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 Page 1 of 9 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 Page 2 of 9 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: Page 3 of 9 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 Page 4 of 9 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. Page 5 of 9 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. Page 6 of 9 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. Page 7 of 9 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. Page 8 of 9 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 Page 9 of 9