Download reporting template - Moor Park Medical Practice

Annex D: Standard Reporting Template
Bradford City Area Team
2014/15 Patient Participation Enhanced Service – Reporting Template
Practice Name: Moor Park Medical Practice
Practice Code: B83661
Signed on behalf of practice:
Ann-Marie Rose
Signed on behalf of PPG:
1.
Date:24.02.15
Date:24.02.15
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) Face to face, Letters, Advertisement reception and around building
Number of members of PPG: 9
Detail the gender mix of practice population and PPG:
%
Practice
PRG
Male
1488
4
Female
1428
5
Detail of age mix of practice population and PPG:
%
Practice
PRG
<16
953
0
17-24
414
1
25-34
450
0
35-44
435
3
45-54
294
0
55-64
202
0
65-74
90
1
> 75
78
4
Detail the ethnic background of your practice population and PRG:
Practice
PRG
Practice
PRG
British
Irish
405
5
0
White
Gypsy or Irish
traveller
0
Indian
Pakistani
111
2285
4
Other
white
1
Asian/Asian British
Bangladeshi
31
White &black
Caribbean
5
Mixed/ multiple ethnic groups
White &black
White
African
&Asian
5
11
Other
mixed
19
Chinese
Other
Asian
Black/African/Caribbean/Black British
African
Caribbean
Other
Black
Arab
9
5
6
0
3
1
Other
Any
other
19
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:
The Practice has continued to try and build a varied and well represented PPG encouraging patients in terms of gender,
age and ethnic background, different medical conditions, long term conditions and chronic disease’s which are managed
at the surgery and carers. We have one patient in the group who has a carer and they regularly attend our meetings. The
Practice manager and administration team have attended Open Days held by different organisations e.g. Health visitor
Open Day where we met new mums and dads of all different ages and grandparents, all were encouraged to join the PPG
and information was given out asking them to promote the PPG to the community, we also attended Sure Start and
Womenzone. We invited people from the following organisations to our PPG meetings and to meet with the Practice
Manager and staff these were Alcohol Primary Care, Inspired Neighbourhoods, Calling Carers, Telecoaching, Alcohol,
CHAS. At each of these events the PPG was advertised and people encouraged to join. The practice is in regular contact
with the District nurse team, community matron and school nurse team and we liaise with them for palliative care patients,
housebound patients, young patients and old patients. The teams regularly come in contact with our patients and carers
and they have been asked to encourage patients to join the PPG.
The Practice Advertises the PPG on posters around the surgery
The Practice Advertises the PPG on the Call Board asking for new members
Printed on B Side of prescriptions at different times throughout the year
Discussed at Administration meetings
Discussed at Practice meetings
All staff encourage patients and carers to join the PPG at every opportunity e.g. appointments, telephone conversations
and face to face contact
All staff encourage patients and carers to spread the information of the PPG by word of mouth to friends and family
Information letters and forms to join the PPG are on reception
The Practice has looked at the groups which are not being represented at the PPG and patients from these groups have
been encouraged to join.
Invitations to join the PPG for the under representative groups are sent out with other letters from the surgery.
The Practice manager reviews the PPG regularly and keeps in contact with them through telephone, face to face ,letters.
The PPG meet every 3 months and the Practice has had 4 meetings this year
Letters and Agenda’s are sent to all the PPG
Meetings held at different times of day to accommodate different groups of people e.g. elderly, working and young people
Details for the Meeting of the Governing Body Meetings are sent out to all PPG members
We have a Comments, Compliments and Complaints Box on reception
Friends and Family Test questionnaires on reception
Carers – Display on notice board about PPG
A report on carers was taken from systemone and these patients were contacted to discuss becoming part of the PPG
Practice learning time sessions – Carers Uk come to the practice
We have recruited 3 New members for the PPG this year and these patients are male and female patients from different age
groups and ethnic backgrounds with different medical and long term conditions. As we are a small practice the staff
recognises the patients who are part of our PPG and therefore discuss any issues with them opportunistically and ask
them to bring them to the meetings. We as a practice will continue to try and build our PPG and engage with them in what’s
happening at the surgery.
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? YES
During this year 2014/15 we have picked up from our reporting on having a high populated Pakistani/British - Pakistani patient list.
From this list we have picked up on the elder generation Pakistani patients with English being their second language and have
addressed this. One of the difficulties was translating the importance of self care management and having routine checks. For
example explaining Diabetes, BBD and the nine care processes also the importance of coming for recalls and medication checks.
Staff members able to translate for patients and carers whose first language is not English
Translate in Consultations, face to face or by telephone
Encourage patients to take a more active role in the Practice with the PPG and promote by word of mouth within the area and
community.
Self Care – Manage conditions
Posters displayed in different languages
Leaflets in different languages
SMS messages
Comments, Complaints and Compliments – addressed and made change implemented accordingly
Patients happy and comfortable when visiting the surgery knowing we have people to translate.
