OUTWOOD PARK MEDICAL CENTREPatient Participation Directed Enhanced Service

INTRODUCTION

Patient participation can benefit both patients and practices. Having a patient reference group

(PRG) creates a connection between the practice and its patients; allowing open, constructive

discussion and analysis of service provision, and offering an alternative perspective on many

of the topics relevant to general practice.

The role of the PRG is to serve as a mechanism which at different times can represent the

patient population to the practice, and the practice to the wider community.

PRGs can help the practice to account for its provision of healthcare through various

mechanisms, e.g. critical analysis, with the outcomes being used to improve the quality and

level of healthcare services and facilities.

PRGs offer practices an effective way to develop patient confidence and forge a constructive

dialogue between the practice and the wider community. This includes enabling patients to

understand the implications of proposed changes to services, how change may affect other

provisions, and what limitations on resources there may be. Practice populations include a

wide range of skills which can be harnessed by a good PRG to the benefit of both the group

and the practice. PRGs can be used as a sounding board for ideas before they go out to a

wider audience. They are also an excellent way to mobilize and give a voice to the goodwill

that practices have in their community.

Profile of Practice Population and Patient Reference Group

At a practice meeting in January 2011 a decision was made to formally set up a Patient

Reference Group in support of the Patient Participation DES 2011/12. It was noted that the

PRG will: Be representative of the practice population.

Key practice demographics which will be considered in the make-up of the patient

group will relate (be not be confined) to:

o Age

o Ethnicity

o Gender

o Occupation (or employment status)

o Parental status

o Disabled status

o Carer status (including patients in care homes / nursing homes, and both cared-

for patients and “carer” patients)

o Personal skills

o Socio-economic group

o Long-term medical conditions (consideration will be given to members who

utilise services relating to chronic conditions or are otherwise regular users of

primary and secondary health services)

o Patients with specific care needs (e.g. drug users, learning disability needs,

housebound etc)

Recruitment

The New Outwood PRG was officially formed on the 09.05.2011

Prior to this date meetings were held with Key PCT staff who helped facilitate the process of

recruitment. (25.02.11)

Following on from this a meeting was held with the practice staff asking for expressions of

interest for group membership and to outline their responsibilities and the vital role they would

play in recruiting new members and supporting actions agreed.

Advertising

Advertising for membership was carried out over a four week period and as well as interaction

with patients at clinical and reception level

Flyers were posted in surgery and in the local community centre, local Spar &

newsagent and local Pharmacies

Advertised in Patient Newsletter

Word of mouth

Electronic message board in surgery

Poster Campaign

Information and Invitations given out on reception

Invitations given to all new patients as part of the registration process

Example of literature circulated

Dear Patient

Outwood Park Medical Centre Patient Reference Group

The practice wishes to establish a group of patients who are willing to contribute some of their time to the development of the practice and its health services.

We are especially keen to make sure that the group is fully representative of our patients and therefore invite anyone with an interest to enquire about joining.

Please ask the receptionist for more information

We anticipate that the group will meet about 8 times a year, but arrangements will also be made for members of the group who are not able to attend in person, but feel that they would like to contribute.

We hope that the group will be ready by May 2012 but we are happy for new members to come forward at any time.

THANK YOU

Patients registered their interest by completing an ‘application form’ which was posted out to the patient, or was collected from reception. This form was accompanied by a brief

explanation of our intentions and an assurance that the information would be confidential and membership of the group was not dependent on the form being completed. The application form incorporated recommendations within the supporting documentation to enable us to measure how far the group was representative of the practice population.

Not all patients completed the form, but expressed interest in the group; not all patients have a record of ethnicity. There is a record however for 51% of the population, so the figures below are worked out from that figure.

Outwood Park Medical Centre Patient Profile: Outwood Surgery has been in existence

since 1928 and has provided a service to the local community for almost 90 years. In the late

1950s the practice moved to the first purpose built in Wakefield.

In the early years our main clientele were miners and their families, but since the closure of

the pit and closures of the mines in general, our practice population has changed accordingly.

Land once occupied by the mining community has since be claimed for building of housing

estates, most of which is occupied by the private sector.

Practice Area: The Outwood Park Medical Centre opened in its present location in February

2000. Our practice area covers a population of approximately 13,000 patients which is 95%

white British. The practice area has very little deprivation and is one of the least deprived

areas of Wakefield.

