Annex D: Standard Reporting Template
NHS Rotherham & Bassetlaw Area Team
2014/15 Patient Participation Enhanced Service – Reporting Template
Practice Name: Shakespeare Road PMS
Practice Code: C87608
Signed on behalf of practice: Dr A.U.H. Goni
Date: 10th March 2014
Signed on behalf of PPG: JLW (Patient) - PPG Member
Date: 10th March 2014
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 meetings, Email, Post & Telephone
Number of members of PPG: 12
Detail the gender mix of practice population and PPG:
%
Practice
PRG
Male
52%
9
Female
48%
3
Detail of age mix of practice population and PPG:
%
Practice
PRG
<16
34%
17-24
14%
1
25-34
18%
35-44
14%
2
45-54
10%
5
55-64
5%
1
65-74
3%
2
> 75
2%
1
Detail the ethnic background of your practice population and PRG:
Practice
PRG
Practice
PRG
British
Irish
455
2
4
White
Gypsy or Irish
traveller
7
Indian
Pakistani
13
971
8
Other
white
102
1
Asian/Asian British
Bangladeshi
16
1
White &black
Caribbean
1
Chinese
2
Mixed/ multiple ethnic groups
White &black
White
African
&Asian
22
24
Other
Asian
93
Other
mixed
82
Black/African/Caribbean/Black British
African
Caribbean
Other
Black
52
1
2
Arab
4
Other
Any
other
452
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:
We feel that we have a relatively good age and gender mix across the group. The Practice has tried and used various methods over
the years to engage patients to join our PPG group. We have tried to recruit some of our Eastern European patients but without much
success. The following steps have been taken to try and encourage patients to join our group:
 Patients have been approached by the GP at the time of consultations
 Posters in the waiting area
 Jayex board
 Prescription counterfoil message
 Information on our Practice Website and also on NHS Choices Website inviting patients to join
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:



Feedback from NHS Choices Website – 4 comments in the past year
Feedback from Healthwatch – 3 comments
Practice Compliments and Suggestion Forms – 5 comments
How frequently were these reviewed with the PRG?
PRG Meetings are held twice a year.
3.
Action plan priority areas and implementation
Priority area 1
Description of priority area:

Review our telephone triage service with the aim to improving access for patients.
What actions were taken to address the priority?




Extension of our already existing Triage Service.
Triage slots are now added onto the system, dependent on demand for GP’s.
The Reception staff offer patients telephone triage when there are no face to face appointments left.
Patients are booked for telephone triage and the GP contacts them after morning Surgery.
Result of actions and impact on patients and carers (including how publicised):






More convenient for patients
By triaging patients before they make an appointment, the Clinician can decide if the patient requires a face to face
consultation.
Patients have another different mode of access.
Less demand on OOH Services if a patient is able to speak to a Doctor.
The PPG Group stated that triaging gives patients, parents with family’s reassurance and further prevents a lot of anxiety if
they are able to speak to a Clinician.
Since implementing on 1st January 2015, the Practice has had a good uptake of patients requesting this service.
The Practice publicised the above in our Practice Leaflet, and on our Practice Website. Our Receptionists promote the service as
well.
Priority area 2
Description of priority area:

Named GP – To implement a named GP for other patient groups to help provide more consistent care.
What actions were taken to address the priority?

The Practice is in the process of asking all patients who they would like their usual/preferred GP to be.
Result of actions and impact on patients and carers (including how publicised):

The name of the preferred GP is being entered onto the patient’s computerised medical record. This provides the patient
with continuity of care by seeing the same GP, occasionally patients would have to see a different GP if their usual GP was
on annual leave or off sick etc. The Practice has started to implement the above in December 2014 and is still on-going.

