Church Street Medical Centre - Patient Participation ... · PDF filePractice Information: Church Street Medical Centre – Patient Participation Report 2015 Ref: S:\CHURCH STREET\INFORMATION

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Printed : 22/03/2015

FRIENDS OF

CHURCH STREET MEDICAL CENTRE

PATIENT PARTICIPATION

REPORT 2015

Practice Information: Church Street Medical Centre – Patient Participation Report 2015

Ref: S:\CHURCH STREET\INFORMATION CS\PATIENT PARTICIPATION GROUP

\REPORTS & SURVEYS\ Church Street Medical Centre – Patient Participation Report 2015

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Created by: Neil Lindsey-Taylor Date: 18 / 03 / 2015 Review Date: 18 / 03 / 2015

Authorised by: R Weir - Chair Date: 18 / 03 / 2015 Next Review Due: 01 / 03 / 2016

The purpose of this report is to provide patients of Church Street Medical Centre with an insight

into the activities that the Practice and Friends of Church Street Medical Centre (PPG (Patient

Participation Group)) have taken during 2014/2015 through regular meetings and patient surveys

conducted to aid the understanding of Practice performance and perception, identifying where

applicable areas for improvement.

The report is presented in a standardised format to ensure that all relevant information is made

available to all patients in a consistent way across all practices.

A Busy Year for the Prac�ce

During 2014/15 the way in which patients have been able to interact with the practice services has

continued to change. Beginning with the trial of on-line access to full patient’s records, which after

a successful trial was adopted as a permanent service. This was additionally enhanced with the

introduction of access to a summary of patient’s records being made available to all online users,

who make up 29% of practice patients well ahead of other practices.

Other changes have been the removal of the overcrowded and under read noticeboards with a

new 42” monitor which acts as the patient call system and provides patients with all the

information that was previously displayed on the notice board and more including health

promotion videos. At the same time the whole ground floor was decorated and the waiting room

layout changed so that all seating faced away from the reception desk adding greater privacy and

focused on the display screen.




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Table of Contents

A Busy Year for the Practice .......................................................................................................................... 2

Table of Contents .............................................................................................................................................. 3

How do We Engage with Our Patient Participation Group ........................................................................... 4

Patient Participation Group Profile ............................................................................................................... 4

Are there any specific Minority Groups within the Practice Population? ................................................. 4

What steps has the practice taken to recruit patients and to ensure it is representative of the practice

profile? ....................................................................................................................................................... 5

Comparison of the PPG with the practice profile and description of the differences between the

practice population and membership of the PPG? ................................................................................... 5

Explanation of any differences in section above and the efforts of the practice to communicate with

groups not represented? ........................................................................................................................... 5

Review of Patient Feedback .......................................................................................................................... 6

Outline the sources of feedback that were reviewed during the year: .................................................... 6

How frequently were these reviewed with the PPG? ............................................................................... 6

Action plan priority areas and implementation ............................................................................................ 7

Priority Area 1 ............................................................................................................................................ 7

Priority Area 2 ............................................................................................................................................ 8

Priority Area 3 ............................................................................................................................................ 9

Progress on Previous Years ......................................................................................................................... 10

PPG Sign Off ................................................................................................................................................. 10

Report signed off by PPG: ........................................................................................................................ 10




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How do We Engage with Our Pa�ent Par�cipa�on Group

The Friends of Church Street Medical Centre meet on a bimonthly basis to discuss a range of topics

affecting the practice and its patients. Between meetings we communicate by phone and email to

ensure the regular flow of information.

Pa�ent Par�cipa�on Group Profile

Practice Population: 8400

Sex: Male 48.6% Female 51.4%

Age: Under 16's 16.6%

16 – 24 8.8% 45 - 54 14.9% 65 - 74 14.1%

25 - 34 10.3% 55 - 64 14.0% 75 + 9.5%

35 – 44 11.8%

Ethnicity: 3675

British, Mixed British 96.4% Polish 0.3%

Caribbean 0.7% Other Asian 0.4%

African 0.2% Irish 0.2%

Chinese 0.2% Others 1.1%

Indian, British Indian 0.5%

Are there any specific Minority Groups within the Prac�ce Popula�on?

