Annex D: Standard Reporting Template
Wessex Area Team
2014/15 Patient Participation Enhanced Service – Reporting Template
Practice Name: Sandown Health Centre
Practice Code: J84013
Signed on behalf of practice:
Date:
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
Method of engagement with PPG:
Face to face, Email, Other (please specify) Email and face to face
Number of members of PPG: 14
1
Detail the gender mix of practice population and PPG:
%
Practice
PRG
Male
48
43
Detail of age mix of practice population and PPG:
Female
52
57
%
Practice
PRG
<16
13
7
17-24
11
7
25-34
10
7
35-44
10
7
Mixed/ multiple ethnic groups
White &black
White
African
&Asian
o
0
0
0
Other
mixed
0
0
45-54
14
7
55-64
14
14
65-74
15
28
> 75
13
21
Detail the ethnic background of your practice population and PRG:
Practice
PRG
Practice
PRG
British
Irish
96
77
<1
7
White
Gypsy or Irish
traveller
0
0
Indian
Pakistani
<1
7
<1
0
Other
white
1.5
7
Asian/Asian British
Bangladeshi
<1
0
White &black
Caribbean
<1
0
Chinese
<1
0
Other
Asian
<1
0
Black/African/Caribbean/Black British
African
Caribbean
Other
Black
<1
<1
<1
0
0
0
Arab
0
0
Other
Any
other
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 other members of the practice population:
Membership of the PPG is open to anyone and sign up can be done from our website. From time to time and especially when first
setting up, we will actively target a patient from a particularly under-represented group. Not surprisingly we have found that few <25
yr olds have actively requested to join the group so we have had to contact them directly. Also, although our practice population is
overwhelmingly white British, we felt it important to have a representative from the eastern European community.
2
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:
emails, comments on website, comments from comments book in reception, recently friends and family test comments
How frequently were these reviewed with the PRG?
At least annually with a face to face group meeting, more frequently if required depending on the nature of the comments. Regular
emails sent out to the group from the practice manager.
3
3.
Action plan priority areas and implementation
Priority area 1
Description of priority area:
Positive feedback from the over 75 health checks but concerns from members of the PPG that patients aged between 40 and 75
years of age risk not being screened. As many miss the 5 yearly opportunity.
What actions were taken to address the priority?
We agreed to extend the offer of health checks to anyone older than 40 years who has not been seen for a number of years. We
have not yet decided the exact length of time but plan to look at the numbers involved.
Result of actions and impact on patients and carers (including how publicised):
None yet as not yet started
4
Priority area 2
Description of priority area:
Publicity and introduction of new GPs
What actions were taken to address the priority?
Dr Katie Thomas attended an evening meeting with the PPG to introduce herself.
Dr Katie Thomas and Dr Sam Smith have been asked to write a short article about themselves for the local area newspaper.
Result of actions and impact on patients and carers (including how publicised):
Not yet completed.
5
Priority area 3
Description of priority area:
Promotion and retention of additional services provided at Sandown Health Centre.
The weekly ultrasound clinic held in the surgery is under threat due to staffing shortages at St Mary’s Hospital. The PPG was
heavily involved in the fund raising to purchase the scanner. Patient feedback has been very positive.
Also on a similar theme the practice has acquired a micro suction device which can prevent the need for a trip to the hospital for
patents with certain ear conditions
What actions were taken to address the priority?
It was agreed that maintaining the ultrasound clinic was a key priority and of great benefit to the practice population. The PPG will
write a letter of support to strengthen the argument to keeping it.
The practice will arrange training for the nurses and doctors to allow the use of the micro suction machine. The PPG has offered
to publicize this new service and also to arrange fund raising for the running costs.
Result of actions and impact on patients and carers (including how publicised):
PPG will write a letter to the trust and encourage practice patients to express their support.
One of the local ENT consultants has agreed to provide the micro suction training.
An article about the micro suction will be written for the local community newspaper.
6
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):
Issues regarding telephone access – the PPG reports numerous complaints about difficulty in getting through on telephone.
Mainly due to rush at 8am to book appointments. Practice manager was to speak to telephone company to get figures for actual
call volumes and then adjust manning levels accordingly. This was completed and the staff rota has been adjusted to have more
staff answering phones from 8-9am at the peak demand time. General opinion is that while this has improved things somewhat,
there is always going to be an 8am rush due to our appointment system. We are looking at alternative systems to try and improve
things.
Car parking – another source of complaints has been the crowded car park at peak times. It was recognised that the working day
has 2 peaks of activity in terms of patients attending the medical centre at any given time the worse being 10am each morning.
We agreed to trial a change in doctor appointment timings to try and smooth out this peak. Following the initial trial we are now in
the process of swapping to a new doctors appointment rota, this will also allow the changing of nurse clinic timings to further
smooth out the peak times. A separate issue has been the recent introduction of parking charges by the council to the Heights
Car park – this is likely to have the effect of increasing even further the pressure on spaces in the Health Centre’s car park.
7
4.
PPG Sign Off
Report signed off by PPG: NO
Date of sign off: 11/3/15
How has the practice engaged with the PPG:
How has the practice made efforts to engage with seldom heard groups in the practice population?
By directly approaching members of seldom heard groups, for example the Polish and Easten European community, and inviting
them to join the PPG.
Has the practice received patient and carer feedback from a variety of sources?
Yes, there has been feedback from patients via members of the PPG as a number of the members hold public positions within the
local community and so are mixing with patients on a regular basis; there has been feedback via emails or from comments posted
on the website; more recently comments left on the Friends and Family tests.
Was the PPG involved in the agreement of priority areas and the resulting action plan?
Yes. Each year there has been a face to face meeting of the PPG to formulate the action plan.
How has the service offered to patients and carers improved as a result of the implementation of the action plan?
It is too early for the benefits to be apparent for this year as the changes have not yet been implemented however there will be a
direct benefit once the extra health check invites are sent out.
Do you have any other comments about the PPG or practice in relation to this area of work?
No
8
9