The overall population over Wakefield is growing and changing. The demographic profile of

Wakefield district is projected to increase from 322,000 to around 335,000 by 2017.

The age profile of the practice population is similar to England as a whole and in common with

other parts of the country in that the average age of the population is increasing. 41% of the

population is projected to be aged 50 an over by 2021; the number of people aged over 64 will

increase more rapidly after 2011, from nearly 17% of the population to more than 18% of the

population by 2014

Ethnicity Patient Count

Percentage of the total

(XaJQv) British or mixed British - ethnic category 2001 census

5456 95.9 %

(XaJQw) Irish - ethnic category 2001 census

14 0.2 %

(XaJQx) Other White background - ethnic category 2001 census

55 1.0 %

(XaJQy) White and Black Caribbean - ethnic category 2001 census

8 0.1 %

(XaJQz) White and Black 10 0.2 %

Ethnicity Patient Count

Percentage of the total

African - ethnic category 2001 census(XaJR0) White and Asian - ethnic category 2001 census

5 0.1 %

(XaJR1) Other Mixed background - ethnic category 2001 census

6 0.1 %

(XaJR2) Indian or British Indian - ethnic category 2001 census

23 0.4 %

(XaJR3) Pakistani or British Pakistani - ethnic category 2001 census

23 0.4 %

(XaJR5) Other Asian background - ethnic category 2001 census

14 0.2 %

(XaJR6) Caribbean - ethnic category 2001 census

6 0.1 %

(XaJR7) African - ethnic category 2001 census

19 0.3 %

(XaJR8) Other Black background - ethnic category 2001 census

10 0.2 %

(XaJR9) Chinese - ethnic category 2001 census

22 0.4 %

(XaJRA) Other - ethnic category 2001 census

20 0.4 %

Age range Patient Count Percentage of the total0-9 877 15.4 %10-16 762 13.4 %17-24 493 8.7 %25-34 561 9.9 %35-44 617 10.8 %45-54 674 11.8 %55-64 613 10.8 %65-74 542 9.5 %75-84 370 6.5 %85+ 182 3.2 %Currently the patient representative of the group is as follows

5 Members of the group are Male

16 Female

20 White English

1 Mixed English

Age range 40 – 50yrs 4

Age range 50 – 60yrs 11

60yrs and above 5

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 be undertaken at the flu open days to try to encourage male patients to

join the group. There is also a project being carried out 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 handouts

Ensure that every group member receives a regular contact

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

The recruitment process ran during March and April up to the first meeting on 19 May 2011 twenty three patients expressed an interest Two patients due to personal circumstance have elected to be contacted via email

The format of meetings, the group, agenda, minutes and communication with the wider practice population were set with reference to local and national reference documents).

23 patients attended the inaugural meeting on 9 May 2011, not all have attended meetings.

Over subsequent months, members have both left and joined the group some thought it was ‘not for them’ some found the time commitment onerous, some just ‘drifted away’ or joined in. some receive minutes etc but choose not to be

active members.

A core of 21 regular members however have enabled continuity and have committed a great deal of time and thought to the meetings, and have supported the process extremely well throughout the cold winter months.

Practice Representative & Group Members

Dr Jepson – Clinical

Glennis Rhodes Practice Manger

Karen McNally Ass PM

Kay Allon Senior Practice Nurse – Clinical

Margaret Colley Reception Manger

Patients 16 /17 members currently

Meeting 09.May 2011

Agenda

Roles & responsibilities Membership of the group Secretarial support for the first few meetings Further recruitment to the group Ground rules

In attendance 23 patient members Dr Jepson, Glennis Rhodes, Karen McNally, Gisela Clark PCT

Meeting 6th June 2011

At this meeting a patient rep was assigned as the group secretary

Role of Treasurer discussed and a patient rep was elected .

Although no funding at the moment, funding in the future could arise from applying when a Mission Statement / Terms of reference is in place.

It was decided that a Group Chair will be elected in a couple of meetings.

We defined the difference between The Patient Participation Group Terms of Reference and the Mission statements. Members present voted for the Terms of Reference to be used with the Mission Statement attached. However, these documents would be adapted for our particular group.

