Annex D: Standard Reporting Template

London Region [North Central & East/North West/South London] Area Team 2016/17 Patient Participation Enhanced Service – Reporting Template

Practice Name: Child and Family Doctors Surgery

Practice Code: Y02583

Signed on behalf of practice: Mr Babar Baig Date: 10.03.17

Signed on behalf of PPG: Signed by PPG chair Date:

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):

Our patient participation group is conducted every three months. Child and family doctor’s surgery has been engaging with our dedicated patient group. Each meeting allows us and the patients to discuss our practice updates and to receive feedback from our patients on our services that we provide. At the practice, we welcome patient feedback to improve our service to our patients. The practice engages with our patients by telephone, emails, letters, posters and a new initiative utilising text messages from our iPlato service. Patient views are captured on satisfaction surveys and face to face when patients attend the practice to identify themes. When patients register at our practice, we have a

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section on the registration form which asks if the patient would be interested in participating in our PPG meetings. We then add the patients data on the system and are in contact with all the patients interested in attending the PPG and invite the patients for tea, coffee, and biscuits. Our first meeting is usually our chance to create an impression, so we like to make the most of this opportunity.

The following methods that are used to establish the PPG and to encourage participation from our patients are:

1. First instance will be when new patients register at the practice we have a section on the form which asks if the patient would like to be invited to the PPG meeting, patients usually take an interest and agree to commit to attending.

2. We display a poster at the reception desk to advertise the PPG at least a month in advance to ensure we get a variety of patients who can attend.3. We offer two different timed meeting sessions - afternoon and evening sessions with the aim to broaden participation. The afternoon sessions

target new patients, new parents and young youth. The evening sessions are aimed at those who are employed or pensioners.4. We also utilise repeat prescriptions and this is used effectively to provide regular updates and messages to make patients aware of the PPG. 5. The practice utilises and LED screen board which is used to raise awareness of the PPG date and time. 6. We also encourage patients who attend A&E frequently to join the PPG, so we can explain our services better to them and cut down on the A&E

usage for minor ailments and issues. 7. The practice is open Monday to Friday from 8am to 8pm, offers extended hours on Saturday from 9am to 12noon. This has worked very well with

those patients who have other commitments, to work and education. We are in the heart of Barking which is surrounded by schools, health centres, businesses, town hall, one stop shop, jobcentre, local residence, library and Barking tube station.

8. Reception staff have taken on the responsibility to make patients aware of these PPG meetings and encourage patients to complete feedback friends and family surveys, so we can carefully analyse what areas of improvement require more attention. We use the “YOUR VOICE” campaign which has been used throughout the years since we opened. We have maintained the practice code and used certain materials such as “YOUR VOICE” to advertise the PPG meeting.

Example of this can be seen from appendix 1,2,3 and 4 (your voice poster).

Number of members of PPG:

Every term we have a committed group of patients who attend the meetings. Approximately 7/8 patients attend the GP surgery Patient Participation Group (PPG) meetings.

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Detail the gender mix of practice population and PPG:

% Male Female Practice 50% 50%PRG 43% 56%

Detail of age mix of practice population and PPG:

% <16 17-24 25-34 35-44 45-54 55-64 65-74 > 75Practice 30% 8% 26% 21% 9% 4% 1% 1%PRG 0% 19% 25% 21% 20% 15% 0% 0%

Detail the ethnic background of your practice population and PRG:

White Mixed/ multiple ethnic groupsBritish Irish Gypsy or Irish

travellerOther white

White &black Caribbean

White &black African

White &Asian

Other mixed

Practice 15% 1% 1% 25% 1% 6% 1% 1%PRG 39% 0% 0% 9% 3% 0% 0% 0%

Asian/Asian British Black/African/Caribbean/Black British OtherIndian Pakistani Bangladeshi Chinese Other

AsianAfrican Caribbean Other

BlackArab Any

otherPractice 13% 6% 7% 1% 1% 14% 1% 4% 1% 1%PRG 13% 4% 14% 0% 0% 10% 0% 8% 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:

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At our surgery, the PPG participants are from a diverse background and different age groups, yet it is neither reflective nor a clear representative of the current practice population. Our PPG profile is represented by those patients who are happy to take part in our meetings, with flexible working hours, retired patients, university students and patients who are working in the medical industry and willing to share their views.

