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Noticeboard

Have you booked your flu jab yet? Please enquire at Reception for further details.

 Changes to ordering your Prescription You are no longer able to ask the pharmacy to order for you but you can still collect your prescription from the pharmacy of your choice, via the Electronic Prescribing Service. You must order directly from the Practice. You can order by phone 9.30 -11.30  and 13.30-15.30 each day, order online or report in person to reception. Further details from reception.

Support for Carers. Carers link here at the practice every first and third Wed. Appointments and Drop in facility .Ring 03456887113 for details.

Appointments

GP appointments can be booked up to 6 weeks in advance.Please use our text reminding service for appointments.

Cancelling your Appointment
If you are unable to attend an appointment with one of the doctors or nurses, please telephone or use the link at the bottom of this page to cancel your appointment.

Out of Hours
To contact a doctor out of hours ring 01706 253300. Your call will be automatically transferred to an NHS Direct receptionist who will take basic details and then transfer you to a triage nurse. Wherever possible your enquiry will be dealt with over the phone and you will be encouraged to see your own doctor or nurse during normal surgery hours.

Year Report 2016 /17 & Action Plan

Waterfoot Patient Reference Group (WPRG)

Report and Action Plan March 2016/17

 

Our Patient Participation Group (WPRG) is represented by eight patients from a cross section of backgrounds and is attended and supported by a GP representative and the practice’s Strategic Director.

The Group is publicised on our website, through Facebook and Twitter as well as by word of mouth and reception displays. We aim to disseminate information as widely as possible to attract interest from all sectors, including minority groups, of the community.

We administer a ‘Virtual WPRG Facebook Group’ which has 25 Members and a Facebook Community ‘Open’ Information Page which is liked by 108 members of the Public.

Our WPRG Twitter Account has 135 dedicated followers but our ‘Awareness’ Posts are ‘Retweeted’ to over 23000 by using #Rossendale.

The WPRG was launched in November 2011, constituted from an adaptation of a national patient model, and meets on a Quarterly basis. It acts as a ‘Steering Group’ for many initiatives and one of its main actions was to review the annual patient survey and provide feedback for the practice.

As from the 1st of January 2015 the survey has been replaced by the Family and Friends (FFT) Reporting System that gives all patients the opportunity to provide continuous, near real-time feedback about their experience of the NHS care and treatment they have just received when visiting their GP Practice. The FFT question asks people if they would recommend the services they have used and offers a range of responses and the opportunity for free-text comments. It provides a mechanism to highlight both good and poor patient experience.

The Guidelines state “The real strength of the FFT lies in the free text follow up questions that are attached to the initial question, and a rich source of patient views can be used locally to highlight and address concerns much faster than traditional survey methods. We hope practices will get a reasonable number of responses that will help them to identify areas where they could make improvements to their services. We want practices to focus on this aspect of the FFT rather than the numbers.”

 

 

The results have been considered in relation to the previous year’s action plan and used to identify areas for development which will be the focus of future updated action plans.

 

The Action Plan:

The Action Plan is under continual review throughout each of the meetings during the year and updated formally around March each year on the website and feedback provided through all the communication channels currently available.

  • Improving representation on the patient forum

The Group strives to be more representative of all age groups, particularly the younger patient cohort, and recognises that attending meetings is not suited to many of its patients. Progress has been made by using Social Media through which an ‘Open to the Public’ information page has been set up on Facebook named the ‘Waterfoot Patients Participation Group’ along with a ‘Closed Group Members Only’ page called ‘Waterfoot Patients Reference Group Members’ where Registered Patients can communicate in confidence. WPRG has also been set up to communicate through ‘Twitter’ on the suggestion of one of the new younger members of the Steering Group, but the Group still feels there is much more work to do on communications.

Two of our members attended an East Lancashire CCG Patient Partners Board Workshop where Patient Participation Group Members from each of the Five Localities shared ideas and Best Practice to improve support and look at ways of increasing numbers.

Discussions have taken place with a local High School with the intention of setting up ‘Student Health Councils’ to engage our next generation of Rossendale Citizens.

Nominated Leads: Strategic Director & Chair of the WPRG.