It was acknowledged that a wider representation of people would be required for the group and it was agreed that other patients can join at a later date should they wish.

Glennis Rhodes stated that she feels group members would benefit from learning ‘How the Surgery Works’. It was suggested that maybe a tour of the surgery would be beneficial. It was

suggested that an initial task for some group members could be a questionnaire. This could be used as a first contact with the wider patient group. Glennis Rhodes did suggest that this is a good idea. However, would like to introduce members to the working of the Medical Centre before work on the questionnaire commences.

It was brought to the table that a Practice Newsletter would be useful, Karen McNally stated that one is already in place and can be located at the reception desk. Group Members were encouraged to add to this newsletter.

The group was informed about a coffee morning that will be taking place in the Medical Centre to support McMillan funds. A number of patient reps agreed to be volunteers for this event.

The group agreed that at the next meeting we would try to help the Practice by looking at ways the Surgery can meet said requirements in September when moving to a new computer system.

How Do We Take This Forward

Group members get to know how the surgery works.QuestionnaireFacts and figuresPull together presentationTour of the building / average day at Outwood Medical CentreHow we can influence?

Meeting 4 th July 2011

Terms of reference.These have been amended and will be distributed with the minutes from the next meeting.

Agenda

A day in the life of:Karen and Dr Jepson had produced a Power point presentation explaining how the surgery works. Facts and figures on various topics were produced i.e., how many prescriptions we do on a typical day and how many home visits we do etc. We hoped that it would show people just what we do and how we work as a practice and the people in attendance said they found it very informative and interesting.

Patient NewsletterKaren showed everyone a copy of the current patient newsletter. Gisela produced a newsletter from a different practice and gave tips on how we can incorporate some of the topics they use into ours.

The group suggested that information taken from the power point presentation could be featured in the practice newsletter as it was felt that patients from the practice would be

interested in some of the facts and figures which had been presented. Since the group met Karen has re-produced the newsletter to incorporate this information.

Suggestion BoxThe question was asked about why we don’t have a suggestion box in our practice. Karen explained that from previous experience having a suggestion box seemed to just receive negative comments about the practice and the staff.The group decided to try this using a different approach and they suggested that it would be a good idea if a slip of paper was made available so that patients could leave their positive comments and at the same time ask them how they feel the practice could be improved.The suggestions box and the comments from it will be brought to the PRG meetings so that the group can discuss the types of comments made and decide as a group how to proceed with this exercise.

Forthcoming flu clinicsThe group were asked to think of different ways that the practice could advertise the flu clinics which will be taking.

Monday 5 September 2011

Suggestion Box

A suggestion box had been placed in the waiting area with the aim to give patients the opportunity to provide comments regarding their experience at the surgery.

It was agreed that the box should have a more visible presence in the waiting.

Suggestions that have been posted

There should be more than one member of staff on duty on reception

Some of the notices in the waiting area are out of date

The waiting room would benefit from a water cooler

The comments and suggestions were noted. The suggestion box would continue to be advertised in the practice newsletter and on the practice website.The newsletter should state that suggestions and comments should be addressed to the practice manager and a reply section should be added for patients who require response.

4, Future Projects

Brighten the Waiting area

After discussion a sub- group was formed and the group agreed to bring back suggestion to brighten the waiting area at the next meeting. Suggested that a children’s art projected could be considered.

PRG Bulletin Board

A second sub group was formed to investigate health related information and event (e.g. carers week) to possibly put on the bulletin board.

5, Patient Survey

The group discussed how this should be done and were provided with a number of examples. The group chose CFEP improving practice questionnaire as it was the one which covered all relevant areas for patient feedback. The practice agreed to pay for the questionnaire

The group agreed to manage the distribution of the questionnaires by handing the out in the reception area on flu open days (04/10 &11/10) – it was agreed that this would see the most footfall at the practice – also agreed to randomly select a postal survey and opportunistic selection.

The discussed availability, volunteers to confirm with the practice.

6, AOB

A discussion regarding the chair of the group. It was agreed that chair position be on a rolling chair. This would be discussed at the next meeting.

Coffee morning in aid of Macmillan Cancer Care

Meeting 7 November 2011

1. Apologies for absenceMinutes of previous meetingThere were no changes to the minutes of the meeting on 7th November and they were agreed as an accurate reflection of the meeting.

