Show Side Menu

Local Patient Participation Group Report 2016-2017

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

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

Practice has an established PPG / PRG

Once again the surgery is much appreciating all PRG members for their valuable contributions in terms of time and ideas to benefit the registered patients for the past 5 years. The membership is open to all patients aged 16 and over. The PRG membership is increasing slowly every year.

Description of the profile of the members of the PRG

There are 7 PRG members in our group now, 4 joined in 2016-17 but 3 of them unable to continue due to health grounds. The active membership consists of 6 White and 1 Asian. The PRG is always shown lots of interest to actively take part in practice activities and advise us on improvements where appropriate continuously during the regular PRG meetings and also their visits to the surgery.

Details of the PRG members

Age

Sex

Ethnicity

Relevant Social Factors

81

M

British Indian

Retired

76

M

White British

Retired

82

M

White British

Retired

31

M

White Portuguese

Employed

34

F

White British

Employed

30

M

White Dutch

Employed

63

F

White British

Retired

The current format of the PRG is face to face. We meet on regular intervals, due to work commitments employed PRG members unable to attend. So, the minutes of the meetings published in our site.

Steps taken to ensure that the PRG is representative

Practice population summary

The current Practice population is 5236 and the breakdown of the Age range is as below. Our demographic has a high level of deprivation, very mobile population due to the nearby Army Barracks and ethnically diverse.

Age Range

Number of Patients

Under 5

430

5-15

770

15-25

576

25-35

827

35-45

806

45-55

726

55-65

528

65-75

335

75-85

182

> 85

56

Gender

Age Range

Gender TOTAL

%

<5

5-15

15-25

25-35

35-45

45-55

55-65

65-75

75-85

>85

Male

211

386

275

374

380

368

262

163

80

21

2520

48

Female

219

384

301

452

427

358

266

172

102

35

2716

52

 

430

770

576

826

807

726

528

335

182

56

5236

 

Practice Ethnicity Profile

Our population is always approximately 50-50 Male and Female patients ratio i.e., 2716 females and 2520 males predominantly with White population followed by Afro-Caribbean, Asian, Other EU nationalities, continental, etc.,

The practice has a multi ethnic population with 99% recorded ethnicity in medical system. 41.34% of our registered population are White British, 17.69 % are African, 12.31% are Other Black background, 12.99% as other white / EU background, 2% are Irish, 12% Asian Origin comprising of Indian, Pakistani, Bangladeshi, Chinese, Continental, etc., the rest is from mixed backgrounds.

Reasonable steps

As previous years, we continue to find ways to increase the membership and some success also achieved. This year 4 new members joined us based on our membership drive.

  1. A proposed advert in Jayex patient calling system
  2. A proposed inclusion of ‘Would you be interested to join Patient Participation Group please’ in Jayex appointment self check in machine
  3. Face to face invites to join by the Doctors, Nurses, Receptionists and Practice Manager
  4. Poster in the waiting area and application form at reception desk
  5. Posters at community pharmacy notice boards and Verbal campaign by community pharmacists on the request of Practice manager.
  6. Online membership enrolment from our site www.allsaints-medicalcentre.co.uk
  7. New patient registration form [hard-copy] with a question ‘Would you be interested to join Patient Participation Group please?’ If yes, please contact Practice Manager
  8. We discussed with Midwives to include PPG membership forms with mum-to-be packs
  9. We have a dedicated PRG section on the practice website has details for the PRG, with an application form to join

10. The website Online new patient registration forms will have a query ‘Would you be interested to join Patient Participation Group please?’

11. In the waiting room, and clearly labelled is a ‘suggestions box’, where all people that attend the surgery can make suggestions

  1. 12.  We use FFT comments also to gain views of the services
  2. 13.  Views also sought from housebound 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

We invited PRG members to discuss and finalise the 2016-17 local practice survey. Surgery sought the views of PRG and NHS England regarding Weekday extended Hours rather than weekend Extended Hours due to the opening of Greenwich Hub during Oct 2016.

On the advise of PRG, we have included survey questions about HCA, Patient Online Services and Participating in PPG in addition to previous year questions on Opening Hours [Weekdays and Weekends], appointment times, approach by clinicians during consultations, wait times to see a clinician, telephone answering, emergency appointments, etc., 

Online access is making good progress and we are continuing to devise ways to promote this service.

Monthly results from FFT reports were discussed during every PPG meeting. We do discuss about demanding workload, Shortage of Doctors, Practice Nurses, etc.,

Clearly identified priority areas to include in the survey

Some of the issues are applicable to every year. So, few of them are getting repeated as priority areas as previous year’s survey to make sure a good service to the patients.

  1. Availability of late appointments with Drs and Nurses due to new Nurse/HCA
  2. Telephone answering by reception
  3. Emergency / Same day appointments availability
  4. Waiting times at reception to see Drs

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

Survey

The PRG authorised to distribute the final questionnaire so as to collect patients’ views during February and March17.

