Service Level Agreement For

Appendix 1:Local Patient Participation DES Component PlanTemplate

PATIENT PARTICIPATION DIRECTED ENHANCED SERVICES

To be completed by practice and returned to or no later than 31st March 2014

Practice P Code / P81074
Practice Name and Address / Highfield Surgery
SSPCC, Lytham Road
Blackpool
FY4 1TJ
Contact / Jeanette Millward
Telephone Number / 01253 957656

Posting to the website by or before the 31 March 2014 is the responsibility of the practice. The report must have been completed and published on the practice's website no later than 31 March 2014. No payments will be made to a practice under the terms of this DES if the report is not published on the website by 31 March 2014.

Practice to confirm the practice has an open list from 1st April 2013 to 31 March 2014 / It is confirmed that the Practice List is open

Component 1: Develop a PRG

Practice Population Profile
Please demonstrate how the PRG is representative by providing information on the practice profile which could include age, sex, ethnicity, levels of unemployment, numbers of carers and working patterns of patients.
From the outset we tried to make the group representative of the Practice List Profile by identifying the main subsets of patients that use our services as follows

Parent of small children
Parent of teenager
Young adult (under 22 years old)
Working adult (under 50 years old) with no major illness
Retired adult (greater than 70 years old) with no major illness
Working age patient with longstanding (chronic) disease
Retired age patient with longstanding (chronic) disease
Unemployed due to illness

Through a mixture of open recruitment (waiting room notices, flyer hand outs, web site and direct approaches to possible participants) we developed a group whose profile encompassed each of those categories with the exception of parent of small children. We have made several direct approaches to potentially suitable candidates, but without success.
PRG Profile
Please demonstrate how the PRG is representative of the practice profile by providing information on the PRG profile.
We keep the number of patient representatives on the PRG to 10, plus practice staff members (GP Partner, Practice Manager, and Reception Manager). Over the last 3 years there has been a change of members however we always endeavour to replace like for like, whilst still trying to attract patients from the parent of small children categories.
Differences between the practice population and members of the PRG
Please describe what efforts the practice has made to reach any groups not represented
We continue to advertise for members through a mixture of open recruitment, waiting room notices, flyer hand outs, application forms on the Practice web site and direct approaches to possible participants.

Component 2: Agree areas of priority with the PRG

Priorities
Please confirm the range of areas which were included in the survey

Access by telephone
Customer Service
Telephone triage Service and Nurse Practitioner Led Urgent Access Service ~ after satisfactory the introduction of this new service
User age range
Accessibility of our services for Carers

Was there engagement with patients outside of the PRG when developing the range of areas and if so, how was this undertaken
The PRG discussed all the questions to be included in the survey and felt that the makeup of the PRG was representative enough of the practice. Informal discussions were held with other patients during the flu clinics to ascertain whether different areas should be covered in next year’s survey.
Were the priorities agreed by the PRG and if so, please provide evidence i.e. minutes or email (please embed evidence into this form)
The priorities for the questionnaire were discussed and agreed at the June meeting and one of the PRG members (Heather Goodwin) was tasked with developing the questionnaire.

Component 3: Collate patient views through use of a survey

Patient Views
Please describe the method of survey undertaken, how it was cascaded and how many were cascaded (Please note the survey should be cascaded wider than the PRG)
As mentioned above the survey was designed by members of the PRG as a hard copy. These were handed out by reception staff during routine surgeries throughout October and November 2013. Members of the PRG also attended all our October Flu Clinics handing out questionnaires and answering patient’s questions about the PRG. As most of the patients attending flu clinics are either elderly or have a chronic disease we also specifically targeted clinics that attracted our younger age groups such as the Maternity Clinics and Baby Clinics and acute illness clinics.
Please embed a copy of the survey

Please embed a copy of the analysis undertaken by the practice

Component 4: Provide PRG with opportunity to discuss survey findings and reach agreement with the PRG on changes to services

Survey Outcome
Please describe how the outcome of the survey was discussed with the PRG (please embed copy minutes or email)

Were there any significant changes required that had been identified from the survey, if yes, please provide further detail and confirm agreement has been sought from NHS England (i.e. opening hours or contractual changes)
No

Component 5: Agree action plan with the PRG and seek PRG agreement to implementing changes

Action Plan
Please embed a copy of the action plan agreed with the PRG highlighting any changes including timescales

To improve telephone access by employing extra reception staff to cover phones during the mornings ~ currently recruiting and hope to have staff in situ by the end of March 2014.
Promote electronic surveys ~ look at developing an electronic questionnaire for next year’s survey
The main negative comments were regarding the lack of car parking at the centre. Dr Priestley (GP representative) has now become involved with NHS Property Services to formulate a travel place for the centre. Completion Summer 2014

Component 6: Publication

Publication
Please confirm that the Local Patient Participation report has been published on the practice website and includes the criteria set out in component 6 (A – J inclusive) and embed a copy into this form

Please provide a hyperlink directly to the local patient participation report published on the practice website (NB if the practice does not have their own website, one should be developed, reimbursement will not be initiated for publication on any other website such as NHS Choices)