Standard Reporting Template
Devon, Cornwall and Isles of Scilly Area Team
2014/15 Patient Participation Enhanced Service – Reporting Template
Practice Name: ST. NEOT’S SURGERY
Practice Code: L83046
Signed on behalf of practice:
Dr. William Davies (PPG GP Lead)
Date: 31/3/15
Signed on behalf of PPG: Susan Mathews (PPG Chair)
1.
Date: 31/3/15
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, Email, Other (please specify) Primarily face to face
Number of members of PPG: 6
Detail the gender mix of practice population and PPG:
%
Practice
PRG
Male
4944
5
Female
5177
1
Detail of age mix of practice population and PPG:
%
Practice
PRG
<16
2331
0
17-24
1008
0
25-34
1331
1
35-44
1290
0
45-54
1478
0
55-64
1188
2
65-74
825
0
> 75
670
2
Detail the ethnic background of your practice population and PRG: (Note not full practice population has ethnicity recorded- total recorded on setup of PPG =
7254 and mixed race was not part of the classification)
Practice
PRG
PRG
PRG
British
or Irish
Irish
White
Gypsy or Irish
traveller
6393
6
N/A
N/A
N/A
N/A
Indian
Pakistani
51
0
58
0
Other
white
(mainly
Polish)
387
0
Asian/Asian British
Bangladeshi
96
0
White &black
Caribbean
N/A
N/A
Chinese
128
0
Mixed/ multiple ethnic groups
White &black
White
African
&Asian
N/A
N/A
Other
Asian
0
0
N/A
N/A
Other
mixed
N/A
N/A
Black/African/Caribbean/Black British
African
Caribbean
Other
Black
52
37
8
0
0
0
Arab
25
0
Other
Any
other
19
0
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:
2 years ago we attempted to set up a virtual e-mail group to obtain a more diverse spread, unfortunately there was not as much
feedback from the group as we would like. We therefore made the conscious decision to continue the patient survey this year,
despite it not being a mandatory requirement to allow us to target more the 12% of the practice population with a non British/Irish
ethnicity recorded. Here is the raw data for the 2015 responses
Q17: Which of these options best
describes your ethnic group?
White British or Irish
262
Polish
3
Other White Background (state below)
1
Chinese
1
Afro-Caribbean
0
Asian
2
Any Other Ethnic Group (state below)
2
So although still below the 12% target, we have managed to get a degree of representation (3-4% minimum) – some may have not
recorded their ethnicity) and there is plenty of opportunity within the survey to collate free text opinions/views.
Actively canvassing for responses in the 2015 survey through members of the patient group handing out questionnaires was helpful
as it enabled us to target female responses and a range of age ranges to help counteract any imbalance in the demographics of the
practice population vs the patient group population. We were certainly successful in that case, obtaining more female responses
than male responses
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, the practice population is relatively monocultural but quite varied in terms of economic activity, age etc. (see Patient Survey
2015 result)
2.
Review of patient feedback
Outline the sources of feedback that were reviewed during the year:
Main feedback has been from the 2014 and 2015 Patient Survey. (See Appendix A- Patient Survey 2015 and previous results), whereby we have kept similar
themes throughout in response to feedback (satisfaction regarding GP/Nurse/Reception) and focusing on priority areas as they become evident, often through
free text comments informing the following survey, such as staff professionalism following use of uniform and booking in screen usage.
Overall the Patient Survey 2015 has been a positive result, with 3-5% improvement of satisfaction across the board (89% for GPs up to 95% for HCAs!) despite
static investment and good response to our target of increasing staff professionalism through use of uniform. Themes for improvement again have been quite
consistent, several of which are being addressed when we move into a new build across the road in June (namely privacy line, lift, general appearance). It is
heartening that our appointments system is generally well appreciated for its flexibility though the telephone message length does need to be addressed.
We have also informally looked at the result of the Friends and Family Results since inception which have shown similar comments to the Patient Survey.
Additional feedback can be given ad hoc at each meeting and carried back to the partners meeting.
We are also advertised online and can be contacted on our dedicated e-mail address. One of our PPG members is a carer so we have good perspective on
that front and have also sent surveys to homes in the past via nurses/key workers so that housebound patients are not left out.
We also were keen to find out views of other groups last year through attending the Patient Association event to help us grow forward.
