2014/15 Patient Participation Enhanced Service

Transcription

1 2014/15 Patient Participation Enhanced Service Practice Name: Practice Code: Central Surgery D82003 Signed on behalf of practice: Dawn Jermany Date: 31 st March 2015 Signed on behalf of PPG: Graham Dunhill Date: 31 st 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 meetings as well as communication Number of members of PPG: 97 members (this number includes a large amount of virtual members) Detail the gender mix of practice population and PPG: % Male Female Practice 49% 51% PRG 34% 66% Detail of age mix of practice population and PPG: % < > 75 Practice 17% 9% 11% 11% 14% 13% 13% 12% PRG 0% 6% 9% 11% 21% 16% 30% 7%

2 Detail the ethnic background of your practice population and PRG: Unknown White British Irish Gypsy or Irish traveller Other white Mixed/ multiple ethnic groups White &black White &black White Caribbean African &Asian Practice PRG Other mixed Asian/Asian British Black/African/Caribbean/Black British Other Indian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other Black Arab Practice 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: Every new patient receives an information pack about the Practice which contains an application form for the PPG Application forms are available throughout the surgery An invitation to join the PPG is periodically displayed on the right hand side of our repeat prescriptions and on the televisions in the waiting room Patients can sign up to the PPG on our Practice website Any other 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:

3 2. Review of patient feedback Outline the sources of feedback that were reviewed during the year: National Patient Survey CQC report Friends and Family Test Healtheast Big Listen Event How frequently were these reviewed with the PRG? Annually

4 3. Action plan priority areas and implementation Priority area 1 Description of priority area: Patients reported they had problems getting through on the telephone. What actions were taken to address the priority? New automated telephone system installed. Result of actions and impact on patients and carers (including how publicised): Patients now just dial one telephone number and choose which department they wish to speak to. The automated system advises patients if the department they require is engaged. The system was publicised by notices in the practice and on the surgery website.

5 Priority area 2 Description of priority area: Patients reported difficulties in obtaining a GP appointment. What actions were taken to address the priority? GPs introduced some open surgeries in an attempt to accommodate the demand for appointments. Also a degree of receptionists triaging the calls has been introduced. Result of actions and impact on patients and carers (including how publicised): This has been publicised by notices around the surgery, on the practice website and on the right hand side of prescriptions. Some patients are in favour of this but some patients have reported they are unable to attend the open surgeries therefore we have made sure we have a balance of pre-bookable appointments and open surgeries too. The GPs are also offering telephone consultations to those patients who prefer them.

6 Priority area 3 Description of priority area: Signs to the toilets. Also more signs advising patients they can ask for a chaperone to accompany them when they are seeing a GP/Nurse/HCA What actions were taken to address the priority? Signs were put up and clearly displayed. Result of actions and impact on patients and carers (including how publicised): Patients are aware of where the toilets are located. Patients more aware of the option to ask for a chaperone.

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 following issues were raised in last year s report: Signs for Nursing Department Number of missed appointments Updating patients details In the previous year we have taken the following actions: Signs for Nursing Department Practice Manager liaised with our Business Administrative Assistant to produce clear signs and to display them in prominent places. Number of missed appointments Our patients had suggested charging patients when they DNA but this was checked with NHS England and we are unable to charge patients. We already have a system set-up which can provide a text message to remind patients of their appointments if they are signed up to it, it also gives them the option to cancel the appointment if they are unable to make it. Updating patient details Reception staff handed out forms to our patients asking them to provide their current details. These were then checked against our system and updated where necessary.

8 4. PPG Sign Off Report signed off by PPG: Yes Date of sign off: 31 st March 2015 How has the practice engaged with the PPG: Face-to-face meetings as well as communication. How has the practice made efforts to engage with seldom heard groups in the practice population? Forms/newsletter handed out to all patients as they register at the surgery. Messages have been put on the right hand side of prescriptions. We have promoted the practice website which we keep up to date with news etc. Has the practice received patient and carer feedback from a variety of sources? Feedback is usually received verbally, in writing or via . 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? Better access to the surgery via telephone. Better access to GPs as open surgeries introduced Clearer signage for patients to ensure they are better informed when they visit the practice Do you have any other comments about the PPG or practice in relation to this area of work? No