Orchard Partnership – PPG report 2014-2015.
We have had a successful year with more patient uptake and participation growing with our PPG. A couple of years ago we were a virtual PPG, we still communicate to most via email, but we now have face to face quarterly meetings.
As a partnership we have particular thanks to those actively involved, and would like to mention Andy Howson and Pauline Rose who have been actively involved from the outset.
We are quite a unique practice. We are a partnership over four very separate geographical sites, with a mixed rural and semi-urban population spread over a vast geographical area of approximately 336 square miles (21 by 16 miles) across Salisbury Plain. There are many small hamlets and villages but we also encompass Wilton, which is a semi urban town on the outskirts of Salisbury.
Enclosed are the minutes from the last 2 minutes so that those not involved are aware of a sample of what is discussed:
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Minutes PPG Orchard Partnership , Meeting 15.9.14
-Engagement with PPG- ACTION points
We discussed how to achieve better engagement with the PPG and practice generally. Suggestions:
Suggestion boxes in each surgery.
Local newspaper distributions adverts
Notes on prescriptions
Website advertising
Open PPG surgeries at each site
Flyers in the leaflets for new patients
Make posters more visible at practices
- Newsletters- improve communication- ACTION POINTs
PPG would like to see regular newsletters from each site
At least three times a year
Put these on website, waiting rooms, and notice boards
Newsletters might contain the following:
staff changes, vaccination details (eg flu jabs), details when screening services are coming to the practice, details on long-term staff absence, PPG information and contacts, significant local service changes (eg long wait times, closure/opening of new services, prescription/ dispensing changes (eg system-one requesting), interesting local health events.
-Friends and family test
We discussed this new test and how to action this on the website and for the PPG to try and publicize it, as it will take over from the patient survey and is a good opportunity for anonymous comments to the practice
-Anonymous review of Non clinical patient suggestions / comments
There have only been 4 comments since last review. These were discussed and the key points were. Firstly that the service we offer in NHS GP is different from that offered by private GPs, we have less time, and fewer resources, so it is difficult to compare the two. Secondly for receptions to be careful not to ask for personal medical information when booking appointments- to just establish if something is an emergency and needs immediate attention, or if it is a routine problem that can wait. Thirdly we received some positive comments about the surgery. Fourthly- comments were raised about the difficulty opening the front door of the surgery at Shrewton when using a walking aid- we will raise the possibility of automatic door opening (like Fovant) with the partners to improve disabled access.
PPG OPEN SURGERIES
Members of the PPG have offered to hold ‘open surgeries’, to be present in the waiting rooms on the follow dates to try and engage other patients, advertise the Friends and family test, and get any informal feedback possible, the surgeries will be as follows:
MON 13th October, AM FOVANT 8.30-10am- Pauline Rose
Mon 20th October, PM WILTON, 3.30-4.30, Pauline Rose
Mon 13th October, Am Codofrd, 8.30-10am, Andy Howson
Mon 20th October, PM, Shrewton, 3.30-4.30, Andy Howson
We will advertise these on the website, newsletters, and place a notice in the waiting room and on the day of the visit to inform other patients about this activity.
KEY ACTION POINTS
1) Improve engagement with the PPG
2) Improve communication and information- regular newsletters
3) Regular anonymous review of comments and suggestions
NEXT PPG MEETING- 1pm 10th November 2014, Old Orchard Surgery, Wilton. All WELCOME. Please email us on if you would like to attend.
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The Orchard Partnership
PATIENT PARTICIPATION GROUP
Minutes of the meeting held at 1pm on Monday 9th March 2015
Old Orchard Surgery Wilton
Present: Andy Howson, Karen Johnson, Pauline Rose, Barbara Tomlinson
Dr Ali Corke, Sue Reeder (minute secretary)
Apologies: Jasper Archer, Mike & Paula Bremridge, Jeani Grant
Matters discussed:
- Elderly Care Facilitator
Bernadette Watson will be working from her base at the Old Orchard to identify the health and social care needs of patients aged over 75. She will contact them twice a year, on or around their birthday and six months after that, to invite them to complete questionnaires. The aim is to identify hitherto unknown needs of the isolated elderly.