Safe, welcoming environment
In the coming year 2015/16 the practice will continue to recruit groups of patients and carers from all different age ranges and will
encourage carers to join the group. W will be concentrating on the 25-34 year olds as this has got the most number of patients in
(450) and we currently don’t have any patients in the PPG from this group. We will liaise with the Health visitors through baby clinics,
meetings and other events throughout the year e.g. Open Days and try to encourage new mums and dads to join the PPG.
2.
Review of patient feedback
Outline the sources of feedback that were reviewed during the year:
Care Quality Commission inspection
Friends and Family Test
NHS Choices
Comments, Compliments and Complaints – All replied to by Practice manager, learning points discussed at administration and
practice meetings.
Complaints
Significant Events
Appraisals
PPG – Meetings
Carers Board
Patient Engagement
Administration Meetings
Practice Meetings
How frequently were these reviewed with the PRG? Quarterly at PPG Meetings
17.06.14
28.08.14
28.10.14
24.02.15
3.
Action plan priority areas and implementation
Priority area 1
Description of priority area:
The Practice recognised that we had a large number of DNA’s even though the patients are reminded by SMS message and
telephoned on the day about their appointments.
DNA’s were discussed with PPG last year and a new system was implemented taking into consideration all comments ideas and
suggestions from the PPG the system is proving to work well and our DNA’s have reduced. We will continue to improve on the
system and follow up patients at every opportunity.
All DNA’s are followed up – Patients do not always realise the impact DNA’s has on our appointment system
Posters Displayed on reception showing DNA figures for month
Posters Displayed on Notice Board showing DNA figures for month
DNA’s advertised on call board
Patients DNA’s followed up by letter, telephone calls and appointments
Good Communication needed at all times between patients and the Practice- Patient Engagement Lead
Positive Feedback from patients regarding DNA’s through face to face, telephone and compliments, complaints and comments
box
Some negative feedback when patients don’t understand the impact DNA’s has on appointments but Practice Manager and other
members of the administration team are always happy to chat to patients and explain this.
Care Quality Commission Team Visited the Practice and commented on the DNA system the Practice has put in place over the
last year and how it is improving the level of DNA’s
Discussed the DNA’s at PPG meetings again this year and reported back to the group on how things have improved we also
asked for any more input and ideas
What actions were taken to address the priority?
New system put in place
All DNA’s followed up
Patients sent 3 letters
After second letter Practice Manager informed
Practice Manager to speak with patient
Administration staff and Practice Manager are happy to discuss DNA’s with patients and explain impact on appointment system
Patients are reminded that if they constantly DNA they may be removed from our surgery list although this is last step and is rarely
needed.
All staff to speak to patients opportunistically if they constantly DNA explaining the impact DNA’s have on the number of
appointments we offer
Online Services – implemented so patients can book online and cancel appointments
DNA posters put up around the surgery informing patients of How Many DNA’s in last month
SMS messages sent when patient makes an appointment
SMS reminders sent day before the appointment
Reception staff ring patients on the day reminding them of appointments
GP’s , Advanced Nurse Practitioner, Nurse, Practice manager and reception team are all aware of system and work together
DNA’s advertised on call board
Carers board –advertising Online services to book and cancel appointments at their convenience
Result of actions and impact on patients and carers (including how publicised):
DNA’s reduced – figures displayed on reception, call board and news letter
Patient awareness – impact on appointments
Improved figures due to patients ringing and cancelling their appointments instead of just not attending
Online Services – patients use online services to make appointments at a time that suits them
Online Services – patients can cancel appointments online at their convenience
More appointments to offer patients due to DNA reduction
Carers – newly registered as carers are made aware of the new online services which will help them in their caring role to make
and cancel appointments, order prescriptions and gaining other information on line easily.
Carers can access appointments at times that are suitable for them and work in partnership with the patient and the practice
Advertise carers information on notice boards, reception, call board, practice leaflet – making it easier for them to gain information
Having reduced our DNA’s has had a positive impact on how many appointments we offer, patients are now more aware of how
important it is to cancel appointments if they are unable to attend. Advertising this at the PPG meetings and asking them to take
this information back out into the community has helped reduce the problem.
Implementing the Online Services for our patients has been a bonus and slowly our patients are now booking and cancelling
appointments online. We are hoping this service will be used more in the future. Patients are encouraged to sign up for this service
when speaking to reception on the telephone or face to face. All staff encourage patients to sign up so it makes it easier for them
to access the surgery appointments and cancel them if necessary.
Priority area 2
Description of priority area:
Online Services
What actions were taken to address the priority?
New Website for 2014/15
Online Services can now be offered to patients
Discussed at PPG Meetings
Patients input and comments
Posters advertising Online services around the surgery
Online Services printed on prescriptions
Leaflets on reception explaining How To Register for Online Services
Staff to encourage patients to register for Online Services
Practice Leaflet
Practice news letter
Carers Board – online services advertised on notice board- how to register
Result of actions and impact on patients and carers (including how publicised):
More Choice
Easy pressure off the telephone lines
Appointments times monitored by Practice manager
Appointments changes made to adapt to patients needs
Staff encourage patients to register for online Services and help if needed
Appointments can now be booked online
Appointments can now be cancelled online
Pre bookable appointments Online
Prescriptions can be ordered Online
No need to telephone the surgery
Time management
Patients and carers can book appointments, cancel, order prescription and get summaries at their own convenience
Moving with technology and updated systems
Giving the patients a better and more efficient service
Less telephone calls so lines are not engaged first thing on a morning
Patients have easier access to appointments and prescriptions
Patients are given easy instructions on how to register for Online Services
Carers – newly registered as carers are made aware of the new online services which will help them in their caring role to make
and cancel appointments, order prescriptions and gaining information easily.