2. Suggestion box comments

A number of comments were received via the Suggestion Box as follows: Improve blood services Improve repeat prescription ordering times Reception to open on Saturday and evenings for phone calls and better access to

Saturday appointments Reduce waiting times Presentation on LCD screen in waiting room re: Men’s mental health is not

recognising redundancy 6 Electrodes found on waiting room floor A patient tried to phone for an appointment 14 times, but had to phone Wrenthorpe

Surgery to get through New system does not give doctors room no Please could it be made easier ton see doctors of your choice

It was agreed that some of these suggestions would be looked into where viable

3. Future Projects

Brightening the patient waiting area

The sub group formed at the previous meeting brought suggestions to the group regarding brightening up the waiting room area. |The following was observed: the new display screen had lots of interesting information, therefore, found to be a good addition to the waiting area. The feed back box was made more visible to patients. Some information although useful could be written in bigger fonts. Information could be situated in more appropriate areas i.e.: family waiting area.Over all a really positive feed back was received. Also it was noticed how the reception staff handled a difficult patient in an apt and professional manner.

Patient Survey

The group was informed that 250 questionnaires were handed out over two days in the Outwood Surgery. A further number was distributed in the Wrenthorpe Surgery making approx 350 over all, with more to be sent out that week.Results of the survey will be received shortly and discussed in the next meeting.Glennis thanked everybody who was involved in conducting the questionnaire.

Any Other Business

There was five topics for AOB:

a. The McMillan Coffee event was a big success and approx £119.00 was raised. Patients enjoyed a warm drink before their doctor’s appointment.

b. The two day event for the flu jabs was a big success. Although the computers broke down on one of the days, much praise was given from patients to how well the process was carried out.

c. PCT had not responded regarding the surgery extension, it is believed that this has been slowed down by the changes in staff structure. To be followed up.

d. The process of recruiting a GP is under way, as Doctor Featherstone is going to be dropping one day a week to be an examiner.

Doctor Clarkson is no longer working for the surgery.e. The Networking Group met on 21st September. A number of positive

suggestion were brought back to the group regarding Future fundraising projects

The next meeting was scheduled for 9th January at 6:00pm at Outwood Park Medical Centre.

Minutes of the Outwood Park Medical Centre Patient Reference Group Meeting Monday 9th January 2012 6:00-7:30pm.

1.Apologies: All apologies were noted for the attendance list( See Above)

2.Minutes and matters arising:Title: Meeting date should read 7th November and not 5th September.2.0 Should read ‘of the meeting on 5th September’ not ‘of the meeting on 7th November.

3.6 should read ‘electrodes’3.9 should read ‘ to see’.

Under matters arising GR informed the group that it had been the intention as the agenda for this meeting states at 5.0 to discuss the results of the patient survey. However due to an issue with the survey another 35 had to be done and the results would not be back until Wednesday 11th. They would however be available for the February meeting.The new patient screen has been a challenge. The company who installed it are doing more training sessions to allow easier editing of the content which isn’t required.KR queried 3.1 about blood services.The point was taken on board however the service cannot be made any different and any safety aspect has to be the priority.The minutes were then agreed as an accurate account of the meeting.

3 Sugegstion Box CommentsNo Box comments from Wrenthorpe.One comment from Outwood that the patient found the music in the waiting room was stressful. Clarification was given that the music is just a selection of tracks which plays on a loop and that there had been no previous complaints about the music.

