Annex C Arden, Herefordshire and Worcestershire Area Team Patient Participation Enhanced Service 2014/15 Reporting Template

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1 Practice Name: Practice Code: Arden, Herefordshire and Worcestershire Area Team Patient Participation Enhanced Service 2014/15 Reporting Template Moorfield House Surgery M81026 Signed on behalf of practice: Dr D. Majeed Date: Signed on behalf of PPG: Mr T. Ford (chairperson) Date: Prerequisite of Enhanced Service Develop/Maintain a Patient Participation Group (PPG) Does the Practice have a PPG? YES Method of engagement with PPG: Face to face, , Other (please specify) and face to face meetings. Number of members of PPG: 9 Detail the gender mix of practice population and PPG: % Male Female Practice PPG Detail of age mix of practice population and PPG: % < > 75 Practice PPG

2 Detail the ethnic background of your practice population and PPG: White Mixed/ multiple ethnic groups British Irish Gypsy or Irish traveller Other white White &black Caribbean White &black African White &Asian Other mixed Practice PPG Asian/Asian British Black/African/Caribbean/Black British Other Indian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other Black Arab Any other Practice PPG ** We do not have ethnicity recorded for all of the patients registered at the practice. We started recording ethnicity approximately 10 years ago as part of the new registration process and we have consistently recorded ethnicity since this time and 40.97% of our practice population now have ethnicity recorded. We will endeavour to increase the ethnicity recording within the practice. Describe steps taken to ensure that the PPG is representative of the practice population in terms of gender, age and ethnic background and other members of the practice population: Our PPG is open to all patients at Moorfield House Surgery and there is information provided in the waiting areas and also on the practice website on the PPG and explaining how the patients are able to join. Five people have been members of our PPG from the beginning although some of the original members have left out PPG is slowly growing with some members asking to join and others being invited by practice staff members. As you can see from the figures above we feel that we have a representative sample in terms of males & females and ethnicity. One of our younger members has a disability. 2

3 Members can participate either virtually or by attending meetings (or both). We feel this helps to allow patients with limited time or difficulty in attending to participate in the group. Are there any specific characteristics of your practice population which means that other groups should be included in the PPG? e.g. a large student population, significant number of jobseekers, large numbers of nursing homes, or a LGBT community? NO If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful: 2. Review of patient feedback Outline the sources of feedback that were reviewed during the year: A patient survey was carried out in January / February 2015 with a total of 565 surveys returned. We used an 8 week period to ensure that we were able to capture opinions from as many different patients as possible. We also receive feedback via the website and the in-house comments boxes. How frequently were these reviewed with the PRG? 3

4 The results of this survey were discussed via both s throughout the year and we hold an annual face to face meeting. Members of the PRG that are unable to attend are given the chance to participate before the face to face meeting and their comments are taken to this meeting. All members are sent details of the outcome of this meeting. 4

5 3. Action plan priority areas and implementation Priority area 1 Description of priority area: Promotion of in-house physiotherapy services, family planning and travel clinics. To raise awareness of services available. What actions were taken to address the priority? Promotional posters to be displayed in the waiting areas; this is in addition to the information provided in the practice leaflets and on the website. Result of actions and impact on patients and carers (including how publicised): Our aim is to inform patients of the in-house services we have available. Our PRG survey report is publicised on the practice website. 5

6 Priority area 2 Description of priority area: Promotion of text message reminder service. What actions were taken to address the priority? Reception staff to ask patients if they have a mobile phone number / if their mobile number on record is correct and if so are they happy to receive appointment reminders via text message. We hope to promote the service with existing patients who may not be aware of it. This is in addition to the information contained in the new registration packs. Result of actions and impact on patients and carers (including how publicised): The aim is to help patients remember their appointments and therefore reduce the number of missed appointments at the surgery. This will also help us to maintain up to date patient records. Our PRG survey report is publicised on the practice website. 6

7 Priority area 3 Description of priority area: Patients who do not attend their appointments (DNA). What actions were taken to address the priority? Letters are to be sent to patients who have missed their appointments encouraging them to cancel the booked appointment rather than just missing the appointment. We are also going to continue with our DNA posters and will continue to highlight the missed appointment in the patient s medical records. Result of actions and impact on patients and carers (including how publicised): Our aim is that this will reduce our DNA numbers in the surgery and will remind patient s to cancel appointments if they are no longer needed. We hope this will increase the numbers and choice of appointments available for other patients to book. Numbers of DNA s are publicised via a poster in the waiting room and our PRG survey report is publicised on the practice website. 7

8 Priority area 4 Description of priority area: Appointments What actions were taken to address the priority? We are going to promote our Nurse Practitioners and the services they can offer. We are going to change appointment ratio from 50% book on the day and 50% pre-bookable available to everyone to 50% book on the day, 25% pre-bookable by the patient and 25% pre-bookable for follow ups as requested the GP. Result of actions and impact on patients and carers (including how publicised): By promoting the services our nurse practitioner s offer we aim to raise patient s awareness and also to encourage patients to use this service when appropriate which again will help ease the booking of appointments with GP s. By changing the pre-bookable appointments ratio we would hope that this would ease the booking process for all patients who wish to book an appointment. Currently embargoed slots are being used for patients who have been asked to book a follow up appointment by their GP. We would hope that by splitting the pre-bookable appointments in this way that this would reduce the number of embargoed on the day appointments that are booked in advance and would therefore make the booking process easier for patients. We hope this will result in more choice for patients coming for follow up appointments or reviews. Our PRG survey report is publicised on the practice website. Priority area 5 Description of priority area: Telephones 8

