2014-2015 Results

 

Does the Practice have a PPG? YES

 

 

Method of engagement with PPG: Face to face meetings quarterly & Email

 

 

Number of members of PPG: 12

 

 

Detail the gender mix of practice population and PPG:

 

%

Male

Female

Practice

49.3%

50.7%

PPG

66%

33%

 

 

Detail of age mix of practice population and PPG:

 

%

<16

17-24

25-34

35-44

45-54

55-64

65-74

> 75

Practice

15%

9%

8%

11%

16%

12%

15%

14%

PPG

0

0

0

0

0

0

75%

25%

 

 

Detail the ethnic background of your practice population and PPG: Practice ethnicity not known- ethnicity not recorded. See attached data for Rugby and for Dunchurch & Thurlaston taken from the Office of National Statistics 2001.

 

 

White

Mixed/ multiple ethnic groups

 

British

Irish

Gypsy or Irish traveller

Other white

White &black Caribbean

White &black African

White &Asian

Other mixed

Practice

 

 

 

 

 

 

 

 

PPG

100%

 

 

 

 

 

 

 

 

 

 

Asian/Asian British

Black/African/Caribbean/Black British

Other

 

Indian

Pakistani

Bangladeshi

Chinese

Other

Asian

African

Caribbean

Other Black

Arab

Any other

Practice

 

 

 

 

 

 

 

 

 

 

PPG

 

 

 

 

 

 

 

 

 

 

 

 

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:

Following discussion at a Practice meeting in 2011, it was agreed that we should display posters in the waiting room & leave copies of patient information leaflets in the waiting room. In addition to this and to attempt to engage minority groups, the Partners looked through our carers register, mental health & learning disability registers & appropriate patients were sent a letter with information leaflet inviting them to join. The midwife & health visitor were also asked to provide a list of patients who they thought may be appropriate to contact in an attempt to engage younger patients. Initial PPG profile- We had 19 positive responses in total and the group was formally established in September 2011. The group profile is as follows-

 Females = 42%                 Males = 58%                    White British group = 100%

25-34 year old = 11%      55-64 = 26%    65-74 = 42%    75-84 = 16%    84+ = 5%

PPG 14/15 – there are now 12 members. One member is a Carer. In May 2014 we asked the Midwife and Health Visitor to speak to patients on their lists and provide them with PPG information.

The PPG is not fully representative of some minority groups, but does represent the Practice demographics well. Minority groups were targeted but some people felt unable to join the group.

 

 

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?  YES

 

If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful:

 

Large elderly population and local RetirementVillage.

 

 

  1. 1.                  Review of patient feedback

 

 

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

 

Friends and Family Test responses- comment cards left in waiting room and on the Practice website

Significant Event Audits generated between 1.1.14 and 31.12.14

Complaints, comments and suggestions received between 1.1.14 and 31.12.14

 

 

 

How frequently were these reviewed with the PRG?

 

The PPG meets quarterly where any general comments/feedback are discussed.

The Friends and Family Test responses, Significant Event Audits generated between 1.1.14 and 31.12.14 and Complaints, comments and suggestions received between 1.1.14 and 31.12.14 were all discussed in detail at our PPG meeting on 9th February 2015.

 

 

  1. 2.                  Action plan priority areas and implementation

 

Priority area 1

 

Description of priority area:

 

Improved accessibility of premises following feedback from patients and Patient Participation Group members. The proposal will improve access in terms of disability access and for the frail and elderly and pushchair users.

 

 

What actions were taken to address the priority?

 

We contacted several companies.

We investigated two options. The first option is conversion of existing paired entrance doors (either side of lobby) to be automatically opened by a push button or sensor for the ease of patients who find the current fire doors heavy to operate. The second option is to replace the existing paired entrance doors (either side of lobby) with automatic sliding electric doors for the ease of patients who find the current fire doors heavy to operate.

We await advice and quotations.

 

 

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

 

Existing doors are on automatic closure mechanisms as required by fire regulations but are heavy to use and can be impossible to operate for patients in wheelchairs/disability scooters. Powered doors would allow easy access by such patients, increasing their autonomy, dignity and safety.

 

 

 

 

Priority area 2

 

Description of priority area:

 

Negative feedback was received via an online Friends and Family Test submission stating  ‘unable to get an appointment at convenient time, the current appointment system doesn’t cater for the working population’

 

 

What actions were taken to address the priority?

 

We discussed with the PPG trying to adjust the appointments in the afternoon to accommodate the working population without this impacting on the number of appointments available to other patients. We agreed that we could trial a system allowing the second half of the afternoon surgery to be pre-bookable appointments that could be booked online. The group also agreed that our practice population is weighted towards retired people; none-the-less, we will try to accommodate the working population by altering the appointment system as above. 

