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.Standard Reporting Template
NHS England (Wessex)
2014/15 Patient Participation Enhanced Service – Reporting Template
Practice Name:
Verwood Surgery
Practice Code:
J81030
Signed on behalf of practice:
Karen Holcombe
Date: 20.03.2015
Signed on behalf of PPG:
David Hughes Chair Patient Participation Group
Date: 23.03.2015
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/Post/In
Number of members of PPG:
person/Telephone/Via our website
208
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Detail the gender mix of practice population and PPG:
%
Practice
PRG
Male
49.3%
46%
Detail of age mix of practice population and PPG:
Female
50.76%
54%
%
Practice
PRG
<16
17.8%
0%
17-24
7.7%
0.4%
25-34
10.%
1.6%
35-44
11.5%
9.2%
45-54
14.7%
10.1%
55-64
11.9%
19.6%
65-74
13.2%
24.1%
> 75
13.2%
35%
Detail the ethnic background of your practice population and PRG:
Practice
PRG
Practice
PRG
British
Irish
98.76
99.9%
0%
0%
White
Gypsy or Irish
traveller
0%
0%
Indian
Pakistani
0.012%
0%
0%
0%
Other
white
0%
0%
White &black
Caribbean
0.012%
0%
Mixed/ multiple ethnic groups
White &black
White
African
&Asian
0.036%
0.012%
0%
0%
Other
mixed
0%
0%
Asian/Asian British
Bangladeshi
Chinese
Other
Asian
Black/African/Caribbean/Black British
African
Caribbean
Other
Black
Arab
0.012%
0%
0.036%
0%
0.073%
0%
0.012%
0%
0%
0%
0.012%
0%
0.012%
0%
Other
Any other
0.012%
0.01%
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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:
We continuously invite all patients to join our Patient Participation Group (PPG) by advertising in the waiting room, publishing details
in our Practice booklet and our Web Site. We also invite all new patients to join our PPG via the new patient questionnaire which
includes an area for their e mail address and consent to be given.
Unfortunately despite our on-going attempts to engage with patients under the age of 17and patients from ethnic backgrounds we
still struggle with representations from these groups of patients , we will endeavour to try and encourage signup
What is the Patient Participation Group
How do I join?
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:
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2.
Review of patient feedback
Our PPG consists of a small face to face committee, with a Patient Chairperson. We also have a virtual group with members being
contacted by e mail, post or telephone. Members specify how they would like the surgery to correspond with them when they join the
group. We advise members that we will contact them from time to time requesting online sources of feedback that are reviewed
during the year:
When we were notified of our visit from the Care Quality Commission (CQC) in May 2014 we encouraged our patients to offer their
feedback direct to CQC. We advertised this on our Website and in the surgery. We received many positive comments; there were
none that caused concern to the Inspectors. On the day of the inspection 4th June 2014 the CQC inspector spoke with 10 patients in
the waiting room. CQC spoke to two PPG representatives who echoed the comments received from the patients and gave positive
complementary views on the Practice.
Link to CQC Report
During the year the Practice has undertaken Patient surveys for distributing the survey for one week each quarter for different types
of treatments as listed below:
Phlebotomy Service
Diabetes checks
Caudal Epidurals
Implanon Fitting
IUCD Fitting
Minor Operation
NHS Healthchecks
Prostate Problem
Extended Hours
Vasectomy
Tracker Nurse Service
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Template Patient Survey
Friends & Family test – In December 2014 we sent a copy of our Family & Friends test to our virtual Group this included two further
questions in which we asked :

If we could change one thing about your care or treatment to improve your experience, what would it be?

Do you have any thoughts about how privacy can be enhanced within the practice? - For example reception desk.
82 patients responded online to this survey
In our waiting room we have an I Pad on which patients can input into the Family & Friends Survey. We also have this facility
on our website
Friends and Family Dec Results
Friends and Family Jan Results
Friends and Family Feb Results
Annual Survey
In February 2015 the face to face committee of the PPG met on 3rd February 2015 to discuss the content and questions for our
annual patient survey. Questions were compiled and agreed. We sent out our agreed questionnaire to the virtual group via e mail on
5th February 2015, asking patients to complete it. The questionnaire was also given to 250 patients attending the surgery during the
period Monday 9th February 2015 until Monday 2nd March 2015.
The surgery received 208 completed questionnaires
Verwood Surgery Patient Questionnaire 2015
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How frequently were these reviewed with the PRG?
We have reviewed multiple sources of feedback regularly throughout the year. We contact the face to face committee either by
telephone, post or e mail as appropriate. We also respond to any feedback, enquiries or queries as and when they come in.
A further meeting was set up with our face to face PPG Committee members on 11.03.2015 to agree the action plan priority areas
and implementation for 2015
3.
Action plan priority areas and implementation
Priority area 1
Description of priority area:
Privacy at the main reception desk when speaking to the receptionist in the waiting area.
55% of patients were not aware that they could ask to speak to a receptionist in a private room, if necessary .
