Annex D: Standard Reporting Template
Wessex Area Team
2014/15 Patient Participation Enhanced Service – Reporting Template
Practice Name: Wyke Regis Medical Practice
Practice Code: J81051
Signed on behalf of practice:
Teresa Cuff
Date: 25 March 2015
Signed on behalf of PPG:
Rosemary Smeeton
Date: 25 March 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
Number of members of PPG: 16
Detail the gender mix of practice population and PPG:
%
Practice
PRG
Male
3899
5
Female
3948
9
Detail of age mix of practice population and PPG:
%
Practice
PRG
<16
1406
0
17-24
668
0
25-34
692
0
35-44
941
0
45-54
1232
3
55-64
1030
2
65-74
1032
7
> 75
846
4
1 Detail the ethnic background of your practice population and PRG:
Practice
PRG
Practice
PRG
British
Irish
1792
16
1
0
White
Gypsy or Irish
traveller
0
0
Indian
Pakistani
3
0
0
0
Other
white
342
0
Asian/Asian British
Bangladeshi
5
0
White &black
Caribbean
4
0
Chinese
5
0
Mixed/ multiple ethnic groups
White &black
White
African
&Asian
1
7
0
0
Other
Asian
0
0
Other
mixed
2
0
Black/African/Caribbean/Black British
African
Caribbean
Other
Black
1
0
0
0
0
0
Arab
0
0
Other
Any
other
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:
Since starting the group in 2011 the surgery has taken a number of steps to try and ensure the group is representative of
the practice population, these include targeting groups such as carers, those with chronic diseases and patients of
different ethnic backgrounds and personally inviting them to join the group, GP’s asking patients that they think might be
interested, advertising on the surgery website, in our newsletter, on repeat prescription requests and on surgery
noticeboards. In January of this year (2015) the group held 2 Pop Up recruitment sessions when the Group’s chairperson
sat in the reception area during two busy morning surgeries talking to patients, giving information about how the group
works, encouraging them to join.
2 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?
YES
If you have answered yes, please outline measures taken to include those specific groups and whether those measures were
successful:
Our area includes a large elderly population.
Our group was initially a virtual group, but due to a large decline in responses we received over the last 2 years, we
decided to change this to a face to face group. All existing members were written to and invited to attend our meetings,
unfortunately only 6 were interested in continuing their involvement.
The group held 2 Pop Up recruitment sessions at the surgery during 2 mornings in January and plans to advertise the
group on the Wyke Register, a local free paper delivered to all Wyke Regis addresses. This was a success and a further 10
patients decided to join the group. Recruitment continues to be a focus of the group and we are constantly looking at ways
to involve underrepresented populations such as younger people. The Practice is looking at setting up a Facebook page
for the Practice to enable younger patients to communicate with the Practice.
2. Review of patient feedback
Outline the sources of feedback that were reviewed during the year:
The group reviewed the surgery’s Opening Hours. Questionnaire results and patient feedback given to reception staff. The
group also reviewed last year’s Action Plan and progress made since it was written. In the future the group intends to
review complaints (where appropriate) as well as comments received by reception staff, any formal inspections we have
3 and any surveys we undertake. The Practice is now taking part in the NHS Friends and Family survey. The results have
been reviewed and are showing to be very positive. Any other comments are noted and discussed at regular meetings.
How frequently were these reviewed with the PRG?
Review of feedback was discussed at our initial meeting in November 2014 and is intended to be reviewed as and when the
surgery receives any of the above.
3. Action plan priority areas and implementation
Priority area 1
Description of priority area:
Health Centre Services and Communication. Many of the group felt that they were unaware of what services are actually
available at the surgery. Despite countless efforts made by the surgery to communicate such things with patients, it
seems to be failing. They would also like to develop these services further eventually providing a place where patients
can attend for knowledge and advice on living a proactive lifestyle, rather than just somewhere you would attend when
you are unwell. They decided the best place to start with this would be with how the surgery communicates with
patients, in particular how it advertises itself.