The Child and Family doctor’s surgery is situated just five minutes from Barking station, in a purpose built Health Centre. This surgery has a high level of demand for its services. Other services are also located in the building - audiology, paediatricians, dentist, CAMPS team and other services. The majority of the patients at the Child and Family surgery are between 29-59 years of age. The second highest group of patients, are between 35 and 59 years of age. We as a practice always encourage our patients to participate as often as possible. We communicate effectively through our advertising for PPG. Communication via posters are effective, as they are displayed two weeks prior to the meeting at the GP reception which is clearly advertised to our patients.

Child & Family Doctors Surgery opening times:

Since 2009 we have maintained a consistent commitment opening hours from Monday to Friday 8.00 am to 8.00 pm and on Saturdays 9.00am to 12 noon. We believe that we are doing the upmost for our patients especially within the Barking area. Within Barking and Dagenham, we

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believe that we provide a responsive and accessible service to our patients before and after regular working hours. We aim to deliver a service which is available to all of our patients who are either work full time, carers, or are studying full time. We offer a large variety of appointments to ensure the service is easily accessible to our patients. We offer a walk-in session Monday to Friday from 8am to 10.30am to allow patients to access primary care services with any urgent healthcare needs.

The walk-in sessions that take place for all our registered patients every weekday from 8.00 am to 10.30am, enables the practice to attend to any urgent or acute issues. The limited emergency appointments that are available on every weekday are also offered to patients and we review the reason for the request for a patient to see a doctor on the same day. The practice enable the patients to request a repeat prescription via e mail or by using the practice website. Furthermore, the text reminders sent to patients’ mobiles help them to remember their appointment time while reduces the number of did not attend appointments.

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

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

At our surgery, we endeavour to deliver high quality care, to strive to respond to feedback and input from our patients from patient surveys. The surgery also reviews all complaints in an environment where all clinical and administrative team members are encouraged to develop their skills and expertise. This approach ensures that the care we offer to individual patients, as well as the population we serve, is delivered and established in a way that continuously improves our service.

Child and Family doctor’s surgery would like to thank our Patient Participation Group for their input and help with the recent patient survey. Without the invaluable feedback from our patients, we would not be able to improve our service to our patients.

Patient Survey:

Last year we carried out a patient survey between April 2015 to March 2016, we have utilised the same model this year as well, as we felt that we were able to capture the feedback from our patient effectively in this manner. We use a paper satisfaction survey, to capture patient feedback and is easy for us to collate the from this method. We distributed forms at the reception desk, so every time a patient attends the surgery they are able to complete the survey waiting for their appointments in the reception area.

The survey asked 15 questions and a copy of the survey is attached at (Appendix- 1). The survey was adopted by the patient participation group.

Analysis of Patients Survey Results:

The Child & Family Doctors Surgery received 159 responses to the survey for this year.

A summary of the feedback received from our patients is as follows –

Question 1: When did you last see doctor at the GP surgery?

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In this question, 77 people stated that they saw their GP within the last 3 months. 45 patients recorded that they had seen their GP between 3 to 6 months, 36 patients said they saw their GP 6 months ago. And 6 patients responded that they had not seen a GP, this could be simply because the patients are newly registered patients to the practice.

Question 2: If you have not seen a GP in the past 6 months, why is that?

The majority of patients - 54 stated that they have not needed to see their GP in the last past 6 months. A further 44 patients stated they have not seen the GP as they were not able to get a convenient appointment time. 48 applicants said couldn’t get an appointment easily. This is why we have focused on this particular area making it a priority area to review our appointments system reflecting in our walk-in session. .

Question 3: How do you normally book your appointments?

