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Woodcock Road Surgery
 Woodcock Road Surgery

Woodcock Road Surgery

29 Woodcock Road
Norwich
Norfolk
NR3 3UA
Tel: 01603 425989
woodcocksurgery@nhs.net

Patient Participation Group

Woodcock Road Surgery has a  Patient Participation Group, made up of a 'virtual' group of patients and also patients who have volunteered to meet up with the practice staff on a quarterly basis. The group works with the surgery to:

  • Provide a link between patients and the surgery,
  • Provide feedback, give patients' views on services provided or any planned changes, and offer suggestions for improvement.

If you would like to know more about the Patient Participation Group or you would like to become a member, please contact the surgery on 01603 425989.

 

 

Please see below the PPG Report for work completed in 2014/15:

 

2014/15 Patient Participation Enhanced Service Reporting Template

           

            Practice Name:  WOODCOCK ROAD SURGERY

           

            Practice Code:  D82096

           

            Signed on behalf of practice:              Dr D Ling                                             Date: 23rd March 2015

           

            Signed on behalf of PPG/PRG:            Miss R Brown                                      Date: 23rd March 2015

           

 

  1. 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, Other (please specify)

 

Face to face (quarterly meetings) and via email.  For those who do not have access to the internet, we are happy to communicate by post.

Number of members of PPG:

           

 

 

106

 

Detail the gender mix of practice population and PPG:

 

%

Male

Female

Practice

50.5%

49.5%

PPG

53%

47%

 

Detail of age mix of practice population and PPG:

 

%

<16

17-24

25-34

35-44

45-54

55-64

65-74

>75

Practice

22.6%

11.9%

75.5%

13.5%

12.4%

8.7%

7.3%

5.6%

PPG

0

30.1%

26.4%

12.2%

8.4%

7.5%

10.3%

4.7%

 

 

Detail the ethnic background of your practice population and PPG:

 

 

White

Mixed/ multiple ethnic groups

 

British

Irish

Gypsy or Irish traveller

 

Other White

White & Black Caribbean

White & Black African

White & Asian

Other mixed

Practice

50.8%

0.1%

0

11%

0.2%

0.6%

0.3%

0.3%

PPG

62%

0.9%

0

28.3%

0

2.8%

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

0.4%

0

0.5%

0.3%

0.5%

0.9%

0.2%

0.4%

0

0

PPG

1.8%

0

0

1.8%

0.9%

2.8%

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:

 

The Practice began recruiting members to form a Patient Participation Group in June 2011.   A ‘virtual’ Patient Participation Group was formed – an email community that we consult on a regular basis.  (For those who do not have access to the internet, we are happy to communicate by post and patients have supplied their home address). 

 

During 2012 the ‘virtual’ members were invited to attend quarterly PPG meetings at the surgery.  A few patients expressed an interest and the first meeting was held in October 2012.   Subsequent meetings have been held on a quarterly basis.

 

When initially recruiting the Practice took steps to ensure that the PPG is representative of its registered population by sending invitations directly to a proportion of patients of each ethnicity, to young families, carers, those with mental health issues and those with a chronic disease.  Invitations were made readily available in the waiting area, on our Website and attached to our newsletter on a regular basis.  In addition, GPs and Practice Nurses considered the demographics when seeing patients and encouraged them to join.

 

After the initial recruitment we performed a thorough analysis of the demographics to ensure the PPG was a representative group. 

 

Since then efforts have continued to encourage new PPG members:

  • The invitation has remained available via the Website, attached to our newsletter on a regular basis, and is readily available in the waiting area.
  • We display a Poster advising of the PPG and encouraging new members.
  • During 2014 we have used our ‘Communications Questionnaire’ as another avenue to advertise the existence of the group and encourage new members, and indeed this has generated some additional interest from patients.

 

 

 

 

 

 

 

 

 

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 (Lesbian Gay Bisexual Transgender) community? NO

           

 

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

           

 

 2. Review of patient feedback

           

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

 

  • NHS Choices
  • Feedback through our own website
  • Friends and Family Questionnaire
  • Practice Complaints both verbal and written
  • ‘Help us to Help You’ Practice Comment forms
  • Patient Experience Surveys

 

How frequently were these reviewed with the PPG?

 

Complaints/Compliments are now a regular item on the PPG Meeting Agenda.  The Practice reports on any comments/complaints/compliments received via the above avenues at the Quarterly PPG meeting.

 

The PPG has also provided feedback directly on the services offered by the Practice and during the last year topics have included our telephone system, Access, Advertising and Practice signage, Premises and improvements, electronic sharing of data and the on-line services.

 

 

 

 

  1. 3.      Action plan priority areas and implementation

 

 

Priority area 1

 

 Description of priority area:

 

To reduce our DNA (Did Not Attend) rates and ensure fair and appropriate action is taken to better manage persistent offenders. 

