Patient Participation Group

If you are interested in joining our Patient Participation Group please complete the registration form.

We are a 'virtual' group and communicate via email ( or post if you do not have an email address). We do not expect you to attend meetings, but we contact members from time to time to ask for your opinions and advice on the provision of health services at the Mill Road Surgery and Cherry Hinton Branch Surgery. We need young people, workers, retirees, people with long term conditions and people from non-British ethnic groups to cover as broad a spectrum of patients as possible. You may also contact us if you have a query or suggestion to share with the group.

Please click the link below to open the sign-up form and complete all the fields.

complete the form Complete the Patient Group Sign-up Form Online

If you prefer you can download the sign up form as a pdf document, print it out, complete it and return it to the practice.

download the pdf form Download the pdf version of our sign up form

MILL ROAD SURGERY and CHERRY

HINTON BRANCH SURGERY

Patient Participation Report

2013/14

Guidance notes

This report must be published on the Practice website and a copy submitted to england.ea-des-activity@nhs.net by no later than 31^st March 2014.

(This report should be used as a standard report template. It is annotated throughout to ensure the required information is documented appropriately. These guidance notes will be in grey and should be removed from the version uploaded onto your website to make the report easier for patients to read)

1. Maintaining the Patient Reference Group (PRG)

A summary of the process in place to annually review the practice profile to ensure the group is as representative as possible and, if not, the continuing recruitment process used to demonstrate every effort has been made to engage with any unrepresented groups.

2. Method and Process for Agreeing Priorities for a Local Practice Survey

The method the Practice adopted to seek the views of the PRG in determining the priority areas for

the Practice to look at to include in a local annual practice survey.

3. Details and Results of the Local Practice Survey

A description of the local practice survey, how it was carried out, as well as details of the survey

results.

4. Discussing Survey Results with the Patient Reference Group (PRG)

Details of how the Practice consulted with the Patient Reference Group (PRG) on the survey findings

5. Agreeing an Action Plan with the Patient Reference Group (PRG)

Details of the agreed action plan setting out the proposals arising out of the local practice survey

results and how they can be implemented. Details of any issues that arose in the survey that cannot be

addressed in the action plan and the reasons why.

6. Publishing the Local Patient Participation Report on the practice website by the 31.03.14

Details of where this Report has been published and also details of the Practices opening hours and how patients can access services.

7. Practice Declaration

Confirmation that the Local Patient Participation Report is a true and accurate representation of the

work undertaken to fulfil the requirements of the Patient Participation DES 2013/14

1. Our Patient Participation Group

1.1 If this is the first year of your PRG, has a constituted structure been developed to reflect the practice population and to obtain feedback? How were representatives sought and what work was carried out to engage with any underrepresented groups?

N/A

1.2 If this is not your PRG’s first year, is the PRG still representative of the practice population? If there are underrepresented groups, how does the practice try to engage with them?

Information posters in waiting rooms and on practice website detailing how to join – but we are managing to recruit across the practice population. Our forthcoming newsletter also has a section on the PRG.

Guidance Notes: Practices must strive to engage and encourage feedback from patients that extend beyond a mix of just age/sex and ethnic origin. These could include patients from marginalised or vulnerable groups such as elderly patients, patients with a learning disability or other disability and those with various social factors such as working patterns, employment status and carers etc.

Component 2. Method and Process for Agreeing Priorities for the Local Practice Survey

Guidance notes: Agree areas of priority with the Patient Reference Group (PRG)

Component 2

As part of component 2 of the DES Practices are required to agree which issues are a priority and include these in a local Practice Survey.

The PRG and the Practice will shape the areas covered by the local practice survey. The areas covered in the local practice survey will, therefore, need to be agreed jointly based on key inputs and including the identification of:

· Patients priorities and issues

· Practice priorities and issues including themes from complaints

· Planned Practice changes

· Care Quality Commission (CQC) related issues

· National GP and/or Local Patient Survey issues

2.1 How were the views of the PRG sought to identify the priority areas for the survey questions i.e a meeting, via email, website etc?

PPG were emailed a draft copy of the survey prior to the start date

2.2 How have the priorities identified been included in the survey?

Agreement was reached as to the questionnaires content – assuring that relevant areas were covered.