9 What actions were taken to address the priority? The introduction of a queuing system on the telephones. Patients to be encouraged to call our branch sites to book appointments. Result of actions and impact on patients and carers (including how publicised): Our telephone system does not currently have a queuing system available. When patient phones their call will either be sent to an available line or they will get the engaged tone. We are hoping that by adding a queuing system to our telephones this would reduce patient frustration when trying to get through. An engineer has been booked to come out and look at the options that may be available for this. Currently the majority of calls come through Moorfield House Surgery. We hope that by encouraging patients to call the branch surgeries rather than the main site that they may find it easier to get through. This is currently being done on some of chronic disease recall letters but this will be introduced to more of our recall letters throughout the year. Our PRG survey report is publicised on the practice website. 9

10 Progress on previous years If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s): The introduction of a comments box in the reception areas - these are now in place in the reception areas for patients. Text reminders for appointments this is in place and works well however we plan to promote this further in the coming year. More flexible appointment system the ratio of pre-bookable appointments to book on the day appointments was changed in 2012 at the request of our PRG with more book on the day appointments available on Monday s, Friday s and after the bank holidays. This has changed again since the original change in 2012 however we still ensure that there are more book on the day appointments on Monday s, Friday s and after bank holidays. Car Parking Dr Barling contacted Herefordshire Council in 2012 about adding a drop off point to the side of our building however despite numerous letters, s and telephone calls from both Dr Barling and Mr F our PRG chair we have never received a response regarding this and so therefore this has never been done. DNA s it was agreed that a poster would be displayed in the waiting rooms detailing how many patients had DNA s their appointment in the past week. This has now been changed to monthly and we also now include the % of appointments attended with a thank you to these patients. Promotion of services this was done via the surgery leaflet. Promotion of the text messaging service this was done at our flu clinics and via posters in our reception areas. DNA s it was decided by the PRG that we should continue to display posters in the waiting areas with DNA numbers but that also a patient should be sent a letter explaining a number of points. Following a discussion at a practice meeting it was felt that this letter was a bit too hard and so the letter was discontinued. However we still continued to display posters as before. Television Health Promotion The PRG stated that they would like a television in the waiting room to be used to health promotion. The surgery were unable to do this in 2013 however we have since had a promotional TV installed in the surgery. The PRG also felt that the results of our survey should be celebrated and a message was sent to all members of staff by Dr T.C. Barling thanking them for all their hard work. Increased awareness of the online services this was done via promotional appointment cards and also by adding the practice website to the bottom of recall letters. We also added details of EMIS access onto the new patient registration quesionnaires with details of how to sign up to the service if they should wish. A shorter version of the surgery leaflet was created for patients who are already registered at Moorfield House Surgery. This was created with the help of one of our Nurse Practitioners and a member of the PRG. This has been popular with patients. We continue to display DNA numbers in the waiting areas however these have been changed from weekly to monthly and we also offer a more positive approach by thanking those patients that have attended their appointments. Letters are sent to patients who have missed an appointment but only when requested by a clinician. A Moorfield House Surgery newsletter has been created and this is being done on a seasonal basis. Examples of what we have put into this newsletter are changes in staff, information about our flu clinics and useful information for patients (e.g. staying warm in winter). 10

11 4. PPG Sign Off Report signed off by PPG: YES Date of sign off: March 2015 Has the report been published on the practice website? YES How has the practice engaged with the PPG: How has the practice made efforts to engage with seldom heard groups in the practice population? Moorfield House Surgery encourages our patients to make comments on services etc. via a comments box in reception and also via a comments section on the website (these go directly to the Practice Managers and are passed to the appropriate teams for action). We also encourage patients to become members of our PPG via the website and in the reception areas. Has the practice received patient and carer feedback from a variety of sources? The surgery has a carers lead (both a reception front face lead and an administration lead) and we hold a very good and up to date carers register. The majority of our contact with carers is at our flu clinic which is where we gain most of our information from them but we also have alerts on their medical records and keep in contact with Herefordshire Carers Support. A member of staff attends the local support group meetings and provides feedback and information to staff. We also have regular contact with nursing homes and value the feedback that they give us. Was the PPG involved in the agreement of priority areas and the resulting action plan? All points in our action plan have either been decided or agreed by our PPG. The priority areas are picked up from the results of our patient survey and these are discussed at the PPG meeting; it is at this point that our action plan is decided upon and the PPG are invaluable in this process. 11

12 How has the service offered to patients and carers improved as a result of the implementation of the action plan? Every year changes are made in the surgery as a result of the action plan decided by the PPG. All PPG members have commented on the positive outcomes of these action points and in situations where the changes or implementations seem to have not made a drastic change further actions have taken place at the request of the PPG. Do you have any other comments about the PPG or practice in relation to this area of work? We feel that our PPG are an important part of the decision making process when looking at changes and improvements to our practice. We value the feedback we receive from both the PPG members and other patients and we feel this gives us a valuable perspective. Please return this completed report template to the generic box england.ahwat-pc@nhs.net no later than 31 st March No payments will be made to a practice under the terms of this ES if the report is not submitted by 31 st March