London Region North West Area Team Complete and return to: england.lon-nw-claims@nhs.net by no later than 31 March 2015

Practice Name: Wembley Park Drive Medical Centre

Practice Code: E84709

Signed on behalf of practice: Dr Juliette Ross Date: 24/3/15

Signed on behalf of PPG: Ms Gill Temkin Date: 24/3/15

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

Does the Practice have a PPG? YES

Method(s) of engagement with PPG:

We engage with our PPG in various ways such as: Face to face, Email, Post and sometime the members would pop in to the practice to see how things are progressing.

To start with, we approached two local practices that were successful in establishing a PPG. Once we had received their initial feedback it was apparent that

the first stage would be to invite patients to join the PPG voluntarily, using posters placed in our Reception area, waiting room and the practice website.

The following methods have been sustained each year since 2012 when the original recruit for members was introduced:

MJOG is sent out every 3 months We have clinical champions – nurse and GP to increase the engagement to the group (face to face). We publish a newsletter to advertise the group We put up posters to advertise We inform patients on the prescription RHS to join Word of mouth

We also combined an application form for patients to hand in at Reception for processing.

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Number of members of PPG: 16 Members

Detail the gender mix of practice population and PPG:

% Male FemalePractice 51% 49%PRG 40% 50%

Detail of age mix of practice population and PPG:

% <16 17-24 25-34 35-44 45-54 55-64 65-74 > 75Practice 21% 11% 25% 18% 11% 7% 4% 3%PRG 1 1 3 5 2 4

Detail the ethnic background of your practice population and PRG:

White Mixed/ multiple ethnic groupsBritish Irish Gypsy or Irish

travellerOther white

White &black Caribbean

White &black African

White &Asian

Other mixed

Practice 3% 1% 0% 11% 1% 1% 1% 2%PRG 8 1

Asian/Asian British Black/African/Caribbean/Black British OtherIndian Pakistani Bangladeshi Chinese Other

AsianAfrican Caribbean Other

BlackArab Any

otherPractice 21% 5% 1% 1% 11% 5% 5% 1% 1% 1%PRG 5 1 1

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 decided to expand our group of patients by contacting them directly, with the understanding that we would not only increase our member numbers, but we

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would also have a accurate representation from within other areas. The invitation sent out included an application form which had to be returned for the

attention of the Practice Manager. We identified patients (patient Searches & QOF registers,Ditrict Nursing Lists with consideration to the wider practice

population, to include:

Male and Female aged between 18 and 85

From various groups such as: disabled, housebound, parents, ethnic community, immigrants, carers and those known to us from the gay community

Patient on a chronic disease register

Patients who have had 5 or more appointments in the previous year

Patients chosen by the practice team, who felt they could contribute constructively to the PPG, some known to have previous experience of being members of a committee

The practice is a multicultural environment which crowds many international languages and cultures, so, everyone canvases around to get patient to engage in the PRG. Our ethnicity profile illustrates that we provide care for a diverse ethnic population. Using this, the practice has established a group with different backgrounds and patient whom English may not be their first language.

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?

YES – Large Student PopulationIf you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful:

In October last year, Wembley Stadium introduced a new course at Middlesex University , the medical practice was approved by the student union and asked to take on their student population of 200 and this will be increasing over the next few years as the course becomes increasingly popular. We were then invited to go along to the fresher’s fair to register the students. The practice nurse was asked to give them some health promotion advice alongside promoting them to

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join our PPG, we were allowed to keep a poster of our PPG in the common room where all the students meet.

2. Review of patient feedback

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

All comments, complaints and suggestions received via practice email, in person, in writing or NHS choices & Practice website, patient survey and via suggestion forms available on the front reception desk were looked over by the clinical team and administrative staff and then discussed in a staff meeting. Patient feedback (complaints & Compliments) is a standing item and is reviewed with the team immediately.

The comments that appeared most frequently were taken seriously and acted upon immediately to change the practice code of conduct, this is done via a Critical Incident form or a Significant Event Form.

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We also discuss theses regularly at Clinical Meetings and Reception staff Meetings.

Here are some of the Concerns raised during 2014-2015

Handling of patients when arriving late – Created a Protocol Confidential Documents at reception – Created Folders for documents to be left in Minimising the length of phone calls so that more calls can be answered Very Caring GP practice get to the bottom of problem without rushing Reception Desk staff are pleasant Appreciation of the services provided

How frequently were these reviewed with the PRG?

As a practice we revise these concerns regularly at PPG meetings 2-3 per year. The importance of our Patient satisfaction and care is the main objective of the practice

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2. Action plan priority areas and implementation ACTION PLAN 14/15

Priority area 1

Description of priority area:

Waiting Times at Reception – Patient Survey

Survey Results What actions were taken to address the priority?

Monitoring of the waiting time in the surgery, explore reasons and support individual clinician.The staff are also advised to reduce interruptions to minimum for the clinicians while doing the surgery. Telephone calls and messages are dealt by the clinicians at the end of the surgery unless urgent. A notice is kept up in the waiting room to help patients understand that during 10 minute appointment slot only one major or two minor problems will be discussed anything more need to be booked as a follow up.

