Annex D: Standard Reporting Template

Taken from; GMS Contract 2014/15, Guidance and Audit requirements, NHS England Gateway reference: 01347

East Anglia Area Team

2014/15 Patient Participation Enhanced Service Reporting Template

Practice Name: East Barnwell Health Centre

Practice Code: D81086

Signed on behalf of practice: Mrs Deborah ParsonsDate: 17/03/2015

Signed on behalf of PPG/PRG: Alan Murphy (Chair) Date: 17/03/2015

  1. Prerequisite of Enhanced Service Develop/Maintain a Patient Participation Group (PPG)

Does the Practice have a PPG? YES / NO / Yes
Method of engagement with PPG: Face to face, Email, Other (please specify) / Face to Face meetings and email.
Number of members of PPG: / 63
Detail the gender mix of practice population and PPG:
% / Male / Female
Practice / 50.4% / 49.6%
PPG / 45% / 55%
/ Detail of age mix of practice population and PPG:
% / <16 / 17-24 / 25-34 / 35-44 / 45-54 / 55-64 / 65-74 / >75
Practice / 21% / 10% / 18% / 16% / 12% / 10% / 7% / 6%
PPG / 0% / 16% / 33% / 18% / 10% / 8% / 11% / 4%
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 / 15% / 0.5% / 0% / 26% / 1% / 1% / 1% / 1%
PPG / 45% / 0% / 0% / 20% / 0% / 6% / 0% / 6%
Asian/ Asian British / Black/African/Caribbean/Black British / Other
Indian / Pakistani / Bangladeshi / Chinese / Other Asian / African / Caribbean / Other Black / Arab / Any Other
Practice / 1.5% / 0.5% / 2% / 1% / 2% / 2% / 1% / 0.5% / 0% / 0.5%
PPG / 6% / 0% / 2% / 4% / 0% / 2% / 0% / 0% / 0% / 2%
6% ethnicity not stated for PPG group
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:
We encourage patients to become members of the PPG by advertising on our website. We also have posters up in the waiting room and at the entrance to the Health Centre. This year we decided to attach an invitation leaflet to each registration form to highlight the group to new patients. This has proved quite successful for patients wishing to become members of the virtual group.We also liaise with community organisations such as Abbey People – informing them of meetings so that we can try and reach people who may not come into the surgery.

We have been more successful this year engaging with the teenage/early twenties group with the percentage of younger PPG members being greater than the population percentage.
We have a higher representation of British, Chinese, Indian and other mixed ethnicity whereas our second largest ethnic group is under represented. Three of the age groups are underrepresented slightly. We do not have any under 16 year old members of the PPG.
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 (Lesbian Gay Bisexual Transgender) community? NO
If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful:

2. Review of patient feedback

Outline the sources of feedback that were reviewed during the year:
Patients gave feedback via a suggestions box, by going on to the website and emailing us, in person and by filling in the Friends & Family test.
Feedback was reviewed via face to face PPG meetings and included in minutes sent to the virtual group.

How frequently were these reviewed with the PPG? Quarterly
We had started the year with bi-monthly meetings but due to low number attendance we agreed to move to quarterly meetings.
  1. Action plan priority areas and implementation

