Patient Participation Enhanced Service - Reporting Template

Standard Reporting Template

Bristol, North Somerset, Somerset and South Gloucestershire Area Team 2014/15 Patient Participation Enhanced Service – Reporting Template

Practice Name: Longton Grove Surgery

Practice Code: L81043

Signed on behalf of practice: Eloise Poynter (Practice Manager) Date: 20/03/2015

Signed on behalf of PPG: Mike Cooper (Chair) Date: 20/03/2015

1. Prerequisite of Enhanced Service – Develop/Maintain a Patient Participation Group (PPG) Does the Practice have a PPG and/or PRG? YES

Method of engagement with PPG and/or PRG: Face to face

Number of members of PPG and/or PRG: 7

Detail the gender mix of practice population and PPG and/or PRG: Detail of age mix of practice population and PPG and/or PRG:

% Male Female % <16 17-24 25-34 35-44 45-54 55-64 65-74 > 75 Practice 3218 3185 Practice 1031 342 573 743 737 618 765 691 PPG 2 5 PPG 0 0 0 0 0 2 4 1

Detail the ethnic background of your practice population and PPG and/or PRG:

White Mixed/ multiple ethnic groups Gypsy or Irish Other White &black White &black White Other British Irish traveller white Caribbean African &Asian mixed Practice 1212 22 0 285 5 1 8 20 PRG 7 0 0 0 0 0 0 0

Asian/Asian British Black/African/Caribbean/Black British Other Other Other Any Indian Pakistani Bangladeshi Chinese African Caribbean Arab Asian Black other Practice 31 2 0 20 31 14 11 0 0 72 PRG 0 0 0 0 0 0 0 0 0 0

Describe steps taken to ensure that the PPG and/or PRG is representative of the practice population in terms of gender, age and ethnic background and other members of the practice population:

Longton Grove has had a Patient Reference Group since early 2012. The group meets face to face on a regular quarterly basis with additional adhoc meetings where necessary. The group has allowed the practice to foster closer links with our patients, enabling patients to work alongside the practice to strive for continuous improvement of services. The Surgery has five doctors, four of which are partners and one salaried GP. They are supported by a team of highly skilled health care professionals and administrative staff. There are three Practices Nurses, two HCA’s and one Phlebotomist. There is eleven administrative staff including a Business Administration Apprentice. We become a training practice in 2013 and we also work with The University of the West of England to host trainee nurse placements.

The Practice is located on the top floor of a newly refurbished three storey building. It has full disabled access and parking to the rear of the building. The practice population has grown considerably in the last year and currently stands at 6403. 2. Review of patient feedback

Outline the sources of feedback that were reviewed during the year:

For 14/15 it was not a requirement to carry out a patient survey. We have however reviewed various forms of feedback received within the practice. Feedback was captured in the forms of:  Suggestion forms – we have been using suggestion forms for some time in the surgery. They are titled ‘got an idea under your hat’ and are designed to encourage positive suggestions to help make our services better for patients.  Friends and family test – these have been available for patients to complete in the practice since November 2014  Complaints – for when things don’t go well  Compliments received from patients – its always good to know when you are doing something well  Comments posted on NHS Choices site  National GP Survey

How frequently were these reviewed with the PPG and/or PRG?

These sources of feedback are reviewed quarterly at each patient group meeting. 3. Action plan priority areas and implementation

Priority Area 1

Description of priority area:

Improve confidentiality in the Reception/Waiting area.

The Reception and waiting areas are partially separated by a wall, however owing to the design of the building, sound from the Reception area was found to travel into the waiting room as well as along the main corridor of the surgery.

What actions were taken to address the priority?

1. We improved signage around the Reception desk to advise patients to please respect the confidentiality of the patient in front of them in the queue. 2. We had a radio fitted that plays through our tannoy system into the waiting area. This drowns out talking noise and provides a distraction for waiting patients which enables conversations to be more private. 3. We had the door seals checked on the consulting room doors to ensure they were sound proofing the rooms correctly.

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

The overall impact of our actions has been excellent. The receptionists have reported that they feel their conversations with patients at the desk and on the telephone are much more private. Patients are happy with the improvements. These actions have been publicised on our feedback board in the reception lobby and throughout our patient group meetings. Priority Area 2

Foster links with outside agencies/groups.

The group have been keen to make some links with outside groups. Strengthening links with agencies that are able to provide some kind of positive service to our patients brings many benefits to both the practice and the patients who access them.

The group has also fostered links with agencies that they feel will benefit the group:  A member of the group has started attending local healthwatch meetings.  The group has become a member of the National Association of Patient Participation for which it receives quarterly newsletter and gives them access to information and support material for the running of the group.  The group is currently trying to make links with other local patient groups with the possibility of setting up a Chair’s group.  Other outside agencies contacted e.g. Stroke Association, Age UK, Public Health.

As a result of these links the group have been able to host a series of ‘awareness events’:  The group arranged for the Director of Public Health to come and give a talk about how Public Health is working with the NHS. They invited patients from the practice as well as every other patient group in the Weston super Mare area. This was very popular and a number of representatives from other patient groups attended.  The group arranged for a representative of the Stroke Association to have a stand in the surgery lobby, hand out information, talk to patients in order to raise awareness of the organisation and how it may be able to help some groups of people.  The group organised for a representative from Age UK to come and talk to them about the work they do in the area, including exercise classes for over 50’s of which the practice hosted in 2014. 

