Brampton Medical Practice

Tracie Webb

Brampton Medical Practice

Patient Participation Group Report

2013-14

1. Introduction

The Brampton Medical Practice Patient Participation Group (PPG) provides a process to involve patients in decisions about the range and quality of services provided by the practice as well as considering the involvement of the practice in the local health and wellbeing economy.

The practice seeks the views of patients through the PPG and through regular surveys which are then used to agree action plansfor the practice.

The minutes of meetings throughout the year are published on our website ( together with our survey results and action plans. Brampton Medical Practice PPG is affiliated as a member of the National Association for Patient Participation(NAPP) and regular bulletins are also published on our website.

2. Background

Brampton Medical Practice offer a range of services to over 15,000 patients in the Brampton area, details of these services are in our practice leaflet which is available at the practice and on our website. We have 8 GP partners and five associate GPs and a team of Practice Nurses and Healthcare assistants who all work across our sites. Our opening hours at Brampton and our branches in Wetheral and Corby Hill can be found at Appendix A.

3. Who are members of the Patient Participation Group?

The current PPG was launched in 2011 and has since met on a regular basis.

There are 12 members who have indicated a preference to attend meetings and66 who receive email only updates and information.

The new group was developed through volunteers, personal invites and random selection of patients and this method has continued. The practice has struggled to achieve a representative sample of our practice population to attend regular meetings and the email community works well to extend our membership and enable us to get feedback from the broadest section possible. All staff in the practice are aware of the PPG and are proactive in “selling” membership wherever possible.

Appendix B shows our practice profile, the current profile of our PPG (including the email community).

Appendix C contains the Terms of Reference for the group which have remained unchanged.

The practice uses the following methods to recruit members for the PPG

• Advertisements in the practice newsletter and website
• Practice notices displayed within the practice
• Personal GP invites
• Interested volunteers
• Direct patient approaches when visiting the practice
• Posters in the practice window
• Consent for contact via email.

The group is still expanding and the email community continues to grow. Whilst significant efforts have been made the practice has struggled to increase regular attendance of members to the meetings but we do have a core of committed members whose input is invaluable.

4. Current Areas of priority for the PPG

During 2013-14 the PPG were asked to identify areas that they felt were key issues and priorities which formed the basis of an action plan and good progress has been made in many areas shown below.

• Report commissioned detailing upgrade requirements
• Staff areas refurbished
• Upgrade to minor surgery capability at Wetheral
• Upgrade to reception areas at Brampton

• Extension/ advertising of online booking
• Development of capacity planning for appointments
• Text message reminders to reduce missed appointments
• Review of Did Not Attend information and protocol
• Review of triage possibility

• Survey completed
• Promotion of online ordering for repeats
• Increase in size of phone mailbox
• Revised processes to support new clinical system incorporating prescribing and dispensing.

• Revised process and staff training completed.
• Annual complaints information discussed with GP partners and at GP appraisal
• Full log of any complaints or comments to track any trends
• Patient information on how to complain available.

The PPG agreed that a standard patient survey (GPAQ) should be carried out across all 3 sites in December 2013 and January 2014. A total of 345 responses were received and the results have been shared with the PPG and are published on the practice website.

Overall the PPG felt that the results for the practice were very good and a “Top and Bottom 10” helped to focus on the key areas shown below.

For ease of comparison the actual number of patients responding in the “Bottom 10” category has been shown.

A practice action plan incorporating ongoing areas from 2013/14 and actions from the survey have been incorporated into an action plan for 2014/15 at Appendix D.

8. Next Steps

The implementation of the action plan is ongoing and the PPG and staff jointly review and input to the plan. The partners review progress at regular intervals and receive updates via the Practice Manager and lead GP member of the PPG at Partner Meetings. Practice Protected Learning Sessions have been an effective way to involve staff and look at changes that will be made as a result of the plans outlined.

