patient participation enhanced service - reporting template
TRANSCRIPT
Mary CooneyF
86607
31.03.2015
current group but there has been a PP
G for a num
ber of years
and telephone.
Patien
t Particip
ation
Enh
ance
d Se
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Page 2
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Deta
il the e
thn
ic b
ackgro
un
d o
f yo
ur p
ractic
e p
op
ula
tion a
nd P
RG
:
W
hite
M
ixed/ m
ultip
le e
thn
ic g
rou
ps
B
ritish
Iris
h
Gypsy o
r Irish
trave
ller
Oth
er
white
W
hite
&bla
ck
Carib
bea
n
White
&bla
ck
Afric
an
White
&
Asia
n
Oth
er
mix
ed
Pra
ctic
e
PP
G
A
sia
n/A
sia
n B
ritish
B
lack/A
frican/C
arib
be
an/B
lack B
ritish
O
ther
In
dia
n
Pakis
tani
Ban
gla
desh
i C
hin
ese
O
ther
Asia
n
Afric
an
Carib
bea
n
Oth
er
Bla
ck
Ara
b
An
y
oth
er
Pra
ctic
e
PP
G
Describ
e s
tep
s ta
ke
n to
en
su
re th
at th
e P
PG
is re
pre
se
nta
tive
of th
e p
ractic
e p
opu
latio
n in
term
s o
f ge
nd
er, a
ge
an
d e
thn
ic
ba
ckgro
un
d a
nd
oth
er m
em
be
rs o
f the
pra
ctic
e p
op
ula
tion
:
As d
etailed o
n th
e Natio
nal A
ssociatio
n o
f Patien
t Particip
ation
Gro
up
s web
site (http
://ww
w.n
app
.org.u
k/pp
gsand
prgs.h
tml), P
PG
s are grass
roo
ts grou
ps w
ith th
eir ow
n term
s of referen
ce, and
the flexib
ility to d
etermin
e ho
w th
ey w
ill wo
rk with
the p
ractice. PR
Gs are
bo
un
d b
y the
Patien
t Particip
ation
DES co
ntract ru
les. The A
dd
ison
Ro
ad P
ractice has a P
PG
, no
t a PR
G, th
e ethn
ic mix is self-d
etermin
ing.
Are
the
re a
ny s
pe
cific
ch
ara
cte
ristic
s o
f yo
ur p
ractic
e p
opu
latio
n w
hic
h m
ea
ns th
at o
the
r gro
up
s s
ho
uld
be
inclu
ded
in th
e P
PG
?
e.g
. a la
rge
stu
den
t pop
ula
tion
, sig
nific
an
t num
be
r of jo
bse
eke
rs, la
rge
nu
mb
ers
of n
urs
ing h
om
es, o
r a L
GB
T c
om
mu
nity
?
NO
If yo
u h
ave
an
sw
ere
d y
es, p
lea
se
ou
tline
mea
su
res ta
ke
n to
inclu
de
tho
se
sp
ecific
gro
up
s a
nd w
he
the
r tho
se m
ea
su
res w
ere
su
cce
ssfu
l:
Patien
t Particip
ation
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ance
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of 7
2
. R
evie
w o
f pa
tien
t fee
db
ack
Ou
tline
the s
ou
rces o
f fee
db
ack th
at w
ere
revie
we
d d
urin
g th
e y
ea
r:
The P
atient P
articipatio
n G
rou
p (P
PG
), wh
ich m
et for th
e first time o
n 6
th Febru
ary 201
5, d
esigned
– in co
nsu
ltation
with
the p
ractice – a Patien
t Su
rvey. The P
PG
then
pu
blicised
and
pro
mo
ted th
e survey exten
sively, attracting resp
on
ses from
65
2 p
atients o
f the p
ractice. The rep
ort fo
r th
is is bein
g com
pleted
as the fin
ancial year co
mes to
an en
d as is exp
ected to
info
rm o
ur im
pro
vemen
t action
s for th
e next fin
ancial year.
How
frequ
en
tly w
ere
the
se
revie
we
d w
ith th
e P
PG
?
