Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
London Region North West Area Team
Practice Name: Crawford Street surgery
Practice Code: E87070
Signed on behalf of practice:
YES
Signed on behalf of PPG:
1.
Date: 17.3.15
YES
Date: 17.3.15
Prerequisite of Enhanced Service – Develop/Maintain a Patient Participation Group (PPG)
Does the Practice have a PPG? YES
The patient group was founded in 2011 and we now meet bi-monthly.
Method(s) of engagement with PPG: Face to face, Email, Other (please specify)
There is a mixture of face to face meetings, emails and correspondence depending on patient’s preference.
Number of members of PPG: 15 .
Detail the gender mix of practice population and PPG:
%
Practice
PRG
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Male
55
40
Female
45
60
Detail of age mix of practice population and PPG:
%
Practice
PRG
<16
12
0
17-24
8
13
25-34
23
6.5
35-44
19
13
45-54
14
0
55-64
11
6.5
65-74
8
33
> 75
5
27
Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
Detail the ethnic background of your practice population and PRG:
Practice
PRG
British
Irish
27
40
2.7
0
White
Gypsy or
Irish
traveller
0
0
Other
white
40
20
White
&black
Caribbean
0
0
Mixed/ multiple ethnic groups
White &black
White
African
&Asian
1
0
Asian/Asian British
Practice
PRG
Indian
Pakistani
Bangladeshi
Chinese
7.9
13
4
0
1
0
9
5
Other
Asian
5
0
3
0
Other
mixed
3
0
Black/African/Caribbean/Black
British
African
Caribbean
Other
Black
4.6
1.5
2.0
1
7
0
Other
Arab
0.7
7
Any
other
9.9
7
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:
o The ethnicity is subjective because the breakdown in the clinical records has many more fields than the breakdown in Annex D
o We feel we have a high Arabic population and they are recording ethnicity as White British
o Other white and British combine to be a representative sample
o Re: Mixed and other ethnic groups, the numbers are too small to be significant
o We have recently recruited a Cantonese speaking GP which has raised our profile in that community this is reflected in the recent
addition of Chinese PPG members
o The other ethnicities are proportionality represented where the Nos. are significant
o We have noticed that we need to encourage representation for the ages 25-35 and 45-54. Despite advertising a Virtual PPG to entice
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Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
o
this population we have not had any takers. This has been advertised in the practice newsletter and website
We are writing an article for a local magazine that is distributed to around 4,00 Westminster residents, we will be advertising the virtual
PPG in that article
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
o
o
o
Our historical practice demographics is very stable with ethnicities predominantly recorded as white British
We have recently increased our catchment area which will include higher numbers of patients from deprived area and other ethnicities
Once we are registering a relevant No. of patients from our newly extended catchment area we will work with the local communities to
engage patients from that population
If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful:
N/A
2.
Review of patient feedback
Outline the sources of feedback that were reviewed during the year:
o
o
o
Review of the log of Comments, complaints and compliments was discussed at the PPG meeting
F&FT results were reviewed
NHS Choices
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Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
How frequently were these reviewed with the PRG?
This is a standing item at each meeting and the group meets bi-monthly.
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Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
3.
Action plan priority areas and implementation
Priority area 1
Description of priority area: Communication
The introduction of regular newsletters to keep patients up to date.
The PPG discussed what media would patients most like the newsletter in? There was a review of previous survey findings regarding
preferred communication type. The group checked how many paper copies get collected from surgery. The practice also confirmed how many
people were signed up to website for newsletters to be emailed to them, only 10 at the last count.
Included as standing item at PPG meetings, so that items could regularly be discussed and then included in newsletter.
It was felt the newsletter should be Bi-Monthly or as significant changes happen
What actions were taken to address the priority?
