Standard Reporting Template
South Yorkshire & Bassetlaw Area Team
2014/15 Patient Participation Enhanced Service Reporting Template
Practice Name: Dr Patel & Partners
Practice Code:C87012
Signed on behalf of practice: Dr Patel & Partners Date: 20 March 2015
Signed on behalf of PPG: Member Date: 28 Jan 2015
- 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, Email, Other (please specify) E-MAIL
Number of members of PPG: 104
Detail the gender mix of practice population and PPG: Detail of age mix of practice population and PPG
% | Male | Female | | % | <16 | 17-24 | 25-34 | 35-44 | 45-54 | 55-64 | 65-74 | >75 |
Practice | 49% | 51% | | Practice | 20% | 10% | 12% | 13% | 15% | 12% | 10% | 8% |
PRG | 39% | 61% | | PRG | 0 | 2% | 8% | 12% | 25% | 23% | 20% | 9% |
Detail the ethnic background of your practice population & 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 | 83% | 0% | 0% | 0.4% | 0% | 0% | 0% | 0% |
PRG | 94% | | | | | | | 1% |
| Asian/Asian British | Black/AfricanCaribean/BlackBritish | Other |
| Indian | Pakistani | Bangladeshi | Chinese | Other Asian | African | Caribbean | Other Black | Arab | Any Other |
Practice | 1.5% | 8.4% | 0% | 0% | 0% | 0.7% | 0% | 0% | 0% | 0.4% |
PPG | 1% | 3% | | 1% | | | | | | |
:
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:
Both the existence and the open nature of membership of the PPG is advertised in every second edition of our quarterly newsletter.
Additionally we have details on our web site.
We have run 3 one-day blitz’s on prescription collections with a simple slip paper slip giving details about joining the PPG group. We have targeted these using receptionists patient knowledge to ethnic groups.
An invite note is now enclosed in each “New Patient Welcome pack”.
There is a permanent poster in the waiting areas
Are there any specific characteristics of your practice population which means that other groups should be included in the PPG? NO
e.g. a large student population, significant number of jobseekers, large numbers of nursing homes, or a LGBT community?
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:
The surgery has two patient suggestion boxes in the waiting areas.
The practice produces a newsletter at least four times per year and this includes a request to the reader to give any feedback and/or suggestions.
The practice has a website with a “contact” shortcut on the opening page directing the viewer to send the practice comments or suggestions.
The surgery has a Patient Reference Group (104 members) who are in regular two way contact.
The surgery has conducted one general survey to patients in the year asking for open feedback on any/all of our services (October 2014).
The surgery has conducted three rounds of FFT surveying.
The surgery records all written complaints and reviews these both on an ad-hoc basis throughout the year and a full reflective review at the end of the year.
The surgery has conducted three rounds of FFT surveying.
The surgery records all verbal complaints and reviews these both on an ad-hoc basis throughout the year and a full reflective review at the end of the year
The surgery has a high penetration of Case Managed patients. Initial plan creation, compiled by administration staff following a “script” with the patient includes questions on seeking feedback and comment
The surgery area of NHS Choices is actively promoted by all clinicians, reception and admin. The surgery has the highest rate of patient feedback in Rotherham.
How frequently were these reviewed with the PRG? .
Reviews of feedback were sought – and responded to on 11 occasions during the year
3. Action plan priority areas and implementation
Priority Area 1
Description of priority area:
Patients missing appointments – DNA’s has been tackled and scrutinised in the past but with many patients still commenting about the number of appointments missed by others
Variations in numbers of DNA’s has concerned the Patient Reference Group leading to a perception that there is scope to introduce further measures.
What actions were taken to address the priority?
Publicity
Text reminders. Have proved popular with patients (over 20% now registered for the service). We will now include an application form for text reminder with every new patient welcome pack.
Text reminder. Investigate if we can adapt the text reminder to give an advanced reminder (in addition to day before).