What actions were taken to address the priority?
The surgery advertised its services on its website and on Practice noticeboards and adverts were placed in the local
Wyke Register. Information will also be posted in the local library and nearby local pharmacy. Our quarterly Newsletter
will also be used to communicate news and events.
The surgery has looked at other methods of communication and has started the process of contacting patients by text
and direct email. We are looking at producing our quarterly newsletter on a monthly basis in the near future. Starting on
1 May 2015 a new way of the surgery contacting patients will start whereby patients can be contacted by text and direct
email. We are currently advertising the new service and asking patients to provide us with up to date mobile numbers
4 and email addresses. We are also looking at the possibility of holding Education Events with topics such as Diabetes,
Blood Pressure and Asthma. We have recently employed a new Practice Nurse and it is hoped that she will be able to
help in these areas.
Result of actions and impact on patients and carers (including how publicised):
The return of two services which were temporarily not available at the surgery, were advertised as above. The group and
patients were really happy that the services had returned and they were pleased to see the notice in the local Wyke
Register. The text and email service will enable patients to be contacted to remind them of appointments and also one off
information messages can be sent by secure message. We will also be contacting patients by direct email.
Priority area 2
Description of priority area:
Parking. Several group members continue to be unhappy with the surgery’s parking situation. Stating that spaces are
too narrow and parking is limited due to the nature of the community car park.
What actions were taken to address the priority?
The group wrote to local councillors asking them once again to reconsider the possibility of 1 hours parking on Portland
Road opposite the surgery. They also asked them to look at the practicality of the width of the parking spaces that are
available. The issue of parking is particularly important for disabled patients, patients with young children and carers.
Result of actions and impact on patients and carers (including how publicised):
There was no response to the first letters sent however a reminder was sent and a reply was received from One of the
5 councillors to say that no further progress had been made but that this matter would be taken up again. A reply was sent
thanking her for looking into this problem further and request was made to make sure that the Group was kept updated
with any further information.
Priority area 3
Description of priority area:
To actively participate in the Dorset Clinical Services Review notably during the coming consultation process.
What actions were taken to address the priority?
Dorset CCG, The Need to Change, Information booklets have been provided to the group along with dates of local
meetings. They have been encouraged to attend meetings if possible. The group members were sent an email with the
latest information on proposed options for change e.g. to local hospital services.
Result of actions and impact on patients and carers (including how publicised):
The group Chair has attended local meetings and is actively taking part in the meetings. This is an ongoing process.
Priority area 4
Description of priority area:
Electronic Noticeboard. The group felt that the surgery would benefit from an Electronic Noticeboard informing patients
if there were delays in seeing particular practitioners, as a couple of members had witnessed patients becoming
aggressive towards reception staff when this unavoidable situation occurred. They felt this was unfair on the reception
staff and that a noticeboard may help to prevent this from happening.
6 What actions were taken to address the priority?
The Secretary looked into the possibility of this and the Practice Manager agreed it could be useful. However, currently
the system we are looking for is not compatible with the surgeries clinical computer software. Another possibility is for
a T V screen to be placed in the reception area. This could be used to communicate with patients providing them with
lots of useful and up to date information about the Practice and its services.
Result of actions and impact on patients and carers (including how publicised):
Our reception staff will try to ensure that where possible patients in the waiting area are kept informed of when a G P or
Nurse is running late.
The surgery has contacted the I T Support Team to enquire about whether it would be possible to link the T V with a
Power Point presentation. It was confirmed that it could and therefore a Secretary will be creating a Power Point
Presentation over the next few months.
7 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 2013/14 Action Plan was reviewed by the group in November 2014. The group specifically made comment that it felt
the surgery had demonstrated that it had recognised and acted accordingly to previous concerns raised by the group
and patient questionnaires and that as a result services had improved. Specifically the group reviewed the three areas
as follows:
Clinical Care: The group were satisfied that the surgery endeavours to communicate as quickly as possible with local
hospitals via electronic referrals and email. They understood that sometimes there are delays due to staffing. During
November 2014 the Practice had a new clinical computer system installed which has had a huge impact on clinical care.