Step 3. Details and Results of the Local Practice Survey

Guidance Notes: Collate patient views through the use of a survey

Component 3

As part of component 3 of the DES Practices are required to collate patients views through a local practice survey and inform the Patient Reference Group (PRG) of the findings.

The Practice must undertake a local Practice survey at least once per year. The number of questions asked in the local practice survey will be a matter for the Practice and the PRG to agree. Questions should be based on the priorities identified by the PRG and the Practice.

3.1 Was a survey carried out between 01.04.13 and 31.03.14?

The survey was conducted between October – December 2013

3.2 What method(s) were used to enable patients to take part in the survey (i.e survey monkey, paper survey, email, website link) and why?

The survey was printed and handed out to patients attending during the chosen time period. A link was also emailed to the PPG for their completion and made available on the practice website for other patients between October – December 2013.

3.3 Was the survey credible (was the response rate sufficient to provide ‘the reasonable person’ with confidence that the reported outcomes are valid)?

150 patients completed the survey in the given time enabling a report to be collated from their response.

3.4 Please provide a copy of the survey and the analysis of the results of the survey.

Survey: Analysis Report:

Component 4. Discussing Survey Results with the Patient Reference Group (PRG)

Guidance notes: Provide the Patient Reference Group (PRG) with the opportunity to discuss survey findings and reach agreement with the PRG of changes to services.

Component 4

As part of component 4 of the DES Practices are required to provide the Patient Reference Group (PRG) with the opportunity to comment and discuss findings of the local practice survey and reach agreement with the PRG of changes in provision and manner of delivery of services. Where the PRG does not agree significant changes, agree these with the PRG.

4.1 How were the survey results discussed with the PRG and any proposed outcomes agreed?

The PRG were sent an email each with the analysis data and a draft action plan attached, feedback of their views and suggestions were invited for further discussion.

Component 5. Agreeing an Action Plan with the Patient Reference Group (PRG)

Guidance Notes: Agree an action plan with the Patient Reference Group (PRG) and seek PRG/AT agreement to implement changes.

Component 5

As part of component 5 of the DES the practice is required to agree with the PRG an action plan setting out the priorities and proposals arising out of the local patient survey. They are also required to seek agreement from the PRG to implement any changes and where necessary inform the PCT.

5.1 What action plan was agreed and how does this relate to the survey results?

Agreed action plan attached:

5.2 How was the PRG consulted to agree the action plan and any changes?

As in 5.1 above. No amendments or changes were received from the PPG following their reading of the draft plan and the final plan was therefore agreed.

5.3 If there are any elements that were raised through the Survey that have not been agreed as part of the action plan what was the reason for this?

None

5.4 Are any contractual changes being considered? If so please give details and confirmation that these have been discussed with the AT.

None

Step 6. Publishing the Local Patient Participation Report

Guidance Notes: Publicise actions taken and subsequent achievement

Component 6

As part of component 6 of the DES the practices is required to publicise this Local Patient Participation Report on the Practice website and update the report on subsequent achievement by no later than 31/03/2014. A copy must also be sent to the AT by then.

6.1 Are there any further actions that have occurred from the:

2011/12 Action Plan

(Practice did not take part in year 1)

2012/13 Action Plan

Instigation of telephone slots, advance booking extended to 4 weeks, further online slots added and additionally to last year some slots now being released at 6pm on the day before to aid patients wishing to be seen early next morning. Removal of radio from Mill Road waiting room.

In addition the Practice is required to provide details of Practice opening hours and how Patients can access services through core hours

6.3 What are the practices opening hours and how can patients access services during core hours (8am-6.30pm)

Mill Road Surgery (Mon-Fri): Telephone lines open 08.00-12.30 & 14.00-18.00 (between 12.30-14.00 accesses to duty GP via mobile diverted call system). Doors open 08.30-12.30 & 13.30-18.00

Cherry Hinton Surgery (Mon,Tue,Wed,Fri) Telephone lines open 08.30-12.30 & 14.00-17.00 (Thur) 08.30-13.00. Doors open 08.30-12.30 & 13.30-17.00 exception of Thursday 08.30-13.00 (closed PM). Additional cover during access hours is provided by Mill Road Surgery.

Both surgeries when closed have a recorded message giving OOH emergency service details and contact number.

