Standard Reporting Template
Devon, Cornwall and Isles of Scilly Area Team
2014/15 Patient Participation Enhanced Service – Reporting Template
Practice Name: The Meadows Surgery
Practice Code: L85061
Signed on behalf of practice:
Katie Packham
Date:20.02.2015
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
Method of engagement with PPG: Face to face, Email, Other (please specify) Face to Face + email
Number of members of PPG: 36
Detail the gender mix of practice population and PPG:
%
Practice
PRG
Male
44
39
Female
56
61
Detail of age mix of practice population and PPG:
%
Practice
PRG
<16
18
0
17-24
8
3
25-34
11
11
35-44
11
8
45-54
14
14
55-64
14
17
65-74
12
11
> 75
11
69
Detail the ethnic background of your practice population and PRG:
Practice
PRG
Practice
PRG
British
Irish
2117
22
3
0
White
Gypsy or Irish
traveller
0
0
Indian
Pakistani
3
0
0
0
Other
white
48
0
Asian/Asian British
Bangladeshi
9
0
White &black
Caribbean
0
0
Chinese
0
0
Mixed/ multiple ethnic groups
White &black
White
African
&Asian
8
2
0
0
Other
Asian
4
0
Other
mixed
3
0
Black/African/Caribbean/Black British
African
Caribbean
Other
Black
0
0
0
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:
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:
Survey, Friends & Family, complaints
25% of the responses received from the mini survey recorded that no changes were necessary - (everything OK)
How frequently were these reviewed with the PRG? Quarterly
3.
Action plan priority areas and implementation
Priority area 1
Description of priority area:
Information for patients
What actions were taken to address the priority?
Improved information on website, new leaflet available to patients sign posting them to services available locally before requesting
a GP appointment.
Result of actions and impact on patients and carers (including how publicised):
Clearer information signposting patients available on plasma screen, at reception, in new patients packs and on website.
Priority area 2
Description of priority area:
Transport
What actions were taken to address the priority?
Make clear in practice booklet the car parking arrangements at the surgery including the disabled bays and place links to public
transport on website. Bus timetables are available in reception.
Result of actions and impact on patients and carers (including how publicised):
Patients & carers will be more aware of the car parking availability at the surgery. The bus timetable is linked to the website and
available in reception.
Priority area 3
Description of priority area:
Opening Times / Access to services
What actions were taken to address the priority?
The practice is in the process of recruiting a new partner or salaried GP due to retirement. This is a optium time to revise the
practice opening times. We aim to have the dispensary open until 7pm Tues-Thurs weekly and change our extended hours from
1 evening working until 8pm to 3 evenings working to 7pm from 01.07.2015. In the meantime we have increased access to
nurses by having a nurse available for extended hours, we have triage on Mondays & Tuesdays and also have increased the
telephone & on line booking appointments.
Patients have also had on line access to medication, ordering prescriptions, making & cancelling appointments with GPs for a
number of years this expanded to allergies, immunisations since December 2014 if they requested. Patients are now routinely
asked at registration if they wish to registered for this service, they are also asked within the dispensary when ordering &
collecting medication.
Result of actions and impact on patients and carers (including how publicised):
More patients are attending for reviews with the nurse particularly those who found it difficult due to work commitments.
Patients are making more on line appointments for GPs.
Patients like the on line access for prescriptions and we have encouraged local nursing & residential homes to register their
patients for this service by writing to them.
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 action plan has been successfully implemented; the triage has been promoted on the Jayex and within the newsletter. Patients are now more aware
of the service and feedback from patients via the friends & family suggest that patients are extremely happy with the service we offer. We have monitored
the triage and found that we are able to cope well with the calls and while the numbers of patients has increased using the triage we do not feel expanding
the service is necessary at this time.
Patients using the service have reported that they get appropriate appointments with a suitable HCP and are seen or dealt with on the same day.
4.
PPG Sign Off
Report signed off by PPG: YES/NO
Date of sign off:
How has the practice engaged with the PPG:
The mini survey was agreed with members of the group who meet quarterly. The survey was sent to all registered patients of the
PPG by email or letter.
How has the practice made efforts to engage with seldom heard groups in the practice population?
The practice sent letters to all patients in ethnicity groups that were not represented on the group. Letters were also sent to all
males in under- represented age groups
Has the practice received patient and carer feedback from a variety of sources?
Feedback has been via post, verbal or email.
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?
When implemented the patients will have improved access to GPs, dispensary & Practice Nurse, the practice is seeking approval
from NHS England to change our extended hours arrangements. The practice leaflet will advise patients & carers of the car
parking arrangements and public transport times to the surgery. This information will also be available on the website. We have
also created a leaflet advising patients how to make use of the services available to them locally before requesting a GP
appointment.
Do you have any other comments about the PPG or practice in relation to this area of work?
The PPG have been very supportive of the practice and have confidence in the staff & clinicians which is reflected in the friends &
family results the practice receive.