Standard Reporting Template Devon, Cornwall and Isles of Scilly Area Team 2014/15 Patient Participation Enhanced Service – Reporting Template Practice Name: The Mullion & Constantine Group Practice Practice Code: L82056 Signed on behalf of practice: Neil Stevens (Practice Manager) Date: 10th March 2015 Signed on behalf of PPG: Dr Mark Dorrell (Senior Partner) Date: 10th March 2015 1. 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 Website & Email Number of members of PPG: 8 Detail the gender mix of practice population and PPG: % Practice PRG Male 48% 50% Female 52% 50% Detail of age mix of practice population and PPG: % Practice PRG <16 16% 17-24 9% 25-34 7% 35-44 10% 12.5% 45-54 14% 12.5% 55-64 16% 65-74 16% 62.5% > 75 12% 12.5% Detail the ethnic background of your practice population and PRG: Practice PRG Irish 97.05% 87.5% 0.002% Indian Practice PRG White Gypsy or Irish traveller British 0.01% Pakistani Other white White &black Caribbean 1.3% 12.5% 0.004% Asian/Asian British Bangladeshi Chinese 0.5% Mixed/ multiple ethnic groups White &black White African &Asian 0.001% Other Asian 0.1% Other mixed 0.68% Black/African/Caribbean/Black British African Caribbean Other Black Arab Other Any other 0.35% 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 PPG is open to all patients irrespective of gender, age or ethnicity, the group is widely advertised on all mediums in both electronic & paper copy, Practice website, Patient Information screens, & quarterly patient newsletters. 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: Patient survey conducted in January 2014 Friends & Family Test Website Comments Direct face to face feedback How frequently were these reviewed with the PRG? Quarterly On receipt of feedback 3. Action plan priority areas and implementation Priority area 1 Description of priority area: Improvement of patient online access for appointments What actions were taken to address the priority? Additional availability provided for clinical appointments to include Nurse Practitioner & Practice nurses, dedicated online bookable appointments for patients available up to 5 weeks in advance. Result of actions and impact on patients and carers (including how publicised): Improved access for patients & reduction in patient DNA (Did not attend ) rate for clinical appointments, details for reduction in DNA rate published on Patient waiting room information screen, patients newsletter. Promoting more online registrations. Priority area 2 Description of priority area: Better communication with patients to promote the Practice What actions were taken to address the priority? Patient information screen provided for the Mullion Health Centre & The Constantine Surgery Result of actions and impact on patients and carers (including how publicised): Patient feedback since their introduction has been very positive, better patient interactions regarding services provided. Priority area 3 Description of priority area: Patient transportation difficulties for patients attending medical appointments not at the What actions were taken to address the priority? Request for volunteer car service for Mullion registered patients Constantine already have a volunteer car service which is very successful and well run. Result of actions and impact on patients and carers (including how publicised): Still ongoing 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): Better disabled access provision for all practice sites in particular Disabled toilets. Better communication with patients with inclusion of text reminder service for appointments & Flu immunisation, this further improves our low DNA rate further as patients are sent a text on booking and a further text 24 hours prior to the appointment. Improvement to telephone answering for all incoming calls, with the introduction of additional staff, and increased use of online prescriptions request, the Mullion health Centre still accepts telephone call requests for repeat medications. 4. PPG Sign Off Report signed off by PPG: YES Date of sign off: 17.03.15 How has the practice engaged with the PPG: Quarterly minuted meetings, direct contact, email communications How has the practice made efforts to engage with seldom heard groups in the practice population? Promoting the PPG at other organisations/groups ie ( Friends of Constantine Surgery ) Has the practice received patient and carer feedback from a variety of sources? Yes Patient survey`s, Friends & Family Test comment cards 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? Better Access & communication with different types of media ( see action plans ) Do you have any other comments about the PPG or practice in relation to this area of work? The practice does not have any further comments about the PPG or Practice for this area of work