Standard Reporting Template – Patient Participation DES 2014/15 Surrey & Sussex Area Team Practice Name Dolphins Practice Practice Code H82044 Signed on behalf of practice Date 24th March 2015 Signed on behalf of PPG Date 24th March 215 1. 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) Number of members of PPG: Yes Monthly Meetings, Email 12 Committee Members + 2 New Committee Members Following Questionnaire Feedback Detail the gender mix of practice, population and PPG: Detail of age mix of practice population and PPG: % Male Female % <16 17-24 25-34 35-44 45-54 55-64 65-74 >75 Practice 49.6 50.4 Practice 20.4 7.1 12 14.6 15.7 11.4 9.5 9.2 PPG 50 50 PPG 0 0 0 8.34 0 16.66 33 42 Detail the ethnic background of your practice population and PPG: White Mixed/ multiple ethnic groups % British Irish Unknown /Patient Refused Practice PPG 48.9 91.67 0.4 0 43.10 0 Other white White Black & Caribbean White & black African White & Asian Other mixed 3.5 0 0.1 0 0.1 0 0.4 0 0.3 0 Black / African / Caribbean / Black British Asian/ Asian British Other % Indian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other Black Arab Any Other Practice PPG 1.0 0 0.1 0 0.2 0 0.3 0 0.7 0 0.6 8.33 0.2 0 0.1 0 0 0 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: The Patient Participation Group and the Dolphins Practice are continually endeavouring to recruit new members, and following recent events we have two new members who have agreed to become active members of the group. We have a Patient Reference Group with over 48 Patients who we have recruited over the last few years, who are a group who are more representative of the patient population, but for various different reasons prefer to remain as a reference group. Are there any specific characteristics of your practice population which means that other groups should be included in the PPG? e.g. large student population, significant number of jobseekers, large numbers of nursing homes or a LGBT community? YES/NO No specific characteristics although continually try to encourage single mums, carers, patients with learning disabilities and younger patients to join the Patient Participation Group to ensure that everyone’s views are considered and to raise awareness of other groups difficulties If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful: Email and texts sent to patients, Patient Participation Group try to encourage at events they hold, attendance at flu clinics, carers events, educational talks, etc., 2. Review of patient feedback Outline the sources of feedback that were reviewed during the year: Questionnaire was sent out to 6000 Patients - email and paper responses received Practice has a suggestion book and box for Patients to make comments and receive feedback Flu Clinic/Drop In Session Feedback How frequently were these reviewed with the PRG? Monthly meetings are held with the Patient Participation Group whereby a GP and the Practice Manager attends to discuss all the current issues that the Practice and Patients are facing, awareness is raised of the activities of the Practice, in addition to relaying information back to the Practice. Educational events are organised whereby consultants and speakers are invited to talk about issues relating to Health and Clinical Commissioning Group updates, providing information around activities, changes and new services. Health promotion events are organized. A newsletter by the Patient Participation Group is produced for patients called Healthwise that is delivered to patients in Haywards Heath and is available from the Practice. The Patient Participation section on the practice website asks that if patients are interested in joining the group to email hsccg.dolphins-haywardsheath@nhs.net so that details can be forwarded to the Chairman. 3. Action plan priority areas and implementation Priority area 1 Description of priority area: Access – A large proportion of the Dolphins Practice patients live directly behind the practice which is soon to be increased by an adjoining development of some 64 family homes. In a recent survey a significant number of patients responded by saying they would like to access to the practice via a pedestrian entrance in the rear of the car park. This would remove the necessity of a significant walk along a muddy, ill lit and overgrown footpath which has security issues in that there is no "escape" along its entire length even if circumstances deemed it advisable. The site grounds are open to public access 24/7 and there would not seem to be any particular difficulties or security issues in installing a pedestrian entrance at the rear of the car park, the Practice and the Patient Participation Group agreed that they would like to see this particular initiative progressed, especially as it was felt that this may alleviate to some degree the very difficult parking issues on site as there is road parking available in the residential area albeit with some restrictions which patients tend to eschew in view of the footpath issue. As a consequence they then drive to the practice. What actions were taken to address the priority: The chairman of the Patient Participation Group wrote on behalf of the patients and the practice to NHS Property Services, in London, with a copy being sent to Workman LLP who are the landlord GPG No 1 Ltd.’s agents highlighting the difficulties and suggesting that a meeting is arranged so that this can be discussed further. Result of actions and impact on patients and carers (including how publicised): Awaiting response to letter but it is hoped that this will improve access to site for patient’s and carers, the action undertaken is notified to patients via a newsletter, which is emailed to the 6000 Patients who have been asked to complete the questionnaire, whether they participated or not and the results of the meeting etc., will be incorporated into future newsletters which will be available via email, as stated previously plus delivered locally and hard copies will be available for patients in the Practice. Priority