North Yorkshire and Humber Area Team
2014/15 Patient Participation Enhanced Service – Reporting Template
Practice Name: Central Surgery and The Village Surgery, Goxhill
Practice Code: B81005
Signed on behalf of practice: Date: 16/03/2015
Signed on behalf of PPG: Date:
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, Email, Other (please specify) Face to face and E-mail. |
| Number of members of PPG: Five with three vacant positions to be filled. |
| Detail the gender mix of practice population and PPG: |
|
%
|
Male
|
Female
|
|
Practice
|
|
|
|
PPG
|
40
|
60
|
Detail of age mix of practice population and PPG:
|
%
|
<16
|
17-24
|
25-34
|
35-44
|
45-54
|
55-64
|
65-74
|
> 75
|
|
Practice
|
18.27
|
8.49
|
10.28
|
11.85
|
15.72
|
13.68
|
12.84
|
8.87
|
|
PPG
|
|
|
|
|
40
|
20
|
40
|
|
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
|
94.01
|
0.16
|
0.02
|
1.29
|
0.02
|
0.04
|
0.08
|
0.22
|
|
PPG
|
100
|
|
|
|
|
|
|
|
|
%
|
Asian/Asian British
|
Black/African/Caribbean/Black British
|
Other
|
|
|
Indian
|
Paki-
stani
|
Bang-
ladeshi
|
Chinese
|
Other
Asian
|
African
|
Carib-
bean
|
Other Black
|
Arab
|
Any
other
|
|
Practice
|
0.03
|
0.02
|
0.01
|
0.29
|
0.11
|
0.03
|
0.02
|
0.05
|
0.01
|
3.59
|
|
PPG
|
|
|
|
|
|
|
|
|
|
|
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:
In order to ensure that the Patient Participation Group is representative of the practice population, initial invitations to join were sent alongside patient questionnaires from 2011-2013, equating to 3000 patients aged 14 and above selected at random (approximately 20% of patients registered). Vacancies are now advertised amongst Patient Forum.
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:
2. Review of patient feedback
Outline the sources of feedback that were reviewed during the year:
- Friends and family
- NHS Choices
- Anonymous comments via website
- Suggestion boxes placed in each surgery
- Feedback via Patient Forum
How frequently were these reviewed with the PRG?
Bi-Monthly
3. Action plan priority areas and implementation
|
Priority Area 1
|
|
Description of priority area:
Access of appointments / Access for working patients
|
|
What actions were taken to address the priority?
- Employment of a Nurse Practitioner
- Taking part in Productive General Practice to assess demand against availability
- Continuation of the Rapid Access Clinic
|
|
Result of actions and impact on patients and carers (including how publicised):
- Improved same day access (average on Rapid Access clinic gradually improving)
- Better minor ailment management via Nurse Practitioner- less inappropriate appointments for GPs
- Productive General Practice review still pending
- Actions published via website, display board in reception and, dependent if appropriate, the quarterly newsletter
|
|
Priority Area 2
|
|
Description of priority area:
Customer care issues
|
|
What actions were taken to address the priority?
- Additional training provided, with annual updates required as a refresher for existing staff and training for new staff
- Reception protocol introduced
|
|
Result of actions and impact on patients and carers (including how publicised):
- Positive feedback from the CQC inspection questionnaires highlighting the improvement
- CQC feedback pending being published; awaiting confirmed report
|
|
Priority Area 3
|
|
Description of priority area:
Extended hours
|
|
What actions were taken to address the priority?
Still under discussion for implementation in Spring/Summer 2015
|
|
Result of actions and impact on patients and carers (including how publicised):
Not applicable
|
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):
|
As a result from feedback from the survey and priority areas identified by the patient participation group during 2013-2014, the following areas have been focused on, resulting in the following:
- Average amount of patients needing to be seen via Rapid Access decreased
- Amount of calls and time taken to answer them in the morning improved
- Online booking now available from 6.30am to improve accessibility for those working
- Productive General Practice reviews in place to look at potentially allowing forward booked appointments for all patients
- Friends and Family test allowing for more ‘real time’ feedback which action can be taken against accordingly if needed
- An e-mail service has been set up for patients to receive regular updates in relation to the practice and for any non-urgent enquiries
|
4. PPG Sign Off
|
Report signed off by PPG: YES/NO
Date of sign off:
|
|
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?
|