Patient Participation Report

Archers Practice

Patient Participation Group – Practice Report 2014/2015 

Our practice has an average profile of patients across the age groups and we have only a small number of patients in nursing homes.  Eastleigh has a population of 125,200 residents (2011 census).  Since then the greatest increase has been in the over 65 age range (21.2%) and also in the 0-4 age range (11.4%).  As we are in a developing area we expect our patient numbers to increase and particularly in the elderly group with new retirement projects nearby, also more young families with the proposed housing development in Chestnut Avenue. 

Description of the profile of Archers Practice Patient Reference Group (PRG) 

The profiles shown below have not changed greatly from the previous year.

Practice population profile

PRG Profile

% under 16

19

0

% 17-24

9

15 %

% 25-34

16

23 %

% 35-44

14

18 %

% 45-54

14

18 %

% 55-64

12

15 %

% 65-74

8

8 %

% 75-85

5

4 %

% Over 85

2

0

Breakdown by Sex

Practice Population

PRG

MALE

51 %

42 %

FEMALE

49 %

58 %

 Archers Practice was formed on 1st July 2013 with the merger of Leighside and Pineview Practice.  Both Leighside and Pineview practices had established Patient Participation Groups which have been combined for the merged practice.  The membership of the Patient participation Group has unfortunately gone down over the past year, due to members moving away, work commitments and the very sad death of one member. We will be electing a new chair at the next meeting.  Currently there are 6 members of the group. There is an established virtual Patient Reference Group which enables wider patient participation.  We feel that the PRG group, at present, reflects a broad spread of ages.  We are continually expanding our virtual PRG group.

91.8% of the Eastleigh residents are estimated to be of the ethnic group ‘white British’.  In the period 2001-2011 other ethnic groups increased from 4.6% to 8.2%.  We have been routinely recording ethnicity on new patient questionnaires since 2011, but do not have enough information for existing patients to draw a comparison with our PRG.

In order to continually broaden our PRG group, we give out forms to patients to fill in.  The new PRG members are obtained by the following methods:-

  • Posters in the waiting room
  • Call board in the waiting room
  • Newsletters
  • Recruitment leaflets given out at reception and by clinicians
  • Messages on prescriptions
  • Notices on our website and NHS Choices website
  • PPG chair recruiting patients in the waiting room area during visits and surveys
  • New patient questionnaire
  • Asking the Health Visitors, Midwifes and District Nurses to approach patients during visits and clinic appointments.

Priority areas 2014/15

Since the formation of Archers Practice, we have been trying to refine our services.  We asked the Patient reference group about ideas for priority areas taking into consideration the results of the survey from 2013/14 the only responses received were about the appointment system and car parking.  The patient reference group were then invited to a Patient Participation Group meeting to discuss priority areas.  The meeting was held on 27th November.  Matters raised by the PRG were discussed and it was decided that the priority areas should be the appointment system, telephone system and patient continuity if the PRG were in agreement the PPG proposed a survey of the appointment and telephone system. The practice agreed that patient continuity was an issue they were aware of and that they were trying to recruit new partners to improve the situation.  Ideas for survey questions were drawn up for approval and comments of the PRG.  Minutes of the meeting and survey questions were forwarded to the PRG and no objections or comments were received.  The survey was then carried out from 2/2/2015 until 13/2/2015.  All patients who attended the surgery for an appointment or to collect a prescription were given a form to complete.  The survey was also sent out to patients who had provided email addresses.

104 responses were received and the full results are shown on the attached Appendix 1.  Overall the results regarding the appointment system showed that 77.55% of patients were aware of the triage system, of those that had experience of the triage system 60.6% were either very or fairly happy with it.  However the survey showed less positive results regarding the telephone system with 56% of patients finding it not very easy to get through in the mornings.

The full results were send out to the PRG  for comments with a view to discuss at the next PPG meeting being held on 25/2/2015.  The comments received were requesting a leaflet to be drawn up regarding triage.  At the meeting held on 25/2/2015 the PPG agreed the following action points:-

  • A leaflet to be produced to explain triage
  • A demand Audit to be run to check we are meeting needs
  • Appointment system will be changed according to results of demand audit
  • PPG will write to telecom provider to ensure speedy resolution to telephone issues
  • Practice will ask the telecom provider if any problems were found on the recent system trace
  • Once telephone issues are resolved the practice will monitor and survey patients again to check for improvement

The other matter of priority that was not part of the survey has been continuity of care.  During the past year Dr Lown was recruited in September as a partner and current partners of the practice have been covering extra session.  We have also made use of two longer term locums which continuing to advertise for partners.

Action points:

  • Continue to advertise
  • Explore other options ie employing Nurse Practitioner

The PRG were sent the minutes of this meeting and no further comments were received.

Practice information

Our practice leaflet is produced in house and is therefore easily updated with all new information.  All our practice details including access information, opening times and surgery details are available on our leaflet, website www.archerspractice.co.uk and NHS Choices website.

Opening Hours of Practice

We now have online booking for GP appointments and an online repeat prescription service.  Forms are available from reception to sign up for the service.

Disability

There is a ramp at the main door for wheelchairs.  A wheelchair is also available in the Health Centre for use on the premises.  There is a hearing loop at reception.

