Arden, Herefordshire and Worcestershire Area Team Patient Participation Enhanced Service 2014/15 Reporting Template Practice Name: Whitehall Medical Practice Practice Code: M84004 1. Prerequisite of Enhanced Service Develop/Maintain a Patient Participation Group (PPG) Does the Practice have a PPG? YES Method of engagement with PPG: Face to face, Email, Other (please specify): Currently email moving to quarterly meetings from April 2015. Number of members of PPG: 8 Detail the gender mix of practice population and PPG: % Male Female Practice 7090 6809 PPG 3 5 Detail of age mix of practice population and PPG: % <16 17-24 25-34 35-44 45-54 55-64 65-74 > 75 Practice 2753 1417 1568 1654 1986 1637 1635 1109 PPG 1 2 2 1 1 1 1
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 12156 46 446 26 9 17 79 PPG 8 Asian/Asian British Black/African/Caribbean/Black British Other Indian Pakistani Bangladeshi Chinese Other African Caribbean Other Arab Unknown Asian Black Practice 425 14 1 31 50 16 37 64 4 473 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: Once again the group is neither reflective nor representative of it s practice population. We find our patient participants have either some previous experience in the medical field or currently work with the medical field in some way or other government projects. 2
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: Several complaints regarding receptionists were reviewed. Car parking Patient suggestions Friends and Family Test Website Compliments/complaints Feedback through multidisciplinary meetings with attached staff i.e. District Nurses, Macmillan Nurse How frequently were these reviewed with the PRG? Quarterly. 3
3. Action plan priority areas and implementation Priority area 1 Description of priority area: Reception. Some complaints with regard to queues at reception. Sometimes only one receptionist present, which can present long delays. What actions were taken to address the priority? Scheduling two receptionists on the front desk at key busy times i.e. 8.30am and other known hot spots throughout the day. Further training for receptionists in areas where there may be a lack of confidence and knowledge. Ongoing support from the Reception Manager in this area. Result of actions and impact on patients and carers (including how publicised): This action is ongoing but hopefully this will reduce queues and frustrations for patients. The effect should be felt when next attending the practice with a far more efficient flow through reception. 4
Priority area 2 Description of priority area: Some issues with prescriptions in light of the new electronic prescribing. Patients are not aware certain items cannot be sent electronically which causes confusion and frustration. What actions were taken to address the priority? Ongoing review of the prescribing system and getting around the rogue items which do not transfer electronically. Patient are made aware as the prescribing team are becoming more aware of which items tend to be printed out for signature and collection. This process is currently undergoing review and we hope to resolve this in the next 3/12. Result of actions and impact on patients and carers (including how publicised): We hope to reduce the necessity for patients to have to come into the practice to collect the printed prescription if they have initially ordered electronically and wish to collect direct from the chemist. We are meeting with local pharmacies to see how we can resolve this. Posters are being placed in the reception area to any by the prescription ordering area to advise patients of some items which may have to be printed and collected by either the pharmacy or by the patient. 5
Priority area 3 Description of priority area: Increase the use of electronic ordering of prescriptions and online appointment booking. What actions were taken to address the priority? We have seen a significant rise in the number of patients registering for online services. Patient Access is advertised within the surgery and on our website. Notes will also be placed on repeat prescription forms to encourage registration with this service. Result of actions and impact on patients and carers (including how publicised): This will hopefully reduce the time spent by reception booking appointments so they can streamline other areas of reception to produce an even more efficient service for our patients. Posters in reception and flyers on prescriptions and in reception. 6
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): Survey Finding Agreed Action Action by who Action by when Date completed Appointment System Telephone Access Increase pre bookable appointment availability. Quicker telephone answering first thing in the morning. Increase early am reception staff. GP s & Practice Manager 31 st December 2014 31 st December 2014 Practice Manager and Reception Manager 31 st December 2014. However, this project is ongoing and subject to regular review. There will be further increases in pre bookable appointments to provide more availability with the advent of online appointment booking.. Practice Manager July 2014 31 st July 2014 Practice Manager & Reception Manager. More staff scheduled on the telephones and front desk from 8.30am. 7
4. PPG Sign Off Report signed off by PPG: YES Date of sign off: 24/03/2015 Has the report been published on the practice website? YES How has the practice engaged with the PPG: Yes How has the practice made efforts to engage with seldom heard groups in the practice population? Members of the PPG have advertised themselves in the waiting room trying to target various groups of our practice population i.e. ethnic minorities, young mothers etc. The Child Health Surveillance clinics have been target but as yet we have not had anyone join. The group will hold a further meeting late April to discuss the strategy for 2015/16 to attract seldom heard groups. Has the practice received patient and carer feedback from a variety of sources? Yes, via the Friends and Family Test, complaints/compliments and via our website. We take the views of our patients seriously and look to improve where possible upon patient/carer suggestion. 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? We are seeing improvements all the time but the most significant improvement from last year is the introduction of the a local telephone number and online appointment booking/prescription ordering. Do you have any other comments about the PPG or practice in relation to this area of work? We are looking to renew our strategy in 2015/16 to encompass a more balanced PPG moving forward if possible. 8