Dr Mostafa PMS

Patient Participation Group Annual Report

2015-2016

This report covers all of the following 6 components as set out in the PPG DES guidelines document.

Components 1 - Develop a PPG and the description of a PPG

Components 2 - Agree areas of priority with the PPG

Components 3 - Collate patient views through the use of a survey

Components 4 - Provide PPG with opportunity to discuss survey findings

Components 5 - Agree action plan with the PPG and seek PPG agreement to implementing changes

Components 6 - Full Annual PPG Report published by 31st March 2015 and meets all requirements

Component 1 - Develop a PPG and the description of a PPG

We launched our Patient Participation Group in 2012/2013. The PPG is a group of patients who are registered with our Practice, who although they have no medical training, share an interest in the service provided. The purpose of the PPG is to:

• Encourage a good relationship between patients and staff

• To let the patients have a voice

• To meet regularly at a PPG meeting (quarterly)

• To represent patients views and feed back to patients

• Too work constructively and positively to help identify solutions, and work in partnership with the practice.

DR MOSTAFA PMS

The Profile of our PPG

Below is a table describing the profile of the members

of the PPG

Age Sex Ethnicity

56 Male White British

65 Male Afro-Caribbean

80 Female White British

86 Female White British

35 Female White British

68 Female White British

55 Female White British

77 Male White British

The current PPG members comprise of 8 patients. They are all very happy and willing to be part of the PPG.

Reasonable steps • The Practice actively encourages all patients and their

carers from all different age, gender, ethnic and socio-economic and groups to join the PPG in order to be truly representative of our patient demographic.

• We have a dedicated page on our website

(www.drmostafapms.nhs.uk ) for the PPG with information about the activities of the PPG also with a TAB where you can request to join on-line or download a form that you can bring to the surgery.

• We also advertise in the surgery with posters and through our Receptionists, Nurses and Doctors.

• For those who may not have the time to attend the meetings in person we offer the opportunity to correspond by email, providing Agenda items and being in formed when minutes are published on our website

DR MOSTAFA PMS

Practice Population Summary

The Current practice population is 6,401 and the breakdown of the Age range is as below.

Our population comprises of approximately 50 – 50 Male to Female patients

At the time of this report we currently have 3,223 Female patients and 3,178 Male patients.

DR MOSTAFA PMS

Priority areas to be included in the survey

Appointments

Staff

Opening hours

On-line booking

Details of the steps taken to determine and reach agreement on the issues which had priority

Results from GP Patient Survey were reviewed and potential areas for improvement identified. In general the responses were very positive. Amongst issue raised where improvement could be made were: Availability of appointments for preferred GP Helpfulness / attitude of staff Waiting times to be seen Monthly results from FFT reports were discussed and points for action required were highlighted. The number of highly recommended ratings have been consistently high throughout the year (avg 95%) a recurring issues were: Getting an appointment with a particular GP Staff/Clinician approach Dr Mostafa and the Assistant Practice Manager met the PPG to discuss these and other areas for potential improvement and took on board patients comments and concerns in order to formulate our own Patient to confirm/dispute these results

DR MOSTAFA PMS

Component 2 – To agree areas of priority with PPG

Additioal Priority areas to be discussed for Action Plan

DNA’s

Prescriptions

Other Survey results used to agree Areas of Priority

GP Patient Survey

0

20

40

60

80

100

How are we doing? Sample Results

GP PatientSurvey

93

94

92 93

99

90

94

98

86

92

92

95

75

80

85

90

95

100

% Highly Recommended

FFT Monthly Report

DR MOSTAFA PMS

Component 3 – Collate patient views through the use of a survey

Following discussion of the Priority areas the Practice and PPG agreed which would be used in the survey and the format was finalised. Patient survey forms were created and arrangements for distribution to a representative sample of patients agreed.

The survey questionnaire was distributed during the last two weeks of February 2016. It was offered to all patients that attended the surgery, both at Plumstead and Wickham Lane.

80 Surveys were handed out and we received 52 responses back from patients.

The questionnaire was anonymous and all completed surveys were placed directly into a collection box and not handed to staff to preserve the respondents anonymity . The completed questionnaires were collected from each site and mixed so that they would not be linked to a particular site. The data extracted, tabulated and analysed for presentation to the PPG

The practice met with the PPG on the 11th March 2016 to discuss the results. The assessment process was explained to the members and the data used to consider what was needed for our Action Plan

DR MOSTAFA PMS

2015/16 Patient Survey Results

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Female

Male

65+

25-64

16-24

Other

Newsletter

Website

Excellent

Good

Fair

No comment

Annually

Quarterly

Monthly

Weekly

No

Yes

DR MOSTAFA PMS

Component 4 – Provide PPG with opportunity to discuss survey findings

A meeting was held on the 11th March and the results of the survey were discussed with the PPG members. As a result of this a new Action Plan was discussed and agreed.

