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Standard Reporting Template – Patient Participation DES 2014/15
Surrey & Sussex Area Team
Practice Name
Dr Clifford & Partners
Practice Code
G81028
Signed on behalf of practice
Carol Witney
Date 25 March 2015
Signed on behalf of PPG
Tony Price
Date 25 March 2015
1.
Prerequisite of Enhanced Service – Develop/Maintain a Patient Participation Group (PPG)
Does the Practice have a PPG? YES
Yes
Method of engagement with PPG: Face to face,
Email, Other (please specify)
Mainly face to face, email & through PPG
members’ attendances at CCG events
Number of members of PPG:
Active members meeting face to face on
average 12. However, more patients are
actually emailed who have expressed an
interest in the PPG.
Detail the gender mix of
practice, population and PPG:
Detail of age mix of practice population and PPG:
%
Male
Female
%
<16
17-24 25-34
35-44
45-54
55-64
65-74 >75
Practice
6686
7018
Practice
2540
1898
2531
2437
2108
1076
621
493
PPG
11
35
PPG
0
5
9
7
4
6
10
5
Detail the ethnic background of your practice population and PPG:
White
Mixed/ multiple ethnic groups
%
British
Irish
Gypsy or
Irish
Traveller
Practice
PPG
7818
30
77
0
Other
white
White
Black &
Caribbean
White &
black
African
White &
Asian
Other mixed
675
20
41
66
49
Black / African /
Caribbean
/ Black British
Asian/ Asian British
%
Indian
Pakistani
Bangladeshi
Chinese
Other
Asian
Practice
PPG
50
18
10
38
135
African
52
Other
Caribbean
Other
Black
Arab
Any
Other
9
21
13
135
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:
All new patients are invited to join the PPG
Information is given on the website (with google translate)
There are flyers in the practice
Clinicians promotion of the PPG
By personal invitation
Volunteer spent a couple of sessions at the practice trying to engage participants
Information is on the practice information screens
Through the work of the current Chair of the PPG
Are there any specific characteristics of your practice population which means that other groups should be included
in the PPG? e.g. large student population, significant number of jobseekers, large numbers of nursing homes or a
LGBT community? YES
LGBT community, large student population, young demographics
If you have answered yes, please outline measures taken to include those specific groups and whether those
measures were successful:
Measures taken as above with consideration of posters at Brighton and Sussex Universities and Brighton BME
Centre. This may be undertaken by the Chair of the PPG
2.
Review of patient feedback
Outline the sources of feedback that were reviewed during the year:
The main source of feedback reviewed 2014-2015 were the results of the Friends and Family test.
Results of complaints reviews were shared with the patient group
Feedback is acquired through the practice website
Comments and suggestion box
Verbal feedback through patient discussion with reception team and clinicians
Facebook
How frequently were these reviewed with the PRG?
The Patient Group has held two meetings this year.
The work on the Action Plan devised in 2013-2014 was reviewed at both.
At the most recent meeting in March, the Friends and Family Results were discussed at length and the group shared
the comments that patients had submitted.
The Practice Manager, Reception Manager and Chair of the PPG have met regularly outside of these times to discuss
practice issues.
3.
Action plan priority areas and implementation
Priority area 1
Description of priority area: TO ENSURE A LARGER PERCENTAGE OF PATIENTS ARE AWARE OR HOW/WHEN TO
BOOK APPOINTMENTS & OPTIONS THAT ARE AVAILABLE. INCREASE % OF SYSTMONLINE USERS.
On PPG review of the Friends & Family Test results and other sources of feedback, it is clear that many patients are
unhappy with current access to GP appointments at the practice, especially after the increase in list size following
the closure of a local practice.
The practice has discovered that patients are still not clear about the various ways of accessing our GPs and are still
reliant on a face to face consultation with a GP, not appreciating there are other options. Patients still feel it
necessary to phone at 8 am and request a GP appointment.
