Annex C: Standard Reporting Template Hertfordshire and South Midlands Area Team 2014/15 Patient Participation Enhanced Service Reporting Template Schedule M Practice Name: Woodsend Medical Centre Practice Code: K83059 Signed on behalf of practice: Mandy Black, Practice Manager Date: 30.3.2015 Signed on behalf of PPG: David Sowerby, PPG Chair Date: 30.3.2015 1. Prerequisite of Enhanced Service Develop/Maintain a Patient Participation Group (PPG) (Component 1) Does the Practice have a PPG? YES Method of engagement with PPG: Face to face, Email, Other (please specify) Face to Face Number of members of PPG: 12 Detail the gender mix of practice population and PPG: % Male Female Practice 4578 4640 PPG 4 8 Detail of age mix of practice population and PPG: % <16 17-24 25-34 35-44 45-54 55-64 65-74 > 75 Practice 2087 994 1444 1157 1429 913 713 481 PPG 0 1 1 1 0 2 6 1 Reporting Template (Annex C) Page 1
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 1698 27 383 9 13 49 PPG 12 Asian/Asian British Black/African/Caribbean/Black British Other Indian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other Black Arab Any other Practice 54 6 33 8 9 35 11 14 10 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: Each year we attempt to recruit patients from other ethnic backgrounds. It is advertised in our newsletter, on our website and we also ask on our registration form. Our PPG group survey last year included asking patients if they wanted to participate with the group. Reporting Template (Annex C) Page 2
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? YES/NO None If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful: 2. Review of patient feedback (Component 2 30% of payment) Outline the sources of feedback that were reviewed during the year: PPG members conducted a survey which included patient feedback. We have also added this facility into our website and newsletter. How frequently were these reviewed with the PRG? The feedback from the patient survey was reviewed once the survey was completed. Patient feedback received from the website or newsletter is discussed at PPG meetings. Reporting Template (Annex C) Page 3
Reporting Template (Annex C) Page 4
3. Action plan priority areas and implementation (Component 3 30% of payment) Priority area 1 Description of priority area: Telephone response times It was clear patients were unhappy about the length of time they held in the morning when wishing to book an appointment. This was discussed with the PPG group and the practice. What actions were taken to address the priority? It was agreed that the staffing levels needed to change during busy periods. Information obtained from the telephone log confirmed that most patients called between 8am and 9am. The practice employed an additional staff member to answer the phones between 8am and 9am each day. Result of actions and impact on patients and carers (including how publicised): A reduction in the time taken to answer the telephone between 8am and 9am was evidenced by statistics maintained by the telephone recording system provider Published in our newsletter and on our website. Reporting Template (Annex C) Page 5
Reporting Template (Annex C) Page 6
Priority area 2 Description of priority area: Improvement of the newsletter. It was clear that we needed to improve the presentation and format of the existing newsletter and the distribution to patients. What actions were taken to address the priority? A new PPG member with previous experience in producing newsletters and was happy to take this on board. The change in presentation and format has resulted in a clearer and more informative publication. The newsletter has been added to our website and patients can sign up to receiving the newsletter by e-mail. We have also included the distribution of the Newsletter in our registration pack. We also wanted to identify more patients who acted as carers and thereby may need additional support. Result of actions and impact on patients and carers (including how publicised): Newsletter eye catching and more informative Newsletter added to the website. Patients able to sign up to receive by e-mail More carers identified and added to the Practice Carers Register Reporting Template (Annex C) Page 7
Reporting Template (Annex C) Page 8
Priority area 3 Description of priority area: Enhanced Carer Database What actions were taken to address the priority? Clinical staff have been asked to ensure they read code patients as carers PPG members were asking patients during the survey and the flu clinics Highlighted on the web and in the newsletter Result of actions and impact on patients and carers (including how publicised): More carers identified and added to the Practice Carers Register Increasing the awareness of the support that is available for patients who are carers by email, text or face to face. Achieved Bronze award from Northamptonshire Carers Association (First Practice in Corby to achieve an award) Reporting Template (Annex C) Page 9
4. Progress on previous years (Component 4 40% of payment) If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s): 1) Our DNA rates in previous years were very high. We have significantly reduced these by making calls to patients advising the different ways to cancel appointments. The DNA problem has also been addressed in the newsletter. We have increased the uptake on systmonline to enable patients to book and cancel their appointments 2) Continue to try and broaden our patient demographic representation Reporting Template (Annex C) Page 10
5. PPG Sign Off Report signed off by PPG: YES Date of sign off: 27.3.2015 Has the report been published on the practice website? YES Please insert web-link to your report: www.woodsendmedicalcentre.nhs.uk How has the practice engaged with the PPG: Face to face meetings with the group and with the Chair and Vice Chair (with the latter two to take forward confidential matters prior to them being brought to the public arena). How has the practice made efforts to engage with seldom heard groups in the practice population? Woodsend have constantly advertised and tried to engage other patient groups through the survey, newsletter and the website. Has the practice received patient and carer feedback from a variety of sources? Yes The feedback from the survey was from a wide range of patient demographics and was extremely positive about the practice, please see results below Reporting Template (Annex C) Page 11
June 14 Survey.docx Was the PPG involved in the agreement of priority areas and the resulting action plan? Yes the PPG has been involve and has also questioned statistics given by the CCG How has the service offered to patients and carers improved as a result of the implementation of the action plan? Telephone response times at the key period of 8am-9am have improved DNA numbers have reduced significantly More carers have been identified and added to the Practice Carers Register enabling better support being offered including referral to Northamptonshire Carers. Do you have any other comments about the PPG or practice in relation to this area of work? Please return this completed report template to england.enhancedservices-athsm@nhs.net no later than 31 st March 2015. No payments will be made to a practice under the terms of this DES if the report is not submitted by 31 st March 2015. Reporting Template (Annex C) Page 12