At th
eir first mee
ting, th
e PP
G w
as info
rmed
of th
e Actio
n Item
s to w
hich
the p
ractice had
com
mitted
for th
e 20
14/15
finan
cial year. The
pro
gress mad
e on
tho
se item
s was also
tabled
. No
oth
er reviews h
ave taken p
lace.
3.
Actio
n p
lan
prio
rity a
rea
s a
nd
imp
lem
enta
tion
P
riority
are
a 1
Descrip
tion
of p
riority
are
a:
Ph
on
e System. Th
e practice’s p
ho
ne system
is archaic, it can
on
ly han
dle 1
5 calls at a tim
e befo
re it begin
s to d
rop
off callers. Th
ere is no
facility to
leave a message an
d actu
ally receive a call back. Th
e calls on
ho
ld at an
y time are n
ot actu
ally qu
eued
, any co
uld
dro
p o
ut at an
y tim
e. Patien
ts repo
rt they typ
ically take mu
ltiple calls to
get thro
ugh
, wh
en th
ey do
get thro
ugh
the calls are freq
uen
tly dro
pp
ed – o
r the
patien
t remain
s on
ho
ld fo
r betw
een 2
0 an
d 4
0 m
inu
tes befo
re their call is an
swere
d.
These p
rob
lems o
ccur th
rou
gho
ut th
e day, b
ut are p
articularly acu
te at 08
:30
and
14
:00
, times w
hen
patien
ts requ
iring u
rgent ap
po
intm
ents
have b
een
instru
cted to
call. Typically, b
y the tim
e man
y patien
ts get thro
ugh
(if they d
o), th
ere are no
urgen
t app
oin
tmen
ts remain
ing.
What a
ctio
ns w
ere
take
n to
ad
dre
ss th
e p
riority
?
1.
Patien
ts wish
ing to
make b
oo
kings fo
r urgen
t app
oin
tmen
ts were ad
vised it w
as better to
attend
the p
ractice in p
erson
to d
o th
is
2.
On
line ap
po
intm
ent b
oo
king (fo
r advan
ce app
oin
tmen
ts) becam
e available d
urin
g Febru
ary 20
15
Patien
t Particip
ation
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R
esu
lt of a
ctio
ns a
nd
imp
act o
n p
atie
nts
an
d c
are
rs (in
clu
din
g h
ow
pu
blic
ised
):
Extreme d
issatisfaction
with
the p
ractice’s ph
on
e system an
d ap
po
intm
ent b
oo
king system
is on
e of th
e key results o
f the 2
01
5 P
atient
Survey. It seem
s clear that actio
ns taken
du
ring 20
14
/15
to relieve th
is situatio
n h
ave no
t man
aged to
solve th
e pro
blem
.
Prio
rity a
rea
2
Descrip
tion
of p
riority
are
a:
New
Co
mp
uter System
– EMIS W
eb
What a
ctio
ns w
ere
take
n to
ad
dre
ss th
e p
riority
?
A n
ew co
mp
uter system
has b
een
installed
and
imp
lemen
ted.
Resu
lt of a
ctio
ns a
nd
imp
act o
n p
atie
nts
an
d c
are
rs (in
clu
din
g h
ow
pu
blic
ised
):
EMIS W
eb en
ables th
e follo
win
g enh
ancem
ents fo
r com
mu
nicatio
n an
d o
rganisatio
n b
etween
the p
ractice, patien
ts and
carers:
1.
On
line o
rderin
g of rep
eat prescrip
tion
s
2.
Access to
sum
mary m
edical reco
rds
3.
Ab
ility to m
ake bo
okin
gs for ad
vance ap
po
intm
ents o
nlin
e
4.
Ab
ility for th
e practice to
send
email to
ind
ividu
al patien
ts or p
atient gro
up
s
Pu
blicity, ad
vising p
atients th
ey cou
ld n
ow
register for th
e EMIS system
, was p
rom
inen
tly disp
layed in
the p
ractice waitin
g roo
m d
urin
g mu
ch
of Feb
ruary an
d M
arch 20
15
, plu
s info
rmatio
n w
as pro
vided
on
the p
ractice web
site.
