Annex D: Standard Reporting Template
Taken from; GMS Contract 2014/15, Guidance and Audit requirements, NHS England Gateway reference: 01347
East Anglia Area Team
2014/15 Patient Participation Enhanced Service Reporting Template
Practice Name:
Howard House Surgery
Practice Code:
D83015
Signed on behalf of practice:
Date:
Signed on behalf of PPG/PRG:
Date:
1. Prerequisite of Enhanced Service Develop/Maintain a Patient Participation
Group (PPG)
Does the Practice have a PPG? YES / NO
Yes
Method of engagement with PPG: Face to face, Face to face and by e-mail (virtual PPG or
Email, Other (please specify)
‘survey group)
Number of members of PPG:
Detail the gender mix of practice
population and PPG:
%
Male
Female
Practice
48
52
PPG
33
67
Face to face = 25
E-mail = circa 400 (with survey replies
received from >100)
Detail of age mix of practice population and PPG:
%
<1
6
1724
2534
3544
4554
5564
6574
>7
5
Practice
14
7
9
11
13
14
16
16
2
11
37
15
PPG
35
Detail the ethnic background of your practice population and PPG:
Practice
Virtual
PPG
British
Irish
39
98
0.1
White
Gypsy or
Irish
traveller
Other
White
0.8
Asian/ Asian British
Indian
Practic 0.2
e
Virtual
PPG
Pakista Banglade
ni
shi
0.2
Chines Other
e
Asian
0.3
0.4
Mixed/ multiple ethnic groups
White & White & White & Other
Black
Black
Asian
mixed
Caribbea African
n
0.1
0.3
0.1
0.3
2
Black/African/Caribbean/Bl
ack British
African Caribbe Other
an
Black
0.1
0.1
Other
Ara
b
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:
A special exercise was undertaken in October 2014 to recruit members of the virtual PPG who
were in the age range 18-45. A random selection of 500 surgery patients in the target age
range were selected and sent a personal letter telling them about the virtual PPG and inviting
them to join. This was a significant exercise which produced only 9 new members.
A further exercise to recruit more virtual PPG members was undertaken in February 2015
involving face to face recruitment in our waiting room. This was very successful and is likely to
be repeated. In about 3 hours contact time 2 interviewers were able to sign-up 40 new
members.
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 (Lesbian Gay Bisexual Transgender) community? NO
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Any
Other
58
If you have answered yes, please outline measures taken to include those specific groups and
whether those measures were successful:
N/A
2. Review of patient feedback
Outline the sources of feedback that were reviewed during the year:
An important change in the appointments system took place in February 2014 and the PPG
has been concerned to focus on the patients’ reaction to this change.
A comprehensive survey was undertaken in July 2014 and the same survey repeated in
January 2015. The results have been compared/discussed at a PPG meeting and are now
being reviewed in surgery.
How frequently were these reviewed with the PPG?
Survey results were presented to the PPG for information and discussion as soon as they were
available.
The surveys were also posted on the surgery website www.howardhousesurgery.co.uk.
3. Action plan priority areas and implementation
Priority area 1
Description of priority area:
To ensure the patients know how the practice works and how they can benefit themselves and
the practice by working with the system.
What actions were taken to address the priority?
A sub-group of the PPG (including 3 patients) met with the Practice Manager and reviewed
the present situation. The Patient Leaflet is currently in need of review and it was agreed to
bring this up to date and incorporate the information contained in the Appointment Leaflet
that was used to communication the new Appointment System introduced in February 2014.
Both leaflets were reviewed and it was agreed what should be contained in the new leaflet.
The Practice Manager produced a draft. After further discussion the Practice manager passed
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this to the staff for their comments to ensure the information is accurate before production
and distribution.
Result of actions and impact on patients and carers (including how publicised):
It is important that the final document is well produced and ideally posted to every family, but
the cost of this will need to be investigated. It is anticipated that on receipt of the new patient
leaflet patients and their carers will be much better informed and in an improved position to
use their practice in a way which benefits both patients and staff.
Priority area 2
Description of priority area:
To consider the present methods of communication between the surgery and patients to
identify where improvements might be made.
An informative website is available but of course this by no means reaches everyone.