 

From Jan 2014 – end December 2014: 2,882 appointments were lost because patients did not attend or cancel their booked appointment.  This is equivalent to 480 hours or 16 weeks of a full time clinician working 5 days a week and offering 6 hours of appointments per day (3 hour session AM and 3 hour session PM).

 

 

 What actions were taken to address the priority?

 

  • The PPG has reviewed the DNA Policy and the letters sent to patients.
  • The DNA Poster is now printed monthly, on coloured paper and displayed prominently.  This now includes not only the number of appointments lost, but how much clinical time this is equivalent to.
  • The Practice now telephones patients as soon as possible after a missed appointment to encourage patients to cancel in the future.
  • The Practice has utilised the SMS text facility to send patients text messages soon after they default on an appointment which states “You did not attend your appointment on at Woodcock Road Surgery.  Please notify the service on 01603 425989 if you are unable to attend future appointments, thank you”.
  • The Practice has identified a small cohort of patients who have extremely high numbers of DNA appointments.  The Practice has written to these patients and advised that due to the persistent waste of appointments, in future when they seek medical attention, they will be put in touch with a clinician who will arrange their appointment directly.  The Practice will then endeavour to see them on the same day, at a mutually convenient time in order to encourage attendance and limit wasted appointments.

 

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

 

We believe these actions will help reduce the number of wasted appointments and allow high offenders to receive a more structured service, which is supportive and encourages appropriate clinical contact.  Often patients who DNA are overdue for immunisations or review and this action will provide direct contact with a GP who can encourage attendance, and ensure the patient is booked an appointment with the most appropriate clinician.

 

We have publicised our actions on our quarterly Newsletter, on our PIPS screen, on our Website and via a Poster displayed in the surgery.

 

 

 

Priority area 2

 

Description of priority area:

 

To promote and encourage patients to access our on-line services and encourage an electronic community who are willing to receive information, chronic disease recall invitations and text messages from the Practice.

 

 

 

What actions were taken to address the priority?

 

  • The PPG agreed the content of a ‘Communications Questionnaire’ (copy attached).
  • The Questionnaire was first made available at the beginning of October 2014 and was actively given to patients attending for Flu vaccination.  This enabled us to reach a large number of patients over the period of a few weeks.
  • The Questionnaire is freely available in the surgery and has been attached to the Practice Newsletter.  It is also available on the Practice Website. 
  • The Questionnaire has also been sent out with Chronic Disease recall invitations and attached to repeat prescriptions. 

 

 

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

 

  • Over 300 completed Questionnaires have been returned to the surgery to date.
  • A growing number of patients are now benefitting from access to on-line services (795 patients to date).
  • The Practice has received interest in the PPG, which we hope will enable us to recruit new members.
  • We have gathered a significant number of email addresses and are using these to communicate with patients regularly, including sending invitations to appointments and sharing information on Practice services.
  • We are gathering increased mobile telephone numbers which is allowing us to utilise the Text facility and send appointment reminders and ‘Did Not Attend’ messages when patients fail to cancel their appointments.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Priority area 3

 

Description of priority area:

 

The Practice is completing various Premises improvements and it was agreed as part of this work to ensure Infection Control standards were maintained and where possible, improvements were made.

 

 

 

 

What actions were taken to address the priority?

 

  • The Practice arranged for an Infection Control Audit to be undertaken by an independent Infection Prevention & Control Specialist.  This was completed in July 2014.
  • The Audit provided the Practice with an Action Plan, highlighting where further improvements could be made and the Practice has been steadily working through the Action Plan including, replacing Consulting room flooring, decorating of clinical rooms, providing Glove holders on the walls, ensuring Hand Hygiene audits are undertaken and ensuring clutter is cleared.
  • In addition, all Clinical staff including Phlebotomists, Health Care Assistant, Practice Nurses and GPs attended an Infection Control Training session that was delivered at the surgery by the Infection Prevention & Control Specialist in August 2014.
  • All other Practice administrative/reception staff have completed on-line Infection Control Training.
  • The PPG helped develop a Poster for the children’s area of the Waiting Room, advising parents that the Toys provided met Infection Control Standards.  A second Poster advises patients who the Infection Control Leads are should they wish to contact them about any concerns.
  • At the PPG request, Alcohol Gel has been provided in Reception by the Check-In Screen for patients to use should they wish.

 

 

 

 

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

 

  • The Practice is communicating with patients via the Practice Newsletter, Leaflets, and via Website as to premises improvements that are being undertaken and how they will be managed.
  • Patients can be reassured that the Practice has a high standard of Infection Control.
  • The staff are fully aware of the appropriate action to take with patients who may be contagious, are able to handle specimens correctly, use waste services appropriately and ensure standards are maintained and patients are ensured of a safe and well maintained environment.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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):

 

 

 

2013 PATIENT SATISFACTION ANNUAL SURVEY ACTION POINTS

 

Action Point

Progress

Display a poster to explain the Practice’s responsibility with regard to Infection Control – with particular reference to the availability of children’s toys, pens, paper and books.

