2014/15 Patient Participation Enhanced Service REPORT

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2 2014/15 Patient Participation Enhanced Service REPORT Practice Name: Practice Code: C Signed on behalf of practice: Ruth Cater (Practice Manager) Date: 24 th March 2015 Signed on behalf of PPG: Deborah Watson (Chair) and Shirley Cutts (Secretary) Date: 25 th March 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 and Number of members of PPG: 15 Submitted to the Derbyshire & Nottinghamshire Area Team 2

3 Staffa Health gender mix of practice population and PPG: % Male Female Practice PPG 25% 75% Staffa Health age mix of practice population and PPG: % < > 75 Practice 18% 9% 12% 12% 15% 13% 12% 9% PPG 7% 5% 74% 14% Staffa Health ethnic background of practice population and PRG: % White Mixed/ multiple ethnic groups British Irish Gypsy or Irish traveller Other white White & black Caribbean White &black African White &Asian Other mixed Practice 97% 3% PPG 100% Staffa Health measures to ensure that the PRG is representative of the wider practice population: We continually try to recruit patients to be members of our patient group by attending meetings and also patients who are willing to be contacted for feedback as a virtual group via . Every new person joining the Practice is asked if they are willing to be contacted concerning patient feedback in our new patient registration form. We had 23 responses in 2012 from patients who expressed an interesting being part of a virtual patient group with a further 11 being recruited in the Autumn flu clinics in People who have expressed an interest in being involved in the work of the group through are held on an group and contacted from time to time for their views. In the main the PPG members are representative of the older female population. The group have discussed the lack of representation from our younger population on several occasions. In order to increase involvement from the younger population we have had contact with our local school through the school nurse and PHSE teachers and have supported project work in the school. In 2013/14 we participated in an initiative with Derbyshire Youth Council to allow young inspectors to visit the surgery and were given feedback. This was repeated in Spring of This helps us to have some comments on our services from our younger population. We have worked with our midwives and health visitors to continuously distribute our patient surveys on behalf of the Practice to reach young parents for their views. We also have strong connections to our CVP Coalfields Community Organiser for Tibshelf. They have recently set up a Youth Committee to develop youth projects in Tibshelf. We have shared information with the Committee and the Practice Manager has been invited to attend 3

4 one of the Committee meetings in the future to discuss what services the group members would like to see the practice provide. The involvement of younger people has been one of our priority areas for the PPG this year see below, priority Area 1. We continually recruit membership to our patient group and seek patient feedback by: Creating a patient participation section on our web site Seeking members from new registrants to the Practice through a question on the new patient registration form (attached Example 1). Creating a leaflet informing patients about our PPG and encouraging people to join our virtual group if they cannot commit to a face to face meeting (leaflet attached Example 2) Asking present group members to promote the group and engage membership from their other local committee s and groups Gathering information about patient s and mobile phone numbers for ease of communication in future We have included an invite to the patient group on our flu vaccination invitation cards in the past (see Example 3 of Flu Card) We continue to promote our Practice Annual survey to all of our patients (see Example 4 of our updated Patient Survey) We promote the dates of the PPG meetings and post the minutes of the meetings on the PPG notice board at each surgery and on our website The PPG have discussed in detail on numerous occasions the suitability of location and timing of our meetings in case this may be a barrier to younger people attending the meeting. The current members agreed unanimously that afternoon meetings at Tibshelf suit the current membership of the group. It is agreed that if we have members who would like to meet in the evening then this will be considered. Are there any specific characteristics of your practice population which means that other groups should be included in the PPG? No. We have made every effort to increase the numbers of younger people involved in the group as described above. Whilst representation from male patients in the Patient Group is proportionately lower than the rest of the practices population, the male members of the group are actively involved and contribute significantly to discussions. 4

5 2. Review of patient feedback Outline the sources of feedback that were reviewed during the year: In September 2014 the following sources of feedback were reviewed by the Patient Group: Staffa Health in-house Patient Access Survey results July 2014 Staffa Health General Patient Survey results 2014 Summary of Complaints received September 2013-September 2014 Patients Comments from NHS Choices for all sites over the past 12 months National GP Patient Survey Report for Staffa Health 2014 How frequently were these reviewed with the PRG? The above information was reviewed at the September meeting and we plan to review patient feedback with the group regularly whenever we conduct a patient survey or whenever there is some feedback from patients that requires a discussion with the group. 5

