NHS England - North (Yorkshire & the Humber)

2014/2015 Patient Participation Enhanced Service – Reporting Template

Practice Name: Kippax Hall Surgery

Practice Code: B86092

Signed on behalf of the Practice : 17 Mar 2015

Signed on behalf of the PPG: 20 January 2015

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 at quarterly meetings
Numbers of member of PPG: 10

Gender mix of practice population and PPG:

% / Male / Female
Practice / 50% / 50%
PRG / 30% / 70%

Details of age mix of practice population and PPG

% / <16 / 17-24 / 25-35 / 35-44 / 45-54 / 55-64 / 65-74 / >75
Practice / 20% / 9% / 12% / 14% / 16% / 12% / 11% / 6%
PRG / 0 / 0 / 0 / 0 / 0 / 10% / 50% / 40%

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 / 98% / 0.1% / 0 / 1% / 0.3% / 0.2% / 0 / 0
PRG / 100% / 0 / 0 / 0 / 0 / 0 / 0
Asian/Asian British / Black/African/Caribbean/Black British / Other
Indian / Pakistani / Bangladeshi / Chinese / Other
Asian / African / Caribbean / Other Black / Arab / Any other
Practice / 0.1% / 0.1% / 0 / 0.2% / 0 / 0 / 0 / 0 / 0 / 0
PRG / 0 / 00 / 0 / 0 / 0 / 0 / 0 / 0 / 0 / 0

Describe the 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 June 2011 we commenced advertising for the new patient participation group to be established at the Surgery.

Advertising for the group was initially by posters displayed in the surgery and an announcement on the Practice Website.

Take up from this initial campaign was limited and so this was supplemented by a pro active campaign of clinical staff raising the subject in consultations. In addition a banner was added to all printed prescriptions advertising the group.

By August 2011 sufficient patients had been identified to hold the initial meeting of the group which took place on 9 August 2011. At this initial meeting the patient representatives identified the need for greater diversity within the demographics of the group.

An additional recruitment campaign took place in 2012 and following this the numbers and demographics of the patient representatives has improved.

A further recruitment campaign took place in late 2014 and new members have joined the group.

The practice and patient group will continue to ensure full representation of its patients by continuing to encourage and make all patients aware of the group and the role they can play in developing local services.

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 number of nursing homes or a LGBT community?

The practice population does not have significant numbers of patients from specific groups such as care home residents, learning disability patients or drug users.

2.  Review of patient feedback

Outline the sources of feedback that were received during the year:

·  Patient suggestion box in waiting room

·  Facility on practice website to send in feedback

·  Complaints

·  Significant events

·  Friends and family test

·  Patient survey

How frequently were these reviewed by the PPG?

The PPG meets quarterly on a Tuesday evening at 17:00

·  20 May 2014

·  19 August 2014

·  1 October 2014

·  20 January 2015

All feedback received is discussed at these meetings

3.  Action plan priority areas for implementation

Priority area 1

Description of priority area:

·  Repeat annual patient survey to gain feedback and to provide year on year comparison

Actions taken to address the priority:

·  PPG reviewed survey questions from last year and added additional questions regarding the PPG

·  Survey carried out in Dec 2014

·  Results of survey reviewed by staff and PPG

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

·  Action plan created by PPG

o  Review of embargo slots

o  Opening times over bank holidays

o  Alcohol hand gel next to arrival screen

o  Advertising patient group meetings

·  Survey results published on practice website and in surgery

·  Minutes of PPG meeting published on practice website and on notice board in waiting area

Priority area 2

Description of priority area:

·  Increase diversity of patient group

Actions taken to address the priority:

·  Clinicians to actively promote PPG

·  To carry out mini survey to determine interest and most appropriate time to hold the meeting

·  Above mini survey to be included in annual patient survey

·  Results of survey reviewed by staff and PPG

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

·  2 new members at January 2015 meeting

·  Minutes of PPG meeting published on practice website and on notice board in waiting area

Priority area 3

Description of priority area:

·  Review embargo appointments and consistent message from reception team

Actions taken to address the priority:

·  Full administration meeting 10 February 2015

o  Standard message agreed for booking appointments

o  3 month trail commencing 1 March 2015 of releasing on the day appointments at the time the surgery opens rather than some being held back to 13:00

o  Advertising campaign to notify patients of changes

o  Greater use of telephone appointment slots

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

·  To be reviewed at next PPG meeting and at end of May 2015

·  Minutes of PPG meeting published on practice website and on notice board in waiting area

