PPG Report

Annex D: Standard Reporting Template

[Name] Area Team
2014/15 Patient Participation Enhanced Service – Reporting Template

Practice Name: Keelinge House Surgery

Practice Code: M87601

Signed on behalf of practice: Cathy Nicholls Reception Manager Date: 26th March 2015

Signed on behalf of PPG: All 10 members who attended PPG meeting on 25th March were happy with the report, plus one by E mail. Plus Dr Cartwright. This was documented in the minutes. Date: 25th March 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: Face to face, Email, Other (please specify) Face to face, E mail, telephone, letter, Keelinge House Surgery website, NHS choices, T.V Screen in waiting room and our quarterly newsletter.

Number of members of PPG: 17

Detail the gender mix of practice population and PPG:

% Male Female
Practice 3144 3153
PRG 6 11

The figures for the ethnic groups are not an accurate account. We are in the process of data cleansing so we can get better data collection as there are many gaps in the searches. The figures for the PPG are correct.
Detail of age mix of practice population and PPG:

% 75
Practice 1550 690 926 897 842 542 434 416
PRG 0 0 1 3 4 5 3 1

Detail the ethnic background of your practice population and PRG:

White Mixed/ multiple ethnic groups
British Irish Gypsy or Irish traveller Other white White &black Caribbean White &black African White &Asian Other mixed
Practice 1712 12 0 98 30 4 16 25
PRG 15 0 0 0 0 0 1 0

Asian/Asian British Black/African/Caribbean/Black British Other
Indian Pakistani Bangladeshi Chinese Other
Asian African Caribbean Other Black Arab Any other
Practice 139 242 1 11 134 78 74 11 6 0
PRG 0 0 0 0 0 0 1 0 0 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:

Doctors, Nurses, Physicians Associate, Registrars, The Pharmacy Advisor and the Health Care Assistant all take their part in asking and encouraging all ages, gender and ethnic background in their consultations to consider joining the PPG at the surgery, we also ask patients at the reception desk. There are posters advertising the PPG in the corridor and waiting room and we send letters to patients randomly to join. It is also advertised on the T.V screen in the waiting room. We have a chemist next door to the surgery where a poster is displayed also. We feel we are offering the PPG to ALL our patients with the measures that we have in place.

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

We have a broad cross section of patients with no large numbers in any specific groups.

If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful:

2. Review of patient feedback

Outline the sources of feedback that were reviewed during the year:

We started in the summer with simple comment slips in reception, which were very positive; results were displayed for one month in the waiting room and on our website. We will be doing that on a quarterly basis. We also have NHS choices on line for people to give their views. At the beginning of the year we started with the Family and Friends Test which we are submitting data to the Calculating Quality Reporting Service on a monthly basis and results have been displayed on the website and in the waiting room for the data that has been submitted. We also had a Care Quality Commission visit in January where they provided comment cards. We are still awaiting the report from that which will include the comment card results. We have also created a questionnaire as per the PPG group relating to social media and the PPG. I will attach the results to this report.

How frequently were these reviewed with the PRG? In every meeting, so every quarter. Documented by minutes.

3. Action plan priority areas and implementation

Priority area 1

Description of priority area: Parking: Parking for our patients is a particular problem as we are adjacent to the Dudley Walk in Centre that has limited parking. Very often and particularly at the busier times of the day like mid morning and mid afternoon there are no parking spaces available. Patients are tending to park on pavements and grass verges to try and get a space, which unfortunately is illegal and very often they get parking tickets.

What actions were taken to address the priority? We are limited as to what we can do to resolve the problem as patients and relatives park on our car park when they are attending the Walk In Centre and Russell’s Hall Hospital as it is in walking distance from Keelinge House. The PCT did put clearer signs on the car park area to indicate where staff should park and where patients should park but people still seem to ignore them. We also had some of the spaces painted with ‘Doctor on Call’ and ‘loading area’ for the chemist to try and stop people parking inappropriately, this has seemed to help. A barrier was fitted by the Primary Care Trust a few years ago but when they changed to the Clinical Commissioning Group the barrier never became active. That may be something we can take to the Clinical Commissioning Group as a suggestion again if things do not improve.

Result of actions and impact on patients and carers (including how publicised): The results of the actions detailed have not relieved the situation particularly at the moment but The Walk in Centre is due to close at the end of March so hopefully that will have a definite positive impact on the availability of parking spaces from then on, which will help patients and carers to access the surgery more easily. All these have been discussed on a regular basis at the PPG meetings so they are to kept informed. They too are hoping that the closure of The Walk in Centre will help with the situation.

Priority area 2

Description of priority area: Waiting Times to see a Doctor: Patients were annoyed that when they book an appointment time with a Doctor they do not see the doctor on time and sometimes can wait up to an hour.

What actions were taken to address the priority? We have looked at staggering surgery appointment times to try and distribute the work load but at the moment we have one of our GP’s on long term sick leave so until we are fully staffed it will be difficult to put a plan together for that. We also looked at putting a poster up in Reception to say that it should be one appointment for one problem so as each 10 minute appointment is only used for one problem rather than two or three. That will be taken to the next PPG on the 25th March 2015 meeting to see what their views are on that.

