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Practice Survey Reporting

Annex D: Standard Reporting Template

 South Yorkshire and Bassetlaw Area Team

2014/15 Patient Participation Report

 

Practice Name: The Avenue Medical Practice

 Practice Code: C88024

 Signed on behalf of practice:       Becky Hudson                  Date: 18/3/15

 Signed on behalf of PPG:  member of PPG signature on original copy  

 Date: 18/3/15

 

  1. Prerequisite of Enhanced Service – Develop/Maintain a Patient Participation Group (PPG)

 

 

Does the Practice have a PPG? YES

 

 

Method of engagement with PPG: Email & annual face to face meeting

 

 

Number of members of PPG: 13

 

 

Detail the gender mix of practice population and PPG:

 

%

Male

Female

Practice

3937

4035

PRG

4

9

 

 

 

 

Detail of age mix of practice population and PPG:

 

%

<16

17-24

25-34

35-44

45-54

55-64

65-74

> 75

Practice

1406

752

745

856

1330

1051

953

879

PRG

0

0

0

0

2

5

3

3

 

Detail the ethnic background of your practice population and PRG:

 

 

White

Mixed/ multiple ethnic groups

 

British

Irish

Gypsy or Irish traveller

Other white

White &black Caribbean

White &black African

White &Asian

Other mixed

Practice

4517

12

0

65

28

28

22

16

PRG

13

0

0

0

0

0

0

0

 

 

 

Asian/Asian British

Black/African/Caribbean/Black British

Other

 

Indian

Pakistani

Bangladeshi

Chinese

Other

Asian

African

Caribbean

Other Black

Arab

Any other

Practice

8

29

3

15

21

31

10

4

2

18

PRG

0

0

0

0

0

0

0

0

0

0

 

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:

Advertised on the website, in surgery, through the practice newsletter and at flu clinics.

Previously we targeted specific ethnic groups, carers and patients with disabilities; unfortunately this has not resulted in any of these patients wishing to be involved in the PPG. We continue to try and engage with all our patients through practice communication and the clinicians are aware of trying to encourage patients to be involved in the PPG.

  

 

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:

  

 

  1. Review of patient feedback

 

 

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

 Friends and Family Test

Complaints procedure

Significant Event analysis

Suggestion Box

Informal comments and compliments received from patients

 

 

 

How frequently were these reviewed with the PRG?

 Annually reviewed during the year

 

 

 

 

 

  1. Action plan priority areas and implementation

 

Priority area 1

 

Description of priority area:

 Priority area 1 for patients - the appointment system and the length of time for a routine appointment is too long

This seems to be a problem at the moment as many people are saying that it is now a number of weeks wait to get a routine appointment.

 

 

 

What actions were taken to address the priority?

 In the short term from November 2014 until the end of March 2015 we have increased our urgent appointments to support winter planning pressures. This has allowed routine appointments to become available and more accessible for patients.

To offer more routine appointments the practice employed a locum to provide routine appointments for patients.

 

In the long term the practice is recruiting a new practice nurse/nurse practitioner to enable the nursing team to offer more routine nurse appointments. The nurse practitioner appointments will release GP routine appointments as all minor illness and first contact will be directed to the nurse practitioner.

 

The practice has signed up for the Self-Care Project to enable patients to manage common conditions such as coughs in adults, back pain, common colds etc.

 

 

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

 We have notices in reception explaining what a nurse practitioners role is. All staff are trained to enable them to direct patients to the appropriate clinician. The appointment system is explained in practice newsletter.

  

 

Priority area 2

 

Description of priority area:

 Priority area 2 –patients not fully understanding role of the nurse practitioner

  

 

What actions were taken to address the priority?

 The Lead Nurse Practitioner/Manager has designed a poster to advertise in the waiting room the role of the nurse practitioner and developed leaflets to hand out to patients.

 We have published the leaflet and details of the nurse practitioner role on the practice website and are in the process of approaching a local magazine to do an article about the practice and four nurse practitioners who deliver the service.

 

 

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

 The nurse practitioner clinics are used to full capacity on a daily basis. The patient’s understanding of what a nurse practitioner can do has increased. The number of patients who are attending inappropriately has decreased.

 The GPs have audited the nurse practitioner appointments to ensure that the patients are receiving appropriate treatment. The audit verified that the nurse practitioners are diagnosing and managing patients to a high standard and are clinically safe.

  

 

Priority area 3

 

Description of priority area:

 Priority Area 3 – the patients have identified that it would be an advantage to open the practice over lunchtime

 

 

What actions were taken to address the priority?

 We think this is a good idea and have employed a new member of staff to enable the practice to cover reception hours during the lunchtime period. This will enable patients to make appointments, collect and order prescriptions, discuss any other concerns or issues that they have.

 The receptionist is currently being trained and we plan to start opening over lunch time from April /May 2015.

  

 

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

 All staff have been consulted on this and are keen to work with the practice in facilitating the practice opening over lunch time. We think this will have a very positive impact on patient and carers and offer more accessibility to the practice.

  

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 Identified

What can we do?

Who needs to be involved?

Is this achievable? If so when?

Progress made during 2014/15

Difficulty accessing the surgery by telephone between 8am and 12 noon

 

 

 

To continue to encourage patients to make enquiries and request results at less busy times. To employ a reception ‘floater’ to cover holidays to ensure receptions is fully staffed.

Reception

 

Practice Manager

 

September 2014

A reception ‘floater’ was employed to cover holidays etc. Following this a permanent member of the reception team was employed.

Text messaging. This service has been put into action

More advertising needed to promote this service

Practice Manager

Reception

Admin team

September 2014

We continue to advertise this. All new patients registering at the practice are asked to consent to text messaging.

Long wait for routine appointments

Continue to look at the appointment system to make improvements using the 3 new Nurse Practitioners

Practice Manager

September 2014

To Employ another nurse to provide extra appointments (employment commencing March 2015)

Online prescription service

Advertise locally and in-house. Introduce the new SystmOne App for online services.

Reception

Practice Manager

September 2014

The new SystmOne App was introduced and advertised. Leaflets are given to patients.

Knowing which doctors specialise in what area.

 

This would help patients to direct themselves in to the right service. To put information on the website and around the surgery,

Practice Manager

September 2014

Due to a change in partnership this is still under review as specialities have altered with 3 new partners.

Patients using A&E more often when can’t get an GP appointment or when Surgery is closed

Make patients more aware of same day appointments by use of website, letters etc. Advertise other out of ours services that can be used rather than A&E.

Practice Manager

September 2014

We have continued to develop and explain this service in greater detail on our website and through patient leaflets

 

4.PPG Sign Off

 

 

Report signed off by PPG: YES

 Date of sign off: 18.3.15

  

 

How has the practice engaged with the PPG:

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

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

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

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

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

  no comments made by member who signed off 

  

 



 
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