Progress on previous years

Summary of patient meetings 2011 to 2012

Full minutes of the meeting can be viewed on the practice website

9 August 2011.

Actions arising from the meeting:

·  Drafting of mission statement Actioned

·  Provision of suggestion box in waiting room Actioned

·  Dedicated page on practice website Actioned

·  Encourage additional patient representatives Actioned

18 October 2011.

Actions arising from the meeting:

·  Agreement of patient survey questions Actioned

·  To display zero tolerance poster in reception window Actioned

·  Confidentiality in the waiting room / reception Actioned

·  Men’s health notice board, leaflet and area on website Actioned

24 January 2012

Actions arising from meeting:

·  Action plan following patient survey Actioned

·  Hand gel to be placed in waiting area etc. as per Actioned

the suggestion box

Summary of patient meetings 2012 to 2013

Full minutes of the meeting can be viewed on the practice website

24 April 2012.

Actions arising from the meeting:

·  Strategies to reduce the number of wasted appointments

due to DNA’s Ongoing

·  Encourage additional patient representatives Ongoing

·  Publication of next newsletter Actioned

22 August 2012.

Actions arising from the meeting:

·  Agreement of patient survey questions Actioned

·  Encourage additional patient representatives Ongoing

6 November 2012.

Actions arising from the meeting:

·  Leeds Lets Change notice board and promotion Actioned

·  New newsletter Actioned

·  Additional information to be made available on

practice website Actioned

5 February 2013

Actions arising from meeting:

·  Action plan following patient survey Actioned

Raise awareness by means of Actioned

·  Patient news letter

·  Messages on TV screen

·  Messages on prescription counterfoils

·  Active promotion by staff

For the following items

·  Telephone appointment slots

·  Ability to book in advance

·  Text message reminders

·  Opening times

·  On line booking of appointments

Summary of patient meetings 2013 to 2014

Full minutes of the meeting can be viewed on the practice website

5 May 2013

Actions arising from the meeting:

·  Informing patients if running more than 10 minutes late Actioned

·  Amendment to new patient questionnaire Actioned

20 August 2013

Actions arising from the meeting:

·  Patient representatives at CQC inspection Actioned

19 November 2013

Actions arising from the meeting:

·  Information on End of Life support for Carers Actioned

·  Cigarette butts and leaves in entrance Actioned

·  Agreement of patient survey questions plus addition Actioned

Question around the building and cleanliness

4 February 2014

Actions arising from meeting:

·  Action plan following patient survey Actioned

o  Encourage on line booking including message on

telephone system

o  Remove the message asking patients to ring after

10:00 if they did not want a same day appointment

(relates to comment made on survey)

o  Introduce mobile app for booking and cancelling

appointments

o  Install doorbell at front door for patients needing

assistance entering the building (relates to comment

made on survey)

o  Review at practice meeting comment re no surgery

on a Friday afternoon (relates to comment made on

patient survey)

·  Well woman board Actioned

Summary of patient meetings 2014 to 2015

Full minutes of the meeting can be viewed on the practice website

20 May 2014

Actions arising from the meeting:

·  Pressure on appointments following reduction in

Dr Pearlman’s hours Actioned

·  Level of service from Boots Chemist Actioned

·  Advertising consent form to allow patient information Actioned

to be given to a relative e.g. spouse

19 August 2014

Actions arising from the meeting:

·  Feedback on Year of Care patient information Actioned

·  Practice priorities for the coming year

o  Increase diversity of patient group Ongoing

o  Repeat patient survey Actioned

o  Review embargo appointments and consistent Actioned

message from reception team

1 October 2014

Actions arising from the meeting:

·  Feedback on bowel screening reminder letter Actioned

20 January 2015

Actions arising from meeting:

·  Action plan following patient survey Ongoing

o  Review of embargo slots

o  Opening times over bank holidays

o  Alcohol hand gel next to arrival screen

o  Advertising patient group meetings

·  Patient suggestion for automatic front doors

·  Patient comment around use of lower reception desk for disabled users

4.  PPG Sign off

Report signed off by PPG: Yes

Date of sign off: 20 January 2015

How has the practice engaged with the PPG:

The practice holds quarterly face to face meetings with the patient participation group

The PPG agrees with the practice the 3 priority areas for the coming year.

The annual patient survey is agreed with the PPG and the results of the patient survey shared

The PPG agrees with the practice an action plan arising from the results of the patient survey

The practice is continually promoting the PPG to all patients to increase the demographics of the group

Proposed changes by the practice are reviewed with the PPG