Local practice survey was undertaken at least once in 2016 /17

Yes, during February and March2017 with the agreement of PRG

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

Yes, we had a discussion with PPG on the priority areas and the survey questions were based on priority areas as agreed by the PRG. In fact for the past 2 years Survey questionnaire is finalised by PPG Chair and Deputy Chair.

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

As usual it was offered to all patients ‘checking in’ for appointments at reception. Additional copies were available in the reception area, with all clinicians as well.

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.

Nearly half of the survey results were returned by the patients. All results input into the computer and a report created by the website management team for discussion with PRG members.

Surgery met with PRG on 28/3/17 to discuss the survey results and also discussed the findings. 

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

As previous years, we used Neighbourhood Direct to collect and analyse the results so as to produce reports.

The PRG checked the report as against the survey hard copies to make sure the report is the true reflection of survey on the 28/3/17.

Component 4 - Provide PRG with opportunity to discuss survey findings

A meeting held on 28/3/17 mainly to discuss the survey findings. PRG members have gone through comments carefully to make final recommendations for action plan.

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

During a meeting on 30/1/17, it was decided to hold a meeting on 28/3/17 discuss the survey findings. A meeting has been arranged on 28/3/17 to discuss the local practice survey and FFT comments and also to seek agreement on action plan before making any significant changes to services..

The proposed changes won’t impact on contractual agreement with NHS England.

From the survey results,

-        The receptionists received ‘Excellent’ ratings from Majority of the patients

-        Surgery times, Drs, Nurses, ability to book appointments, same day emergency appointments booking all received Good and Excellent ratings mostly.

-        Unfortunately no one willing to join in PPG

-        Most of them replied ‘No’ to Online services use.

For the 2nd year running, as advised by PPG we continued with  gender and age group capturing in the survey to gauge age based response and gender based responses.

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

The action plan agreed on 28/3/17 and to implement it from 2/May/17. The details of action plan and the timeline for implementation of the action plan also decided in the same meeting as below.

Action plan table

 

 

Issues and priorities to be addressed

 

Planned improvement action

 

 

Lead Person

 

 

Timescale

 

 

Progress

What

 

How

Who

When

Outcome

1

New myGP app availability from March17 to all smart phones to book / cancel appointments.

 

 

 

 

 

 

Using Jayex patient calling system

 

Using Jayex Self Check-in

 

Advise from Clinicians / Receptionists /Practice Manager

 

MyGP mobile app

 

Waiting area poster

 

Surgery website

 

Surgery Leaflet

 

Notice to chemists

 

 

 

 

 

 

 

Practice Manager

 

 

 

 

 

 

2/May/17

 

2

New Nurse joined in April2016

 

New HCA joined in June16

 

Late appointments with Doctors, Nurse and HCA publicity.

 

 

 

3

Recruitment for more PPG members

 

4

Greenwich Hub appointments availability during weekend in Thamesmead Medical Centre

 

5

Quarterly Did Not Attend [DNA] reporting

Using Jayex patient calling system

 

Waiting area

 

Surgery Website

Practice Manager

2/May/17

 

 

 

 

 

 

 

Component 6 - Publishing the PPG report

The full PPG report published by 29/3/17 in the practice website

www.allsaints-medicalcentre.co.uk.

Update on action plan from previous year i.e., 2015-16

 

Issues and priorities to be addressed

 

Planned improvement action

 

 

Lead Person

 

 

Timescale

 

 

Progress

What

 

How

Who

When

Outcome

Increasing the emergency on the day bookable appointments

 

Implementing in Vision and updating all staff

Practice Manager

11/4/16

Yes, Implemented

More visible patient communications

 

by Posters, surgery leaflet and site

Practice Manager

11/4/16

Yes, Implemented

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

Practice website - Yes by May 2017

Practice leaflet - Yes by June 2017

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

Yes

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 8.00 AM to 6.30PM on 0208 854 3964 and 0208 316 8110 or in person or fax [0208 317 8512]

The surgery Reception /Opening times are

Monday – Friday 8.00AM – 630PM 

Extended Hours [Drs and Nurses]
Reception times on Saturday 830AM – 12PM
Dr Anna Pentcheva-Lee Saturdays: 840AM – 12PM
Dr C M Raju Chinduluri Saturdays: 9AM – 12PM [During Dr Anna Lee’s Annual leave]
Nurse Claire O’Connor: 840AM – 12PM

In general, Surgery performance is good in all areas. It was evidenced as below based on CQC report and FFT monthly feedback

  1. 1.   We had our CQC inspection in April2016, and the following is the Outcome from the visit.

The full report can be accessed from the following link.

 

http://www.cqc.org.uk/location/1-549543739

 CQC

 2.   Friends and Family Test [FFT] Reporting

By analyzing the data from FFT data, every month approximately 85% of patients giving us ‘Extremely likely and Likely’ rating to recommend Friends and Family.

 report chart

Share

Your Neighbourhood Professionals Tatiana Pires Azevedo Counsellor & Psychotherapist Sarah Beecroft Nutritional Therapy
© Neighbourhood Direct Ltd 2017
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 Tatiana Pires Azevedo Counsellor & Psychotherapist Sarah Beecroft Nutritional Therapy
Back to top