Download PPG Report and Action Plan 2014-2015

Annex D: Standard Reporting Template
NHS Greater Manchester
2014/15 Patient Participation Enhanced Service – Reporting Template
Practice Name:
Dr Munro and Partners
Practice Code:
P92017
Signed on behalf of practice: Alison Cheetham
Date: 12th March 2015
Signed on behalf of PPG: Alan Mohring
Date: 12th 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, monthly PPG meetings
Number of members of PPG: 14
Detail the gender mix of practice population and PPG:
%
Practice
PRG
Male
6387
5
Female
6372
9
Detail of age mix of practice population and PPG:
%
Practice
PRG
<16
2161
0
17-24
1049
2
25-34
1329
0
35-44
1684
1
45-54
2053
2
55-64
1657
3
65-74
1749
4
> 75
1077
2
Detail the ethnic background of your practice population and PRG:
British
Practice
PRG
Irish
White
Gypsy or Irish
traveller
Other
white
White &black
Caribbean
Mixed/ multiple ethnic groups
White &black
White
African
&Asian
Other
mixed
14
Indian
Pakistani
Asian/Asian British
Bangladeshi
Chinese
Other
Asian
Black/African/Caribbean/Black British
African
Caribbean
Other
Black
Arab
Other
Any
other
Practice
PRG
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 continue to try to recruit new members in the age ranges that we have no current representation but are fortunate that most age ranges have
some representation. We are continuing to encourage more younger members to join the PPG and the PPG and the practice have a stand at
the annual Shevington and District Fete in August to help promote the PPG. We do not have many patients from other ethnic backgrounds and
the majority of our patients are White British. We do not have accurate statistics on ethnicity within the practice.
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:
2.
Review of patient feedback
Outline the sources of feedback that were reviewed during the year:
We reviewed feedback from NHS Choices, Friends and Family Test, Comments and suggestions from the PPG suggestion box and the surgery suggestion
box. The Practice also reviews any complaints received.
How frequently were these reviewed with the PRG?
Feedback is reviewed throughout the year and the suggestion boxes checked regularly.
3.
Action plan priority areas and implementation
Priority area 1
Description of priority area: To try to encourage greater use of Patient Access for internet booking of appointments.
What actions were taken to address the priority? The PPG members have attended the surgery and have given out leaflets to
patients in the waiting room about Patient Access and internet booking of appointments. They have been able to demonstrate the
use of Patient Access on their own devices to highlight the benefits of using the on-line booking. The PPG will continue to come
into the surgery at regular intervals to further promote the use of this system. The surgery has a new registration pack for new
patients that includes information on Patient Access which is mentioned in our practice leaflet given out as part of the pack. We
have leaflets displayed in the waiting room about Patient Access to try to encourage as many patients as possible to use this.
Result of actions and impact on patients and carers (including how publicised):
We currently have 50% (as at 13.3.15) of our patients registered to use Patient Access for on-line booking of appointments and
requesting repeat medication. This reduces the workload on the telephones which makes it easier for patients who do not have
internet access to contact the surgery. Our action plan and progress so far will be publicised on NHS Choices, the practice
website and the PPG noticeboard.
Priority area 2
Description of priority area:
To reduce the number of DNA’s.
What actions were taken to address the priority? As above the PPG members have attended the surgery to help publicise the
iPLATO service whereby patients will receive text reminders of appointments and are able to text a message to cancel if they no
longer need the appointment. This makes it easier for patients to contact the surgery to cancel appointments, reducing our DNA
rate and allowing us to offer cancelled appointments to other patients who need them. The practice along with the PPG are taking
part in the DNA Pilot which is being co-ordinated by the CCG and we are working with other practices within the borough to try to
reduce our DNA rate further. We have set up regular monthly searches which help us to monitor our DNA rates and can now
work out our % DNA rate each month compared to the number of patients seen.
Result of actions and impact on patients and carers (including how publicised):
We currently have mobile numbers for 41% (as at 13.3.15) of our patients and these patients are able to receive text reminders
about appointments and can cancel if no longer required. This allows us to offer these appointments to patients that need them.
Our action plan and progress so far will be publicised on NHS Choices, the practice website and the PPG noticeboard.
