Annex C Arden, Herefordshire and Worcestershire Area Team Patient Participation Enhanced Service 2014/15 Reporting Template

Transcription

1 Arden, Herefordshire and Worcestershire Area Team Patient Participation Enhanced Service 2014/15 Reporting Template Practice Name: Forum Health Centre Practice Code: M6014 Signed on behalf of practice: Tim Morris (Practice Manager) Date: 23/02/2015 Signed on behalf of PPG: Paul Baber (PPG Chairman) Date: 25/02/ 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, , Other (please specify) Face to face and Number of members of PPG: 12 Detail the gender mix of practice population and PPG: % Male Female Practice PPG 5 7 Detail of age mix of practice population and PPG: % < > 75 Practice PPG

2 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 PPG Asian/Asian British Black/African/Caribbean/Black British Other Indian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other Black Arab Any other Practice 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: - Patient participation section on practice website including online sign up form - Regular practice newsletter articles - Recruitment drive in annual patient survey late 2014 to allow specific target of hard to reach groups such as working age patients and those from ethnic minorities - Waiting room display 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

3 2. Review of patient feedback Outline the sources of feedback that were reviewed during the year: - Patient participation group meetings - Friends and family test card feedback - Annual patient survey (553 responses) How frequently were these reviewed with the PRG? - Quarterly at patient participation group meetings 3

4 3. Action plan priority areas and implementation Priority area 1 Description of priority area: Develop practice website to include easier to use online forms and patient resource centre and introduce social media to reach a wider audience What actions were taken to address the priority? The practice has commissioned a bespoke practice website which includes an innovative patient resource section developed with the patient participation group - see Result of actions and impact on patients and carers (including how publicised): Much improved practice website with improved online forms and easier navigation New patient resource section including self-help guides and ability to have consultations with GPs Please visit to see our fantastic new website! 4

5 Priority area 2 Description of priority area: To improve opportunities for feedback to the practice in response to the survey revealing that 82.8% reported feeling able to give feedback and raise concerns and improve information for patients in the waiting room What actions were taken to address the priority? The PPG were disappointed to note that 17.2% did not feel able to give feedback and raise concerns It was agreed that the NHS Friends and Family Test cards should be modified to encourage more feedback from patients including the addition of improved comments sections and a section for demographic data to ensure the feedback being received was representative of the practice population. See APPENDIX 1 for card design Feedback cards to be made available around the practice with appropriate signage to encourage patient feedback and results to be discussed at practice meeting with partners and at quarterly PPG meeting New waiting room television information system installed with input by PPG. Result of actions and impact on patients and carers (including how publicised): The practice has enjoyed exceptional response rates to the Friends and Family Test and will re-assess patient perceptions of ability to give feedback and raise concerns by repeating this question in the 2015/16 survey. 5

6 Priority area 3 Description of priority area: To improve membership of the practice patient participation group and to reach younger patients and those from seldom heard groups What actions were taken to address the priority? Increase membership of the patient participation group and create a new virtual patient participation group. Dedicated waiting room display and recruitment call in annual patient survey Patient participation group led events to include annual flu vaccination clinics to promote group and recruit new members. Result of actions and impact on patients and carers (including how publicised): Improved patient participation and more representative patient participation group - 69 patients have expressed an interest in joining our patient participation group and 113 members have joined a new virtual patient participation group Publicised in practice newsletters and report on practice website 6

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): Action 1 - Introduce online appointment booking and prescription ordering service - The practice has introduced Vision Online Services allowing appointment booking and prescription ordering service Action 2 - Improve perception of access to appointments - Information published explaining appointments system and duty doctor system changed to ensure better availability of appointments Action 3 - Introduce patient resource area on website - Common medical problems area introduced to website with patient participation group resource area 7

8 4. PPG Sign Off Report signed off by PPG: YES Date of sign off: Has the report been published on the practice website? YES How has the practice engaged with the PPG: - Regular face-to-face meetings with patient participation group - Electronically with the virtual patient participation group - PPG attendance at flu clinics to promote the group and engage with the elderly and vulnerable How has the practice made efforts to engage with seldom heard groups in the practice population? - Creation of a virtual patient participation group to encourage greater feedback and participation from younger patients and those who are unwilling or unable to commit to regular face-to-face meetings at the practice - Practice now on Twitter and new website - PPG events such at flu clinics to increase profile of group and allow further opportunities for seldom heard groups in the practice population to engage Has the practice received patient and carer feedback from a variety of sources? - Patient participation group meetings - Friends and family test feedback cards - Annual patient survey Was the PPG involved in the agreement of priority areas and the resulting action plan? - Yes, PPG involved in design of both patient survey and Friends and family test feedback cards - Results of survey discussed with patient participation group and action plan agreed 8

9 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? - Improved patient feedback increasing practice responsiveness - Strong, established patient participation at the practice with patients at the heart of decision making at the practice - Investment in new practice website with dedicated your health section providing support and information to patients and their carers - New premises development bid submitted by the practice following support from the PPG which has been successful and patients to be involved throughout lifetime of this project. Please return this completed report template to the generic box england.ahwat-pc@nhs.net no later than 31 st March No payments will be made to a practice under the terms of this ES if the report is not submitted by 31 st March

10 We would like you to think about your recent experiences of our service. How likely are you to recommend our GP practice to friends & family if they needed similar care or treatment? Extremely Likely likely Neither likely nor unlikely Unlikely Extremely unlikely Please tell us what we are doing well Please tell us why? Please tell us how we can improve? Don t know Please write comments overleaf

11 Thank you for helping us improve our services What are we doing well? How can we improve? Name (optional) Contact details (optional) What is your sex? Male Female What is your ethnic group? White Mixed/Multiple ethnic groups Asian/Asian British Black/African/Caribbean/Black British Other ethnic group What age are you? Are your day-to-day activities limited because of a health problem or disability? Yes, limited a lot No Yes, limited a little Rather not say

12 New website homepage: Forum Health Centre New Your Health patient resource area: