Annex D: Standard Reporting Template
London Region [North Central & East/North West/South London] Area Team
2014/15 Patient Participation Enhanced Service – Reporting Template
Practice Name: Harness Harrow Practice
Practice Code: E84075
Signed on behalf of practice:
Signed on behalf of PPG:
1.
Veena Rawal
Rekha Patel
Date: 27.03.2015
Date: 30.03.2015
Prerequisite of Enhanced Service – Develop/Maintain a Patient Participation Group (PPG)
Does the Practice have a PPG? YES / NO YES
Harness Harrow patient group was set up in 2011 with 4 PPG members and a practice list size of approximately 2000 patients. The practice list size has now
grown to approximately 6000 patients with PPG membership has increased to 26 members.
We regularly have around 10 members attending each quarterly meeting. The agenda and the minutes of the meeting are emailed to all PPG members giving
all members an opportunity to add to the agenda. In each meeting we usually have atleast 1 GP and our practice manager.
Method of engagement with PPG: Face to face, Email, Other (please specify)
This surgery actively approach patients to join their PPG stating that it will give them an extra avenue to voice their views and concerns about their Practice
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and the NHS. This is done by using posters around the surgery; joining slips attached to the registration forms; having a dedicated PPG page on the Practice
website and a notice board in the waiting rooms. Each patient is asked when joining the PPG how they would like to be contacted. Patients are reached either
via Email, Face to Face, Mjog (text) , newsletters and postal Correspondence.
Harness Harrow PPG
Poster.rtf
PPG Joining
form.docx
Number of members of PPG: 26
Detail the gender mix of practice population and PPG:
%
Practice
PRG
Male
3105
11
Detail of age mix of practice population and PPG:
Female
2845
15
%
Practice
PRG
<16
1791
0
17-24
613
1
25-34
1372
4
35-44
802
1
Mixed/ multiple ethnic groups
White &black
White
African
&Asian
48
35
0
0
Other
mixed
53
0
45-54
549
1
55-64
397
11
65-74
240
3
> 75
186
5
Detail the ethnic background of your practice population and PRG:
Practice
PRG
British
Irish
338
2
101
0
White
Gypsy or Irish
traveller
4
0
Other
white
1475
0
Asian/Asian British
White &black
Caribbean
29
0
Black/African/Caribbean/Black British
Other
2
Indian
Pakistani
Bangladeshi
Chinese
African
Caribbean
45
Other
Asian
1061
Practice
2158
195
24
PRG
19
1
0
Arab
59
Other
Black
49
67
Any
other
98
152
0
4
0
0
0
0
0
All the PPG patients except for 1 can be contacted via email. The 1 member that does not have email ID is contacted via the telephone and report is made
available for collection.
The PRG representatives from the Practice are:


Salaried Doctor – Dr Kupoluyi/Dr Kannan
Practice Manager – Veena
Confirmation of the Practice opening hours and the methods of obtaining access to services throughout the core hours
Practice Opening Times
The Practice opening hours are as follows:
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
08.00 – 18.30
08.00 – 18.30
08.00 – 18.30
08.00 – 18.30
08.00 – 18.30
08.00 – 12.00
The Surgery is closed on Sundays and on Bank Holidays
Extended Hours
In addition to the core Surgery opening times, the surgery offers Extended hours Monday to Friday from 7.30am – 8.00am
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Accessing Services
Out of Hours:
Dial 111 for Urgent medical problems.
Repeat call NHS 111—this is free on both landlines and mobiles.
Walk-in Centres:
The urgent "walk-in" appointments don't need to be booked in advance and are available 7 days a week at:



Alexandra Clinic for Health and Social Care, 275 Alexandra Avenue, HA2 9DX 8am – 8pm
The Pinn Medical Centre, 37 Love Lane, HA5 3EE 8am – 8pm
Edgware Community Hospital, Burnt Oak Broadway, HA8 0AD 8am – 9pm
A&E access
Northwick Park Hospital, Watford Road, HA1 3UJ - Telephone number 0208 869 3087
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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:
Every quarter the Practice runs a search on their EMIS WEB computer system to review the growing Practice list size and to ensure that the patient diversity in
terms of gender, age and ethnic background is considered when providing Primary Care services. The Practice actively engages patients to become part of
the Practice PPG. The patients are informed by many different ways how to become part of the PPG:



Updating the PPG designated notice board in the waiting room.
All staff clinical and non-clinical informing patients how to join.
PPG Joining forms available for patients to complete and hand in to the reception staff.
Forms available to be completed on the Practice website.
Our Staff completes forms if the patients are unable to so that they do not feel disadvantaged. We asked the patients how they would like to be contacted
about meetings and how they want to receive the PPG information/report. The choices are either by:
 Telephone
 Email
 Letter – correspondence
 Envelope sealed and left in reception for collection
The patients are informed that once they join the PPG, if they cannot attend the meetings they will still have the opportunity to be involved. The Practice will
ensure that they receive a copy of the agenda, minutes, and reports so that they can comment on them.
It is the responsibility of the Practice to ensure that the patients receive the agenda, minutes and response/report following the PPG meeting. This is done
either via email, correspondence mail or envelope to be collected from the front desk.
The Harness Harrow staffs speak many different languages which is an asset in being able to communicate more effectively with patients, so that they receive
the care and treatment they want. The languages spoken in the Practice by the staff are:
 Tamil
 Arabic
 Urdu
 Bengali
 Gujarati
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





Hindi
Punjabi
Albanian
Portuguese
Romanian
English
The Practice Manager also runs a search on the computer system EMIS WEB to find patients that are in the following categories as it is important that there is
a true representation in the PPG:





Under 25s
Housebound
Carers
Chronic Disease registers
Unemployed
The surgery at the moment has only one representation of 25s and under. We are trying to engage them by getting our reception staff to talk to patients.
Some of our staff are from Skills Training and are at the same age of our patients. We also have:

The Practice website http://www.harnessharrowpractice.nhs.uk has a designated section on the first page inviting all patients to join the PPG.


Harness has developed a newsletter covering all 21 Practices. This will be made available to patients from April 2015.
To ensure that setting up and maintaining the PPG is carried out, a policy has been written and approved by the PPG.
The Practice has put a policy in place ensuring that a PPG is set up correctly and maintained as it is an important part of the Practice.
Patient Forum group
setup guidelines.doc
PPG members have also actively contributed to increasing the PPG membership by each existing PPG member introducing one more member to the group.
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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?
YES/NO
Yes
If you have answered yes, please outline measures taken to include those specific groups and whether those measures were
successful:
We have a young section of 16 to 25s that are currently under represented. To actively engage these patients we have ensured that we use the internet and
get our staff who are from Skills Training, a local organisation who themselves have been on jobseekers, to inform the patients of the opportunity of joining so
they can have a say.
We also have many Romanian patients who are not represented. Our Romanian speaking staffs are actively engaged in seeking representation of this group
on the PPG.
Despite frequent invitations we have found that our patients from these minority groups have unfortunately failed to proceed with PRG membership at this time.
The Practice continues to actively try and recruit patients to ensure we include the areas of patient population as specified above.
2.
Review of patient feedback
Outline the sources of feedback that were reviewed during the year:
The sources of feedback we were:





Practice patient survey 2014/2015 (visit http://www.harnessharrowpractice.nhs.uk)
Complaints and suggestions made to the Practice Manager from patients
NHS choices website patient reviews NHS Choices - Your health, your choices
Friends and Family Test (since November 2014)
Practice survey 2014/2015
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
PPG meetings

Harness Locality Survey 2014/2015 benchmarking 21 Harness practices
HarnHarPat_Surv2-1 Harness_Survey_Re
Minutes of PPG
Collection
port_2014v2-f[1].pdf meeting (sub) 15.01.2015.doc
Card-Friends and Family 5_Tv4-v5[1].pdf
Test - NHS.pptx
Concerns – PPG identified three



Preferred GP – Patients are now aware of having a preferred GP
Internet Access – Would like to use one if available
Receptionist – Not being seen as helpful
Summary
The practice and PPG looked at the complaints received by the Practice and the postings on the NHS choices website.
An Action Plan has been put together following the meeting with the PPG on the 15 th January 2015 who made recommendations. The areas of concern are:



