Patient participation enhanced service - reporting template · Web viewIndian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other Black Arab Any other Practice 2.03

Derbyshire & Nottinghamshire Area Team 2014/15 Patient Participation Enhanced Service REPORT

Practice Name: Hucknall Road Medical Centre

Practice Code: c84078

Signed on behalf of practice: Anna Bednarska Date: 23.03.2015

Signed on behalf of PPG: Hillary Righton Date: 15.03.2015

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, website

Number of members of PPG: 17

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Detail the gender mix of practice population and PPG:

% Male FemalePractice 48.3% 51.7%PPG 41.2% 58.8%

Detail of age mix of practice population and PPG:

% <16 17-24 25-34 35-44 45-54 55-64 65-74 > 75Practice 22 9.6 18 13.5 13.7 10.5 7.3 5.4PPG 0 0 0 0 11.8 29.4 29.4 29.4

Detail the ethnic background of your practice population and PRG:

% White Mixed/ multiple ethnic groupsBritish Irish Gypsy or

Irish traveller

Other white

White &black Caribbean

White &black African

White &Asian

Other mixed

Practice 55.8 0.06 0 4.77 2.84 0.57 0.62 1.03PPG 76.5 0 0 5.88 5.88 0 0 0

% Asian/Asian British Black/African/Caribbean/Black British

Other

Indian Pakistani Bangladeshi Chinese OtherAsian

African Caribbean Other Black

Arab Any other

Practice 2.03 0.82 0.06 0.46 1.06 0.12 0.14 0.02 0.02 1.07PPG 0 0 0 0 0 0 0 0 0 0

Describe steps taken to ensure that the PPG is representative of the practice population in terms of gender, age and ethnic background and

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other members of the practice population:

PPG meetings are always held outside of working hours to accommodate patients who may work. Meetings are advertised at least 2 months in advance to ensure that patients have plenty of advance notice to facilitate attendance in good time. We continually advertise the group on the practices website/reception/newsletter. We state that we are always looking for new members to represent a cross-section of the practice population. The PPG page on the practices website also has a ‘Contact Us’ section where patients who do not perhaps have time to attend meetings, can provide input to the group via the website. Minutes of the meetings are also available online to all patients. This year we have also advertised the group during the Saturday flu clinic via additional posters and a new slip advertising group is included in the patient welcome pack.

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:

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This year the group focused on online feedback as well as comments and suggestions submitted via comment box.

How frequently were these reviewed with the PRG?

These were reviewed quarterly and as of January 2015 patient feedback will be on the group’s agenda as standing item.

3. Action plan priority areas and implementation

Priority area 1

Description of priority area:

Promotion of the group- although group felt comfortable with its current size and members, it has been recognised that the group is under represented in the 16-34 age groups and that the group could also be further represented in minority ethnic groups.

What actions were taken to address the priority?

A member of the group (Mr J Ingall) agreed to help promote the PPG through visiting the surgery every 3 months and take feedback on issues/subjects. An additional posters have been put up during the flu clinic about The PPG encouraging those who are interested to contact the group’s chair.

New information slip promoting the group has also been included in the patient welcome pack to further promote the group.

Result of actions and impact on patients and carers:

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There has been a greater circulation of the practice newsletter and the greater interest in the PPG noticeboard has been observed.

How were these actions publicised?

The action features in the PPG action plan displayed on the PPG’s noticeboard. (“You said… we did”)

Priority area 2

Description of priority area:

Reducing of non-attendance figures.

What actions were taken to address the priority?

Posters and flyers are displayed around the surgery to draw attention to non-attendance by patients. Non attendees receive text messages when they do not appear at appointments and GP’s may phone them personally An article on the non-attendance numbers is featured in practice newsletter Group’s chair has also written a memo to all patients regarding the impact DNA’s have on the services which is displayed on the groups

noticeboard in the reception Numbers of the DNA’s are publicised on practice website (www.hucknallrdmc.co.uk )

Result of actions and impact on patients and carers:

There has been slight improvement in the DNA numbers to date. The practice will continue to raise awareness of the impact these have on

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other patients and carers and publicise the results as below.

How were these actions publicised?

The actions were publicised via:

Practice website PPG board in the reception Practice Newsletter Posters displayed around the practice (i.e clinical room doors)

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Priority area 3

Description of priority area:

Access to the practice website.What actions were taken to address the priority?