It is planned that a wider of specialist services should be able to be developed by ‘federations’ of GP practices who will in future be able to draw down central funds for this. A longer-term aspiration is to distance NHS services from the vagaries of political control. The Orchard Partnership will be working on this with practices in Hindon, Dinton, mere and Sixpenny Handley. With a larger funding base, it may be possible in the longer term to offer such on-site services as Physiotherapy, Podiatry, Chiropody, etc. The views of PPG members are sought on which type of service(s) may be most appropriate.
It was confirmed that GP referrals to Alzheimers Alliance are routinely made for patients with a diagnosis of dementia or other forms of cognitive decline.
- Care Coordinator(s)
These staff work with all patients identified as carers to provide information, advice and support with such things as Attendance Allowance, Blue Badge applications and other entitlements. There is likely to be cross-over with the Elderly Care Coordinator, although of course many carers are younger people.
Clinicians and admin staff within the Partnership are working to identify patients with caring responsibilities to ensure their health and social support needs are catered for. Coffee mornings, health checks and carer support appointments are being arranged.
- DNAs (patients who do/did not attend appointments)
This issue throughout the NHS and is wasteful of time and resources. DNAs at Wilton are in the region of 7-10%. Most patients are extremely contrite when it happens but there is a small group of known repeat offenders. Andy Howson reported on his investigation into how other practices handle this and provided copies of letters from a London practice to DrCorke for information. It was agreed that the Partnership would consider the use of text reminders in the case of serial failure to attend.
- NHS Friends and Family Test
This anonymous survey form, initially conducted in hospitals, is now being used in GP surgeries. It will shortly become compulsory for practices to obtain feedback through this method from a fixed percentage of patients. The feedback can be completed online as well as in person. DrCorke went through a few recent responses received at Wilton, all of them positive or very positive about the service.
- Shrewton PPG (Friends of Till Orchard Surgery)
Members agreed that it would be helpful for the historically free-standing Friends of Till Orchard Surgery to be more closely incorporated with the Partnership PPG. Andy Howson has discussed this with Chair Carole Slater and Treasurer Andrew Tiffin but without yet reaching a definitive conclusion. They have each raised concerns about ring-fencing the fund-raising which has been a characteristic of the Shrewton group’s activity for many years. Carole has expressed interest in gaining charitable status to maximise income though gift-aid and would like PPG to consider the possibility of a corporate performing rights licence to enable all sites to provide music in the waiting room. Currently only Wilton and Codford have licences. At Fovant a positive choice has been made to encourage chat among patients rather than easy listening!
Within the Orchard Group, the Partners decide their funding priorities – there is no central government funding for items such as furniture and fittings, building maintenance, etc. This comes from the Partners themselves.
There was discussion about site-specific fund-raising for items to benefit patients and it was noted that, unfortunately, donated medical equipment can become out-of-date disappointingly rapidly.
It was agreed to ask Dr Helen Pickup to continue discussions with Shrewton PPG with a view to progressing closer working or a merger.
- Patient access to Summary Care records
From 31st March 2015, patients will be able to view a summary of their medical records online using their SystmOne user name and password. This will exclude Clinicians’ free-text notes and some areas such as mental health issues but will cover results, a summary of past medical history, medication, allergies, etc.
- Other matters discussed
Andy Howson reported receipt of a lengthy survey of views on the NHS produced by a commercial company, Deloitte, on behalf of the government. He expressed concern that he survey does not allow respondents to be specific and, in the absence of this, has so far not provided a response.
- Date of next meeting Monday 8th June 2015 1pm at Wilton
Meeting closed at 2.20pm SR 10/3/2015
Enclosed is an example of our latest newsletter which has been developed as a result of the PPGs wishes and drive:
NEWSLETTER
The Old Orchard Surgery, Wilton
Spring 2015
Dear Patients, Carers, Staff, friends and families.
Thanks for your continued support to the surgery and staff at the practice. We really appreciate any comments in our suggestions box on how we can improve our service to you.