Survey Results - Key Findings:

Most of the patients surveyed were regular service users, attending the surgery about once a month

Surgery opening times were felt to be on the whole appropriate

Although making an appointment was felt to be less than perfect, patients did fell they were provided with an appointment within a reasonable time

Reception staff received a positive response

Few people seem to be accessing our website, but more than half are aware of Online-Access

These findings and the issues raised by the PPG regarding DNA’s and Prescriptions were used to build the following Action Plan which was reviewed and approved by the PPG.

DR MOSTAFA PMS

Appointments /Prescriptions/DNA’s/Online Access/Staff: Issue1. Making Appointments: Large numbers of patients try to telephone the surgery for appointments every morning from 8am expecting an appointment that day. There are limited numbers of ‘on-the-day’ appointments available and these are intended for emergency and very urgent cases only. Action: Advise patients through posters, on-hold messages, prescription notes, website and receptionists that a. On the day appointments are for emergency/urgent problems only and can be booked from 8am b. Routine/Advance appointments can be made by telephone during opening hours after 8.30 am c. Advise patients that they can also be seen by the Nurse for many problems, which may be a shorter wait e. Remind Patients about availability extended hours appointments. f. Routine/Advance appointments/requests for repeat prescriptions can be made online via our website g. Test results will only be given over the phone between 1-3pm only

DR MOSTAFA PMS

Component 5 – Agree action Plan with the PPG and seek PPG agreement to implement changes

2015/16 PPG Action Plan:

Issue 2. Demand for Appointments: Although the surveys show most patients do get appointments within a reasonable time, there is an increasing demand for appointments and the waiting time is increasing, and nationally 1 in 4 practices have 2 week wait to see a GP. Action: a. Patients to be advised regarding average waiting time for a routine appointment – which may be longer during busy periods or if a specific GP is requested. b. Inform patients of the affect of DNA’s and failing to cancel unwanted appointments/consider possible sanctions c. Trial triaging of early morning calls by nurse to assess clinical need

Issue 3. Patient / Receptionists Interactions: With increasing patient numbers, demand and additional administrative workload, both clinicians and reception staff are under huge pressure, but always try to do their best to treat every patient with compassion and respect. This can be difficult when faced with demanding or aggressive patients. Action: a. Advise patients of Practice Zero Tolerance and Behaviour Policy b. Provide staff with Conflict Management training c. Reduce admin workload by encouraging use of EPS, reminding patients of 48 hour repeat prescription rule and use of online access for repeats

2015/16 PPG Action Plan (cont.)

DR MOSTAFA PMS

Timescale for Completion: The Practice will work on the Action Plan throughout the coming year and report back to the PPG at the quarterly meetings to review progress/outcomes and any adjustments to be made. The intention is for all Actions to be completed by January 2017. The responsibility for overseeing the implementation of this action plan lies with the Practice Management Team.

DR MOSTAFA PMS

Component 6 – Update on 2014/15 Action Plan

Action Plan 2014/15: 1. The Practice will encourage patients to access the new practice website at www.DrMostafaPMS.nhs.uk , specifically designed for practice patients to provide a user friendly online way of patient to interact with the practice, to enable the use of on-line services such as prescriptions, appointments booking, practice news, developments and progress of PPG.

Although the website was widely advertised patient use does not seem to have been extensive. However, we have had increasing numbers of patients wanting to register using the online forms and this is encouraging. We are planning to add more information and services throughout the year and will increase publicity.

2. The reception staff to be encouraged to consistently give out the recently reviewed practice leaflets and the newly introduced Practice Quarterly news sheet to patients, especially to the new patients joining the practice. All the information from the practice leaflet is now available online on our website. A single sheet of key information can be provided to patients on request and is available at reception (to reduce excessive paper/print expenditure during these times of austerity). 3. Consistent updating and reviewing Practice information on NHS choices website, some patients have accessed information about the practice from this source, but it does need updating. Despite a message that it is no longer maintained and redirecting all patients t our new website, the NHS Choices website still receives comments and ratings. We ensure that we reply to all comments left and provide advice on alternative ways of communicating with the practice

Dr Mostafa PMS

141 Plumstead High Street

London

SE18 1SE

Tel : 0208 855 0052

Monday 8.00am - 18.30pm

Tuesday 8.00am – 18.30pm

Wednesday 8.00am – 18.30pm

Thursday 8.00am – 18.30pm

Friday 8.00am – 18.30pm

Extended Hours Thursday morning 7am – 8am

Dr Nakash

The practice is currently closed Saturday, Sundays and Bank Holidays.

Dr Mostafa PMS

253 Wickham Lane

London

SE2 0NX

Tel: 0208 317 8708

Monday 8.00am - 18.30pm

Tuesday 8.00am - 17.00pm

Wednesday 8.00am - 18.30pm

Thursday 8.00am – 13.00pm

Friday 8.00am - 14.30pm

Extended hours Wednesday and Friday 7am – 8am

Dr Nakash

The practice is currently closed Saturday, Sundays and Bank Holidays.

DR MOSTAFA PMS

Component 6 – Surgery Opening Times

Please see our website for further details: www.drmostafapms.nhs.uk