Annex D: Standard Reporting Template
Surrey & Sussex Area Team
2014/15 Patient Participation Enhanced Service – Reporting Template
Practice Name:
Integrated Care Partnership
Practice Code:
H81133
Signed on behalf of practice:
Andrew Roscoe
Date: 31/03/2015
Signed on behalf of PPG:
Patrick Miller
Date: 31/03/2015
1.
Prerequisite of Enhanced Service – Develop/Maintain a Patient Participation Group (PPG)
Does the Practice have a PPG? YES
Method of engagement with PPG: The practice engages with the PPG in a number of ways. We have regular meetings every 6 weeks including an AGM in April. In between
the meetings we communicate via email, practice notice boards and the practice web site. We also run focus groups at least twice a year.
Number of members of PPG: The main PPG board has 12 members. There are then 30 to 40 other patients who have put their name forward and participate in the focus
groups.
Detail the gender mix of practice population and PPG:
%
Practice
PRG
Male
49.5
29
Detail of age mix of practice population and PPG:
Female
50.5
71
%
Practice
PRG
<16
20
17-24
9
2
25-34
12
35-44
14
9
45-54
15
9
55-64
12
22
65-74
10
22
> 75
8
36
Detail the ethnic background of your practice population and PRG:
Practice
PRG
Practice
PRG
British
Irish
75
92
>1
White
Gypsy or Irish
traveller
>1
Indian
Pakistani
5
4
3
Mixed/ multiple ethnic groups
White &black
White &black
White
Caribbean
African
&Asian
Other white
Other
mixed
8
2
Asian/Asian British
Bangladeshi
>1
Chinese
2
Other
Asian
4
Black/African/Caribbean/Black British
African
Caribbean
Other
Black
>1
>1
>1
2
Arab
Other
Any
other
>1
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:
The age / sex profile of the group is skewed when compared with the overall practice population. There are far more female patients involved and the age
shows almost half at or above retirement age. The ethnicity mix is also recognised to be skewed with over 90% being British white by comparison with 75%
of the practice population.
The following steps are being taken to increase representation:


There is an on-going recruitment drive through a variety of channels to encourage greater and wider representation on the group, led by the GP’s
canvassing patients when consulting.
Patients from our 2 newer sites – at Stoneleigh Medical Centre & Cox Lane Surgery – are being particularly targeted as they are underrepresented, and
also form the greater part of the underrepresented group.
Over the course of 2014/15 we have actively tried to recruit additional members to the group and although we now have 1 member from Cox Lane we are
still struggling to attract patients from either Stoneleigh or Cox Lane which is unfortunate, but we will continue to look to do this and to build on the good
work of the group.
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:
The practice and PPG reviewed feedback from a number of areas during the year. The main sources of feedback were:
- The kiosks in the waiting areas of all the surgeries.
- Focus groups
- Patient complaints
- I Want Great Care leaflets / website
How frequently were these reviewed with the PRG?
A quarterly report is prepared for the PPG and this forms the basis for discussion of much of the work that is undertaken. Areas such as I Want
Great Care leaflets / website have only been introduced towards the end of the year so will be used more going forward.
3.
Action plan priority areas and implementation
Priority area 1
Description of priority area:
1. Access to the practice – this priority area follows on from previous years but with the focus shifting slightly to include the types of appointment and
the use of new technologies.
What actions were taken to address the priority?
The main focus of this priority was to get feedback from patients on the introduction of the Physician Associate role in the practice. This was
done through focus groups and the surgery kiosks.
The other element was the wider use of new technologies. The practice has widely advertised the Patient Access portal that is now available
and linked to our EMIS clinical system. The system is advertised in the surgeries and on the practices web site. Information is also given out
with new patient packs.
Result of actions and impact on patients and carers (including how publicised):
Over recent years the demand for urgent / on the day appointments has increased dramatically. This mirrors the wider NHS experience with a greater
number of people seeking help from A&E and may be a result of the dropping levels of funding that have impacted other areas of the service.
The impact of this was more GP time being used in triage and for reactive urgent care, which was impacting on the ability to provide chronic disease
management and pro-active care for the more vulnerable patients, resulting in increased hospital admissions.
The introduction of the Physician’s Associate (PA) has started to address the balance of urgent care against routine/ongoing care. The project received
generally good feedback from focus groups which was discussed but it was agreed that some further actions were needed to inform patients of the
differences between the PA & a Doctor.
- Greater communication of the new role – the practice subsequently developed a patient leaflet about the PA role.
- Greater advertising of what the difference was between a PA & a Doctor, which is covered by the leaflet.
- Reception was clear when offering an appointment who it was with.
The new online Patient Access portal has been a great success with over 6,350 patients now registered to use the system and a significant
number of appointments being booked using the system. This has helped relieve a little of the pressure on the telephones. The system also
allows patients to request repeat prescriptions and this has been used widely, improving accuracy and the ability to audit where prescriptions
are in the system.
