Annex D: Standard Reporting Template
North Yorkshire and Humber Area Team
2014/15 Patient Participation Enhanced Service – Reporting Template
Practice Name: South Milford Surgery
Practice Code: B82073
Signed on behalf of practice: Stephanie Drury
Date: 12th March 2015
Signed on behalf of PPG:
1.
Date:
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) Engagement is largely done virtually via email but we have also had telephone
discussions with individual patients
Number of members of PPG: 15
Detail the gender mix of practice population and PPG:
%
Practice
PRG
Male
50.2%
53%
Female
49.8%
47%
Detail of age mix of practice population and PPG:
%
Practice
PRG
<16
18.4
0
17-24
7.3
6.6
25-34
11.6
0
35-44
14.3
6.6
45-54
15.1
26.7
55-64
13.5
13.3
65-74
11.5
46.7
> 75
7.9
0
Detail the ethnic background of your practice population and PRG:
Practice
PRG
Practice
PRG
British
Irish
97.53
100
0.22
White
Gypsy or Irish
traveller
0.01
Indian
Pakistani
0.19
0.04
Other
white
1.05
Asian/Asian British
Bangladeshi
0.01
White &black
Caribbean
0.05
Chinese
0.14
Mixed/ multiple ethnic groups
White &black
White
African
&Asian
0.04
0.08
Other
Asian
0.11
Other
mixed
0.15
Black/African/Caribbean/Black British
African
Caribbean
Other
Black
0.1
0.03
0.03
Other
Any
other
0.02
0.19
Arab
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:
This year we expanded the group to virtual one to allow those who worked or had difficulty travelling to participate and to
encourage more to take part as the time commitment would hopefully be less. We also sent individual invites to all patients
who had had a contact with the surgery with a complaint, praise or feedback to try and harness their opinions and increase
participation.
We continued to advertise in surgery and online and also continued with individual invitations
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:
We undertook our own survey during December 2014, in addition we reviewed the national survey, patient complaints & praise, telephone & verbal feddback
and messages sent online
How frequently were these reviewed with the PRG?
These were reviewed annually with the group after completion of the survey
3.
Action plan priority areas and implementation
Priority area 1
Description of priority area:
Access to surgery by telephone
What actions were taken to address the priority?
An automated telephone answering & booking system has been put in place to allow patients to book appointments and order
repeat prescriptions 24 hours a day by telephone and to increase the number of patients who can be on the telephone lines at one
time. This will then free up access to speak to staff when this is needed.
Result of actions and impact on patients and carers (including how publicised):
It was publicised via the patient group, with online and in surgery advertising, patients leaflets and leaflets to repeat prescription
patients with their next script and via the prescription telephone line.
The system started at the beginning of March and is still in early days but early indications are that it has reduced the time &
number of attempts to get through to the surgery
Priority area 2
Description of priority area:
Access to surgery – routine appointments with a GP and with specific GP
What actions were taken to address the priority?
We have amended our same day appointments system to be with a duty practitioner with specification so that patients who need
to be seen quickly (today) do not choose who they would like to see. We have invested in additional practitioner resource and this
has allowed us to free up routine appointments with GP’s to reduce the waiting time for these
Result of actions and impact on patients and carers (including how publicised):
This was publicised in the same ways & leaflets as Priority 1.
Waiting time to a routine GP appointment prior to this change was averaging 15-18 days. This has currently reduced 8-9 days but
again it is early days of the system. This is still slightly longer for some specific GP’s which are running at 12-14 days and this is
an area we will continue to work on through the coming year with the patient group
Priority area 3
Description of priority area:
Increase awareness and use of the online (and now automated telephone) systems to improve response times and patient access
What actions were taken to address the priority?
We undertook a publicity process to push the online system for appointments and ordering repeat prescriptions by general
advertising online and in surgery. We specifically targeted patients on repeat medication when collected medication and scripts.
We also had a targeted approach by our nursing team when patients came for review to issue online access to those patients.
This process has been active for 2 months
Result of actions and impact on patients and carers (including how publicised):
We have increased online registration by 5% to date (approx. 485 patients)
The automated booking system which has been active since 3 rd March ahs had 115 appointments and 6 repeat prescriptions done
through it in the first 10 days of being live
This information will be shared in surgery and online
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):
Access has been a long standing issue and we believe we have steadily improved access to patient requirements since the start of the scheme. In addition
in introducing the new way of working this will allow us to tackle another big concern of the patients about confidentiality in our waiting area as we will
be able to relocate the telephones from very close to this area to upstairs away in the building.
We have also used feedback from patient group to inform our training of staff and have tried to improve/ enhance staff’s interpersonal skills with further
training planned
We have had a continued struggle to draw membership of the group from all areas, ages and backgrounds and continue to work on this
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?
We have tried to get involvement from under-represented areas by individual invite or by asking at certain clinics such as the baby
immunisations clinic to try and increase representation with limited success
Has the practice received patient and carer feedback from a variety of sources?
Yes we have used surveys, feedback cards, FFT, complaints, praise and online messages
Was the PPG involved in the agreement of priority areas and the resulting action plan?
The group consulted on the areas of survey as being of priority to them as patients and the resulting outcomes from this survey
have been used to make our priority actions. The group have reviewed these actions as appropriate.
How has the service offered to patients and carers improved as a result of the implementation of the action plan?
We believe that the new systems whilst still bedding in will offer an great improvement to access at the surgery and remove a
number frustration of not getting the phone answered in a timely manner. We hope the changes will also continue to lead to an
improvement of access and continuity in seeing a GP but accept that this still requires more work from us.
Do you have any other comments about the PPG or practice in relation to this area of work?
The practice has struggled to get good engagement from patients and recognises we need to work on this. Support from CCG or
area team to facilitate this would be a big help and also in helping get the most from the group.