Our existing quarterly newsletter to include a section bringing further publicity to current the level of DNA’s and its impact.
Publicity on our website opening page. Including trends and impact.
Revise the existing DNA advice letter.
Develop staff training in the use of recently introduced “integrated word” in SystmOne to bring more personalisation to the DNA letter.
Change the review system of “regular non-attenders”. Change from monthly review at clinical meeting to weekly review by 2 persons – doctor/administrator.
Regular non-attenders (defined as missed 3 out of 6 appointments) contacted by telephone. Recognised as time consuming and possibly unsettling. But will be used on a pilot basis to assess impact/workload.
Result of actions and impact on patients and carers (including how publicised):
Assessed on quarterly basis – trends examined.
Publicised in newsletter, practice leaflet, website, waiting room posters
Efforts made by the practice recognised by Patient Reference Group (through developing the plan).
Efforts by the practice recognised by the wider patient population through posters and newsletter.
Priority Area 2
Description of priority area:
Patient Recall letters – medication reviews – medical condition reviews. Making a smoother, clear and reduction in the need for patient appointments for medication reviews. At present 6500 reviews per year with some patient’s called for up to 4 reviews each per year.
What actions were taken to address the priority?
Full practice meeting to discuss and formulate an Action Plan. 37 staff and doctors present.
The practice meeting spent 3+ hours producing the plan.
Clear administrative process produced.
Month 1. Reviews due that month. Letters generated and sent with necessary blood test form. Patient asked to make appointment.
Month 2. Extraction of non responders. Reminder letters sent.
Month 3. Extraction of those still not responding. Outbound calls made from reception.
Month 4. Extraction of those still not responding reviewed by doctors on case by case basis.
Newly designed matrix by (produced by doctors) used by receptionist to book appropriate appointment and follow-up appointment (if needed). Includes timing and appointment length.
Doctor to set next review date, into clinical diary (usually 12 months) when review consultation takes place.
Redesign of all letters sent out to patients under new system. Explanation of the new system within letters.
Result of actions and impact on patients and carers (including how publicised):
Clearer system for patient.
Clearer information to help patient understand the process – including explanation of the process.
Appointment length to allow ample time for full discussion with doctor.
Matrix used by receptionist to ensure appropriate appointment is booked.
Matrix used by receptionist to ensure correct test samples are called for.
Publicised in newsletter, practice leaflet, waiting room poster. New system aware to all Patient Reference Group.
Priority Area 3
Description of priority area:
Friends and Family Test – how we collect, publicise, display results, timing of survey, reaching different patients
What actions were taken to address the priority?
Plan developed with Patient Reference Group to publicise FFT, how to run FFT, how to show outcomes from FFT, how to review actions from FFT.
Posters in waiting room, publicity on website, publicity in newsletter.
Clinical staff, doctors and nurses and reception staff actively encouraging patients to complete questionnaire.
Run on a “pop up” basis (one or two days per month).
Explore possibility of adapting arrival screens with prompts.
FFT form incorporated into a tear off in the newsletter.
Explore possibility of questionnaire embedded into website.
Receptionists inviting patients to complete questionnaire when attending.
Housebound patients opportunistically invited to complete FFT at doctor visits – hard to reach group.
Receptionists’ knowledge of carers to be used for inviting FFT completion – hard to reach group.
NHS standard simple card available in waiting areas with posting box
Result of actions and impact on patients and carers (including how publicised):
Quarterly results advice to Patient Reference Group
Results into practice newsletter
Results onto practice website – highlighting trends
Half yearly report to Patient Reference Group for comments/actions/feedback
Results publicised on waiting room poster
Priority Area 4
Description of priority area:
Getting through to the surgery on the telephone
What actions were taken to address the priority?
Problem assessed – With Findings in red.
Survey of “getting through” conducted.
Survey of patients and staff and their experiences – Some problems at Kimberworth Park Medical Centre. No particular patterns.