More efficient service for carers and patients
Carers can access appointments at times that are suitable for them and work in partnership with the patient and the practice
Advertise carers information on notice boards, reception, call board, practice leaflet – making it easier for them to gain information
Advertised:
NHS Choices
Practice leaflet
Practice News Letter
SMS messages
Face to Face
Telephone contact
Practice Website
Notice Boards
Call Screen
Prescriptions
Notice board for Carers
Priority area 3
Description of priority area:
NHS 111 and A&E services
Discussed at PPG meeting – patient ideas and comments, discussed impact of patients using NHS 111 and A&E instead of their
surgery. Try to get the message across to patients to use the Pharmacy first scheme and GP’s as their first point of call.
Only use A&E and 999 in a life threatening emergency
What actions were taken to address the priority?
Discussed at PPG meetings
Winter Pressure – The Practice signed up to take part in the Winter pressure scheme
Saturday Mornings – from November to March 2015 the surgery was open on a Saturday morning
A&E attendances monitored and followed up by GP and Practice manager each month
Patients encouraged to Use the Pharmacy First Scheme for minor ailments
Avoiding unplanned emergency admissions DES – system put in place
Children with Complex Care needs LES – system put in place
Letters sent to patients regarding inappropriate use of A&E
Letters sent to patients regarding inappropriate use of Ambulance service
Practice Manager to monitor repeat attendees at A&E and follow up
Risk stratification tool used to look at A&E high attendees
MDT meetings attended and patients discussed
Posters displayed around the surgery advertising the new service and dates
Advertised on Call Board
Printed on Prescriptions
Staff informed patients, face to face and over telephone
Practice news letter
Result of actions and impact on patients and carers (including how publicised):
PPG took the information back out into the community
Patients are now more aware to use Pharmacy First as a first point of call for minor ailments
Self Care – patients now more aware of this as promoted throughout surgery Self Care Week brought to patients attention
Survey completed for Saturday Morning surgery and positive results from patients
Advertise patients self care – order prescriptions in advance especially on bank holidays
Self manage care – patients educated by all staff on managing own care and making sure they don’t run out of medication so less
likely to use NHS111 and A&E
Less pressure on NHS 111 and A&E for minor ailments and medication
Saturday morning surgery stopped a number of patients attending out of hours services
Saturday morning surgery stopped a number of patients attending A&E
Positive feedback by patients who find it difficult to attend surgery during the week and therefore sometimes use A&E our Out of
hours
Saturday morning surgeries eased the pressure of work on a Friday due to being able to offer appointments on Saturday morning
Saturday morning surgeries eased the pressure of work and telephone calls on Monday mornings as patients seen on Saturday
Carers – Information for carers and patients is advertised on the carers notice board at the surgery
Carers as well as patients are informed of contacting the Practice and use of Pharmacy first instead of using NHS 11 and A&E
Carers aware of Emergency appointments available on the day.
Carers can access appointments at times that are suitable for them and work in partnership with the patient and the practice
Advertise carers information on notice boards, reception, call board, practice leaflet – making it easier for them to gain information
Staff members to inform new carers and new patients of changes implemented regarding NHS 111, Out of hours and A&E
Advertised by:
Surgery Website
NHS choices
Out of hours refer to Saturday morning surgery
Practice News letter
Telephone encounters
Face to Face contact with patients
Call Board
Prescriptions
Notice Board
Local Pharmacies informed
Carers 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):
DNA’s discussed at PPG meetings last year and comments and ideas from these meeting have been implemented
New system now in place and is proving to be working well.
DNA’s reduced
Patients are now more aware of the impact DNA’s have on appointments
Communication between patients and the surgery has improved through the PPG and advertising around the surgery
Improved services – online
Telephone Lines quieter first thing in morning
To help reduce the pressure on out of hours services, NHS 111 and A&E attendances. The practice implemented systems themselves and through the
CCG for Unplanned emergency admissions and repeat attendee’s of A&E being monitored by the practice. We also took part in the Winter Pressure
programme where we opened Saturday’s throughout November 2014 to March 31st 2015
The Practice Manager and Patient Engagement lead at the surgery have been continually looking at ways to help our patients find the right services,
charities and organisations. We continue to look at ways to work together and help support groups of patients and carers who sometimes find it difficult
to engage with any services.
Networking
Invite Charities, support services and other outside services to the MDT meetings
Invite Charities, support services and outside agencies to PPG Meetings
Charity websites
Community working
Carers
MDT Meetings – Practices all working together
4.
PPG Sign Off
Report signed off by PPG: YES
Date of sign off: 24.02.15 with PPG at meeting
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?
Collaborative working with other practices and agencies