Annex D: Standard Reporting Template Practice Name: Park View Surgery Practice Code: 81113 [Cumbria] Area Team 2014/15 Patient Participation Enhanced Service Reporting Template Signed on behalf of practice: Sue Evans (Practice Manager) Date: 3 rd March 2015 Signed on behalf of PPG: Sue Cox (Secretary) Date: 3 rd March 2015 1. Prerequisite of Enhanced Service Develop/Maintain a Patient Participation Group (PPG) Does the Practice have a PPG? YES / NO Method of engagement with PPG: Face to face, Email, Other (please specify). Face to face, Email, Online Number of members of PPG: meeting = 9 virtual = 10 Detail the gender mix of practice population and PPG: % Male Female Practice 48 52 PRG 13 68 Detail of age mix of practice population and PPG: % <16 17-24 25-34 35-44 45-54 55-64 65-74 > 75 Practice 50 4 6 7 10 8 8 6 PRG 0 0 0 0 5 7 8 2
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 69 2 0 5 1 1 PRG 100 Asian/Asian British Black/African/Caribbean/Black British Other % Indian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other Black Arab Any other Practice 2 1 PRG 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: PPG membership encouraged via website, and waiting room displays Virtual membership available to reach people unable to attend meetings Virtual membership forms supplied with new patient registrations. PPG recommendation by clinicians to under-represented members of practice population 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 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: IWantGreatCare Online reviews from Sept 2014 plus paper reviews from Jan 2014 onwards MJOG Friends and Family survey via text following appointments from January 2015 Suggestions / Complaints box in waiting room Carers Link practice champion Healthwatch Cumbria engagement event feedback and Healthwatch Cumbria visit to meet our patient group How frequently were these reviewed with the PRG? IWantGreatCare reviews are available online via the IWantGreatCare website and live feed on our homepage www.park-viewsurgery.co.uk. These availability of these reviews has been mentioned at every patient group since September and comments invited. Monthly printed IWantGreatCare reports are published in waiting rooms for all patients to view.
3. Action plan priority areas and implementation Priority area 1 Description of priority area: Review appropriateness of appointment allocation (GP/ other clinicians) Audit GP consultation lengths to inform allocation of longer appointments as appropriate. Appropriate appointment length should reduce waiting times for other patients by avoiding overrunning consultations and improve clinical care by allowing time for more in-depth consultation. What actions were taken to address the priority? Audit of GP workload (including patient contact and admin) Nov 2014 Audit appropriate allocation of GP consultations including if could be seen by other clinician, reason for appointments vs actual problem presented, and number of problems presented, and if consultation type (TC, face to face, Visit) appropriate June 2014 Audit appropriate allocation of GP consultations including locums Aug 2014 Audit of GP workload (including patient contact and admin) Nov 2014 Audits of proportion of locum / gp appointments during locum cover School hols 2014 Audits of patients representing with same problem after seeing locum / GP don t usually see - School hols 2014 Result of actions and impact on patients and carers (including how publicised): Findings GP workload is appropriate suggesting there is very little that can be reallocated to other clinicians The number of representations in negligible A very significant proportion of patients do not give appointment reason when booking. Many present with multiple problems in single appointment. Consultation lengths are on average longer than slot lengths Results discussed at PPG meetings Action Ongoing work on revising appointment planning and scheduling, including GPs, Nurses and HCAs.
Priority area 2 Description of priority area: Reduce patient waiting times What actions were taken to address the priority? Audit patient wait from slot time to call in time waits to identify opportunities and priorities for improvement Result of actions and impact on patients and carers (including how publicised): Introduction of blocks in GP sessions to allow catch up time if GP running behind with intention of reducing slot time to call in time. Ongoing work on revising appointment planning and scheduling to increase length of appointments whilst protecting number of slots and admin time for clinicians. 5S consulting rooms and introducing room kits to reduce waste from not having info or equipment to hand
Priority area 3 Description of priority area: Review appointment system in relation to balance of same day, in advance, embargoed appointment slots and the balance of face to face and telephone appointments What actions were taken to address the priority? Audits of clinician workload (see priority 1) Result of actions and impact on patients and carers (including how publicised): Pilot introduction of 2 telephone review appointments per GP per day. Ongoing planning work to introduce more bookable telephone appointments
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): Priority Action required Status 2011-12 Promoting forum and Regular website updates Patient Forum notice boards services Future meeting dates arranged during meetings and publicised on website, Complete Promotional TV Screens promoting services & patient forum Complete Milnthorpe 2012-13 Premises Introduce a respect barrier and signage Introduce more leaflet holders to minimise clutter in waiting rooms Quotes for re decoration to improve decor All Complete Communication Look at issues surrounding managing workload associated with email communication with patients. Promotion of telephone consultations. More work needed on appropriateness of telephone consultations. Website Promotion needed. Clarification of which site to collect online prescriptions. Appointment Times Full analysis of appointment times and consider extended access. Email Encrypted e-mail accounts are being created for all staff to allow secure patient correspondence. We will have a generic no-reply encrypted e-mail account for appropriate mass communication (e.g. clinic invites). There will be a generic encrypted admin email monitored by admin team Telephone Promotion of telephone appointments. A reminder about the option to have telephone consultations was included in the patient survey and is in the practice leaflet and website. Audits of our appointments show 9% telephone consultations in Feb 2014, raising to 21% in Nov 2014. Notices in waiting rooms and correspondence / leaflets up to date with web address. Promotional TV screens on order. Contact website host to reflect choice of site to collect prescription Extended access available on Tuesday evenings Appointment times (including extended access options) questions on survey All Complete All Complete Complete Unable to rectify, but Electronic prescribing introduced Complete
4. PPG Sign Off Report signed off by PPG: YES/NO Date of sign off: 3 rd March 2015 How has the practice engaged with the PPG: website publication of PPG minutes, reports, meeting dates meetings e-mails How has the practice made efforts to engage with seldom heard groups in the practice population? website publication of PPG minutes, reports and next meeting dates, virtual PPG, comments box, iwantgreatcare, FFT survey on practice website, clinicians recommending PPG to underrepresented groups, text FFT question planned. Has the practice received patient and carer feedback from a variety of sources? Yes PPG meetings, iwantgreatcare, comments box, text FFT question planned. Was the PPG involved in the agreement of priority areas and the resulting action plan? Yes (meeting 4 th February 2014) Priorities for 2015/2016 were discussed and agreed at meeting on 4 th December 2014 (access to nursing appointments, management of telephone consultations) How has the service offered to patients and carers improved as a result of the implementation of the action plan? Provision of bookable telephone appointments, efforts to reduce waiting times. Decisions backed up by research data and evidence, and practice looks to continuously improve. Do you have any other comments about the PPG or practice in relation to this area of work? Patients feel the practice is willing to listen to patients and act on their input. Communication is open. Patients understand what is being done behind scenes to improve patient experience.