Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
London Region North Central & East Area Team
Practice Name:
THE ROBINS SURGERY
Practice Code:
Y00312
Signed on behalf of practice:
J Brown
Date:
19th March 2015
Signed on behalf of PPG:
J Ingram
Date:
24th March 2015
1. Prerequisite of Enhanced Service – Develop/Maintain a Patient Participation Group (PPG)
Does the Practice have a PPG?
Yes
Method(s) of engagement with PPG: Face to face, Email, Other (please specify)
1) Face to face and telephone discussions with patients and carers
2) Email – most of the members of our PPG preferred this as the main form of correspondence
3) Letter – we wrote to our housebound patients asking for their feedback
Number of members of PPG:…51
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Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
Detail the gender mix of practice population and PPG:
%
Practice
PRG
Male
2007
18
(33%)
Detail of age mix of practice population and PPG:
Female
2299
33 (67%)
%
Practice
PRG
<16
1162
0
17-24
542
2
25-34
541
4
35-44
640
18
45-54
600
11
55-64
333
4
65-74
267
5
Detail the ethnic background of your practice population and PRG:
Practice
PRG
British
Irish
297
30
(76%)
2
0
White
Gypsy or Irish
traveller
1
0
Asian/Asian British
Bangladeshi
Indian
Pakistani
Practice
12
6
1
PRG
1 (2%)
1 (2%)
0
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Other
white
288
3 (6%)
White &black
Caribbean
4
0
Mixed/ multiple ethnic groups
White &black
White
African
&Asian
2
0
1 (2%)
0
Other
mixed
22
1 (2%)
1
Other
Asian
28
Black/African/Caribbean/Black British
African
Caribbean
Other
Black
29
2
59
0
0
4 (8%)
Chinese
1 (2%)
0
0
Other
Any
other
3
0
0
Arab
> 75
221
1
Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
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 constantly encourage patients to join our PRG so that we can hear patient’s views and so that patients can have an influence over our services.
We held a specific campaign to ask all patients who visited the surgery, for whatever reason, between 10th July 2014 and 10th August 2014 to join our PRG,
with the aim of including a truly representative group during a typical month i.e. age, gender, ethnicity, social background.
We have leaflets in our waiting area detailing our PRG and asking for more patients to join.
Each year we write to our housebound patients and their carers asking for their much needed feedback.
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:
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Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
1) Review of patient feedback
Outline the sources of feedback that were reviewed during the year:
1)
2)
3)
4)
5)
6)
7)
8)
Face to face discussions with patients, receptionists and clinical staff
Feedback given during telephone conversations with patients and their carers
Email – most of the members of our PPG preferred this as the main form of correspondence
Letter – we wrote to our housebound patients asking for their feedback
The Friends and Family Test provides patients with the opportunity of giving feedback anonymously if they prefer
We encourage patients to use our form in reception for ‘Compliments, Comments and Complaints’
The practice analyses complaints on a regular basis in order to learn and adapt our service accordingly
We ask patients to add their views to our practice website www.therobinssurgery.co.uk and also to NHS Choices website
How frequently were these reviewed with the PRG?
Three times during the year
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Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
2. Action plan priority areas and implementation
Priority area 1
Description of priority area:
The ever increasing requirement for more GP appointments
What actions were taken to address the priority?
We shall be increasing the number of GP Partners at The Robins Surgery, with the welcome addition of Dr M Choudhry as our
third GP Partner, (formerly our locum). Dr Choudhry will be full-time from 1st April 2015.
Result of actions and impact on patients and carers (including how publicised):
The addition of an extra GP Partner will, among many other benefits, provide the following:
 Increase in the availability and number of appointments each week
 Allow patients a greater choice of GP
We are publicising this on our website www.therobinssurgery.co.uk , in our practice leaflet, in our waiting room, on all our stationery, by
telephone and face to face discussion with patients, and via our on-line booking system.
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Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
Priority area 2
Description of priority area:
More appointments required to suit working people
What actions were taken to address the priority?
From 1st April 2015 with the addition of our new GP Partner, our appointments and clinics have been extended by all three GPs to
offer a greater number and variety of slots during early mornings and late evenings. These include early mornings on three days
per week and a late clinic on a Friday evening, sometimes up to 20:00 hrs.
Result of actions and impact on patients and carers (including how publicised):
These appointments are already being booked by patients up to 12 weeks in advance, which demonstrates the demand for
extended hours clinics. Patients now have a greater choice of when they can access a GP appointment, making it easier for
patients to arrange their healthcare around other commitments.
We are publicising this on our website www.therobinssurgery.co.uk , in our practice leaflet, in our waiting room, by telephone and face
to face discussion with patients, and via our on-line booking system.
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Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
Priority area 3
Description of priority area:
Many patients expressed a desire to discuss their health with a GP although not always wanting an appointment
What actions were taken to address the priority?
Patient’s feedback has confirmed the success of our pilot scheme last year, which involved offering patients telephone
consultations with a GP. Many queries can be dealt with, and health advice given over the telephone between the patient and the
GP where suitable, and patients that have used this service have found it to be a more convenient and quick way of dealing with
minor concerns. To be able to offer this service to more patients, we are now offering telephone consultations four days per
week.
Result of actions and impact on patients and carers (including how publicised):
Many patients have expressed their positive views in being able to discuss their health issues and ask questions of the GP by
telephone, rather than booking an appointment for a minor query e.g. sick certificates, medication queries. Where suitable,
telephone consultations save our patients time and effort in coming to the surgery, and shorten waiting times for those patients
who do need a face to face consultation.
We are publicising this on our website www.therobinssurgery.co.uk , in our practice leaflet, in our waiting room, by telephone and face
to face discussion with patients.
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Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
Is this the first year your practice has participated in this scheme?
No
If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s):
Following feedback from last year’s patient survey, we increased our extended hours appointments, in order to offer patients
improved availability of access to their GP. This has proved to be so successful that we are increasing our extended hours even
further this year.
Again in response to patient feedback last year, we introduced telephone consultations, as these can be beneficial for those
patients with simple queries, or where a physical examination is not required. These have worked so well that we have
increased the number of telephone consultations this year.
Also part of the practice plan for 2014, was the application to Havering Clinical Commissioning Group for increased funding to
enable us to continue to employ a long-term locum, although unfortunately this goal was not achieved.
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Patient Participation Enhanced Service 2014/15 Annex D: Standard Reporting Template
PPG Sign Off
Report signed off by PPG:
Yes
Date of sign off:
24th March 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?
We have written to housebound patients and their carers, we have contacted our patients living in nursing or residential homes,
we have displayed posters and leaflets in our waiting area and reception.
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?
Our patients tell us that they are able to book a greater variety of appointments that are suitable for their needs and time
commitments, patients are seen more quickly and many queries are dealt with very well with the use of telephone consultations.
Our patients and staff are looking forward to welcoming Dr Choudhry as a full-time GP Partner.
Do you have any other comments about the PPG or practice in relation to this area of work? None
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