OUTWOOD PARK MEDICAL CENTREPatient Participation Directed Enhanced Service 2013/14

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.

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 African - ethnic category 2001 census

10 0.2 %

(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 25 members currently (as of march 2014) - The practice also has a number of virtual members who are copied into the circulation of the minutes

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.

Feedback 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. (Reviewed March 2012)

Date: …………………………………………………………………………

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

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

Practice Survey

Minutes of the PRG Outwood surgery Monday 21 st October 2013

Examples of questionnaires from the group

A discussion took place about the kind of questions which could go in this year’s survey. HD talked about the think Local Act Personal ‘I statements’. This allows responses across a range of opinions rather than stating a single fact. HS will pass on her surveys. SB will try and pass on the school survey. KMcN and GR will try and produce a draft for the next PRG meeting.EH suggested that some of the same questions were used year on year to try and look at shift changes. The group discussed how the results would be analysed and GR suggested the group may wish to support the process.The survey will be a paper one or by e- mail for those who normally get their information by e- mail.

Minutes of Patient Reference Group Meeting Monday 2 nd December 2013.

Practice Questionnaire

Many thanks to H D who gave GR some examples of I Statement/questions.Based on these GR has produced a sample list of questions she feels we could give to patients to complete. All present agreed that the questions were simple and to the point and easy for patients to understand.There were a few minor changes to be made and then the practice will start giving these out. GR said she would like members of the group to help in the scoring and collating of these questionnaires in order to get an independent review.They will also be given out to Wrenthorpe patients so that we can gain the opinions of our Wrenthorpe service users.

The final version was agreed – please below

Outwood Park Medical Centre / Wrenthorpe Health Centre Patient Feedback 2013/14

We would appreciate you filling out this short survey regarding Outwood Park Medical Centre. With your help, we can provide a service that will best benefit you and others in the community.

About the Surgery

How easy did you find it to get into the building at the Medical Centre? o Very easyo Fairly easy o Not very easy o Not at all easy

How clean was the surgery? o Very clean o Fairly cleano Not very cleano Not at all clean

In the reception area, did you feel that patients could overhear what you were saying to the receptionist?

o Yes but I don’t mind o Yes and I am not happy about it o No, other patients cannot overhear o Not applicable

How helpful do you find the receptionist o Very helpful o Fairly helpfulo Not very helpfulo Not at all helpful

How easy did you find it to get through on the telephone?o Very easy o Fairly easy o Not very easy o Not at all easy o Haven’t tried

Seeing a clinician

Was your appointment time met?o Yes o No

Were you informed of any delays?o Yes o No

Was your appointment today to see? o Doctoro Nurse o Nurse practitioner o Health Care Assistant /Blood Testo Midwife

I was given a full explanation of my treatment o Strongly agreeo Agreeo Neither agree nor disagree o Disagree o Strongly disagree

I was treated with respect, dignity and had confidence and trust in the clinician I saw o Strongly agreeo Agreeo Neither agree nor disagreeo Strongly disagree

I feel that I was sufficiently involved in decisions about my care.o Strongly agree o Agreeo Neither agree nor disagreeo Disagreeo Strongly disagree

In general, how would you rate the service you received today? o Excellent o Very good o Good fair o Poor

Please provide any further comments on any of the questions above or any other aspect of the service

Thank you for taking the time to complete this survey. Your comments and opinions are important to us and will be taken into consideration when developing our servicesMinutes of the Outwood Surgery PRG –Monday 13 th January 2014

Practice questionnaire results

GR fed back on the results of the practice questionnaires .One was done for Outwood and one for Wrenthorpe.