4 Future ProjectsGR took the group through some proposed changes to the branch surgery at Wrenthorpe. The branch surgery at Wrenthorpe is owned by the PCT.As of 2013 the PCT will cease to exist therefore there has been some discussion about who will take over the management/ownership of former PCT properties. Leases will be honoured throughout the life of the current contracts. 2013 Care Quality Commission standards for any buildings will have to be met and these are very stringent. Estate money for improvements has to be bid for.GR took the group through the appraisal of the needs at the Wrenthorpe surgery using the plan.Particular issues surround access to the building for those with additional needs and general parking.The trust cannot approach the council directly about this matter and may need support from the group at an appropriate stage. A substantial discussion then followed about the proposals. MM is on the board of the Village Hall and knew details of the current lease of the land.MM and GR were to meet at another date to discuss in more detail.ANY OF THESE CHANGES WILL DEPEND ON A BID FOR APPROPRIATE FUNDING BEING SUCCESSFUL. THIS HAS TO BE SECURED BY MARCH 31ST.HD brought information from her recent meeting of the DEMENTIA FORUM to the group as a possible future project. When people who suffer from dementia have to use a doctor’s surgery it can be very confusing. HD asked what was done at Outwood to try and make this experience easier. The government has a dementia strategy which the dementia group is hoping to support. HD also explained the BUTTERFLY system .This is a discreet system of identifying patients (through badges and a symbol on records) who may require a little extra support.GR suggested that it would be appropriate to look at broadening the membership of the PRG to be able to canvass opinions about experiences at the surgery. Knowing more about the needs of specific groups would help the service to be refined. GR also stated that there needs to be a balance struck which does not stigmatise patients. A computer system can only flag up so much , but when a patient does advise the surgery of a particular needs the surgery does what it can to accommodate that.MM showed some information from a recent survey of all PRG’s which had also highlighted the above issue.MM will mention this again at the next meeting of all the groups. A discussion

followed about how surgeries have to work to meet the different needs of areas i.e higher rates of teenage pregnancy. GR commended LUPSET surgery for the work they do in outreach to an area which has a very different demographic to OUTWOOD.

Shared access to medical recordsIn September the surgery moved onto SYSTEM 1 for its records. This system is also used by other Health professionals such as physiotherapists etc within the NHS for access to records. A discussion took place around the issue of agencies within the system requesting access to patient records. Currently access is not granted to agencies. District nurses and palliative care teams are given shared access but other agencies who request access are being refused.SWIPE cards are held by surgery staff and these have a level of coded access for each staff member.A good side to access would be that out of hours doctors who needed to treat you could see your records and input information which Outwood could then see immediately.A down side is that as organisations can input data, it may impact on the patient in a negative way. The example given was that if you had a suspected heart attack which turned out not to be a heart attack then the system would have ‘heart attack’ coded against your record and that may affect you being able to get insurance in the future.The group were asked to think about this until the next meeting by which time the surgery would have more information about what other practices do.

AOBKR asked for clarification about Dr.Featherstone ebing an examiner and therefore reducing days in the surgery.GR and Dr.J explained the role of the surgery as an accredited training practice for registrars who want to do some GP work. Dr. Capewell ( a female doctor) will be working from February as a salaried doctor for 2 days a week. Dr.Clarkson is permanently retiring as of the 31/03/12.

Dates of next meetingsMonday 20 th February Monday 2 nd April Monday 14 th May Monday 25 th June

Meeting banners, minutes (anonymised), agenda and reports are circulated to all members, and copies displayed in the waiting room on a dedicated section of notice board and other prominent points.

Practice Survey

This was developed and agreed over two meetings

Extract from the September minutes 5, Patient Survey

The group discussed how this should be done and were provided with a number of examples. The group chose CFEP improving practice questionnaire as it was the one which covered all relevant areas for patient feedback.

The practice agreed to pay for the questionnaire

The group agreed to manage the distribution of the questionnaires by handing the out in the reception area on flu open days (04/10 &11/10) – it was agreed that this would see the most footfall at the practice – also agreed to randomly select a postal survey and opportunistic selection.

The discussed availability, volunteers to confirm with the practice.

Six members of the PRG volunteered to be present in the surgery during our flu vaccination session to talk to patients and encourage/assist completion. These days were chosen due to the scheduled throughput of patients (1600) and the range of patients expected – various age ranges, chronic conditions, family members.

Extract from the November minutes

Patient Survey

The group was informed that 250 questionnaires were handed out over two days in the Outwood Surgery. A further number was distributed in the Wrenthorpe Surgery making approx 385 over all, with more to be sent out that week.

Results of the survey will be received shortly and discussed in the next meeting.

Glennis thanked everybody who was involved in conducting the questionnaire.

Survey Results

The full results, in graph format, are available on the section of the practice website. The additional comments which patients took time to add to their questionnaires have also been collated for interest. These comments were useful in the group’s discussion and prioritisation of action points.

A full report on the results will be produced and made available to patients in the surgery and on the website. In total 385 questionnaires where distributed with 327 returned

Minutes of the Outwood Park Medical Centre Patient Group MeetingMonday 20 th February 2012 at 6pm.

