South Yorkshire & Bassetlaw Area Team
2014/15 Patient Participation Enhanced Service
Practice Name: Swallownest Health Centre
Practice Code: C87008
Signed on behalf of practice:
Stephen W Carr
Stephen Carr, Practice Manager Date: 27 th February 2015
Signed on behalf of PPG:
Hilda Jack
Hilda Jack, Chairperson, Swallownest PPG
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 at regular monthly meetings
Number of members of PPG: 8
Date: 27 th February 2015
Detail the gender mix of practice population and PPG:
%
Practice
PRG
Male
8112
2
Female
8306
6
Detail of age mix of practice population and PPG:
%
Practice
PRG
<16
3142
0
17-24
1411
0
25-34
2242
0
35-44
1925
0
45-54
2389
2
55-64
2089
2
65-74
1909
3
> 75
1311
1

Detail the ethnic background of your practice population and PRG:
Practice
PRG
British
15987
8
Irish
16
0
White
Gypsy or Irish traveller
0
0
Other white
223
0
White &black
Caribbean
20
0
Mixed/ multiple ethnic groups
White &black
African
5
0
White
&Asian
9
0
Other mixed
25
0
Practice
PRG
Indian
29
0
Pakistani
6
0
Asian/Asian British
Bangladeshi
3
0
Chinese Other
Asian
35
0
13
0
Black/African/Caribbean/Black British
African Caribbean Other
Black
24
0
5
0
4
0
Arab
Other
Any other
0
0
14
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:
Members of the PPG have manned a stand at the local Summer Gala to talk to patients to explain what the group does and to invite new members from all age groups and ethnic backgrounds. They have also personally handed out patient survey forms and attempted to encourage patients to join. We have also produced articles in the local parish magazine inviting interested people to join along with posters in the practice waiting rooms and a section on the practice website.

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 responses, patient complaints and suggestions and suggestions from members of the PPG themselves.
How frequently were these reviewed with the PRG?
On a regular basis at the monthly meetings.

3. Action plan priority areas and implementation
Priority area 1
Description of priority area: Patients who Did not attend appointments (DNAs’).
What actions were taken to address the priority?
This issue has been the subject of Posters in the practice waiting areas, a section on the practice website and in the parish magazine to get across the message that wasted appointments add to the problem of lack of appointments for patients. We have also introduced SMS text messaging to remind patients of their appointments and also to inform them when they have DNA’d.
The practice has also publicised the availability of On-line services which includes the facility to cancel appointments on-line as well as making appointments.
Result of actions and impact on patients and carers (including how publicised):
A recent audit has shown that there has been a 13% reduction in DNA’s for GP appointments from the first quarter of
2014 to the last quarter of the same year. This has saved 13.5 hours of GP appointment time and allowed an additional 96 patients to be seen in quarter 4. A similar improvement was seen for Practice Nurse and Health Care Assistant appointments saving 16 hours of appointment time.

Priority area 2
Description of priority area:
Practice Telephone System. We received a number of complaints and negative feedback in our patient survey about the telephone service we provided.
What actions were taken to address the priority?
As a result of this we commissioned our service providers to improve the system to give patients and other callers a better experience when phoning the surgery. This was achieved by including a message when the caller is connected and providing a small number of options to allow the caller to choose the service they require.
Result of actions and impact on patients and carers (including how publicised):
Since the system has been changed we have had very few patient complaints about the service. We intend carrying out a follow up survey to find out what patients now think of the telephone service we provide .

Priority area 3
Description of priority area:
Dementia Awareness.
What actions were taken to address the priority?
The practice has agreed to sign up to the Rotherham Dementia Alliance and staff training around Dementia has been arranged for March 2015.
Result of actions and impact on patients and carers (including how publicised):
Too early to comment but it is hoped that the practice will become a “Dementia Friendly” surgery.

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):
It was agreed between the group and the practice in 2012/13 that a new and improved Practice website with the facility to order prescriptions and make appointments on-line would be commissioned. This was completed and the new website was available from March 2013. On-line repeat prescribing was made available shortly afterwards and since the start of December 2013 a number of GP appointments have been available to book using the on-line facility. The practice has been actively promoting these on-line services and we have at present around 12% of patients registered to use the service. The on-line appointments have proved very popular and as a result we have made more appointments available during 2014/15 through the on-line service.

4. PPG Sign Off
Report signed off by PPG: YES
Date of sign off: 27 th February 2015
How has the practice engaged with the PPG: At regular monthly meetings.
How has the practice made efforts to engage with seldom heard groups in the practice population? See Section 1
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? DNA rates have decreased, patient satisfaction with telephone system has improved and the practice will soon be producing its
Dementia awareness plan to become a “Dementia Friendly Surgery”.
Do you have any other comments about the PPG or practice in relation to this area of work? No