Newsletters since July covering:
o Staff changes
o Opening Hours
o Increase in access hours to reception
o Increase in access hours to GP and nurse appointments including extended hours
o Invitation to flu vaccine
o What to do when we are closed
o Summary Care Records, going live
o New ways to access the clinicians – telephone consultations and telephone triage on the day
o New on-line services – booking and cancelling appointments, ordering prescriptions with a secure login to their repeat prescriptions,
access to their Summary Care Records
o Difference between types of electronic record sharing
o How to order a repeat perception and timetable for collection
o Prescription processing timetable
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Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
Result of actions and impact on patients and carers (including how publicised):
There is currently little appetite for newsletters via email as despite the service being advertised in the waiting areas and on the newsletters
we only have 10 people signed up through the website to receive it electronically
The paper copies go fast and when 50 are first printed we usually need one or 2 re-runs
Previous surveys (but they are old) show that paper communication is preferred
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Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
Priority area 2
Description of priority area: Wasted Appointments through DNA’s
To look at ‘Did Not Attend’ (DNA) rate and wasted appointments to see if there is a particular issue with appointments booked alongside
interpreters.
The PPG and GP practice wondered if the language barrier was a problem and there was concern over the extra wasted resource associated
with an interpreter on a DNA.
What actions were taken to address the priority?
A text message reminder was sent to patients when booking an appointment and this includes the new service of how appointments can be
cancelled by texting back. There was regular monitoring of DNAs and the item was kept on the PPG agenda, where the group discussed
ways to minimise DNA rates for the Qtr. July to September. This will be published and displayed quarterly
Further investigation reveal higher DNA rate when we changed clinical suppliers and only one text message reminder was sent and a further
reminder was not sent. This was set up again and the DNA rate dramatically reduced. There were no particular problem with appointments
with interpreters, there were only 2 DNAs in the quarter with interpreters booked
Research shows that positive reinforcement of patients that DO cancel is more effective then ‘telling off posters’ so keep the message positive
Where we have mobile telephone Nos. patients are sent text messages that they did not turn up. Either on the day if the clinician marks as
DNA or the following day if they do not. Patients do often respond to this and call to rebook
Result of actions and impact on patients and carers (including how publicised):
We were hoping that iPlato would be able to ’talk’ to SystmOne and cancellations of appointments could happen automatically by reply. This
has not proved successful sof ar but many more people are using ur practice mobile to text their cancellation
We have now added the details of how to text a cancellation message to the practice mobile in the text reminders to the patient.
Unfortunately we are not finding the DNA statistics reliable in SystmOne
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Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
Priority area 3
Description of priority area: Patient Education
Continuation of the staging of patient events to raise awareness of a topic, such as diabetes or FGM.
What actions were taken to address the priority?
After discussing the educational event as part of the locality scheme it was fed back that this should be a continuous focus for our PPG who
are very interested to hold regular education events for patients. It is being kept on the agenda as a standing item.
Result of actions and impact on patients and carers (including how publicised):
A member of eXpert the diabetes programme has been approached to hold a session but apparently I am told there is a fee. Investigating
further
The FGM team say that they do not have the resources to hold this event
To be discussed further at next PPG meeting
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Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
Progress on previous years
Is this the first year your practice has participated in this scheme?
YES
If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s):
N/A
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Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
4.
PPG Sign Off
Report signed off by PPG:
YES
Date of sign off: 17.3.2015
How has the practice engaged with the PPG:
How has the practice made efforts to engage with seldom heard groups in the practice population?
o Hosting Community Paediatric clinic along with the other 2 practices in The Village
Has the practice received patient and carer feedback from a variety of sources?
o There is a comments and suggestions form in the waiting area with a choice of whether or not to include their contact details. These
are put into a post box so that patients feel that they can be free to make comments without the fear of retribution
o F&FT
o Verbal feedback to all team members is also recorded in the comments, complaints and compliments log
Was the PPG involved in the agreement of priority areas and the resulting action plan?
o Priority areas were the suggestions of the PPG once we had reviewed previous patient feedback
o The action plan was signed off by the PPG and they helped with the delivery of some actions
How has the service offered to patients and carers improved as a result of the implementation of the action plan?
o Communication has improved with regular newsletters
o DNA numbers have decreased due to texting with a reminder also the day before and patients calling back to rebook after DNA texts
o Patients have asked us to continue educational events and have asked for specific topics. This will remain a standing item on the
agenda
Do you have any other comments about the PPG or practice in relation to this area of work?
Educational event Female Genital Mutilation – New Potential Patient Demographics / Diabetic Educational Event / Friends &Family Test data
now being taken to each meeting
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