Opportunistically the Receptionists are asking the patient which GP they would prefer to see, if the information is not already
recorded.
This is publicised on our Practice Website and our Practice leaflet and routinely offered by our Receptionists.
Priority area 3
Description of priority area:

To address health promotion by educating patients on appropriate use of services available by accessing Pharmacy First
Services Scheme for a range of common conditions which do not need to see a GP.
What actions were taken to address the priority?




Pharmacy First Services Scheme Leaflets are handed out to patients by GP’s, Practice Nurses and Receptionists.
Pharmacy First Posters have been placed in the Waiting Area
A banner was loaned to the Surgery by Rotherham CCG to try to emphasise to patients, into choosing the most appropriate
service.
One of our PPG Members is raising awareness in the local mosques
Result of actions and impact on patients and carers (including how publicised):




Patients can receive medication direct from the Pharmacist without a GP prescription
If patients do not normally pay for their medication they can receive medication supplied under the Pharmacy First Scheme
free of charge.
Patients using the Pharmacy First Service for minor ailments will improve access to GP appointments for patients who need
to see a GP.
Pharmacy First Posters/leaflets have been placed in the waiting room for patient information. The Practice has also had the
leaflet translated into Slovakian for our Eastern European patients.
This is publicised on our Practice Website and in our Practice Leaflet.
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):
Last year the practice implemented online services as an alternative method of contact for patients to access our services. It was agreed with PPG Group that a
patient survey was carried out to obtain patients views. The practice has not had a very good uptake of patients registering for online services, despite promoting
and advertising the service on the prescription counterfoil, posters, jayex board, and our Practice leaflet. To date with have 1.2% of patients registered for online
services. The practice continues to promote Online Services at every opportunity. The Receptionists continue to ask new patients when registering with the Practice.
The practice agreed with the PPG Group that our priority for 2012/2013 would be around Access. A patient survey was carried out which showed that overall
patients seemed happy with access to the surgery. 86.46% of patients were very/fairly satisfied with their experience of the surgery. 4.69% were dissatisfied and
4.17% were very dissatisfied. Patients were dissatisfied with having to wait longer than 30 minutes after their appointment time to see a GP. This was addressed
with all Clinicians and it was agreed that no patient should not be kept waiting longer than 30 minutes. The Practice continues to adhere to try and see patients on
time.
In 2011/2012 the practice agreed with the PPG Group decided to focus on missed appointments (DNA’s). The Practice has a very high DNA (did not attend) rate.
Patients request same day appointment, sometimes urgent, and then DNA the appointment without contacting the surgery, this results in appointments being
wasted when another patient could have been allocated the appointment slot. The practice already operated an SMS text messaging service to inform patients of
their appointments. It was suggested that the practice implement the same service by sending a SMS text informing the patient that they had not attended for their
appointment. This has helped to reduce the number of DNA’s. The Receptionists are pro-active in checking that patient details are kept up to date, especially with
regard to mobile phone numbers.
4.
PPG Sign Off
Report signed off by PPG: Yes
Date of sign off: 10/3/2015
How has the practice engaged with the PPG:
The practice has engaged with the PPG twice yearly. The face to face meetings took place in December 2014 and March 2015.
How has the practice made efforts to engage with seldom heard groups in the practice population?
The Practice advertises the PPG in the waiting area, on the jayex board, and on our practice website. The GP’s may personally ask
patients to join our group (including patients in seldom heard groups).
Has the practice received patient and carer feedback from a variety of sources?
The practice has received patient feedback from NHS choices website, Healthwatch feedback, Comments and Suggestions Forms
which are completed by patients.
Was the PPG involved in the agreement of priority areas and the resulting action plan?
The PPG was involved in the agreement of the three priority areas and resulting action plan through the face to face meetings –
Minutes of meetings available on request.
How has the service offered to patients and carers improved as a result of the implementation of the action plan?
We feel that the service now offers better access for patients as a result of the implementation of the action plan.
Do you have any other comments about the PPG or practice in relation to this area of work?
The practice will continue to monitor the appointment system to see if the extended triage service is helping to make a difference.