West Yorkshire Area Team

2014/15 Patient Participation Enhanced Service – Reporting Template

Practice Name: Outwood Park Medical Centre

Practice Code: B87013

Signed on behalf of practice: Glennis Rhodes Practice Manager Date: 24.03.15

Signed on behalf of PPG: Margaret Mitchell PRG Chairperson Date: 24.03.15

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 meeting 6 weekly, Email

Number of members of PPG:15 Detail the gender mix of practice population and PPG:

% Male Female

Practice 48.7% 51.2%

PRG 6.6% 93.3%

Detail of age mix of practice population and PPG:

% <16 17- 24

25-34 35-44 45-54 55-64 65-74 > 75

Practice 17.4% 8.8% 10.8% 12.6% 16.4% 13.5% 12.02% 8.0%

PRG 6.6% 66.6% 20% 6.6%

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 95.9% 0.2% 1.0% 0.1% 0.2% 1% 0.1%

PRG 93.3%

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% 0.4% 0.4% 0.4% 0.3% 0.1% 0.2% 0.4%

PRG 6.6%

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 group is aware that they are not entirely representative of the practice population, but there is expertise within the

group, interested parties of disability, ethnic groups, local advocacy and connection with local health groups. It is hoped

that the website and links therein will attract more ‘virtual’ members who can be involved in future developments and who

can feedback on progress.

A piece of work will again this year be undertaken at the flu open days to try to encourage male patients to join the group.

There is also contact being made by one of members who has links with our local Outwood Academy to try to recruit a

younger representation.

It is also agreed that the practice will continue to:

Encourage PRG membership and promote this opportunistically and at new patient registrations

Consider the representation priorities for the group and promote awareness of this requirement (e.g. ethnic

representation etc)

Promote the group via posters, the website, and with hand-outs

Ensure that every group member receives a regular contact

Continue to offer virtual membership to patients that are unable to attend meetings

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:

2. Review of patient feedback

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

Patient suggestion box

Friends & Family Test

Annual complaints Review

Health Education Events – This year the practice hosted a Dementia awareness event for patients who wanted to learn more about dementia and also for patients living with dementia. All present were asked to complete an evaluation form.

Flu Open day satisfaction survey

Out of hours patient questionaries’ How frequently were these reviewed with the PRG?

Patient suggestion box - every 6 weekly meeting

Friends & Family Test – every 6 weekly meeting

Annual complaints Review Annually

Health Education Events – 6 monthly

Flu Open day satisfaction survey annually

Out of hours service patient questionaries’ – every 6 weekly meeting

3. Action plan priority areas and implementation

Priority area 1

Description of Priority area - Financial Challenges to the NHS

How we can inform our patients and the wider public of our financially challenged NHS in an ageing population.

How can we lower their expectations of what we can continue to provide and educate them to choose well?

The group agreed that we have an NHS to be proud of, which is free at the point of access for everyone. But

concerns were raised that without a great deal of public engagement and being open and transparent about the significant challenges the NHS faces will we have this in years to come.

It was agreed that we need to educate patients in self-care, keeping well and choosing well when they need to see a healthcare professional.

We need to promote the roles of our entire primary care team – for example pharmacists, healthcare assistants, nurses and other allied health professionals such as physiotherapists, health visitors etc.

We also have a fantastic voluntary sector out there too, which is perhaps under-utilised at times,

We need to continue to support carers of all ages because without them, the NHS would be under even further pressure.

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

A handbook was produced to include information leaflets and advice

Signposting patients and carers to organisations that they may not have been aware of.

In house media ran a sequence of information loops about the appropriate use of A&E and how to choose well

In house education events were arranged. Publicised by word of mouth, on prescriptions, in house media and poster campaign.

Quarterly patient newsletter with a regular section dedicated to carers. voluntary sector organisations and local information and support

Dementia Educational Event In Partnership with Our Patient Reference Group & Wakefield Alzheimer Society we hosted a Dementia Awareness Evening in August 2014

extract from in house media and poster campaign

Throughout the year the practice plans to host a series of Education Events for patients of Outwood Park Medical Centre

These sessions are free of charge and are open for all Patients of Outwood Park Medical Centre.

The first event is in August and the topic for this event is Dementia.

This topic was chosen by our Patient Reference Group as they feel that this is a very important subject which will touch

most of us at some point in our lives.

As this is the first event of its type we are unsure what interest it will receive, therefore we are asking that patients let us

know if they would be interested in attending such events.

The Dementia Event will be on a Monday Evening in August for approximately 2 hours

If you would like to be notified of the confirmed date & time of the event – Please give your contact details to reception

For patients of Outwood Park Medical Centre who are living with or caring for people with dementia and for patients that would like to learn more about dementia Topics with Key Speakers from Wakefield Alzheimer’s Society, Carers Wakefield, Health & Well Being and GP Partner

About Dementia Symptoms & Diagnosis Living with Dementia Caring for a person with Dementia Local Information & Support

The event was very well attended and received positive feedback with request to host more of this type of event

Priority area 2

Description of priority area: In appropriate use of A&E - How can the practice help

What actions were taken to address the priority? To offer a Primary Care Alternative

Extended opening Pilot scheme Outwood Park Medical Centre Pilot Scheme 01.01.14 -30.06.14 Outwood Scheme In brief:

The scheme was set against the context of the need to reduce A&E attendances and how practices may achieve this

This involved looking at A&E data and how non pre- bookable appointments, in the out-of-hours period, may reduce the

number of attendances.

