Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template

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1 Practice Name: Harley Grove Medical Centre Practice Code: F84044 London Region North Central & East Area Team Complete and return to: no later than 31 March 2015 Signed on behalf of practice: Practice Manager Date: Signed on behalf of PPG: Date: Prerequisite of Enhanced Service Develop/Maintain a Patient Participation Group (PPG) Does the Practice have a PPG? YES Method(s) of engagement with PPG: Face to face, , Other (please specify) FACE TO-FACE - QUARTERLY MEETING Number of members of PPG: 36 Page of 1 13

2 Detail the gender mix of practice population and PPG: % Male Female Practice PRG Detail of age mix of practice population and PPG: % < > 75 Practice PRG 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 Page of 2 13

3 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: We take steps to recruit as many as patients possible to attend our PRG. It is a difficult task, patient do not keep in touch with us continuously or fail to attend PRG meetings continuously. However, we make sure we recruit from each ethnicity, sex and age group. It is very hard to encourage young adults to attend PRG. We are continuously taking steps to improve on this. 72.4% of our population are from ethnic minority, and Bengali population is the largest ethnic minority which represent 35.8% of total population. 50% of our population are female. We have a majority of young population which are 28.5% of our population is from age group, 12.1% is from age group and 22.1% of population is from under 16 year of age group. Our PRG group does not mirror our population mix in age and sex. We are trying to address this problem. Particularly it is very hard to encourage young people to participate in our PRG. Page of 3 13

4 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? YES 72.4% of our population are from ethnic minority, and Bengali population is the largest ethnic minority which represent 35.8% of total population. 50% of our population are female. We have a majority of young population which are 28.5% of our population is from age group, 12.1% is from age group and 22.1% of population is from under 16 year of age group. Our PRG group does not mirror our population mix in age and sex. We are trying to address this problem. Particularly it is very hard to encourage young people to participate in our PRG. If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful: Trying to recruit more patients from ethnic minorities, particularly from Bengali population. Our PRG group does not mirror our population mix in age and sex. We are trying to address this problem. Particularly it is very hard to encourage young people to participate in our PRG. 2.Review of patient feedback Page of 4 13

5 Outline the sources of feedback that were reviewed during the year: JAN xlsx 1. Family Friend Test 2. Patient Survey 3. NHS Choice FEB xlsx Survey Results Minutes of PPG Agenda for meeting 2014.pptx meeting on on doc How frequently were these reviewed with the PRG? Discussed in every meeting Page of 5 13

6 3.Action plan priority areas and implementation Priority area 1 Description of priority area: 1. ON-LINE APPOINTMENT MONITORING Our previous patient survey showed lower priority for on-line appointment booking. However we took an initiative to monitor and appropriately allocate on-line booking appointments, particularly to help the working population. We have a sizable population who work in the city. What actions were taken to address the priority? 1. We have allowed two appointments for e-booking in our morning and afternoon slots. Our extended hours on Mondays and Tuesday are more popular with working population, particularly with young population under 40 years of age. So we have given all extended hours appointment for on-line booking. We have been monitoring them on a monthly basis. We did a survey to look at the impact and the survey results which was done in June This showed all appointments were booked. Only 13.5% of the appointments were not attended. We are planning to monitor this. In conclusion: On-line booking appointments are popular and the take-up is 100%. 13.5% were not attended. It is unfortunate that the patients book these appointment did not use the facility to cancel these appointment electronically. Page of 6 13

7 Result of actions and impact on patients and carers (including how publicised): It has been appreciated by all age group of patients. The above results were discussed in our PRG meeting on 25/02/2015. We have received positive feed-back from members. They supported providing electronic booking in all sessions (morning, Afternoons & Evenings) giving them opportunity to book and see doctor through on-line booking. We are planning to monitor this throughout The findings will be discussed in PRG meeting in December Priority area 2 Description of priority area: 1. WAITING TIME TO BOOK AN APPOINTMENT TO SEE A DOCTOR FOR ROUTINE CONSULTATION This is again another area highlighted by the PRG discussion about our last year s PRG survey. Our aim is to minimise waiting time to book and see a doctor. In our practice all the urgent and emergency request to see a doctor are completed on the same day by giving opportunity for face-to-face consultation or telephone consultation. Page of 7 13

8 Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template What actions were taken to address the priority? On a weekly basis we asked the receptionist to feed back if they have any issues in booking appointments. We also promote 48 hours request to see a clinician in case if we were unable to offer a patient an appointment if they wanted within 48 hours. However, our facility to offer an appointment in urgent request for same day appointment has helped to meet the demand of the patients. Data collection of appointment.docx Result of actions and impact on patients and carers (including how publicised): To make sure to measure our performance, we undertook an audit 09/03/2015. March is usually is a busy month because of the demand of appointment to completed reviews for patients in QOF and in enhanced services. Priority area 3 Description of priority area: WATING TIME TO SEE A DOCTOR This is about the waiting time in a consultation to see a doctor from their appointment time given. Page of 8 13

9 What actions were taken to address the priority? It was an important issue came out from our PRG survey results and discussed in our PRG meeting earlier last year. It is our policy to see patient as soon as possible near to the given appointment time. We have done a survey in the month of April 2014 January 2015 on second week of morning surgery to see the waiting time for each doctor/nurse/phlebotomist. Survey results showed a minimum waiting time was 0 minutes to 28 minutes. However, majority of the patients were seen within 10 minutes of their appointment. Some of the patients had been seen even earlier than their appointment. These results were discussed with PRG on 25/02/2015. In conclusion: 31% of patients were seen prior to their appointment time % of patients were waiting for more than 10 minutes to see a doctor. Only 3.45% of the appointments were delayed over 15 minutes. It was encouraging to see that 31% of the patients were seen before their given appointment time. We will be monitoring and working hard to make sure to keep to this standard. Result of actions and impact on patients and carers (including how publicised): We have discussed this in PRG meeting on The participants were more than happy with our results. Some of them members commented that they understand the clinicians cannot send patients away if they take more than 10 minutes of their appointment of the allocated time. Progress on previous years Page of 9 13

10 Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template NO Is this the first year your practice has participated in this scheme? If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s): We identified 10 priorities arrears (please refer to our action plan 2013/14) and we have substantial progress on all of them, including in those three arrears identified as priorities. Page 10 of 13

11 4.PPG Sign Off Report signed off by PPG: YES Date of sign off: 16/03/2015 Page of 11 13

12 How has the practice engaged with the PPG: How has the practice made efforts to engage with seldom heard groups in the practice population? Feedback is received during opportunistically during clinical contact and contact with the practice staff on daily basis. Staffs are encouraged to feedback about feedback received back from the patients during the practice meeting and during informal meeting with practice manager and other staffs. 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 How has the service offered to patients and carers improved as a result of the implementation of the action plan? Our appointments are regularly monitored and feedback given in our practice meeting. PRG is involved in discussion. 48 hour access form is used widely to meeting the demand. NHS Choice website, comments and complaints, significant event analysis are regularly reviewed to receive feedback. FFT is carried out on monthly basis and fed back to the team for discussion. Do you have any other comments about the PPG or practice in relation to this area of work? Our PRG is supporting us in our work to improve the services by making appropriated comments and feedback. Our action plan in relation to service monitoring is facilitated by PRG. Page 12 of 13

13 Complete and return to: no later than 31 March 2015 Page of 13 13