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                                Old School Surgery 

                                         (Incorporating Alfriston & East Dean)

A new website is coming soon so please bear with us if this one isn't up to date

 


Practice Name: Old School Surgery

 

Practice Code: G81099

 

Signed on behalf of practice: C. Irtelli                                                     Date: 24/03/2015

 

 

 

Signed on behalf of PPG     Peter Crowley                                             Date 31/03/2015

 

 

 

 

 

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

 

 

Does the Practice have a PPG? YES / NO

 

 

YES

 

Method of engagement with PPG: Face to face, Email, Other (please specify)

 

Face-to-face and email.

 

Number of members of PPG:

 

26

 

 

 

Detail the gender mix of practice, population and PPG:

 

Detail of age mix of practice population and PPG:

%

Male

Female

Practice

4769

5159

PPG

10

16

 

%

<16

17-24

25-34

35-44

45-54

55-64

65-74

>75

Practice

 1426

685

759

992

1475

1459

1575

1351

PPG

 0

0

0

0

0

0

26

0

 

 

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

 76%

 1%

 0%

2%

 2%

0%

0%

1%

PPG

 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

 6%

 10%

 0%

 1%

0%

 0%

 0%

 0%

 1%

PPG

 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 contact patients by telephone, advertise using posters in the practice waiting room, have a section on our website encouraging patients to get involved, encourage staff to promote the group to patients.

 

Are there any specific characteristics of your practice population which means that other groups should be included in the PPG? e.g. large student population, significant number of jobseekers, large numbers of nursing homes or a LGBT community?   YES

Our patient demographic is mainly white, British over 65s, and we have found that younger people of working age are reluctant to participate in the group due to time constraints.

 

 

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

 

 

We would love to encourage more diversity within the group, especially in the LGBT and BME community, yet despite promotion, the uptake has been low. We contact patients by telephone, text message, email, advertise using posters in the practice waiting room, have a section on our website encouraging patients to get involved, encourage staff to promote the group to patients, and ask the existing members of the group to encourage community members to participate.

 

 

  1. 2.         Review of patient feedback

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

 

 

We obtain feedback from our patients in a variety of ways; verbally, via writing, email, telephone, face-to-face but the most successful method of gaining an understanding of opinions is through our ‘How Did We Do Today’ survey; this response from this has been very successful and has been a useful tool to establish views and make changes.

 

 

How frequently were these reviewed with the PRG?

 

 

At each meeting – bi-monthly.

 

 

  1. Action plan priority areas and implementation

Priority area

 

Description of priority area:

 

Announcement of waiting time: via the automated check-in system and reception staff

Keeping patients informed when a GP is running late.

 

Telephone Access to GP/Appointment System:

Delays in getting an appointment and difficulties with seeing your GP of choice, especially important for patients with ongoing health complaints.

 

Recall System for Chronic Disease Management:

Ensure as much is captured in one appointment as possible to reduce appointments throughout the year.

 

Ten Minute Consultation Time:

Patients felt restricted at this time constraint, and often had multiple issues. Explore options around this, Patients were concerned they may miss out an important symptom.

 

Revamping of Waiting Rooms

Refreshing notice boards and waiting areas to ensure our waiting rooms are comfortable and the notice boards are informative and relevant. Colour copies of various posters.

 

Nominated Representative from the PPG to attend Locality Meetings

To ensure we gain a wider view of patient issues from different areas, and being informed about local issues and decision making.

 

Reception Training:

The group requested tailored training for reception staff.

 

What actions were taken to address the priority:

 

Announcement of waiting time: via the automated check-in system and reception staff

The touch screen has the facility to display waiting times, and this module has been activated, however, due to a fault with the software at the moment this was unable to be displayed. This will be revisited. Reception staff are keeping patients informed verbally when there are delays.

 

Telephone Access to GP/Appointment System:

The appointment system has been changed to take into account the patient requests, and this ensures there are more telephone consultation slots, and more available appointments with patients’ registered GP. We have a same-day triage service for emergency appointments; this means more appointments with the GP partners.

 

 

Recall System for Chronic Disease Management:

We have a recall system in place to invite patients in for their annual reviews by month of birth – the appointment times for chronic disease management take into account multiple factors to ensure that there is a reduction in appointments throughout the year.

 

 

Ten Minute Consultation Time:

Unfortunately, it is not realistic to allocate more than ten minutes for most consultations due to increasing demand and list size at the surgeries. This was a fair time allowing everyone, who needed to see a GP, to access an appointment in a reasonable time. If the ten-minutes was increased to 15 minutes, for example, the long hours that staff already work would be extended further. There was no money in the budget for additional staff. Doctor Kokoali suggested writing down the ‘list’ of problems and handing to the GP when they were called in so that the GP could then prioritise the list and, if necessary, suggest making a further appointment to discuss different topics. The practice staff strongly encouraged all patients and members of the group to sign up to the BMA Campaign – Your GP Cares, thank you to those that signed the petition – we had a lot of signatures – these were sent off. The campaign was to raise awareness of the restrictions that practices face regarding the ten minute consultation time.

 

Revamping of Waiting Rooms

The practice has restructured the waiting room at the main branch site and had new flooring.  The notice boards have been reformatted across sites, however, it was not possible to reprint all the information in colour, due to the cost of colour printing.

 

Nominated Representative from the PPG to attend Locality Meetings

We now have a nominated representative, who kindly attends meetings regarding local healthcare issues.

 

Reception Training:

various training courses have been attended, and we have had inhouse training from the MPS on various things such as consent, improving patient experience and resuscitation.

 

 

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

 

 

 

There has been a significant impact on the appointment system and the feedback from patients and staff has been very good, it is now easier to book an appointment with your own GP.

 

We hope that patients feel more informed about the waiting times, and due to the success of the BMA campaign, our patients are more understanding of the ‘ten-minute’ rule.

 

The feedback on the redecoration of the waiting room is good; it looks clean and fresh.

 

We get very good feedback about all staff and our service from a variety of sources. 

 

The recall system has worked very well and patients know when to expect their annual reviews. This recall system has also helped staff with their workload.

 

This has been publicised on our website and in the practice newsletter and in our waiting room displays.

 

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)

Free text

The group has had more focus and significant improvements have been made since last year.. By using our in house surveys, which ties in with the Friends and Families test, and information gleaned from the patient survey last year, it has helped the practice review and implement systems to ensure we keep up with patient demand.

 

 

  1. 4.         PPG Sign Off

 

 

Report signed off by PPG: YES / NO

 

YES

 

Date of sign off:

31/03/2015

 

How has the practice engaged with the PPG:

By meeting bi-monthly and via email.

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

By encouraging participation through posters, newsletters, our website, verbally, via telephone and face-to-face.

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

YES

Was the PPG involved in the agreement of priority area 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?

There has been a significant impact in reshaping our appointment system and recall system, and the response has been overwhelmingly positive.

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

It would be really good to encourage diversity within the group, and to have a wider range of membership from the BME/LGBT community. We would also like to encourage younger, working-age people to become more involved, however, the feedback forms have allowed us greater insight into the opinions of younger people. 

 

We are very grateful for our members of the PPG for their time, expertise and valuable insights into how we can improve, and the dedication they have shown. Thank you to everyone that has contributed. We are especially grateful to one of our members who painstakingly helps us ensure our website content is up-to-date and relevant, and he also helped with the collation of date with our patient survey.


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