Does the Practice have a PPG? YES

Method of engagement with PPG: Face to face, Email, Other (please specify) Face to Face, e-mail

Number of members of PPG: 6

Detail the gender mix of practice population and PPG:

Detail of age mix of practice population and PPG:

Detail the ethnic background of your practice population and 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:

It should be noted that there was a requirement under nGMS for practices to collect data regarding ethnicity. The practice has been doing this, but has only collected retrospective data for patients registered before this came into force, on an ad hoc and informal basis. The statistics given above are therefore not indicative of the whole practice, and indeed we find that many patients chose not to answer the question on ethnicity.

In order to ensure the PPG is representative in terms of gender, age and ethnic background it is suggested that we consider or continue doing the following:

The group is advertised in the surgery and at special evenings, but to target the 25-34 age group the midwife could hold a supply of invitations.

Consider a translation of the invitation into each of the languages offered on our booking in screen eg Polish, etc

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:

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

1. Suggestions box
2. Patient complaint letters
3. Friends and Family Test
4. General Practice questionnaire
5. What patients would like for the future questionnaire

How frequently were these reviewed with the PRG?

1. Checked and acted upon weekly by practice (not PPG)
2. Changes made where needed as a result of the investigation (not PPG)
3. Monthly reports taken to meetings (approx. every 2/12)
4. Reviewed by PPG once results are available
5. Reviewed at consecutive meetings by PPG after results analysed.

Priority area 1

Description of priority area:

In our recent questionnaire we asked:How easy is it to get through to the practice on phone?

What actions were taken to address the priority?

With 16000+ patients this is unfortunately an ongoing issue, mirrored in many other practices in the area. In previous years we have added 2 further lines, and installed an automated telephone appointment booking system.

 We are further publicising Vision On line Services in addition to the telephone appointment booking as above. This will allow patients to book an appointment on line, and also order medication, and from 1 April 2015 certain sections of patient records will be available to patients who register for this service.

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

 We publish the results of our recent surveys on our website.

 The telephone and online services that have been put into place have given patients and carers more choice in how they book appointments. However, considering that contact by phone is the most prevalent method of communication our recent GPAQ survey indicates there is still a gap which needs to be addressed. We will be encouraging patients to use automated and on line booking. This is being addressed with publicity on the website and on prescriptions, as a reminder to patients of the alternatives.

Priority area 2

Description of priority area:

In our recent questionnaire we asked ‘How easy is it to get an appointment on the same day? The responses were broadly the same as previous years.

What actions were taken to address the priority?

We offer same day appointments and can have up to 4 clinicians each day offering on the day appointments and telephone triage. Because of the impact of the pressure of work involved in dealing with so many on the day requests, the partners are investigating ‘Dr 1^st’.

Dr 1^st is a system which will analyse capacity, activity, demand and backlog and then advise on better ways of providing a quality service to patients. The practice has started the process and had feedback on suggestions for which system would address our issues.

We continue to ask staff to explain the process.

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

This is still on-going so we are not currently able to evaluate anyactions. However, once we have accepted the recommendations and had in process for a reasonable time we will be evaluating and publicising this on the website.

 Currently we have a Friends and Family Test poster in the waiting room indicating what patients have asked for and what we have done to solve the issue.

Priority area 3

Description of priority area:

Question 17 of our recent questionnaire asked ‘How easy is it to book ahead?’

What actions were taken to address the priority?

We continue to offer on the day and forward booking up to five weeks ahead. However by considering our ways of offering appointments as per Priority area 2 we look to this to make it easier for patients to book ahead. We have put in place the automated telephone booking and the On line appointment booking and consider that these are part of a consolidated process to offer appointments to patients.

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

As per priority 2 this system will need to be evaluated and this will be publicised in the practice and on the website.

We continue to look at better systems for providing and making appointments and improving phone access or an alternative on line or automated access.

 In previous years we have discussed decoration of the premises. We have had the outside painted recently, and we continue to do the decoration on a rolling programme when funds permit.

 We have adopted more technology such as electronic results, to give us a speedier reporting medium for patients; on line appointments and medication ordering; and GP2GP transfer which allows for the secure transfer of patient records within 24 hours of registering.

Report signed off by PPG: YES

 Date of sign off: 26.3.15

How has the practice engaged with the PPG:

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

We have a Special evening each year and this is normally based on a particular area such as Asthmatics, diabetics etc, but decided by PPG. We continue to do this and have plans to get leaflets translated and also to be available to the 25-34 age group

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

We continue to carry out Family and Friends test both within the surgery and through SMS responses, as well as our suggestion box; feedback on our website with every issue receiving an individual response; NHS Choices, again responding to each comment

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

Our group was involved in previous years and the responses to this year’s questionnaires have been discussed in detail again this year.

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

We strive to provide a quality healthcare service at all times, and would welcome a review of this by PPG

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

We welcome the input from our PPG, especially the help they provide during patient Special evenings and hope this has given them an insight into General Practice .