Standard Reporting Template
Devon, Cornwall and Isles of Scilly Area Team
2014/15 Patient Participation Enhanced Service – Reporting Template
Practice Name: Stennack Surgery, St Ives, Cornwall
Practice Code: Y01922
Signed on behalf of practice:
Fiona Vinnicombe (PPG Lead)
Signed on behalf of PPG: Linda Petzing (PPG Chair)
1.
Date: 20/3/15
Date: 20/3/15
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 and Email
Number of members of PPG: 75 (Consultation Group 19, Virtual Group 56)
Detail the gender mix of practice population and PPG:
%
Practice
PRG
Male
48%
31%
Female
52%
69%
Detail of age mix of practice population and PPG:
%
<16
Practice
15%
PRG
4%
(2 not disclosed)
17-24
20% 1%
25-34
->
8%
35-44
<8%
45-54
40%
16%
55-64
->
23%
65-74
14%
23%
> 75
11%
15%
Detail the ethnic background of your practice population and PRG:
Practice
PRG
British
Irish
4105
43
16
1
White
Gypsy or Irish
traveller
Other
white
503
15
White &black
Caribbean
2
Mixed/ multiple ethnic groups
White &black
White
African
&Asian
8
22
Other
mixed
11
(38% patients & 21% PPG members not disclosed)
Practice
PRG
Indian
Pakistani
3
1
Asian/Asian British
Bangladeshi
6
Chinese
14
Other
Asian
18
Black/African/Caribbean/Black British
African
Caribbean
Other
Black
11
1
Arab
2
Other
Any
other
10
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:
The PPG continues to actively recruit new members, particularly from the lesser represented groups through our PPG ambassadors
talking to patients in our waiting room.
We have actively recruited from patients with differing occupational status eg. Full-time work, sick or disabled, retired and in full time
education.
The Virtual Group is especially designed for those who are unable to commit to meetings, but can be still involved eg. Under 25s and
those with young families.
Cornwall tends to have a predominantly white, older population with Cornish being a recognised ethnic minority. 11 of our “Other
white” members fall into this category.
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:
25% of our patient population is over 65. This is therefore represented in our PPG membership.
We have patients registered with us from five local Care Homes. We are considering ways of engaging with this group.
Four members of the PPG classify themselves as permanently disabled. This enables the group to benefit from their experience in
order to improve services eg. Installing a hearing loop.
We also have carers represented in the Group.
We have recently recruited some younger members to the Consultation Group and our smaller “Working Group”. Its meeting time
has been altered to accommodate working members.
2.
Review of patient feedback
Outline the sources of feedback that were reviewed during the year:
 Patient Questionnaire designed and managed by the PPG (Action plan generated from this)
 NHS Choices – Patient Reviews
 Friends & Family Tests
 Patient feedback forms in Waiting Room (managed by the PPG)
 PPG Ambassadors working in the Waiting Room talking to patients
 Discussion in PPG meeting of Practice Complaints & concerns themes
How frequently were these reviewed with the PRG?
Every month by the Working Group
Every quarter by the Consultation Group
By email to the Virtual Group
3.
Action plan priority areas and implementation
Priority area 1
Description of priority area:
Access to Appointments & Continuity of Care – with twelve GPs working across the week, patients can find it difficult to book with
the GP of their choice.
What actions were taken to address the priority?
 Each GP has a “Buddy”. This was publicised further in the Practice Leaflet, PPG Newsletter, on posters and flyers.
 Our Nurse Practitioner led “Same Day Service” for acute problems was explained and promoted through newsletters and
posters.
 The PPG was given an up to date presentation about the appointment scheduling. The release of appointments was
discussed and the balance altered by agreement with the PPG and also mindful of our National MORI survey results.
 A poster showing the working days of each Doctor was publicised
 Meet & Greet Days held by the PPG in the Waiting Room to inform and listen to patients for feedback and concerns.
 The PPG was keen to try to reduce “DNAs” to help with capacity. (Unattended appointments)
Result of actions and impact on patients and carers (including how publicised):
 Greater awareness of services & options available eg. “Choose Well” campaign & on the day appointments for acute
problems (SDS)
 More appointments made available within 48 hours
Publicised –
 Revised Practice Leaflet
 PPG Newsletter
 Posters
 Flyers
 PPG Ambassadors
Priority area 2
Description of priority area:
Reducing DNAs (Unattended appointments) – were over forty GP appointments and six hours of nursing time per week
What actions were taken to address the priority?