Identification of “peak time” through survey conducted – Evidence of mornings being more difficult.
Identification of length of “peak time” through survey conducted – Difficult to establish, on reflection unsure if this is useful information.
Assessment of staffing levels at peak times conducted – Recent increase in staffing levels at Kimberworth Park Medical Centre.
Feasibility of spreading pick up of lines through use of non-front line staff assessed – Judged to be impracticable, unable to establish lines of responsibility.
Additional lines at specific times only explored – Phone system manufacturer, unable to deliver.
Feasibility of spreading lines across two sites to spread staff availability – Problem of need to change working systems. Phone system manufacturer, unable to make this a “peak time” function.
Assessment of costs involved in permanent additional line. Assessment of equipment adaptation.
Assessment of existing staff able to handle an additional line.
Result of actions and impact on patients and carers (including how publicised):
Assessment of all suggestions from the Patient Participation Group and the surgery concluded that the most effective way to improve telephone access was an additional telephone line.
The cost of a line was approved by the practice and installed in late 2014. This is seen by the Practice as a valuable “investment” in improved services to patients. A good illustration of listening to & acting upon patient and patient Reference Group feedbck
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):
(i) Patient Participation 3rd Year 2013-2014. Topic – Practice Communication
First drawn up/published March 2014. With updates in Red
INFLUENCE |
| Action | Method of Implementation | When to implement | Resource Implications | Method of review |
Raise awareness of practice leaflet | Poster | Waiting room poster advising patients to ask for a copy | May 2014 Leaflets & posters on permanent display 05/2014 | Simply designed poster can be easily produced | See “Assessment” below |
Patients unaware of practice website | Poster Newsletter | Waiting room poster advising patients of address Short article in newsletter reminding patients | May 2014 On display 05/2014 Spring/Summer newsletter 2014 Done & repeated on all subsequent | Simply designed poster can be easily produced None | See “Assessment” below |
Raising awareness of the complaints and feedback procedures | Poster Newsletter | Waiting room poster advising patients of it and its functions Short article in newsletter reminding patients | May 2014 Permanent poster on display 06/2014 Summer 2014 newsletter Article in Autumn 2014 newsletter | Simply designed poster can be easily produced None | See “Assessment” below |
ACTION - GENERAL |
| Action | Method of Implementation | When to implement | Resource Implications | Method of review |
Awareness of practice website | Advise in our correspondence NHS Choices Prescription message | Redesign our standard letter template to include website detail Include a link in the national NHS Choices website to our own. One month per half year, create special prescription message | May 2014 Now on footer 12/2014 April 2014 Done 04/2014 June and December each year Done June 14 & Jan 15 | Full review of our letter templates will be needed. Needs some staff time and resources Need to investigate method to follow. Easily done, diarise action dates | To be a permanent change To be a permanent change Monitor patient feedback |
Assistance with complaints | Leaflet | Create a leaflet available for handing out at reception | April 2014 Completed 04/14 | Ensure this includes guidance on other organisations/ agencies who can help | To be a permanent change |
ACTION - SPECIFIC |
Patient calling system Patients experiencing difficulty hearing their call | Critically appraise present systems, strengths and weaknesses. Practice to investigate products available - Visual - Audible Practice to investigate feasibility of doctors working differently | Consider and contrast alternatives balancing costs Vs benefits Consider ways other than technology for calling the patient | A working group to research and report back within first quarter (Apr-Jun 2014) A working group to research and report back within first quarter (Apr-Jun 2014) Some work late summer 2014. Inconclusive Scheduled for Mar 15 | Perception that many of these products are expensive Might impact on patient consultation time. May be more difficult and time consuming, reducing the patient time | See “Assessment” below |
