Annex D: Standard Reporting Template
Birmingham, Solihull and the Black Country Area Team
2014/15 Patient Participation Enhanced Service – Reporting Template
Practice Name: Fordhouses Medical Centre
Practice Code: M92629
Signed on behalf of practice: Dr R Kharwadkar
Date: 30.3.2015
Signed on behalf of PPG: Mr P Wesley
Date: 30.3.2015
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 regular meetings; Email; Practice Website
Number of members of PPG:16
Detail the gender mix of practice population and PPG:
%
Practice
PRG
Male
48.11 %
18.75
Female
51.88 %
81.25
Detail of age mix of practice population and PPG:
%
Practice
PRG
<16
26.8
17-24
11.6
25-34
16.5
25
35-44
12.4
6.25
45-54
14.1
25
55-64
9.7
31.25
65-74
5.2
6.25
> 75
3.4
6.25
Detail the ethnic background of your practice population and PRG:
%
British
Irish
Practice
PRG
69.8
50
0.05
White
Gypsy or Irish
traveller
%
Indian
Pakistani
Practice
PRG
6.8
6.25
2.25
6.25
Other
white
6.25
Asian/Asian British
Bangladeshi
White &black
Caribbean
1.3
Chinese
0.5
6.25
Mixed/ multiple ethnic groups
White &black
White
African
&Asian
0.35
Other
Asian
0.6
Other
mixed
Black/African/Caribbean/Black British
African
Caribbean
Other
Black
5.7
2.5
2.4
12.5
12.5
6.25
Arab
Other
Any
other
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:
We have had a PPG since 2011. To promote our PPG, we advertise on our website and waiting room screens, as well as regularly
displaying posters around the practice. We also encourage members of the group to bring the views and experiences of family
members to the meetings. We have also invited patients to join from specific demographic groups to join our PPG. 52% of the
practice population is between 25 to 64 years, this group is strongly represented on the PRG. 8.6% of our population is over 65 years,
which is proportionately represented. In order to attract representation from the younger population we have established an online
sign up for PPG, with provisions of being able to be contacted by their preferred method: letter, telephone and e-mail. We are
continuing to recruit to the PRG.
With regards to ethnicity, approximately 70% of our practice population is White British, 10% Afro-Caribbean, 9% Asian including
Chinese, 1% other ethnic group and 2% mixed race. Accordingly, our PRG is proportionately representative of the practice population
(50% white British, 31% Afro-Caribbean, 19% Asian). We encourage other ethnic group patients to join the PRG by involving
translators wherever possible and will continue to do so.
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: N/A
2.
Review of patient feedback
Outline the sources of feedback that were reviewed during the year:
During 2014/15 patient feedback was obtained from various sources including NHS choices; the Friends and Family Test,
Complaints and suggestion letters received; the National GP Survey results; our CQC report; comments received from PPG
group members and staff.
How frequently were these reviewed with the PRG? Feedback was reviewed in September 2014 and March 2015. It has been
agreed to review patient feedback during every PPG meeting and we will add this to the agenda accordingly. Results and
action plans are detailed in the PPG meeting minutes and published on our practice website.
3.
Action plan priority areas and implementation
Priority area 1
Description of priority area: Telephone system: After listening to the comments made in previous surveys, we changed our
telephone system to one involving a queue system. However, few months into the new system, we had problems with the
telephone lines and also had patients complaining that waiting in the queue to be answered was affecting their bills, for those on
the pay-as-you-go scheme on their mobile. A significant number of patients at our Practice are on this method of payment and we
had to take this on board.
What actions were taken to address the priority?
After listening to the comments made in the first quarter after the change, we spoke to the telephone provider as we also had
problems with the system being on Cloud. They tried to rectify the system, however, in the end admitted that they could not
identify the fault and we had to come out of the contract, which came with a cost to the Practice. We have now gone back to the
previous simple system where the phone either rings if free or is engaged.
Result of actions and impact on patients and carers (including how publicised):
We are aware that this may be causing inconvenience to some who have free minutes. However, this was felt necessary to
address the concerns of those with financial restraints. This was discussed in the PPG meeting in Sept 2014 and was also
publicised on the counterfoil of prescriptions and on notice boards.
Priority area 2
Description of priority area: Customer Service – This was identified by PPG as a concern to the practice. The GP had also received
verbal reports similar to this nature during consultation. It was felt by the PRG that certain reception staff members were perceived
as unhelpful or unapproachable. The PRG members had noted the approach of certain staff members towards new patients and
felt necessary to discuss in the meeting
What actions were taken to address the priority?
