Annex C: Standard Reporting Template

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1 Annex C: Standard Reporting Template Date: 25 th march 2015 Knebworth and Marymead Medical Practice Patient Participation Report 2014/15 Schedule M 1. Prerequisite of Enhanced Service Develop/Maintain a Patient Participation Group (PPG) (Component 1) Does the Practice have a PPG? YES / NO Yes Method of engagement with PPG: Face to face, , Other (please specify) Face to Face Number of members of PPG: 26 Detail the gender mix of practice population and PPG: % Male Female Practice PPG Detail of age mix of practice population and PPG: % < > 75 Practice PPG Reporting Template (Annex C) Page 1

2 Detail the ethnic background of your practice population and PPG: White Mixed/ multiple ethnic groups British Irish Gypsy or Irish traveller Other white White &black Caribbean White &black African White &Asian Other mixed Practice PPG Asian/Asian British Black/African/Caribbean/Black British Other Indian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other Black Arab Any other Practice PPG 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 produce monthly newsletter inviting people to take part and give their views. Friends and Family Test comments are reviewed. Web site allows people to ask questions of the practice and to comment on the practice. Public meetings are held which are open to all patients to attend. Regular recruitment campaigns are carried out asking people to join the PPG. Compliments and Complaints book in both reception areas. Reporting Template (Annex C) Page 2

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? YES/NO No Our population is predominantly white british with low levels of unemployment. 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 (Component 2 30% of payment) Outline the sources of feedback that were reviewed during the year: Friends and Family test Public Meetings Complaints and Significant Events Ad hoc meetings with patients Staff and clinical staff feedback How frequently were these reviewed with the PRG? Formal PPG meeting is held monthly and practice performance is reviewed. PPG Officers meeting is held weekly. Reporting Template (Annex C) Page 3

4 3. Action plan priority areas and implementation (Component 3 30% of payment) Priority area 1 Description of priority area: Improving Telephone Access What actions were taken to address the priority? Public meetings to discuss priorities Extra staff recruited to answer telephones at both sites Extra telephone lines and capacity installed Call monitoring software installed to analyse response times to answering calls and identify capacity issues Regular discussions at staff meetings to emphasise need for prompt answering of telephones Reconfigured routing of calls to maximise number staff answering telephones at peak times Result of actions and impact on patients and carers (including how publicised): Difficult to assess how this is being perceived by our patients until national survey results come in. Using the call monitoring software analysis most calls are being answered with 30 seconds but at peak times this can extend to 60 to 90 seconds. Analysis of call answering is discussed at the PPG meetings and patients were informed on our reception display screens Reporting Template (Annex C) Page 4

5 Priority area 2 Description of priority area: Improve Web Site to Encourage Patients to do more on line and provide better information What actions were taken to address the priority? Working party set up with members of staff and PPG Aims of new web site were discussed and set New web site designed and implemented Result of actions and impact on patients and carers (including how publicised): Public meetings to discuss practice priorities New web site has gone live which has a greater range of on line services which include being able to ask the doctor a question, submit prescription requests without having to be signed up to systemone on line services, patients can register on line and sign up for text messaging, booking and cancelling appointments and access to their medical records. Leaflets have been put in both reception areas advertising new web site and its range of facilities, leaflet attached to repeat prescriptions Reporting Template (Annex C) Page 5

6 Priority area 3 Description of priority area: Improve customer service and environment of both surgeries What actions were taken to address the priority? Recruited more staff to reduce pressure on existing staff Both surgeries have been recarpeted Marymead Surgery has been redecorated internally and public toilets refurbished New uniforms for all staff Regular staff meetings to discuss complaints, reception performance and customer service Result of actions and impact on patients and carers (including how publicised): Public meetings to discuss priorities Environment of Marymead Surgery has improved staff and patient perceptions and morale Knebworth Surgery is still an issue as the building is very old and dilapidated but plans for a new surgery are in place Staff are much more aware of need to help and assist patients. Feedback from staff confirms that the extra staff recruited has improved their ability to be responsive to patient need. Number and frequency of complaints has reduced Friends and Family test results show that 75% of patients would recommend us (based on results from December 2014 to February 2015) Reporting Template (Annex C) Page 6

7 4. Progress on previous years (Component 4 40% of payment) If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s): In 2013/14 a key priority was to recruit more doctors and where locums were being used that they were long term locums. Patients had expressed concerns about the lack of continuity of care in seeing a doctor. Recruiting permanent doctors as either salaried or as partners is a very challenging task. In 2014/15 we have recruited a part time female doctor, a full time salaried gp and a new partner (starting in May 2015). This has still meant that we are still too reliant on locums but where possible we have tried to use the same ones. Further recruitment is in place to improve the availability of regular doctors and reduce locum cover. The state of our buildings and internal decoration was identified as a priority and this has been actioned in 2014/15 at our Marymead Surgery. Plans for the redevelopment of our Knebworth Surgery and being finalised and should be signed off in early summer Our overall customer service was not good enough. This included answering telephones (too long), attitude and helpfulness of staff and overall performance. In discussion with staff and analysing workloads it was clear we needed more staff so three full time members of staff have been recruited. Regular staff meetings are held at which complaints and our overall performance is discussed and reviewed. Regular monthly meetings are held with our PPG to review how the practice is performing. The telephone service has had extra capacity installed and our performance in answering calls is routinely monitored and discussed at the staff meetings. Reporting Template (Annex C) Page 7

8 5. PPG Sign Off Report signed off by PPG: YES Date of sign off: 25 th March 2015 Has the report been published on the practice website? YES Please insert web-link to your report: 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 Practice has worked closely with the PPG and attends regular monthly meetings and weekly officers meetings. The practice has assisted in setting up and taking part in public meetings open to all patients at which aspects of health care and services are presented and discussed. Also the practice manager does a presentation on the performance and challenges the practice faces and answers questions from those attending. These meetings are also attended by the partners and other members of the practice staff team. The practice has provided many means for patients and carers to comment and engage with the practice. These include new website with the friends and family test available to complete, ask the doctor or practice a question and on line feed back services. Any patient can attend the PPG meeting. The practice holds public meetings which are widely advertised and open to all patients. The practice has an open door policy and patients can ask to see the practice manager or surgery managers to discuss any issue. Each month details of NHS schemes such as how to claim for prescription costs or the appropriate use of A&E are Reporting Template (Annex C) Page 8

9 advertised by posters and attaching information to repeat prescriptions. The PPG has worked closely with the practice in setting priorities and discussing action plans. The results of the plans are reviewed and discussed at the monthly PPG meetings. The practice has improved the patient environment by redecorating Marymead Surgery, upgrading patient facilities and dealing with outstanding maintenance issues. The Knebworth Surgery has now had approval to be redeveloped. The telephone answering has improved due to recruitment of staff, re-organisation of how calls are dealt with and staff education on the importance of dealing with telephone calls quickly and efficiently. The new web site offers patients a better interface with the practice and allows a patient to do a lot more on line (repeat prescriptions, book and cancel appointments, register with the practice, access to medical records). This will also reduce the need for patients to contact the practice over time. The PPG is an integral part of the practice and plays an important role in its development. The PPG also takes part in several quality initiatives used to assess the performance of our local hospitals and services. The PPG and the practice have worked together to secure funding for two community based defibrillators which will be installed in April Reporting Template (Annex C) Page 9

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