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Lingfield Patient Participation Group 2015

 

Standard Reporting Template – Patient Participation DES 2014/15

Surrey & Sussex Area Team

Practice Name Lingfield Surgery

Practice Code H81023

Signed on behalf of practice Sue Latham

Sue Latham Chartered MCIPD

Practice Manager

Lingfield  Surgery                                                                                                   Date 31.3.15

 

Signed on behalf of PPG                 Carol Din                                                               Date 31.3.15

 

 

 

  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 & email via the Chair

 

Number of members of PPG:

 

 

8

 

 

 

 

Detail the gender mix of practice, population and PPG:

 

Detail of age mix of practice population and PPG:

%

Male

Female

Practice

 49

 51

PPG

12

88

%

<16

17-24

25-34

35-44

45-54

55-64

65-74

>75

Practice

20

9

10 

 13

 16

 13

 12

 9

PPG

 0

0

 0

 0

25

 12

25

 38

 

 

 

 

 

 

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

90

 1

 0

 1

 1

1

 1

 0

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

 1

 0

 1

 1

 1

 1

 0

 0

 0

 0

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:

Patients were invited to join the group by the Chair at the AGM, staff sought suitable members face to face and patients are encouraged to join via the surgery website and registration paper work. Posters and literature are in the waiting room. PPG members actively encourage participation and network through the various groups they belong to.

Young patients felt to be suitable were encouraged to join the group but unfortunately none have done so.

 

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/NO

 

No

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

 

 

 

 

 

  1. 2.         Review of patient feedback

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

 

 

Feedback regarding the telephone system and further function changes were sought, PPG members canvassed the many organisations they belong to.

 

Following the opportunity to apply for an improvement grant feedback and suggestions were sought regarding the surgery carpark.  This was done by face to face contact to find the issues and seek suggestions for improvement.  We actively asked the most vulnerable groups for their ideas this included adults with small children, the wheel chair bound and motorists displaying Blue Badges.

 

Telephone triage was presented at PPG meetings and the group was represented by 2 members at the staff training supplied by an external company. Suggestions were included in the implementation plan and concerns addressed from the patient point of view. The PPG and surgery staff disseminated the information to wider groups in the community.

 

 

 

How frequently were these reviewed with the PRG?

 

 

 

Reviewed during the PPG meetings every 6 to 8 weeks.

 

 

 

 

 

  1. Action plan priority areas and implementation

Priority area 1

 

Description of priority area:

 

1)      Telephone System Project

  • The surgery to continue actively advertising the local telephone number
  • The members of the PPG to continue actively advertising the local telephone number to any group they may belong to.

 

 

 

 

What actions were taken to address the priority:

 

 

Both the surgery and the PPG members continued to spread the word about the new telephone system.

Verbal feedback was sought

 

 

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

 

 

 

 

Feedback received resulted in the implementation of an option to cancel appointments by leaving a message on the telephone

 

 

 

 

 

Priority area 2

 

Description of priority area:

 

Appointment system changes with the introduction of telephone triage.

 

 

 

 

What actions were taken to address the priority:

 

 

  • GP Partners and the Operations Manager  to make a full briefing to the PPG of the suggested triage system to be implemented, 8.4.14
  • The surgery  to consider any suggestions from the PPG
  • The PPG to be involved in the roll-out programme as to be agreed during the meeting of the 8.4.14
  • Any PPG member to attend the practice’s training afternoon, non-clinical session, as provided by the external training company.
  • Triage was due to go live 16.6.14 but due to maternity leave and locums booked to cover who worked a small number of irregular sessions this was put on hold. Without a stable, trained doctor base the partners felt that it was  not suitable to put it in place at this time.

 

 

 

 

 

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

 

 

 

Changes to telephone triage were received enthusiastically however due to ongoing GP staffing issues the surgery has still not been able to introduce this change.

 

 

 


 

 

Priority area 3

 

Description of priority area:

 

The new project taken on by the PPG was to shape the practices application for an improvement grant to improve the car park for the safety of the most vulnerable patients.

 

 

 

What actions were taken to address the priority:

 

 

  • Patients were canvassed to highlight the issues & seek suggestions
  • PPG members worked closely with surgery management to draw up a plan of the car park
  • Expertise in this field was provided by a PPG member
  • Bid plan agreed and submitted to NHS England
  • 2 revised plans were agreed which depended on the money available to spend once the improvement  grant bid had been declined.

 

 

 

 

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

 

 

 

Unfortunately the bid for the improvement grant was unsuccessful.  However as the partners felt so strongly regarding the safety of the car park money was provide personally and also kindly as a charitable donation from The Friends of Lingfield who work tirelessly to support the practice.

The most critical elements of the original plans were implemented whilst the nice to have elements were omitted.

The changes to the car park include

  • An additional disabled parking bay, now there are 2 which are both full recommended size
  • Pedestrian walk way from the pavement to the surgery door.
  • Drop and Go bay
  • Turning roundabout
  • Enlarged ambulance bay
  • Properly marked out parking bays

These changes have been publicised in 3 local community magazines, the surgery website, posters in the waiting room and a practice newsletter available in hard copy in the surgery and local shops.

 

The changes to the car park have led to some groups of patients having to re-think the time they leave when arriving for appointments as they may now need to utilise the free car park situated 150 yards from the surgery depending on the available spaces. This car park is situated directly behind the community pharmacy.

 

 

 

 

 

 

 


 

 

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 most significant progress raised in the previous year was the agreement of the Terms of Reference which had in the past been an issue of contention. The working of the group is much improved and is led by the Chair and her Deputy in a way that includes the whole group.

Work has continued by the PPG and surgery personnel to support and progress interaction between the local Food Bank charity and the Carers Association with our most needy patients who could otherwise be overlooked. This has resulted in an increasing number of food parcels being handed out to patients by the surgery and increased number of carers identified and carers breaks successfully submitted.

 

 

  1. 4.         PPG Sign Off

 

 

Report signed off by PPG: YES / NO

 

 

Yes

 

Date of sign off:

 

 

31.3.15

 

How has the practice engaged with the PPG:

 

 

Meetings , emails and advice sought

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

With carers directly, through other carers and the Carers Association.

Teenagers have been highlighted to join the PPG but this has been declined

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 although the major project of the car park re-design came about as a result of the bid for the improvement grant

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

Members of the PPG requested the number of disabled parking bays was increased and after the practice asked users of this facility it was found to be a need.

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

 

 

 

 

 


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