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Priority area 2

Description of priority area:

Improve Level of customer service – Patient Survey (Free Text Comments)

What actions were taken to address the priority?

Significant work has been undertaken in this area including the following: Training was organised for the Scanner to have additional role in the capacity of a receptionist to help patients in the building No.19 of every

Tuesday afternoon to help at main building to gain experience form senior members of the team Organised a training day after surgery was closed where we did role plays as a teaching method She was also given a receptionist training log to complete during her training period Joined reception staff at the monthly meetings so gain knowledge about the job + Policies & Various protocols

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

-Patients have commented very positively on the appointment of Priti progress at Reception-Verbal comments to the Practice Manager concerning staff are positive-FFT paper completion has shown very positive feedback about the practice.-Staff are better trained in dealing with patients queries and questions-All this information has been publicised on the practice website, via posters in the surgery, by word of mouth when members of the PPG are manning the ‘PPG Information Board in the waiting room

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Priority area 3

Description of priority area:

Practice Staff Notice Board– Patient Suggestion

What actions were taken to address the priority?

This Priority is still pending as we have a new Nursing team from March 2015 therefore, this will be action by April 2015.

This Priority is still pending as we have a new Nursing team March 2015 so this will be action by April 2015

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

However we did discuss with patients & carers and just get their views they said this would be Helpful so that they can really get to know the staff at the practice and whose who and be able to have names too faces.

Knowing whose who Will be able identify Drs & Nurses that having being dealing with patients that are housebound Carers can know the team they are dealing with Nice to be able to know who we are actually talking to on the phone weathers it’s a Dr or Receptionist

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Progress on previous years

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Is this the first year your practice has participated in this scheme?

YES/NO started 2013-2014

If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s):

Update on Action plan form Previous Year (2013 - 2014)

From last year’s action plan we have achieved all the actions that we decided by the PRG. The practice has been actively trying to recruit patients especially young patients to join the group. Efforts are taken by advertising on surgery notice board, through the reception staff, by sending message.

Waiting to see Dr of your choice

Confidentiality at reception

Telephone Access

Urgent appointments

Younger members to join the PPG

3. PPG Sign Off

Report signed off by PPG

YES/NO Date of sign off:

How has the practice engaged with the PPG:

The presence of PPG members in the waiting area on a regular basis provides informal opportunities to both inform and receive feedback from patients attending the practice.

A minimum of three practice members attend PPG meetings, usually the Practice Manager and a 2 GP. Meetings have been very productive with an open, collaborative atmosphere. Matters raised by PPG members have been investigated where necessary, considered and responded to in a timely manner.

The practice has noticed a pleasing increased uptake of PPG members.

The PPG representative, the Practice Manager and the Practice Administrator who supports the running of the PPG, also attended the CCG-wide event together, that was held at Holiday Inn Wembley ‘Transforming Primary Care, when various issues relating to improvements in Primary Care were discussed. The PPG representative gave a very useful presentation to members of the PPG following this event.

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

The practice hosts many languages and cultures within the team so everyone canvases around to get patient to engage in the PRGOur ethnicity profile illustrates that we provide care for a diverse ethnic population. Using this, the practice has established a group with different backgrounds and patient whom English may not be their first language.

The PRG profile parallels our patient demographics as closely as possible.All staff at the practice tried hard to reach those that could not speak English as their 1st language. Word of mouth techniques were used to try and access these patients.Also in recent months we have had large Influx of Romanian Patients, we then asked are receptionist if she help design posters in Romanian to help that group of people to get involved in the PPG

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

The practice receives much feedback form a variety of sources from patients and also carers of patients that are registered at the practice the following sources are usually the way we receive feedback.NHS Choices websitePractice WebsitePatient Suggestion Box in ReceptionThrough District Nurses from house bound patientsAnd those patient that are carer for other often give feedbackThe Friends and Family Test

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

The PPG were fully involved in the decision making of the action plan as each patient reprehensive was sent out a copy of the survey results before hand, and we also got agreement from them on the free text comments and comments made from the patient suggestion box

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

The Action plan has help guide the practice in general day-to-day work goals. Without a strategic framework we would not be able to improve on our practice. It is likely that the action plan has helped the patient experience and staff roles. The Practice has an overview of planning to help patients to see how we have taken on board their comments and improved our service. The practice found that the implementation of a good action plan located within a clear strategic framework helps our practice to make a significant impact.

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

We are happy working along are PPG who have over the years really helped improve many areas from a patient & Carers point of view, and the feedback that were given during the meetings was very essential for this piece of work.We look forward to developing the PPG further over the coming years, in order to improve not just the way we work, but to work more effectively for our patients.Dr Ross & Dr Patel and the Practice Manager are extremely grateful to all members of the PPG,for their enthusiastic contribution, and especially to thoseWho have kindly given their time for meetings and events. The input from our patients is invaluable to improve our services

Complete and return to: england.lon-nw-claims@nhs.net by no later than 31 March 2015

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