On review of last year’s patient feedback, we noticed a significant difference in how patients are booking their appointments, considering we have had improvements made to our ways of getting touch with the practice, patients are considerably happy using our phone system to make a booking. There could be several reasons why our patients still prefer to use this method, for example they do not have internet facilities, elderly patients are not fully educated on how to use the patient access application, limited appointments offered online or an appointment available with a preferred GP. From the survey 73 patients, are happy booking via the telephone. 41 patients prefer to book in person, we have noticed a trend that those patients living in close proximity to the practice will book an appointment at reception. It is encouraging that 50 patients are using our online service to book which is a great improvement from last year. Our Practice is reviewing how we can increase the utilisation of the online booking service to encourage patients to book for other services and for appointments with their preferred GP, this may encourage patients to book appointments online.

Question 4: Once you arrive for your appointment, how long after your appointment time do you have to wait?

This particular question looks at how long it takes for the GP to see the patient, even though we aim to provide a responsive and effective

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service. Sometimes our clinicians can be running behind schedule, due to a complex situation or due to patients running late which delays the clinic. Our survey shows that majority of our patients said they are usually seen within 5-15mins waiting time, answered by 74 patients. A further 37 patients said less than 5 minutes waiting time. 29 patients said they are normally seen on time and not had to wait. And on the other hand a few of our patients said they have experienced more than a 16 minute wait till up to 30mins. Our administration team and reception staff do our best to keep our patients informed if our clinicians are running late and if they are running late with a complex patient. Child and Family surgery are always looking to improve services and make the waiting time reasonable.

Question 5: In the past 6 months how easy have you found the following:

a) Getting through on the phone: according to our results of the survey, 71 patients answering this question stated it is fairly easy to contact the surgery via by telephone considering how busy we are, but our patient still manage to get through to us using the phone system. Our staff are working extremely hard making sure are telephone service is effective. A further 40 patients said it was very easy to get through to us using the telephone. 43 patients recorded that it was not very easy. And lastly 10 patients recorded that is said not easy at all. As we appreciate how busy we are, it’s not always easy to take each call as well as dealing with face to face patients. However our staff are trained to work in busy environments and how to handle peak time calls.

b) Speaking to a doctor on the phone: Our surgery offers pre-bookable telephone appointments for patients who do not need to attend the surgery for a face to face appointment. This could be for many reasons such as discussing results, update the doctors on their condition. Medication review or other reasons. These telephone consultations are very useful for patients who like to ensure continuity of care with specific GP and this ensures that he day is not disturbed. The majority of our patients completing this question on the survey provided positive feedback - 43 said it was very easy to speak to a GP, 77 said it was fairly easy, 33 patients recorded that they had not tried to speak to a GP, 11 patients said it was not very easy. Reviewing the survey results, it seems like some patients have been successful in getting in touch with us using this method which is great overall. It also delivers a mixed message to us for those who are finding it difficult in getting to speak to our doctors over the phone, simple reasons can be as follows, language barrier, the hours that they work or that we might be fully booked. There are always alternatives for our patients.

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c) Obtaining test results by telephone: referring back to the feedback we received for this particular question, it’s obvious to say that our patients utilise this service. 77 patients said its fairly easy to obtain test results, we have allocated telephone consultation appointments during the day to allow those that don’t require a face to face appointment. From the feedback that we have received from patients, 64 respondents recorded on the patient survey that it is very easy to obtain test results by telephone and a further 6 haven’t tried. And 18 patients don’t know.

Question 6: Do you usually get to see your preferred GP?

From the patient responses that we received, 86 patients responded that they do get to see the preferred GP like mentioned before, we have introduced a doctor nomination on each patient record which allows the patient to book with the preferred GP. 78 applicants said they don’t get to see the preferred GP. This does not reflect the improved new process in place as and we have made recent changes to the EMIS software to improve our allocation of appointments. We are expecting improvement in this area in the coming year.

Question 7:The last time you saw a doctor was it convenient for you?

Referring back to the charts, the indicators are showing that 109 respondents said yes they managed to get an appointment on the same day or within the next two days, this is a great improvement on the previous year, as we have managed to increase the amount of appointments allocated, made the reception and administrative team aware of the appointment booking changes to improve our service to our patients. 54 respondents said no they did not get a convenient time. We do hope to provide a wide range of appointments either face to face or telephone appointments, we also try to accommodate our patients to ensure they receive a caring and responsive service.

