Annex D: Standard Reporting Template
Shropshire and Staffordshire Area Team
2014/15 Patient Participation Enhanced Service – Reporting Template
Practice Name: Dr I Rasib
Practice Code: M83616
Signed on behalf of practice:
Date: 26.3.2015
Signed on behalf of PPG:
1.
Date: 26.3.2015
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) within a meeting setting and virtually
Number of members of PPG: 18 (12 + 6 virtual)
Detail the gender mix of practice population and PPG:
%
Practice
PRG
Male
3717
4
Female
3534
14
Detail of age mix of practice population and PPG:
%
Practice
PRG
<16
1439
0
17-24
815
0
25-34
868
1
35-44
931
1
45-54
1225
4
55-64
778
3
65-74
704
7
> 75
491
2
Detail the ethnic background of your practice population and PRG:
Practice
PRG
Practice
PRG
British
Irish
6560
18
23
0
White
Gypsy or Irish
traveller
8
0
Indian
Pakistani
5
0
8
0
Other
white
95
0
Asian/Asian British
Bangladeshi
0
0
White &black
Caribbean
19
0
Chinese
11
0
Mixed/ multiple ethnic groups
White &black
White
African
&Asian
17
16
0
0
Other
Asian
21
0
Other
mixed
26
0
Black/African/Caribbean/Black British
African
Caribbean
Other
Black
5
1
6
0
0
0
Arab
0
0
Other
Any
other
0
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:
Invitation to join the PRG is included in our new patient registration pack.
Advertised on our website
Advertised in waiting areas
Message on Jayex Board
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:
Through discussions with the PRG, reviewing of previous years action plans, any verbal complaints received from patients, friends and family
How frequently were these reviewed with the PRG?
6-8 weeks
3.
Action plan priority areas and implementation
Priority area 1
Description of priority area: Possible closure of the branch surgery has been a priority this year due to our very outdated premises. An application was
made to NHS England to close the Burntwood surgery.
What actions were taken to address the priority? Discussion through PRG, public meeting arranged and members of NHS England, councillors,
local MPs, press invited to discuss our plight. PRG set up petitions around the Burntwood area – very supportive patients.
Result of actions and impact on patients and carers (including how publicised): Minutes of public meeting displayed in waiting areas of
surgery and on practice website. Huge impact on the Burntwood patients, who have been very supportive to the practice, some have transferred to the
Cannock practice already. Many have decided to move practices in view of the present situation.
Priority area 2
Description of priority area: Telephone access – from previous action plan of 2013/2014 this was re-visited.
What actions were taken to address the priority? An audit has been carried out to assess how many telephone calls are received at the Cannock
surgery for booking of appointments - in view of the 10% increase from the previous years’ action plan.
Result of actions and impact on patients and carers (including how publicised):
Results showed that 45% of calls received on reception were for booking of appointments and 40% were for general enquiries. The introduction of the online booking of appointments has now begun within the practice and a further audit will be carried out to see whether this has made a difference (June 2015)
There are posters in the waiting areas encouraging patients to register for on-line booking for appointments (and repeat prescriptions) and receptionists are
continuing to offer this service on an ad-hoc basis. It is also advertised on our Jayex Board and the practice website.
Priority area 3
Description of priority area: The PRG felt it important to be able to share as much information as possible to patients through our displays in the
waiting areas and on our practice website. It has been decided to have “themed” notice boards and better information on our website for patients – one
agreed topic was dementia. We also discussed better usage of the practice website for those patients who do not come to the surgery very often. Coffee
mornings have been suggested to tie in with the themes decided, for example the practice eldercare facilitator could provide leaflets with regards to
dementia, and be available should patients wish to speak to her. It was also suggested the Health Watch Staffordshire be invited along.
What actions were taken to address the priority? – A rota has been drawn up by the PRG to update display areas – our eldercare facilitator will
assist the group with literature for this and attended a group meeting to promote the new dementia service. The group have also been visited by Jo Kennedy
who did a dementia friends talk.
Result of actions and impact on patients and carers (including how publicised): to assist patients and carers in support for different topics
(first one being dementia) and signposting patients to the correct people/places - to offer support – this will be fed back through 2015/2015 questionnaire
and results will be available on the practice website.
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):
Telephone Access (revisited this year – see above)
Medication Alignment – a new medication alignment form was made available to patients to ensure that all medications could be ordered on a monthly
basis/two monthly basis, rather than at different times of the month, which can confuse patients and make more work for reception staff. The form is still
used when patients are having problems with their medications, or staff are aware of problems. The form is also available on the practice website.
Confidentiality – a number of complaints had been received stating that patients could hear GP consultations in the waiting areas and our questionnaire
for 2013/2014 showed that 13% of Cannock patients and 13% of Burntwood patients felt that confidentiality in reception/waiting rooms varied (although
83% of patients were happy with this). Music licences have been purchased for both Cannock and Burntwood surgeries and no further complaints have
been received. This topic will be re-visited in a 2015/2016 questionnaire which will take place around June 2015.
4.
PPG Sign Off
Report signed off by PPG: YES
Date of sign off: 26.3.2015
How has the practice engaged with the PPG:
How has the practice made efforts to engage with seldom heard groups in the practice population? yes
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?
Do you have any other comments about the PPG or practice in relation to this area of work?