Unfortunately we don’t have any figures relating the stroke association and Age UK events, but inevitably raising the awareness of the services such an organisation can provide for patients and their families is a positive action.

With representatives from the patient group attending meetings and engaging with wider organisations such as, healthwatch, National Association of Patient Participation as well as other local patient groups our patient group is only strengthened through improved contacts, greater knowledge, access to ideas and support from other groups. This allows them to know more about what is going on locally which might benefit the practice and its patients.

Published on feedback boards and throughout group meetings. Priority Area 3

Contribute to quality improvement within the practice

In 2010 the Kings Fund published a discussion paper called ‘Quality Improvement in General Practice’. This paper highlighted a number of actions for GP practices in order to build culture and capability to support continual quality improvement throughout GP surgeries.

This item has been rolled on from our report last year (13/14). This last year the practice has strived generally to improve quality throughout in order to benefit patients and their journey through the practice. This has included greater review and audit of clinical areas, reviews around team structure, efficiency and skill mix, review of the appointment system and GP workload as well as greater review of feedback from patients.

Although our patient group have not been able to input into all areas of this quality improvement programme, they have been able to assist us greatly in developing a system to review items of feedback concerning quality within the practice. This consists of a mixture of feedback forms, friend and family test responses, relevant complaints and significant events reviews. The Practice Manager’s report is a rolling agenda item at each meeting. Before each meeting the practice manager collates the required information for the previous quarter. Each feedback item is described (anonymously) by the Practice Manager and then discussed by the group. Where possible the group give their feedback on the item which is then followed up by the Practice Manager. The Practice Manager will then feedback any updates/outcomes at the next meeting.

By going through this quality assurance process, incorporating a feedback cycle within the patient group, the practice has taken steps to create opportunities for learning built within its culture. It has developed (and still developing) a better understanding of what it does well, what it does not do well and what patients want from their GP Practice. Published on feedback boards and throughout group meetings.

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):

Action Plan 12/13 The groups action plan for 12/13 included: 1. Setting up online patient services – done. Now developing access to medical record as per GMC Contract. 2. Involvement in our new building – moved into new building September 2013. We worked with our patient group, The Patient Association and North Somerset Arts to develop art work for the new building. 3. Involvement in the refurbishment of our branch site in Locking Village – through their involvement with Locking Parish Council some members of the group were able to input into the decision making and sign off of a refurbishment project.

Action Plan 13/14 1. Look at ways to ensure that the patient experience and their journey through their visit to the surgery is a good one – this is part of our ongoing effort to look at quality and efficiency in the practice. This item is ongoing and relates to Priority Area 3 of this report. 2. We need to put a clock in the waiting room – done via electronic patient information screens 3. Use the survey report to determine, for example, the best time of day to run an event and the most popular topics. Set up working party to devise a programme of patient education events – public health talk held September 2014, a further stroke awareness day booked for 12th May 2015, coffee morning being planned and pencilled in for 3rd June to coincide with patient participation week. PPG Sign Off

Report signed off by PPG and/or PRG: YES

Date of sign off: 20/03/2015

How has the practice engaged with the PPG and/or PRG:

The practice has engaged well with the patient group. The group meet quarterly with the Practice Manager present.

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

As commented earlier in this report the practice, along with members of the patient group have worked hard to promote the group to all patients:  members have approached a small number of younger patients of whom they know personally and invited them to join the group. Invitations so far declined due to work commitments  we have targeted newly registered patients by putting an invitation in our new patient pack. We have received 5 expressions of interest via this method. All were contacted by the group chair, 1 has joined the group, but so far only none from the younger age groups have attended any meetings. A proportion of these new patients will have a mental health condition.  two members of our patient group have set up a stand in the surgery and personally invited patients to join the group (October 2014). A proportion of these new patients are likely to have had a mental health condition.  we always have leaflets displayed in the Surgery inviting new members to join  we have a slide on our electronic patient information system in the waiting room  we have an insert in our practice leaflet  there are details of the group on our website  the GPs and nurses have opportunistically informed patients of the group, especially those with mental health conditions or those other group that are underrepresented  the chair of the group has engaged with Healthwatch who will have links with marginalized or vulnerable groups  the practice is a member of NAPP (National Association of Patient Participation) and has been able to access useful resources to aid us in recruited new members We have also hosted a range of awareness events which are used to promote the group.

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

 Suggestion forms  Friends and family test  Complaints  Compliments received from patients  Comments posted on NHS Choices site  National GP Survey

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

Yes, our action plan was developed as a result of discussions and feedback at the patient group meetings. One item was rolled over from last year.

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

Our work around confidentiality in the reception/waiting area has greatly improved patient experience. The further 2 action area have contributed to positive progress in quality assurance and strengthened links with outside groups and agencies which will both have benefits for patients.

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

Both the practice and patient group are working hard together to increase members as well as carry out some useful work. Our meeting with Public Health in September 2014 was a huge success as it brought patient groups in the area together for the first. We hope to build on this collaborative working in the future.