We reviewed the status of the 2014 action plan as the year went on and here is the current status
2014 plan
1. Encourage and advertise use of EPS to increase reception availability (particularly on phone/desks) and reduce paper load (achieved, we are above
average compared to other practices for EPS use- 50% +, consistent with demand)
2. Concentrate on good access in construction of new build particularly regarding lift and also child play features (lift sorted
3. Review length of telephone message that may impact on being able to deal with telephone calls (brought forward to 2015 plan)
4. Continue training to encourage further improvements in staff professionalism, as have good mandate in patient survey
5. Encourage promotion of booking in screen further with a Patient Group assistance for using the screen (successful, improved usage in 2015 survey
compared to 2014, and events well received)
6. Increase appointments from blood taking point of view by asking the patient to book a recall blood appointment themselves following an initial
DNA rather than automatically send a letter (in place and has improved availability)
How frequently were these reviewed with the PRG? Meeting approximately every 6 weeks. Survey carried out and reported on
annually.
3.
Action plan priority areas and implementation (2015 onwards- 2014 plans detailed above)
Priority area 1
Description of priority area:
Advertising and expanding core patient group and increasing representativeness
What actions were taken to address the priority?
Clearer noticeboard with dates of meetings advertised. Survey used to check if time of meeting was optimal (it was)
Steps to integrate in new build with video call system- liasing with Microtest
Result of actions and impact on patients and carers (including how publicised):
Video call system ordered and agreed with partners for new build. Will us expertise to customise HTML to enable rolling promotion
of Patient Group. Once new build established should also be closer links with local pharmacy to be able to promote it too.
Each Patient Survey helps promote the group through the action of doing it. Events when patient group members came in to assist
using booking in screen helped increase visibility.
Priority area 2
Description of priority area: Improving patient experience at Reception based on survey feedback
What actions were taken to address the priority?
Privacy line discussed with partners and actioned for new build. Uniforms rolled out for reception team. Booking in screen
promoted
Result of actions and impact on patients and carers (including how publicised):
Uniform has results in constant improvement in satisfaction/professionalism rates in patient survey data. Privacy line agreed with
developers. Booking in screen best promoted face to face and usage is also increasing
Priority area 3
Description of priority area: Improving patient access (telephone/opening hours)
What actions were taken to address the priority? Survey used to canvass views. General trend towards more wishing for
lunchtime opening and more efficient telephone system. Lunchtime opening discussed at partner’s meeting- will be considered
Result of actions and impact on patients and carers (including how publicised):
When phone system moved, telephone system will be reworked, may improve access overall if each patient on phone for less
time. Lunchtime opening will be considered once bedded into new build (need to clarify impact on parking too).
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):
See below the 2012 and 2013 plans to see progress since that
2013 plan
1. Discuss use of uniform with new build with staff to increase professionalism (Achieved and positive feedback in 2014 survey)
2. Concentrate on good access in construction of new build particularly regarding lift (On hold till building starts)
3. Improve clarity of online appointment booking (Slightly increased uptake)
4. On account of positive patient feedback, evaluate seriously use of system based on increasing use of telephone triage (St. Levans style advanced accesss)
to reduce waiting times and increase appointment availability (On hold until new build as will never have enough phone lines till then)
2012 plan
1.
2.
3.
4.
Production of new literature detailing opening hours and the re-assessment of Patient Information Boards with a member of the PPG
taking a lead role in ensuring that the information remains up to date and relevant (Currently still in progress, will be easier to fully
incorporate in new build).
A clear statement regarding the electronic booking system should be displayed (Achieved, booking in screen usage has improved and
reflected in 2013 survey result). in all of the waiting rooms and Receptionists need to be clearer both on the telephone and in person.
The PPG will also look into whether a queuing system can be re-incorporated into the telephone system (Achieved through telephone
engineer).
It was agreed to continue to promote and develop both online prescriptions and appointments (Still room for improvement as only 10%
online usage)
PPG to report back to the Partners to help inform and guide with regard to the layout within the new premises. This may include a
further consultation period with plans displayed within the waiting room inviting further comments and suggestions (Achieved and was
successful in increasing practice support for Patient Group and funding recent Open Day. A repeat meeting will be held this year).
4.
PPG Sign Off
Report signed off by PPG: YES
Date of sign off: 31-3-15
How has the practice engaged with the PPG:
How has the practice made efforts to engage with seldom heard groups in the practice population?
Has the practice received patient and carer feedback from a variety of sources?
Was the PPG involved in the agreement of priority areas and the resulting action plan?
How has the service offered to patients and carers improved as a result of the implementation of the action plan?
Do you have any other comments about the PPG or practice in relation to this area of work?