Annex D: Standard Reporting Template
Taken from; GMS Contract 2014/15, Guidance and Audit requirements, NHS England Gateway reference: 01347
East Anglia Area Team
2014/15 Patient Participation Enhanced Service Reporting Template
Practice Name: Cornford House Surgery
Practice Code: D81012
Signed on behalf of practice:
R Sims
Date: 11/3/15
Signed on behalf of PPG/PRG:
By email
Date: 11/3/15
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, Face to face and by email
Email, Other (please specify)
Number of members of PPG:
Detail the gender mix of practice
population and PPG:
%
Male
Female
Practice
48.5%
51.5%
PPG
35%
71
Detail of age mix of practice population and PPG:
%
<1
6
1724
2534
3544
4554
5564
6574
>7
5
Practice
20
%
7%
15
%
16
%
10
%
13
%
15
%
10
%
20
%
9%
10
%
17
%
65%
PPG
38
%
Detail the ethnic background of your practice population and PPG:
Practice
PPG
British
Irish
67%
89%
.3%
White
Gypsy or
Irish
traveller
N/A
Other
White
11%
Asian/ Asian British
Indian
Practic 3.5%
e
PPG
Pakista Banglade
ni
shi
.6%
.7%
Chines Other
e
Asian
2.3%
3.2%
Mixed/ multiple ethnic groups
White & White & White & Other
Black
Black
Asian
mixed
Caribbea African
n
.2%
.2%
1%
.6%
Black/African/Caribbean/Bl
ack British
African Caribbe Other
an
Black
.7%
.2%
.1%
Other
Arab
.2
8%
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:
We reviewed our practice profile from APHO General Practice Profiles
http://www.apho.org.uk/pracprof/
From the practice clinical system we searched on ethnicity to also help identify the practice
profile
Wrote to patients, offered leaflets to patients attending the Practice, publicised the PRG on
the Practice website www.cornfordhouse.org
We displayed a message inviting applications from patients using the automated check in
desk and included an article on the work of the PRG in our quarterly patient newsletter
Are there any specific characteristics of your practice population which means that other
groups should be included in the PPG?
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Any
Other
8.2%
3%
e.g. a large student population, significant number of jobseekers, large numbers of nursing
homes, or a LGBT (Lesbian Gay Bisexual Transgender) 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:
Real time feedback over a 3 month period from patients attending the surgery. Use of touch
screen kiosks in each waiting room for patients to give feedback following a consultation.
How frequently were these reviewed with the PPG?
The views of the PRG were sought by email.
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3. Action plan priority areas and implementation
Priority area 1
Description of priority area:
Appointments – Quantity, convenient timing and ease of booking
What actions were taken to address the priority?
Plan ahead and review monthly appointment rota’s to arrange extra cover through locums if
necessary to maintain numbers.
Monitor number of unused free GP and nurse appointments each week to identify any issues
Continue to monitor DNA’s (Patients who did not arrive for their booked appointment 15289 appointments arranged in last 3 months with 667 DNA’s, roughly 50 per week) and
discuss with patients who regularly do this to advise us if they can’t make it so that the
appointment can be made available for other patients
Display DNA rates in waiting rooms
Continue availability of appointment booking online, review how many available online and
how many by ‘phone on a regular basis
Continue to monitor in line with BMA guidance on Doctor:Patient ratio to enable a fair
number of appointments available
Result of actions and impact on patients and carers (including how publicised):
We recognise that this is a difficult area and especially so in the present stretched
environment.
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Priority area 2
Description of priority area:
Patient education group
What actions were taken to address the priority?
Smoking advice drop in clinics arranged to coincide with national no smoking day
Have spoken to nursing team and will organise an education event for patients in the coming
year
Result of actions and impact on patients and carers (including how publicised):
Smoking advice clinics advertised by personal invitation, posters in waiting rooms and
publicity on website.
Education event to be similarly advertised
Priority area 3
Description of priority area:
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Waiting time in waiting room for appointment
What actions were taken to address the priority?
Continue to circulate quarterly the individual clinicians waiting times for them to benchmark
themselves against their peers and seek to improve.
Result of actions and impact on patients and carers (including how publicised):
Our patients do recognise and appreciate that we will spend time with them when it is
needed with 95% advising that the clinician gave them sufficient time in the consultation.
They say that it is therefore reassuring that when needed we are not rigid with timings.
The BMA and the Royal College of Physicians would like to see resources in General Practice
to allow for longer appointment times, but the current levels of workload and demand
unfortunately make this impossible. If patients have more than one concern/problem, we ask
them to please help the doctors to keep to time by booking a double appointment.
Having said that there is certainly room for improvement.
Tracking the waiting times for individual clinicians and publishing them internally for them to
benchmark themselves against their peers has seen an overall reduction in most doctors
average waiting times over the last year although the nurses average waiting times have
slightly increased, we will continue to work on this area.
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):
Cornford House Surgery is dedicated to providing the best possible service to our
patients within the resources at our disposal.
I hope that you will feel that by starting to tackle the areas outlined above we will improve on
what we do at the moment. Please do not hesitate to let us know what you feel
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4. PPG Sign Off
Report signed off by PPG: YES
Date of sign off: by email 11/3/15
How has the practice engaged with the PPG:
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All of the members of the PRG were sent the results of the patient feedback collected over a
4 month period highlighting the issues raised and seeking their opinions as to what were their
priority areas.
How has the practice made efforts to engage with seldom heard groups in the practice
population? Membership of the PRG includes those from seldom heard groups.
Has the practice received patient and carer feedback from a variety of sources? Yes
Was the PPG involved in the agreement of priority areas and the resulting action plan? Yes
How has the service offered to patients and carers improved as a result of the
implementation of the action plan? Continual concentration on key areas resulting in
Patient’s view of us giving them enough time, listening, treating them with care and concern
and taking their problem seriously has improved since the last survey. There has also been
individual praise for some doctors, nurses and receptionists. Patients appreciate the option of
having more choice by being able to book appointments at either surgery. Patients appreciate
the ability to use the online services. More patients would recommend the surgery to friends
and family than in the last national survey
Do you have any other comments about the PPG or practice in relation to this area of work?
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