Standard Reporting Template NHS England (Wessex) 2014/15 Patient Participation Enhanced Service Reporting Template Practice Name: Practice Code: Chawton House Surgery J82075 Signed on behalf of practice: Jayne Tabor Date: 30/3/15 Signed on behalf of PPG: Date: 1. Prerequisite of Enhanced Service Develop/Maintain a Patient Participation Group (PPG) Does the Practice have a PPG? YES Method of engagement with PPG: Only a virtual group, contact by e-mail only Number of members of PPG: There are 994 members of the virtual PRG 1
Detail the gender mix of practice population and PRG: % Male Female Practice 48% 52% PRG 46% 54% Detail of age mix of practice population and PRG: % <16 17-24 25-34 35-44 45-54 55-64 65-74 > 75 Practice 17% 7% 10% 11% 14% 14% 15% 12% PRG 0% 4% 10% 9% 10% 24% 21% 22% Detail the ethnic background of your practice population and PRG: British Irish Gypsy or Irish traveller White Mixed/ multiple ethnic groups Unknown / Declined Other White White &black White Other white &black African &Asian mixed Caribbean Practice 0.13% 97.18% 0.84% 0.52% PRG 1.43% 91.43% Asian/Asian British Black/African/Caribbean/Black British Other Indian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other Black Arab Any other Practice 0.06% 0.06% 0.19% 0.06% 0.32% 0.12% 0.52% PRG 1.42% 1.42% 4.3 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: Patients are canvassed to join the virtual PRG via surgery advertising (posters, website. Application forms to join the PRG are available in practice and via the website. At registration, patients are invited to join the PRG and asked for consent to contact them via e-mail i.e. join them to the PRG. We also regularly make attempts to encourage some more active participation in face to face meetings etc, but have not been successful. Despite our best efforts we can find no patients who wish to meet face to face or to lead a group. 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? No 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 Outline the sources of feedback that were reviewed during the year: We reviewed comments, suggestions and complaints from patients and have acted on these wherever possible. Some complaints have been the subject of significant event reviews, the results of which have been communicated to the relevant parties. We have also taken note of the comments and feedback from the Friends and Family Test. How frequently were these reviewed with the PPG? By e-mail as subjects come up 3
Action plan priority areas and implementation Priority area 1 Description of priority area: Poor customer service highlighted comments on attitude at reception and on the telephone What actions were taken to address the priority? Education sessions with staff; reduced turnover of staff leading to greater stability; changes in staff Result of actions and impact on patients and carers (including how publicised): The practice has focused on improvement in service and attitude. This is evidenced through fewer comments and complaints from patients. 4
Priority area 2 Description of priority area: Lack of clarity of services available, how clinics are run, numbers of appointments and availability, surgeries running late What actions were taken to address the priority? Improvements were carried out to the website and patient information leaflets. Numbers of appointments and availability was reviewed and these are now under constant review. Partners reviewed the waiting times for patients and are attempting to improve these. Result of actions and impact on patients and carers (including how publicised): Patients are now more easily able to obtain same day appointments when necessary and/or speak to a GP. Waiting times have improved by observation and anecdotally by patients. 5
Priority area 3 Description of priority area: Lack of facilities in the waiting room, such as toys, magazines etc.. What actions were taken to address the priority? Selection of toys replaced and magazine selection improved. Introduced information books for patients to read whilst waiting. These contain posters and leaflets with various messages, that are too numerous to put on the notice boards. Result of actions and impact on patients and carers (including how publicised): Changes welcomed by patients (mostly verbally however, despite encouragement to record on FFT!) 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): 6
2013 14 Advertise the sue of the private room facility using signs and posters achieved August 2014 Publish various types of patient education, on self-help and who to see when, using the Choose Well information, highlighting when the practice is open and what can be dealt with in hours achieved August 2014 Continue staff training on Patient Care and Communication discussed regularly at monthly training sessions, also Customer Care course run in surgery Advertise opening hours more widely via the website, practice leaflet and posters in the practice website updated April 2014, patient information leaflet updates October 2014 Advertise SystmOnline more widely using posters, and proactively ask patients if they would like to sign up for this system ensure as many appointments as possible are available for booking via this route posters reviewed and appt availability on system reviewed Sept 2014 7
3. PPG Sign Off Report signed off by PPG: No as no official PPG, no one person acts as lead of virtual group or willing to sign off Date of sign off: How has the practice engaged with the PPG? How has the practice made efforts to engage with seldom heard groups in the practice population? Has the practice received patient and carer feedback from a variety of sources? Was the PPG involved in the agreement of priority areas and the resulting action plan? 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? 8