Question 8: if you weren’t able to be seen during the next two weekdays that the GP Surgery was open, why is that

In reference to our survey results, 54 patients responded that there weren’t appointments, our practice list size continues to grow and we are constantly reviewing our appointment capacity to accommodate our patients effectively by making more GPs available as well as nurse

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appointments. 42 applicants said that the appointment did not suit them, this could be because they didn’t call in advance, or that they need further information on our booking system. We also received feedback from our patients that the appointments were not suitable because they did not get an appointment with their preferred GP and other reasons. This could be due to the fact that they wanted a particular doctor and the doctor was no longer available here at the practice. We as a practice, believe in continuity of care and have now put in place a preferred doctor on patient records which means they are now assigned to a GP so patients can ask for that GP and if the GP is busy at the patient discretion can pick another GP if they don’t mind.

Question 9: when you saw the clinician how good were they at each of the following?

a. Giving you enough time: 93 respondents said that the clinicians where very good at giving patients enough time to discuss their issues and consult with sufficient time. 52 respondents said fairly good to the time spent with the clinicians.

b. Asking about your symptoms: 94 of the respondents said that the clinicians where very good at asking about their symptoms to the patients problems. In addition to this, 66 patients rated the service as fairly good. We received very positive comments from our patients in this area which are proud of.

c. Listening to you: Majority of the patient survey feedback showed that 105 patients rated the service as very good and 47 patients rated the service as fairly good. Shows that our clinicians are attentive and patient focused.

d. Explaining test results: 88 patients rated the service as very good at explaining test results. A further 55 patients rated the service as fairly good. We are pleased to have received such positive comments on this area.

e. Involving you in decisions about your care: It is reassuring to see that 85 patients completing the survey recorded that they were involved in decisions about their care. 65 patients rated the service as very good. And the minority said they haven’t tried.

f. Treating you with care and concern: according to our survey 76 patients rated the service fairly good, it’s good to know that majority of

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our patients are pleased with the continuity of care provided by our clinicians. 68 patients said very good.

g. Taking your problems seriously: In this area of the patient survey, 88 patients rated the service as fairly good and a further 66 patients rated the service as very good. As a practice, we ensure that our clinical and administrative teams ensure that we treat all of our patients with both care and concern and ensure that we provide a high quality service to them.

Question 10: How easy do you find getting into the building at the surgery?

According to the feedback we received, we noticed that 68 of our patients completing the survey showed they find their way around the building fairly easy. 85 said very easy. The small minority recorded that is was not very easy or not at all easy. This could be because we do not have a car parking facility with only disabled parking bays allocated around the surgery. Anyhow we are based in central barking town centre. We have also put a map of the surgery on our patient information booklet to help new patients.

To ensure that all of our patient cohorts are able to locate the surgery, we have ensured that patients can select languages to ensure that there are clear directions. The website reference is : www.concordmedicalcentre.co.uk

Question 11: How clean is the GP Surgery?

It’s encouraging to know that our patient feedback is showing that 96 respondents said we are very clean, which is reassuring to know that how patients feel and know it’s a clean environment for them to be in. A further 46 said fairly clean. Unfortunately 17 respondents recorded the practice as not very clean, this could be due to the time that they visited the surgery and maybe there was a reason for why its wasn’t clean and presentable. We aim to give our patient reassurance and our reception team has been trained to clean and make the reception as tidy as possible. A positive surrounding reflects on patients in a positive way and we hope to deliver that always.

Question 12: In the Reception area, can other patients overhear what you say to the Receptionist?

