Saltaire Medical Practice

Saltaire Medical Practice

Patient Participation Report 2013/14

Description of the structure or process in place for regular engagement with the PPG:

Historical

The Practice meets with the existing Patient Participation Group (PPG) three or four times a year and has done so since 2008. The Group was established after a consultation exercise on the relocation of the Practice’s branch surgery at Cottingley. The Group has been involved in all aspects of Practice decision making from establishing a mission statement to reviewing additional services, for example, the Patient Self Help Booth.

Current

In 2013 the PPG terms of reference changed considerably. We identified that some members of the group wish to meet more regularly and some members just wish to meet on an ad hoc basis at open events. A PPG Steering Group was establishedwith three key members evolving the group to become patient led with a Chairperson. The Steering Group meet monthly with a set agenda with attendance by the Practice Business Manager every second month. The group plan open forums three or four times a year for the wider patient population to attend. The Chairperson meets regularly with the Practice Business Manager.

The PPG have worked with the Practice with two major pieces of work in 2013 – the replacement of the 0844 telephone number with a local number and improving prescribing safety by changing the way in which repeat prescriptions can be ordered.

Description of the profile of the PPG members:

The Patient Steering Group comprises three full-time members and several part-time members and usually an equal number of staff, including GP and Nurse representatives, the Business Manager and administrative and receptionist staff. The profile of the group is predominantly middle aged but we do have a younger member on the group who has local council experience which is valuable in open events. The group does meet on an evening or afternoon to ensure that attendance is attractive to all interested parties.

The patient profile is now:

PPG Representation

The Practice does feel that the group is not entirely representative and does wish to attract younger members and members who may represent other ethnicities. The Practice has established a notice board in the Practice waiting room which keeps the patient population up-to-date with meetings and information about changes in the NHS, including Clinical Commissioning Group news. News is shared in newsletters, waiting room displays and in face to face conversations with clinical and administrative staff. The Practice also features the group on the website and has positively reinforced new services such as online appointments and repeat prescriptions by using the group to positively endorse the services. The Business Manager continues to attend a local community group in Saltaire to profile the Practice.

We intend to target specific groups which may be under-represented by individual invitation by clinical and administrative staff during 2014.

At a meeting in October 2013 the PPG present completed a questionnaire about their own motivation for being involved in the group.

Practice Survey

The Patient Participation Group agreed the priorities and contents of the 2013/14 Patient Survey by focussing on the key areas they had identified during meetings of the PPG Steering Group and the Open Events held during 2013.

The Patient Survey was an addendum to the nationally approved CFEP Improving Practice Questionnaire Report (IPQR) undertaken in December 2013 and January 2014 and concentrated on the areas of Access and Continuity of Care. The Practice has a history of low usage of A&E services according to CCG data and we were interested to find out the services our patients were using and if our access and appointment planning was appropriate.

245 patients responded to the five questions in the Patient Survey. The results in graphical form are published in the report from CFEP on the Practice website. The profile of the patients completing the survey were captured by the CFEP IPQR and demonstrate that the views of a wide band of age and gender had been achieved.

Question 1

What is most important to you as a patient of Saltaire Medical Practice?

Question 2

The Practice is open Monday to Friday 8am to 6.30pm with late surgeries (last appointment 7pm) on a Monday and Thursday. If the Practice had resources to open longer, of the following options what would you most prefer?

Question 3

If you ring the Practice on the day with a request for an urgent appointment are you usually seen:

Question 4

If you answered “neither of these” in Q3 please advise what you would usually do?

Question 5

If you have a minor injury when the Practice is closed do you usually:

Findings and Action Plan

The PPG reviewed the findings of both the Patient Survey and the IPQR to develop the Action Plan as there were distinct themes in both.

Action Plan - Patient Survey

Action Plan - Improving Patient Questionnaire Report (IPQR)

The PPG Steering Group reviewed the overall CFEP IPQR and in particular the patient comments as it was felt that these were the issues that people really care about.

The main concerns were around appointments and we have captured these in the Action Plan above. Other areas of feedback were:

The survey results have been placed on the Practice website in March 2014and featured in the Practice Newsletter.

Details of intended actions:

To keep the action points above on the Patient Steering Group Agenda throughout 2014. The Business Manager will be responsible for ensuring the actions identified are undertaken. Review will be undertaken at the Patient Steering Group throughout the year and will be reviewed at the end of the timeframe with results published in newsletter, website etc.

SALTAIRE MEDICAL PRACTICE

Opening Times

COTTINGLEY SURGERY

*Telephone lines open at 4.00 pm

* Telephone access to OOH Service from 6.00 pm