Patient participation group 2014-15
- The purpose of the Patient Participation Group is to help in the planning, provision and delivery of local health care services by Lister Lane surgery and its branch surgeries. The aim also is to raise the standard of services.
- The PPG form a link between the patients and The Practice with a view to making a useful contribution to the improvement of existing services and help the practice to develop new services to meet and identify patients’ needs.
- The PPG also work in close association with the practice manager and other practice team members.
- A minimum of eight patients but no more than fourteen patients who are all registered at the Surgery and representing a range of ages, experience and interest are invited by the practice to form the PPG. Any patient registered over the age of 16yrs at the surgery will be eligible to apply for membership.
- Applications for membership are usually available upon request from the reception team. On approval by the practice, the application is passed to the PPG who will introduce the new member(s) into the working of the PPG. Members ceasing to be registered at the Surgery will automatically cease to be members of the PPG.
- The PPG may only have one member of a family serving at any one time – this would include the relationships of ‘step’, ‘half’ and ‘adopted’ as well as that of the standard ‘grandparent, parent, child’ pattern.
- All successful applicants will be expected to serve for a minimum of one year with a maximum of five years. Should a member who has served the five year term wish to continue on the PPG, they should make their wishes known to the rest of the group? Re-election is then possible by the group, with the expectation that said member will serve a minimum six year total period, and a maximum ten year total period.
- The PPG may co-opt observers with specific expertise/experience to assist it in a specific area(s).
- A representative of the practice will be co-opted to the meeting.
- The members of the PPG will elect members to be Chair, Vice Chair and Secretary. The Chair and Secretary to be elected on alternate years. NOTE: the elected chair is Dr B Kumar.
- Meetings will normally take place every 8 weeks. Extra Ordinary meetings may be called by the Chairperson or by three other PPG members via the vice chair/secretary. Ten days’ notice must be given and the practice, through The Practice Manager, must be informed in advance. Only the subject for which the extra ordinary meeting has been called will be discussed.
- The quorum for any meeting will be 50% of the members plus one.
- The Secretary will prepare the minutes of each meeting and forward them to the members within 14 days of each meeting. Where any action is required by a member this is to be indicated in the minutes.
- Any agenda items for forthcoming meetings are to be forwarded to the Secretary at least five days before the date of the meeting.
- No remuneration or expenses will be paid unless authorised by The Practice.
- Views, ideas, suggestions and recommendations formulated by the PPG whether in writing or verbally and agreed in principle by the majority will be presented to the practice via The Practice Manager or alternatively with a meeting with the doctors and nurses if deemed advisable.
- All members of the PPG who receive or learn about any confidential information concerning a patient or The Practice must not disclose this information unless they have received express permission from the practice or The Practice Manager. Any individual who discloses any confidential information without permission will be suspended until the matter has been satisfactorily resolved.
- The PPG may be dissolved by The Practice for good and sufficient reason. The Practice retains the right to veto PPG activities.
Supporting evidence report.
This report is designed to outline the steps taken at each stage of setting up the Patient Reference Group and the decision making used in this project.
Steps 1 – Developing a structure that gains the view of patients & enables feedback through a Patient Participation Group (PPG)
This section of the report will cover:
· How the practice satisfied themselves that they had identified and understood their practice profile;
· The practice profile;
· The methods used to invite members to join the PPG;
· The methods that will be used to regularly invite members to join the PPG.
· The size of the PPG including the profile of the members that make-up the group.
· The date the PPG was established.
Understanding the Practice Profile
Lister Lane Surgery and its branch sites have 7594 registered patients across the 3 sites.
|0 - 16
|17 - 35
|36 - 54
|55 - 73
|74 - 110
The clinical system we use (S1) categorised the patients under the Ethnicity headings as of the 2001 Census. However almost half the population does not have their ethnicity recorded, see table below of data captured from the clinical system to breakdown information known to the practice.
The DES requires us to be able to identify underrepresented groups within the Practice to ensure that we allow them to have the opportunity to make their voices heard. There are examples where we will not be able to identify certain groups because the recording of the information that defines them as a group contravenes the guidance issued under Information Governance (Data Protection Principles section 3 – Personal data shall be adequate, relevant and not excessive in relation to the purpose or purposes for which they are processed), for instance:
· If the patient is a member of the travelling community
· If the patient is part of the Gay or Lesbian communities
· If the patient is associated with any religious group
· Single parent families
The Practice Participates in the Learning disability DES and has ensured that patients are included in searches as part of our Target Groups. The Practice also directly targeted patients with chronic conditions by advertising in the waiting area and by word of mouth. We took this direct approach as we felt they may have needed further encouragement to consider taking part. Letters were also sent to all of our patients in residential nursing homes encouraging members to join the PPG group. During our research to understand the Practice Profile we used the following tools:
PPG Sign up Forms
Meetings with the PPG representative
The Practice profile
Some patients fall into more than one group but we understand our general profile to be:
- Care Home Users
- Chronic Condition
The methods used to invite members to the PRG.
