Annex D: Standard Reporting Template

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1 Annex D: Standard Reporting Template Practice Name: Dr Hill and Partners Practice Code: B81042 North Yorkshire and Humber Area Team 2014/15 Patient Participation Enhanced Service Reporting Template Signed on behalf of practice: Dr E Alton Date: Signed on behalf of PPG: Mr G Bolt Chair Patient Member Date : 1. 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, and written Number of members of PPG: 33 Detail the gender mix of practice population and PPG: % Male Female Practice 47.7% 52.3% PRG 30.3% 69.7% Detail of age mix of practice population and PPG: % < > 75 Practice 15.9 % 10.1% 10.9% 11.2% 14.1% 13.6% 12.9% 11.3 % PRG 0 3.1% 3.1% 0 9.1% 21.4% 36.3% 27%

2 Detail the ethnic background of your practice population and PRG: White Mixed/ multiple ethnic groups British Irish Gypsy or Irish traveller Other white White &black Caribbean White &black African White &Asian Other mixed Practice 96.67% 2.2% % 0.12% 0.08% 0.2% 0.11% PRG 87% % % Asian/Asian British Black/African/Caribbean/Black British Other Indian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other Black Arab Any other Practice 0.07% 0.09% 0.09% 0.10% 0.11% 0.11% 0.12% 0.13% 0.14% 0.14% PRG 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: Originally the group had 15 members whom were invited to form the PPG by the practice. The group had a mix of age, gender, ethnicity, chronic diseases, registered disabled and registered carers to make the group representative. Over the last four years 8 of the original members have resigned, and 26 new members have joined the group voluntary. The practice has tried to keep the group representative of the patient list, and we have asked some younger patients and also some patients from ethnic minorities to join the group to maintain representation. Unfortunately we have been unsuccessful in recruiting patients from ethnic minorities and younger patients, and currently the PPG members are working on a screen presentation to attract new members from under represented groups, Patients and carers in the age group, patients who have a disability, patients from mixed ethnic groups and male patients this will be shown for the PPG Awareness week in June. The PPG have created a poster advertising for members from these groups which is displayed in the surgery. We do have a mix of carers and chronic diseases within the current membership of the group, and the practice continues to ask patients if they would like to join the PPG to maintain representation.

3 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, although we do have quite a few of the Bishop Burton Students. As a percentage of the practice list this equates to 2.90% If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful: We are actively seeking younger patients to join the group via posters and a TV presentation to be shown on PPG Awareness week, and all new patients are asked if they want to join the PPG. 2. Review of patient feedback Outline the sources of feedback that were reviewed during the year: At the meeting in September Dr Alton reviewed the previous 12 months practice complaints and outcomes of the complaints with the PPG members who attended the meeting. Each complaint was discussed with the members and the outcome / resolution and any improvements put in place to stop reoccurrence of the complaint if necessary. The total number of complaints from 1 st April st April 2014 was 11. At the meeting in September we asked the PPG members to decide on the second free text question for the Friend and Family Test Survey. The members decided upon Would you like to tell us why you gave that response? They felt this gave patients the opportunity to tell the practice why they would or would not recommend the surgery. A member of the PPG offered to collate the replies to the free text question on a monthly basis with feedback to the members at the meetings. Previously when the practice has completed the patient survey exercise with a comments box, the replies of the survey and a summary of the comments section has always been collated by the PPG members, as transparency of any survey is paramount to the practice.

4 The practice reviews the DNA figures with the PPG at meetings twice yearly, we have implemented with the help of the PPG SMS text messaging for reminder appointments to try and reduce the DNA figures. Also after discussion with the members it was agreed that a member of staff will phone the patient if they fail to attend their appointment and ask them why they did not attend. How frequently were these reviewed with the PRG? The practice aims to review complaints with the PPG on an annual basis at the September meeting, any other comments put in the patients suggestion box will be discussed with the PPG either by through the chair on an ad hoc basis when they occur or at one of the twice yearly meetings. Reviews of the free texts comments on the FFT will continue monthly while the Friend and Family Survey is live. Details of the replies are published on the practice website.

5 3. Action plan priority areas and implementation Priority area 1 Description of priority area: The development of new housing within Beverley and the impact on GP Services within the area. What actions were taken to address the priority? The PPG group have set up a sub-committee of 5 members to explore the impact on the surgery with the new housing developments in Beverley. The group have met at the surgery to formulate questions to ask the East Riding Council Estates Office what provision has been made for GP Services for the new housing. They have also contacted NHS England and the CCG regarding the issue of new housing and shortage of GP s locally. Result of actions and impact on patients and carers (including how publicised): The East Riding Council have answered some of the points raised and have referred the PPG to NHS England and the CCG to raise further issues. The sub-committee is due to meet shortly to take findings further and will continue to keep the PPG members up to date via . This action is ongoing. We also have a member whom is a member of the CCG PPG forum group which has proved beneficial.