Communication with patients does take place in various ways in Reception but this is
inevitably rather hit and miss.
What actions were taken to address the priority?
A sub-group of the PPG (including 3 patients) met with the Practice Manager and reviewed
the present situation. It was agreed that there are two primary ways of communicating with
patients – the patient leaflet and the practice website. Whilst updating the leaflet (Priority
area 1) the Practice Manager agreed to review the website to ensure the information is
consistent and complimentary. In addition (see below) a list of contracts (services provided)
will be provided.
Result of actions and impact on patients and carers (including how publicised):
The full Patient Leaflet produced under Priority area 1 will be incorporated into the website.
A new document has also been provided which lists the ‘2014/15 Enhanced Services’ contracts
that the practice delivers highlighting the patient benefits (see
www.howardhousesurgery.co.uk, ‘Clinics & Services’ tab, ‘Clinics & Services Available’ page).
A banner is being added to the website to highlight the new document which will also be
available from the reception desk.
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Priority area 3
Description of priority area:
To set up a ‘feedback channel’ – primarily e-mail but letters are not precluded – to allow
patients to make comments, good or bad. The feedback to be received by a sub-group of PPG
members who will review the replies and present considered summaries to the full PPG for
discussion and then to the surgery. Apart from basic acknowledgement no response will be
given to patients on an individual basis.
What actions were taken to address the priority?
An e-mail address was created to receive patient feedback direct to the PPG –
hhcomments@outlook.com. Details are given under the ‘Contact us’ tab on the website ie
www.howardhousesurgery.co.uk.
To receive paper feedback a patients’ comments box has been set up in the surgery foyer. The
key to this box is held by a PPG member and surgery staff have no access.
Result of actions and impact on patients and carers (including how publicised):
In addition to conventional feedback channels users of the surgery are now able to submit
comments whilst remaining anonymous.
Only one comment has been received so far as the system was only set up in January 2015.
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 review of the Action Plan from 2013/14 activities is an important part of every PPG
meeting.
Four action points were carried forward from 2013/14 and 8 new ones were added in
2014/15.
Progress on the Action Plan can be found on the Patient Participation Group page on the
‘About us’ tab of our website (www.howardhousesurgery.co.uk).
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4. PPG Sign Off
Report signed off by PPG: YES
Date of sign off:
16 March 2015
How has the practice engaged with the PPG: Bimonthly face to face meetings of the PPG
attended by Practice Manager, Assistant Practice Manager and a GP Partner. The Practice
Manager also meet the Chair and Deputy Chair on 22 August 2014 to discuss ideas for the
2014/15 DES Priority Areas that were then presented by the Chair to the PPG at the next
meeting. The Practice Manager also attended the sub-group meetings for Priority areas 1 and
2 playing a key delivery role. PPG members have also been welcomed into the practice to
undertake the VPPG recruitment exercise.
How has the practice made efforts to engage with seldom heard groups in the practice
population? See Page 2.
Has the practice received patient and carer feedback from a variety of sources? Yes - PPG
members at meetings, VPPG feedback to 2 surveys, one comment so far via Comments Box
(see Priority area 3).
Was the PPG involved in the agreement of priority areas and the resulting action plan? Yes.
The Practice Manager met with the Chair and Vice Chair on 22 August 2014 to discuss ideas
for the priority areas. These were then presented at the next PPG meeting with activities then
being progressed by sub-groups (see Priority areas 1, 2 and 3).
How has the service offered to patients and carers improved as a result of the
implementation of the action plan? See Priority areas 1, 2 and 3.
Do you have any other comments about the PPG or practice in relation to this area of work?
The PPG has now been in existence for 3 years and there is now a strong, supportive 2-way
working relationship in place with the practice. The PPG Chair has played a leading role in
setting up the VPPG (survey group) to reach a wider patient community and also played a
major role in delivering this report working closely with the Practice Manager. The PPG Vice
Chair role has become more prominent in 2014/15 playing a leading role in 2 of the 3 Priority
areas as well as the survey group face to face recruitment activity. The GP Partners and
Practice Manager have very much welcomed feedback from the 2 surveys which has given
valuable patient feedback on the new appointment system introduced in February 2014.
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