Annex C
Arden, Herefordshire and Worcestershire Area Team
Patient Participation Enhanced Service 2014/15 – Reporting Template
Practice Name: Abbottswood Medical Centre
Practice Code:
M81046
Signed on behalf of practice: Helen Perry
Signed on behalf of PPG:
1.
Date: 13.03.15
Michael Amies
Date: 13.03.15
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, letter and Email, working towards also creating a virtual group over social media
Number of members of PPG: 19
Detail the gender mix of practice population and PPG:
%
Practice
PPG
Male
5130
5
Female
5290
14
Detail of age mix of practice population and PPG:
%
Practice
PPG
<16
1663
0
17-24
821
0
25-34
833
0
35-44
1009
1
45-54
1616
2
55-64
1598
3
65-74
1600
6
> 75
1280
7
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Detail the ethnic background of your practice population and PPG:
Practice
PPG
British
Irish
6528
19
21
Indian
White
Gypsy or Irish
traveller
Pakistani
Other
white
186
Asian/Asian British
Bangladeshi
White &black
Caribbean
46
Chinese
Mixed/ multiple ethnic groups
White &black
White
African
&Asian
7
7
Other
Asian
Other
mixed
45
Black/African/Caribbean/Black British
African
Caribbean
Other
Black
Arab
Other
Any
other
Practice
PPG
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 are aware that our PRG population leans towards the upper end of the age spectrum and it has been very difficult to recruit a
more diverse patient group population. We have discussed the following ideas for how to make the group more representative;
 Consider rotating the meetings from daytime to evening, to ensure that younger patients, patients who are parents of small
children or working age can attend.
 Consider preparing a flyer/e mail to be sent to local toddler groups and passed on by the Health Visitor.
 Consider developing patient champions who work with practices to support particular issues, or particular groups such as
patients with mental health conditions.
 Consider setting up a virtual Group over Social Media to offer alternative media to contribute.
 A more vigorous advertising campaign in terms of practice newsletter, website and posters.
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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:
 Not applicable
2.
Review of patient feedback
Outline the sources of feedback that were reviewed during the year:






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Results of the last patient survey were fed back to the group and summarised April 2014
We monitor the results of the Mori National Patient Survey, undertaken nationally and have a link to this on our website
The practice newsletter with patient comments is composed and distributed every 6 weeks
We now partake in the Friends & Family Test and the results from this and feed back in our 6 weekly newsletters and on our
website.
Anecdotal comments
Review of complaints and comments
Suggestion box items
How frequently were these reviewed with the PRG?
Due to a change of Practice Manager meetings were not held as frequently this year as in previous, proactive feedback was
reviewed by the group in April 2014 and March 2015.
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3.
Action plan priority areas and implementation
Priority area 1
Description of priority area:
Improve Continuity of dealing with the same GP
What actions were taken to address the priority?
It was proposed to Make alterations to appointments system to better facilitate continuity of care and to improve waiting time when
at surgery
A lot of work has been done on the appointments system over the last 12 months and it is being continually monitored and
adjusted to meet demand and capacity. We now have a dedicated Front Office Manager who monitors the appointment system on
a daily basis and based on fluctuating demands changes the appointment types from Face to Face to Telephone, as required.
This day by day, hands on approach has proved to be very effective in helping us meet demand as best we can within the
restrictions of the General Practice model.
Anecdotal patient feedback has been very positive about the ability to see a clinician of choice.
Our appointments release on a timed embargo system so that we are continually “drip feeding” appointments into the system to be
available for patients.
We are increasing the number of appointments available to book online and this gives patients more choice and scope in booking
appointments.
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The Results of the National Patient Survey 2013 indicate good patient satisfaction levels, the results of the 2014 National
Patient Survey have not yet been finalized.
The information below is taken from the 2013 GP Patient Surveys. People registered at general practices across England were asked how easy
or difficult it is for patients to see or speak to a doctor at their practice. The results for this practice are depicted below. More detailed results
from the GP Patient Survey 2012/13 are available from the GP Patient Survey website at: www.gp-patient.co.uk.
The proportion of patients who would recommend their GP surgery
85.1% 85.1% - In the middle range
GP Patient Survey score for opening hours
74.3% 74.3% of patients are satisfied with the practice opening hours
The proportion of respondents to the GP patient survey who gave a positive answer to ‘Generally, how easy is it to get through to
someone at your GP surgery on the phone?. Higher values are better
87.2% 87.2%% of patients reported it was easy to get through to the practice on the phone
Percentage of patients rating their experience of making an appointment as good or very good
78.3% 78.3% of patients are satisfied with their experience of making an appointment
The proportion of respondents to the GP patient survey who described the overall experience of their GP surgery as good or very
good.. Higher values are better
86.6% 86.6%% of patients felt that their overall experience was good or very good .
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Result of actions and impact on patients and carers (including how publicised):
We feel that the changed way we manage our appointment system, offers patients a range of appointments throughout the day,
available at variable intervals of demand and is live to patient need.
We feel this more proactive, responsive approach is resulting in fewer DNAs’ and improved patient satisfaction.
We publicise this information in our practice newsletter and on our website.
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Priority area 2
Description of priority area:
Increase knowledge of extended hours system
What actions were taken to address the priority?
It was proposed to Publicise Extended Hours via handouts in waiting room and, advertise on our website and distribute in
prescription bags.
Result of actions and impact on patients and carers (including how publicised):
This has been achieved, although we are continuing to advertise it on our website and in the practice newsletter. The uptake for
these appointments is very good, and patients like the flexibility of a 7am start and 7pm finish and appointments available on a
Saturday morning.
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Priority area 3
Description of priority area:
Increase knowledge of website
What actions were taken to address the priority?
We said we would do the following;



