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

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1 Practice Name: Ingleton Avenue Surgery Practice Code: G83024 London Region South London Area Team Complete and return to: by no later than 31 March 2015 Signed on behalf of practice: Jasbir Gill Date: 11 th March 2015 Signed on behalf of PPG: Lucia Kendall Date: 1. 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 Number of members of PPG: 4 the former chair of the PPG passed away in September 2014 and it was decided not to replace her for the time being. Page 1 of 10

2 Detail the gender mix of practice population and PPG: % Male Female Practice PRG 1 3 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 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: There have been no requests from patients wishing to join the group despite appeals for new members being placed on the PPG notice Board in the waiting room. Some patients opted to come to occasional meetings but did not wish to join the group permanently. The Group currently has four members who were selected following an analysis of the patient demographic. The fifth member of the group, formerly the Chair, passed away in 2014 and it was decided not to replace her for the time being. All members of the PPG are from a white British background and the majority of patients, for whom ethnicity is recorded, fall into the White British category. Members of the practice population below 16 would not have been invited to join the PPG. Page 2 of 10

3 The membership of the group was discussed and reviewed during the year to ensure it remains representative. The ethnicity of the patient population was also looked at using information recorded on the patient electronic records, it should be noted that ethnicity data is not recorded for all patients. All of the PPG members are classified as White British and this was felt to be fully representative of the population at present, however this is something that will be reviewed regularly to ensure that the group remains reflective of the practice population. 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: The PPG have a dedicated board and suggestion box located in the practice waiting area, the names of the PPG members are displayed on the board. Patient views are sought via the comments box and the box is emptied prior to meeting and all comments Page 3 of 10

4 discussed at the meeting. All comments are responded to where appropriate and in some cases patients are responded to directly by either the Practice or the PPG chair. Compliments and complaints are also reviewed throughout the year at each meeting. Due to the confidential nature of complaints, themes rather than specific complaints are discussed and where necessary remedial action is agreed and taken. The Friends and Family test commenced in December 2014 and the responses received to date were discussed at the March meeting. It is anticipated that the monthly returns will be discussed at each meeting and a summary of actions be placed in Reception. The Annual Survey results are discussed at meetings and the scores achieved with a review of areas of weakness and action plans are devised where necessary. The comments on NHS Choices are discussed at every meeting, as and when comments are made the practice management team respond where appropriate. Discussions are held over whether items raised are generic or specific complaints. Where necessary remedial action is taken. The Practice has not been subject to any CQC reviews, Healthwatch or external reviews during 2014/15 How frequently were these reviewed with the PRG? At every meeting there were five meetings held during 2014/15. Page 4 of 10

5 3. Action plan priority areas and implementation Priority area 1 Description of priority area: To implement, develop and expand the IPlato text messaging system to include text reminders and health promotion information What actions were taken to address the priority? Patients had reported that on occasions they were not able to get through on the telephone system to check or cancel appointments and on some occasions this has let to wasted appointments. During the year, the practice has introduced the IPlato messaging service and patients now have the opportunity to cancel via text thereby avoiding the telephone lines. It is intended during 2015 to expand upon the use of text messaging to provide people with health promotion information e.g. date of flu clinics etc. Result of actions and impact on patients and carers (including how publicised): When implementing the text messaging service, patients with mobile phone details were sent a welcome message offering them the opportunity to opt in or out. The majority of patients have opted in and have given positive verbal feedback on the introduction of the system. There are posters within the surgery promoting the reminder service and messages have been added to prescriptions asking people to ensure their mobile phone details are up to date. The cancellation by text system appears to be working well and is being used by patients. Page 5 of 10

6 Priority area 2 Description of priority area: To ensure staff are adequately trained and kept up to date with current procedures and protocols. In the previous survey, patients had indicated that they were not offered extended hours appointments or had issues getting emergency appointments. All of these services are available however patients were not always offered the opportunity to take these up. It was agreed that this was a training issue and all staff should receive regular refresher training to ensure the patient experience was maximised. What actions were taken to address the priority? A whole team staff training afternoon was arranged to discuss the issues raised within the survey. Staff were provided with refresher training on telephone booking protocols and etiquette amongst other issues. It was agreed that team training events would be held quarterly to ensure staff are adequately trained and up to date with current procedures and protocols and patient feedback would be discussed at these events. Result of actions and impact on patients and carers (including how publicised): The undertaking of regular training is expected to reduce the complaints/comments raised last year regarding the availability of extended hours and emergency appointments. There have been no written complaints to the practice regarding these issues during the year. Current booking protocols are displayed in the waiting room and on the practice website. Page 6 of 10

7 Priority area 3 Description of priority area: To further develop communication with patients through the Patient Participation Group What actions were taken to address the priority? The group were keen to raise their profile and respond generally to queries and comments placed in their dedicated comments box and it was decided that the best way to do this would be to develop a newsletter for patients to collect and read when visiting the surgery. The newsletter was printed and distributed in October 2014 in time for the flu campaign when the practice has its highest footfall of patients. Within the newsletter were updates on PPG membership, an appeal for comments, responses to comments raised in the last survey including updates on access and staffing updates etc. Result of actions and impact on patients and carers (including how publicised): The newsletter was placed on the reception counter, on the website and copies were left in the waiting room. The newsletter sought to better educate patients around the services available at the surgery and the appointment booking system. The newsletter highlighted the work of the PPG and how the PPG can act as a forum for change. Page 7 of 10

8 Progress on previous years Is this the first year your practice has participated in this scheme? No 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 has listened to and acted upon feedback received from various sources including the PPG annual surveys. As a result the practice has made the following changes: Held dedicated Saturday flu clinics in response to favourable comments/feedback Publicised the appointment booking system for patients to comprehend Publicised the results telephone line to avoid congestion on the appointments telephone line and to improve telephone access Held a publicity campaign highlighting the alternatives to visiting A&E to avoid unnecessary attendance Publicised extended hours appointments through the patient leaflet and website The group has set up a charitable book sale with proceeds going to local charities Page 8 of 10

9 4. PPG Sign Off Report signed off by PPG: Yes Date of sign off: 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? The PPG and practice met five times during 2014/15. The group membership has been discussed at meetings during the year, particularly since the death of the former chair. There have been no requests to join the group despite appeals made via the PPG notice board. At each meeting, feedback from the comments box, NHS Choices, complaints and Friends and family is discussed and action taken agreed upon. Feedback is discussed and compared to member experience to establish whether themes can be found and whether remedial action is appropriate. Where changes are put in place as a result of feedback, these changes are highlighted through posters in the waiting room/reception area and on the PPG notice board. During the March meeting the feedback received during the year was summarised and discussed alongside the action plan for 2013/14 to devise an action plan for 2014/15. The group decided to prioritise the use of text messaging, staff training and communication. A majority of the feedback was positive, with the use of text messaging for patient reminders being well received and the PPG as users felt that this was a positive step forward to avoid wasted appointments and to stop patient s forgetting appointments that they had made in the future. It was agreed that some of the comments made in the previous survey related to not being offered appointments that suited commuters and as this service is available, staff needed training to ensure that appropriate appointments were offered and Page 9 of 10

10 flexibility was applied to appointment requests. As a PPG, we are also keen to raise our profile and work on behalf of the patients and we therefore felt that by producing a newsletter, we could do this and raise several important issues raised from feedback in previous surveys. It was felt that through better communication, the patient experience would improve. The PPG and practice partnership provides patients with the opportunity to raise issues, concerns and compliments and feel secure in the knowledge that they are discussed with input from a patient s perspective. Complete and return to: by no later than 31 March 2015 Page 10 of 10

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