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 on the overall patient experience Disagreements and communication problems between PPG members
What the PPG recognised The Secretary/ Public Relations person recognised that in order 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 other 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 30 th June 2018 A project was launched by the GP partners to raise the profile of an ongoing 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 7 th 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 on 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
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