The PPG was very keen to address this issue. It was agreed that letters would be sent to any patient who DNA’d three or more
appointments within a six month period. A follow-up letter would be sent if the patient continued to DNA, subject to the GP’s
authorisation.
The importance of cancelling an unwanted appointment was highlighted in the PPG Newsletter and up to date DNA figures were
displayed in the waiting room each week.
The new on-line booking system was introduced and this was promoted as another option, which allows patients to cancel their
appointment 24/7.
Result of actions and impact on patients and carers (including how publicised):
It has been noted that once patients have received a letter they generally either attend or cancel their appointment. The number of
letters being sent each month has reduced significantly from being over 20 per month originally down to 7 in February 2015. This
has in effect released additional GP appointments, improving access and continuity of care.
This continues to be publicised on posters and newsletters as well as on our new electronic calling system.
The Practice & PPG continue to monitor the loss of nursing hours due to DNAs.
Priority area 3
Description of priority area:
Waiting time for Appointments & Queues in the Waiting Room – Patient feedback and surveys raised the issue of GPs running
late.
The Reception desk often has queues of patients.
What actions were taken to address the priority?
Making patients aware as to why a doctor may be running late – Although appointments are only 10 minutes, the doctor will spend
the appropriate length of time with the patient if necessary and therefore may over-run. Patients may also book double
appointments if they feel it necessary. This information was publicised by the PPG Ambassadors, Newsletters, Practice leaflet and
also through staff training with the Reception team. Reception when possible to inform patients if a doctor is running late. This is
also going to be assisted by a new IT system which will inform the patient when they book in or whilst they are waiting, to be
installed during 2015.
Patients being seen in the SDS may have a wait due to clinical priority. Awareness of this through newsletters and Reception
team.
Through local community group talks, the PPG Chair has been able to give explanations for issues that have been raised around
this subject.
Queues regularly form at Reception. This is often patients wishing to book in who do not want to use the “Arrivee” electronic
checking in screen. PPG Ambassadors have actively shown patients how to use this system and thereby reducing queues and
their wait. User Guide Posters have been produced by the PPG and displayed in Reception.
The new on-line booking system and medication ordering has also been introduced this year and promoted by the PPG in the
Waiting Room and in the local community.
Result of actions and impact on patients and carers (including how publicised):
Over 2000 patients have registered to use the on-line services, with over almost 1200 regular users. This helps reduce not only
queues, but also volume of phone calls.
Patients feel more confident to book a double appointment if necessary.
PPG Ambassadors “Queue walk” in order to help patients use the IT options, thereby reducing queues at the Reception desk.
New IT during 2015 will make patients more aware of waiting times.
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):
The issue of patients not being able to hear when they are called due to the size of the waiting room – As a result of patient
feedback, the PPG installed microphones for the clinicians to use, however this proved unsuccessful as some felt uncomfortable
using them. An electronic calling system was then trialled as an alternative. The PPG collated the feedback for the Practice to
make a decision on its purchase. The system also enables information to be displayed in the waiting room. The PPG has been
instrumental in producing patient friendly information for the slide show being displayed between calling patients.
The PPG continues to take an active role in the annual flu clinics by members working with the surgery staff to manage the large
numbers of patients being seen and to take the opportunity to talk to and listen to the patients.
The PPG continues to work to improve communication and therefore inform patients of the services available through the revised
Practice leaflet, Newsletters, publicity and their on-going presence in the waiting room.
4.
PPG Sign Off
Report signed off by PPG: YES
Date of sign off: 20/3/15
How has the practice engaged with the PPG:
How has the practice made efforts to engage with seldom heard groups in the practice population? Local school talks by PPG &
Practice staff, introduction of Young Persons Clinic, use of Social media.
Has the practice received patient and carer feedback from a variety of sources? Patient survey, PPG survey, PPG feedback
forms. Carers are represented on the PPG.
Was the PPG involved in the agreement of priority areas and the resulting action plan? Yes - totally
How has the service offered to patients and carers improved as a result of the implementation of the action plan? As above – a
better balance of appointments released, reduction in DNAs, reduced queues, better informed patients.
Do you have any other comments about the PPG or practice in relation to this area of work?
The PPG has worked extremely closely with the Practice and has a very good working relationship with all clinicians and staff.