Arden, Herefordshire and Worcestershire Area Team Patient Participation Enhanced Service 2014/15 Reporting Template Practice Name: Central Surgery Practice Code: M84023 Signed on behalf of practice: R Barrass Date: 11/02/2015 Signed on behalf of PPG: Mrs S Krumes Date: 11/02/2015 1. Prerequisite of Enhanced Service Develop/Maintain a Patient Participation Group (PPG) Does the Practice have a PPG? YES / NO Method of engagement with PPG: Face to face, Email, Other (please specify) Engagement with the PPG is carried out using a mixture of Email and face to face meetings. Number of members of PPG: 12 active approx. 30 registered. Detail the gender mix of practice population and PPG: % Male Female Practice 51.80 48.20 PPG 48.78 51.21 Detail of age mix of practice population and PPG: % <16 17-24 25-34 35-44 45-54 55-64 65-74 > 75 Practice 22.29 7.80 16.02 16.53 14.95 9.84 7.18 5.39 PPG Not declar 1
ed Detail the ethnic background of your practice population and PPG: White British Irish Gypsy or Irish Other traveller white Practice 27.19 0.41 12.36 PPG White &black Caribbean Mixed/ multiple ethnic groups White &black White African &Asian Other mixed Asian/Asian British Black/African/Caribbean/Black British Other Indian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other Black Arab Any other Practice 1.53 0.72 0.56 0.53 2.07 0.08 54.56 PPG 100% 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: The Practice operates an open recruitment and membership criteria with regard to the PPG. Ensuring that at all times it is in accordance with our equality and diversity policy. To encourage the participation by all elements of the Practice population we use a mixed range of communication channels. This is to ensure that we are attempting to engage with as many differing groups within our Practice population. Currently we are usng the following communication channels: 2
Email, Newsletters, Website, Face to face meetings 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 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 Practice handed out several hundred questionnaires between the beginning of September and the beginning of January. Based on our list size of 20121 we needed to achieve a return of 377 forms for the data to have a 95% degree of accuracy (based on a Confidence Interval of 1.96, with a standardised distribution). A total of 514 were actually achieved. A question was included to meet the Friends and Family would you recommend test. A summary of the survey data is shown below: 3
97.8% of the patients who responded would be happy to recommend the Practice or family member. With regard to all types of clinical staff patients indicated that 100% of them were confident about the clinicians ability to provide care and secondly that they would b happy to see the clinician again. All staff types scored between 90.8% and 100% for politeness to Patients. Clinical Staff scored between 96.4% and 100% for explaining the patients and treatment. Clinical staff also attained a score between 96.9% and 100% for listening to Patents. Overall the survey showed excellent scores for the Practice for all of the questions that were asked. Since the start of 2015 the Practice has offered the Friends and Family Test; which is reviewed on a monthly basis. How frequently were these reviewed with the PRG? The results of the survey and any other patient feedback is reviewed with the Patient group on a quarterly basis. If the patient group wish to meet at an intervening point to discuss a specific matter this is accommodated by the Practice. 4
3. Action plan priority areas and implementation Priority area 1 Description of priority area: Survey Results (continue to support Positive results). What actions were taken to address the priority? Ongoing monitoring by management team and use of Patient feedback. Result of actions and impact on patients and carers (including how publicised): The results of the survey have been published by the CSPA and have been put on the Practice website. Current feedback would suggest that results are being maintained. Consequently patients and their carers are finding that visiting the Practice is more enjoyable and less stressful. 5
Priority area 2 Description of priority area: Continue with updates to the Practice website. What actions were taken to address the priority? The CSPA is assisting with the review of the Practice website. The aim is to make it less generic and more patient friendly. A larger section will be added to make the CSPA more visible and to support engagement with differing groups. Result of actions and impact on patients and carers (including how publicised): The work is ongoing and is expected to be complete by the end of July 2015. Changes are being publicised by the CSPA using their newsletter and via website updates. Once the changes are in place it is hoped that the CPSA will have a much higher profile, so supporting it s efforts to engage with the Patients and ensure they can effectively provide input to the practice. The changes to the website will also result in a much less sterile experience. Consequently they (patients and stakeholders) will then visit the website more often making it a much better communication channel. 6
Priority area 3 Description of priority area: Develop online access to the Practices services. What actions were taken to address the priority? The clinical system has been configured to allow online patient access to Book Appointments, Order Repeat Prescriptions (both paper and electronic), Basic access has been provided to the patients medical record. Result of actions and impact on patients and carers (including how publicised): Configuration is now complete. As a result patient s and their carers can now access key services to support their needs, even when the practice is closed. Coupled with the recent introduction of Electronic Prescriptions patients are now able to have a much improved prescription ordering ad collection process. The new services and process are being advertised by the CSPA newsletter, website updates, Posters, and staff interactions. 7
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): The CSPA survey was discussed at 3 meetings: 1. With the members of CSPA on 11/02/2015 2. The partners on 24/02/2015 3. The nursing staff on 25/02/2015 We were delighted to see further improvements on previous surveys. The latest survey shows a solid level of improvement in the feedback from patient s showing the hard work of staff is being appreciated by patients and more importantly improving the service level being received by patients. It is particularly heartening to know that patients have a high degree of trust and confidence in the care being provided by the Practice and that 97.8% would be happy to recommend the Practice to friends and family. Following discussion with the CSPA the question of changes to the Practice s opening times was dropped as a planned action. After careful consideration it was felt by all parties that this no longer seemed to be an important issue. Especially with the extended hours provision being provided by the Practice. This topic can be revisited again, should the question of access times become an issue again in the future. There are now no outstanding items from last year s action plan. 8
4. PPG Sign Off Report signed off by PPG: YES/NO Date of sign off: 11/02/2015 Has the report been published on the practice website? YES/NO 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 CSPA currently consists of working and retired patients both male and female. The group represents a large number of our patients, we have tried to recruit new members by advertising on our website, in our practice Leaflet and in our newsletters as well as on our Patient Participation Group notice board. Information has also been included on the Practice website to broaden our engagement efforts. As has already been mentioned the Practice uses a variety of communication channels to engage with differing elements of the Practice population. These include but are not confined to email, SMS text messaging, Newsletters, face to face meetings. The use of Social media is currently der evaluation by the CSPA. The existing newsletter is being circulated in greater numbers to try and engage with the broader community and other stakeholders. As it was agreed at our meeting in February 2014 that our patient survey was too long last year and may be this was why we struggled to get patients to complete them. The CSPA agreed that we needed to reduce the number of questions. 9
In July 2014 we revamped and agreed the questions we should include for this years survey. The results of the survey were reviewed with the CSPA on Wednesday 11 th February 2015. The action points for the coming year were agreed at this meeting. Please return this completed report template to the generic email box england.ahwat-pc@nhs.net no later than 31 st March 2015. No payments will be made to a practice under the terms of this ES if the report is not submitted by 31 st March 2015. 10