Annex D: Standard Reporting Template
NHS Greater Manchester
2014/15 Patient Participation Enhanced Service – Reporting Template
Practice Name:
Eastholme Surgery
Practice Code:
P88028
Signed on behalf of practice:
Date: 12/3/2015
Signed on behalf of PPG:
Date:
1.
Prerequisite of Enhanced Service – Develop/Maintain a Patient Participation Group (PPG)
Does the Practice have a PPG? YES
Method of engagement with PPG: Email
Number of members of PPG:
87
Detail the gender mix of practice population and PPG:
%
Practice
PRG
Male
51%
39%
Female
49%
61%
Detail of age mix of practice population and PPG:
%
Practice
PRG
<16
874
1
17-24
345
4
25-34
631
5
35-44
601
9
45-54
677
14
55-64
540
34
65-74
369
15
> 75
373
5
Detail the ethnic background of your practice population and PRG:
Practice
PRG
Practice
PRG
British
Irish
70%
18%
White
Gypsy or Irish
traveller
Other
white
White &black
Caribbean
Mixed/ multiple ethnic groups
White &black
White
African
&Asian
Other
mixed
4%
Indian
Pakistani
5%
1%
Asian/Asian British
Bangladeshi
Chinese
1%
Other
Asian
Black/African/Caribbean/Black British
African
Caribbean
Other
Black
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:
We promote the PRG to all our registered patients. We actively try to recruit patients from non-white ethnic backgrounds to give a
fair representative of our patients. We actively try to recruit more males and younger patients by advertising online and in the
surgery. We advertise in a local free magazine “The Moor Mag” to attempt to capture the interest of patients who attend
infrequently.
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:
Feedback has been actively encouraged and welcomed by the practice. We seek feedback via posters in the waiting rooms, on our
website, in our leaflet and newsletter. We have also introduced the NHS FFT questionnaire and requested feedback on that.
How frequently were these reviewed with the PRG?
Quarterly
3.
Action plan priority areas and implementation
Priority area 1
Description of priority area:
Information in waiting rooms and on Reception window.
It was felt that there was too much information advertised in our waiting areas, some of which was out of date. We also had a lot
of information on our Reception window obscuring the view of our reception staff.
What actions were taken to address the priority?
All the information advertised in the practice was taken down and sorted through. We prioritised online with current NHS topics.
For example promotion of the PRG, patient online access, use of SMS text messages as appointment reminders, FLAG, The
Stockport Health App and quarterly practice newsletters.
All staff were asked to familiarise themselves with the information promoted.
Result of actions and impact on patients and carers (including how publicised):
Our waiting room information now mirrors our website.
Less clutter.
We are promoting more cohesive and topical information to patients and carers.
Increased patient and staff satisfaction through awareness of information.
Designated staff will take on the role of keeping the information relevant and up-to-date.
Priority area 2
Description of priority area:
Confidentiality in the surgery.
The practice received feedback concerning patient confidentiality on the first floor from overhearing consultations by the GP and
HCA.
We also received feedback that patients waiting at the reception desk could at times overhear telephone conversations.
What actions were taken to address the priority?
The first floor waiting room was reorganised using a screen so that patients could no longer sit outside the GP and HCA rooms.
Tasks carried out in reception are now done away from the front desk to minimise what can be overheard.
Result of actions and impact on patients and carers (including how publicised):
The layout of the current building does contribute to confidentiality issues. This will be completed resolved when we move
premises.
As a result of our actions patients will have more confidence that confidentiality will be maintained. This should result on happier
patients.
We display notices regarding confidentiality in the practice and all staff are trained in this aspect.
We will continue to seek feedback on aspects of confidentiality.
Priority area 3
Description of priority area:
Improving patient experience.
Some patients reported that staff and GPs could at times come over as abrupt and unfriendly.
What actions were taken to address the priority?
This was fed back to the whole team.
The reception layout was altered so that staff working in reception, face the patient window to acknowledge patients and visitors
who attend the surgery.
Reception will keep patients informed if we are running late.
We will display a notice if we have students in with the GPs, so patients can make an informed decision as to whether they are
happy with the students being present. The students will be introduced by name to patients they see.
The GPs will listen to patients and involve them in their treatment choices.
Result of actions and impact on patients and carers (including how publicised):
Increased patient satisfaction with the surgery.
Patient empowerment over their health
We would hope to see less complaints and criticism of the service we offer.
Patients more comfortable of and supportive to work with the GPs on the training of new doctors.
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):
We have continually striven to improve patient experience in the practice. We actively seek feedback via the NHS FFT
questionnaire, our surgery website and newsletter.
We are pleased to report that to date all our FFT survey responses based on patient experience have been that patients are
extremely likely or likely to recommend our surgery to family or friends.
We continue to encourage patients to get involved in choices of treatment and to take proactive role in their health.
We have streamlined some of our administrative procedures, in particular the administration of patients with Chronic Diseases.
We now provide a more cohesive service to patients who attend for chronic disease monitoring.
We have been identifying patient who are at risk of hospital admission and formulating care plans with them and their families and
carers in an attempt to avoid unnecessary admission to hospitals.
We have improved and are promoting our online access to patients. They can now register to use online services for updating
their medical records, requesting repeat medication, booking and cancelling appointments and viewing a brief medical summary.
4.
PPG Sign Off
Report signed off by PPG: YES/
Date of sign off: 13/3/2015
How has the practice engaged with the PPG:
The practice has primarily engaged with the CCG via email, post and telephone.
The practice promotes the PRG using a variety of methods. It actively invites new patients when registering, promotes the group
via website, newsletters and posters. They also advertise in The Moor Mag
Has the practice received patient and carer feedback from a variety of sources?
The practice welcomes and reviews patient from a variety of sources including direct feedback, suggestions, compliments and
complaints as well as via patient’s surveys and the newly introduced Friends & Families Test. The practice has a suggestion box
on the Reception area.
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?
The practice has improved it’s access to patients and keeps patients up to date
Do you have any other comments about the PPG or practice in relation to this area of work?
I feel the practice is well run and approachable. It continues to improve and keep patients updated.
Keep up the good work.