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: The Nelson Medical Practice
Practice Code: Y00164
Signed on behalf of practice:
Lindsey Smith
Date: 24th March 2015
Signed on behalf of PPG/PRG:
M.Eleftheriou
Date: 24th March 2015
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, Face to face
Email
Email, Other (please specify)
Number of members of PPG:
Detail the gender mix of practice
population and PPG:
%
Male
Female
Practice
52
48
PPG
2
4
6
Detail of age mix of practice population and PPG:
%
<16
1724
2534
3544
4554
5564
6574
>75
Practice
23
11
17
14
13
10
8
4
2
1
2
PPG
1
Detail the ethnic background of your practice population and PPG:
Practice
PPG
British
Irish
71%
67%
0.5%
White
Gypsy or
Irish
traveller
0%
Other
White
23%
33%
Asian/ Asian British
Indian
Practic 0.5%
e
PPG
Pakista Banglade
ni
shi
0.3%
0.1%
Chines Other
e
Asian
0.4%
0.6%
Mixed/ multiple ethnic groups
White & White & White & Other
Black
Black
Asian
mixed
Caribbea African
n
0.2%
0.2%
0.3%
0.5%
Black/African/Caribbean/Bl
ack British
African Caribbe Other
an
Black
1%
0.4%
0.1%
Other
Arab
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:
Our ethnic population is very diverse; however the predominant ethnicity is
White British. The age group of the under 60 carries the biggest population
within the practice with only 17% >60.
We do have approximately 30% whose first language is not English.
Numerous methods of engagement have been trialled with unfortunately poor
success.
 We have printed patient questionnaires in 6 different languages which
advertises our PPG in the waiting room
 Posters in the waiting room
 Designated PPG notice board
 Information on our website which is available in different language
 Power point presentation is shown on our waiting room television
screens
 Staff advertise the PPG verbally
www.thenelsonmedicalpractice.nhs.uk
Letter of invite.doc
Poster.rtf
Poster email
details.rtf
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Any
Other
1%
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? YES/NO
YES – 30% First Language is not English
If you have answered yes, please outline measures taken to include those specific groups and
whether those measures were successful:
Numerous methods of engagement have been trialled with unfortunately poor
success.
 We have printed patient questionnaires in 6 different languages which
advertises our PPG in the waiting room
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2. Review of patient feedback
Outline the sources of feedback that were reviewed during the year:
Outline the sources of feedback that were reviewed during the year:
 Quarterly Patient Questionnaires
 Patient Comments
 Patient Complaints
 Patient Compliments
 Friends and Family Test
 General Practice Patient Survey
Questionnaire
Nelson.doc
Survey Analysis
201415.docx
How frequently were these reviewed with the PPG?


Quarterly emails sent to the VPPG
Report Shard Annually
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3. Action plan priority areas and implementation
Priority area 1
Description of priority area:
Review of triage System and receptionist communication skills when booking patient
appoint to ensure that the patients is signposted to the most appropriate Health Care
Professional to support the patients’ needs and that all staff offer continuity when booking
the appointment to avoid any unnecessary complaints.
What actions were taken to address the priority?
A review of the number of patients placed on the GP telephone triage list was undertaken
and the reason for their appointment.
At a staff meeting the team shared their views on the current system and potential
solutions were discussed on how to address and improve the issue. Options for a consistent
telephone approach were considered by all.
GPs highlighted inappropriate reasons for being on the telephone triage system which
could have been assessed and dealt with in a more efficient manner.
Result of actions and impact on patients and carers (including how publicised):
A new telephone script was developed for the receptionists to work through as a consistent
approach to all patients.
Nurse Prescriber to be available from 0830 – 0900 when our telephones lines open within
the admin area on our busiest days to take urgent calls immediately to support the
patient’s needs.
Current feedback from patients is welcoming and GPs can recognise efficiencies with
appropriate use of Health Care Professionals.
New procedure available in the waiting room and publicised on our envisage screens.
On-going audits of the access and demand on the triage list to ascertain improvements and
patients views via questionnaires.
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Priority area 2
Description of priority area:
To ensure that the practice has the correct mobile and telephone Numbers for patient.
Patients often change their personal telephone details but fail to inform the practice.
As we regularly utilise the text messaging facility Mjog for reminding patients of their
appointments, this year, we enhanced the service to send review reminders for chronic
disease checks, flu campaigns, stop smoking information – it was evident from our statistics
of failed encounters for delivering messages that we needed to carry out further checks to
update records.
What actions were taken to address the priority?
The PPG group volunteered to make themselves available in surgery to collect patient
questionnaires and request up to date contact numbers.
Result of actions and impact on patients and carers (including how publicised):
Admin staff updated the patients’ medical records .
Impact outcome would be to reduce number of Did Not Attends and to also increase
appointment update for chronic review appointments specific primary care campaign
uptake figures.
Unfortunately we did not see a decline in DNA rates, however
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Priority area 3
Description of priority area:
Review of the number of ‘Did Not Attend’ appointments
What actions were taken to address the priority?
Following introduction of the Mjog text messaging and updating of telephone numbers
there was an expectation that DNA statistics would decline.
Patients receive a text message on the day of their appointment as a reminder. However
we are still finding patients fail to attend.
Result of actions and impact on patients and carers (including how publicised):
Our clinical system flags patients who have DNA’d previous appointments and staff will
advise them of their failed appointments when the patient next books an appointment, and
reminds them to always call to cancel if they cannot make their appointment.
Message added to our envisage system with number of Failed Encounter every month.
We continue to analyse our monthly DNA figures and publicise in the waiting room.
