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Derbyshire & Nottinghamshire Area Team

2014/15 Patient Participation Enhanced Service REPORT

 

 

Practice Name: Hill View Surgery

 Practice Code: C84656

 Signed on behalf of practice: Amanda Brown (Practice Manager)                                                   Date:

 Signed on behalf of PPG:  Dennis R Clamp (Chairperson)                                                                 Date:

 

 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)

 

Monthly meeting. Emails to virtual members.

 

 

Number of members of PPG: 11

 

 

 

Detail the gender mix of practice population and PPG:

 

Pt Number

Male

Female

Practice

1512   51.3%

1430 48.5%

PPG

4

7

 

 

 

 

Detail of age mix of practice population and PPG:

 

Pt Number

<16

17-24

25-34

35-44

45-54

55-64

65-74

> 75

Practice

524

17.8%

298

10.1%

393

13.3%

357

12.1%

565

19.2%

426

14.4%

196

6.6%

140

4.7%

PPG

0

1

0

1

1

3

3

2

 

Detail the ethnic background of your practice population and PRG:

 

Pt Number

White

Mixed/ multiple ethnic groups

 

British

Irish

Gypsy or Irish traveller

Other white

White &black Caribbean

White &black African

White &Asian

Other mixed

Practice

2892

0

0

0

6      

0.2%

2      

0.1%

2  

0.1%

5

0.2%

PPG

8   0.3%

1 0.0%

0

1       0.0%

0

0

0

0

 

 

Pt Number

Asian/Asian British

Black/African/Caribbean/Black British

Other

 

Indian

Pakistani

Bangladeshi

Chinese

Other

Asian

African

Caribbean

Other Black

Arab

Any other

Practice

9

0.3%

 

8

0.3%

0

1

0.0%

7

0.2%

0

3

0.1%

2

0.1%

0

0

PPG

1

0

0

0

0

0

0

0

0

0

 

 

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 representation from Ethnic groups has remained stable from last year, which is a positive. It was agreed that the opt in letter (that was devised and adopted last year by members of the group) to join the PRG in person or virtual will be attached to scripts for these ethnic patient’s. The letter will also be displayed on the PPG notice board and on the website. The practice have also discussed the possibility of having our practice leaflet, the opt in letter and parts of the website in different languages but it was deemed the numbers were too small but this is an option should they increase.

Flyers advertising the group have also been made available during the late night surgery and also our baby clinic to try and encourage new parents and also working patients to join either virtually or in person.

Emails have been sent to all patients who have registered for SystmOne online to invite them to become a virtual member of the group.

 

All minutes are available to patients to view either on the website or from the practice manager. The PPG organize at least three tombola’s each year raising valuable funds for the practice/benefit of the patients. All members are available and take the opportunity to discuss with patients the group’s role in the practice and the CCG as a whole.

 

The group is in early talks with the chairperson from the Blidworth & Ravenshead PPG as she attends the CCG stakeholder reference group (CCG SRG). She has very kindly agreed with support from the CCG to attend the meetings as our representative also. Unfortunately due to the timing of the meetings we are unable to propose an attendee. The PM ensures that any correspondence from the CCG SRG is shared with the group as she is included in all SRG emails/paperwork.

 

 

 

 

 

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:

 

 

 

 

 

 

  1. Review of patient feedback

 

Outline the sources of feedback that were reviewed during the year:

 

Friends and Family Test both in paper form and electronic form on the website

Email to pts for feedback for CQC presentation

Complaints Review

Significant Event Reviews

 

Our patient group are completely representative of the population as a whole regarding technology – some agree and have opted in, some do not have mobiles or computers, therefore in every discussion we have we have to look at ALL options to gain buy in from our patients as a whole.

The Friends & Family test results have been very positive and a number of patients have taken the time to write comments also, we print the results & the comments out for the PPG board and also discuss in our monthly meetings.

 

 

 

How frequently were these reviewed with the PRG?

 

At each monthly meeting. Our meetings ensure that communication comes from both the practice and the members of the group, any concerns raised by patients to group members are discussed. Developments within the practice e.g staff changes and CCG updates are also discussed.

The PPG is a standing item on our staff meeting agenda to ensure collaborative working between the practice and the group, and also to inform the practice and the group what is happening not only in their membership but in the CCG and LAT as a whole.

The group members value the opportunity to understand why and what patients raise as complaints/comments/compliments and criticisms and how we as a practice use these as a positive and turn into a learning/training event

 

 

 

 

 

 

 

 

  1. Action plan priority areas and implementation

 

Priority area 1

Description of priority area:

 

Review Group and Constitution – Following on from the disbandment of the previous PPG, it was agreed by the chairperson and the practice that the group must continue as the feedback and collaborative working was too important to lose. Patients views are instrumental in changing attitudes/offering new services/looking at existing ways of working etc and the patients feedback to the patient group regularly.

 

 

What actions were taken to address the priority?

 

The Chairperson met with the Senior GP Dr Jairam and the Practice Manager and together they looked at issues that arose from the previous group and previous group members and also how to avoid similar situations. The constitution was re-written to protect the patient group and ensure collaborative working and communication between the practice and the group.

 

 

Result of actions and impact on patients and carers:

 

The group is now fully up and running with an increased number of members. Regular tombola’s have been organised with monies raised going to benefit the patients and carers as per the original objective of the fundraising events. The group have evolved with input from other groups and are looking to organise joint events with neighbouring practices and PPGs.

 

 

How were these actions publicised?