Preferred GP – Patients are now aware of having a preferred GP
Internet Access – Would like to use one if available
Appointments – staff training needs and patient awareness
Below are the reports on Local Harness Survey and the Minutes showing the Action Plan agreed by the PPG.
HarnHarPat_Surv2-1
Minutes of PPG
5_Tv4-v5[1].pdf meeting (sub) 15.01.2015.doc
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Action plan priority areas and implementation
Priority area 1
Description of priority area:
Due to unforeseen circumstances, with one doctor on maternity leave, one on long term sick leave and one GP’s resignation, we had to use a lot of locum
doctors to see our patients.
As a result of our patient survey and also discussing this at PRG meetings, getting regular doctors to see our patients was a top priority.
PQ Q4 58.6 % (24) feel it is difficult / very difficult to see their preferred GP
PQ Q5 80.0 % (48) feel they only get to see their preferred GP some of the time / never or almost never
Result of actions and impact on patients and carers (including how publicised):
The actions agreed by PPG are in place and are publicised on the website and copies of the minutes are available to be read at reception. The results are
ongoing and will be reported at the next meeting of the PPG. Results will also be put on show on the PPG Notice board in the waiting room.
The update is published via email communication to the PRG, practice website, newsletter, and notices in the waiting area.
This update has been welcomed by patients and has had a positive impact as patients feel that there will be continuity of their care.
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Priority area 2
Description of priority area:
Although on-line access service has been offered to practice patients, it was not communicated enough to the patients. May patients reported that this was
not communicated enough to the patients.
82% of the patients surveyed said they would be happy to book appointments on line if this facility was available.
What actions were taken to address the priority?
Patient awareness was raised by:

Promoting service on the website http://www.harnessharrowpractice.nhs.uk/

Putting up posters in the waiting area
ph6061-po-posters2.
pdf

Sending text messages to patients

Adding a message on patient appointment cards

Staff training was conducted to ensure all members of the reception team were able to promote this service and provide comprehensive advice,
thus providing a greater service to patients
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
Patient on-line information sheet and registration form were attached to new patient registration forms
PatientOnline-Record PatientOnline-registr
s_access-Patient_information_leaflet[1].docx
ation_form[1].docx
Result of actions and impact on patients and carers (including how publicised):
This is all now in place and the PPG are delighted with the steps made by the Practice in listening to the patients.
The impact of the changes for patients will be seen in the next year.
The Practice has advertised this in the new Harness Newsletter and at the PPG meetings, verbally by GPs and Nurses and receptionists and also by reports
advertised on the practice website.
newsletter March
2015.docx
The actions agreed by PPG are in place and are publicised on the website and copies of the minutes are available to be read at reception. The results are
ongoing and will be reported at the next meeting of the PPG. Results will also be put on show on the patient Notice board in the waiting room.
On-line access service has been very helpful to carers, working, elderly, frail or disabled patients as they can use this service at times convenient to them
rather than just during surgery opening hours.
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Priority area 3
Description of priority area:
Appointments
After analysing reasons for patient complaints to the practice and on NHS Choices website and in discussion with the PPG, it was felt that this area needed
to be reviewed.
What actions were taken to address the priority?

Practice patient survey was conducted which showed 61% of patients were able to see a GP within 2 working days. This result was shared with
patients.
HarnHarPat_Surv2-1
5_Tv4-v5[1].pdf

Reception staffs were trained to ensure they provided accurate and timely information to patients. This meant that if patients wanted to see a GP for
administrative reasons and not clinical, they were helped appropriately by reception team making more clinical appointments available.

Duty doctor session was created in the morning so that patients phoning on the day for an emergency appointment, were booked with the duty
doctor for telephone triaging and booking in if patients needed to be seen

Having a duty doctor session freed up appointments with the other doctors which could be booked in advance.
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
Did Not Attend (DNA) protocol was updated. Patients who DNAed their appointment were phoned on the day to stress importance of cancelling
booked appointments in time so that these could be used and not wasted
DNA_policy.doc

Sending DNA letters to patients who DNA 3 or more appointments

Advertising DNA rates in the practice newsletter
Result of actions and impact on patients and carers (including how publicised):

Staff training meant not all patients who phone the surgery needed to be seen by a doctor. Patients wishing to see doctor for reasons such as:
repeat prescriptions, not receiving hospital appointments, etc. could be dealt with by reception team rather than patients needing to see a doctor.