We have a new member of staff. We would like to warmly welcome Claire to our reception team.
As a practice we encourage healthy living, we can help you with weight management, stopping smoking and active for health incentives (gym referrals), if you wish to take responsibility for your health and participate in any of these services we would LOVE to hear from you and support you, please ask at reception.
In conjunction with several of the local practices we have been successful in a bid for extra funds and resources and are delighted to announce that Bernadette will be starting in a new role as an Elderly Care Facilitator in March. A crucial element of her job being to target the health of the over 75’s. This will be both, as a preventative carer as well as being involved in an active role but you should see her around the surgery shortly. She has many years of nursing experience and will be helping us to pick up potentially serious medical conditions that might put you at risk of a hospital admission. Research has proved time and time again that early detection of disease improves outcomes – especially as we get older – so we are fortunate to have this new expertise.
We have a strong drive to identify and offer support to any of our patients who are carers to other people. We have carers support meetings and afternoons and a team who can offer you advice and support in this difficult challenging situation. If we haven’t identified you as a carer please identify yourself to any member of our team, or Chris in reception.
We have a ’ friends and family test’. You may have heard about this in the press, or already seen it on our website or in the surgery. It is a government initiative to find out how NHS services are performing. WE WOULD LOVE YOU TO TAKE PART IN THIS TEST AND IT CAN BE ACCESSED ON OUR WEBSITE, OR YOU CAN FILL IN A PAPER REPLY AT THE SURGERY- WE THANK YOU IN ADVANCE.
If your phone number changes please inform us so we have up to date records.
We have a large number of appointments that are wasted because for whatever reason people can’t turn up, please can we ask that you cancel appointments if you no longer need them, so we can use them for other people. Thank you.
Things are changing regarding access to patient records. On 31/3/15 you can have your own access to your summary care record using our system one computer software. You will need to obtain a password from the reception, which there will be a strict protocol for and we insist on formal ID when you register for this service.
As you probably know you can already order your repeat prescriptions online using your secure password. Once teenagers reach age 15, they have their own password and can use this to order their own prescriptions online if required.
We have an active Patient Participation group (PPG), and are always looking for new members to become involved. You can be a virtual (email/ post) member if attending a meeting is tricky. Please contact Sue who is the PPG secretary on or phone her at our Shretwon surgery on 01980 620259 or you could drop a note in our suggestions box if you are interested. Our next PPG meeting is Monday 9th March at 1pm at our Wilton surgery, please let Sue know if you want to attend.
Again thank you for your continued support.
Enclosed is the reporting template to illustrate the makeup of our PPG and priority areas for the year:
Patient Participation Reporting Template 2014-2015
Practice details: The Orchard Partnership, Old Orchard Surgery, South Street, Wilton, Wiltshire SP2 0JU
Practice code: J83019
Stage one – validate that the patient group is representativeDemonstrates that the PRG is representative by providing information on the practice profile:
Does the Practice have a PPG YES YES
Practice population profile / PRG profile / Difference
Age
% 18 – 24- 5.96 / % 18 – 24– 2 / 3.96
% 25 – 34- 7.92 / % 25 – 34– 0 / 7.92
% 35 – 44- 10.51 / % 35 – 44– 8 / 2.51
% 45 – 54- 15.67 / % 45 – 54– 15 / 0.64
% 55 – 64- 15.82 / % 55 – 64– 15 / 0.82
%65 – 74- 15.24 / %65 – 74– 40 / 24.76
%75 – 84- 9.04 / %75 – 84- 20 / 10.96
% Over 85- 3.51 / % Over 85- 0 / 3.51
Ethnicity
White / White
% British Group- 99 / % British Group- 97 / 2
% Irish- 0.15 / % Irish- 0 / 0.15
Mixed / Mixed
% White & Black Caribbean- 0.03 / % White & Black Caribbean- 0 / 0.03
% White & Black African- 0.05 / % White & Black African - 0 / 0.05
% White & Asian- 0.03 / % White & Asian- 0 / 0.03
Asian or Asian British / Asian or Asian British
% Indian- 0.02 / % Indian- 0 / 0.02
% Pakistani- 0.02 / % Pakistani- 0 / 0.02
% Bangladeshi- 0.04 / % Bangladeshi- 0 / 0.04
Black or Black British / Black or Black British