There are currently no large minority groups within the practice population. Although as a practice

we do capture ethnicity at registration, we have identified that historical data does not allow a full

up to date profile of our practice population due to historical break downs of data groups. The

large sample used (5246 (larger than last year)), does reflect a meaningful representation of the

population.

Patient Representative Group Profile (PPG): 9 members

Sex: Male 33.3% Female 66.7%

Age: Under 16's 0.0%

16 – 24 0.0% 45 - 54 0.0% 65 - 74 44.4%

25 - 34 0.0% 55 - 64 44.4% 75 + 11.2%

35 – 44 0.0%

Ethnicity: 3675

British, Mixed British 100.0% Polish 0.0%

Caribbean 0.0% Other Asian 0.0%

African 0.0% Irish 0.0%

Chinese 0.0% Others 0.0%

Indian, British Indian 0.0%




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Figure 1 PPG Leaflet

What steps has the prac�ce taken to recruit pa�ents and to ensure it is representa�ve of the

prac�ce profile?

The Patient Reference Group (PPG) constitution has a maximum membership of 10 members

which has been full throughout the year. Currently (March 15) we are looking to recruit 1 new

member with requests being made for patient representatives via the practice web site and the

practice information. The dominance of one ethnic profile in the practice is reflected in the

representative’s profiles. The Patient Reference Group (PPG) has been part of the practice since

January 2007 and currently consists of 9 patient members.

During 2012 a Friends leaflet (Figure 1 PPG Leaflet) was professionally printed to raise awareness

of the group. The Practice has a dedicated PPG (Friends) Notice board section on the large screen

Jayex board which displays activities and actively promotes the need for new members.

Comparison of the PPG with the prac�ce profile and descrip�on of the differences between the

prac�ce popula�on and membership of the PPG?

The dominance of one ethnic profile in the practice is reflected in the profile of the

representatives. The nature of the activities of the group; attending meetings and support of

practice in ventures such as flu clinics, has led to a predominance of members aged 55 plus. The

gender profile of 33.3% male members against a 48.6 male representation in the practice

population, with the current membership being at the upper end of the constituted levels a

change will not be made until an existing member leaves.

Explana�on of any differences in sec�on above and the efforts of the prac�ce to communicate

with groups not represented?

The group is committed to attracting younger members, who have been targeted on the web site,

via the Jayex notice board, and Newsletters.

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?

The are no specific groups to target




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Review of Pa�ent Feedback

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

Patient feedback is gathered from a variety of sources; The PPG has its own patient’s suggestions

box to gain patient feedback, website polls, NHS Choices feedback, patient surveys and

complaints. Additionally the introduction of the Friends & Family Test has opened up a further

source of review.

The practice also leads a locality based patient carers group which helps provide the group with

additional feedback. Note: The practice are the 2014 national winner of the RCGP Caring about

Carers award.

How frequently were these reviewed with the PPG?

• Any suggestions placed in the PPG feedback box were reviewed at the bimonthly

meetings.

• NHS Choices feedback were discussed 6 monthly

• Patient complaints were discussed annually (Jan 15)

• Online polls were discussed at the first meeting following the end of the poll

• FFT is now a permanent agenda item at each bimonthly meeting

• Patients Survey (The PPG agreed to avoid overloading patients with surveys and only

conduct the CCG wide survey February 2015 which had involved PPG representatives in

its development) 450 surveys were returned. Unfortunately the analysis of the results

will not be completed by the publication of this report. (The public report will be

updated once the data is available).




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Ac�on plan priority areas and implementa�on

Priority Area 1

Description of priority area:

The practice and PPG wanted to increase the identification and support for carers in not only our

own practice population but in the local community as a whole.

What actions were taken to address the priority?

The practice identified a carers champion within the practice, who worked to develop a carer’s

support strategy for the practice.