List of different types of appointments available in the surgery was advertised on the website and also on patient notice board
Harrow Harness
Appointments Summary v1.0(1).xlsx

Duty doctor session helped see more same day emergency patients.

As a result, there were more pre bookable appointments available.

Contacting DNA patients on the day showed patients were more aware of wasting clinical time and cancelled appointments which could then be
offered to someone else.

Sending out DNA letters to patients also highlighted the importance of cancelling on time, hence freeing up the appointments rather than wasting
them.

Advertising DNA figures showed the length of clinical time wasted raising patient awareness.
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As this is a recent change, we will monitor the number of appointments related complaints received by the practice. We will also conduct another
patient survey in six months’ time to monitor the impact of change in appointment system, DNA telephone calls and letters and also as a result of
staff training.
Survey result will be discussed with PPG and shared with practice patients through notices and newsletters.
Is this the first year your practice has participated in this scheme?
NO
Harness Harrow patient group was set up in 2011 with 4 PPG members and a practice list size of approximately 2000 patients. The practice list size has
now grown to approximately 6000 patients with PPG membership has increased to 26 members.
We regularly have around 10 members attending each quarterly meeting. The agenda and the minutes of the meeting are emailed to all PPG members
giving all members an opportunity to add to the agenda. In each meeting we usually have atleast 1 GP and our practice manager.
If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous
year(s):
The PPG identified last year that the due to building structure and reception desk layout, concerns regarding confidentiality at reception had to be
addressed. A survey was carried out in June 2013 to see how patients felt regarding maintenance of confidentiality.
Patient survey result
of confidentiality in waiting area June 2013.docx
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As a result, it was decided




to replace the clear glass structure in the patient waiting area to frosted glass
to install automated arrival screen so patients do not have to give their name and date of birth to reception staff
When patient approach reception desk, rather than asking patients for their name and date of birth, reception staff should give a piece of paper to
patients to write their identifying details.
To put up a sign at reception desk “Please ask reception team that you who wish to speak to a member of practice team in private”. This would
enable team member to take the patient to a private area.
A repeat survey showed that patients had more confidence that their confidentiality was maintained at reception desk
Patient survey result
of confidentiality in waiting area December 2013.docx
3.
PPG Sign Off
Report signed off by PPG: YES/NO YES Rekha Patel - PPG Chair
Date of sign off: 30.03.2015
How has the practice engaged with the PPG:
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How has the practice made efforts to engage with seldom heard groups in the practice population?
The Harness Harrow Practice is actively involved in the Harness locality meetings which are actively talking to Asthma UK, Age UK, Energy
Solutions, Skills Training etc. Representatives have been invited to attend the PPG meetings, example June 26 and October 16. These meetings
will continue.
Has the practice received patient and carer feedback from a variety of sources?
We have received feedback from patients and carers of patients registered at the practice from following sources





NHS Choices website
Practice website
Patient suggestion box in the waiting area
Patients visiting the practice
Friends and Family Test
Was the PPG involved in the agreement of priority areas and the resulting action plan?
The PPG was fully involved in the decision making of the action plan and the resulting action and contributed to the action plan.
How has the service offered to patients and carers improved as a result of the implementation of the action plan?
The action plan has helped the practice in meeting day-to-day work goals. Without a strategic framework we would not be able to improve on our practice. It
is likely that the action plan has helped the patient experience and staff roles. The Practice has an overview of planning to help patients to see how we have
taken on board their comments and improve our services. The practice found that the implementation of a good action plan located within a clear strategic
framework helps our practice to make a significant impact.
Do you have any other comments about the PPG or practice in relation to this area of work
We are happy working along our PPG who have over the years really helped improve many areas from a patient & carers’ point of view, and the feedback
that has been given during the meetings was very essential for this piece of work. Our PPG now also represent the practice at HPPN (Harness Patient
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Participation Network) and experiences of other practices are discussed for constant improvement of services at Harness Harrow Practice.
We look forward to developing the PPG further over the coming years, in order to improve not just the way we work, but to work more effectively for our
patients.
Members of Harness Harrow Practice are extremely grateful to all members of the PPG,for their enthusiastic contribution, and especially to those
who have kindly given their time for meetings and events. The input from our patients is invaluable to improve our services
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