% Caribbean- 0.01 / % Caribbean - 0 / 0.01
% African- 0.07 / % African - 0 / 0.07
Chinese or other ethnic Group / Chinese or other ethnic Group
% Chinese- 0.05 / % Chinese - 0 / 0.05
& Any Other- 0.41 / & Any Other -0 / 0.41
Gender
% Male- 48.6 / % Male – 46% / 2.6
% Female- 51.4 / % Female – 54% / 2.6
Differences between the practice population and members of the PRG
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: / Patients are invited to join our PRG in a multitude of ways. In our welcome leaflet to new patients, posters in the waiting rooms, on our websites. We have had open PRG surgeries on each site, with members of the PRG offering information about the group and welcoming new members
Are there any specific characteristics of your practice population which means that other groups should be included in the PPG? Eg 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 these specific groups and whether those measures were successful:
NO
Is the group virtual or face-to-face? / Face to Face, and email feedback for those that cannot attend meetings
How many members are there on the PRG? / 48
Step 2 –Review Patient Feedback
Outline the sources of feedback that were reviewed during the year: / CONFIDENTIAL ANONYMOUS REVIEWS:
Patient complaints
Patient letters of thanks
Friends and family test reviews
How Frequently were these reviewed with your PRG / Quarterly at PRG meeting
Priority Area 1
Describe the priory area: / Improve engagement with the PRG
across the whole 4 site practice
Why was this priority identified: / More active involvement for each
geographical site, and potential mergers
of PRGs
What actions were taken to address this priority / ‘PRG surgeries’- PRG representatives
available in waiting room areas of the
surgeries.
Open discussion with other PRG site groups.
What were the results of the actions and what impact on patients and carers. / Better engagement and involvement
More views from more diverse
section of population
How was this publicised. / Website / email / posters
Priority Area 2
Describe the priory area: / Improve Practice communication to patients
Why was this priority identified: / Information sharing
What actions were taken to address this priority / Quarterly Newsletter publication
What were the results of the actions and what impact on patients and carers. / Production of site specific newsletter.
Newsletter available in paper form
and on website .Recent decision to produce
onepartnership newsletter, with a site
specific section at the bottom, so the
same basic information goes to all.
How was this publicised. / Website / posters / in waiting rooms
Priority Area 3
Describe the priory area: / Anonymous review of patient feedback to
improve service
Why was this priority identified: / Improve patient driven service
What actions were taken to address this priority / Quarterly review at PRG meetings
What were the results of the actions and what impact on patients and carers. / Music in waiting rooms- controversial area-
looking at licensing on one of our sites
to enable this.
DNA’s and how to manage them.
How was this publicised. / Newsletters, PRG minutes
Progress on previous years
If you have participated in this scheme for more than one year, outline progress made on the issues
raised in the previous year (s)
Year 1 – Newsletters, More established PRG with better communication and
engagement, New secretary of PRG available to coordinate meetings and minutes
PPG Sign Off
Has the report been signed off by the PPG / Yes
What date was this report signed off: / 27.3.15
How has the practice engaged with the PPG
How has the practice made efforts to engage with seldom heard groups in the practice population?
Information about the PRG:
Website
Posters
Notes on bottom of scripts
Carers meetings
Newsletters
Has the practice received patient and carer feedback from a variety of sources
Yes, paper feedback / letters/ thanks/ complaints
Active FFT.
How was the PPG involved the agreement of the priority areas and the resulting action plan?
At the face-to-face PRG meeting
How has the service offered to patients and carers improved as a result of the implementation
of the action plan?
Better communication
Do you have any other comments about the PPF or practice in relation to this area of work?
There are some difficulties because we are a large practice over a very large
geographical area, hence the need for email and online communication .
The group was initially a virtual group communication by email but we are now successfully
having face to face meetings
Name of Individual Completing this Document: Dr A Corke
Role: GP
CONTACT DETAILS AS BELOW for the PPG