The concerns were discussed in the internal Practice meeting and it was emphasised that front desk is face of the Practice and
codes of standards are to be maintained. Changes were discussed and agreed with the staff and implemented by the following
month, to address these concerns. Issues raised in the PPG meeting were discussed in detail with concerned staff members
individually.
Result of actions and impact on patients and carers (including how publicised):
In the subsequent PPG meeting, this was discussed and all members agreed that they had noticed a welcome change at the front
desk, no further complaints received by the GP and staff following this change.
Priority area 3
Description of priority area: Access and waiting times in waiting areas – The FFT feedback in Dec 2014/Jan 2015 was mainly
positive, however, the main reason for those who responded negatively was appointment availability. The National survey
indicated longer waiting time in waiting areas. One of the Drs working at the Practice left in December 2014 for another job closer
to home and the Practice was actively trying to recruit additional Dr.
.
What actions were taken to address the priority?
An advert had been placed for salaried GP earlier in the year and last year, for which the Practice had no response. This was
discussed in the meeting. Currently, the Practice has an additional locum GP working part-time, which has eased the situation to
an extent. The Practice operates telephone consultations for those patients who feel they need same day appointment. We also
have a cancellation list and proactively encourage patients to inform us in advance if they are unable to attend.
The GPs along with management and nursing staff will aim to improve waiting times over the forthcoming year, however, it was
noted that GPs have often tried to deal with more than one problem per patient to reduce the need for subsequent appointments
causing delay and increased waiting time. But the Practice will aim to keep patients informed when delays occur due to unplanned
emergencies.
Result of actions and impact on patients and carers (including how publicised):
Patients are aware of the telephone consultations and request them in other situations as well, when they feel a F2F appointment
may not be essential. Notices have also been put up on notice boards to emphasise the same as is the website. The FFT
feedback in Feb was positive.
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):
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We continue to hold regular PPG meetings.
Feedback will now be discussed more regularly, at quarterly intervals, with the PPG.
We have elected a chair and a vice-chair for the PPG, who now participate in additional groups run by the CCG.
Their feedback is valuable and informative to the practice.
We introduced new measures to ensure the flu clinics ran more smoothly including sending text messages to
those patients in ‘at risk’ groups.
Posters displaying out of hours information are now displayed more prominently to promote patient awareness of
services such as NHS 111 and alternative services available.
A text system was introduced which reminds patients of their appointments and allows them to cancel by text, in
an attempt to reduce DNA rate and increase appointment availability.
Continuous improvement of our Patient Access services now means patients can register, book appointments,
request repeat prescriptions and access parts of their medical records online.
Awareness of availability of telephone consultations has improved leading to improved access.
Electronic Prescription Service will be rolled out in May 2015; this will help to reduce the problems encountered
in repeat prescription requests.
4.
PPG Sign Off
Report signed off by PPG: Yes
Date of sign off: 30.3.15
How has the practice engaged with the PPG:
How has the practice made efforts to engage with seldom heard groups in the practice population?
By directly inviting patients from specific demographic groups to join; by having an additional column on the new
patient registration form inviting them to join; posters displayed in waiting rooms; promotions on our website, on our
waiting room screens and in our newsletters.
Has the practice received patient and carer feedback from a variety of sources? The PPG and Practice reviewed patient
feedback from various sources including NHS choices; the Friends and Family Test ; complaints received; the National
GP Survey results; our CQC report; our annual patient survey and comments received from PPG group members and
staff.
Was the PPG involved in the agreement of priority areas and the resulting action plan? Yes, the PPG were involved in all
aspects of the priority areas and the resulting action plans. These were regularly discussed at each meeting, minuted
and updated, where appropriate.
How has the service offered to patients and carers improved as a result of the implementation of the action plan? Patients are
aware of telephone consultations; more appointments are available due to recruitment of part-time locum doctor. More
patients are successfully using our online services. The benefit for patients and carers is that they are now able to book
appointments and order repeat prescriptions at their convenience. Additionally, this takes some pressure off the
telephone system, allowing other patients to access the practice more quickly.
Do you have any other comments about the PPG or practice in relation to this area of work? The PPG’s views and assistance
in the agreement of priority areas and action plans has proved vital to the practice.