6 3. Action plan priority areas and implementation Priority area 1 Description of priority area: 1. Promote & increase feedback from younger patients in order to help us provide services that meet their needs. It has been recognised by our PPG that the Patient Group could be more representative of our younger patients and that we could do more to encourage views from our younger patients to understand their health needs better. What actions were taken to address the priority? As there have been a number of efforts to engage younger people in the group already, the group have explored more innovative ways to elicit the views from the younger population, get them more involved in the practice and identify their needs. These are: One of our PPG members has conducted a piece of research into the needs of younger patients in February This research was a literature review. This showed that there are a number of key areas the practice can work on to improve the services on offer to younger patients for example the location of services and affordability of any associated costs, staff attitude towards them, age-appropriate environment etc. The research done to date is to be discussed at next month s Patient Group with a view to establishing some actions that can be taken in response to the findings. It will also enable us to form the basis of a more targeted survey instrument for young people which we can disseminate in future. The Practice Manager attended a local Have your say event in 2014 and received feedback from local people about their local services and the developments they would like to see. There was a lot of involvement at the event from younger people. As a result of the willingness of young people to be involved in this event the CVP Coalfields Community Organiser for Tibshelf has set up a Youth Committee to develop youth projects in Tibshelf. We have shared information with the Committee and the Practice Manager has been invited to attend a future meeting to discuss what services the group members would like to see the practice provide. We have met with the local school nurse to establish a connection with the local secondary school and offered to be more involved with the school either through educational events or outreach clinics. 6

7 We have worked with our midwives and health visitors to continuously distribute our patient surveys on behalf of the Practice to reach young parents for their views. Targeting this younger group of patients in this way helps us to improve the amount of feedback we receive from this group of patients. Result of actions and impact on patients and carers: By collecting more feedback from patients we are able to tailor our services to meet their needs more precisely. This work is ongoing as survey responses come into the practice and as the practice attends groups or events. How were these actions publicised? Patients will be aware of some of the actions through experiencing them e.g. patient survey, attending events etc. We post the minutes of the PPG meetings on the PPG notice board at each surgery and on our website. This annual report will be distributed to PPG members and will be available on our website for patients to read. 7

8 Priority area 2 Description of priority area: 2. Promote and Increase Online services The National GP patient survey told us that 7% of patients had expressed an interest in using an online appointment booking and ordering system but less than 1% had actually registered to use the system. The group agreed that we needed to understand whether there were any barriers to the registration process and to try and support patients who wished to use the system to gain access. What actions were taken to address the priority? We increased the amount publicity about Online Access on our website, on notice boards at sites, through reviewing our leaflet about the system and including information on the flu card (see Example 3). We improved the content of the communications about online access, making it clearer how the registration process worked. We included an opportunity to feedback on the experience of using the online system in this year s patient survey (see Example 4). We write to patients who have completed the pre-registration process but not completed the full registration to remind them of the next steps and support them with full completion. Following feedback from patients we re-designed the crib sheet that staff used to help patients to register on the system. This was because the process was quite complex and staff were finding the registration process too long winded and were making mistakes which had frustrated patients trying to register. Result of actions and impact on patients and carers: In total 325 patients have fully registered for a patient access account. 316 patients are currently registered, this represents a 10% increase in the number of patients actively using the online access systems over this year. These patients can now manage their appointments online, request repeat prescriptions and view part of their medical record online. In addition, 203 patients have completed the initial pre-registration process with a view to enabling full access. We will continue to promote the availability of online booking of appointments, ordering of prescriptions and viewing medical records and supporting patients to gain access. We will also in future be expanding the amount of information patients are able to view online from their medical record. 8

9 How were these actions publicised? Patients will be aware of the increased and improved publicity we have done that is on our website, on notice boards at sites, leaflet, flu card etc. We post the minutes of the PPG meetings on the PPG notice board at each surgery and on our website. This annual report will be distributed to PPG members and will be available on our website for patients to read. 9

10 Priority area 3 Description of priority area: 3. Improving telephone access Concern had been expressed by the Patient Group that younger/older patients would not use the Patient Access system to book appointments online, order prescriptions and view their medical records. It was therefore agreed that we should ensure that access to our services via telephone worked as well as possible. What actions were taken to address the priority? We have an advanced call management system installed within our 4 practices. As we have 4 sites we have the benefit of being able to divert calls around the different sites to provide the most efficient call answering service. We are also able to segregate types of calls e.g. home visits, appointments, prescriptions, general enquiries so that patients requirements are met by the most appropriate individual or team. The practice manager arranged for a meeting with our telecoms provider to review the call flow of our telephone system. This took place on the 23rd December. At the meeting the call flows were reviewed and reports compiled that looked at call volumes, call lengths, waiting times etc. There were some limits to the information that could be analysed, however the call flow between sites was reviewed and some changes to the telephone system were made. In addition, in order to improve our access via telephone we have reviewed the functionality of the SMS text messaging function. The patient group suggested that it would be helpful if patients could send text cancellations and if SMS text appointment reminders could be sent to. It emerged that this functionality was not currently that was available via SMS however we have logged it as a development request and we are awaiting a development by our system supplier. Finally, we are currently in the process of undertaking a capacity and demand review on our appointments system with an external company providing support with the analysis of data and development of new models of working. Part of the development of new solutions will include a review of how we manage the demand for appointments via the telephone and this is likely to lead to changes to the routing of calls round our sites and administration teams. This should lead to an improved experience for patients. This project is in progress at the moment. Options for implementation will be discussed with the Patient Group when they become available in May We had hoped to undertake this piece of work earlier in the fiscal year in order to complete the actions within this fiscal year however we have had to adhere to a procurement process and its associated timescales. We have also been restricted by the 10