Appointments structure | Although not part of the “communication survey”, some patient comments indicate concern over availability mix Expanding methods of appointment booking | Data collection exercise, assessment, review and implementation to be drawn up Move ahead with some on line appointment booking | Data collection to begin April 14, assessment May, implement June 14 onwards Changes to "mix of appts" made Oct 14 July 2014 Begun Mar 2015 | Considerable. Data collection will involve paper and computer collection. Assessment by team drawn from across the practice Ability to do this rests with clinical software suppliers. | Review comments and feedback from patients, reception, doctors 2 months after implementation Likely -revisions and a follow-up plan. This significant change will mean only limited number of appointments to be available initially See “Assessment “ below |
Patients unaware of practice leaflet | Ensure a leaflet provided to all newly registered patients | Issued by receptionist with registration form | From April 2014 Standard procedure from May 14 | None | None needed |
Raising awareness of website Leaflet Complaints procedure | By publicity paper | Create a short paper drawing patients attention to these. To include in our regular patient recall letters | Recall letter system under review and revision. Carried forward to 05/15. Large amount of work needed to build into a new system. | Opportune time to introduce this with manageable impact | Expect to receive patient feedback See “Assessment” below |
ASSESSMENT |
Practice leaflet, website, complaints procedure | Benchmark patient awareness | Assess impact of our actions | Short survey of patients | | 6 months after implementation (Sept 14) Completed Oct 14 & Jan 15. Some evidence of raised awareness |
Patient calling system | Benchmark patient satisfaction | Assess impact of our actions | Short survey of patients | | 6 months after a solution has been implemented Dec 14 No equipment purchased yet. Funding Issue Cost to be re-assessed in Summer 15 |
Appointments Structure | Benchmark patient satisfaction | Assess impact of our actions | Short survey of patients | | 3 months after a solution has been implemented and should be repeated 3 months later Survey Dec 14 - inconclusive. To survey again post Easter 15 |
(ii) Patient Participation 2nd Year 2012-2013. Topic, Prescriptions
ACTION PLAN
First drawn up/published March 2013. With updates in Red
INFLUENCE |
| Action | Method of Implementation | When to implement | Resource Implications | Method of review |
Publicise Ordering methods available On-line- website Post Fax Prescription box in waiting room Service available from local Pharmacists Request Doctor for Medication synchronisation Patients taking responsibility for stocks build ups | Newsletter. Publicise ways of ordering repeat prescriptions | A regular feature/article to be inserted in our practice newsletter | Next published newsletter (Spring 2013) Inserted Summer 2013 & Spring 2014 | Can be easily included within the newsletter articles | None needed but 6 monthly re-insert. Reflective discussion at clinical meeting December 2013 judged this a success |
Website Publicise ways of ordering repeat prescriptions | Include as a regular item. Additionally use the “news splash” | Start in April 2013 with “news splash” at 1 week every other month Website "newsflash" May 2013 & July 2013 & Sep 2013 | Little, practice staff to publish and necessary proof reading | Will be reviewed for impact at each insert Has proved difficult to assess. Simple to do & good for times of no news. Judged successful. Clinical meeting December 2013. |
Waiting room poster s publicising -Ordering methods -Using pharmacist to help -Talk to Dr about medication timings -Check on Home stocks | Clearly worded poster advising /publicising | March/April after creating poster Poster created Summer 2013 | Simply designed poster can easily be produced | Alternate monthly Successful Works by being "fresh" on each display |
ACTION - GENERAL |
| Action | Method of Implementation | When to implement | Resource Implications | Method of review |
