Practice Name Dr Elias & Partners Practice Code G81025 Signed on behalf of practice Glenn Sully Date 4/3/15 Signed on behalf of PPG Michael Healey Date 4/3/15 1. Prerequisite of Enhanced Service Develop/Maintain a Patient Participation Group (PPG) Does the Practice have a PPG? YES / NO YES Method of engagement with PPG: Face to face, Email, Other (please specify) Face to face at regular meetings held at Pebsham surgery. Number of members of PPG: 12
Detail the gender mix of practice, population and PPG: Detail of age mix of practice population and PPG: % Male Female Practice 47 53 PPG 33 67 % <16 17-24 25-34 35-44 45-54 55-64 65-74 Practice 15 8 10 15 12 13 14 13 PPG 0 0 0 0 8 8 14 70 >7 5 Detail the ethnic background of your practice population and PPG: White Gypsy or Irish Traveller Other white White Black & Caribbean Mixed/ multiple ethnic groups White & black African White & Asian % British Irish Practice 95 0.21 0 0.65 0.22 0.14 0.27 PPG 100 Other mixed Asian/ Asian British Black / African / Caribbean / Black British Other Other Asian African Caribbean Other Black Any Other % Indian Pakistani Bangladeshi Chinese Arab Practice 0.84 0.07 0.26 0.17 1.04 0.32 0.16 0.05 0.31 0.29 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:
In terms of gender the mix of the group is almost as per practice population mix, requiring one more male to reflect accurately. With regard to age the Practice has placed notices in two local community centres inviting new members to join the group. The centres attract a wide variety of users but the hope was to attract some younger males/females. A notice was also placed in the Town Centre library, to raise awareness of the group and the need for new members, again on the basis that a wide demographic of patients might well use that facility. Notices are also on display in both surgery waiting areas, and our website also states that we are looking for new members, particularly younger and from different ethnic backgrounds. Are there any specific characteristics of your practice population which means that other groups should be included in the PPG? e.g. 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 large number of rest/nursing and care homes whose patients are part of our practice population, but it is felt that the age demographic of those homes is already well represented.
2. Review of patient feedback Outline the sources of feedback that were reviewed during the year: National Patient Survey Practice patient survey as carried out by the Patient Group in September 2014 Complaints letters Suggestion box in both surgery waiting areas contained comments/suggestions which are reviewed and, if appropriate, were acted upon. The Practice Manager looks at reviews/comments left on NHS Choices website, and responds to those. Feedback given by members of the Patient Participation Group during meetings.
How frequently were these reviewed with the PRG? Patient Group meetings are usually held every 2 months. Any feedback given by the group was discussed during the meeting and any agreed actions were acted upon and fed back as part of the agenda at the following meeting. Any patient ideas received between meetings are mentioned at the next meeting. The National Patient survey results were discussed with the Group as a comparison to the results of the Local Practice survey undertaken by the group in September, and also discussed, at a meeting on the 3 rd November 2014.
3. Action plan priority areas and implementation Priority area 1 Description of priority area: The outer patient entrance front doors of Pebsham surgery were highlighted by both the Patient Group and suggestion feedback forms from patients, and ad hoc verbal comments from patients, as being far too heavy for many patients to open. It was suggested that they be replaced by some form of automated opening system. What actions were taken to address the priority: In late February 2015 the doors were replaced by automated sliding doors thus removing the need for patients to handle the doors at all.
Result of actions and impact on patients and carers (including how publicised): Patients now no longer have to manually open heavy doors! Self- publicising on arrival at the surgery.
Priority area 2 Description of priority area: Practice to review the use of the 08444 phone number system in place for a number of years, on the basis of patient feedback and from members of the Patient Group, that costs were too high. What actions were taken to address the priority: A local number, 01424 230399 was implemented in mid 2014, and the 08444 number facility was removed.
Result of actions and impact on patients and carers (including how publicised): Presumably patients are now happier with the cost of calls falling for a number ofpatients. New number was publicised on the Practice Website, NHS Choices website, by word of mouth via the members of the Patient Group and via a large flip chart notice on display for several months in the patient waiting room at both Pebsham and Sea Road surgeries.
Priority area 3 Description of priority area: Sea Road surgery is NOT currently open on a Friday afternoon and hasn`t been for many years. Feedback from patients and the patient Group have suggested/requested that it should be open. What actions were taken to address the priority: It has been agreed by the GP partners of the Practice to open Sea Road surgery between the hours of 2-00 p.m. and 5-30 p.m. on Fridays (in keeping with the hours of Monday to Thursday) from the first week of April 2015.
Result of actions and impact on patients and carers (including how publicised): Results yet to be seen but will surely please patients. Will be publicised via waiting room notices, note on prescriptions, the Practice Website, and alterations to NHS Choices site, and word of mouth by the Patient Group members.
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) Free text The following issues have been raised in previous years: Provide a couple of chairs with arm rests in waiting room at Pebsham surgery Provided. 08444 phone number needs changing Now changed. Reception Staff should wear name badges Now purchased and worn. Implement a suggestions box and process Implemented at both surgeries. 4. PPG Sign Off
Report signed off by PPG: YES Date of sign off: 4/3/15 How has the practice engaged with the PPG: Meeting every 2 months and ad hoc e mails from the members to the practice Manager. 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 area 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? The practice is having an ongoing dialogue with the patient Group as to which groups we should be trying to reach and how we might achieve that. YES (as described earlier) YES Safer access to Pebsham surgery; More satisfied patients with regard to the cost of calls and probably a resultant reduction in their stress levels; improved hours of access (from April) The relationship between the PPG and practice, through the Practice Manager, is excellent. Dialogue at meetings, which the practice manager always attends, is open and honest, and where practical and operationally possible, actions/suggestions are acted upon.