Priority area 3
Description of priority area: To help and support the practice in its re-development plans for the surgery.
What actions were taken to address the priority? The PPG have attended a meeting with Bridgewater CHC and the surgery to try
to progress our plans for the surgery re-development. This work will continue into next year and it is our intention to arrange a
meeting in the very near future with all interested parties to try to get our plans for expansion moving forwards. The practice is in
desperate need to expand in order to provide more primary care services to reduce the need for patients to attend secondary
care.
Result of actions and impact on patients and carers (including how publicised):
If we are successful in extending the premises we will be able to offer more services in primary care saving patients the need to
attend secondary care. This will improve the care we are able to offer to our patients and carers. The surgery environment will
also improve and facilities will be updated.
Our action plan will be publicised on NHS Choices, the practice website and the PPG noticeboard.
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):
Appointment waiting times – we increased the length of our appointments to 12 minutes as from 31st March 2014 due to the
comments we received about long waits in the surgery. We are continuing with 12 minute appointments but sometimes patients
need more time than this and some waiting is inevitable.
Triage system – we introduced a triage system in October 2014 when our Trainee ANP completed her training. We now have
greater capacity in a morning for urgent appointments and in the afternoon all patients requesting an emergency appointment are
triaged by our ANP who is able to give advice, see the patient herself or offer the patient an appointment with the duty doctor
depending on the problem. Any patients who are not deemed to be in need of an emergency appointment are either offered the
next available routine appointment or an urgent appointment for the following morning as appropriate.
4.
PPG Sign Off
Report signed off by PPG: YES
Date of sign off: 13th March 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?
Stand at local fete, Information screen in waiting room, both Practice and PPG newsletters, Friends & Family survey PPG
Chair attends local Community Association meetings.
Has the practice received patient and carer feedback from a variety of sources?
PPG has a Carers subgroup which meets monthly with local carers. PPG also has comments cards which are discussed
with the practice at PPG meetings.
Was the PPG involved in the agreement of priority areas and the resulting action plan?
Yes, PPG was involved in deciding priorities and this was discussed at the PPG meeting before finalised.
How has the service offered to patients and carers improved as a result of the implementation of the action plan?
Much improved telephone system implemented and changes to appointment system to meet patient feedback comments.
Do you have any other comments about the PPG or practice in relation to this area of work?
GP Partners attend the PPG meeting on a regular basis ensuring a two way dialogue between the surgery and patients.
PPG members are confident the practice views us and our activities as a positive asset to the practice and its patients and gives
us every support and assistance.
Please see attached Chairman’s report 2014/2015.
Alan Mohring
Chair Shevington Practice PPG
SHEVINGTON SURGERY
PATIENT PARTICIPATION GROUP
ACTION PLAN 2014/2015
The following areas were targeted under the agreed action plan:
Increase usage of Patient Access for booking of appointments – The PPG members will continue to attend the surgery to publicise the
Patient Access system and encourage more patients to use this. We currently have 50% of our patients registered to use the internet booking
system but are keen to increase uptake further. Use of the system will reduce the workload on the telephones so that it is easier for patients
who do not have internet access to contact the surgery and the telephones will be free to deal with other queries and emergencies.
To reduce the number of DNA’s – The PPG and the practice are working with the CCG on a DNA Pilot along with other practices in the
Borough as we are keen to reduce the number of patients that DNA appointments. We have a high demand for appointments and DNA’s
waste valuable GP and nursing time. The PPG will continue to attend the surgery to promote the use of the iPLATO text reminder service
which sends appointment reminders to patients who have registered a mobile number and agreed to use the iPLATO system. On receipt of
the reminder patients are able to cancel the appointment if it is no longer required which releases the appointment for someone else.
Currently 41% of our patients are able to receive text reminders about their appointments but we are keen to increase this number. We have
set up regular monthly searches to monitor the number of DNA’s as a percentage of the total number of appointments per month.
To help and support the Practice in its re-development plans for the surgery – the PPG is eager to support the practice in its wish to
extend the surgery premises and improve its facilities for its patients. The surgery needs to extend in order to be able to provide more
services in primary care so that its patients do not need to attend hospitals for some services which can be provided closer to home in a
surgery setting. We are in the process of trying to arrange a meeting with all interested parties to help progress this project.