What actions were taken to address the priority:
The practice plans to increase the % of online users from the current 29% to 50%. This will be encouraged at all
times, especially informing new patients of their options. This may take time but will provide invaluable patient
education.
Reception team training to offer patients choice of booking methods, different types of appointments and advice
about when to call the practice avoiding very busy times. Share with patients that a face to face consultation is not
always necessary, many problems can be handled over the phone with the proviso that the GP will always invite
patients to be seen if there is a clinical requirement. The receptionists ask the patients if they are willing to tell
them their requirements in order for the receptionist to signpost them appropriately.
Result of actions and impact on patients and carers (including how publicised):
We would expect, over time, that the amount of patients calling at 8 will decrease. This will be monitored through
regular review of Friends & Family results, comments, suggestions, complaints and NHS choices
Patients will learn to “trust” the system in that they will always obtain the appropriate help with their clinical
requirements.
We hope that the numbers of patients accessing our services via SystmOnline will increase, the practice appreciates
that not all patients will want to use this method of contact and a choice must remain.
The above information is on our website and information given to all new patients.
Priority area 2
Description of priority area: ACCESS TO GPS & EXTENDED HOURS APPOINTMENTS
Provide GP appointments for Park Crescent Patients outside normal practice times
What actions were taken to address the priority:
The practice is currently hoping to be involved in the next phase of the Extending Primary Care Integrated Care
(EPIC), looking at providing appointments outside normal practice times and working with community navigators
from the voluntary sector, community pharmacists, 111 & IC24. The practice will also be working in a Cluster with 8
other local practices who share similar demographics, this will hopefully lead to shared local resources.
Result of actions and impact on patients and carers (including how publicised):
The actions will improve patient access to patients and their carers. Information about these schemes will be posted
regularly throughout the practice and the website.
Priority area 3
Description of priority area:
Improve access to information in areas such as preventing premature mortality, increased uptake in screening for
various cancers, reaching patients who are unable to access information during normal practice hours.
What actions were taken to address the priority:
The Patient Group is organising Information Sessions on Saturday mornings which will be available to all patients.
The topics to be discussed will be those that are important to the health of the citizens of the City and will link in
with the Public Health Department’s local initiatives. The Patient Group have offered to host, with the support of
the practice, two events per year.
Result of actions and impact on patients and carers (including how publicised):
Positive impact to patients and carers in promoting good health and providing information on healthy lifestyles and
an increased uptake of cervical screening, breast screening and bowel cancer screening as well as reaching out to
men, giving advice on the importance of regular checks to deter testicular and prostate cancers.
These information sessions will hopefully be shared with other practices within our Cluster.
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)
Free text
Continuity of Care – on going attempts to increase patients’ awareness of all their options available to access our
services. This has been of limited success. The reception team are giving as much information as possible to
patients on registering and the practice’s new reception manager is working hard with the team on the continual
promotion of this. This is therefore under on-going review and we remain responsive to patient feedback.
Signage – this has been difficult to implement owing to the layout of the building. However, there still does need to
be clearer exit signage. Regrettably, braille signage throughout the building is not possible at the current time.
Repeat prescriptions – there has been a reduction of the amount of prescriptions that are requested from GPs over
the phone.
Increased access enabling patients to book phlebotomy appointments on line – all phlebotomy appointments can
be booked on-line
4.
PPG Sign Off
Yes
Report signed off by PPG: YES / NO
Date of sign off:
How has the practice engaged with the PPG:
Face to face meetings, letter & email
communications.
How has the practice made efforts to engage
with seldom heard groups in the practice
population?
Has the practice received patient and carer
feedback from a variety of sources?
Was the PPG involved in the agreement of
priority area and the resulting action plan?
How has the service offered to patients and
carers improved as a result of the
implementation of the action plan?
Yes
Do you have any other comments about the
PPG or practice in relation to this area of work?
Yes
Yes
Increased awareness of options available to
patients, improved health promotion,
improved access to GPs.
The practice engages regularly with the PPG
and listens to their suggestions. The Chair of
the PPG liaises directly with the PPG as well.