Target date: Continuing improvement throughout 2017/8.

 

  • Continue to improve the quality of receptionists’ service to patients.

Much work has been done in this area particularly in the NVQ Training. The Practice is looking forward to the recommendations that will emerge from the current review and development of Access to Primary Care Services as the need for ‘Specific Health Related Training’ as been identified as a need at an East Lancashire Level. This should help receptionists to signpost Patients to the right level of service at the right time and in the right place.

Nominated Lead: Team comprising Office Manager, Strategic Director, GPs.

Target Date: Review Dec 2017

Key issues identified re: core areas where complaints have arisen. Information training needed for all so that patients can be signposted and provided with appropriate information leaflets. Request for records information has been revised and new updates now available.

All receptionists now do annual on line training in core areas of information governance, safeguarding and health and safety issues.

 

.

  • Improving Internet access and appointments

A number of issues have now been resolved and Internet access for appointments and repeat prescriptions are operational. The Patients Group are piloting a scheme for patients’ access to medical record which it is hoped to make more widely available to diabetic patients. The issues relating to links to the EMIS Website also appear to have been resolved and the WPRG will try to help further Patients who are interested in having access to their records.

There have been problems with the Prescription Electronic Transfer Systems introduced at the end of 2015 but these appear to be ‘Teething Problems’ by the Pharmacies converting from the ‘Paper Process’. The Strategic Director is glad to report that there has been a major improvement in the service. This will be helped by a new prescription service in liaison with CCG Pharmacy team is due to go live on the 8th May 2017. Anne Bentley spoke to the Forum on the 7th March to discuss the new service. Prescriptions will now have to be ordered directly from the GP Practice. Once approved prescriptions will be sent electronically to the patient’s nominated pharmacy using EPS.

‘Wi-Fi’ facilities are now operational in the reception area of the Health Centre to enable ‘Tablet/iPad presentations’ to improve communications.

Nominated Leads: Team comprising Senior Partner, Patient Group Representatives & Strategic Director.

Target Date: Summer 2016 Achieved New service Summer 2017

 

  • Identify and Improve Provision for Vulnerable Groups

This is an ongoing programme which is under continual review. An open day for patients with learning disabilities proved to be extremely successful and will be used as a platform on which to build further events. Three Wooden Planters have been acquired to specified design specifications for wheelchair access to involve all patients interested in their maintenance and to help in the Education of Healthy Eating Initiatives.

A patient has agreed to be head gardener in a voluntary capacity.

The Patients Group also has representation on Military Veterans Groups ensuring two-way communications to help and support this vulnerable Group and their Families.

A new area which has come to the fore is providing services for Asylum seekers. The information literature which Irwell have piloted will be considered as well as input from other relevant services.

The WPRG has a Steering Group member on the Dementia Friendly Rossendale (DFR) initiative that has undertaken Dementia Champion Training and with the help of the Waterfoot Patients Panel has pledged:

  • To engage with Rossendale GPs throughout the PPG networks and work closely with them to establish how they would wish to be supported by Dementia Friendly Rossendale.
  • To devise a universal model (agreed with GPs) that would capture a baseline of information that could be built upon by GPs to facilitate the social prescribing to an individual patient (and their families and carers) diagnosed with dementia.
  • To ensure that this is consistently applied and made available to all patients across the Rossendale GP practices.

Ultimately we believe the Waterfoot PPG can help Rossendale Patients to live better with Dementia and the DFR is now a ‘Standing Agenda Item’ for ongoing development to be discussed to allow members to raise awareness. A Dementia Awareness Session for Staff was held mid-April 2016 . This proved to be very successful.

The PPG has asked if an analysis could be made of Patients with Autism, Hearing and Sight impairments, or Patients acting as Carers, to see if the Group can provide additional support in those areas in the coming year.

During the PPG Awareness Week in June 2017, with the help and support from the East Lancs CCG Patient Partners Board, a focus will be made in spreading awareness about Diabetes.

Nominated Leads: Team comprising Patients Group, Nurse Practitioner & Office Manager.

Target Date: Ongoing Review.