Where a Practice is commissioned to provide Extended Hours the Practice is required to confirm the times at which patients can see individual health care professionals

6.4 Do you provide extended hours? If so, what are the timings and details of access to Health care Professionals during this period.

The practice has provided 2.45 extended hours per week. Mill Road: Monday and Thursday 07.30-08.00 nursing clinic. Cherry Hinton: Saturday Morning’s 09.00-11.00 GP surgery

Extended service advertised on both practice website and NHS Choices website and practice leaflet

7. Practice Declaration – this is only required as part of the report submitted to the AT

The Practice confirms that the above report is a true and accurate reflection of the work undertaken as part of the Participation DES 2013/14 .

Signed and submitted to the PCT and published on the Practice website on behalf of the Practice by:

Name:Jenny Clover………

Surgery code: D81017…………Date: 17/03/2014

Website: …www.millroadsurgery.co.uk

FOR AT USE ONLY

Date Report Received by the AT: _________________________________ Receipt Acknowledged by: ______________________________________

Report published and evidenced on Practice website by required deadline: ______________________________________________________________

SURVEY RESULTS CAN BE VIEWED FROM THE PATIENT PARTICIPATION REPORT PAGE.

This is our Action Plan arising from the survey.

MILL ROAD SURGERY ACTION PLAN

ARISING FROM RESULTS OF 2014-2015 PATIENT SURVEY

The survey was carried out during March 2015 to enable as wide a practice population as possible to take part to patients who visited the surgery, via a link to an electronic version sent by email to members of the patient participation group; to patients visiting the practice website.

We received 113 responses, on paper and electronically. The paper responses were input to the electronic survey, and a report compiled.

Key Findings (positive and negative)

93% of patients would recommend the surgery to someone who has moved into

the area.

Clinical care :

• 98% had confidence/trust in the doctor/nurse that they saw

Appointments and Access:

68% were able to see a doctor/nurse the next day or within 2 working days (25% said that they couldnt)
89% patients said that they felt it was easy/fairly easy to get through on the telephone
61% say it is easy/fairly easy to speak to a doctor on the telephone(6/% say it is not and 33% have never tried)
41% find it easy/fairly easy to book appointments on-line
61% are not aware that they can book appointments on-line.

Reception:

• 96% are satisfied with the service provided by the receptionists

Prescription ordering:

• 66% are aware that they can order repeat prescriptions on-line and/or nominate a designated pharmacy (31% were not aware)

ACTION

1. Promote patient awareness for using the on-line booking service for GP appointments.

2. Aim to improve patient waiting times for booked appointments including raising patient awareness of one appointment/one problem

3. Promote patient awareness of ordering repeat prescriptions on-line and nominating a designated pharmacy

Click here for General Practice Survey 2014-2015 Results

Annex D: Standard Reporting Template

Taken from; GMS Contract 2014/15, Guidance and Audit requirements, NHS England Gateway reference: 01347

East Anglia Area Team

2014/15 Patient Participation Enhanced Service Reporting Template

Practice Name: MILL ROAD SURGERY

Practice Code: D81017

Signed on behalf of practice: Lorna Gardiner Date: 31/3/15

Signed on behalf of PPG/PRG: Jill Crossley Date: 31/3/15

(no scanner available for copy with signatures)

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)

EMAIL/WEBSITE

Number of members of PPG:

Detail the gender mix of practice population and PPG:

%	Male	Female
Practice	2846	2759
PPG	8	15

Detail of age mix of practice population and PPG:

%	<116	17-24	25-34	35-44	45-54	55-64	65-74	>75
Practice	1051	567	1194	1019	726	436	346	266
PPG			2	9	4	5	3

Detail the ethnic background of your practice population and PPG:

	White				Mixed/ multiple ethnic groups
	British	Irish	Gypsy or Irish traveller	Other White	White & Black Caribbean	White & Black African	White & Asian	Other mixed
Practice	3553	68		345	53	87	67	193
PPG	19			3

	Asian/ Asian British					Black/African/Caribbean/Black British			Other
	Indian	Pakistani	Bangladeshi	Chinese	Other Asian	African	Caribbean	Other Black	Arab	Any Other
Practice	285	73	15	82	38	13	10	2		41
PPG					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:

We advertise on the practice website and within the practice to all categories of patients and feel we are beginning to build an appropriate representative group of patients.

