Patient Participation Reporting Template 2014-2015 Practice details: Minchinhampton Surgery Stage one validate that the patient group is representative Demonstrates that the PRG is representative by providing information on the practice profile: Does the Practice have a PPG YES/NO YES NO O Practice population profile (% ROUNDED) PRG profile Difference Age 6% 18 24 - % 18 24-8% 25 34 - % 25 34-13% 35 44 - Age band 25-54 % 35 44 - Age band 25-54 7% 19% 45 54-40% % 45 54-47% 1
Practice population profile (% ROUNDED) PRG profile Difference 18% 55 64 - % 55 64-20%65 74 - Age band 55-84+ %65 74- Age band 55-84+ - 2% 12%75 84-55% %75 84-53% 5% Over 85 - % Over 85 - Ethnicity (less than 1% of the Practice population has a recorded ethnicity of other than white British) White White % British Group - % British Group - % Irish - % Irish - Mixed 0.3% Mixed % White & Black Caribbean - % White & Black Caribbean - % White & Black African - % White & Black African - % White & Asian - % White & Asian - Asian or Asian British 0.3% Asian or Asian British 2
Practice population profile (% ROUNDED) PRG profile Difference % Indian - % Indian - % Pakistani - % Pakistani - % Bangladeshi - % Bangladeshi - Black or Black British 0.1% Black or Black British % Caribbean - % Caribbean - % African - % African - Chinese or other ethnic Group 0.1% Chinese or other ethnic Group % Chinese - % Chinese - & Any Other - & Any Other - Gender % Male -49% % Male 20% 29% % Female -51% % Female 80% 31% Differences between the practice population Minchinhampton Surgery Patient Participation Group (PPG) was established about 30 3
and members of the 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: Are there any specific characteristics of your practice population which means that other groups should be included in the PPG? Eg a large student population, significant number of Jobseekers, large numbers of nursing homes, or a LGBT community YES NO O years ago. All registered patients are considered members of the PPG and are welcomed to meetings although there are elected officers and committee members: 16 in all. It is realised that the PPG demographics of mainly middle aged or retired patients are not totally representative of the Practice population. Practice population demographic information has been shared with PPG members. To encourage wider participation, two thousand new PPG flyers were printed and widely distributed early in 2015 through a number of outlets: primary school bags copies of the Stroud News and Journal at M & B stores Library Surgery Boots (with prescriptions) Parish magazine This has resulted in more people coming forward including two more men who will join the committee at the next AGM. We also email patients about the PPG and the AGM and have set up a PPG email address so patients can respond directly: minchppg@gmail.com. If you have answered YES, please outline measures taken to include these specific groups and whether those measures were successful: The demographics of Minchinhampton Surgery show a larger than average elderly population. This group is represented on the committee. The Practice population includes several care homes for patients with learning disabilities. The PPG has been mentioned to staff working at the homes but so far no one has attended meetings. The surgery also looks after several nursing homes. Larger PPG meetings are actually held at a local nursing home, Horsfall House with the support of the manager. The PPG also arranges meetings with the local pharmacy. 4
Is the group virtual or face-to-face? The 16 PPG officers and committee members meet face to face. However information about the PPG and information is shared electronically with all patients supplying email addresses. How many members are there on the PRG? 16 Step 2 Review Patient Feedback Outline the sources of feedback that were reviewed during the year: Comments made direct to PPG members either through word of mouth, letter or email Comments made by patients to drivers of the Patient Participation Group volunteer driver scheme Feedback from Friends and Family Test Feedback following short telephone surveys to gauge reaction to new services such as the 24/7 telephone system that allows patients to book, check and cancel appointments and order repeat prescriptions using their telephone. The PPG is fortunate in having a member who is also a representative from Healthwatch so any information pertinent to the Surgery can be reviewed. How Frequently were these reviewed with your PRG There is an opportunity at every meeting to review feedback (meetings are held six times a year). Committee members would contact the Practice Manager direct if anything urgent came up between meetings. Priority Area 1 Describe the priory area: Develop more awareness of the existing buddy system to support continuity of care, especially with chronic conditions. Although this had been chosen as a priority in a previous year the PPG felt it was important to develop this and ensure all patients both new and existing were informed. 5
Why was this priority identified: Four of the six partners at the Practice are part-time and patients are often unsure what to do when the doctor they normally see is not in. There are also two registrars, one full time and one half time. The Practice has looked at this particularly over the past year. Patients often want an immediate appointment or response to their query even if the appointment or reply would be better from their usual doctor familiar with their history, when that doctor is next in. Obviously there are times when it is entirely appropriate and necessary for an immediate response and this is why the surgery developed a buddy system many years ago. However it is important that patients are aware of this. As a training practice we have registrar doctors working for 6 months or a year. If a patient is regularly seeing this doctor it is important they know their name and what to do when they are not there. What actions were taken to address this priority Keep Practice Leaflets and website updated Information in Newsletters Information on right hand side of prescription Use of patient information screens in waiting room Use of pictorial posters shows doctors photos, working days and buddies to include all doctors; partners and registrars. Ensure newly registered patients are kept informed. Ensure staff are appropriately trained What were the results of the actions and what impact on patients and carers. How was this publicised. Better continuity of care. Less wasted appointments as patients do not see the first available doctor and then their usual doctor, but their usual doctor or their buddy. Information will be included in Action Plan on Practice website and paper newsletter. 6