The Patient Participation Group is a virtual body. Membership and Participation can be achieved via email, our website or by post. How to get involved leaflets & Surveys are provided in all of our waiting rooms as detailed below. All patients are welcome to give feedback at any time via this group or otherwise and therefore to a greater extent we consider all of our patients to members of the PPG.
Marketing Materials Used to Communicate the PPG
Although there was not much technical research involved in the creating of the promotional materials we applied some basic marketing principles to the way that we would communicate with patients and the aesthetics of the information leaflets we produced.
Lister Lane Surgery – Dedicated area on the website with information about the PPG and what it stands for. On this section of the website there is an online sign up form which patients can access by clicking through the link.
PPG Leaflet – Includes extensive information about the purpose of the Patient Participation Group and includes a pre-survey included with the registration form. This leaflet is available in Patient Waiting Areas, Consultation Rooms and Clinic Rooms.
The A4 posters have been designed to drive Patients to the flyers that we have displayed around the surgery and not as point of information in their own right.
The methods listed above will continue to be used throughout the Patient Participation Group Project to allow patient participation at any time.
We continue to recruit members for the PPG and we hopeful that the numbers of patients the wider ranging Ethnic Communities within our surgery will increase, however we have yet to find an effective way to communicate directly with these people.
PPG meeting Monday 12th May 2014
Dr Kumar - chair
Dr Shetty - vice chair
Shana Begum practice Manager
Preeti Sing - practice manger (branch)
1. PPG action plan
2. FFT (friends and family test)
3. CQC new monitoring intelligence data
The PPG team met on the 12th May 2014 to discuss the priority areas and ensure that we clearly understand our patients’ priorities and issues, we discussed with the PPG the areas of concerns we have identified through patients and staff as a service provider.
The 2014-15 PPG DES, has omitted the patient in-house survey due to the new introduction of the FFT (friends and family test) starting December 2014. So this year there will be no patient in-house based survey.
So this year the team will re-visits previous PPG action plans and identify new areas which they can discuss and suggest ways to improve.
As a team we looked at the types of concerns we are still facing and what concerns the patients are raising. We took some of the issues from 2013-14 PPG action plan to help us decide areas for improvement.
The following areas were agreed as items on action plan for improvement for 2014-15
1. Getting a pre-bookable appointment
2. Clinical Care
3. Telephone answering and access
4. Waiting Room Facilities
5. Customer Service
6. Time Keeping
7. Patient Information
8. Opening Times
Below is action plan from 2013-14 PPG, 3 key areas were defined from the in-house survey findings and action plan was put together how these key areas was met or could be met;
ACTION PLAN FOR 2013-14:
· To improve around the capacity versus demands
· To improve around offering more appointments with choices
||THE RESULT IS...
||Increase staff capacity
- We have 2 new branch sites to increase capacity
- We have 2 GP’s on duty at Lister Lane to increase capacity
- We have introduced and increased our online booking and S1 access across the 3 sites to ease off appointment bookings:
- We have taken a new admin recruit to increase staff capacity
|Actioned immediately with pending review in 6/12, slow measures will be introduced as there are a lot of differences in the ways each surgery operated whilst single handed.
||Offer more choices with health professionals and appointments
- We have 2 branch sites to offer more choices
- Choice of female GP is available across 3 sites
- Reduced waiting time for chosen health professional
||Appointment booking procedure/methods
- Online booking increased
- S1 online access promoted across 3 sites
- More telephone lines available per site
- More call takers available per site
We agreed to meet again in Aug/Sept to discuss what form of action the practice has taken or suggested improvements on issues that have been identified for the 2014-15 action plans.
The next key item was the FFT (friends and family test) which is being introduced from 1st December for all GP surgeries. This has now become a contractual obligation for GP practices and the following process has to be met;
FFT (friends and family Test)
From 1 December 2014, it is a contractual requirement that all GP practices implement the NHS Friends and Family Test (FFT).
Background and purpose
The FFT is a feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience that can be used to improve services. It is a continuous feedback loop between patients and practices.
What is the initial FFT question?
“We would like you to think about your recent experiences of our service.
How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?”