Stockpiling | Share our findings with Local Chemists | Provide report to our local Pharmacist | April 2013 Done Apr 13 | Easily done. Provides additional opportunity to strengthen links | Not applicable |
Ordering Methods | Provide additional publicity for prescription order & delivery services | Liaise with local pharmacists & discuss feasibility of short publicity drives | When we have reached general agreement | Attaching a flyer to prescriptions collected from reception. | |
Turnaround Time | Remain sensitive to patients emergency situations | Continue to treat unexpected running out of medication sympathetically | Ongoing | Receptionists will always take full details and liaise with doctors when emergency replenishment is requested | Assessed by clinical meeting December 2013. No negative patient feedback. Any practice change would be problematical. Reviewed again at clinical meeting Dec 2014. Judged Minimal benefits. |
ACTION - SPECIFIC |
| Action | Method of Implementation | When to implement | Resource Implications | Method of review |
Synchronisation | Doctors to adjust multi medication synchronisation | Doctors will opportunistically discuss with patient on all occasions within time constraints | From April 2013 Has been on-going. | May place extra strain on consultation within time slot | See assessment New medication review system implemented Jan 2014. Re-assess June 14 |
Synchronisation | At Medication reviews. Doctors to adjust multi medication synchronisation | Doctors will always consider & discuss with patient. Adjust appropriately | March 2013 | Non extra | New TELEPHONE medication review system implemented Feb 2014. Re-assess June 14 Reviewed at clinical meeting Dec 2014. Now judged too time consuming. |
Ordering Methods | Target patients collecting repeat prescriptions. Raise awareness particularly on-line website ordering | Note attached to all repeat prescriptions for collection at surgery | At quarterly intervals – for 2 weeks Has been run for 2 two week periods. May 13 & Jan 14 Further "drive" Nov 2014. | Will take additional admin and reception resources which can be absorbed for 2 weeks at a time | See assessment Tangible increase in patients registering after each "drive" Again - good take up. |
Electronic Prescription service | Practice will elect to be involved at an early stage when this new service begins locally | No paper prescription. Patient elects Pharmacy, Prescription electronically transmitted to Chemist for collection | Is in pilot phase at one local Practice. Projected to be available Autumn 2013 Project (nationally driven) has been put back to Spring 2014. Implemented Summer 2015 | | Reduced visit benefit to patients but new system - needs assessment |
ASSESSMENT |
Synchronisation | Benchmark level of patient satisfaction | Assess the success of our actions | Conduct short patient survey | | Survey 6 months apart First survey performed Feb 2014 Second survey performed Jan 2015. |
Ordering Methods | Benchmark level of patient satisfaction | Assess the success of our actions | Conduct short patient survey | | Survey 6 months apart First survey performed Feb 2014 Second survey performed Jan 2015. |
Unused Medication Stocks | Benchmark level of patient satisfaction | Assess the success of our actions | Conduct short patient survey | | Survey 6 months apart First survey performed Feb 2014 Second survey performed Jan 2015 |
Electronic Prescription service | Benchmark level of patient satisfaction | | | | Survey 6 months after implementation (Jan 2013) Not yet started. Local support systems not fully ready Implemented Summer 2014. Survey set for May 2015. |
Assessment Survey of Awareness – to see if action plan has had an impact.
February 2014
Percentage responses
Do you use the practice Repeat Prescription ordering system |
Yes -100% | NO - Nil | | |
If you have more than one item of repeat medication, do you find your supplies of drugs run out at the same time |
YES – 25% | NO – 38% | | |
If they do not run out at the same time, is this a problem to you |
YES- 13% | NO – 50% | | Not applicable -13% |
Have you ever found some of your drugs or items begin to stockpile at your home |
YES - Nil | No – 100% | | |
Did you know that you can get your repeat prescriptions by |
POST -25% | WEB SITE – 63% | BOX in Surgery – 75% | FAX - NIL |
Assessment Survey of Awareness – to see if action plan has had an impact.
