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 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)

 

  1. 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:

          

 

23

       

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?

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 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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