Priority area 2
Description of priority area:
2. Commissioning – understanding the impact of commissioning on the provision of services at practice level and patient involvement in the process
What actions were taken to address the priority?
It was agreed by both the Practice & the PPG that a wider understanding of the commissioning process was critical to its success, particularly in light of the
Governments pledge to put the patients voice at the heart of the decision making process.
The practice agreed to work with the PPG to do 3 things:I.
II.
III.
To provide regular feedback to the PPG on the work of the Surrey Downs CCG
To engage a member of the PPG with the CCG’s patient group which has been set up and is looking for representation from each of its
member practices
To monitor any potential conflicts of interest and make sure the choice process is adhered to
Result of actions and impact on patients and carers (including how publicised):
The practice provides regular feedback to the PPG at our meetings on the progress of the Surrey Downs CCG. We have agreed to start to publish the ‘Start
of The Week’ bulletins from the CCG to our PPG members and if these are thought to be helpful they may be made available on the practice’s website.
One of the members of our PPG is now a member of the CCG’s patient group.
The practice has published a register of interests held by the GP Partners and senior management on our website to ensure patients are aware of any
possible conflicts that the GP’s may have.
Priority area 3
Description of priority area:
3. Communication – again building on and completing the work started in previous years
What actions were taken to address the priority?
The practice has a large number of patients and communicating successfully is difficult so it was agreed that we would concentrate on a small number of
crucial areas where the PPG felt that a better knowledge of how the practice worked would be most beneficial
The practice agreed to work with the PPG to do 3 things:


To continue to develop the quarterly report, to include external information as well
To produce additional patient leaflets – for example, Definition of Urgent Care & the Role of the Physician’s Associate
To widen the membership of the group
It is felt that the Quarterly Report provides useful information for the PPG in understanding the challenges the practice faces, but also
opportunities to develop services. The PPG are keen for some external information to be included in the report, such as the practice
populations use of A&E services and some benchmarking with other local practices.
The demographic survey of the practice and the comparison with the current membership of the PPG had proved that more work needed to
be done in this area. The practice needs to look at new ways of engaging patients – such as through the use of social media. It was also
recognised that while focus groups were useful, unless the membership was actively engaged they tended to drift off and new patients had
to be recruited regularly.
Result of actions and impact on patients and carers (including how publicised):
The Business Manager agreed to add this information to the report as soon as practical, but needs to source the information form the CCG.
The practice has developed some new leaflets over the year, with the ‘Role of the Physician’s Associate’ being the most notable. Putting
together a leaflet on Urgent Care had proved difficult as agreeing on the definition was proving more complicated than expected due to the
number of difficult views being put forward.
The practice & PPG were now also producing a quarterly newsletter that had proved popular with patients and had helped inform people of
changes in the surgeries.
The GP’s had ben tasked with publicising and recruiting new members for the PPG and this had brought 2 new members in over the year.
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):
The introduction of new technologies to help improve patient access had worked well. The PPG were very positive about the addition of
online booking and repeat prescription ordering and were looking forward to the introduction of further technological advances that had
been highlighted:
- Electronic Prescription Service, due May 15
- New telephone system, due April 15
- Online access to medical records, due to be staged over the next year with initial access to allergies & medication by March 15
The introduction of the Physician Associates had been well received after initial scepticism and patient feedback was generally very positive.
The PPG has become more involved in the commissioning agenda, with one of our members regularly attending the CCG wide PPG meeting.
The PPG had also been involved in the submission of the Prime Minister’s Challenge Fund bid that the practice had been a major part of,
being particularly interested in the proposed trial of 7 day working, to see what if any benefit it would bring to patients.
It was however noted that progress on communication over the year had been relatively slow. There had been further developments with
the information provided in the quarterly report but the problem with recruitment was proving a difficult nut to crack and it was felt that we
must push on with the development of social media outlets to engage with more of our younger patients.
The GP’s had managed to recruit another couple of patients into the group through direct discussion during consultations.
4.
PPG Sign Off
Report signed off by PPG: YES
Date of sign off: Due to meeting availability the official sign off at the PPG AGM will not be until Monday 20 April 2015, but the Chairman has
agreed the report in principle on 23 March 2015
How has the practice engaged with the PPG:
The practice and PPG meet every 6 weeks throughout the year. There is also regular communication with the PPG Chair via telephone &
email.
How has the practice made efforts to engage with seldom heard groups in the practice population? Yes – although it has been hard to get
many on-board. The visually impaired are represented and the focus groups have a reasonably wide representation.
Has the practice received patient and carer feedback from a variety of sources? Yes – via kiosks in the practice, questionnaires & feedback
forms as well as online.
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? There is more information
available to patients. There are additional methods of accessing the practice for appointments and prescription requests.
Do you have any other comments about the PPG or practice in relation to this area of work?