Run Publicity campaign via handouts in waiting room and by members of staff to encourage patients to generally utilise
AMC website more
Booking Appointments via website – publicity via handouts in waiting room and via reception team
Ordering Prescriptions via website - publicity via handouts in waiting room and via reception team
Result of actions and impact on patients and carers (including how publicised):
This has been achieved, although we are continuing to advertise it on our website and in the practice newsletter. The uptake is
very good and patients like the flexibility of having the website as a central point for all relevant information.
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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 areas highlighted for improvement in 2013 were;
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Increase knowledge of extended hours
Waiting room to improve the communication with patients if GPs running late
Purchase some more waiting room chairs with arms
Set up an information board to keep patients informed of what is happening in the practice, e.g. building plans, etc.
Review the way we display leaflets/posters to make it easier for patients to access
Book appointments on line, this is something we will review when we migrate to a new clinical system in July 13.
We feel these issues are common and recurrent, as you can see they are mirrored in last year’s action plan also.
Progress has been made in most of these areas and if not there is an action plan in place to address it.
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4.
PPG Sign Off
Report signed off by PPG: YES at PPG meeting
Date of sign off: 13.03.15
Has the report been published on the practice website? YES
How has the practice engaged with the PPG:
 We hold regular meetings with e mail contact in between meetings. We have just started a new recruitment drive for the
group in an effort to make it more representative.
How has the practice made efforts to engage with seldom heard groups in the practice population?
 We have had discussion about how to engage with seldom heard groups. The group have proposed that we appoint Patient
Champions from the group, one member has a background in working with patients with Learning difficulties and would be
interested in supporting patients with mental health issues, we have looked at an IT Champion who may able to help
housebound patients get on line, we are looking at doing this in partnership with Worcestershire County Council, who have
a “Supporting patients to get online” project running. We are utilising our free prescription delivery service now to get
information to patients who cannot get into the surgery.
Has the practice received patient and carer feedback from a variety of sources?
 Yes we have collated information from the National Patient Survey, the Friends & Family test, our complaints register and
suggestion box.
Was the PPG involved in the agreement of priority areas and the resulting action plan?
 Yes the PPG submitted ideas and were instrumental in agreeing the priority plan.
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How has the service offered to patients and carers improved as a result of the implementation of the action plan?
 We feel that the changed way we manage our appointment system, offers patients a range of appointments throughout the
day, available at variable intervals of demand and is live to patient need.
 We feel this more proactive, responsive approach is resulting in fewer DNAs’ and improved patient satisfaction.
We publicise this information in our practice newsletter and on our website.
 The Extended Hours has been achieved, although we are continuing to advertise it on our website and in the practice
newsletter. The uptake for these appointments is very good, and patients like the flexibility of a 7am start and 7pm finish
and appointments available on a Saturday morning
 Website access has been achieved, although we are continuing to advertise it on our website and in the practice
newsletter. The uptake is very good and patients like the flexibility of having the website as a central point for all relevant
information.
Do you have any other comments about the PPG or practice in relation to this area of work?

We plan to build on the good work achieved to date and want to raise the profile of the group to give them their own page
on our website so that patients can identify more easily with members. The group members would like to be more involved
in practice affairs and we will all work towards ideas that can achieve that.

We are very grateful to our members for their commitment to the surgery and the contribution they make.
Please return this completed report template to the generic email box – england.ahwat-pc@nhs.net no later than 31st March 2015. No
payments will be made to a practice under the terms of this ES if the report is not submitted by 31st March 2015.
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