area 2 Description of priority area: Parking – A quarter of the patients who responded to the survey stated that parking is an on going problem when attending the Practice, resulting in appointments being missed, as the queuing system due to the car park configuration, means that you are unable to move when you are queuing. What actions were taken to address the priority: The Patient Participation Group wrote to the PAL Complaints Manager in January 2015 who acknowledged the letter, which was then forwarded to NHS Property Services, who own the land, which is subsequently rented to the landlord. The letter highlighted the difficulties that patients were experiencing and pointed out that whilst the practice lease states ‘THE LANDLORD GRANTS ...The exclusive right at all times to use for parking of private motor vehicles belonging to the Tenant its permitted under tenants and licensees and its or their visitors the fifty car parking spaces in the Car Park as allocated by the landlord (acting reasonably and taking into account the Tenants representations and concerns.) This was not being adhered to due to other users of the site who feel it was reasonable to use the practice parking space due to limited parking themselves. Several meetings had taken place with the site users and landlord and whilst measures had been put in place these were not being adhered to resulting in the difficulties still being experienced for Patients. Result of actions and impact on patients and carers (including how publicised): Continuing to obtain a response from NHS Property Services, to try to reduce/improve stress/anxiety levels and more importantly to avoid a real life experience, when a Mother with a small child was trapped in an emergency situation. The action undertaken is notified to patients via a newsletter, which is emailed to the 6000 Patients who have been asked to complete the questionnaire, whether they participated or not and the response received from NHS Property services will be incorporated into future newsletter which will be available via email, as stated previously plus delivered locally and hard copies will be available for patients in the Practice. Agreement received 24th March 2015 that a meeting has been agreed so that this can be discussed further. Priority area 3 Description of priority area: Transport – Patients have difficulty with public transport and timings of appointments as the Dolphins Practice is on the outskirts of Haywards Heath and the bus service has been reduced, the taxi fare is very expensive, not a walkable distance and if travel by car can’t park. What actions were taken to address the priority: This has been addressed with the Bus Service, who feel it is an adequate service for the Haywards Heath residents. The Patient Group have contacted live signage to ensure that it is clear when the bus service operates and have been advised that there’s no budget for this for 2014/2015 but will ensure it’s a priority for 2015/2016. The Practice and the Patient Group have been discussing for sometime the difficulties that patients are encountering with regard to appointments and have introduced telephone consulting, whereby a GP will speak with the patient over the telephone to determine whether it is necessary for them to visit the Practice, thereby saving them the difficulties with transport, parking etc., which has had a mixed response but believe that this may resolve transport issues for the patients and resource issues for the practice, whilst ensuring that patient care is paramount. Result of actions and impact on patients and carers (including how publicised): The action undertaken is notified to patients via a newsletter, which is emailed to the 6000 Patients who have been asked to complete the questionnaire, whether they participated or not. These publications will continue to provide on going education to patients regarding changes that are taking place in the Dolphins Practice, provide them with other services that can be accessed in time of need such as NHS 111 and local pharmacies, which will be incorporated into future newsletter and made available via email, as stated previously plus delivered locally and hard copies will be available for patients in the Practice. 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) Free text Telephone Access – All administrative staff answer the telephone between 8.00am and 9.30am each day. Patients not needing to speak with a member of the clinical team that day are encouraged to phone after 9.30am when phones are less busy. On line access appointments have been available to reduce telephone calls In some circumstances text messages are used when contacting patients with routine blood tests when no follow up is required. Availability of Appointments – Telephone consultation service, has been developed to ensure that patients can at least speak with a member of the clinical team on the day of their call, if required, which has resulted in an increased number of appointments available On line access appointments have been increased and raised awareness to Patients that this is available. Administrative Team – On going training has been undertaken with the administrative team to ensure that there’s an increase in working knowledge of options available to patients in order in make informed decisions. Customer service skills have been developed to provide a customer focused service to patients 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? Has the practice received patient and carer feedback from a variety of sources? Was the PPG involved in the agreement of priority area and the resulting action plan? How has the service offered to patients and carers improved as a result of the implementation of the action plan? Do you have any other comments about the PPG or practice in relation to this area of work? Yes 24th March 2015 Monthly Meetings Emails Educational Events Held Newsletter Yes Yes Work Ongoing Idea’s regarding how to recruit other PPG Members to ensure improved representation