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Please see below our PPG Report for 2014/2015.

Annex D: Standard Reporting Template

Thames Valley Area Team

2014/15 Patient Participation Enhanced Service – Reporting Template

 

Practice Name: RAGSTONE ROAD SURGERY

 

Practice Code: K810895

 

Signed on behalf of practice: DIANE PARROTT Date:24TH MARCH 2015

 

Signed on behalf of PPG: BERNA PARNELL Date: 24th March 2015

 

  • Prerequisite of Enhanced Service – Develop/Maintain a Patient Participation Group (PPG)

 

 

 

 

Does the Practice have a PPG? YES

 

Method of engagement with PPG: Virtual Email, Spoken at contact

 

 

Number of members of PPG:1

 

 

Detail the gender mix of practice population and PPG:

 

%

Male

Female

Practice

50

50

PRG

0

100

 

 

 

 

Detail of age mix of practice population and PPG:

 

%

<16

17-24

25-34

35-44

45-54

55-64

65-74

> 75

Practice

14%

11%

12%

12%

14%

12%

14%

11%

PRG

0%

0%

0%

0%

100%

0%

0%

0%

 

 

Detail the ethnic background of your practice population and PRG:

 

 

White

Mixed/ multiple ethnic groups

 

British

Irish

Gypsy or Irish traveller

Other white

White &black Caribbean

White &black African

White &Asian

Other mixed

Practice

38

1.2

0

21.4

5.5

4.2

1.7

0

PRG

100%

0

0

0

0

0

0

0

 

 

 

Asian/Asian British

Black/African/Caribbean/Black British

Other

 

Indian

Pakistani

Bangladeshi

Chinese

Other

Asian

African

Caribbean

Other Black

Arab

Any other

Practice

11.4

5.7

3.0

0.4

1.7

0.3

0.2

0.7

2.1

0

PRG

0

0

0

0

0

0

0

0

0

0

 

 

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 have tried many avenues to encourage patients to join our PPG and have been amazed by the effort our lone representative is prepared to make.

  • Advertised on Posters in the Surgery, in our new patient pack and quarterly newsletter

 

  • Have a specific area on our website with an application form

 

  • By personal invitation

 

  • Daily contact invitation when applicable

 

  • All Clinicians are aware to approach patients that they feel would be amenable to joining

 

  • Approached another local Surgery which is a sister Surgery of the Bharani Group to consider joining up

 

 

 

 

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? NO

 

 

Our population is very mobile with high immigration, many rental properties and now that the original GP has retired ,links with the Langley population are reducing as patients are registering more local now that they are out of our new boundary.

 

 

 

 

 

  • Review of patient feedback

 

 

 

 

Outline the sources of feedback that were reviewed during the year:

 

  • GP Patient Survey Results

 

  • GP Patient Survey compared to other Practices in Slough CCG

 

  • All patient feedback received either from consultations or general comments

 

  • Feedback and input from existing PPG member

 

 

 

 

 

 

 

How frequently were these reviewed with the PRG?

 

Twice a year which were circulated for comment by virtual communication and two personal meetings

 

 

 

  • Action plan priority areas and implementation

 

 

Priority area 1

 

Description of priority area:

 

 

To have access to a Baby Changing facility which had been raised by the growing number of new babies being registered.

 

 

What actions were taken to address the priority?

 

The building was reviewed for its positioning and suitability. At the Practice Meeting it was suggested that the downstairs patient bathroom be a suitably large enough area to allow the installation of a wall mounted baby changing unit.

 

The unit has been purchased is awaiting install in the next few weeks at our next maintenance day.

 

 

 

 

 

 

Result of actions and impact on patients and carers (including how publicised):

 

Allows all those needing to change their baby to have access at ground floor level in an area that is big enough to cope with parent and baby plus others,

 

Staff are aware of the facility and can direct patients accordingly.

 

News signs have been ordered to be put up once installed

 

 

 

 

 

 

 

 

 

Priority area 2

 

Description of priority area:

 

Phone System Upgrade

 

 

 

What actions were taken to address the priority?

 

  • When we took over the management of the Practice in July 2013, the phones were setup so that incoming calls could only be answered from downstairs, regardless of how many people were working in the building.

 

  • We were unable to give a priority telephone number to the ambulance service or even to staff to allow easier access.

 

  • Three phone companies were asked to tender and one that we had had experience of before was given the Contract

 

  • The phone upgrade happened in August 2014 with more phones/extensions and lines available

 

Result of actions and impact on patients and carers (including how publicised):

 

Patients can now have their call answered by a variety of people in a variety of locations resulting in less waiting on the phones.

Phones no longer go to a voicemail so that patients are paying to wait on a call until it was answered.

It has been a great improvement , plus it means that we are able to receive and send faxes without either engaging the line , or waiting for some-one to come off a call.

 

Staff have also received telephone training on how to answer calls and manage calls more effectively.

 

The phone triage service now works with greater efficiency.

 

The new service was advertised in the Surgery in the newsletter and the website.

 

 

 

 

 

 

 

Priority area 3

 

Description of priority area:

 

Links with Self Help Groups

 

 

 

What actions were taken to address the priority?

 

The Practice is a multi-cultural patient base . We were aware through our links with Public Health that there are many facilities available locally that we were not advertising or signposting our patients to , to give them help and advice in not only medical issues but also social ones.

 

We had a variety of meetings with Public Health and have now buddied-up with Age Concern. They now come into the Surgery once a month and have an area in the Waiting Room where patients can approach them or arrange to be seen in their own home. Their publications are in more than one language and they also have multi-lingual staff available.

 

We hope to expand on this in the forthcoming year and work more for Carers and those that are cared for so that we can help them more at maybe times of crisis/respite/bereavement.

 

 

 

Result of actions and impact on patients and carers (including how publicised):

 

We advertise both in the Surgery and in our Newsletter. We are in the process of designing a specific Carers large notice board which is likely to be the majority of a wall in the waiting room with news, tips, help and groups that patients and carers can go to , or be a part of where they can be heard.

 

This service is very much in its infancy and we hope to build on the foundations that we have already put down.

 

 

 

 

 

 

 

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):

 

  • PPG Sign Off

 

 

 

Report signed off by PPG: YES

 

Date of sign off: 23 March 2015

 

 

 

How has the practice engaged with the PPG:

 

How has the practice made efforts to engage with seldom heard groups in the practice population?

By Personal invitation ,posters, newsletter, websites- as sated above

 

Has the practice received patient and carer feedback from a variety of sources?- Yes- written , verbal and electronic

 

Was the PPG involved in the agreement of priority areas and the resulting action plan? Yes- all were asked for their opinions/ideas

 

How has the service offered to patients and carers improved as a result of the implementation of the action plan?

 

Yes- it has improved the facilities and services that we can offer as a small Practice in a high residential area

 

Do you have any other comments about the PPG or practice in relation to this area of work?

 

Our aim would be to extend membership which is extremely hard or joining up with a sister Surgery

 

 

 

 

 

 

 

 

 

 

 

 

 

 
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