Annex D: Standard Reporting Template
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Annex D: Standard Reporting Template Yorkshire & Humber Area Team 2014/15 Patient Participation Enhanced Service – Reporting Template Practice Name: The Lister Surgery, The City Medical Practice & The Family Practice Practice Code: B83604, B83642 & B83617 Signed on behalf of practice: Dr Aamer Khan Date: 30/03/2015 Signed on behalf of PPG: HS Date: 30/03/2015 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 meeting arranged at the Practice Number of members of PPG: Detail the gender mix of practice population and PPG: Detail of age mix of practice population and PPG: % Male Female % <16 17-24 25-34 35-44 45-54 55-64 65-74 > 75 Practice 7 2 Practice 1 1 0 1 3 1 2 PRG PRG Detail the ethnic background of your practice population and PRG: White Mixed/ multiple ethnic groups British Irish Gypsy or Irish Other White &black White &black White Other traveller white Caribbean African &Asian mixed Practice 0 0 0 0 0 0 0 0 PRG Asian/Asian British Black/African/Caribbean/Black British Other Indian Pakistani Bangladeshi Chinese Other African Caribbean Other Arab Any Asian Black other Practice 1 8 0 0 0 0 0 0 0 0 PRG 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 is always on a mission in recruiting new members to the group. We regularly advertise within the surgery to encourage group membership. We have a dedicated lead called Mustafa Ahmed who is very passionate about the service we offer our patients and ensures all patients receive the best quality of care. The practice also is involved in promoting the services through our Healthly Living Initiatives. We are trying to recruit members from the European Union into our group; unfortunately none have taken the invites up. We will continue to attract different members into the group. 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? /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: We receive regular comments from our patients through thank you cards to individual members of staff, verbal feedback directly to staff/GP’s and also with the introduction of the recent Friends & Family questionnaires; this has proved to be a very positive indeed. We also receive feedback via the practice website and NHS Choices/ negative & positive. How frequently were these reviewed with the PRG? We hold 4 meetings per year and various discussions take place within the forum. All positive/negative feedback is shared within the group. The minutes of these meetings are attached for review. We have also group photos that were taken at the healthly eating events, which can be reviewed on the surgery premises or the practice Website. Patient Participation Group Meeting Minutes of Meeting Date: 19/06/14 Time: 18:00 Chair Person: Dr Aamer Khan & Susan O’Donoghue Minute Taker: Susan O’Donoghue Attendees: Dr Aamer Khan, Susan O’Donoghue,Dr Usman Akbar, Haleema Iqbal, Mustafa Ahmed, SA, MA, ZA, RA, SC, MH. Apologises: Javid Khan & Qudrat Shah 1. Introduction and Apologises The group introduced themselves to the group. Dr Aamer Khan & Susan O’Donoghue both welcomed the group & thanked them for attending the Patient Participation Group Meeting. 2. Minutes from last meeting Susan O’Donoghue handed out a copy of the last Minutes of the Meeting with a copy of today’s agenda. Susan gave a brief overview of the points & issues discussed in the last meeting by referring to the last Minutes of the Meeting. The group agreed that the last Minutes given were accurate and correct. 3. Appointments The group wanted to discuss appointment availability and telephone access to the surgery. Once again Susan & Dr Khan explained that appointments at all 3 surgeries had increased. Several members of the group suggested we operate ‘Open Sessions’ where patients would sit and wait for appointments. The pro’s and con’s of this was discussed in great detail. Dr Khan explained that he is very flexible when all appointments have been filled and adds extra appointments to the end of his session or sees extra patients at the end of his session. Susan confirmed we had undertaken a Productive Primary Care Audit of our appointment system for all 3 surgeries. She confirmed we would be providing a breakdown of the reports from the Productive Primary Care Audit when these have been given to the surgeries. 4. DNA Report Susan presented the group with the current DNA Analysis as follows: • Lister Surgery had 371 DNA appointments, which is equivalent to 87.2 hours of wasted appointment time. • City Medical Practice had 67 DNA appointments, which is equivalent to 17.25 hours of wasted appointment time. • The Family Practice had 54 DNA appointments, which is equivalent to 14 hours of wasted appointment time. 5. Patient Engagement Scheme Susan & Dr Khan introduced the new Patient Engagement LIS to the group. The patients were enthusiastic & most of them were interested in joining. They also provided names of other organisations we could approach for further assistance, so we could refer our patients and sign post them onto other Organisations, which would be able to help them & offer guidance etc. We discussed having an open day and also looking into Gym membership for our Asian Ladies. 6. AOB Several members of the group complained that other members were not allowing them to speak & contribute to the meeting. Susan asked the group to be considerate & respectful of the members and asked for only one member to speak at a time. Also confirmed all members would be given a chance to speak. Dr Akbar, Dr Khan & Susan thanked the whole group for taking time out of their schedules to attend the meeting. Also confirmed we would be having another meeting, however we had yet to finalise the date. Then we would contact patients and personally invite them to the next meeting. Next meeting TBA Patient Participation Group Meeting Minutes of Meeting Date: 02/10/14 Time: 18:40 Chair Person: Dr Aamer Khan Minute Taker: Mustafa Ahmed Attendees: Dr Arshid Khan, Dr Usman Akbar, SC, RA Apologies: SO, HKI, ZH, HB, SD, QS, MS, NH 1. Introduction and Apologies Dr Khan welcomed all attendees for attending to our Quarterly Patient Participation Group Meeting & for attending it. Dr Khan introduced Dr Arshid A Khan (new partner). 2. Meeting Rules & Etiquettes Dr Khan told the group we needed to abide by some basic rules and etiquettes when participating in future PPG Meetings. He identified the following mistakes from past meetings: • Mistake 1: No clear objective Current meetings do not have a clear objective of what we want to achieve as a whole (Patient & Practice) and confirmed we would have set objectives. • Mistake 2: No focused agenda The group keep drifting away from the topics being discussed in meeting’s and confirmed there was no focused agenda in meetings. • Mistake 3: Not hearing from everYone in the room People who are speaking don’t get a chance to finish speaking due to inconsiderate people talking over & voicing their opinions. In future everybody is going to let patients finish what they are saying before anyone else will be allowed to speak. All patients are going to be given an opportunity to speak and contribute in meetings as they haven’t been able to do so in the past. • Mistake 4: Debates that don’t go anYwhere We discuss issues and highlight problems but we are not looking at what solutions we have to resolve or improve problems or the result of taking certain actions. Also we don’t take into account the whole picture. We keep going around in circles & not coming up with a plan to resolve the issues. • Mistake 5: Not reaching consensus on a course of action We are not agreeing upon the best course of actions to take in future with regards to improving the practice, its services & overcome the problems we face. We need to agree upon the best courses of action patients would like us to implement, so we can put this into practice. • Mistake 6: Missing the opportunitY to remind people of the big picture The group don’t seem to be looking at the big picture of improving our services, for example to improve patient services, continue effective patient’s journey, to improve communication channels between patients & the practice. Also want to speed up waiting times etc with a view to achieving patient satisfaction. Action Point: Dr Khan to make sure nobodY makes anY of the mistakes listed above (1 to 6) in anY of the future meetings. The whole group agreed with the list of 6 mistakes & agreed not to make any of them in future meetings. SC suggested that patient’s shouldn’t be allowed to hog the floor space when addressing their concerns & expressing their personal opinions. They should be considerate, respectful & should only discuss a maximum of two points, which will result in giving other patients the opportunity of sharing & addressing their points. This will save a lot of time in the long run.