Annex D: Standard Reporting Template Shropshire and Staffordshire Area Team /15 Patient Participation Enhanced Service Reporting Template Practice Name: Dr R T Griffiths & Partners, Cumberland House, 8 High Street, Stone Practice Code: M83020 Signed on behalf of practice: Sue Griffiths, Practice Manager Date: 16.3.15 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: Face to face, Email, Other (please specify) Face to Face Online Patient Forum Number of members of PPG: Face to Face Barlaston Group (representative from Barlaston Parish Council) 5 members Virtual Group 252 registered an interest, 14 members have up-to-date registered online at the Practice Forum
Detail the gender mix of practice population and PPG: % Male Female Practice 6229 6427 PRG 124 133 Detail of age mix of practice population and PPG: % <16 17-24 25-34 35-44 45-54 55-64 65-74 > 75 Practice 2201 908 1326 1540 1879 1787 1619 1396 PRG 0 46 84 43 40 20 16 8 Detail the ethnic background of your practice population and PRG: White Mixed/ multiple ethnic groups British Irish Gypsy or Irish traveller Other white White &black Caribbean White &black African White &Asian Other mixed Practice 6276 13 126 4 6 5 10 PRG 235 4 1 Asian/Asian British Black/African/Caribbean/Black British Other Indian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other Black Arab Any other Practice 39 7 14 21 9 3 6126 PRG 7 2 1 1 6 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: Application form to join the Patient Forum is attached to each new patient registration form Additional Application forms are given to the Midwife for distribution at her Clinic Details of the Patient Group and an interest form is available on the practice website Posters and displayed at each site Main & Branch Information is available in the Practice Booklet Use of both virtual and Patient Group provides a valuable source for practice feedback
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 If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful: There are a high number of elderly patients, in particular registered at our Branch Site (Barlaston Health Centre). Hopefully, by providing the link with Barlaston Parish Council via the Barlaston Patient Group this issue can be addressed and provide an improved level of communication within that community 2. Review of patient feedback Outline the sources of feedback that were reviewed during the year: Feedback from Friends & Family Surveys Dec 14 / Jan 15 / Feb 15 comments circulated to all members of staff & GPs and discussed at Staff Meetings both positive and negative aspects. Feedback/concern/suggestions are fed from Barlaston Parish Council directly to the Practice Manager via email or telephone and discussed as Agenda items at the Patient Group Meetings (16.6.14 & 10.3.15) For example wheelchair provision at the Health Centre had been discussed at one of the Parish Council meetings together with The Good Neighbour Scheme and access to Emergency or Urgent appointments and consequently were discussed at the June 14 meeting. The online Patient Forum also provides an additional platform for patients to register to become members and discuss or comment on the day to day aspects of practice life and provide valuable feedback. How frequently were these reviewed with the PRG? The Patient Group endeavours to meet at least twice a year with the caveat that if there are any issues that need addressing on an urgent basis an additional meeting can be arranged at short notice, and this arrangement works well. The online Patient Forum is available online, therefore 24/7 access.
2015 2015 3. Action plan priority areas and implementation Priority area 1 Description of priority area: Reduction in the number of DNAs (appointments that are not cancelled and therefore are wasted) please see below the figures for the last 12 months. 200 180 160 140 120 100 80 60 40 20 0 Patient DNAs /15 Doctor Nurse Phleb Total Jan Feb Mar Apr MayJune July AugSept Oct Nov Dec Jan Feb
What actions were taken to address the priority? This issue has been addressed on several occasions with the representatives from the Patient Group / Barlaston Parish Council. Representatives have raised concerns at their parish council meetings and together with information on a monthly basis being displayed in the waiting room at Cumberland House & Barlaston Health Centre publicising how many appointments are lost or wasted is hoped to raise patient awareness. The introduction of online appointment / cancelling of appointments should help to reduce the numbers by allowing patients to cancel appointments online. The graph above does suggest that there has been an overall reduction in the number of DNAs for the first 2 months of this year (from 178 in December to 129 in January 2015 & 126 in February 2015. The practice will continue to monitor and data will be displayed in the waiting areas of both sites. The practice is also committed to improving patient access an embracing new technology that will assist in safeguarding appointments. The introduction of text messaging to inform patients of their appointment is also seen as a positive move to reduce the number of DNAs. The practice is actively encouraging patients to take part by providing a mobile telephone number; all information is kept safe on their medical records. Result of actions and impact on patients and carers (including how publicised): By reducing the number of DNAs the practice is actively addressing the issues of appointment access and fulfilling the commitment to manage appointment demand and availability The monthly number of DNAs will continue to be displayed in the waiting area of both sites Will be monitored and discussed at our Patient Group Meetings Will continue to be an on-going priority area for the practice and Patient Group
Priority area 2 Description of priority area: Action Plan Priory Area 2 / Appointment Access The priority issues identified from previous Patient Satisfaction Surveys were Appointment and Telephone Access and which had previously been discussed with Barlaston Parish Council as our link to Barlaston Health Centre patients. Analysis of Q5 (previous surveys) did indicate again for the second year a slight decrease in the number of patients who were not aware of the telephone advice service, reflected by the number of blank replies to this question (33%, compared with 31% previously). The service will continue to be advertised and will continue to be on-going commitment by the practice for 2015/16. By also offering appointments to patients across both sites, availability has been seen to improve and EMIS Web (our clinical computer system) has assisted this process in delivering a more efficient method of appointment management. The implementation of online services Repeat prescription requests Online appointment booking Text messaging reminders are also seen as a positive move to provide alternative methods of patient access to the practice. As new developments in IT come on board the practice will continue to move forward in this field. The practice is encouraged by the high uptake of patients registered so far for the online services and continues to publicise this service. With the introduction of the Friends & Family Test this year, the information will also be analysed and broken down in terms of the results from each site. The national guidance requests only total figures for the practice as a whole. This information is deemed both useful and informative to provide a basis on which to feedback to both the Patient Group and practice as a whole and consider comments and suggestions for improvements. The practice is extremely pleased with the results to date, as given below, and is thankful to everyone who has taken the time to respond.