 

 

 

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

 

To allocate early morning appointments and late afternoon appointments to be pre-booked and bookable online to minimise disruption to the working day for the working population, without disadvantaging other patients.

The use of online services is promoted widely through the practice and is on the practice website and in the practice leaflet. Receptionists also inform patients when they are ordering repeat prescription or booking appointments of the online service.

 

 

 

Priority area 3

 

Description of priority area:

 

Feedback from PPG member regarding the fact that they had witnessed young children playing in the waiting room and there are uncovered plug sockets.

 

 

 

What actions were taken to address the priority?

 

Plug socket covers were purchased for all ground level plugs in patient accessible areas

 

 

 

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

 

 

A potential Health & Safety issue within the Practice which was noted and actioned.

 

 

 

 

 

 

 

 

 

 

 

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):

 

2011/12

SURVEY FINDING

AGREED ACTION

ACTION BY WHO

ACTION BY WHEN

To provide patients with the option to order repeat prescriptions on-line

Utilise & promote the website for ordering repeat prescriptions on-line. Emily will contact the PCT to set this functionality up on the Practice website.

Once set up, Emily will contact attendees who have agreed to test the service & feedback.

Reception & clinicians will actively inform patients. We will put posters up in waiting room & local chemist

 

Emily Hughes

AUGUST 2012

Utilise & promote the Practice website

To improve information & guidance on the website regarding the appointment system & telephoning for appointments. To explain the fact that we are a training practice and that appointments with the registrars may be offered as they need exposure to both acute & chronic conditions. Extended information on out of hours care. Introduce a Frequently Asked Questions section. To ensure all information is kept relevant & current.

 

 

Emily Hughes

AUGUST 2012

Improve waiting room in terms of confidentiality & information provided

Nominate a member of staff to keep waiting room literature & notice board tidy & relevant. Review the waiting room to promote confidentiality.

 

Emily Hughes/Gayle Cigdem

APRIL 2012

Review the car park layout

To approach 2 local companies to come out & look at the layout of the car park to see if we can get an additional parking space & resurface.

 

Emily/Dr Chesser

MAY 2012

 

2012/13

SURVEY FINDING

AGREED ACTION

ACTION BY WHO

ACTION BY WHEN

Need for clarification regarding appointment system & how to access / appointments with specific doctor

Senior receptionist to attend May 2013 PPG meeting to provide presentation and ‘Q&A’ regarding appointment system.  Following this we will feedback in a user friendly way to the wider patient population.

 

Emily Hughes / Gayle Cigdem

AUGUST 2013

Need for clarification regarding doctors/trainees providing appointments

To provide information in the waiting room regarding which clinicians are working. To ensure all information is kept relevant & current.

Emily Hughes

AUGUST 2013

On-line repeat prescribing

To continue to promote & utilise on-line prescribing following positive comments. To continue to provide the option to order by telephone.

Emily Hughes

AUGUST 2013

Car parking

2 companies approached in 2012 re car parking, agreed unable to gain any further spaces. Car park re-laid and re-surfaced. To promote the fact that there is alternative parking in the village.

 

Emily Hughes

AUGUST 2013

 

2013/14

SURVEY FINDING

AGREED ACTION

ACTION BY WHO

ACTION BY WHEN

Access to appointments

There appear to be some issues with the telephone system & access regarding the booking of appointments at certain times. We will promote our new facility to book and cancel appointments on-line. If the uptake is good we anticipate that this will allow patients to book certain appointments at their convenience.

Emily Hughes & Reception staff

From January 2014 & On going

Telephone system

Following many issues with our current phone system and with a view to improve access we will invest in a new telephone system that has an auto attendant facility and will allow call queuing.

Emily Hughes & Dr Chesser

April 2014

Prescription line information & message

We will improve the quality & information left in any auto attendant messages regarding prescription ordering and collection. We will also continue to promote & utilise on-line prescribing following positive comments. We will continue to provide the option to order by telephone.

Emily Hughes

Following installation of new phone system.

Car parking

We approached 2 companies in 2012 re car parking and they agreed that we were unable to gain any further spaces. The car park was re-laid and re-surfaced. We have also promoted the fact that there is alternative parking in the village. An option may be to put a gate through the party wall between the Surgery car park and the Dun Cow car park, we will investigate this option.

Emily Hughes & Dr Chesser

AUGUST 2014

 

 

Dunsmore Heath, Dunchurch, Rugby, Warks, CV226AP
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