Priority area 1
Description of priority area:
Customer service
Our reception team have received some very positive comments and also some negative remarks. Results in the national survey showed that 37% responses said the receptionist were very helpful and fairly helpful being 51% giving an overall total of 88% helpful.
What actions were taken to address the priority?
Action: The reception area is very busy and staff work quickly and efficiently to respond to the needs of patients and to limit waiting time in reception. We have discussed the survey results as a group and we have also had some recent training from an outside facilitator. We intend to embark on some further customer service training throughout the year and will continue to encourage patients to complete the friends and family survey at the front desk for ongoing regular feedback.
Result of actions and impact on patients and carers (including how publicised):
Impact on patients
A good relationship between our patients and reception team is very important and we recognise this. Refresher training will keep customer service at the forefront of our minds when speaking to patients either in person, at the front desk, or over the phone.
Priority area 2
Description of priority area:
Appointment times to see a GP
We have had several comments about the length of time patients wait to see their GP.
What actions were taken to address the priority?
Action: An appointment audit has been undertaken which highlighted the amount of acute appointments that are required on a daily basis. This number still needs to be adjusted around bank holiday closures to ensure we have capacity to cover lost opening hours. We have opened all other appointments up for booking. We try to maintain booking appointments up to 4 weeks in advance and these are available online. All of our GPs work part time and because of this we encourage patients with chronic conditions to build a relationship with more than one GP. This will mean that we can continue to provide the best care for a patient in the absence of their usual doctor.
We will audit the appointments annually to monitor trends.
Result of actions and impact on patients and carers (including how publicised):
Impact on Patients
More appointments will be available for future booking having changed the pre-bookable appointments and online system available from 3 weeks to 4. Patients will be able to plan to see a GP at a date and time that is convenient for them. This improves the patient experience.
Priority area 3
Description of priority area:
Getting through on the telephone/Improving online access
Survey results showed that getting through on the phone can still be difficult. The survey also showed that our patients preferred method of contacting the surgery is by telephone. This inevitably leads to high call volumes, especially in the morning.
What actions were taken to address the priority?
Action: We will be encouraging patients to use online access to make appointments and request prescriptions. We will put up posters in the surgery and a more prominent notice on the website. We have reviewed the amount of appointments available on a daily basis (via the audit) and will have 50% of our appointments available for pre-booking, with the exception of weeks when there is a health centre closure, i.e. clinical governance closures and bank holidays.
Result of actions and impact on patients and carers (including how publicised):
Impact on patients
This will give patients another option of contacting the surgery and reduce the amount of calls we receive on a daily basis. Having 50% of the available appointments bookable will give patients more choice of time and date of appointments if planning ahead.
The triage system remains in place for the other 50% of available appointments. This ensures we are able to see those patients needing medical assistance on the day.
We will also monitor appointments booked online to ensure we do not have a rise in ‘did not attend’ appointments. This has been a problem in the past. Frequent non-attenders will have their online access facility removed. We will text patients to remind them of their appointment time but we depend on the patient giving us their up to date contact numbers to ensure this system works.

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):


A lengthy survey had been undertaken to establish an accurate number of appointments and calls coming into the surgery on a daily basis. The result of the survey showed that we needed a certain number of appointments on a daily basis. We were then able to open up the other appointments for booking in advance. We still have to manage the appointments closely to cover annual leave and sickness but it seems that there has been an improvement.
Telephone access has continued to be a problem. Although we encouraged patients to call at any time during the day (we run a telephone triage system) we still encountered a large volume of calls in the morning. The national survey showed that patients prefer to contact the surgery by telephone. The reception team experience many different types of telephone calls and deal with these as courteously and professionally as possible in order to free the lines up for further incoming calls. We are now heavily promoting the online services and mobile app.
Because all of our GPs work part time we continue to encourage patients with chronic conditions to build a relationship with more than one GP. This will mean that we can continue to provide the best care for a patient in the absence of their usual doctor.
  1. PPG Sign Off

Report signed off by PPG: YES
Date of sign off: 17/03/2015
How has the practice engaged with the PPG:
Face to face meetings and email contact.
How has the practice made efforts to engage with seldom heard groups in the practice population?
We continue to advertise the PPG on the website and in the practice. We include a PPG invite on each of our new registration forms. We also take the opportunity to verbally invite younger people when appropriate.
Has the practice received patient and carer feedback from a variety of sources?
Yes, suggestions box, email, F&F survey and choices.
Was the PPG involved in the agreement of priority areas and the resulting action plan?
Yes – sent out to virtual group and agreed with the PPG Chair.
How has the service offered to patients and carers improved as a result of the implementation of the action plan?
Ease of appointment booking, excellent customer service, relieving the telephone lines by encouraging patients to book online.
Do you have any other comments about the PPG or practice in relation to this area of work?
The PPG is fairly large but mostly virtual members. We would like to see more members attend the meetings and are exploring ways to try to make this happen.

1415 Patient Participation Annex D

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