Full details on the services the practice provides are available in our leaflets and on our website.

www.archerspractice.co.uk

Extended hours scheme

Archers Practice offers GP appointments later in the evening on Tuesdays, Wednesdays and Thursdays.  Reception is also open later on these evenings for collection of prescriptions, enquiries and booking appointments.

APPENDIX 1

Archers Practice Survey Feb 2015

 

1) Are you aware that the practice runs a triage appointment system?

YES

 

76

77.55%

NO

 

22

22.45%

 

Total

98

100%

2) Do you feel that you fully understand what triage means ?

Yes fully

 

58

59.18%

To some extent

24

24.49%

No

 

16

16.33%

 

Total

98

100%

3)  If you have answered no above would it help to receive a leaflet about this ?

YES

 

28

77.78%

NO

 

8

22.22%

 

Total

36

100.00%

4)  If you have had experience of the triage system, please answer below.

Very happy

22

33.33%

Fairly happy

18

27.27%

not sure

 

12

18.18%

Not very happy

8

12.12%

Unhappy

 

6

9.09%

   

66

100%

5)  If you have answered unhappy above briefly explain why you feel this way.

Comments  listed at end of spreadsheet

6)  Looking back over the previous month how easy has it been to get through to the practice

on the telephone AM 8-12 to book an appointment?

Very easy

4

3.85%

Fairly easy

36

34.62%

Not very easy

56

53.85%

Haven’t tried

8

7.69%

 

Total

104

100%

7)  Looking back over the past month how easy has it been to get through to the practice

on the telephone PM 12-7.30 to book an appointment ?

Very easy

4

3.85%

Fairly easy

44

42.31%

Not very easy

30

28.85%

Haven’t tried

26

25.00%

 

Total

104

100%

Annex D: Standard Reporting Template

Wessex  Area Team

2014/15 Patient Participation Enhanced Service – Reporting Template

Practice Name: Archers Practice

Practice Code: J82020

Signed on behalf of practice:     S.Tratt                Date: 28.3.2015

Signed on behalf of PPG:  P.D                                                                                         Date:30.3.2015

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

 Does the Practice have a PPG?  YES

Method of engagement with PPG: Face to face, Email

Number of members of PPG:

Detail the gender mix of practice population and PPG:

%

Male

Female

Practice

51

49

PRG

42

58

Detail of age mix of practice population and PPG:

%

<16

17-24

25-34

35-44

45-54

55-64

65-74

> 75

Practice

19

9

16

14

14

12

8

7

PRG

0

15

23

18

18

15

8

4

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

196

1

0

33

1

6

2

5

PRG

35

0

0

14

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

18

2

1

5

8

7

3

3

0

8

PRG

4

0

0

0

1

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:

As you can see from the information above we do not have a clear picture of ethnicity across the practice as we have only been collated data for a limited amount of time.  I have completed the above from the small amount of data we have.  We will consider asking patients to complete this information when attending the practice.

The practice askes the Midwife, District Nurses and Health Visitor to promote the PPG/PRG to reach groups that might not necessarily attend the practice.  We also send out messages on prescription, displays signs in the surgery and messages on our jayex board.  There are also messages on our website and NHS choices website.

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

If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful:

  1. Review of patient feedback

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

Verbal messages

Email messages

Written messages

Information written on NHS choice website

Response to survey

How frequently were these reviewed with the PRG? Before each bi-monthly meeting and after each bi-monthly meeting

Annex D: Standard Reporting Template

Wessex  Area Team

2014/15 Patient Participation Enhanced Service – Reporting Template

Practice Name: Archers Practice

Practice Code: J82020

Signed on behalf of practice:     S.Tratt                Date: 28.3.2015

Signed on behalf of PPG:  P.D                                                                                         Date:30.3.2015

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

Does the Practice have a PPG?  YES

Method of engagement with PPG: Face to face, Email

Number of members of PPG:

Detail the gender mix of practice population and PPG:

%

Male

Female

Practice

51

49

PRG

42

58

Detail of age mix of practice population and PPG:

%

<16

17-24

25-34

35-44

45-54

55-64

65-74

> 75

Practice

19

9

16

14

14

12

8

7

PRG

0

15

23

18

18

15

8

4

 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

196

1

0

33

1

6

2

5

PRG

35

0

0

14

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

18

2

1

5

8

7

3

3

0

8

PRG

4

0

0

0

1

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:

As you can see from the information above we do not have a clear picture of ethnicity across the practice as we have only been collated data for a limited amount of time.  I have completed the above from the small amount of data we have.  We will consider asking patients to complete this information when attending the practice.

The practice askes the Midwife, District Nurses and Health Visitor to promote the PPG/PRG to reach groups that might not necessarily attend the practice.  We also send out messages on prescription, displays signs in the surgery and messages on our jayex board.  There are also messages on our website and NHS choices website.

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

If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful:

  1.  Review of patient feedback

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

Verbal messages

Email messages

Written messages

Information written on NHS choice website

Response to survey

How frequently were these reviewed with the PRG? Before each bi-monthly meeting and after each bi-monthly meeting

 

Your Neighbourhood Professionals. Just a Click Away! Train Learn Go Sure Foot Podiatry
Eastleigh Health Centre, Newtown Road, Eastleigh, SO50 9AG
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