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