DONE, and this has been reviewed again with the PPG during 2014.

 

Practice to consider utilising the box in the foyer and providing a proforma for patients to complete to leave non-urgent, hand written messages for the GP or P/N.

 

 

This proposal is still under consideration.  It has been discussed by the GPs during the year, and there are concerns that urgent messages may be inappropriately left in the box.  Suggestions for a safe system are still being discussed.  Patients are able to email messages, and the GPs and Practice Nurses offer telephone consultations on a daily basis for anyone who does not need a face-to-face appointment but wishes to obtain some advice.

 

To continue advertising services available for patients via: Comment Forms, Patient Participation Group, Newsletters, Pre-bookable appointments, Extended Hours, WEBSITE and Prescribing services.

 

 

 

This has been done throughout the year using PIPS screen, Posters, WEBSITE, leaflets/flyers, message on right hand side of prescriptions and Newsletters.

 

In addition, during 2014 the Practice ‘Communications Questionnaire’ was developed by the PPG and is now in circulation advertising and inviting patients to utilise the on-line services, get involved in the PPG and consent to receiving text and email communication from the Practice.

 

 

Complete a further ‘Capacity and Demand’ analysis to assess impact of additional clinical time from April 2014, and discuss results with PPG.

 

 

 

A Capacity and Demand analysis will be completed before end March 2015, and the results will be discussed with the PPG at the next meeting due to be held in June 2015.

 

 

In liaison with the PPG consider how the number of completed surveys could be improved when the next survey is run in 2014/15, and re-consider format.

 

This year the ‘Communications Questionnaire’ was developed and the PPG made recommendations for how this could be communicated to a wider audience.  Suggestions included: utilising the annual Flu season to reach a large number of patients in a short space of time, Questionnaires to be handed out by clinical staff, attached to prescriptions and sent out in any mailshots.  All these suggestions have been implemented and the Practice has had a good return on completed Questionnaires.

 

Publish the Comments received by patients in the 2013 Annual Survey, and include Practice responses to help address some of the concerns raised.

 

The Practice has been including responses to comments received in the 2013 Annual Survey in each Practice Newsletter throughout the year.  The Practice has advertised the comments and the Practice’s response on a themed area each quarter such as Prescribing and Appointments.  This has allowed us to advertise our services clearly and answer concerns raised by patients.

 

 

 

 

 

 

 

 

 

  1. 4.      PPG Sign Off

 

 

Report signed off by PPG: YES

           

Date of sign off: 23rd 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?

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

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

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

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

           

The Practice is pleased to have maintained a high number of virtual PPG members, with whom we communicate regularly.  The Practice has made every effort to ensure the PPG is representative of the local community and the virtual facility has allowed patients of all ages and background to be involved.

The Practice has received patient and carer feedback from a variety of sources including Friends and Family, Practice Complaints Form, ‘Help us to Help You’ Comment Form developed by the Practice, NHS Choices Website, Practice Website, verbally via clinical staff, and via email and telephone.  The PPG have contributed enormously in providing feedback about services and their experience of using the Practice.

The focus over the last year has been to further promote Practice services and encourage patients to access the on-line services.  Our actions have been very successful in recruiting patients, especially for on-line services, and we have a growing number of patients who are now benefitting from these services.

The Practice is committed to providing high quality services and we consider our patients to be an important source of information for improving our services for the future.  We are delighted to receive help and support from our PPG which we are sure will continue to be of value throughout 2015.   


2014 COMMUNICATIONS QUESTIONNAIRE

 

Patients are now able to pre-book appointments, cancel appointments, view and request repeat medication using our ONLINE services. 

 

Q1 Would you like to receive more information regarding online services?                         Yes.......□             No....... □

 

 

Q2 Do you know that the Practice has a WEBSITE?               Yes.......□        No....... □

www.woodcockroadsurgery.nhs.uk

 

If you have accessed the website, are there any comments you would like to make about the site?

 

…………………………………………………………………………………………………………

 

Q3 We have the facility to use a TEXT reminder service to remind patients of appointments they have booked. Is this something you would find useful?                    Yes.......□        No....... □

 

Q4 Are you aware of the PATIENT PARTICIPATION GROUP?         Yes.......□      No....... □

Would you like more information or to join?                                              Yes.......□     No....... □

 

Q5 We have the facility to use EMAIL to communicate with patients to recall them for annual reviews for chronic disease monitoring.  Would you be happy for the surgery to send your invitations via email?                                                       Yes.......□        No....... □

 

If you have anwered ‘Yes’ to any of the questions above, please leave your contact details:

 

Name:  ……………………………………….………………DOB: ……………………………...

 

Email address:………………………………………………………………………………………

 

Mobile Telephone number: ………………………………………………………………………..

 

If there any aspects of the care and services we provide that you think could be improved please use this space (and/or back of sheet) to write any additional information:

 

 

Thank you

 


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