The strategy was twofold; to introduce carers drop-in sessions in the practice supported by the

Carers federation, and to establish a community based meeting venue for carers, where they

could meet other carers, gain support from organisations such as the carers federation and have

guest speakers i.e. CPR and first aid.

To ensure that the initiative was correctly supported the practice secured CCG funding to have a

dedicated display in all 3 local practices, and support the booking of a suitable venue and

speakers.

As the project was developed the carers lead attended PPG meetings to update the group.

Result of actions and impact on patients and carers:

The local group and carers drop in sessions have been extremely well patronised and as a result

the CCG have rolled out the initiative across all practices.

Carers who attend the sessions have fed

back that they now feel there is support for

them.

How were these actions publicised?

The practice have promoted the sessions

on the carers dedicated noticeboard, on

the website and on the Jayex display. As a

result of these actions the practice has

been awarded the 2014 National RCGP

Caring about Carers Award.




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Priority Area 2


To improve the patient experience whilst visiting the practice.


The practice had the opportunity to participate in an initiative which involved a team called

‘Kissing it better’ who had been working with secondary care with the same objective. As one of

two practices selected nationally, we with the KIB team, PPG members and practice staff, held a

brain storming session to identify how we could achieve the objective. Four initial objectives were

identified;

1. Reorganise the waiting room so patients weren’t facing the desk, resulting in a loss of privacy.

2. Remove the large notice boards which were not being utilised by patients with a new Jayex 42”

monitor which allow for integrated patient calling and displays of both static informations and

NHS Choices health promotion videos.

3. Refresh the public area decoration and create a welcoming environment. The whole ground

floor has been redecorated and two clinical rooms are to be painted by a local school with work

of their design to enhance the environment.

4. Identify who to engage patients who could have visited the practice who always request home

visits. We are currently developing criteria to agree with the CCG for them to fund the use of a

local volunteer group who taxi patients to and from the surgery.


The whole waiting room has been significantly upgraded from a patient experience and

information perspective. Patient feedback has been very positive. The PPG all feel that patients

will be more comfortable whilst in the waiting area, and can access information in a more discrete

way. The patient experience at the reception counter has improved due to the repositioning of the

seating and the introduction of

background music (or video sound)

which significantly distracts from the

discussions at the counter.


The waiting room changes promote

themselves.




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Priority Area 3


Increase the promotion of healthy lifestyles to patients.


PPG members have led the promotion of healthy living in the local community. Working with two

other practices group members have organised, secured CCG funding, promoted and delivered 4

‘Lifestyle’ events in community and schools settings.

These events have had a range of activities and promotions including using a bike to make

smoothies etc.


. The events have been well attended, being supported by local dignitary’s i.e. the mayor. The

impact of these events is hard to quantify, healthy living is a long-term strategy so no real-time

results can be provided.

The success of the events has been such that the PPG members are continuing to organise future

events in the community.


All the events will be promoted in practice, on the website and in local papers. The practice also

displays all the healthy living videos within reception.




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Progress on Previous Years

The PPG have been established for 8 years, it con�nues to support the delivery of the prac�ce and

works in a posi�ve way to shape the development of prac�ce ini�a�ves. No outstanding ac�ons

exist from previous years.

PPG Sign Off

Report signed off by PPG: YES

Date of sign off: 18th March 2015

How has the practice engaged with the PPG?

The practice has promoted activities on the practice website, in practice, with significant focus on

Carers during the year.

Has the practice received patient and carer feedback from a variety of sources? Yes

Was the PPG involved in the agreement of priority areas and the resulting action plan? Yes

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

of the action plan?

The general waiting area is much more patient focused in its layout and the way information is

presented. The whole profile of carers and the support available to them has significantly

improved due to the practice efforts.

Documents

Church Street Medical Centre - Patient Participation ... · PDF filePractice Information: Church Street Medical Centre – Patient Participation Report 2015 Ref: S:\CHURCH STREET\INFORMATION