Patient Reference Group Annual Report April 2016 March 2017 This report covers all of the following 6 components as set out in the PRG DES Guidelines document: Component 1 - Develop a PRG and the description of a PRG Component 2 - Agree areas of priority with the PRG Component 3 - Collate patient views through the use of a survey Component 4 - Provide PRG with opportunity to discuss survey findings Component 5 - Agree action plan with the PRG and seek PRG agreement to implement change. Component 6 - Annual PRG report published by 31 st March 2017 and meets requirements. PRG Members List (Annonomised) JR - (Practice Manager) M.S PRG Member PG - PRG Member DP - PRG Member RS - PRG Member PRG meetings, minutes and & report remains important to us as a practice as we benefit from the feedback and have greater understanding of our patient needs. The Waverley Practice Patient Reference Group is now an established group who are committed to improving the patient experience for our practice. The members, although still low in numbers are a variety of ages and ethnicities. The age mix of the PRG is 21-30 x 1-31-45 x 0 46-60 x 1 61-75 x 3 Over 75 x 0. We are always promoting our PRG with Posters in Reception, advertising on our Website and interaction of Reception staff with patients. We have had a positive response to our campaign to recruit new members and it looks promising that by April end we will have another 2 members attending meetings We find face to face meetings are more productive than emails, and only use emails to share information between meetings. All PRG members are totally committed and attend meetings regularly. The PRG meets on a quarterly basis at Plumstead. They still remain continually driven in respect of helping to change outcomes and lives for the patients in our Practice as well as the local community, to live healthier. Minutes of our quarterly meetings are available.
Issues of priority 2016-2017 Practice Website Patient Online Services PRG Recruitment Patient Survey Diabetes Hearing Loss Shared Vision for 2017/18 Control of Diabetes Waverley PMS has a high proportion of Diabetics, some of our patients have minimal understanding of the importance of good Diabetes control. Our Practice Nurse is a Diabetes Specialist Nurse who is very pro active in managing our diabetic patients. Along with our Nurse, a PRG member is also diabetic himself and is happy to help others understand and improve control. He is available for one to one chat over the telephone any time with patients. Patients can contact him directly and discuss any issues or problems they may be encountering, and he is happy to share his experiences. Hearing Impairment We have now purchased a Hearing Loop for both our Plumstead practice and branch site to assist patients with hearing problems. One of our PRG members also has hearing impairment and is very supportive of our patients. He can be contacted via telephone to discuss any problems patients are facing who have any hearing difficulties. It can be very isolating when faced with deafness and hearing difficulties so to be able to talk over problems you incur with others who have faced similar problems can be extremely helpful. It makes patients feel less isolated once they know how others have dealt problems associated to deafness. Patients can also be pointed in the right direction for other related services. Practice Website PRG regularly check the website for agreed updates, and we are continually updating the website to make our patients aware of up and coming events ie flu clinics (starting in September) Substance Misuse Awareness Day (date to be confirmed) Patient Online Services (March 30 th ) Patients can come in to surgery and get help setting up their online registrations, this can be quite daunting for older patients, patients with English as a second language and patients with limited computer knowledge.