The purpose of this action is to raise awareness to the patient to hopefully prevent such
occurrences in the future.
Summary of DNAS
2014-2015.xlsx
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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 Nelson Medical Practice
Action Plan 2013/14
An action plan was put together following member comments at meetings and findings
from the annual survey :
Improvement
/Objective
How it will be
actioned
Receptionists to
undergo further
customer care
training
To identify
course and
book all admin
onto the course
Ensure patients
are aware to
ask for a double
appointments
when there is
more than one
problem to
discuss to
enable them
feel sufficient
time is offered in
an appointment
To train
receptionists to
give patients
sufficient
information to
educate them
on when to ask
for a ‘double
appt’
Posters in
surgery
Information in
leaflet/newslette
r
Who will action Date When
will it be
actioned by
Practice
July 2015
Manager
Practice
Manager/Admin
Team
July 2013 ongoing
Progress throughout
2014/15
Achieved by
December 2014
All our receptionists
have attended a
Patient/Client First
course throughout the
year. The feedback
has been excellent
with staff sharing that
they feel they are more
empathetic to
individual needs and
recognise their own
strengths and
weaknesses to
improve the customer
care they offer.
Achieved by July
2014
Reception staff aware
to ask the patient more
information to ensure
the HCP has sufficient
time in consultation.
Posters available in
waiting areas.
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Review the
telephone
system to
establish if we
can put patients
into a queue
with info given
to the patient
To contact APR
telecoms and
cost provision of
voice recorded
queuing system
to support
patients
Practice
Manager/ECCH
December
2013ongoing
No Dogs
allowed on
premises sign
To purchase a
sign to be put
up in car park
To gain
approval from
CLHRC
Practice
Manager/CLHR
C
April 2014
Secretary
31st July
2013
No scooters
To develop a
allowed in the
sign for the
surgery waiting
waiting room
room following
an incident in
the waiting room
Map to advise
patients of the
route to the
Walk In Centred
due to number
of patients who
think we are the
WIC
To put together Secretary
a map and route
to the WIC
August
2013
All PPG
members to
have badges to
inform patients
that they are
members of the
group and
associated with
the practice
To purchase
name badges
for all PRG
member
July 2013
Practice
Manager
ONGOING
Meetings held with
telecom providers and
service costed.
To date a final decision
has not been reached
due to IT provisions
and corporate
functions
NOT MET
As the car parking
area is not owned by
the practice is was not
our final decision to
place a sign.
Achieved August
2013
Sign to inform patients
of risks involved when
bringing mobility
scooters into the
waiting room
Achieved January
2014
Map and directions to
the local Walk in
Centre to help patients
find the way.
Achieved October
2013
All PPG members
issued with badges
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PRG member to
actively fund
raise in the
waiting room
only for agreed
equipment to
maintain the
group and
support practice
patients needs
PRG members
to develop
posters and
promote raffle in
waiting room
Develop a
newsletter to
share
information to
patients
surrounding
access and
options for
patients to make
appointments,
prescriptions/tel
ephone
consultations
Chairman to
PRG
develop monthly member/Practic
newsletter
e Manager
following each
PPG meeting
Invite new group To attract new
members from
members to the
ethnic groups i.e group
put notices up in
Cafes/develop
leaflets in
different
languages
Patient
Suggestion box
to be placed on
PPG table in
waiting room
PRG member
PRG
member/Practic
e Manager
To put a box
Practice
together for
Manager
patients to post
suggestions/que
stionnaire
responses.
April 2013
On-going
throughout
year
On-Going
Members continued to
raise money for
practice equipment
throughout the year.
To purchase a new
phlebotomy chair and
new Kids Activity Cube
for the waiting room
July 2013
On-Going
The group have put
together a leaflet form
newsletters and placed
in the waiting room.
This has not been
available for the past
few months due to
illness.
On going
On-Going
This is an on-going
action to bring new
groups of patients to
the group.
We have developed
and printed leaflets in
different languages
which advocates the
PPG
Achieved January
2014
The box stands next to
the PPG noticeboard
July 2013
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4. PPG Sign Off
Report signed off by PPG: YES/NO
Date of sign off: 24th March 2015
How has the practice engaged with the PPG:
How has the practice engaged with the PPG
 Email contact
 Face to face meetings.
 Practice staff attending meetings to introduce themselves and their roles
How has the practice made efforts to engage with seldom heard groups in the
practice population?
We respond swiftly to patient complaints and compliments and advocate our PPG in
our responses to offer them the opportunity to have more say in the decisions made in
providing health services within the practice.
Has the practice received patient and carer feedback from a variety of sources?
 Via completion of our quarterly practice questionnaires
 Through complaints and compliments
 Friends and Family Test
Was the PPG involved in the agreement of priority areas and the resulting
action plan?
 Meetings with the PPG were held
 Shared information via email contact
How has the service offered to patients and carers improved as a result of the
implementation of the action plan?
 Improved customer care via identification of communication skills techniques
and attendance at courses for reception staff
 Improved triage system to support ‘on the day’ access and identification of
appropriate health care professional to meet the needs of the patient.
Do you have any other comments about the PPG or practice in relation to this
area of work?
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We feel all staff proactively advocate the PPG to our population to offer a range of
choices and options to meet their individual needs.
It is very difficult to engage with the non-English speaking groups – however we
believe by offering them the opportunity to share their views via our questionnaires we
have an element of engagement.
With money raised through raffles throughout 2013-15 we hope to purchase a new
phlebotomy chair and a new children’s activity cube for the waiting room.
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