Details of the PPG and application form included in the new patient registration packs.

Our group comprises of a good mix of age ranges and also incorporates LGBT patients as well as sight impaired.

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 (Lesbian Gay Bisexual Transgender) 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:

Feedback is reviewed from the surgery website and Choices website, Friends and Family Test, patient surveys, comment slips and complaints.

How frequently were these reviewed with the PPG?

The PPG are a virtual group therefore information is emailed on a regular basis to keep them informed.

Action plan priority areas and implementation

Pririty area 1

Description of priority area: Promote awareness of on-line GP appointment booking service

What actions were taken to address the priority?

Posters displayed in waiting area, information on website, reception team to ask on patient contact if they would like to register for the service. Details included in new patient registration packs.

Result of actions and impact on patients and carers (including how publicised):

Increase in patients using on-line services

Easier access for patients when booking appointments

Time saving for patients and carers.

Priority area 2

Description of priority area: Aim to reduce waiting times for booked appointments and promote one appointment for one problem with patients.

What actions were taken to address the priority?

Actively promote one appointment for one problem on the surgery website, Choices website and through posters in the waiting areas.

GP’s to request patients book another appointment if more time is required.

Result of actions and impact on patients and carers (including how publicised)

Leading to less complaints

Patients less frustrated

Priority area 3

Description of priority area: Promote awareness of on-line repeat prescription ordering service

What actions were taken to address the priority?

Result of actions and impact on patients and carers (including how publicised):

Increase in patients using on-line services

Easier access for patients when ordering prescriptions

Time saving for patients and carers.

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):

The Practice is still keen to migrate from a virtual group to a PPG that meets at the practice. It might be that we have two groups to incorporate the branch surgery patients or one group representative of both.

Looking back on previous years’ work we have continued to progress with patient access, with the introduction of telephone slots and more on-line booking slots available. At present this is still only open to GP appointments and although some patients have requested some nurse slots this has been more difficult to implicate as there are rules around the need to book double or triple slots for some procedures. It might be possible however to advertise some routine blood test slots. Patients are also able to order prescriptions on line and also routinely communicate via the email system with queries and sending in questionnaires on Asthma and Travel Health which helps speed up appointments. Now incorporating access to the patient’s summary card record we believe this is an exciting development in patient care enabling them to self-manage and become more involved. Another aspect would be to enable access to some test results and these are all factors the practice will be considering and rolling out in the near future.

We continue to offer extended opening hours to our patients and have included one evening a month this year along with the Saturday morning and early morning openings. These are quickly filled and have been popular. We will make a decision this year as to opening over the lunch period too which has been requested by some patients, although this hour gives us time to meet and to catch up with work ready for the afternoon opening.

We removed the radio from the waiting room at Mill Road at patients request, but our Branch Surgery patients still continue to enjoy having a radio on in their waiting room.

This year at our Flu Clinics we invited the Carer’s Trust to come along and meet and mingle with our patients and this proved to be very popular and worthwhile. The feedback from patients was positive and the Trust were able to advertise their services in an informal setting. We plan to incorporate this again in next year’s sessions.

Going forward we feel positive about expanding our PPG and inviting more participants to join and gain a greater cross section of patients

PPG Sign Off

Report signed off by PPG: YES

Date of sign off: 31/3/2015

How has the practice engaged with the PPG

Through regular email and website communications.

How has the practice made efforts to engage with seldom heard groups in the practice population?

Every effort has been made to engage with seldom heard groups in the practice population through posters, website and new patient registration packs.

Has the practice received patient and carer feedback from a variety of sources?

Yes, patient surveys, comment slips, Friends and Family Test, website feedback, complaint

Was the PPG involved in the agreement of priority areas and the resulting action plan?

Yes the PPG were involved via email communication.

How has the service offered to patients and carers improved as a result of the implementation of the action plan?

Patients that were not aware of the services available especially on-line GP appointment booking and ordering prescriptions online have much easier access and it saves them time. It also allows patients to manage their appointments and prescriptions at a time when it suits them.

Do you have any other comments about the PPG or practice in relation to this area of work?

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