Annex D: Standard Reporting Template
Kent and Medway Area Team 2014/15 Patient Participation Enhanced Service – Reporting Template
Practice Name: New Hayesbank Surgery
Practice Code: G82087
Signed on behalf of practice: Dr Chris Powell Date: 30/3/15
Signed on behalf of PPG: Mr John Bridle Date: 2/4/15
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 & E-mail
Number of members of PPG: 45 members of PPG group & 15 members of the virtual group
Detail the gender mix of practice population and PPG: Detail of age mix of practice population and PPG: We do not ask the age of our PPG members. Though the majority are 60 or above. % Male Female Practice 7924 8539 % <16 17-24 25-34 35-44 45-54 55-64 65-74 > 75 PRG 18 27 Practice 3470 1552 2166 2137 2353 1863 1593 1329 PRG N/A N/A N/A N/A N/A N/A N/A N/A Detail the ethnic background of your practice population and PRG: Only 3223 patients have ethnicity status recorded in their record. Of these 58 have no ethnicity stated. We do not ask the ethnicity of our PPG. However, the majority of the PPG are White British.
White Mixed/ multiple ethnic groups British Irish Gypsy or Irish Other White &black White &black White Other traveller white Caribbean African &Asian mixed Practice 2488 23 0 189 13 23 19 38 PRG N/A N/A N/A N/A N/A N/A N/A N/A
Asian/Asian British Black/African/Caribbean/Black British Other Indian Pakistani Bangladeshi Chinese Other African Cari Other Black Arab Any Asian bbe other an Practice 43 8 4 12 238 40 21 9 0 72 PRG N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A
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 Patient Participation Group (PPG) is made up of patients primarily over the age of 60 although there are members in their 30’s and 40’s plus one member in their 20’s and one teenage member. Members of the group have many different health needs including long-term conditions ranging from diabetes to visual and hearing impairment and learning disabilities.
Additionally, the group is also made up of a number of patients who participate in the PPG as a “virtual participant”. They do not attend the meetings but members do receive all information and participate in surveys and are regularly invited and encouraged to contribute with ideas and suggestions.
The practice continues to try and recruit patients with young families and ethnic minority groups.
To ensure that all groups are represented, the practice continues to invite patients to join via newsletter, website, posters and invitation at point of registration.
There is a PPG notice board in the waiting room which contains minutes and other articles of interest to the PPG.
The practice advertises the PPG on the callboard.
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
If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful:
The practice has a large number of Nepalese patients and we have representation from the Nepalese Community within the virtual group.
2. Review of patient feedback
Outline the sources of feedback that were reviewed during the year: The practice encourages patients to leave feedback\comments by use of patient comment slips, customer satisfaction surveys, practice website and the IWantGreatCare website. These together with complaints received by the practice are considered for discussion at the PPG.
How frequently were these reviewed with the PRG? PPG meetings are held quarterly. Any issue that is raised via the sources named above is considered for sharing with the PPG. The PPG decided at the last meeting that all comments raised via the friends and family survey would be discussed at group meetings. Action plan priority areas and implementation
Priority area 1
Description of priority area: Late Prescription Requests: The practice faces an increasing problem with late prescription requests, particularly on Friday afternoons.
What actions were taken to address the priority?
A notice was displayed informing patients that two working days are required when ordering medication.
An article was published in the practice newsletter.
Result of actions and impact on patients and carers (including how publicised):
The information was published via the use of posters and newsletters. The actions resulted in greater patient understanding of the problem, patient education of the practice systems and will hopefully reduce the number of late requests.
It was felt that the actions taken were successful and supported the practice processes already in place. Priority area 2
Description of priority area: Merger of Canterbury & Ashford CCG’s
The PPG had concerns about the proposed merger between Ashford and Canterbury CCGs and the effect it would have on Ashford CCG delivering locally focussed initiatives.
What actions were taken to address the priority?
An extraordinary PPG meeting was arranged to discuss the PPG’s concerns at the request of the PPG.
Result of actions and impact on patients and carers (including how publicised):
The meeting enabled our PPG to decide how it felt about the issue and how they wanted to be represented at the Ashford PPG meeting. The discussion also highlighted that the PPG felt there had not been enough patient consultation before the merger process was started.
The practice also fed back at the bi-monthly CCG meeting that the PPG group had felt excluded from initial discussions on this very important matter.
The result was that the Ashford CCG is very aware of the PPG’s thoughts and will ensure they are included at an earlier stage of future decisions affecting the CCG. Priority area 3
Description of priority area: Practice Website/Online Services:
What actions were taken to address the priority?
The practice had a new website created to address the action points raised in previous patient surveys and by the PPG. The website now allows the ordering of prescriptions, booking of appointments, changing of addresses and registering for the patient group and practice newsletter. The website also allows access to the latest IWantGreatCare reviews.
Online services now include access to patient’s electronic records.
Result of actions and impact on patients and carers (including how publicised):
Patients have fed back on how user friendly the new website is and how reliable the online services are since the changeover.
The practice gets a large number of views on its website and is able to update information for patients quickly and easily.
New functionality available on the website was advertised in the practice newsletter.
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): 3. PPG Sign Off
Report signed off by PPG: YES
Date of sign off: 2/4/15
How has the practice engaged with the PPG:
The practice has actively sought the input from the PPG into the Patient Satisfaction Survey carried out.
The practice is readily responsive to requests for extraordinary meetings to discuss urgent issues when they arise.
The practice demonstrates commitment to the PPG by always ensuring a senior partner attends meetings