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Local Patient Participation Group Report 2014-15

All Saints Medical Centre PMS

PATIENT PARTICIPATION GROUP REPORT 2014-15

This report covers all of the following 6 components as set out in the PPG DES guidelines document

The components are,

Component 1 - Develop a PRG and the description of a PRG

Component 2 - Agree areas of priority with the PRG

Component 3 - Collate patient views through the use of a survey

Component 4 - Provide PRG with opportunity to discuss survey findings

Component 5 - Agree action plan with the PRG and seek PRG agreement to implementing changes

Component 6 - Full PRG published by 31st March 2015 and meets all requirements

Component 1 - Develop a PRG and the description of a PRG

Practice has an established PRG

We had started the PRG back in 2011 and met first time on 24/2/12. Ever since its inception, the PRG is growing its membership and meeting regularly to give suggestions, to discuss the practice issues, PPG survey, etc., Our PRG is open to all patients registered with the practice who are aged 16 and over.

Description of the profile of the members of the PRG

The current PRG members comprised of 3 white, 1 African and 1 Asian. They are all very much interested to be part of PRG. 3 of them retired and they are registered with the surgery for more than 25 years. They always would like to help the surgery to improve the services.

Details of the PRG members
Age Sex Ethnicity Relevant Social Factors
78 M British Indian Retired
74 M White British Retired
80 M White British Retired
54 F African Employed
60 F White British Employed

The current format of the PRG is face to face. The PRG convened on 23/7/14, 24/2/15 and 18/3/15 for 2014-15. Dr C M R Chinduluri attends the PRG meeting regularly.

Steps taken to ensure that the PRG is representative

Practice population summary

The current Practice population is 5143 and the breakdown of the Age range is as below

Age Range Number of Patients
Under 5 476
5-15 697
15-25 590
25-35 812
35-45 788
45-55 708
55-65 504
65-75 339
75-85 173
>85 56

Practice Ethnicity Profile

Our ethnicity profile shows a quite diverse population which comprised of always 50-50 Male and Female patients i.e., 2504 female and 2636 male patients predominantly with White population followed by Afro-Caribbean, Asian, Other EU nationalities, continental, etc., 77.19 % of our population is above 16 years of age and 22.8% are children aged 5 or under.

Reasonable steps

[a] The Practice website (www.allsaints-medicalcentre.co.uk) has a dedicated PRG section which gives a full explanation about the need for a PRG, its role and how patients can benefit from joining the group and help to improve the services provided.  There is an online sign-up form available if any patient wishes to become a member.  The website also includes copies of the following PRG related documents:-

  • Patient Surveys
  • Local Patient Participation Report

We also advertise the PRG by the following methods as detailed below:

[b] Poster in the waiting area and application form at reception desk

[c] Face to face invites to join by the Doctors, Nurses, Receptionists and Practice Manager

[d] Telephone campaign to known patients by Practice manager

[e] Posters at community pharmacy notice boards and Verbal campaign by community pharmacists on the request of Practice manager.

[f] From 1st May 15, the online and hard-copy new patient registration forms will have a query ‘are you willing to join the Patient Participation Group please? If yes, please contact practice manager to encourage to join the PRG.

Although our efforts have been met with varying degree of success, we will continue to try and engage patients to join our PRG.

The practice has committed in recruiting patients from all minorities and age groups. Doctors also get feedback from patients during home visits.

Component 2 - Agree areas of priority with the PRG

Details of the steps taken to determine and reach agreement on the issues which had priority and sought the views of PRG to include in the survey

Surgery had a formal meeting with PRG to identify and discuss priorities and issues to include in the local practice survey. We also took on board patients’ priorities and comments, taking into consideration of any complaints that the practice received during the year 2013-14 and FFT reports Dec14 & January 15 survey feedbacks.

The main priorities considered for the questionnaire are Opening Hours, appointment times, approach by clinicians during consultations, wait times to see a clinician, telephone answering, emergency appointments, Online facilities, Extended Hours availability, and free text comments/suggestions. After a lengthy discussion, it was decided to include the following as the priority areas.

Clearly identified priority areas to include in the survey

  1. Opening Hours
  2. Appointment times availability
  3. Approach by clinicians during consultations
  4. Telephone answering by reception
  5. Emergency appointments availability
  6. Waiting times at reception to see Drs

Component 3 - Collate patient views through the use of a survey

The agreed survey was first distributed to the PRG members, and after some minor adjustments, the survey was agreed with the PRG members.

It was decided that the proposed survey should be given out randomly and completed anomalously in order for the survey to have credibility.  Agreed with the PRG that the survey results along with statistical evidence should be included along with this report to submit to the NHS England.

The survey questionnaire was available between 25/2/15 and 13/3/15. It was offered to all patients ‘checking in’ for appointments at reception. Additional copies were available in the reception area also.

We had a box in the waiting area for surveys to be posted in, but reception staff also took the returned completed questionnaires from patients.

During the same time of hard copy distribution, the online survey of same questionnaire opened to the patients at our website www.allsaints-medicalcentre.co.uk.

