Integrated care partnership
Annual Report
Patient Participation Group
4/24/2017

PROGRESS REPORT FOR THE PATIENT PARTICIPATION GROUP

Report April 2017

PRACTICE POPULATION

Site / 30/09/2016 / 31/12/2016 / 24/04/2017
Old Cottage Hospital / 16,394 / 16,374 / 16,374
Fitznells Manor Surgery / 11,765 / 11,725 / 11,760
Stoneleigh Medical Centre / 2,094 / 2,090 / 2,149
Cox Lane Surgery / 2,879 / 2,859 / 3,025
TOTAL ICP POPULATION / 33,132 / 33,048 / 33,309

ICP practice population has increased by 0.78% in the last Quarter.

This is an increase of 1.2% over the last year.

A significant proportion of the increase is due to the forthcoming closure of Auriol Medical Centre, 30th April.

Auriol Medical Centre had a list size of 3,069 patients in the last quarter. ICP is recommending these patients to register at Cox Lane Surgery.

Patient list

Please see below the practice list size in comparison to other surgeries within the CCG.

APPOINTMENTS

Type / Qu to Dec-15 / Qu to Dec-16 / Qu to March 17
GP / 19,768 / 22,058 / 22,007
Physician’s Assistant / 2,142 / 0 / 721
Home Visits / 1,713 / 1,621 / 1,662
Telephone Consults / 10,788 / 9,881 / 10,344
Nurse / 4,999 / 5,241 / 4,945
Phlebotomy (HCA) / 3,015 / 3,402 / 3,516

Of the GP appointments 2,077 were booked online, which is just over 9% of total GP appointments.

Following the leave of 2 nurses, Nursing Appointments dropped from last quarter. However, an advanced nurse Practitioner now appointed who will offer appointments with prescribing capacity.

Appointment of Physician Associate has boosted available appointments at the Old Cottage Hospital Surgery.

DNA

Please see below the breakdown of all DNA appointments across the year 2016/17.

Booking Method/Appt Date / Apr / May / Jun / Jul / Aug / Sep / Oct / Nov / Dec / Jan / Feb / Mar / Total
Patient Access / 32 / 32 / 29 / 25 / 29 / 44 / 35 / 41 / 24 / 32 / 37 / 43 / 403
Practice / 823 / 805 / 872 / 779 / 807 / 1207 / 1614 / 1036 / 762 / 728 / 782 / 933 / 11148
Total / 855 / 837 / 901 / 804 / 836 / 1251 / 1649 / 1077 / 786 / 760 / 819 / 976 / 11551

Total appointments available per year = 168,812.

Therefore DNA appointments are 6.8% of the overall appointments in comparison to 7.7% of overall appointments in the previous year.

Signage showing DNA rates at reception desks and introduction of Appointment Cancellation line has helped to reduce the DNA rates. Therefore providing a better turnaround of appointments.

Complaints

In the last year we received a total of 62 complaints.

The tables show the comparison of complaints received between the years 2015/16 and 2016/17.

Category of complaints:

Year 2015/16
Clinical / 17
Administrative / 19
Other (Staff/Tech/Appts) / 26
Total / 62
Year 2016/17
Clinical / 8
Administrative / 8
Technology / 11
Staff / 23
Appointments / 12
Total / 62

Even though the total complaints received between the two years appear to be the same, the comparison between the years show that there has been a significant decrease in the complaints received relating to clinical and administrative matters.

The year 2015/16 show that there were 26 complaints in the category “other”, this has been looked at in a further breakdown for the year 2016/17 by splitting into further categories in order to address each area accordingly.

ICP have focused on Technology and Staff by investing in staff recruitment as well as ELearning software. This is turn will help improve better use of technology and have a positive impact on patient care.

Complaints Procedure

All complaints are investigated and responded to as per policy guidance of 21 days.

Internally we look for patterns and means of resolving issues through better education and guidance in order to learn and minimise the risk of reoccurrence.

The procedure for complaints is as follows:

·  Shafeek Caunhye looks after the administration of complaints as well as the learning process and implementation of change.

·  Dr Clare Crabtree is responsible for responding and investigating all complaints received.

MEDICAL STAFFING

Staff Grade / WTE – PMS / WTE - Other
GP Partner / 9.55 / 1.38
GP Assistant / 5.83 / 0.00
Physician’s Assistant / 0.67 / 0.00
GP Registrar / 3.00 / 0.00
Registered Nurse / 3.12 / 1.00
Health Care Assistant / 3.75 / 0.75

Dr Cowlard has retired at the end of March with Dr Simon Johnson taking over at beginning of May.

Currently have an Assistant GP, Dr Goddard, at Old Cottage Hospital Surgery.

Treatment room nurse has been appointment and due to start in May.

OTHER STAFFING

Staff Grade / WTE – PMS / WTE – Other
Management / 1.6 / 0.2
All other Administrative / Support Staff / 29.1 / 4.9

Currently undergoing recruitment process for Reception and Secretarial teams.

FINANCIAL INFORMATION

The table below provides a breakdown in the financial streams for ICP for last financial year.

INCOME
PMS Contract Sum (Core Income) / 51.25%
Quality Outcomes Framework (Performance) / 6.70%
Enhanced Services (Performance) / 10.90%
Provider Services (Secondary Care) / 15.05%
Other NHS Income / 5.5%
Reimbursements (Premises, Registrars) / 6.5%
Non NHS Income (Private Activity) / 4.1%
TOTAL / 100.00%

Please see below the table of expenditure for ICP since start of financial year.

EXPENDITURE
Practice Expenses / 16.1%
Premises Expenses / 4.8%
Staff Expenses (All Staff) / 65.9%
Provider Costs / 13.2%
TOTAL / 100.00%

NHSE and CCG are proposing financial changes which are having an impact on revenue stream and continue to do so. The Integrated Care Partnership is working through the proposed changes in order to adapt for benefit of the patients.

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