Patient Online Facilities The Practice is actively promoting online services for booking appointments, prescriptions and viewing of coded medical records showing coded history, Medication & allergies. We have also invited our patients to download the MY GP surgery app which is downloaded to their mobile phones, I pads and other electronic devices. This app allows patients to book appointments, review their medication and allows patients to track their own blood pressure, weight etc. This app also allows patients to set reminders for ordering their medications and can set a reminder for times medication should be administered on a daily basis. PRG Recruitment We constantly promote our PRG. Our latest new member who joined last year who has young children has helped us to have a better understanding of difficulties encountered by young mothers. We feel, we now understand the additional pressures they face with booking appointments around school runs, baby feeds etc. This has been discussed with out Reception staff to emphasise the need for flexibility for all patients including, young mums, patients with demanding work schedules, elderly patients who tend to prefer mornings as they do not like to come out after dusk. Patients with disabilities that require later appointments to give them time to mobilise. We promote flexibility as we feel this contributes to our strive for better patient care. Addiction Awareness day at Waverley Practice Due to success of the previous Addiction Awareness day last year we felt the patients would benefit from another which we will be holding in early spring (date to be determined) at our Plumstead surgery. This was planned for February this year but unfortunately has had to be deferred due to unforeseen circumstances. Members will have a variety of leaflets and can offer advice & draw from their own experiences to advise patient how and where to seek support for all kinds of addictions. One of our members is extremely knowledgeable in addiction, she is trained in counselling and works closely with support groups ie MIND. We had one last year which proved a great success and patients felt with the help of the PRG member who has extensive knowledge they were better equipped to approach the necessary services. The practice conducted a survey in January to engage with patients and get feedback on how satisfied they were with the practice Questions were discussed and agreed with the PRG - We asked the following questions:-
Patient Survey 1) Can you obtain an appointment within 2 working days? Practice score Yes 75% No 25% 2) Can you obtain an appointment with a GP more than 2 days in advance? Practice score Yes 76 No 24% 3) Are you able to access a GP on the telephone for advice? Practice score Yes 98% No 2% 4) Would you be happy to see the same GP you saw today at your next visit? Practice score Yes 99% No 1% 5) Are you satisfied with the way your GP has listened and dealt with your problems? Practice score Yes 87.5% % No 12.5 % 6) How do you find the Reception staff are they polite, helpful & respectful when dealing with you either in person or on the telephone? Practice score Yes 99% No 1% 7) Have you been offered or seen advertisements regarding Online Services? Practice score Yes 67% No 33% Appointment Availability We are, with immediate effect going to make more On the Day appointments available in response to the patient s comments in Q.1 of our survey, where 25% of patients said they were unable to get an appointment within 2 working day. This should help to alleviate this issue.
Shared Vision/Action Plan The Waverley PRG remain enthusiastic and will endeavour to recruit new members We all feel that it is vital to engage with patients and improve our PRG numbers. We will be arranging a day in May for PRG members to come into surgery and promote and enrol new PRG members They will give out leaflets and talk to patients to encourage them to join and have input in how their surgery is run. Reception staff will also be promoting it to patients. Diabetes & Hearing - To encourage patients and improve the uptake of additional support for both Diabetics and patients with Hearing difficulties with our PRG member who has offered to share his experiences and knowledge in these areas. It will assist patients to get better control of their diabetes and improve their general health. It will also enable patients with hearing difficulties to feel less isolated and be able to discuss problems they encounter with someone who has already encountered many problems and has found ways around them or resolved them. A little advice can go a long way. Addiction Awareness day To encourage patients with an addiction to seek help or know when they are ready to seek help where to find that help. A very successful day last year and we anticipate it to be the same at the next one. An informal chat can be a wealth of information to someone who needs help but doesn t know where to access it. Online Services to achieve a minimum of 60% uptake for Patient Online Services To increase PRG numbers - The Waverley PRG although low in numbers are Work still needs to be assessed and completed on seating issue - To install some seating with fixed arms to assist elderly and patients with mobility problems in rising and sitting manoeuvres. We had looked at this issue last year and initially planned it to be done as part of the Improvement Grant Scheme, but unfortunately it didn t happen so the practice will now be addressing this in Q1 of 2017/18. To improve patient access to appointments within 2 days PRG Members have been very supportive of the improvement and renovations to our Practice and keen to see the finished results. This Improvement Grant has been discussed with them since last year whilst in the planning stages and we have taken on board their suggestions and implemented them. The PRG members felt that posters displayed in Reception area should be relevant to specific campaigns on an as and when basis ie Flu, Smoking, Carers and be changed on a regular basis Too many posters with extensive variation was felt to be information over load and therefore patients would not read it or would just scan them and not absorb the information. So posters will be rotated in the waiting room.
REPORT WRITTEN BY JANET RICHES & JAQUELINE SELFE TO BE EMAILED TO PRG MEMBERS TO BE PUBLISHED ON SURGERY WEBSITE BY 31/03/2017