Annex D: Standard Reporting Template

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1 Annex D: Standard Reporting Template Thames Valley Area Team 2014/15 Patient Participation Enhanced Service Reporting Template Practice Name: Forest Health Group (previously known as Balfron Practice & Forest End Medical Centre) Practice Code: K81610 Signed on behalf of practice: Kevin Linsell (Practice Manager) Date: 19/03/15 Signed on behalf of PPG: Mrs. Isabel Mattick (PPG Chair) Date: 19/03/15 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, , Other (please specify) Practice has a face to face P.R.G. with which meetings are held on a regular basis and an PPG which is utilised for surveys etc. Number of members of PPG: Face to face 7. Online includes over addresses. Detail the gender mix of practice population and PPG: % Male Female Practice PRG (face to face) 1 6 Detail of age mix of practice population and PPG: % < > 75 Practice PRG

2 (Note age mix above relates to face to face PPG. list includes significantly more younger patients) 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 PRG Asian/Asian British Black/African/Caribbean/Black British Other Indian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other Black Arab Any other Practice 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: 1. Practice regularly try to recruit new patients to the face to face PPG. However many patients prefer not to be involved in this way. 2. Practice encourages all patients (particularly at new registration) to sign up to practice website which allows practice to send newsletters and utilises this group as an online PPG for patient surveys etc. (Currently approx. 30% of patients have signed up in his way).

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 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: 1. Consultations with (face to face) PPG 2. Outcomes from previous years patient survey 3. Outcomes from National Patient survey 4. Feedback from CQC visit 5. Ad-hoc feedback from patient contact (with clinicians or other staff members) 6. In recent months feedback from Friends & Family test survey results 7. Regular review of any patient complaints

4 How frequently were these reviewed with the PRG? PRG meet bi-monthly and matters are discussed at most meetings.

5 3. Action plan priority areas and implementation Priority area 1 Description of priority area: New practice telephone system What actions were taken to address the priority? Practice had received feedback as to difficulties in accessing the practice using two different telephone systems. (Practice operates across two sites as a result of a practice merge 5 years ago. Two different systems were in place and practice were unable to transfer calls from patients between the two sites) Result of actions and impact on patients and carers (including how publicised): New system allows for better provision of information to patient (including auto attendant messaging) and allows patients to choose to speak to the correct person rather than all calls going via reception and clogging up receptionists.

6 Priority area 2 Description of priority area: Patient self care / awareness. Feedback has highlighted the need for better patient education to allow them to self help where possible. What actions were taken to address the priority? Practice has previously run patient awareness evenings on specific topics / disease areas. This was expanded in 2014/15 to include more diabetes awareness and one specifically dedicated to Dementia awareness Result of actions and impact on patients and carers (including how publicised): Feedback from these events was very positive (resulting in a follow up event for diabetes being held this month). Patients feel more empowered to deal with their own particular situation. Some of the clinical information is being publicised through the practice website in a self-help section.

7 Priority area 3 Description of priority area: Appointment availability was highlighted as an area of concern and with particular reference to diabetics requiring their annual review and patients needing regular blood tests for warfarin monitoring. What actions were taken to address the priority? 1. Introduction of dedicated diabetes clinics whereby the patient sees diabetic nurse and lead GP on the same day. This has now been extended to allow some patients to be seen within the practice extended opening session on a Monday evening. 2. Introduction of dedicated (weekly) Warfarin clinic. Result of actions and impact on patients and carers (including how publicised): 1. Patient feedback positive. Improved response rate from patients being asked to attend diabetic review, which in turn will lead to better clinical care for diabetics. 2. Positive patient feedback. More structured Warfarin monitoring leading to better clinical care. Both clinics have been brought to the attention of relevant patients at time of need for review.

8 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): Previous years action plan focused heavily on the introduction of electronic and online services. Further to this action plan the practice now has a much improved website which allows patients access to our online services appointments, prescriptions, medical records. In conjunction with feedback from patients as to what do they want to see on the website, the practice has added information regarding specific diease management and self-care advice. Patients are encouraged to use the website where at all possible, which means 24 hour access for the patient and improved efficiency within the practice.

9 4. PPG Sign Off Report signed off by PPG: YES Date of sign off: PRG meeting How has the practice engaged with the PPG: Face to face and via How has the practice made efforts to engage with seldom heard groups in the practice population? Yes, but difficult to engage with working males. Practice trying to encourage this more through and text contact. Has the practice received patient and carer feedback from a variety of sources? Yes see point 2 above. Was the PPG involved in the agreement of priority areas and the resulting action plan? Yes How has the service offered to patients and carers improved as a result of the implementation of the action plan? Based on our discussions with the PPG and some patients, we believe so, but further patient feedback may be required over the next 12 months. Do you have any other comments about the PPG or practice in relation to this area of work? No

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