11 availability of the company to provide the analysis. Result of actions and impact on patients and carers: Access via telephone more efficient for our patients Other actions will be implemented in the coming weeks following our capacity and demand review that is currently in progress or as SMS text functionality is improved. How were these actions publicised? Options that emerge from the capacity and demand review will be discussed with the patient group. Any changes agreed will be widely publicised to all patients via the website, via leaflets and noticeboard displays. We post the minutes of the PPG meetings on the PPG notice board at each surgery and on our website. This annual report will be distributed to PPG members and will be available on our website for patients to read. 11

12 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): Progress on 4 previous areas of focus are summarised below: 1. Improving the demographic of survey replies by targeting our younger patients Actions that have been undertaken and completed are: Targeting patients under the age of 44 years with surveys when they attend Using prescriptions as a system to publicise surveys Continued relationship with the Youth Council Proactively worked with local schools through PHSE teachers to listen to young people s ideas Explored the use of survey monkey for electronic surveys 2. Expanding the patient group contact list Actions that have been undertaken and completed are: Changed registration forms to collect patient and consent to contact Publicised PPG in Patient newsletter and on notice boards in the surgery Promoted the PPG at all opportunities using in surgery notice boards and in other community groups Improved communication with staff on how the PPG worked so that they could support with engagement 3. Improving the promotion of Staffa health Services and health promotion information Actions that have been undertaken and completed are: Implemented themed promotion s every month in all sites Campaign of the month Explored opportunity for visual information displays using televisions at all sites, one site has a TV screen News articles about Staffa Health services have been out on our website and NHS choices Patient newsletter information includes service and health promotion information 4. Continued customer service awareness Actions that have been undertaken and completed are: Customer Relations Training is now mandatory for our staff and we have scheduled in up to 2 sessions per year 12

13 4. PPG Sign Off Report signed off by PPG: YES - by Deborah Watson (Chair) and Shirley Cutts (Secretary) Date of sign off: 25 th March 2015 How has the practice engaged with the PPG: How has the practice made efforts to engage with seldom heard groups in the practice population? Much work has been done to attempt to involve younger members of the practice population. Contact has been made through the school to engage with pupils. Also attempts have been made, by individual PPG members, to attract younger parents to join the group through social media channels. With a very small number of patients being from diverse ethnic backgrounds members of the PPG feel similar work could be undertaken in the future to involve other groups such as those with disabilities, carers and young carers. Has the practice received patient and carer feedback from a variety of sources? There seems to be fairly heavy reliance on the Patient Survey. The practice has encouraged patients to leave feedback on NHS Choices although this did not appear to be popular with patients as few comments were reported back to the group. We have not had feedback on this recently. The practice has given the PPG a designated area on a noticeboard in the waiting room in order to raise awareness of the work the group is doing. Was the PPG involved in the agreement of priority areas and the resulting action plan? Yes. Members of the PPG were also involved in looking at the results of the patient survey in order to help agree priority areas. The action plan was agreed following consideration of any views and concerns of the PPG members. One member in particular has been extremely active in working on the encouragement of the involvement of younger people and the understanding of their concerns. How has the service offered to patients and carers improved as a result of the implementation of the action plan? It is too early to comment on the improvement of services to young people. Individual members of the PPG have made very positive comments regarding the telephone access, and the consensus of opinion is that it is very helpful 13

14 and supportive. The group feels that the online services are beneficial in that they offer more flexibility for patient, easier access and the ability to plan ahead. Do you have any other comments about the PPG or practice in relation to this area of work? Staffa Health PPG is developing well, the group is becoming more a more autonomous body in order to successfully act as a critical friend to the practice, whereas previously there had been a feeling that the group was very much practice led. The group is also getting much more involved with the activities of the CCG, with one member attending their patient reference group meeting and giving regular and informative feedback to the group. Most members of the group are proactive in suggesting future areas which we may wish to scrutinise in the future. Deborah Watson (Chair) and Shirley Cutts (Secretary) Please submit completed report to the Area Team via no later than 31 March 2015 to: Derbyshire practices: e.derbyshirenottinghamshire-gpderbys@nhs.net Nottinghamshire practices: e.derbyshirenottinghamshire-gpnotts@nhs.net 14

15 Appendices Example 1- Staffa Health s amended/developed GMS form seeking extended patient contact. 15

16 Example 2 Patient reference group recruitment leaflet 16

17 Example 3 - Flu Clinic Card invite 17

18 Example 4 Staffa Health Patient Survey leaflet 18

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