 

The patient group have their own notice board in the waiting room where the disbandment was detailed. All events and monies raised are advertised as well as what the money has been spent on. The minutes of the group meetings are also placed on the website and are available from the practice manager.

 

 

 

 


Priority area 2

Description of priority area:

 

Clinics over running, clinicians running late. The PPG wanted to understand why? How?

 

 

 

What actions were taken to address the priority?

 

The priority was decided following feedback from patient’s , not only on last year’s patient survey but also from on our friends and family paperwork and verbal comments from patients.

The PPG met with the clinicians and also staff members to understand the reasons behind this. It was agreed that all ‘complex’ pts and pts with LTC would be offered a 20min appt with the clinician to negate the chance of clinics running late. It was also agreed that staff would inform all patients if a clinic was running 15mins late – previously 20mins and give the option to rebook. Patients are less likely to complain and be upset if they are made aware of any potential disruption to the services offered.

 

 

 

 

Result of actions and impact on patients and carers:

 

We as a practice have received fewer complaints regarding clinics running late and them not being notified. Clinicians are also reminded to apologise to patients when they take/meet them to take to the clinical room.

When we discussed this at our PPG meeting, all members felt that communication and being aware of delays would have a positive effect on patients.

 

 

 

 

 

 

 

How were these actions publicised?

 

Notices have been placed in the waiting room explaining that sometimes due to emergencies clinicians may run late and to apologise in advance.

 

 

 

 

Priority area 3

Description of priority area:

 

To encourage patients to opt in to Systm1 online (S1 online)

 

 

 

 

What actions were taken to address the priority?

 

Baseline report was ran to show how many patient had registered for S1 online. On the date of the PPG meeting the report was ran again and the figure had rose to over 10% of the registered patient population – a marvellous achievement.

Staff and members of the patient group were given a training session on what is available and how. Information governance and confidentiality issues were also discussed. There is a dedicated noticeboard in the waiting room regarding summary care records and what is currently available when patients register and what will be available in the future. Notices are also placed where patients book in with reception. The uptake has increased greatly, although some patients are still a little unsettled regarding their notes and who we may share with. Staff have been fully trained regarding questions they may be asked and we now have a ‘SCR champion’ staff member. This staff member actually organised the training for the rest of the staff and gave examples of what the SCR currently looks like and what it may look like in the future.

 

 

 

 

Result of actions and impact on patients and carers:

 

Patients who have registered for S1 online have recently received an email asking them for their opinions of the services offered. The majority of pts who have registered do not attend the surgery regularly and this has been an ideal opportunity to reach and receive the feedback from a wider range of patients.

Patients are able to book appts online, order prescriptions and now view their summary care record. They are also able to ask the clinicians/receptionists questions regarding medications etc. This eases the number of pts waiting at the reception desk and also gives patients increased control over their own health and the care they receive.

All staff are trained fully in patients opting in to S1 online and we have adopted a crib sheet with easy to follow instructions for any patients that may struggle when first logging on. With regards to carers and children , any request for online access is passed to the Caldicott Guardian to authorise.

 

How were these actions publicised?

 

There is a ‘Avoid The Queue Poster’ displayed at reception that has been very popular and also when new patients are registering we send a verification email to them to respond to and then follow up a week later with an introduction to S1 online.

S:\Avoid the queue.docx

There is a dedicated noticeboard in the waiting room regarding summary care records and what is currently available when patients register and what will be available in the future. Notices are also placed where patients book in with reception. We have also added all the information to our website.

 

 

 

 

 

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 main issue for our patients is our building and how we can grow and offer more community based services e.g physio, pain clinic appointments, district nurse clinics and become a training practice.. Although we meet regularly with the Local Area Team, our group feel their wishes and the wishes of the patient population (as previously surveyed) are not being listened to. They would like to meet with the LAT and/or members from the CCG to discuss their concerns further.

We have recently had a site visit from the CQC as we declared in our application that our building is not fit for purpose, despite major alterations being arranged and carried out in the last year. Staff are trained to completed risk assessments to ensure/enable them to cope with any issues arising. The patient group are also aware of these issues and have been instrumental in giving us feedback regarding previous access to the building issues.

Our patient population is very supportive of our plans for a new build and we are hoping to organise public engagement and consultation events in conjunction with the Local Area Team (LAT) and Clinical Commissioning Group (CCG).

Our patient group is well known and recognised in the practice, their work and input into how we address and shape services in our practice cannot be underestimated.


 

 

  1. PPG Sign Off

 

 

Report signed off by PPG:    YES

 

Date of sign off: 06.03.15 at PPG Monthly meeting

 

 

How has the practice engaged with the PPG:

 

How has the practice made efforts to engage with seldom heard groups in the practice population?

 

Patients that are registered for Systm1 online, that work and do not attend the surgery often are canvassed for their views by email.

 

 

 

 

Has the practice received patient and carer feedback from a variety of sources?

Yes, in person, by email and on the Friends & Family test comments

 

 

 

 

 

 

Was the PPG involved in the agreement of priority areas and the resulting action plan?

 

Yes, the PPG are very proactive in their participation, the chairperson contributing to this response.

 

 

 

 

 

How has the service offered to patients and carers improved as a result of the implementation of the action plan?

 

Yes, waiting times are reduced as times given to clinicians for patients with complex needs or LTC have increased. Pts are made aware earlier if clinics are likely to run late.

 

 

 

 

 

Do you have any other comments about the PPG or practice in relation to this area of work?

 

 

 

 

 

 

 

 

 

 

 

 

Please submit completed report to the Area Team via email no later than 31 March 2015 to:

 

 

 

 

 
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