1. Apologies :- 2. Previous minutes and matters arising – agreed as a true reflection.

Bird feeders – MM had looked into this and an application can be made for a grant, and she is to e-mail GR with the details.Dementia meeting – This is due to be held at the beginning of March and MM is to attend, feedback at the next meeting.Wrenthorpe plans – An application had been made at PCT level for the internal works and a meeting was due to held on 21st February with the successful company. There should be some disruption at Wrenthorpe whilst the work is taking place – door works and cosmetic works. MM had given details of contacts to GR who in turn has forwarded them onto the relevant parties to help them

3. Practice Questionnaire – the results had been received for the voluntary survey carried out some months ago. On looking at initially the results looked good with 81% marked as either good or very good. After being given time to read the results a discussion was held on certain areas, mainly from page 5 which gave results like for like on the previous year. There was only a small change, differing by a small percentage both positive and negative. Q1 -The main ‘gripe’ appeared to be opening hours,

Q6 – Issue regarding speaking to a doctor on the phone. This is possible to do and it frees up appointment time – publicise it more in the practice. – see action plan attached.

Patient feedback – This comment was discussed and several areas were identified which could be worked upon following the feedback and an action plan would be compiled for the following meeting to discuss and work upon – see attached action plan.

4. Carers – Chris Clark, a member and a carer himself, works for the Wakefield Carer Support Service. They are conscious of a small number of known carers, and they are looking to support them through GP’s. At Outwood there is a mechanism in place but

GR stated it still needs improving, but has started already with a degree of success. They are looking at a Carers register with registration cards, and hope to help people before reaching crisis point and other services such as Age Uk and Alzheimer’s Society. More to follow at the next meeting.

Any other business – 1 Practice news – the extension plan is still ongoing – no further info as yet2 Nurse at Outwood Grange school – she has been approached and we are looking at

piloting the views of the pupils, possibly 10% of each age range, discuss at the next meeting.

Meeting closed at 7.40pm

Dates of next meeting –

Monday 2nd AprilMonday 14th MayMonday 25th June

ISSUE RAISEN QUESTIONNAIRE ACTION – to discuss BY WHOM

Speak to practitioner on phone Publicise this in the practice leaflet and noticeboard.

Receptionists Acknowledge a patient if dealing with something else.Move the phone from the front deskDefuse a potential situation with a smile.

Notice Board Utilise these - more information to be displayed on it

Doctor availability Many doctors part-time – explain to patients why they are unable to see the doctor of their choice to help them understand the reasons.

Visiting the Elderly Already looking at a standardised care plan for patients at West Riding Nursing home to ensure they are dealt with appropriately– the issue is with out of hours doctors admitting them, sometimes unnecessarily at night.

Flu Jabs Publicise more next year in local outlets

Online service Advertise the Practice website service, possibly next to the ‘check in’ screen ? ‘ for example ‘Did you book your appointment online?’

Blood tests Explain to patients why they sometimes have

to wait up to 2 weeks for these e.g routine blood tests such as fasting and for other conditions take priority - if urgent a doctor does get the nurse to do immediately

Action Plan

From the above three action points have been agreed, these were deemed to be achievable and lay good foundations for other work and future surveys.

Some patients were unaware that they could speak to a practitioner on the telephone Action: to publish information on the practice website, have a standing Item in the section of the practice newsletter,

Some dissatisfaction on being able to see a GP of Choice Action: Encourage staff to inform patients that some of the GPs work part- time and have other clinical obligations elsewhere It was established that the majority of patients reasonably accept an explanation once it’s been provided and expectations are balanced

Online Services: Established that very few patients were aware of our on line services Action: agreed to launch an advertising campaign to raise awareness of the services available online and the benefits of using the online system.

Progress made with the Action Plan

You said…. We did… The result is…

A number of patients surveyed were unaware that they could speak to a practitioner over the telephone

Published information on our practice website, patient leaflet and quarterly newsletter and poster campaign

Encouraged reception staff to inform patients when practitioners are able to speak to patients over the telephone

The website is currently undergoing a redesign and we hope that it will be fully updated with new information by 01.04.12.