2013/14 Patient Survey Results Outwood Park Medical Centre & Wrenthorpe Health Centre

About the Surgery

1, How easy did you find it to get into the building at the Medical Centre?

o Very easyo Fairly easy o Not very easy o Not at all easy

Q1 From the total responses received Very easy 78%Fairly easy 18%Not very easy 2%Not easy at all -

2, How clean was the surgery?

o Very clean o Fairly cleano Not very cleano Not at all clean

Q2 From the total responses receivedVery Clean 83%Fairly Clean 17%Not very clean Not at all clean

3, In the reception area, did you feel that patients could overhear what you were saying to the receptionist?

o Yes but I don’t mind o Yes and I am not happy about it o No, other patients cannot overhear o Not applicable

Q3 From the total responses receivedYes but I don’t mind 57%Yes and I am not at all happy about it 19%No, other patients cannot overhear 15%Not applicable 7%

4, How helpful do you find the receptionist

o Very helpful o Fairly helpfulo Not very helpfulo Not at all helpful

Q4 From the total responses receivedVery helpful 73%Fairly helpful 25%Not very helpful at all 2%Not at all helpful -

5, How easy did you find it to get through on the telephone?

o Very easy o Fairly easy o Not very easy o Not at all easy o Haven’t tried

Q5 From the total responses receivedVery easy 40%Fairly easy 37%Not very easy at all 17%Not at all easy 6%Haven’t tried

Seeing the Clinician

1, Was your appointment time met?

o Yes o No

Q1 From the total response received Yes 56%No 43%

2, Were you informed of any delays?

o Yes o No

Q2 From the total response received Yes 41%No 58%

3, Was your appointment today to see

o Doctoro Nurse o Nurse practitioner o Health Care Assistant /Blood Testo Midwife

Q3 From the total response receivedDoctor 73%Nurse 15%Nurse Practitioner 9%Health Care Assistant/ Blood Test 2%Midwife

4, I was given a full explanation of my treatment

o Strongly agreeo Agreeo Neither agree nor disagree o Disagree o Strongly disagree

Q4 From the total response receivedStrongly Agree 51%Agree 43%Neither agree not disagree 3%Disagree 1%Strongly disagree

5, I was treated with respect, dignity and had confidence and trust in the clinician I saw

o Strongly agreeo Agreeo Neither agree nor disagreeo Strongly disagree

Q5 From the total response receivedStrongly Agree 65%Agree 33%Neither agree not disagree 2%DisagreeStrongly disagree

6, I feel that I was sufficiently involved in decisions about my care.

o Strongly agree o Agreeo Neither agree nor disagreeo Disagreeo Strongly disagree

Q6 From the total response receivedStrongly Agree 55%

Agree 39%Neither agree not disagree 6%DisagreeStrongly disagree

7, In general, how would you rate the service you received today?

o Excellent o Very good o Good fair o Poor

Q7 From the total response receivedExcellent 53%Very Good 39%Good fair 2%Poor

Thank you for taking the time to complete this survey.

Your comments and opinions are important to us and will be taken into consideration when developing our services.

ACTION PLAN

Whilst the survey did not highlight any major areas for concern, the group discussed a couple of options to work on. The areas in which we can improve will form a ‘You Said’ ‘We Did’. This will form the basis of the group’s Action Plan.

The results from the survey have been made available to patients via the Practice Website, PPG notice board and our newsletter.

The group agreed three main action points. These were deemed to be achievable and lay good foundations for the future of the group and additional projects.

From the additional comments made at the end of the patient surgery questionnaire

1, Update the patient information screen – Please remove the current media

2, Improve signage within the building / Including asking patients to give the person in front of you at reception space

3 , Improve the Zen Garden outside the patient waiting area

PROGRESS MADE WITH ACTION PLAN

You said… We did… The result is…Update the Patient Information screen

A new power point presentation now informs patients of patient services, opening hours, GP access, Training days when the practice is closed. How to report forms of abuse

Completed March 2014 and will be updated as more subjects become available

Improvements to building and facilities - some patients found the room numbers confusing

Room numbers and direction signs have been installed

A white board in reception informs patients of who the Duty Doctor of the Day is and lists all GPs who are on duty with their room number

Bigger poster at reception so that the person in front of you can speak in confidence to the receptionists

Completed January 2014

Improvements to the Court yard Garden which is visible from the waiting area.

Landscape gardeners have been instructed to clear the area and re plant seasonal flowers and plants

Bird feeders will be installed

Will commence April 2014

End of March

AVAILABILITY OF INFORMATION

This report has been loaded on to our website (www.outwoopark.gpsurgery.net) notice board and the next newsletter