Annex D: Standard Reporting Template

Cheshire, Warrington & Wirral Area Team

2014/15 Patient Participation Enhanced Service – Reporting Template

Practice Name: Bunbury Medical Practice

Practice Code: N81006

Signed on behalf of practice (type name): Debbie Bailey Date: 12th March 2015

Signed on behalf of PPG (type name): Cate Gregory Date: 21st March 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) Meetings & Email
Detail the gender mix of practice population and PPG:
% / Male / Female
Practice / 2488 / 2493
PRG / 3 / 6
/ Detail of age mix of practice population and PPG:
% / <16 / 17-24 / 25-34 / 35-44 / 45-54 / 55-64 / 65-74 / > 75
Practice / 758 / 465 / 410 / 577 / 858 / 804 / 642 / 467
PRG / 1 / 2 / 3 / 1 / 2
Detail the ethnic background of your practice population and PRG:
We are unable to identify ethnic groups from our software system. However, the practice is situated in the rural area of West Cheshire. Ethnicity is predominantly white British and English is cited as the first language. Group The practice is best described as a typical British rural dispensing practice.
White / Mixed/ multiple ethnic groups
British / Irish / Gypsy or Irish traveller / Other white / White &black Caribbean / White &black African / White &Asian / Other mixed
Practice
PRG / 9
Asian/Asian British / Black/African/Caribbean/Black British / Other
Indian / Pakistani / Bangladeshi / Chinese / Other
Asian / African / Caribbean / Other Black / Arab / Any other
Practice
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:
We are always looking for new members to the Group regardless of gender, age and ethnic background.
We advertise in the surgery on notice boards, TV screen, posters and leaflets, in newsletters that are sent out and on the practice website. GPs and staff promote the group to patients when they are in surgery. When new patients join the practice they are given information regarding the group and asked to contact the practice should they wish further information or join the group. We also promoted the group at our Self Care Day in September when most of our group members were available to talk to members of the community about what a PPG does and how it is run. There were copies of the practice leaflet and recent minutes of PPG meetings and also a member of staff was available with a laptop to show patients our website and how to register for on line services.
We would welcome new members from the lower age groups, but the 17 to 24 and 25 to 34 year old ranges are our smallest groups within our practice population.
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/NO
If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful:
We do not have a large population of younger patients therefore recruiting this group is very difficult.
We also do not have a large population of unemployed patients or students therefore our group is mainly made up of patients over 55years of age most of who are retired.

2.  Review of patient feedback

Outline the sources of feedback that were reviewed during the year:
There have been various sources of feedback over the year that has been discussed with the PPG.
CQC – We successfully met all the essential standards set by the CQC in November 2013. The Chair of the group was interviewed by the CQC on the inspection day. Report discussed after the inspection
National Survey – The reception team were awarded a certificate from West Cheshire CCG for ‘Telephone Access’ in May 2014. Latest results discussed at last meeting on 12th March 2015
Family & Friends – a new survey to collect patient feedback – discussed at last meeting on 12th March 2015
Thank you cards – the practice receive m any cards throughout the year
Complaints - these are discussed and dealt with within the practice
Suggestions Box – There is a suggestion box and responses are reviewed and acted upon when necessary
How frequently were these reviewed with the PRG?
At meetings held quarterly

Action plan priority areas and implementation

Priority area 1
Description of priority area:
Improve patient education about local support groups and day care
What actions were taken to address the priority?
A Self Care day was organised by the practice and their PPGs from Kelsall, Bunbury and Tarporley It was held at the Community Centre in Tarporley in 18th November 2014 which was during Self Care Week and was supported by the CCG.
Around 50 organisations were invited with about 35 attending the day from public, private and voluntary organisations. Representatives from these groups were available all day to talk to members of the local community. Some of the groups that were present included Diabetes UK, Stroke Association, British Lung Foundation, Chester Heart Support Group OPAL, Cheshire Carers and many more. Age Uk demonstrated some exercises that were suitable for patients and promoted the exercise classes that have been run at the practice. There was a raffle and cake stall in aid of Tarporley Cottage Hospital. Free transport was available for Bunbury and Kelsall patients provided by Community Care Scheme. Patients from all 4 practices attended throughout the day.
Result of actions and impact on patients and carers (including how publicised):
Feedback from organisations was excellent – wanting the event to be run again next year.
Feedback from patients was very good overall but unfortunately not many patients attended from Kelsall and Bunbury practices due to the distance. However, feedback from those patients who did visit was very good. All visitors were given a bag with various information in and also collected leaflets and information from the organisations as they went around the exhibits.
Organisations were asked to record the number of contacts that patients made on the day. They were provided with a sheet to record this information and all the replies were going to be collated and circulated to practices. We are still waiting for the results,
Priority area 2
Description of priority area:
Promote online GP services
What actions were taken to address the priority?
The surgery started registering patients for on line services in February 2013, beginning with appointments and repeat prescriptions. The uptake was slow initially but has increased recently. This has been promoted strongly in the last 3 months as we have closed the Freephone telephone number for ordering repeat prescriptions and encourage patients to order on line. Clinically this is a safer way to order prescriptions.
We are on target for On line Records for the end of March 2015, where those patients who have registered will be able to view parts of their medical records – medication, allergies and adverse reactions. The list that patients can access will increase as the service is expanded.
Result of actions and impact on patients and carers (including how publicised):
At present we have1534 patients registered for the on line services.
In January 2015, 21.5% of those registered for online services ordered their prescriptions on line. In February the percentage increased to 26% and for March it is predicted to be 33%. (There is an alternative system in place for those patients who do not have access to a computer).
The total number of appointments booked on line since January 2015 is 139, with a further 37 being booked and then cancelled on line.
The practice is seeing an increase of patients using the system especially for ordering prescriptions.
Priority area 3
Description of priority area:
Improve patient information in Surgery
What actions were taken to address the priority?
This is an area that the practice and PPG looked at last year. Different systems were demonstrated which were compatible with VISION which is our medical software system.
The system in place was supplied by the CCG in the summer last year and training has been given. The system also has a new patient check in screen, where we are able to advertise events such as the Self Care Day, Training afternoon closures, flu clinics. These are set as a background as a reminder to all patients but not specifically to anyone.
The new Electronic Notice Board runs information from both the surgery and national advertising.
The practice website has information which is updated frequently. The website has national and local information and links to further information.
A member of the PPG update the information folder for patients and this is available for patients.
The practice put up a Carers Notice Board and this is updated by a member of the Carers Association.
Result of Actions and impact on patients and carers( including how publicised):
Patients do access the website- we recently had a day without our phone system, so an urgent message was put on the website with a mobile number for patients to ring and this was used widely for the day.

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):