Advertising campaign is in process

A higher number than average of patients were dissatisfied with availability of a GP of choice

We accept that continuity of care is not always possible due to some doctors being part time or who may have outside obligations

We agreed to publish a

From the 01.04.12 we will be increasing the number of appointments Dr Ibrahim will be working an extra day at the practice

patient information leaflet which informs of a GPs usual time table and where appropriate their outside obligations

It was agreed that patients expectations are more balanced once an explanation is given – Therefore our reception team have been encourage to keep patients informed and explain why GPs may not be available

Also staff must discuss alternative options with the patient when they are unable to make an appointment to see a GP of their choice

We are in the process of piloting a process of issuing business style information cards that could be used to provide patients with key information on, booking methods and contact details, ‘phone options and opening times

Online Services: we established that very few of the patients surveyed were unaware of our On Line service and benefits of using the system

Widely promote the use of the online services and the benefits to users

Online appointment booking

Repeat prescription ordering

Patient Information Patient Reference

Group information & members

Website www.outwoodpark.gpsurgery.net

The website is being further developed and this should be completed early April 2012

AVAILABILITY OF INFORMATION

This report and supporting survey results are available on the practice website www.outwoodpark.gpsurgery.net in the practice waiting areas by email to PRG members and those who have expressed an interest in the group Full practice healthcare team

Consideration will be given after further discussion as to the value in sharing with:

consortia and consortia practices Wakefield NHS District PM Group

OUTWOOD PARK MEDICAL CENTREPATIENT REFERENCE GROUP

TERMS OF REFERENCE

1. INTRODUCTION

The key role of the group is to bring together patients, doctors and members of the practice team to work in partnership in order to promote the wellbeing of patients and support the practice to provide a high quality of care and service delivery.

2. MEMBERSHIP

Appointments to the group will be considered and approved by existing members.

3. CHAIRING THE MEETINGS

The Chair of the group will be on a roaming basis and will be agreed at the end of each meeting.

In the event of the Chair’s absence, another group member will be asked to chair the group.

4. ARRANGEMENTS FOR THE CONDUCT OF BUSINESS

Quorum – Quorum for the PPG constitutes a minimum of 6 members attending with no less than 6 representatives. This must include the Chair, Secretary, Treasurer plus 2 others or a nominated deputy. If minimum attendance is not met, the meeting will be re-scheduled.

Frequency of Meetings – PPG will normally expect to meet at least 6 times per year with the option of additional extraordinary meetings to address specific issues.

Members are required to declare any interest that may conflict with their role in the group. If any member is unclear about conflicting interest, they should declare this and seek further guidance.

It would be appreciated if members could commit to attending 50% of meetings as a minimum expectation.

It would be useful if group members read all information that is given to them before the meeting and prepare any questions/issues they wish to raise.

All group members must be willing to undertake work if asked by the PRG e.g. conducting surveys.

Send apologies if you are unable to attend the meeting.

Only one person to speak at a time.

Treat each other with respect even if you do not agree with things that are being said. Challenge politely.

Mobile phones - switch to Silent Mode/turn off.

All members of the group will be contacted in advance and invited to raise items to be placed on the agenda.

Stick to the agenda.

Meeting is not to talk about individuals but issues raised.

Everyone must respect confidentiality. Sometimes we must decide not to write things down or tell other people about what we have heard.

If someone is bad mannered/rude, they can be asked to leave the meeting.

If someone can no longer commit to the PPG, they must inform the practice.

5. ROLE AND FUNCTIONS

Act as a planning tool – can be consulted on service development and provision.

Provide feedback on patients’ needs, concerns and interests.

Feed back information from the community, in general, which may affect healthcare.

Give patients a voice in the organisation of their care.

Give feedback to NHS Trusts on consultations.

Liaise with other Patient Participation Groups in the area.

Will not act as a forum for discussion of personal or health-related complaints against the Practice.

6. RELATIONSHIPS AND REPORTING

Minutes of meetings will be forwarded to the Practice Manager.

Practice Manager/GP or representative will be invited to attend all PRG meetings.PRG Network – It is proposed to have representation on this group (meet

quarterly)

6.5 Commissioning Group – It is proposed to have PRG representation on this group (details yet to be finalised).

7. REVIEW OF TERMS OF REFERENCE

These Terms of Reference will be reviewed annually.

Date: …………………………………………………………………………

Approved by: …………………………………………………………………………

Designation: …………………………………………………………………………