INTEGRATED CARE PARTNERSHIP GROUP PATIENT PARTICIPATION Please find belw a prgress reprt fr the 2012/13 Actin Plan fllwed by a new Actin Plan fr 2013/14, building n the success f this first plan. The practice wuld like t take this pprtunity t thank all thse, bth patients and staff, wh made the 2012/13 plan a psitive and successful experience. ACTION PLAN FOR 2012/13 PROGRESS REPORT The 3 pririty areas that were identified and agreed n as a result f the fcus grups and surveys were: 1. 0844 number - patients did nt like the nn-gegraphical number fr a number f reasns and althugh, unlike sme 08 numbers it wasn t charged at a premium rate there were issues with charging as a result f the number being excluded frm call-packages. The practice agreed t wrk with the t d 2 things:- i. T lk at returning t a gegraphic number fr patient cntact with the practice ii. T lk fr the mst apprpriate functinality fr simple, effective cmmunicatin with the practice In Octber 2012 the 0844 number was changed back t a gegraphic number. This new number maintains the functinality that was previusly nly available via the 0844 but remves the issues f charging as it is nt excluded frm call packages. An verall strategy fr cmmunicatin with the practice is underway. This includes jining all 4 sites via ne system as well as lking t explit new technlgy such as n-line bking and email cmmunicatin with the practice. It is hped this strategy will be finalised and implemented during the 2013/14 financial year. 2. Access t appintments the aim being t simplify the system and make sure all staff were giving a cnsistent message The practice agreed t wrk with the t d 4 things:- i. T develp a new receptinist bible in rder t make sure all staff fllw the same prcedures
ii. iii. iv. T re-write the existing patient charter, setting ut what patients can expect frm the practice, but als what the practice shuld be able t expect frm patients T set up a mystery shpper initiative t mnitr service imprvement Wrking with the Medical Prtectin Sciety (MPS) and the t pilt new ways f wrking that might simplify and imprve the present system The practice nw has a new receptinist bible and all frnt desk staff have been trained accrding t the prcedures as laid dwn. The bible nw als frms part f the inductin f new staff. The patient charter has been re-written and the new versin has been published n the practice s website and is available in each f the receptin areas. The mystery shpper initiative has nt been implemented as yet but we still plan t d this and will carry it frward fr the 2013/14 actin plan. We have started t lk at pssible ways t simplify the present system but this wrk is still in its infancy and will be carried frward as part f the 2013/14 actin plan. 3. Cmmunicatin this very brad tpic was hned dwn t a small but crucial number f areas where the felt that a better knwledge f hw the practice wrked wuld be mst beneficial. The practice agreed t wrk with the t d 3 things:- 1. T prvide infrmatin t patients t try t imprve knwledge f practice & ther services 2. T agree a cmmunicatin strategy 3. T prvide regular feedback t the in the frm f a quarterly reprt, the exact cntent t be finalized The practice had already develped a number f patient leaflets, having decided that they were a much better way f cmmunicating than a bklet which was nearly always ut f date, s we set abut increasing the number and diversity f the leaflets. The nw has arund 20 separate leaflets with all srts f useful infrmatin abut the practice, ur services and simple medical cnditins. We have als implemented a quarterly reprt which prvides useful infrmatin n finances, medical staffing, access and referrals. This has been published fr 2 quarters t date with the January March quarter due t be published at the end f April. The cmmunicatin strategy is still at the cncept stage and will be carried frward int the 2013/14 actin plan. ACTION PLAN FOR 2013/14
The Patient Participatin Grup () and a number f Partners & staff f the have met n several ccasins ver the curse f the last year t discuss and agree areas f change r imprvement in practice services that they wuld like t cncentrate n achieving in 2013 /14. A small grup has been identified t take each area frward, with representatin frm the & the practice. COMMUNICATION This was an area that we started t wrk n in the 2012/13 Actin Plan and the aim is t cntinue t develp the ideas that were previusly agreed n. The main areas identified were: The referral prcess t ensure the chice prcess is understd and adhered t Cmmissining & cnflicts f interest Financial cnstraints and their ptential effect n services Out f Hurs services ThamesDc, A&E & the intrductin f the 111 service The plan is: 2. T prvide infrmatin t patients t try t imprve knwledge f practice & ther services 1. T put tgether a clear referral prcess that has chice at its centre 2. T agree a cmmunicatin strategy 3. T cntinue t develp the quarterly reprt, t include external infrmatin as well Grup t Include: Sue Ebanks Andrew Rsce Vicky Jnes Peter Riley ACCESS TO THE PRACTICE This initiative builds n the wrk started in last year s Actin Plan n Appintments. This year the fcus will shift slightly, while still wrking n making the prcess as simple as pssible, the aim is als t lk at the intrductin f new technlgies such as n-line bking and email crrespndence.
The plan is: 1. T set up a mystery shpper initiative t mnitr service imprvement 2. Wrking with the Medical Prtectin Sciety (MPS) and the t pilt new ways f wrking that might simplify and imprve the present system 3. Lk at the intrductin f new technlgies t imprve patient access t services Grup t Include: Sue Ebanks Dr Kate Dale Elise O Meara COMMISSIONING As f 1 st April 2013 Clinical Cmmissining Grups becme respnsible fr the cmmissining f a significant prprtin f hspital & cmmunity service. The is part f Surrey Dwns CCG and will have an active rle in this prcess. It was agreed by bth the Practice & the that a wider understanding f this prcess was critical t its success, particularly in light f the Gvernments pledge t put the patients vice at the heart f the decisin making prcess. The plan is: 1. T prvide regular feedback t the n the wrk f the Surrey Dwns CCG 2. T engage a member f the with the CCG s patient grup which has been set up and is lking fr representatin frm each f its member practices 3. T mnitr any ptential cnflicts f interest and make sure the chice prcess is adhered t Grup t Include: Andrew Rsce Dr Russell Hills