The responses are: ‘Extremely likely’; ‘Likely’; ‘Neither likely nor unlikely’; ‘Unlikely’; ‘Extremely unlikely’; or ‘Don’t know’
1. Practices must submit monthly to NHS England:
2. The number of responses in each category
3. The number of responses collected by each method
The free text responses, and any additional information collected via the FFT, should not be submitted to NHS England.
Publication of results
NHS England will publish the results every month. The results will also be published on the NHS Choices website. Practices can use these results to track their progress over time.
Practices must publish their own results locally and they can publish their free text comments locally in an anonymised format. If the practice does decide to publish free text comments, patients must be able to opt out of their comment being published.
CQC intelligence monitoring
Lister Lane Surgery underwent a CQC inspection in December 2013 and successfully ticked all the boxes.
Please visit cqc.org.uk and search for Lister Lane Surgery to read the full report.
The two branch sites could possibly receive an inspection in the future, this is unpredictable. CQC are monitoring practice performances remotely as well as through various NHS web-tools designed to extract anonymised practice data such as:
Chronic disease management
Adequate trained staff
Demands versus capacity
Practice IPSO MORI survey results
PPG Meeting Thursday 20th Nov
Dr Kumar- chair
Dr Shetty - vice chair
Shana Begum - practice Manager
Preeti Sing - practice manger (branch)
1. Muckliseen Khanom LL
2. Brian Whiteley NL
3. Rosemary Fisher NL
1. Winter Pressure
The PPG met once again to discuss the agenda item. Due to sick leave and annual leave the representations was limited. Hence the agenda item was kept very basic. We discussed the Winter Pressure scheme starting in Calderdale from 6th December where the patients will get to see a GP during out of hours when they call NHS 111. An appointment will be directly offered at a locality hub without the patient having to use the A+E services which is classed as an abuse if the need is not an A+E matter.
The discussion with the team went quite well and everybody understood and accepted that word of mouth is very important in the community to promote this scheme.
Below is a map location of all the locality Hubs set up in Calderdale and patients across the patch will be offered to visit the nearest HUB to their home address.
Members of the PPG were impressed with the new set up as they feel the service at the walk in centre has deteriorated a little.
Winter Pressure HUB
The Pennine GP Alliance (Calderdale GP federation) proposes providing 144 appointments every Saturday between 6th December 2014 and 25th April 2015 throughout Calderdale. We will provide a total of 3024 appointments over a 21 weeks period.
Calderdale will be split into 6 localities based upon geography, transport and deprivation scores. Amongst the 6 Localities, Lister Lane and Boothtown site comes under the North Halifax HUB and Nursery Lane site under the East Central HUB.
Booking of Patients
The Patients will be booked via 111 directly to the hub providing the service. These patients will be triaged by 111 as needing to see a GP within 24 hours.
No questions were raised at this point of time with regards to the Winter Pressure HUB, and hopefully the practice will have some feedback in the next meeting.
The surgery is also putting a lot of time and effort into re-designing the Lister Lane Surgery website to boost its online presence but the majority of patients who have signed up to the PRG have opted not to provide email address even though this is designed to be a virtual group. This has also made communication slightly more long winded as paper copies need to be sent to patients.
While we are happy that we have established our Practice Profile and identified issues with the patient reference group, I am concerned about how low the take up has been for the Patient Reference Group. Unfortunately the majority of patients are not interested in providing feedback on the Surgery unless it is of a critical nature or seeking to have complaints addressed which is not what the PRG has been designed for. For the most part Patients claim that they do not have time or have very little interest in taking part in Patient Reference Group activity. The surgery will continue to try and engage with the members of the Patient Reference Group and its patient base to recruit more members and hope that with the new NHS changes in April will create a greater desire for patients to make their voices heard.
Publicise the local Participation Report and Practice Survey 2014-15
General Practice Information:
Lister Lane Surgery
30 Lister Lane
Nursery Lane Medical Centre
Halifax HX3 5TE
Boothtown HX3 6EL
Business Opening hours (all)
Monday 8 am to 6.00pm (6 to 6.30pm access via phone only) (6.30pm to 8pm- extended access PM)
Tuesday 8am to 6.00pm (6 to 6.30pm access via phone only)
Wednesday 8am to 6.00pm (6 to 6.30pm access via phone only)
Thursday 8am to 6.00pm (6 to 6.30pm access via phone only) (6.30am to 8am- extended access AM)
Friday 8am to 6.00pm (6 to 6.30pm access via phone only)
The PPG survey can be found on our surgery website: www.listerlanesurgery.co.uk
A notice has been put on our surgery waiting rooms displaying details of where and how patients can locate this report.
All PPG members have been notified of the final report submission on the practice website.
Details of this factual report and its location will also be published on our practice website.
End of report
Produced by: Practice Manager
Lister Lane Surgery