Annex D: Standard Reporting Template
Shropshire and Staffordshire Area Team
2014/15 Patient Participation Enhanced Service – Reporting Template
Practice Name: Highley Medical Centre
Practice Code: M82031
Signed on behalf of practice:
Theresa Dolman
Signed on behalf of PPG: Mrs G Barker
1.
Date: 16/3/15
Date: 20/3/15
Prerequisite of Enhanced Service – Develop/Maintain a Patient Participation Group (PPG)
Does the Practice have a PPG? YES . Highley Patient Group (HPG)
Method of engagement with PPG: Face to face, Email
Number of members of PPG: 11
Detail the gender mix of practice population and PPG:
%
Practice
PRG
Male
1445
4
Female
1449
7
Detail of age mix of practice population and PPG:
%
Practice
PRG
<16
468
17-24
247
25-34
282
35-44
304
45-54
373
1
55-64
417
3
65-74
477
5
> 75
326
2
Detail the ethnic background of your practice population and PRG:
Practice
PRG
British
Irish
2601
11
4
Indian
Practice
PRG
9
White
Gypsy or Irish
traveller
Pakistani
Other
white
28
Asian/Asian British
Bangladeshi
White &black
Caribbean
3
Chinese
9
Mixed/ multiple ethnic groups
White &black
White
African
&Asian
4
Other
Asian
20
Other
mixed
3
Black/African/Caribbean/Black British
African
Caribbean
Other
Black
1
1
Unknow
n
211
Arab
Other
Any
other
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 HPG have despite their best efforts in the past historically struggled to encourage younger members, parents with
children to show an interest in joining the group. To address this the annual McMillan Coffee Morning Event held on 6th
October 2014 was extended to 7th October 2015, the 7th specifically aimed at parents with young children. Light
refreshments were provided during baby clinic at the surgery and the raffle prize focused on pampering gifts for moms and
items for baby. The practice liaised well in advance of this date with the Community Trust who were very helpful in re
arranging/re scheduling the lists for baby clinics sending out appointments for child development checks and baby imms to
coincide with the McMillan event to ensure a larger clinic than would otherwise be expected. Two members of the HPG
attended to promote the patient group, canvas opinion on the services the practice provides for moms and babies and


whether they could be improved. HPG members sold raffle tickets on the day and were available to answer questions. The
additional date was 7 October 2014 2-3.30 pm.
HPG hold regular group meetings at the Severn Centre, Highley in the Coffee Bar. The venue has been changed to the
Library area to encourage people to just pop in. This is an open area and more child friendly to encourage parents with
children to attend meetings.
HPG arranged 2 separate health education evenings 1. Diabetes. 2. Asthma.
Are there any specific characteristics of your practice population which means that other groups should be included in the HPG?
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:






Friends and Family Test
Facebook
NHS Choices Website
HPG meetings
Anecdotal from individual HPG members
Anecdotal from the HPG Health Education Events


Anecdotal from the extended McMillan Coffee Morning Event
Anecdotal from Practice staff
How frequently were these reviewed with the HRG?


3.
Following the events
On going via HPG meetings and email communications
Action plan priority areas and implementation
Priority area 1
Description of priority area: Complaints – based on variety of sources of feedback.
At meetings and despite overwhelmingly favourable feedback from annual HPG patient satisfaction surveys the HPG and the
surgery expressed their concern about the on going negativity expressed by some patients and former patients either
anonymously on NHS Choices, Facebook or verbally via a whispering campaign. As those with a grievance were reluctant to
identify themselves and make their complaints formally it gave the surgery little hope of resolving any of the issues hinted at.
What actions were taken to address the priority?
1. The Practice and HPG discussed the postings on NHS Choices & Facebook
2. The HPG in conjunction with the practice discussed strategies for responses to the postings on NHS Choices
3. The Practice and HPG replied factually to postings on NHS Choices & Facebook
4. HPG suggested change of dialogue in consultations with patients to give patients confidence to express their opinions to
the doctor in an attempt to pre-empt grievances.
5. The HPG suggested the Practice Manager & or Assistant Practice Manager be more high-profile and in evidence around
the waiting room and the reception so they could engage with patients who have just seen a doctor in an attempt to preempt grievances
Result of actions and impact on patients and carers (including how publicised):
1. The HPG and practice responded separately to postings on NHS Choices Website to balance the views expressed. A
minority of views expressed on NHS Choices Website were subsequently bought directly to the attention of the practice.
This has never happened previously.
2. A minority of patients approached members of the HPG with concerns and on advice and referral from HPG subsequently
approached the practice. This pathway was not available pre 2009 for patients when the Group first started.
3. Members of the HPG raised issues from patients anonymously at HPG meetings. Information provided by Highley Medical
Centre representatives. HPG members acting as intermediaries to feed back to people in the community. This pathway
was not available to patients pre 2009 when the Group first started.
4. HPG minutes published on the practice website
5. Complaints, Compliments and Comments articles were published in Highley Forum Parish Magazine. The article began in
the following way: “Highley Medical Centre and the HPG take complaints relating to any aspect of the service provided by
the surgery extremely seriously and urge patients to express their concerns …..” . Patients being advised to complain to
the surgery, members of the HPG or to PALs.
Priority area 2
Description of priority area:
Health Education – Diabetes. Based on HPG community knowledge with diabetes the HPG were interested in the effects of
obesity/sedentary lifestyles within the local community.
An opportunity to raise awareness of HPG and promote the group
What actions were taken to address the priority?
HPG in conjunction with the Practice organised a Diabetes Event – 11 November 2014 at 7.30pm in the Meetings Room of the
Severn Centre. Jacqui Phillips, Diabetes Speciality Nurse for Shrpshire Community Health NHS Trust lead the session.
Dr Kumar from Highley Medical Centre and members of the Patient group also attended.
Result of actions and impact on patients and carers (including how publicised):
Diabetes 


