PATIENT REPRESENTATIVE GROUP REPORT – MARCH 2015
PATIENT PARTICIPATION GROUP
WHAT IS THE PATIENT REPRESENTATIVE GROUP (PRG)?
Give a brief history of the group – when it was formed, what is its purpose
e.g. ‘The patient representative group at Griffins Brook Medical Centre was set up in July 2010 to understand the views of patients on the services that the Practice offered. The group reviews everything from access to the services, to local health needs, to the effect of the changes in the NHS on the practice. It is an open membership group that encourages involvement and attendance from all areas of the practice community’
Birmingham and the Black Country Area Team
2014/15 Patient Participation Enhanced Service
Practice Name: Griffins Brook Medical Centre
Practice Code: M85163
Signed on behalf of practice: Daniel Hill Date: 10/03/2015
Signed on behalf of PPG: Patricia World Date: 10/03/2015
- 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
Number of members of PPG: 12 and virtual group = 7
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:
Mixed/ multiple ethnic groups
Gypsy or Irish traveller
White &black Caribbean
White &black African
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: The PPG and virtual group reflects well on ethnicity but does not so well capture the under 35 patients.
Initiatives to be more inclusive for the under 35s: The re-introduction of a virtual patient group. Practice has established a facebook profile also. Practice has introduced PPG promotional message on the practice TV.
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:
- Review of patient feedback
Outline the sources of feedback that were reviewed during the year:
Mori Survey, Feedback from NHS choices, Local Healthwatch,, CQC Visit and Friends and Family
How frequently were these reviewed with the PRG? 6 monthly
- Action plan priority areas and implementation
Priority area 1
Description of priority area: Only 35% of patients in national survey said they were confident in managing their LTC. Improve pts self management of long term conditions.
Practice has introduced Care Plans for patients most at risk of hospital admissions. We have also recently introduced Asthma and COPD patient management plans. Suitable patients with heart failure have been given monitoring equipment (blood pressure machined and oximeter ) so they can do regular testing at home and answer interactive questions about their health, sending us the results via the internet.
Result of actions and impact on patients and carers (including how publicised): the introduction of these initiatives has been published in a practice newsletter and on its website. The planned impact of the introduction of the telemonitoring and management plans is a reduction on emergency admissions and A&E attendances, while empowering patients to manage their own health better. It is too soon to produce statistics but the initial signs have been encouraging.
Priority area 2
Description of priority area: Better information on how to contact Out of Hours
Only 48% in national survey said they knew how to contact OOH. Improving the information for patients so that they are aware to contact out of hours.
What actions were taken to address the priority?
A new improved / larger and brighter translucent sign with the opening hours and out of hours information has been erected at he the entrance to the practice.
A video presentation has been added to the waiting room TV content.
Out of hours details have also been added to the latest newsletter.
Result of actions and impact on patients and carers (including how publicised): Published as above. Most recent survey results published in January 2015 say 53% of patients know how to contact OOH. We expect to see this figure improve further next year.
Priority area 3
Description of priority area:
On both the NHS and Healthwatch feedback patients expressed the importance of being able to book appointments. Practice is near full capacity so will promote the online booking solution and increase useage.
What actions were taken to address the priority?
The practice has redesigned the appointment cards, so that the emphasis is on booking online and not by phone.
A sign up display with sign up forms are situated on reception.
All prebooked appointments have been enabled to allow web booking, whereas previously on 60% were available to book online.
Booking online is listed as the 1st option to book an appointment on the website.
Result of actions and impact on patients and carers (including how publicised):
Online bookings has increased since June -from 5 appointments per week to on average 17 appointments per week with this increasing monthly. If online booking continues to increase the practice will be able to keep registering patients as we do not have the admin space to have additional receptionists in the building.
Overall the increased usage has enabled patients to receive a better service as they can see all the appointments available to them and they can book the appointments 24/7.
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):
Electronic Prescriptions – Some patients comments express frustration with obtaining prescriptions
Practice manager to request to CCG that we can proceed with the EPS service and get it implemented
Up and running August 2013
Utilisation is now at 46%
Appointments. Practice undertook two appointment audits in the Summer of 2014 to gauge if the appointment system is appropriate and that we are meeting patient demand.
For detailed analysis of the audits please just ask.
Although the feedback is very positive Practice manager will review the appointment system and report back on the findings. Practice has a 10% dna
RECOMMENDATIONS / COMMENTS
Emergency appointments to be introduced in the afternoon surgeries. – COMPLETED July 2014
The best time for additional surgeries is Monday or Tuesday afternoon. - EXTRA SURGERIES have been introduced from August 2014
We must encourage / cajole patients to utilise online bookings / repeat prescription requests - ONGOING
For new patients or when doing Health Checks check for mobiles and email addresses -
Online email consultations for non urgent medical (medication / test result queries) that is filtered by Reception, Nurses, NP and GPs. (We are already doing this)
Outside lights are inadequate
To be addressed.
January 2014 – New outside lights have been installed
- PPG Sign Off
Report signed off by PPG: 10/03/2015
Date of sign off: 10/03/2015
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 are recruiting patients to sign up to a virtual ppg in addition to the original ppg.
Has the practice received patient and carer feedback from a variety of sources? Yes, From Mori survey, nhs choices, friends and family, local healthwatch visit and cqc visit.
Was the PPG involved in the agreement of priority areas and the resulting action plan? Yes, discussed 8th September 2014
How has the service offered to patients and carers improved as a result of the implementation of the action plan? yes
Do you have any other comments about the PPG or practice in relation to this area of work?