eskdaill medical

T:01536 522633   121 Lower Street, Kettering, Northants, NN16 8DN.

Patient Participation Report 2015

Patient Participation Report

Hertfordshire and South Midlands Area Team

2014/15 Patient Participation Enhanced Service Reporting Template

 

Practice Name:  Eskdaill Medical

 

Practice Code:  K83013

 

Signed on behalf of practice:          David Naylor                                                                                                          Date:18.3.15

 

Signed on behalf of PPG:              PPG member                                                                                               Date:18.3.15

 

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, Email, Other (please specify):

 

The practice has a virtual PPG contacted by Survey Site, Email and letter

 

Number of members of PPG:

 

 73

 

Detail the gender mix of practice population and PPG:

 

%

Male

Female

Practice

49%

51%

PPG

42%

58%

 

Detail of age mix of practice population and PPG:

 

%

<16

17-24

25-34

35-44

45-54

55-64

65-74

> 75

Practice

21%

10%

15%

15%

14%

10%

8%

7%

PPG

0%

4%

18%

8%

15%

21%

19%

15%

 

Detail the ethnic background of your practice population and PPG:

 

 

White

Mixed/ multiple ethnic groups

 

British

Irish

Gypsy or Irish traveller

Other white

White &black Caribbean

White &black African

White &Asian

Other mixed

Practice

9300

31

 

1232

22

43

 

49

PPG

48

 

 

10

 

 

 

8

 

 

 

Asian/Asian British

Black/African/Caribbean/Black British

Other

 

Indian

Pakistani

Bangladeshi

Chinese

Other

Asian

African

Caribbean

Other Black

Arab

Any other

Practice

166

60

14

85

559

169

530

83

6

398

PPG

3

 

 

 

1

 

 

 

 

3

 

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:

 

Information provided on all notice boards and information screens inviting all patients to join the practice PPG.  Details about the PPG and how to join are on the practice website. Opportunistic  invites for patients when seeing clinician in an attempt to maintain proportionality of PPG.   All practice staff encourage patients who are interested in the PPG to join.

 

The practice will continue to invite patients of differing ethnic origins to try and balance the PPG in line with our patient population.  At present  the PPG is largely made up from White British patients

 

 

 

 

 

 

 

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/NO

 

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:

 

1.     In house patient survey carried out in early 2014

2.     National patient survey results

3.     Patient complaints

4.     Patient suggestions written and verbal

5.     FFT feedback

 

 

 

How frequently were these reviewed with the PRG?

 

These were reviewed regularly  by practice management and partners and summary of findings published for PPG for comments and further suggestions once in the year.  An action plan was produced based on all the data  and this was submitted to the PPG for approval and comment.  The Action Plan was finalised once PPG comments had been reviewed

 

 

 

 

 

3.            Action plan priority areas and implementation                                                                     

 

Priority area 1

 

Description of priority area:

 

Advanced Booking of appointments

 

 

 

What actions were taken to address the priority?

 

The 2014 patient survey contained a number of comments regarding the pre booking of appointments.   The problem has also been discussed with patients by the Practice Manager and other staff members when trying to resolve complaints about appointments.  In the present system some appointments are opened up at 08:00 for the following day and therefore all these are filled early in the day. From week commencing  22/3 some appointments will be made available at 1:00pm  to allow patients where work commitments make it difficult to get through at 08:00 (ie shift workers or those travelling to work) the opportunity to book an appointment for the following day .

 

 

 

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

 

Change to appointment system to commence week commencing 22/3/15.  Notices displayed on website, information screens and notice boards informing patients and carers of the changes that will allow greater access to appointments for those patients unable to contact the surgery at 08:00 in the morning.

 

 

 

 

Priority area 2

 

Description of priority area: 

 

Waiting Area

 

 

What actions were taken to address the priority?

 

Review of 2014 survey and discussions with patients throughout the year talked about improvements to waiting areas.  A number of suggestions were put forward including drinks machines, TV and music.  The most practicable change was to utilise the existing PA system to play background music at a low level.  This will provide patients with a calmer area whilst providing a focus away from the reception counter therefore improving confidentiality

 

 

 

 

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

 

Music was introduced on from 12th March 2015 and has had a favourable response from patients and staff.  Patients were informed of the change on practice notice boards and information screens


 

Priority area 3

 

Description of priority area: 

 

Telephone answering

 

 

What actions were taken to address the priority?

 

Continuing comments have been received either from the practice survey, patient complaints,  Friends and family test and feedback from Healthwatch Northamptonshire visit stating that it can be difficult to get through to the practice by telephone at 08:00 in the morning when telephone lines go live.  To try and relieve the pressure at that time in the morning we have employed extra reception staff and also made it possible for certain management staff to answer calls.  This should allow for calls to be answered more quickly  at the busiest time of the day.

 

 

 

 

 

 

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

 

This action was completed by the end of January 15 when additional staff completed training.  It is hopes that waiting times will be reduced as a result.  Patients were informed on the notice boards and on the display screens 

 

 

 

 

2012-13

Set up online facility for patients to book appointments online - Completed

Set up online facility for patients order repeat prescriptions online - Completed

 

2013-2014

1. The practice will continue to go forward with online access and will advertise this service

Further details on the use of the online service were published on website and patient booklet. Information leaflets printed off and issued with registration packs.  Posters are positioned in entrance areas and reception notice boards.  Information screen messages promote the  advantages of online access.  Clinicians invite patients to register for online services where appropriate

2. The  practice will review the number of appointments available to be booked online as online patient registration increases The number of appointments available for online booking are regularly reviewed and adjusted to account for increasing list size

3. Expansion of the  online repeat prescription service has meant  that patients would not have to visit the surgery in person to order their prescriptions

4. The Practice will investigate sending some appropriate pathology results out by text to restrict the need for patients to have to ring the surgery when results are normal therefore reducing the high level of telephone traffic. Concern about information governance issues has prevented this at present until issues have been resolved

 

 

 

Report signed off by PPG: YES

 

Date of sign off: 16/03/15

 

Has the report been published on the practice website?  YES

 

Please insert web-link to your report: 

 

 

How has the practice engaged with the PPG:

The PPG have been involved in discussions around survey results from 2014 survey along with providing feedback to suggested areas of improvement along with the resulting action plan

 

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

Information is provided in a number of areas including website general practice notice boards, Carer notice board and the reception desk.  Contact can be made with Practice Manager through email, telephone ofr by meeting face to face to discuss suggestions

 

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

Yes Patient survey results and comments.  PPG comments on survey, FFT comments, Patient complaints and compliments to PM and staff.  Use of email, survey website, letter, telephone and face to face

 

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

Yes members were contacted by survey management site, email and letter

 

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

Change to the appointment system allows working patients greater access to book routine appointments.   Increase in staff levels taking calls in the morning helps reduce waiting time and cut down on the number of attempts patients will have to make to get through.  Music in the waiting area results in a calmer environment for patients.

 

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

 

No.

 

 

 

 

 

 

 
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