9 members of the HPG, Dr Kumar and 8 additional local people attended the Diabetes Event. The evening could have
continued indefinitely as there was considerable interest in the whole subject of diabetes and life style. Informal chat
between various members of the audience and Jackie was evident.
Jaqui answered a number of questions from members of the audience and explained very clearly how to treat a hypo.
The X-PERT programme was publicised. It is not known how many patients booked a place following this event although
expressions of interest were made.
Event publicised:-





Highley Forum Parish Council magazine
On the practice website
Posters in the waiting room at the practice.
The practice attached fliers with each Asthma and Diabetic prescription weeks running up to both events
The practice nurses and GP’s gave fliers to any newly diagnosed patients opportunistically.
Priority area 3
Description of priority area: Health Education. Based on feedback and knowledge of high rates of Asthma/COPD within the
village with a strong coal mining history.
Following considerable mention of asthma in the press around April/May 2014 the HPG wanted to help to raise awareness of the
condition within the local community especially asthma affecting the young for new parents or grandparents looking after young
grandchildren.
An opportunity to raise awareness of HPG and promote the group
What actions were taken to address the priority?
HPG in conjunction with the Practice arranged a health education evening on 14 October 2014 at 7.30pm in the Meetings Room
of the Severn Centre. Speaker David Bourne a local “Speak Up for Asthma” volunteer agreed to talk at the event. Patient group
members, Dr Selva from Highley Medical Centre also attended to answer complex medical questions and practical advice on
good inhaler technique.
Result of actions and impact on patients and carers (including how publicised):
Asthma –
 7 members of the HPG, Dr Selva and a staff member from Highley Medical Centre attended the Asthma Event. .
Symptoms/triggers/strategies/life style was discussed.
 Lively discussions and Dr Selva provided technical and expert answers mainly on the subject of inhalers, nebulisers and
spacers.
Event publicised:




Highley Forum Parish Council magazine
On the practice website
Posters in the waiting room at the practice.
The practice attached fliers with each Asthma and Diabetic prescription weeks running up to both events
The practice nurses and GP’s gave fliers to any newly diagnosed patients opportunistically
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):
HPG and the Practice worked together and this is what happened!

“I know that it’s been
refurbished recently but
the waiting room still looks
rather unfriendly!”
Photos of staff on display
 A mural designed by Oldbury Wells School students reflecting village life and traditions will be unveiled in the
summer.
 Paperback and hardback books on sale in aid of McMillan Cancer Research
 A daily newspaper
 Coffee mornings
“When I call you, I
want to speak to a real
person, not an
answerphone!”

During surgery hours a receptionist will always answer the phone. You will not have to listen to an answerphone!
 We now have on-line appointment booking and repeat prescription request option.
 We also have a great new website.
 But you don’t have to be a computer whizz to find out about local health issues. We now produce a regular page
for the Highley Forum.
“I wish the Surgery
would join the 21st
century?!”
 We issued annual surveys
Highley Practice. Over 95% of patients
“I am not certain that the
Practice really cares about
me and my concerns.”
PPG Sign Off
Report signed off by PPG:
Date of sign off: 20/3/15
asking for patient feedback about
find us good or excellent.
 Information
about where to go or who to call in a
medical emergency are on the
website and in the Highley Forum.
 We organised Health education event in the Severn Centre.
 We aim to engage a female locum GP to cover Dr Kumar’s annual leave.
 Although we have not yet found the ideal solution, we are doing our best to address the parking situation at
the Surgery.
 Any concerns approach the surgery direct they really want to help or HPG can help and anonymously too if you
wish.
4.
“People can be very
negative about the
Practice. Are the rumours
true?”
YES
How has the practice engaged with the PPG:





How has the practice made efforts to engage with seldom heard groups in the practice population? See above
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? Increased
awareness.
Do you have any other comments about the PPG or practice in relation to this area of work? No