Where patients have consented to sharing their information with other service providers such as Minor Injuries, Walkin
Centres, District Nurses and other Community Care providers, their single record is shared between agencies.
Customer Service: The group agreed that it does seem easier to make contact with the surgery following attempts to
alter access to appointments, meaning less people trying to get through on the phone at 8.30am. The practice has
undertaken a restructure of the Reception and Admin Team which should have a positive improvement on our
Customer Service. We are now taking part in the Family and Friends Survey which means that we are constantly
receiving feedback about how our patients feel about the service that they receive from the Practice. The practice can
now offer online services to patients which enables them to book appointments, order repeat medication and view their
medical summary.
Opening hours: The group agreed that the outcome of latest Opening Hours Survey in which 86.36% of patients
surveyed are happy with our opening times, suggests that the systems we have put in place to make booking an
appointment easier are working. From 1 April 2015 we are providing early morning appointments to patients as well as
Tuesday mornings.
8 4 PPG Sign Off
Report signed off by PPG: YES
Date of sign off: 25 March 2015
Rosemary Smeeton
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?
The practice has been both instrumental and supportive in the development of the PPG. The PPG has progressed and developed
from a virtual group which initially ran successfully, from 2011 to a participatory model with regular 3 monthly face to face
meetings. During two morning surgeries in January members of the PPG held an open session in the waiting area making contact
with all patients present to encourage more patients to participate in the PPG. 10 patients expressed their interest in being a
member of the PPG gave their contact details. At the most recent PPG meeting new members attended. The group recognises
that the development of our group to improve patient participation is progressive and ongoing. Membership of the group is
currently heavily weighted to the over 50s. Increasing the representation of underrepresented groups is a development need.
Further activities to increase participation of the seldom heard groups are being considered. It is thought that in order to engage
with some of these seldom heard groups innovative activities will be required.
There are 2 practice representatives who attend the PPG group, a practice secretary who has responsibility for the liaison with
PPG chair and its members plus one of the GPs.
9 The practice has received various forms of feedback. Individual Patient Surveys and questionnaires. The practice regularly
discusses feedback both positive and negative at practice meetings. We are also now taking part in the NHS Friends and Family
survey where patients that attend the surgery are asked to fill in a form.
The PPG has identified the following priorities with the Practice for this current year:
• To develop and improve communication between the practice and patients, and conversely the patients and the practice;
• To actively participate in the Dorset Clinical Services Review notably during the coming consultation process;
• To work with others to resolve the current difficulties experienced in car parking particularly for those with mobility and
access difficulties,
The following are in progress:
• Putting a TV screen in the patient waiting area with key information about the practice and health education issues.
• The further development of patient education programmes is under discussion
• The local magazine ‘Wyke Register’ has agreed that ‘News from the Practice’ can be a free insertion in this monthly
magazine delivered to all homes in the area.
• Our local councillor for the borough has agreed to attend our next meeting and is actively involved in helping us improve the
parking difficulties experienced by a number of patients.
• The management group of the practice is currently considering joining the National Association of Patient Participation
Groups (NAPP).
The Wyke Regis Health Centre PPG face to face group is a new group that has had only 2 meetings so far. It meets regularly
every 2/3 months. So far we have met just twice so it is too early to see many changes and improvements. However the group has
set a collaborative framework and atmosphere which has already made the achievements listed above. Our immediate future
meetings are of necessity to be focused largely on the Dorset CCG Clinical Services Review consultation. Improved quality of
service is a declared key priority of that CCG review. Membership of NAPP will give the group an improved range of tools to
improve the functioning and increased participation in the group. It is anticipated that will include opportunities to develop
involvement of seldom heard groups.
10