Local practice survey was undertaken at least once in 2014/15

Yes, between 25/2/15 and 13/3/15 with the agreement of PRG

Survey questions are based on the priority areas agreed by the PRG

Yes, the survey questions were based on priority areas as agreed by the PRG. PRG wanted to include Gender and age group to gauge the response level. The PRG members had been consulted about the proposed method of collation /analysis of data and assessment of survey and no objections were made.

A total of 125 questionnaires were distributed and 62 were returned. This gave a response rate of 49% for the survey. This is considered to be above the normal 30 – 40% response rate in many surveys. 1 survey received by online. Data analysis were done for 63 questionnaires.

Practice informed PRG about the survey results and the assessment process was explained to the members

Surgery met with PRG on 18/3/15 to discuss the survey results and also to explain the assessment process.

Survey results and/or summary included in the report

 - Yes, Click Here to Read

The assessment and other evidence supporting the credibility of the survey process should be included in the report of the practice results

-       Yes

The practice explained to the PRG the methodology it would use to process the data and analyse the results, i.e. survey results would be fed into computer and to produce a graph of the results in percentages.

The Practice advised the PRG that collating the data could either be by the PRG member just like 2013-14, or by the Business Academy work experience student with us during the survey time in February-March15. The collated results will be analysed by the surgery website maintenance company Neighbourhood Direct to produce the report with pie charts and percentages.

For 2014-15, PRG agreed to use Business Academy work experience student to collate the results without any bias, or conflict of interest in the entries helped us to maintain credibility of the results of the audit.

The PRG independently verified the results of the survey on the 18/3/15 were satisfied with survey results.

Component 4 - Provide PRG with opportunity to discuss survey findings

Details of the steps taken by the practice to provide an opportunity for the PRG to discuss the contents of the action plan

A meeting was set up with the PRG on 18/3/15 for all the members to discuss the findings of the Practice survey and for the group to decide on what should be included in the action plan.  The action plan was agreed and finalised on the same day and the Practice agreed with the PRG to implement the proposed changes as agreed in the action plan.

The members felt the results were well deserved and offered constructive feedback on the survey results.

There won’t be any significant change in services.

Component 5 - Agree action plan with the PRG and seek PRG agreement to implementing changes

Details of action plan

  1. Greater Level of communication to patients by waiting area posters and online e.g., Services available, booking appointments, medication requests (in person, online, chemist), using suggestion box to improve services, requesting to join PPG, etc.,
  2. Allowing Saturday prescription script collection on request
  3. Writing the information in an Easel board if any clinic running late

Timelines for actions included in the report.

Practice sought the agreement of the PRG for the implementation of the following action plan.

  1. Greater Level of communication to the patients by waiting area posters and online by 1st May 15
  2. Allowing Saturday prescription script collection on request from 1st May 15
  3. Writing the information in an Easel board if any clinic running late from 1st May 15

Component – 6

Details of the action which the contractor intend to take as a consequence of discussions with PRG in respect of the results, findings and proposals arising out of the local practice survey

Action Plan Table

Issues and priorities to be addressed Planned
improvement
action
Lead Person Timescale Progress
What How Who When Outcome
Greater Level of communication
to the patients
by waiting area posters, surgery
leaflet and Online
Practice Manager 1/May/15  
Allowing Saturday prescription script collection on request by waiting area posters, surgery
leaflet and Online
Practice Manager 1/May/15  
Writing the information if any clinic running late In an Easel board
at the waiting area
Practice Manager 1/May/15  

In addition to the above action plan, the PRG suggested to display the non-attendance/DNA report for every quarter. We have displayed the non-attendance/DNA report already in the waiting area.

Update on action plan from previous year

Based on 2013-14, survey we implemented online request of medications without the need for Fax and requesting in person at the surgery. It was implemented with help of surgery site maintenance company Neighbourhood direct well before Vision INPS online services.

Progress on the key actions identified with the PRG are updated as needed in the practice leaflet and on the practice website

Yes by 1st May 15

The information on actions taken and subsequent achievement are directly linked to the feedback from patients

Yes, all based on patient survey and also on requests from the suggestion box in the waiting area.

The opening hours of the practice premises AND the method of obtaining access to services throughout the core hours are included in the published report

Patient Access to services

Patients can call the surgery Monday to Friday 8.00am to 6.30pm on 0208 854 3964 and 0208 316 8110

The surgery Reception/Opening times are

Monday – Friday 8.00am – 6.30pm

Extended Hours [Drs Only] on Saturdays: 9.000am – 12.00pm

The extended hours access scheme, the times at which individual healthcare professionals are accessible to registered patients are included in the report

Dr C M R Chinduluri ( 1 in 3 Saturdays) on Saturdays: 9.00am – 12.00pm

Dr R Nagarajan ( 1 in 3 Saturdays) on Saturdays: 9.00am– 12.00pm

Dr Anna Lee ( 1 in 3 Saturdays) on Saturdays: 9.00am – 12.00pm

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Your Neighbourhood Professionals Sarah Beecroft Nutritional Therapy Tatiana Pires Azevedo Counsellor & Psychotherapist
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13A Ripon Road, Plumstead, London, SE18 3PS
  • Telephone 020 8854 3964 or 020 8316 8110
Practice Website supplied by Oldroyd Publishing Group
Your Neighbourhood Professionals Sarah Beecroft Nutritional Therapy Tatiana Pires Azevedo Counsellor & Psychotherapist
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