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The whole purpose of these surveys are to collect patient feedback and to improve our service in response to patent feedback. We strive to improve our services and work on areas that require improvement. We as a surgery understand patient confidently and try our best to ensure patients can have a confidential discussion with our reception team. We have raised this with the building manager to come up with a more suitable private barrier as well as to protect our staff. We do have limitations on this particular area because we work in a shared building and for health and safety reasons we cannot introduce other possible solution such as screens. We have instructed the building manager to implement a floor making which creates a bit of distance between the patient at the counter communicating with staff, making it difficult for the patient behind to hear. Our staff do practice a polite and confidential manner as well to ensure no information is heard. We also use our clinical rooms to hold a sensitive conversation. The Child and family team are very keen to work with our patients and of course the building management team to review any possible improvements in this area.

Question 13: How satisfied are you with the opening hours at the surgery?

The child and family doctors GP surgery is open from 8.00am to 8.00pm, Monday to Friday, and Saturday 9.00am until 12.00 noon. From the patient survey, we received A large majority of patients 87 provided feedback that they were very happy with the surgery’s current opening times. And the minority said they are fairly happy.

Question 14: How helpful do you find the receptionists at the practice?

A large number of our patients are very satisfied with the reception team, we believe we have trained them to a high level to be able to respond to our patients. We believe in first impressions is last so we take this aspect very seriously. 79 of our applicants said they are very happy. It’s very encouraging for our practice as we believe in good customer service, and reputation to know patient like our staff. 62 patients said fairly helpful and 15 said not very helpful. Such comments are routinely passed on to our team; as it encourages them to know that the work they do on behalf of our patients is appreciated.

Question 15: In general, how satisfied are you with the care you get at the Practice?

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Child and Family doctors surgery has received a very high level of patient satisfaction in this survey. The survey showing 78 patients are fairly satisfied with the overall and general care received by our clinicians. This is very positive and we will continue to ensure that our patients will continue to receive a high standard of care from our team.

Patients Feedback:

Our overall feedback received by all patients survey provides us with encouraging results. Our clinical professionals and our administration team aim to work hard to work towards deadlines and meet patient needs. We also aim to maintain the highest standards of care, continuity and provide services to all our patients.

In regards to our results of the survey highlights a great level of general patient satisfaction with the surgery, it’s reassuring to know that the services are being maintained by staff. After carefully analysing the results, it highlight’s the areas for improvements.

Improvements on telephone lines and access. Privacy concerns Updating contact details

As a practice, we always appreciate patient feedback which allows us to improve the areas that need more attention. Despite our efforts we can never be perfect but will also aim to be the best in providing a service. We admire an open and honest discussion at the PPG meeting that are held. We understand communication is the key to many problems, clear cut communication means smooth running of the practice, we have previously been working on our telephone system, reducing the waiting time on the phone. Establishing missed call, received calls and answered calls. We also agreed that we will look into privacy concerns stopping other patients from over hearing patient and receptionists conversations. The surgery is also struggling to get in touch with patients especially when contact details, have not been updated. We are encouraging our patients to make it their responsibility to update their details in case of an emergency. Our team are also prompting all patients they are in contact with via the phone or face to face.

The results of the patient Survey were presented and reviewed with the PPG (Patient Participation Group) at the meeting held in January 2017.

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How frequently were these reviewed with the PRG?

To improve our services towards our patients and to ensure that we maintain open communication with them, we hold the PPG meetings every 3 months. At our surgery, we endeavour to deliver high quality care, to respond to service user’s feedback via patient surveys, we review and investigate all complaints and ensure that we learn the appropriate lessons. We encourage an environment where all GPs and our other clinical and administrative teams develop their skills and expertise and this is regularly reviewed by the Practice Manager and Clinical lead. The PPG provides an effective forum for patients to openly discuss what they believe is a good service and is a vehicle for patients to communicate the standards of service that they expect from the surgery. Through this approach we will ensure that the care we offer to individual patients as well as the overall practice population we serve is delivered and established in a way that continuously improves.

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3. Action plan priority areas and implementation

Priority area 1

Description of priority area:

Improvements on Telephone System:

Communication is one key fundamental in our surgery we are continuously looking to improve. The quality of our service that is provided by our administrative teams to our patients is key to the service we deliver to our patients. From our patient feedback, we have received a high volume of complaints regarding our phone system and as a practice we need to make improvements. The surgery strives to ensure our patients experience a high quality level of care and service and this is at the heart of everything that we do. Therefore, we have focused on this matter and made it as a priority case to improve our telephone service to our patients.