6 Priority area 2 Description of priority area: PPG awareness week and the representation of the PPG. What actions were taken to address the priority? The PPG members have formed a sub-committee to look at promoting the PPG and seeking members from underrepresented groups. These are Patients and carers in the age groups, patients who have a disability, patients from mixed ethnic groups and male patients. The PPG have designed a poster to attract patients from these groups which is displayed in the waiting areas both ground floor and upstairs. The PPG awareness week is 1 st June and the members have created a slide show presentation for the information screen asking patients to join the group. This will be shown for the full week commencing 1 st June instead of the usual information screens, hopefully resulting in some new members from the underrepresented groups. Partner s do regulary ask patients from these groups if they would like to join the PPG but to date we have been unsuccessful in recruiting new members from ethnic minority groups, younger patients and increasing male membership. The PPG is advertised in the patient leaflet which is given to all new patients upon registration and a notice at reception asks all patients if they wish to join. Result of actions and impact on patients and carers (including how publicised): A Poster is on display to recruit new members, which was designed by the PPG. A TV screen slide show has been produced by the existing members trying to recruit new members from underrepresented

7 groups to be shown for PPG Awareness week commencing 1 st June. An update on the membership will be given at the next meeting in September by the Chair of the group. All new members are contacted by the practice first to confirm details can be shared with the Chair of the PPG, the chair of the PPG then introduces them to the PPG and issues a welcome pack.

8 Priority area 3 Description of priority area: Renovations to the upstairs waiting area What actions were taken to address the priority? The members have previously noted the upstairs waiting area is often overcrowded with patients having to stand. We have previously looked at the seating plan and had a disabled PPG patient member advise on the positioning of chairs for ease of access. Patients are asked to move from the downstairs waiting area which is considerable larger to the upstairs area when they are next to be consulted, however with eight surgeries often in operation on the first floor at the same time this still causes problems in the upstairs waiting area. The upstairs area has a desk and storage cupboard which if removed would make the room much larger. The PPG members fully supported the renovations and funding has been requested from NHS England, if this is unsuccessful the PPG will re-address the upstairs waiting area issue. Result of actions and impact on patients and carers (including how publicised): The PPG and the practice are awaiting the funding request outcome from NHS England, this has been approved by the CCG and the PPG are aware of the current progress of the application. Hopefully if the alterations are approved this will ease the issue of overcrowding in the upstairs waiting area improving conditions for patients whilst waiting to be consulted.

9 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 practice joined the PPG DES in 2011 when the scheme was originally set up and a PPG Group was formed. The PPG has achieved a substantial amount since formation drawing from invaluable varied resources that the member patients have brought to the group. These include: Introducing telephone consultations for appointments with six appointments available every day rotated by the GP s A new information TV screen to advertise the practice services, highlighting telephone consultations, online repeat prescriptions, booking appointments online and SMS Text messaging appointment reminder. A big discussion point with the PPG has been the DNA (Did not attend missed appointment) numbers, we have discussed this at length with the PPG and implemented a fair system of monitoring DNA s with letters sent to patients who repeatedly miss appointments. The PPG fully support the practice in asking patients to leave the list if they repeatedly DNA. Each DNA is assessed by a GP with all health and emotional factors been taken into account prior to any decision been made regarding removal from the list. The DNA figures are discussed at each PPG meeting. Review of the upstairs waiting area, ongoing. Shortage of bookable appointments this was raised in the comments section of the survey one year, since then the practice has set up a system to check appointment availability and if there is a shortage each GP has an extra appointment added to each surgery to alleviate bookable appointment shortages. Terms of Reference for the PPG produced by the members, with an annual AGM held in September The PPG requested on line appointments before it was a GMS contract requirement and the practice already set this up.

10 4. PPG Sign Off Report signed off by PPG: YES Date of sign off: 19 th March 2015 How has the practice engaged with the PPG: How has the practice made efforts to engage with seldom heard groups in the practice population? Has the practice received patient and carer feedback from a variety of sources? Was the PPG involved in the agreement of priority areas and the resulting action plan? How has the service offered to patients and carers improved as a result of the implementation of the action plan? Do you have any other comments about the PPG or practice in relation to this area of work? Since the PPG was established in 2011 the Practice has been very supportive. All the Doctors and staff make the PPG Members very welcome and always try to accommodate their requests. The Chairman is in regular contact with the Practice Manager, Finance Manager and Doctors discussing ways in which we can improve patient services. The Practice provides meeting room facilities, venue for the PPG AGM and any stationery requirements the group may have. The Chairman and the Finance Manager have a close working relationship which means that both the Practice and PPG are kept up to date with ideas, suggestions, membership information and any other developments. This allows appropriate action to be taken swiftly with all PPG Members views being considered. The PPG is active in talking to patients. Explaining the role of the PPG and our objectives.the PPG recently had 3 of its Members spending time at the Practice carrying out a survey which included asking patients about the Practice and the PPG. Feedback is received from a variety of sources including: direct patient feedback, Health Centre Website, NHS Website, Family, Friends and patient surveys. The PPG continues to work closely with the Practice to identify any possible areas for improvement. These can then be incorporated into the PPG action plan which is discussed by Members at the PPG meetings. Services to patients have improved as a result of action plans being in place. The patient feedback suggests that they have greater awareness of facilities offered by the Practice in particular our website, telephone consultations, SMS texting and closer control of DNAs.

11 Since the PPG has been established it has achieved many successes over a relatively short time providing benefits and help for the Patients, Doctors and staff.

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