Dr Mostafa PMS

Patient Participation GroupAnnual Report

2016-2017

DR MOSTAFA PMS

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 2017 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

57 Male White British

66 Male Afro-Caribbean

81 Female White British

87 Female White British

36 Female White British

69 Female White British

56 Female White British

78 Male White British

67 Male Unknown

The current PPG members comprise of 8 patients. They are all very happy and willing to be part of the PPG. The group has not changed this year but we have made a renewed effort to invite patients to join both with posters, on our website and verbally. We hope that with the recent increase in new patients registering we will be able to convince more to join in the coming year – especially the younger age group

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 throughour 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 informed when minutes are published on our website. With increased awareness and usage of online services we are looking into the possibility/practicality of creating a virtual PPG but being aware that this may discourage some of our older, less technically enthusiastic members.

DR MOSTAFA PMS

Practice Population SummaryThe Current practice population is 6,444 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 had 3,164 Female patients and 3,234 Male patients.

Our demographic is very young compared to the national average.

Our demographic has a high level of depravation and is also very ethnically diverse and has a very mobile population with a significant patient turnover.

DR MOSTAFA PMS

Component 2 – To agree areas of priority with PPG

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.

Last year areas for improvement were:Availability of appointments for preferred GP, Helpfulness / attitude of staff and Waiting times to be seen.Although access to the preferred GP is still an issue, patients have now become more flexible in this matter. The other areas are now amongst those we are doing or best at. Staff have had more positive feedback but we continue to monitor and improve.

This year’s areas for improvement are around improving our nursing service and reviewing our opening hours (although our performance is generally better than the CCG and National Average). Online access is making good progress and we continue to endorse and promote this service

Monthly results from FFT reports were discussed and points for action required were highlighted. The number of highly recommended ratings has been mostly high throughout the year. Recurring issues were related to Staff/Clinician interaction – which will again be reviewed.

Comments on NHS choices has been regularly reviewed this year and we were pleased to receive a 5 star rating this year.

Dr Mostafa and his Management team met the PPG at quarterly intervals to discuss these and other areas for potential improvement and took on board patient’s

comments and concerns in order to formulate our own Patient Survey to confirm/dispute these results.

DR MOSTAFA PMSPriority areas to be included in the survey

Opening Hours Nursing Services On-line access

Additional Priority areas to be discussed for Action Plan

Electronic Prescriptions Workload / Demand Staffing /Access

DR MOSTAFA PMS

Other Survey results used to agree Areas of Priority

FFT Monthly Report

GP Patient Survey

Mar 2016

Apr 2016

May 2016

Jun 2016

Jul 2016

Aug 2016

Sep 2016

Oct 2016

Nov 2016

Dec 2016

Jan 2017

Feb 2017

0%

1000%

2000%

3000%

4000%

5000%

6000%

7000%

8000%

9000%

10000%

Positive ScoreNeutral ScoreNegative Score

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 that it would be helpful to use the same general survey as last year to gauge changes in patient opinion, including perceived improvements. Patient survey forms were created and arrangements for distribution to a representative sample of patients at both sites was agreed.

The survey questionnaire was distributed during the last two weeks of February 2017. It was offered to all patients that attended the surgery, both at Plumstead and Wickham Lane.

65 Surveys were handed out and we received 48 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 respondent’s anonymity. The completed questionnaires were collected from each site and mixed so that they would not be linked to a particular site. The data was extracted, tabulated and analysed for presentation to the PPG

The practice met with the PPG on the 10th March 2017 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

Component 4 – Provide PPG with opportunity to discuss survey findings

A meeting was held on the 10th March 2017 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.

14%

38%

48%

Easy to Making Appointments?

FairGoodExcellent

90%

10%

Get an Ap-pointment Quickly?

YesNo

16%

38%

46%

Rate Our Re-ception Team

Fair

GoodExcellent

65%

35%

Know About On-line Booking?

YesNo

72%

28%

Use Online Book-ing?

Yes No

88%

12%

Know about our PPG?

YesNo

39%

61%

Male v Female

MaleFemale

Key FindingsIncrease in frequent attendersBetter appointment making experienceReception team still doing wellIncreased use of websiteIncreased online booking awareness and usageIncreased awareness of PPG

25%

60%

15%

Age Range

16-2425-6465+

44%56%

Do You Use Our Website?

YesNo

88%

12%Opening Times

Convenient

Inconvenient

8%

47%34%

10%Attendance

Weekly

Monthly

Quarterly

Annually

DR MOSTAFA PMS

Survey Results - Key Findings:

Most of the patients surveyed were regular service users. There had been an increase in weekly attendance, although monthly/quarterly was most frequent.

Surgery opening times were felt to be convenient by most people. Making an appointment has become a more positive experience with patients indicating

they were provided with an appointment within a reasonable time Reception staff received a positive response as before. Significant increase in people accessing our website, awareness and usage of Online-

Access

These findings and the issues raised by the PPG regarding demand/workload, staffing, and electronic prescriptions were used to build the following Action Plan which was reviewed and approved by the PPG.