Result of actions and impact on patients and carers (including how publicised): This is an ongoing problem for many of the surgeries and very often 10 minutes is not long enough for some patients to discuss their health issues. It has been explained to the PPG members that it is a positive thing that the Doctors do not rush their patients in consultations and if one patient does take longer than 10minutes other patients must be sympathetic to that as they may need more than the allocated slot too and to be aware that this then impacts on all the waiting times. The Reception team are always mindful of this when booking patients in if Doctors are running behind. They do explain to patients regarding this so they then have the choice to be patient and wait or re book? We have had a new T.V screen and booking in screen which was installed at the end of February. We are looking into the various facility’s that are on them both, especially how to alert patients that Doctors are running late as and when they book in but being new we are still finding our way around the technology of it. It is important to keep patients informed.

Priority area 3

Description of priority area: Access on line and Txt messaging.

What actions were taken to address the priority? We went live with Patient Access on line in September/October 2014 which has been a great success with lots of positive feedback and includes being able to request repeat prescriptions. We went live with the txt messaging service in November/December which is for reminders of appointments for patients. We are also looking in to sending txt messages for blood results We will be doing a Did Not Attend survey in the next few months to see if this has improved since the messaging system has been active, although at a Practice Managers meeting, Paul Fisher from the Clinical Commissioning Group informed us that he had received data from the txt messaging software company to say that 1,000 appointments had been cancelled in one month across Dudley, which I consider a great result and a step forward to having more appointments available.

Result of actions and impact on patients and carers (including how publicised): Patients are able to book and cancel a range of appointments on line. This gives the patients a much better choice of Doctor and time in advance. Being able to book on line saves having to try and get through on the phone or having to make a journey up to the surgery to book in person. Carers will also benefit for those reasons too. There is evidence that the Did Not Attend rate has decreased in other surgeries. We will be doing a survey in the next couple of months to check that for ourselves. There are posters in the waiting room and corridors displaying Patient Access on line and the Txt messaging service. It is also advertised on the Surgery Website and has been discussed at the PPG meeting. The impact has been very positive as access is a lot easier on line and the patients have said it’s great that they get reminders on their mobile phones regarding appointments. We will be looking to add more subjects to the messaging e.g. Family & Friends Test and reminders for yearly flu and shingles injections.

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):

4. PPG Sign Off

Report signed off by PPG: Signed off by 10 members at the PPG meeting on the 25th March 2015 plus on by E Mail and Dr Cartwright

Date of sign off: 25/3/15

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?

We have made great efforts to try to engage with seldom heard groups like our younger patients, ethnic minorities, mental health, and single people and have invited all groups to our meetings. Some have attended but some have declined or said yes but not attended. Posters are displayed in all areas of the surgery, including in the consulting rooms. We have also got a poster in the chemist located next door to the surgery. It is advertised on the Keelinge House Website in our quarterly newsletter and on NHS choices.

We have had feedback from NHS Choices, comment slips, Family & Friends and we did questionnaires last year. The results from this year’s questionnaires are attached. We have taken the report to the PPG on the 25th March along with the results of the questionnaire, which has resulted in a lot of positive thoughts with only a few negative comments, which we will review and see if any of the suggestions can be implemented through the coming year.

Parking is an ongoing issue, which we hope will improve when the Walk in Centre moves; if it doesn’t then we will ask the PPG to do an audit.
The waiting times in surgery to see the doctor have been addressed and the main thing the group asked for was to be kept informed when a GP was running late so they would then have a choice to either wait to be seen or re book. Keeping the patients informed is the key and has been working well. The Doctors’ clinics will run late at very busy times and when Dr Cartwright is back from sick leave it will hopefully not be as often as the distribution of patients will be over three main Doctors rather than two.

On line Access and Txt messaging is working really well and more and more patients are benefiting from both. We will be doing an audit of DNA’s soon to see if there is improvement in that area too. We have had an increase in requests for registering on line which we hope will also relieve the pressure on the phones.

The PPG is heavily involved in all priority areas as they are discussed at every meeting and to the best of our ability we do make every effort to implement them.

The results of the PPG questionnaire are attached.
My findings are that more women than men were prepared to do the questionnaire and mainly between the ages of 25-64.
The question re social media alerted us to the fact that most people prefer Facebook, email and txt messaging. It was asked if social media would be a useful form of information that was split more or less 50/50.
The issues that patients thought could improve the surgery were difficulty parking, having to wait over a week for an appointment, not being able to see the doctor they want, not being called in on time and more space in the waiting room for wheelchairs and prams. All these problems have or are being looked into, to improve the systems.
Good things about the surgery are that GP’s are kind, friendly and always have time for you. Receptionists are friendly and helpful. The surgery is clean and tidy with informative posters. Patients are very happy that they can book appointments and order prescriptions on line and “love” being txt reminders.
Quite a high number of patients didn’t know anything about the PPG so consequently didn’t know what the role of the PPG was or its achievements. Only a small number wanted to join the PPG and we have sent information to those people, as we asked when we handed out the questionnaires if anyone was interested to leave their name. Very few people had any issues that they wanted to raise with the PPG.

This report was fully discussed at the PPG meeting on the 25th March and the 10 members who attended plus one via E-Mail and Dr Cartwright were happy with the report to be signed off. This was documented in the minutes.

  • Practice News

    We are now booking appointments for this winters flu injections. If you usually have a flu jab please call reception to book your appointment

    If  you provide us with your up to date mobile telephone number we now have a texting system which will remind you of the date and time of your appointments.

    Health Checks – It is important to receive a Health Check to ensure you are looking after your health, please make an appointment with our nursing team.

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