January 2015
Percentage responses
Do you use the practice Repeat Prescription ordering system |
Yes - 94% | NO – 6% | | |
If you have more than one item of repeat medication, do you find your supplies of drugs run out at the same time |
YES – 37% | NO – 44% | | |
If they do not run out at the same time, is this a problem to you |
YES- 14% | NO – 55% | | Not applicable -22% |
Have you ever found some of your drugs or items begin to stockpile at your home |
YES - *5 | No – 92% | | |
Did you know that you can get your repeat prescriptions by |
POST -22% | WEB SITE – 71% | BOX in Surgery – 80% | FAX - NIL |
(iii) Patient Participation 2011-2012. 1st Year Topic, Patients who do not attend (DNA’s
Action Plan. First drawn up/published March 2012. With updates in Red
INFLUENCE |
Action | Method of Implementation | When to implement | Resource Implications | Method of review |
Newsletter | A regular feature/article to be inserted in our practice newsletter | Next published newsletter (Spring 2012) Done, Summer 2012 Winter 2013 | Can be easily included within the newsletter articles | None needed but annually by way of good practice Success. Newsletter is well received by patients (evidenced in other survey). Continued re-inserts keeps influencing. |
Website | Publish DNA policy on our website including a home page link | When the policy has been finalised. It can be published immediately Published July 2012 | Small amount of work required by practice staff to publish and necessary proof reading | This will be a permanent item on the website but annually by way of good practice Success. Correct place for this information. |
Waiting room poster advising policy | Clearly worded poster advising all patients of our policy towards patients who miss appointments | March/April after creating poster In Place from May 2012 | Simply designed poster can easily be produced | Annually Reviewed May 2013 Success. Correct place for this information. |
Waiting room poster advising wasted appointments | Poster with numbers of wasted appointments from previous week/month | March/April 2012 after creating poster In Place June 2012 | Suitable display material needs sourcing (able to display changing numbers) | Initial intention is that this will be a permanent item. Review its visual impact at 6 monthly intervals. Consider alternative methods of displaying the wasted time. Reviewed Dec 2012. Success. High impact. Patient talking point. |
ACTION - GENERAL |
Action | Method of Implementation | When to implement | Resource Implications | Method of review |
Practice protocol for DNA’s | Develop a policy setting out surgery expectations and reflecting views of our patient survey | Policy to be created in March 2012. Created April 2012 | Will require senior admin time for creation and fine tuning. Consideration and approval by Partners. Consideration and approval by patient participation group | To be reviewed annually or in light of any surgery changes which may happen Reviewed. March 2012 & Dec 2013 |
Raise awareness of Practice Protocol | Issue to all newly registered patients, a guide to the Protocol | Issue to all new patients as part of new registration procedure. March 2012 Procedure in place May 2012 | Easily implemented and issued at time of registration | Reviewed annually Reviewed April 2013. Suitable & robust |
Publicity in practice booklet | Booklet contains information about missed appointments. This should have more prominence and be more specific. Re-wording of the text and consideration towards re-siting. | Can be incorporated into next print run of the booklet which will probably be Autumn 2012. | Will require senior admin time for creation and fine tuning. Will need resources of the publisher and printer to consider design and form. Requires consideration and approval by partnership. | Reviewed at each print run of the booklet in common with all other articles. Has not yet been possible - technical difficulties. Re-review May 2014. |
Appointment text reminders | Not possible with present clinical system | Our understanding is that modern clinical systems may have this facility available. When the surgery has a suitable system, we will take positive steps to assess usability and our own resource implications System started oct 2013 | Stand alone text reminder systems are available. Rejected in view of prohibitive costs. Inclusive text reminder software with modern clinical system will require surgery staff resources. Gaining mobile telephone numbers, structuring the reminder schedules, initiating the daily reminders, reviewing suitability. | There is much we will need to learn about this topic and this can only be when we have a modern clinical system. Review seems likely to be an ongoing exercise. Reviewed Jan 2014. Success 2111 patients have registered |
Reinforce | Issue appointment cards/offer appointment card by receptionist | March 2012 Began April 2012 | Receptionist can issue a simple appointment note to over the counter appointment requests. Some resources needed to produce a printed appointment slip | Ongoing although seems likely to continue as part of good service to patients. Reviewed Apr 2013. Success. Popular with patients |