DR MOSTAFA PMS

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

2016/17 PPG Action Plan for 2017/18:1. Increased Attendance / Workload Pressure / Staffing:

With the continuing increase in the patient list size and increased multi-ethnic and deprived demographic with multiple and complex health issues we are experiencing increased demand and workload on all staff. We intend to continue working on the recruitment/training of both clinical and admin staff and the re-organisation of the existing workforce in order to optimize our response to the situation. In addition we will continue to educate patients on self-care and train staff in effective sign-posting. Recruitment and training will be funded through our central budget (sign-posting training is expected to be made available through the CCG). Patients will be further encouraged to make use of online access to make appointments and order repeat prescriptions (utilizing EPS where possible) to ease workload pressures.

2. Opening Hours / Appointment Availability:Action taken from last year has already had an impact in improving patient access. Although the GP Survey still indicated further improvement was needed, our in-house survey done more recently indicates that satisfaction is generally high. With the action to re-organise and increase our workforce taking place and continuing in the coming year we expect to improve this further. Encouraging increased usage of online access will also help and we intend to continue working at increasing usage fo this greatly in the coming year. More appointments will be made available online, especially as staffing levels are increased. Extended hours will be adjusted in response to patient usage/need and in addition we will make more extensive use of the Greenwich Health Hub to provide weekend appointments for patients.

The PPG has agreed to these actions and will monitor progress via our quarterly meetings and from patient feedback throughout the year. 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 2018. The responsibility for overseeing the implementation of this action plan lies with the Practice Management Team.

DR MOSTAFA PMS

Component 6 – Update on 2015/16 Action Plan for 2016/17

Action Plan 2015/16 update:

Appointments /Prescriptions/DNA’s/Online Access/Staff:

Issue1. Making Appointments:

Actions Implemented:

Patients were advised through posters, on-hold messages, prescription notes, website and by receptionists that

a. On the day appointments are for emergency/urgent problems only and can be booked from 8amb. Routine/Advance appointments can be made by telephone during opening hours after 8.30 amc. Patients can also be seen by the Nurse for many problems, which may be a shorter waite. About availability extended hours appointments and where and when they were available.f. Routine/Advance appointments/requests for repeat prescriptions can be made online via our websiteg. Test results will only be given over the phone between 1-3pm only but can be viewed with online access

The outcome has been generally positive and most patients are now aware of the telephone protocol and have responded well. Patients are now mostly no longer expecting on the day appointments and are booking routine appointments in advance. This change in expectation has helped us manage demand and improve patient/staff relations as pressure is reduced. Online booking is slowly growing and we are encouraging this further. Use of both EPS and online repeats is starting reduce pressure on phone lines. The nurse has had training to manage more complex problems and will be trained as a prescriber to ease pressure on GP appointments.

DR MOSTAFA PMS

2015/16 PPG Action Plan (cont.)

Issue 2. Demand for Appointments:Patients have been informed:

a. About the average waiting time for a routine appointment – which may be longer during busy periods or if a specific GP is requested.b. About the effect of DNA’s and failing to cancel unwanted appointments and the numbers each week are advertised in surgeryc. It was found to be impractical and a poor use of limited clinical resources to have our nurse/HCA triage calls.

Our recent CQC inspection commented on how good our appointment availability was and this has encouraged us that our systems and measures are having a positive impact. The Survey returned a positive response for being able to get appointments within a reasonable time. Lowering expectation of on the day appointments has helped too.

Issue 3. Patient / Receptionists Interactions:a. Our Practice Zero Tolerance and Behaviour Policy is widely on display in the surgery and all new patients sign

a behavior agreement to abide by our policy of mutual respectb. Staff have been provided with training and mentoring in conflict management and customer service skills.

Staff who feel stressed are encouraged to speak to the Assistant PM and may be advised to use our free Occupational Health service.

c. Use of EPS and of online access for repeats and appointments has been strongly supported and is starting to make an impact on workload/stress

Our staff generally get positive feedback form all sources and handle most situations professionally and calmly. Support from the management team is always available and complaints/concerns are dealt with promptly and effectively. Any complaints are quickly dealt with and outcomes are very good. Our approval ratings on NHS Choices and FFT are also very good.

DR MOSTAFA PMSCQC INPECTION: 29 NOVEMBER 2016

CQC REPORT: 16 February 2017Our full report can be accessed via our website at www.drmostafapms.nhs.uk

or at http://www.cqc.org.uk/location/1-527864783

DR MOSTAFA PMSComponent 6 – Surgery Opening Times

Dr Mostafa PMS141 Plumstead High StreetLondon SE18 1SETel : 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

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

Dr Mostafa PMS 253 Wickham Lane LondonSE2 0NXTel: 0208 317 8708

Monday 8.00am - 18.30pm Tuesday 8.00am - 17.00pm Wednesday 8.00am - 14.30pm Thursday 8.00am – 13.00pm Friday 8.00am - 14.30pm

Extended hours Monday 6.30-7.30pm and Wednesday and Friday 7am – 8am Dr NakashThe practice is currently closed Saturday, Sundaysand Bank Holidays.

The practice can be contacted on the above numbers during opening hours. Please be aware that when the branch surgery is closed all calls will be taken by the main surgery. When the surgery is closed patients are advised to call NHS 111 or if the matter is life threatening to call 999. Appointments may also be booked online via www.patient-services.co.uk at any time.

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