Appendix A – Brampton Medical Practice Opening Times

Brampton:

Monday to Friday: 8.00– 6.30 pm

Saturday: 8.00 – 10.45am

Wetheral:

Monday:8.00 – 1pm and 2 to 6.30pm

Tuesday:8.00 – 1pm and 2 to 5.30pm

Wednesday: 8.30 – 1pm

Thursday: 8.30 – 1pm

Friday:8.30 – 1pm and 2 – 6.30pm

Corby Hill:

Monday: 8.15 – 1.15pm and 3.30 to 6.30pm

Tuesday:8.15 – 1.15pm and 2.24 to 5.30pm

Wednesday: 8.15 – 12.45pm

Thursday: 8.15 – 12.45pm and 1.15pm to 4.30pm

Friday: 8.15 - 12.45pm and 3 to 5.30pm

Patients can ring the practice to make an appointment (8am – 6.30pm Monday to Friday) or book online through EMIS access at:

On Saturdays at Brampton there is no access by telephone but patients can ‘walk in’ for an appointment with a GP or Practice Nurse.

All healthcare professionals (GPs, Practice Nurses and Healthcare assistants) can be accessed during our opening hours except Saturday morning.

Appendix B – Representation of the Patient Participation Group

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Brampton Medical Practice –Patient Participation Report

Appendix C: Terms of Reference

Brampton Medical Practice

Patient Participation Group - Terms of Reference

1)Name:

The name of the group shall be Brampton Medical Practice Patient Participation Group

2)Objectives:

The objectives of the group shall be to promote the benefit of the patients of the Practice without distinction of gender, race, colour or political, religious or other opinions or characteristics of individuals by encouraging development and quality of health promotion and health care services; to achieve this aim by liaising with the doctors and staff, other community health workers, health bodies and other persons or organisations concerned with health care.

The group shall be non-party in politics and non-sectarian in religion. The group shall have power to affiliate to the National Association of Patient Participation Groups and to other organisations with similar charitable objects. The Group shall at all times respect diversity and will be committed to the principles contained within the Equality Act

3)Membership:

This shall be open to any patient of the Practice. Removal of a patient from the practice list, for whatever reason, will disqualify continuing membership of the group.

The practice will represented by:

The Patient Participation Group GP Lead – Dr Mark Alban

Practice Manager

Other staff by invitation of the group.

4) Meeting Frequency

This will be quarterly or more frequently as determined by the group.

Some members may choose to be included in decision making via email or letter.

5)Minutes

Minutes shall be kept and the Secretary shall enter a record of all proceedings and resolutions.

6)Finance

All monies raised by the PPG by or on behalf of the Group shall be applied to further the objects of the Group and for no other purpose.

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Brampton Medical Practice –Patient Participation Report

Appendix D

Action Plan 2013/14 and 2014/15 – Patient Survey Feedback & Patient Participation Group Priorities

Planned action/changes needed

Timescale

Priority

Premises Improvement

• Update to waiting areas
• Information for patients
• Consulting rooms upgrade
• Practice services and who’s who

• Review of premises to identify upgrade plan/costs to improve patient & staffareas, access, confidentiality, etc.
• Involvement of PPG with development of patient areas.
• Patient check –in
• Implementation of TV info screens in waiting areas

Telephone access for appointments

• Potential problems with access at busytimes

• Patient awareness/education of how to book.

• On-line booking – review/extend.
• Telephone system upgrade

• High Do Not Attend rates

• Review DNAs – GPs/Nurses and HCAs
• Contact with patients to alert to issue
• TV screen and website information

Practitioner of Choice

• 2013 Survey identified 60% of patients had a Practitioner of choice and saw him/her around 65% of the time.

• Patient awareness / information, staff signposting, update practice phone message,
• Revamp website with additional information

Waiting time for Clinician

• 2013 survey identified 43% waited more than 15 minutes with 9% considering this to be “Poor” or “Very Poor”

• Improved patient communication –Manage patientexpectation.
• Use of Patient check-in for messages about any delays

Ability to Book Ahead

• 2013 survey identified 87% of respondents felt it was important to be able to book appointments ahead
• 72% of respondents said it was currently “very easy” or “Fairly easy” to do so

• Review of rota planning to increase ability to book ahead. On average 3 week of rota available – aim to increase to 4 weeks by march 2015
• Rota planning work for nursing team to begin from April 2014.

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Brampton Medical Practice –Patient Participation Report