Take-u
p o
f the system
, as eviden
ced b
y the resu
lts of th
e 201
5 Patien
t Survey, is still relatively lo
w – so
furth
er pu
blicity ab
ou
t the n
ewly
available asp
ect of th
e system w
ill be n
eeded
in an
on
-goin
g sense,
Patien
t Particip
ation
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of 7
P
riority
are
a 3
Descrip
tion
of p
riority
are
a:
Intro
du
ction
of C
on
traceptive Services. Th
e practice h
ad p
reviou
sly no
t offered
any co
ntracep
tive / family p
lann
ing / IV
F services.
What a
ctio
ns w
ere
take
n to
ad
dre
ss th
e p
riority
?
Alm
ost all m
edical p
rofessio
nals (d
octo
rs and
advan
ced n
urse
practitio
ners) w
ithin
the p
ractice no
w p
rescribe o
ral con
traceptio
n. Tw
o staff
had
the train
ing to
pro
vide n
on
-oral co
ntracep
tive meth
od
s, ho
wever th
is has b
een h
ind
ered b
y matern
ity leave for b
oth
tho
se m
emb
ers of
staff. There is n
ow
a pro
blem
with
a lack of train
ing p
laces to q
ualify fu
rther staff m
emb
ers to d
eliver this service.
A o
nce-w
eekly clin
ic, no
t run
by th
e practice, h
as com
men
ced o
peratin
g in th
e same b
uild
ing as th
e practice.
Resu
lt of a
ctio
ns a
nd
imp
act o
n p
atie
nts
an
d c
are
rs (in
clu
din
g h
ow
pu
blic
ised
):
There is so
me aw
aren
ess amo
ngst p
atients th
at services are n
ow
bein
g offered
. Patien
ts remain
un
aware
of exactly w
hich
do
ctors / n
urses
with
in th
e practice w
ill accom
mo
date th
ese dem
and
s.
The P
PG
(and
patien
ts in gen
eral) are un
aware
of w
heth
er or n
ot th
e wee
kly clinic (ru
n b
y No
rth East Lo
nd
on
) offers a co
mp
rehen
sive family
plan
nin
g service. We are also
un
aware
of th
e capacity o
f the clin
ic in term
s of th
e nu
mb
er of ap
po
intm
ents availab
le. In ad
ditio
n p
atients
seeking fam
ily plan
nin
g services are gen
erally either:
a) u
naw
are o
f the w
eekly clin
ic or
b)
un
able to
attend
the w
eekly clin
ic du
e to w
ork co
mm
itmen
ts
The 2
015
Patien
t Survey m
akes it plain
that m
any p
atients rem
ain u
naw
are of w
hat services are o
ffered an
d, as a co
nseq
uen
ce, are seeking
family p
lann
ing services elsew
here. A
nu
mb
er of p
atients are
stressed b
y this – an
d o
thers are an
gry and
up
set becau
se of th
eir on
goin
g b
elief that th
e practice is eith
er n
ot o
ffering – o
r no
t com
mu
nicatin
g wh
at services are available
.
Initial d
iscussio
ns h
ave taken p
lace with
the C
hair o
f the P
PG
to en
sure th
e pro
vision
– and
pu
blicity re
gardin
g these services – im
pro
ves d
urin
g the n
ext finan
cial year. This in
clud
es pu
blicisin
g the d
etails of th
e wee
kly clinic.
Patien
t Particip
ation
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P
rogre
ss o
n p
revio
us y
ea
rs
4. P
PG
Sig
n O
ff
Rep
ort s
ign
ed o
ff by P
PG
:
YES
Date
of s
ign
off:
How
ha
s th
e p
ractic
e e
nga
ge
d w
ith th
e P
PG
:
The P
PG
was o
nly fo
rmed
in Feb
ruary 2
015
How
ha
s th
e p
ractic
e m
ade
effo
rts to
en
ga
ge
with
se
ldom
he
ard
gro
up
s in
the
pra
ctic
e p
op
ula
tion
?