Attention was drawn to three specific population groups: young families; older people and “commuters” where such

reductions may occur.

The approach was to test two things;

1. Whether or not the three population groups utilise the non-pre-bookable appointments &

2. Whether this leads to reductions in the numbers of A&E attendances.

The approach would test whether such a move towards seven-day working can achieve reductions in A&E numbers and

emergency admissions.

This would inform the design and rationale for practices to move towards seven day working.

The Outwood Pilot Scheme offered: Monday & Tuesday extended opening 6:30-8:30pm and Saturday mornings 8:00-

1:00pm

The PRG were consulted throughout the pilot and on evaluation and utilisation of the service. Result of actions and impact on patients and carers (including how publicised): EVALUATION of the Outwood Pilot Scheme

The objective of the evaluation was to determine the level of satisfaction of the service users and measure the utilisation

of the service. Utilisation of the Service in the first 3 months was over 70%

Patient Feedback. Every face to face contact was asked to complete a patient feedback questionnaire of which there

were three questions

1. How did you find out about this service?

2. Prior to this service being available where would you have gone today?

3. Patients are also asked to provide any further comments on any of the questions or any other aspects of the

service.

From the responses received:

How did you find out about this service?

35% said they had been here before

23% said they had been told by a friend or relative

42% said they had seen it advertised in the surgery / on the website/ newsletter

Prior to this service being available where would you have gone today?

Only 11% of patients who completed this section said they would have waited for the GP practice to open

How likely are you to use this service again?

98% of the patients that completed the survey said they would definitely use the service again

On evaluation of the scheme we were easily able to demonstrate a significant positive patient feedback to the pilot.

As the pilot period was relatively short, utilisation of the service and the impact that it would have made on emergency

departments was difficult to measure this stage. However, Outwood can state with some confidence, when analysing

the patients seen and treated via this service, they felt that a number of A&E attendances had been avoided. Likewise

non face to face contacts had helped remedy issues before they could have become urgent.

It is Outwoods opinion that in its short term, the pilot was very successful. The service was published through in house media, on prescriptions and on patient recall letters and word of mouth.

Priority area 3

Description of priority area: Sheltered Seating Outside of the Surgery The group agreed that a bench outside would be beneficial to enable patients to rest or wait for transport

What actions were taken to address the priority?

Money had been raised through the sale of donated books in the surgery.

Staff and patients paid a token amount to either loan or buy a book

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

A bench was purchased with the money raised and was fitted and secured in a sheltered position outside the main door.

The practice published this in the practice newsletter and in house poster campaign which thanked all those for their donation

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): The group agreed three main action points. These were deemed to be achievable and lay good foundations for the future

of the group and additional projects.

From the additional comments made at the end of the patient surgery questionnaire

1, Update the patient information screen – Please remove the current media

2, Improve signage within the building / including asking patients to give the person in front of you at reception space

3, Improve the Zen Garden outside the patient waiting area

PROGRESS MADE WITH ACTION PLAN

You said… We did… The result is…

Update the Patient

Information screen

A new power point

presentation now

informs patients of

patient services,

Completed March 2014 and will be updated as more subjects

become available

opening hours, GP

access, Training days

when the practice is

closed. How to report

forms of abuse

Continues to be updated

Improvements to

building and facilities -

some patients found

the room numbers

confusing

Room numbers and

direction signs have

been installed

A white board in

reception informs

patients of who the

Duty Doctor of the Day

is and lists all GPs who

are on duty with their

room number

Bigger poster at

reception so that the

person in front of you

can speak in confidence

to the receptionists

Completed January 2014

Continues to be updated

Report signed off by PPG: YES Date of sign off: 23.03.15

How has the practice engaged with the PPG: Regular 6 weekly meeting with good practice representation The PPG also formed a walking group which had the first walk in January 2015. More walks will take throughout the summer months. The first walk received positive feedback. How has the practice made efforts to engage with seldom heard groups in the practice population?

The group is aware that they are not entirely representative of the practice population, but there is expertise within the

group, interested parties of disability, ethnic groups, local advocacy and connection with local health groups. It is hoped

that the website and links therein will attract more ‘virtual’ members who can be involved in future developments and

who can feedback on progress. A piece of work will again this year be undertaken at the flu open days to try to

encourage male patients to join the group. There is also contact being made by one of members who has links with our

local Outwood Academy to try to recruit a younger representation.

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? YES

Do you have any other comments about the PPG or practice in relation to this area of work? The practice strives to involve the patient group in decisions that the group can influence. The group is a good sounding board for the practice. The group have supported the practice in the endorsement of patient communications. The practice have promoted Carers Wakefield by raising money through Bake Offs & book sales and with Awareness Campaigns