Priority Area 2 Describe the priory area: Use of patient screens to keep patients updated on important issues. This also supports priority area 1 to inform patients about the GPs at the Surgery - their working days and their specialties Why was this priority identified: The waiting room has very limited poster display space and it has been commented that when a lot of posters are displayed it can look cluttered and confusing. Previously we have created patient information folders for patients to access in the waiting room but access can be limited when the waiting room is very busy. We are aware not all patients access the practice website so displaying good, timely and appropriate information whilst patients are in the waiting room can be very helpful. What actions were taken to address this priority The Practice are installing two new screens, to go in both halves of the waiting room. This will ensure that all patients in the waiting room have access to the information currently being put on the existing screen. The new screens also come with improved software that will allow publication of local information and updates as well as access to a wide database of health promotion information and slides on specific awareness weeks. What were the results of the actions and what impact on patients and carers. More informed patient and carer group How was this publicised. Information will be included in Action Plan on Practice website and paper newsletter. Priority Area 3 Describe the priory area: Improved awareness of ways to book appointments and order repeat prescriptions, 7
particularly for those who do not have access to a computer Why was this priority identified: Telephone lines can be very busy during the working day so the Practice has introduced a new telephone service that allows patients to book appointments and order repeat prescriptions 24/7 (in addition to the practice receptionists answering calls during working hours). The practice has also offered on-line booking of appointments and ordering of repeat prescriptions for a number of years. Whilst a large percentage of patients use these methods it is realised that not all patients are aware of these facilities or comfortable using them. What actions were taken to address this priority PPG members offered to : Draft any leaflets/flyers that might be needed to help/inform patients. Help those patients who had a computer but did not feel confident enough to use the on-line booking system. The Practice will continue to Provide information in newsletters, patients screens and website. Provide FAQ to help patients use new services Sign post patients to the PPG if help is needed. What were the results of the actions and what impact on patients and carers. Full use of all the booking and repeat prescription ordering services. Better access for patients 24/7. Less frustration for patients and freeing up phone lines for important calls. How was this publicised. Information will be included in Action Plan on Practice website and paper newsletter. Progress on previous years If you have participated in this scheme for more than one year, outline progress made on the issues raised in the previous year (s) 8
Year 1 o Better Information Leaflet for Young People: Under 25 Clinic leaflet now available, other services kept up to date on website. o Signposting of Additional Services Available within the Practice: information available in Practice and website. Year 2 o Improvements to the waiting room area: decoration and ventilation: decorated and new improved fan purchased. o Understand the reality of accessing a Dr quickly when the patient believes their needs are urgent and examining why patients perceptions are less positive in this area this year than previously: more information about GPs and their working days in waiting room. o Review options to allow Receptionists to deal with patients immediately at the window/hatch, rather than answering telephone: more receptionists employed at busiest times but restricted by constraints of current building. Year 3 o Better understanding of doctors working at the Surgery: a good start with photo posters, information on website, practice leaflet and right hand side of prescription. o Review comfort of waiting room: major refurbishment completed with new infection control standard seating and flooring and improved patient toilets (all in consultation with PPG). o Investigate whether parents and guardians of children under 10 could use on-line services. Investigated but information governance concerns, whilst our system could allow automatic ceasing when a patient reaches a certain age, dangers of GP to GP transfer of notes to a system that does not allow, or not set to, automatically cease at a determined age. PPG Sign Off Has the report been signed off by the PPG Yes / No although the report has been discussed with the PPG 9
What date was this report signed 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? To encourage wide participation, two thousand new PPG flyers were printed and widely distributed early in 2015 through a number of outlets: primary school bags copies of the Stroud News and Journal at M & B stores Library Surgery Boots (with prescriptions) Parish magazine The PPG Volunteer transport scheme organises lifts to hospital and GP appointments to patients and carers. The users of this service are often housebound and, or, isolated and it is useful when feedback is received through the PPG drivers. The use of email is useful for a wide range of patients but perhaps particularly encourages the younger patients to communicate, if there is a subject that is important to them. Has the practice received patient and carer feedback from a variety of sources The Practice is always open to receive comments from all patients and carers. The friends and family test is available on our website as well as available in paper form at the Surgery encouraging comments from as wide a group as possible. As the friends and family test is anonymous sources cannot be determined. 10
How was the PPG involved the agreement of the priority areas and the resulting action plan? Discussion at the PPG meetings. How has the service offered to patients and carers improved as a result of the implementation of the action plan? Improved information. More comfortable facilities for patients. Patient ownership: feeling they are part of service improvement, patients feel they can raise concerns or make comments knowing that will be taken seriously and the issues will be discussed in an appropriate way. Do you have any other comments about the PPF or practice in relation to this area of work? Lack of reasonable meeting space at Minchinhampton Surgery s current premises. Meetings have to be held in the evening in the Waiting Room. Name of Individual Completing this Document: Wendy Gordon Role: Practice Manager 11