Derbyshire & Nottinghamshire Area Team 2014/15 Patient Participation Enhanced Service REPORT

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1 Derbyshire & Nottinghamshire Area Team 2014/15 Patient Participation Enhanced Service REPORT Practice Name: The Calow and Brimington Practice Practice Code: C81649 Signed on behalf of practice: Gary Rigby Practice Manager Date: 2 nd March 2015 Signed on behalf of PPG: Chris Allen Date: 2 nd March 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 Number of members of PPG: 13 1

2 Detail the gender mix of practice population and PPG: % Male Female Practice 49% 51% PPG 46% 54% Detail of age mix of practice population and PPG: % < > 75 Practice PPG 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 Practice PPG 92 8 Other mixed % Asian/Asian British Black/African/Caribbean/Black British Other Indian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other Black Arab Practice PPG Any other 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: The ethnic background of patients is not routinely captured, so while some information is available it is not comprehensive enough to accurately detail the ethnic background of our Practice population. PPG meetings are advertised on the web site and notice boards at both sites with the time, date and venue. Members of the group are ed with these details with requests for agenda items to discuss. 2

3 Details of how to become a PPG representative are advertised on both the website and within leaflets and documentation within Practice. 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: N/A 2. Review of patient feedback Outline the sources of feedback that were reviewed during the year: Patient Survey, Friends and Family Test, Complaints and Praise, Care Quality Commission and the Patient Participation Group How frequently were these reviewed with the PRG? Patient Survey was an annual survey completed in October and reviewed at the PPG meeting in December, Friends and Family Test commenced in December with feedback last reviewed at the PPG meeting in March. Care Quality Commission Grading in relation to patient care was received and reviewed at the PPG meeting in December. 3

4 Patient Participation Group Items raised, remain as an agenda item at meetings until satisfactorily actioned. 3. Action plan priority areas and implementation Priority area 1 Description of priority area: Information TV in the waiting room - A TV system displaying information about the practice, flu, and other vaccinations etc. that are offered. What actions were taken to address the priority? This was identified as a priority on the 29 th September 2014, by December 2014 the Practice was not in a position to progress this and requested assistance from the PPG in researching and identifying suitable options. December 2014 A member of the PPG kindly offered to assist and commenced research and identified two lines of enquiry with existing Practice systems that may deliver what is needed at a reasonable price. January 2015 The two lines of enquiry were both been unsuccessful as our existing patient appointments software provider does not provide what we are looking for and there is no external financial support available from our contractors. February 2015 Three other systems are being investigated and is ongoing. Result of actions and impact on patients and carers: This priority has not been addressed as the Practice continues to work with the PPG to achieve this priority. 4

5 How were these actions publicised? Not applicable at this time due to the above updates. Priority area 2 Description of priority area: Information board displaying all staff members, who they are and when and where they are in. What actions were taken to address the priority? This was identified as a priority on the 29 th September 2014 November 2014 Initial online research of picture and name boards together with costs completed with the Practice initially preferring to have name boards. No suitable sized and quality name boards were available online and further research was required. December 2014 A name board at a Practice within the locality was seen and liked. The Practice was spoken to however after couple of weeks they reported they were unable to furnish any details of the provider. At the December PPG meeting it was suggested this may be addressed via information TV (Priority area 1 above) as a result this line of enquiry has now temporarily been halted. Result of actions and impact on patients and carers: This priority has been halted at the request of the PPG as it is possible this may be able to be addressed via priority area 1 above How were these actions publicised? 5

6 Not applicable at this time due to the above updates. Priority area 3 Description of priority area: This was identified as a priority on the 29 th September 2014 It was suggested that we either cancel or shorten the telephone greeting message for the first half hour in the morning while appointments are being booked. Review incoming telephone calls as when the phone is answered at the surgery the patient then starts paying for the call. What actions were taken to address the priority? October 2014 Other Surgeries both within and outside the locality were contacted to compare their messages to see if there is any better message. This established all messages are long and provide a variety of information. November 2014 Enquiries with administration staff and a review of past surveys highlighted information regarding blood tests and prescriptions are frequently asked questions and this needed to be kept for the benefit of both patients and staff alike. Nevertheless phone message was shortened to almost half its previous length. December 2014 A meeting with our telephone service provider was held and confirmed our current system does not allow the recording of multiple greeting messages that can be switched between during the day. Each message had to be recorded as it was needed. Result of actions and impact on patients and carers: December Patient Participation Group updated that our telephone message together with other surgery messages have been reviewed. It is not possible to have no message as there are certain information items that are relevant and provide the information a caller needs and needs to be kept. We do not have a facility to have a number of messages to switch between so to 6

7 change the message at different times of the day would be unnecessarily time consuming. However in line with the group s request the message has been reduced to 25 seconds reducing the time a patient spends on the phone getting through to the surgery and potentially reducing the cost of calling the surgery. How were these actions publicised? This was discussed at the December Patient Participation Group Meeting, detailed in within the minutes of the meeting and published on the website. 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): Cycle racks at both sites CBC confirmed planning permission for both sites would be needed at a cost of 385 per application. This together with the cost of purchase and fitting is likely to take the cost in excess of This appeared to be a disproportionate spend to benefit a minority of patients at the potential additional cost of a parking space. There are currently options available for securing cycles on railings at Brimington and a rail at Calow. Consequently the Practice was not in favour of continuing. This was discussed and agreed with the PPG. Could the appointment booking system be explained more clearly in a practice booklet? Information about appointment booking system displayed on 1 Website 2 Practice Booklet 3 Avoiding the Queue booklet 7

8 TV with health information in waiting room Please see entry above for our current priority area 1 4. PPG Sign Off Report signed off by PPG: YES Date of sign off: 2 nd 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? PPG meetings are advertised on the web site and notice boards at both sites with the time, date and venue. Members of the group are ed with these details with requests for agenda items to discuss. Details of how to become a PPG representative are advertised on both the website and within leaflets and documentation within Practice. Has the practice received patient and carer feedback from a variety of sources? Yes Was the PPG involved in the agreement of priority areas and the resulting action plan? Yes 8

9 How has the service offered to patients and carers improved as a result of the implementation of the action plan? In line with the group s request the telephone message has been reduced to 25 seconds reducing the time a patient spends on the phone getting through to the surgery and potentially reducing the cost of calling the Practice. Do you have any other comments about the PPG or practice in relation to this area of work? No Please submit completed report to the Area Team via no later than 31 March 2015 to: Derbyshire practices: Nottinghamshire practices: 9

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