Reinforce | Verbal reinforcement. Receptionist to ask patients “can you repeat that back to me please”. | April 2012 Trialled Summer 2012 | New procedure/idea needs rolling out to a collective meeting | This could be potentially contentious. Some patients may feel this is patronising. Weekly review with reception supervisors to assess patient reaction. (It will be difficult to identify the impact of any single action, however since this action will use specific and ongoing staff time it should be assessed). Unsuccessful. Patients not comfortable with tR |
ACTION – SPECIFIC |
Action | Method of Implementation | When to implement | Resource Implications | Method of review |
Protocol for surgery response to non-attenders | A partner approved protocol to be developed setting out the practice response to patients who habitually do not attend | Immediately | Protocol to be developed and approved by the Partners of the practice | Annually Reviewed at clinical meeting Reviewed March 2012 & Dec 2013 |
Notice to non-attenders | Generate and send a standard letter to non-attender and record such action | Immediately Started September 2012 - technical difficulties | Postal advice will require reception staff time, reviewing surgery lists daily, generating, preparing and posting letter Telephone contact would require considerably more staff time which could not be accommodated within present resources | Ongoing but with review at one year. (It will be difficult to identify the impact of any single action, however since this action will use specific and ongoing staff time it should be assessed). Reviewed Sep 2013. Impact not measurable. We will continue as its a tangible action |
Notice to repeat non-attenders | Generate and send a second standard letter to non-attend+ers and record such action. Giving notice that repeat non-attendance within 12 months brings consideration to continued registration. | Immediately Started September 2012 - technical difficulties | As above this requires reception staff time, reviewing the surgery lists daily, cross referencing with existing data, generating, preparing and posting letter | Review at one year Reviewed Sep 2013. Has produced change in DNA patient behaviour. Success. |
ASSESSMENT |
Review/reflect mechanism | Regular count of DNA’s and total appointments offered. Weekly (initially) count of both numbers to produce a % comparator. Also required is some historical data before the implementation for comparison. | Immediately | A robust system with responsible staff (& back up) to collect the data & publicise where agreed. This will be readily achievable after some cross staff consolation. | Data to be compared monthly & reported into Patient participation Group. Reviewed at Clinical meeting Dec 2013 with protocol review. Decided surgery room poster provided necessary publicy. |
4. PPG Sign Off
Report signed off by PPG: YES
Date of sign off: 28 Jan 2015
How has the practice engaged with the PPG:
By regular e-mail contact through the whole of the year.
How has the practice made efforts to engage with seldom heard groups in the practice population?
The practice has almost 250 e-mail subscribers to the newsletter, the practice has 104 members of its PPG. The practice has evidence that a number of patients use their company e-mail, indicating a good take up of “working persons”. The practice delivers the newsletter to patients on Case Management when the case creation home visit is made. The practice has specifically targeted ethnic minority groups when they have collected prescriptions. The practice has an invite to the PPG and a General Feedback form in all “new patient welcome packs”. The practice has completed a number of blitzes to recruit carers (who are frequent visitors to the practice and known to reception staff) for sign up to the PPG and for completion of our general feedback form.
Has the practice received patient and carer feedback from a variety of sources? Yes
Was the PPG involved in the agreement of priority areas and the resulting action plan? Yes
How has the service offered to patients and carers improved as a result of the implementation of the action plan?
Improvements are clearly demonstrated in the Action Plan for this year’s Patient Participation, 2011-12 Patient Participation, 2012-13 Patient Participation, 2013-14 Patient Participation as shown in the foregoing in this document.
Do you have any other comments about the PPG or practice in relation to this area of work?
The practice PPG has been a successful project over the 4 years of its existence, we have been fortunate in gaining the input of over 100 interested patients and patient views in the 1000’s. We have successfully encouraged strong and balanced feedback through the PPG and the use of NHS Choices (of which this practice has the highest uptake in Rotherham). Our uptake of subscribers to the quarterly newsletter is further evidence of an actively curious population contributing to the smooth running of this surgery.