The m
ain gro
up
s invo
lved h
ere, we b
elieve, are a very small n
um
ber o
f patien
ts wh
o are u
nab
le to co
mm
un
icate in En
glish, p
atients su
ffering
from
variou
s men
tal health
con
ditio
ns an
d p
atients livin
g in care
ho
mes. Th
e latter grou
p receive w
eekly visits fro
m d
octo
rs from
the
practice an
d th
ose
speakin
g oth
er langu
ages are well-acco
mm
od
ated in
general b
y either fam
ily sup
po
rt – or b
y staff mem
bers w
ithin
the
practice w
ho
speak th
eir langu
age. The P
PG
and
the p
ractice belie
ve that m
ore can
be d
on
e to en
gage with
the o
ther gro
up
men
tion
ed –
tho
se sufferin
g from
men
tal health
con
ditio
ns an
d th
is will b
e discu
ssed in
the co
urse o
f the year.
Has th
e p
ractic
e re
ce
ive
d p
atie
nt a
nd
ca
rer fe
ed
ba
ck fro
m a
va
riety
of s
ou
rces?
Main
ly from
the recen
t survey.
Was th
e P
PG
invo
lve
d in
the
agre
em
ent o
f prio
rity a
rea
s a
nd
the re
su
lting a
ctio
n p
lan?
Is th
is th
e firs
t ye
ar y
ou
r pra
ctic
e h
as p
artic
ipa
ted in
this
sch
em
e?
Previo
us iteratio
ns o
f the P
atient P
articipatio
n G
rou
p h
ave op
erated in
previo
us years.
If yo
u h
ave
pa
rticip
ate
d in
this
sch
em
e fo
r mo
re th
an
on
e y
ea
r, ou
tline
pro
gre
ss m
ad
e o
n is
su
es ra
ised
in th
e p
revio
us y
ea
r(s):
Last year the actio
n item
s detailed
in th
is sub
missio
n w
ere agreed w
ith a P
atient R
epresen
tative Gro
up
(PR
G).
31 March 2015
Patien
t Particip
ation
Enh
ance
d Se
rvice 2
01
4/1
5 A
nn
ex D
: Stand
ard R
ep
ortin
g Tem
plate
Page 7
of 7
Last year’s PR
G w
as invo
lved in
these d
iscussio
ns
How
ha
s th
e s
erv
ice o
ffere
d to
pa
tien
ts a
nd
ca
rers
imp
rove
d a
s a
resu
lt of th
e im
ple
me
nta
tion
of th
e a
ctio
n p
lan
?
Yes, particu
larly in relatio
n to
the n
ew co
mp
uter system
… alth
ou
gh th
is nee
ds to
be m
ore w
idely p
ub
licised. O
therw
ise there h
ave bee
n
imp
rovem
ents in
family p
lann
ing as d
escribed
in th
e bo
dy o
f the rep
ort…
efforts to
imp
rove th
e ph
on
e system are
curren
tly bein
g reviewed
an
d revised
.
Do y
ou
ha
ve
an
y o
the
r co
mm
en
ts a
bou
t the
PP
G o
r pra
ctic
e in
rela
tion
to th
is a
rea
of w
ork
?
The P
PG
ho
pes th
at the p
ractice has b
egun
a pro
cess of jo
int w
orkin
g and
full en
gagemen
t with
the P
PG
. The tim
e pressu
re to w
rite, agree an
d sen
d th
is sub
missio
n in
just o
ver 24
ho
urs w
as, we (th
e PP
G) h
op
e, a o
ne-o
ff. It is crucial th
at the to
p le
adersh
ip o
f the p
ractice take no
te – an
d take ad
vantage o
f the b
enefits th
at a com
mitted
PP
G can
brin
g.
Com
ple
te a
nd re
turn
to: e
ngla
nd.lo
n-n
e-c
laim
s@
nh
s.n
et n
o la
ter th
an
31 M
arc
h 2
01
5