What actions were taken to address the priority?

These actions were address the priority below :

We are currently working closely with the phone network team. We have found a software that works effectively for us. We have a queue system on the phone. And option 1) for GP and 2) for the main building. As explained before we are in a partly

shared building which holds other external services. The software is used as a tool to identify the grey areas, it highlights calls received, answered calls, missed calls and unattended

calls. The software for the phone system allows us to use a message option. Which we have made good use of. It’s a perfect opportunity

for us to display a greeting message, a following message to make patients aware of any changes and a short description of the services we hold, times we are open, repeat prescription, walk-in service details, booking appointments, and information on how to obtain your patient access log in details.

As discussed with our administrative team, we aim to answer telephone calls within 5 rings. A new voice message which provides more details on the services available to patients have been recently developed.

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

Results of action and impact on patients and carers:

Referring to our patient feedback, appendix 2 shows that our patients prefer to book via the telephone. In order to improve our service, we implemented a new message system on the phone allowing each call to follow a queue system. We thoroughly discussed this issue in our PPG meetings with our loyal members about their individual experience on when they ring the surgery and how they find it, some patients complained about the long wait on the phones. We took on the negative comments and turned that around making it into a positive improvement. The software applied to the telephone system provides us with data of the flow of the incoming calls according to the hour and day, it helps monitor the busiest and less busiest times of the day. The software allows the management team to manage the staff effectively according to the times that are more in demand by patients. We currently have 7 telephone lines available for the receptionist and have 8 staff members which means we are staffed well in order to handle the calls. At our practice we are continuously looking to improve the quality of our services provided by our administrative teams to our patients and carers and will always ensure that we provide a high quality and caring level of service to our patients.

Our reception team, also pointed out that they are dealing with a large volume of calls which are non-related to the GP surgery and mainly related to the other services held in the building. This has had a knock on effect to our patient calls being missed or unattended. The surgery management team has advised other departments in the building that they also display their direct telephone numbers to their patients letters or that they are displayed on their website.

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Priority area 2

Description of priority area:

Privacy Concerns:

We aim to offer each patient the reason to approach us in confidence, the importance of confidently it something we take it very seriously. We offer a skilled team of health professionals, committed to providing our patients with continuity of care and most importantly high quality service. The surgery’s main aim is for our patients to find the care we provide to be helpful, caring and convenient. Our doctors and nurses are committed to providing a high level of service to our practice population. Understanding the building has put us in a situation where we are limited from what we are able to do, but we have put in a place a floor marking which creates a distance from the patient at reception. We also offer patients to speak to us in private if they wish.

These actions were address the priority below :

We offer patients to speak in private in a consultation room. The reception has poster which display which adverts for a private consolation.

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

Results of action and impact on patients and carers:

Referring to appendix 2 it clearly shows many our patients are not happy about this situation, so we discussed with the building manager, considering all our options the one we could implement was the floor marking for patients to queue. We have agreed and acknowledged the need for further work in this area and our PPG members were happy with this idea.

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The clinical objective of the practice is to deliver "high quality clinical services". We believe that services should be patient-centred and must be delivered safely and through a learning environment and services must be effective. In regards to the new idea implemented we have seen differences and patients are self-trained to understand what the floor marking is suggested. They act accordingly to when the next patient is called by reception staff. This will ensure that practice will continue to deliver an excellent service to our patients. This will also ensure continuity of care for our patient. For those patients who has expressed an interest to speak in private will get the support as required.

Priority area 3

Description of priority area:

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Updating Contact Details:

At our surgery, we like to have a system which is constantly cleansed and updated to avoid any kind of delay and mistakes with patient details. It’s very challenging trying to keep up with patients up to date contact details. We aim to deliver an excellent service when it comes to patient relations, we need to understand the importance of having correct information so when externally services need to get in touch with patients this is carried out effectively. The aim is to eliminate any delay in patient services. Priority is given to all our patients when updating information. We do however stress the importance to each patient making it their responsibility as we have a duty of care they have a duty to inform us of any changes.