Friends & Family Test - December 25 20 15 10 5 0 Extremely Likely Likely Unsure Unlikely Extremely Unlikely Don t know Cumberland House Barlaston Health Centre Online / via Website
Friends & Family Test - January 2015 80 60 40 20 0 Extremely Likely Likely Unsure Unlikely Extremely Unlikely Don t know Cumberland House Barlaston Health Centre Online / via Website Friends & Family Test - February 2015 60 40 20 0 Extremely Likely Likely Unsure Unlikely Extremely Unlikely Don t know Cumberland House Barlaston Health Centre Online / via Website What actions were taken to address the priority?
Following a meeting with representatives from our Patient Participation Group/Barlaston Parish Council (11.3.15) the following action points were discussed The plan from the previous years had been to continue to undertake an internal audit of appointment availability. As in previous years the role of the health care assistant will also be taken into consideration and feasibility of increasing nurse led clinics for some of the disease categories. Mr J reported that improvements in service had been noted in the village, in particular management of appointments and availability. Although it was acknowledged that DNAs are still high within the practice. (Patient Group Meeting 11.3.15) No major issues were apparent and this meeting had been set purely as a catch up meeting to end the year. The 2 new salaried GPs were now in post and are working well within the practice. Appointment availability across the 2 sites also provides a more efficient approach to appointment management. Result of actions and impact on patients and carers (including how publicised): A pleasing report from the Patient Group that improvements had been apparent and this end of year report will be displayed on the Practice Website and Patient Forum site. The improvements and positive feedback are welcomed by the practice and appointment availability will continue to be monitored by the practice in an attempt to manage demand and deliver an efficient service to the practice population. Priority area 3 Description of priority area: Action Plan Telephone Access. One of the apparent issues reflected in previous surveys has been getting through to reception via the telephone.
What actions were taken to address the priority? The implementation of online services Repeat prescription requests Online appointment booking seen as a positive move to provide alternative methods of patient access to the practice. The increased use, where appropriate, of direct dial numbers, this works particularly well for the secretarial and supervisory members of the practice and thus diverts from reception. The practice will also be looking to upgrade the current telephone systems at both sites, and amalgamate into one system. Some of the improvements are perceived to be;- Supply web portal for self-management of messages and option, for example could deliver information re; flu immunisations, various health campaigns that run throughout the year Supply positioning messages in network queue, which is currently unavailable via the current telephone system Eliminate the engaged tone and provide local number queuing for patients at either site, which is currently unavailable via the current telephone system Result of actions and impact on patients and carers (including how publicised): A new updated telephone system would enhance and improve the patient experience in contacting the practice, using current incoming telephone lines and same number. Would also enable the reception staff to handle calls more effectively and efficiently in terms of the elimination of the engaged tone and routing of calls to other team members. Improvements in patient access, via online services should also enhance the patient experience and continue to provide alternative means of communication with the practice.
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): Interaction and communication with the Patient Group, via face to face and the ability to interact via an online forum facility has greatly improved and provided a greater understanding of the needs of the patients within the different hubs of the patient community. In particular the issues affecting a small rural village in terms of the high elderly population has been discussed at the meetings over the years to include How to reach the elderly patients who seldom attend the surgery Village transport scheme The merits of the Frail Elderly Project The feedback from the patient surveys over the years has also given the practice as a whole the opportunity to reflect of what is being done well and the areas that need improving. One particular area that will be continued to be monitored is patient access and management of resources, for example appointment availability and demand management over the two sites. From the positive feedback received at the last meeting the practice has acknowledged that by implementing a simple change of being able to book appointments at both sites provides, the practice has been able to deliver a more efficient and effective process and has improved the overall patient experience. The feedback over the years in relation to telephone access has also been valuable in determining what is needed from a new telephone system and how the system needs to be able to develop and deliver and also improve the patient experience. The monitoring of DNAs will continue to play a role in communication between the practice and Patient Group and their ongoing support is appreciated by the practice. Also by embracing improvements in patient access and technology the practice is committed to implementing improvements that will reduce the number of DNAs in future years.
4. PPG Sign Off Report signed off by PPG: YES/NO 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?