Patient Engagement with PPG With Saadet Sangha Practice Manager - - PowerPoint PPT Presentation

Patient Engagement with PPG

With Saadet Sangha Practice Manager – Staff champion and Emel Islek PPG Member – Public Relations person

About Wordsworth Health Centre

 Wordsworth Centre opened in Manor Park on Wordsworth

Avenue, East London in the year 2000.

 It was first established by Dr Graham in 1973 as The Graham

Practice on Altmore Avenue in East Ham

 It serves 10,957 patients  Staff

3 female GP’s and 3 male GP’s Health Care Assistant and Practice Nurse Practice manager and Deputy Practice manager Finance Officer and Pharmacist 13 Admin including 8 Reception staff

Wordsworth Patient Participation Group

Wordsworth have an established PPG group who attend bi-monthly meetings, usually in the second week:

 8 patients (PPG members)  1 GP  1 Staff champion (Practice manager)

We meet in the boardroom from 5.45pm for a 6pm start, usually for an hour. We have tea, coffee and lots to eat 

PPG – What we discuss in meetings

 The PPG Agenda consists of:

 Minutes of the last meeting; ONLY corrections with view to agree  Verbal report from Doctor and Staff representative:

Staff movement and Update on on-going practice projects

 Patient feedback

Patient suggestions and Friends & Family Test findings

 AOB: New items, comments and suggestions.  Date of next meeting

How to be a ‘pro-active’ PPG

 We are volunteer patients who work in partnership with practice

staff and GP’s to improve on the overall patient experience

 We aim to facilitate dialogue with the whole patient population

through Friends & Family Tests and surveys

 We need to turn ‘a complaint into an action point’ to improve on

the matter

 Collectively, we strive to reduce costs, improve services, use

resources more efficiently…but at times, the meeting content can be repetitive IF PPG members ARE NOT pro-active… So how do we drive forward to make long-lasting positive changes….

Our PPG journey

Issues we faced in our PPG meetings were:

 PPG members were bringing their own/ family patient

experience to the table, reporting on issues

 The same topics were raised over and over for e.g

improving the appointment system, providing translating/ interpreting services and prescriptions

 PPG members not being pro-active to find ways improve

• n the overall patient experience

 Disagreements and communication problems between

PPG members

What the PPG recognised

The Secretary/ Public Relations person recognised that in

• rder for PPG to serve it’s purpose, the fundamentals had

to be highlighted:

 PPG communication needed to improve/ boundaries set 

Action points were essential to allow for pro-active PPG work

 Patient engagement was key

The GP’s and Practice manager brought more to the meetings in terms of projects to work on, as per the findings of the CQC report

PPG Solutions & Projects

 The PPG Public Relations person did some research on what

• ther practices do for patient engagement and how to

improve PPG communication Solutions…? PPG Handbook with 10 Ground Rules Newsletter – produced by the PPG for the practice (information/ news/ events)

 The GP’s and Practice manager brought the CQC findings to

the PPG meeting, following a visit and PPG representative interview. The PPG were asked to find ways to work on the CQC ‘caring’ improvement point Solutions…? PPG Public Relations person researched and invited Community service providers to meetings as guest speakers to collectively work with the surgery and utilise services/ resources available to the surgery community

PPG work carried out 2017-18

What happened next… Guest speakers from Newham Carers Network and the Community Neighbourhood officer for Manor Park were invited to a few meetings Outcome Proposals on community networking with the surgery were made and followed through in partnership with the practice Improvements ‘Frequent flyers’ were identified as those who visit the GP as the patient is lonely and isolated. Referral system in place for patient to engage with community neighbourhood activities for well being. Activities were brought in to the surgery – namely Chair-based Pilates every morning

PPG going further and beyond

Fundraising featured in surgery newsletter and Newham Recorder Family Fun day on 30th June 2018

 A project was launched by the GP partners to raise the profile of an

• ngoing issue in Newham – homelessness.

 The GPs asked the PPG to organise and run a Family Fun day event to raise

funds as well as embarking on community cohesion.

 Community Neighbourhood officers were invited in which then spiralled on

to the Safer Neighbourhood Police and local councillor involvement.

 After 6 weeks of meeting every Monday, the actual day went well and we

raised over £1,300 for Hope4Newham homeless charity in Newham. 246 people from the local community attended.

PPG & Surgery nominated for Primary Care Oscar awards

The first Primary Care celebration event was on 7th September 2018 at the West Ham stadium. Wordsworth were put forward for nomination awards….we won 4 out of 8 awards!!! This reflects the hard work and dedication staff and PPG members have put in to provide the best service for Wordsworth patients. Awards

 Practice responding to service user requests award  Recognising contribution of service users award - Emel Islek

PPG

 Practice with most Quality Improvement award  Practice Staff Leadership award - Saadet Sangha Practice

manager

To summarise, the PPG has shown what it can achieve with collaborative working to improve on the ‘caring’ aspect for the surgery – a task set by the CQC and a starting point to embark

• n small projects and strive forward with reaching out to the

community neighbourhood centre for support.

• Community Neighbourhood officer and Newham Carer Network

collaborative working and centre based activities (Chair based Pilates)

• Referral system in place for ‘frequent flyers’
• Newsletter celebrating upcoming practice and community well-being

events, news and information ready to hand

• PPG/ surgery worked to improve the appointment system,

shortening the telephone welcome message and options, communicating how reception triage works, reception training and DNA (Did Not Attend) numbers overall reduction seen

Any questions?