If sitting in certain parts of the waiting room we have been advised from patient feedback that patients can see personal details on
the automatic check in machine.
What actions were taken to address the priority?
Discussion have taken place with the GP Partners , staff and members of the PPG face to face committee regarding suggestions
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as to how we can improve privacy in the waiting room
We will be putting up new signage in the waiting room asking patients to wait in a designated area in order to respect the privacy
of the patient in front of them at the Reception desk. .
We are adding bigger posters advertising that patients can ask to speak to a receptionist in a private room, if necessary.
We have also undertaken discussions with all the reception team members and they are aware to avoid sensitive conversations at
the reception desk.
Chairs nearest the reception desk have been removed so patients cannot hear conversations so easily.
A diffuser has been purchased and placed on the automatic check in screen.
Result of actions and impact on patients and carers (including how publicised):
It is hoped that by removing chairs nearest the reception desk this will improve privacy at the reception desk.
New signage will highlight to patients to respect the privacy of the patient in front of them and advise patients they can ask to
speak to a receptionist in a private area.
The diffuser will stop patients in the waiting room being able to read details on the check in screen
We will relook at 3 months after the changes have been implemented to see if there has been an improvement in privacy. The
result will be published in our waiting rooms and on our web site.
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Priority area 2
Description of priority area:
Feedback from patient comments within the survey indicated that they were often unaware if a GP or Nurse surgery was
running late.
What actions were taken to address the priority?
Contact made with Wiggly AMPS to see if we could change the check in machine to reflect if a GP or Practice Nurse is
running late. We have been advised by Wiggly AMPS that it is possible for the check in machine to advise patients on
arrival if the GP or Practice Nurses they are seeing is running late , this will be implemented .
Discussed with the reception team at a team meeting. Reception staff agreed to be more proactive when patient checks in
with them to advise patient if the GP or Practice Nurse is running late and keep them informed.
Continuing staff training in Customer Care, both on line and face to face training.
Result of actions and impact on patients and carers (including how publicised):
It is hoped that the changes will result in patients being more informed if a GP or Practice Nurse is running late.
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This will be reviewed in a further audit.
Priority area 3
Description of priority area:
Our patients advised that there were unaware of On line Services offered and additional services the surgery offers such as
Tracker Nurse Service.
On line services
We were surprised that 22% of patients are still not aware that they can order their repeat prescriptions on line and 82% still do
not use the online prescription ordering service – there has been publicity in the waiting room for nearly a year advertising this
service, it has also been published on Verwood Surgery web site and on patients repeat prescriptions for nearly a year.
Tracker Nurse Service
Again we were surprised that 76% of patients were unaware of our Tracker Nurse Service as there are posters within the surgery
and leaflets in our carers pack advising patients of services such as Tracker Nurse Service.
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What actions were taken to address the priority?
On line services
We will be running an advertising campaign using further posters in our waiting room and advertising further on our website.
We will also ask the reception team to be proactive in advising and signing patients up, so that they can order their repeat
prescriptions on line and make appointments on line.
Tracker Nurse Service
Publicise Tracker Nurse Service more in the waiting room and on our website , with a fuller explanation of her role within the
Practice
Result of actions and impact on patients and carers (including how publicised):
On line services
We hope that by undertaking an advertising campaign, patients will become more aware of these on line services and use them
more.
Tracker Nurse Service
It is hoped that more publicity will make patients more aware of the Tracker Nurse Service which has been set up support our
patients who are vulnerable patients over the age of 65
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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):
Booking of appointments and waiting times in surgery:
Outcome - The surgery is piloting with 1 GP an alternative way of releasing appointments, this starts from 1st April 2014. This pilot will be monitored and
audited and if successful will be used by all other GPs. It is hoped with the appointments being released gradually this will enhance the possibility of a patient
obtaining time with their preferred doctor.
This was undertaken but proved not to be successful; the practice strives to keep looking at appointment solutions
Outcome -We have reminded staff at the staff meeting on 19th March 2014 to remember to update patients who have already checked in should a Surgery
be running late as well as informing those patients who have just arrived.
Online prescriptions and appointment booking:
Prescribing on line:
Outcome- This service is available to all patients as long as they have registered for this service. Posters advertising the service are in the waiting
room and details are also on the surgery website www.verwoodsurgery.co.uk/
Appointments on line:
Outcome – This service is now available to all patients as long as they have registered for this service. Posters advertising the service are in the
waiting room and details are also on the surgery website www.verwoodsurgery.co.uk/
Blood Pressure machine in the waiting room:
Outcome- There will be no changes to where the blood pressure machine is housed, which was agreed following the result of last year’s last year’s
questionnaire
Results of blood and urine tests:
Outcome – Notices have been placed in the waiting rooms, phlebotomist and Practice Nurse rooms reminding patients about how to obtain their test results
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4.
PPG Sign Off
Report signed off by PPG: Mr David Hughes - Face to Face Committee Chairperson
Date of sign off: 23.03.2015
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?
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