This issue has been raised by a patient via on line feedback and although the group did not find the website hard to navigate around, the practice will be looking into minor changes to make it more interactive as well as informative.

Result of actions and impact on patients and carers:

This priority has not been actioned as yet and practice is looking into implementing this within the next 3 months.

How were these actions publicised?

This action features on the PPG action plan displayed on the PPG board (“you said…. We did”)

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Priority area 4

Description of priority area:

Radio at the reception. The kind of music played at the main reception was raised both via on line feedback as well as by a member of the group. It was felt that the type of music played might have been inappropriate to certain age groups.What actions were taken to address the priority?

The practice has displayed a poster asking patients for their views and recommendations regarding the type of music they would like to listen to whilst waiting for their appointments.

Result of actions and impact on patients and carers:

Practice has changed the radio station to GEM 106 as suggested by patients. Since implementing this change the practice have received a number of positive comments on the music.

How were these actions publicised?

This action is advertised on PPG’s noticeboard under PPG action plan

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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):

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For more information on the progress made on issues in the previous years, please refer to the below action plan.

4. PPG Sign Off

Report signed off by PPG: YES

Date of sign off: 15.03.2015Deputy Chair Hilary Righton

How has the practice engaged with the PPG:

How has the practice made efforts to engage with seldom heard groups in the practice population?

The surgery makes efforts to engage with all groups in the community. Posters about relevant issues are displayed in the surgery waiting room and a regular newsletter is produced that is available on line and paper copies in the surgery .A member of the PPG regularly attends monthly to hand out the newsletter in the surgery clinics. Flu clinics that take place are used to promote the PPG and attract large numbers of patients from a variety of groups. Members of the PPG have attended the flu clinic days and handed out information to attendees about the PPG. As a patient I have witnessed instances where non English speaking patients have been accompanied by translators to assist communication during their consultations. Patients who confined to home who have internet access are able to access the surgery’s website and read about the PPG. Those who work full time have the opportunity to attend appointments early in the day from 7.30am onwards and up to 7.00pm in the evening. Text messages about appointments are sent as reminders to patients and also to evaluate care. The NHS Choices website gives patients the opportunity to express their views about the surgery and the quality of their treatment using star ratings. The practice regularly looks at NHS Choices and replies to comments. The surgery displayed posters encouraging patients to get involved in the Put Patients First Campaign. As a result the deputy chair of the PPG contacted her MP, Chris Leslie, about her concerns about the reduced number of walk in centres, difficulties in getting GP appointments and the provision of out of hour’s service by GPs and the 40% shortage of GPs in the Nottingham area alone. Doctors also use telephone consultations to contact patients.

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Has the practice received patient and carer feedback from a variety of sources?

Sources include-The National GP Questionnaire sent out yearlyFriends and Family recommendation of the surgeryNHS Choices WebsiteText message assessment by patients of their consultations at Hucknall Road Medical CentreE mail evaluationThe Surgery’s website allows feedback from patients about their experiences , which is evaluated by the Practice Management Team

Issues raised-Research allied to the medical centre e.g. cancer of the bowel ,asthma research and diabetes researchMental Health

Was the PPG involved in the agreement of priority areas and the resulting action plan?

All areas were presented and discussed with the PPG at their quarterly meetings. At times the deputy chair has offered the opportunity via email to other members to be included in evaluations. For example the implementation of the Summary Care Record to go live at the end of March and the involvement in the Put Patients First Campaign.

How has the service offered to patients and carers improved as a result of the implementation of the action plan?

The radio played in the surgery has been changed to something more suited to the patient’s requests.Seating has been improved in the surgery and has created more space for anybody with mobility problems.The newsletter has been given a greater profile to encourage membership of the PPG and greater awareness of the surgery.The general notice board is more visible so that patients are informed about health issues.Outside steps to the surgery have been painted in order to be more visible.Issues concerning the car park have been discussed.

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Pharmacy issues about electronic repeat prescriptions and delivery have been clarified.

Do you have any other comments about the PPG or practice in relation to this area of work?

The surgery continues to promote involvement in the PPG from a range of age groups and different ethnic groups. Involvement in the group is encouraged using displayed posters at the surgery entrance, in the newsletter and on its website.The surgery strives to improve its care and communicates well with its patients.

Please submit completed report to the Area Team via email no later than 31 March 2015 to:

Derbyshire practices: [email protected]

Nottinghamshire practices: [email protected]

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