Practice details: Brunston and Lydbrook Practice

Practice code: L84071

Stage one – validate that the patient group is representative Demonstrates that the PRG is representative by providing information on the practice profile:

Does the Practice have a PPG? YES

Practice population profile

Please note that PP shows % of age group within the practice. PRG shows % of age group in the Patient Reporting Group. Diff shows the proportional difference between the two.

Age Group PP PRG Diff
18 - 24 8% 0% -8%
25 - 34 12% 0% -12%
35 - 44 13% 0% -13%
45 - 54 19% 0% -19%
55 - 64 19% 44% 25%
65 - 74 16% 12% -4%
75 - 84 8% 33% 25%
85 or over 3.5% 11% 7.5%

Differences between the practice population and members of the PRG

Describe steps taken to ensure that the PPG is representative of the practice population in terms of gender, age and ethnic background and other members of the practice population:

The practice proactively requests patients to join the PPG via the website, we use practice newsletters and put notices in the waiting rooms. The invitation is open to all patients and we opportunistically tell patients about our group and offer membership.

Are there any specific characteristics of your practice population which means that other groups should be included in the PPG? Eg a large student population, significant number of Jobseekers, large numbers of nursing homes, or a LGBT community - YES

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

We have an elderly population, our group membership reflects this. We have some members who are carers and feel that their input supports the practice in obtaining the views of the carers and those patients who are cared for.

Is the group virtual or face-to-face?

In the last year we have used both methods, all future meetings will be face to face. The practice communicates with group members via email only if time scales are tight.

How many members are there on the PRG? 9

Step 2 – Review Patient Feedback

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

We had survey boxes in each waiting room for patients to leave comments. We also used the Friends and Family Test results at the latter part of the year. Feedback from questionnaire results at our CQC visit was also reviewed.

How Frequently were these reviewed with your PPG

Before October the PPG members would collate the survey comments and inform the practice monthly of the results. We have had two formal meetings to discuss and review suggestions and observations from the areas surveyed.

Priority Area 1

Describe the priory area:

Staff identification - The group would like to see all practice staff wearing name badges. It was felt that if questions or queries are made, knowing the name of the person dealing with a problem helps the patient obtain an early resolution to the problem. It saves the patient time in having to repeat the question/query when they call back for an update.

Why was this priority identified - The comment was anonymous, but name badges will help patients communicate with practice staff and offers a mark of professionalism. This was the reasoning behind this being a priority.

What actions were taken to address this priority - Each name badge has staff members preferred name, position in the practice and the practice logo where appropriate. Everyone has an individual name badge and everyone has been asked to wear when on duty.

What were the results of the actions and what impact on patients and carers - Patients can now communicate with staff by name. The practice has improved its friendly feel where everyone knows everyone else.

How was this publicised - This is mentioned on the practice website and will be published in the next newsletter.

Priority Area 2

Describe the priory area:

Appointment Availability - Provision for appointments outside of normal working hours.

Why was this priority identified - The majority of negative comments from our surveys were related to more appointments. Patients want access to suit their lifestyles and often in need of an appointment when they are not in work.

What actions were taken to address this priority - The practice has expressed an interest in participating in the CCG Primary care extended access for longer opening hours. The senior partner and practice manager attended a workshop to discuss and plan a project for the Forest of Dean.

What were the results of the actions and what impact on patients and carers - The practice has discussed the project and are prepared to ensure enough clinical cover is available to fulfil the requirement of 8am -8pm working 7 days a week. The benefit for patients and their carers is that they will be able to see a doctor at a convenient time, rather than taking time off work.

How was this publicised - The practice Newsletter is the form of publication and the practice website.

Priority Area 3

Describe the priory area:

Supporting patients and their carers - To be proactive and work with “Carers Gloucestershire” in supporting patients in their needs.

Why was this priority identified - The practice has established good relationships with the carers support worker. Also the practice carer list is not accurate, it was felt that by improving practice awareness more patients could be identified as in need of extended support.

What actions were taken to address this priority - Two members of staff have attended a carer’s workshop. The carers support worker frequently calls at the surgery we meet and this updates the practice resulting in notice boards being kept up to date.. A meeting has been held to discuss improving awareness at the practice. Receptionists have received training in identifying carers.

The practice has been successful in being selected to participate in an initiative for a carer’s pathway.

We have a planned “carers” open afternoon for the summer, where information stands will be made available.

What were the results of the actions and what impact on patients and carers - More patients are being identified as carers, this resulting in more “carers” assessments. Staff are more knowledgeable about patients who could be caring for someone and can offer support where there is a need. 

How was this publicised - The practice newsletter is the form of publication.

Progress on previous years

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

Year 1 - The priority for this year was about doctor availability at the branch surgery, we offer an additional session now in the afternoon at this surgery and this will increase now that the practice is having 3 new partners and an additional 3 sessions per week.

Year 2 - This was the same as the previous year.

Year 3 - The PPG were concerned about the change of Partners and continuity of care The practice is determined to continue to have a full complement of GP partners and make less use of Locum doctors. The situation has improved in the last year, we recruited two partners, who have since decided to leave us. This has since resulted in the practice increasing the number of partners from 4 to 5 and offering more sessions during the week, we hope that this will resolve the issue of workload for the incoming GP partners.

PPG Sign Off

Has the report been signed off by the PPG  - Yes
What date was this report signed off: - Via Email sent 19/3/15

How has the practice engaged with the PPG

How has the practice made efforts to engage with seldom heard groups in the practice population? - The practice has tried to engage with patients from a variety of age ranges through letter and personal invitation.

Has the practice received patient and carer feedback from a variety of sources - Our CQC visit highlighted lots of views from a range of patients across a variety of ages. The staff and doctors encourage patients, and carers to complete the FFT cards in the waiting room. We put the cards on the waiting room seats and all the feedback is collated and discussed amongst ourselves.

How was the PPG involved the agreement of the priority areas and the resulting action plan? - We had a meeting all the group were invited, the group were given copies of summarised practice complaints, significant events, FFT comments and CQC feedback. Those not present were emailed and were asked to make a contribution to the decision.

How has the service offered to patients and carers improved as a result of the implementation of the action plan? - Patients are fully informed about the practice, there are less complaints coming into the practice, they are able to obtain a rap ore with staff in a professional and supportive manner. It is expected that in time the appointments will improve, when the new partners join the practice and when the practice participates in the extended working hours.

Carers are experiencing support from the practice, nurses are signposting patients to support groups, they will be invited to an information sharing day in the future. Our practice list of carers is growing and that will have a benefit to patients that may not have been identified as “a carer” and potentially could be missing out on support.

Do you have any other comments about the PPG or practice in relation to this area of work? - The practice has experienced an unusual rate of change over the last 2 years, the CQC inspection has had an impact on available time for finalising the actions in this plan.

Name of Individual Completing this Document: Sheila Booth
Role: Practice Manager

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