We appreciate our patient list size is increasing, but we have advised patients to update their records online when changes occur or even to call or come into the practice. This weekly and daily monitoring would continue.

What actions were taken to address the priority?

These actions were addressed in the priority below : Allowing patients to update details online. Each clinician room has a poster reminding patients to update details at reception, this is also advertised in our reception area to

promote the message that patients should notify us of changes to their contact details. Using the LED boards in the waiting area to display the reminder of updating contact details. Using the patient scripts to display message on it to each and every patient collecting scripts. CSO staff are trained to make sure details are correct in relation to the spine database, when dealing with patients they will take a

minute to confirm details.

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

Results of action and impact on patients and carers:

In PPG meetings we have discussed with our PPG members about how it’s very important to keep our records up to date for several reasons, highlighting the

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importance. Our PPG members appreciate this and are happy to support us in new ideas to move this forward. We understand the effects that it can have on a patient when they are waiting for results, for when external departments to contact patients urgently it’s all designed so they can effectively reach patients with a time frame without delaying their services. Through working closely with our patients, we encourage and constantly remind patients to work closely with us on this matter. Our practice is always committed to the professional development of all our clinical teams.

Progress on previous yearsIf you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s):

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Progress since previous year s :

Since the previous year’s Child & Family Doctors surgery has made substantial improvements in 2016 many areas of the practice, we are pleased to say that management team and the administration team, have been given further training on how to deal with patients more effectively with a confidential manner. Staff has changed their approach of how to deal with patients and treating them all like individuals and respecting confidently and taking each senior seriously. Staff has also been shown how to use our software more effectively when updating patient details how to make the most of the system when advising patients to use our online patient access to book appointments and eliminate long queues on the phone. Customer service training was provided to us all management and reception staff educating us how to be sympathetic and show empathy towards our patients. Making sure patients’ needs and requirements are being meet. Maintaining and building patient relation is very important to us. It’s very encouraging to know that our patient percentage has increased. Patient access has changed the way patients book their appointments and the way they manage their day, it’s had a positive effect on the

PPG Sign Off4.

Report signed off by PPG: YES

Date of sign off: 10.02.2016

How has the practice engaged with the PPG:

We use effective methods to engage with our patients, we invite using posters, emails, calls and letters to the patients interested in PPG.

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

We use the methods above to advertise PPG meeting. The reception team has also make patient aware of the posters and provided leaflets to them with the aim of increasing participation from seldom heard group in the practice population.

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

Through patient surveys, complaints and the new Friends and family survey

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

The practice has engaged the PPG to ensure the priorities and their resulting action plans agreed mutually.

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Progress since previous year s :

Since the previous year’s Child & Family Doctors surgery has made substantial improvements in 2016 many areas of the practice, we are pleased to say that management team and the administration team, have been given further training on how to deal with patients more effectively with a confidential manner. Staff has changed their approach of how to deal with patients and treating them all like individuals and respecting confidently and taking each senior seriously. Staff has also been shown how to use our software more effectively when updating patient details how to make the most of the system when advising patients to use our online patient access to book appointments and eliminate long queues on the phone. Customer service training was provided to us all management and reception staff educating us how to be sympathetic and show empathy towards our patients. Making sure patients’ needs and requirements are being meet. Maintaining and building patient relation is very important to us. It’s very encouraging to know that our patient percentage has increased. Patient access has changed the way patients book their appointments and the way they manage their day, it’s had a positive effect on the

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

All PPG attendees agreed that the practice has delivered improvement to our patients as a result of these priority area.

Do you have any other comments about the PPG or practice in relation to this area of work?NO

Appendix

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Appendix 1 – Survey Form

Appendix 2 – Finds from the Survey

Appendix 3 – Poster for PPG

Appendix 4- PPG invitation letter

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Appendix 5 – PPG Meeting Minutes

Appendix 6 – PPG Meeting Minutes

Appendix 7– PPG Meeting Minutes

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