 

  • Develop Community Links

The Waterfoot PPG has taken a Lead in the forming of a ‘Rossendale PPG Network’ sharing Issues and Information and Best Practice with the eight other GP Practices in Rossendale. Primary and High School links continue to strengthen with work regularly on display and visits from Pupils. It is hoped to establish strong foundations through the Rossendale Network through the coming year.

We also have a representative on the Rossendale Locality CCG Steering Group and had representation on the East Lancs CCG Co-production group for Improving Access to Primary Care Services.

The involvement at East Lancashire CCG level has resulted in invitations to share Best Practice in the Burnley and Ribble Localities in respect of every day PPG issues and resolutions. These links are now embedded by our representation on the East Lancs CCG Patient Partnership Board and our involvement has resulted in our PPG Chair receiving the Patient Representative of the Year in March 2016 for the East Lancashire CCG Staff Excellence Awards 2015.

 

The involvement in the DFR Steering Group has led to a much wider community links throughout the whole of Rossendale such as Business & Commerce, Education, Health and many Public Agencies.

Nominated Leads: Team comprising Practice Staff and the Patients Group

Target Date: Ongoing review.

 

  • Development of a quarterly Practice NewsletterThe practice has agreed to monitor and contribute to this development and input appropriate news where applicable especially in view that our current chair will be standing down from this responsibility.

  1. This initiative has at last come to fruition through the lobbying and support of the East Lancs CCG and our involvement on the EL CCG Patient Partnership Board. Together we ‘Piloted’ a quarterly ‘double-sided’ newsletter template which now has been adopted by the other Rossendale Practices. It has now been extended to the other East Lancs Localities and gives news from the East Lancs CCG, each of the Localities and allows individual GP Practices to add their own information before publication.

Nominated Leads: Chair of the Patients Group, ELCCG Communications and the Waterfoot Strategic Director.

 

  • Develop Self-care, Own Condition Management & Sharing Best Practice

We have been actively involved in the development of the REAL Community Directory for Rossendale that went live 26th of February 2016 and information is being added quite regularly especially on the Patient Partners Section designed from our suggestions – you can follow the link to the Patient Participation Groups on the Home Page at http://www.realtd.co.uk  for ‘Information & Resources’ or try this direct link http://www.realtd.co.uk/ppg-network/  which will take you to the PPG Network Page.

The directory is a resource for Clinicians, Organisations and the Public at large to find activities and support available in Health-related matters to aid the ‘Social Prescribing’ Agenda.

Our PPG is continuing to add information to the Directory Pages for the sharing of Best Practice within Rossendale and intends to build up Self-care and Condition Management Information to support ourselves as well as reducing the pressures on our General Practitioners.

The Directory has been so successful that other Localities are looking to replicate a version for districts.

 

 

 

 

Ronnie Barker – Chair

 

Next Patients' Group meeting Tues 7th March 2017 Health Ed Room.18.00    All welcome

Our Patient Reference Group (PRG) /Parients Forum includes six patient representatives from a cross section of backgrounds including  industry and the public sector, a GP representative, a member of the reception team and the practice’s Strategic Director. These representatives are people who had previously expressed an interest in forming such a group and the intention is that they will form the nucleus of a larger group to be developed.Meetings are held every eight weeks.

We are always looking for new members to join us.Please see our Facebook Link for details or contact John Doherty at the Practice if interested.

We are currently in the process of setting up an online patients' forum.

You can  read the full detail the group's annual reports(please note that you can read the latest March 2016 report once approval has been granted at the Tues 5th April meeting).The results of the ongoing Friends and Family tests will now be reported at all meetings and recommendations considered when necessary.

Waterfoot Revised Action Plan March 2016

 

Patient Participation Group

Waterfoot Patient Reference Group (WPRG)

Report and Action Plan March 2015/16

 

Our Patient Participation Group (WPRG) is represented by eightpatients from a cross section of backgrounds and is attended and supported by a GP representative and the practice’s Strategic Director.

The Group is publicised on our website, through Facebook and Twitter as well as by word of mouth and reception displays. We aim to disseminate information as widely as possible to attract interest from all sectors, including minority groups, of the community.

The group was launched in November 2011, constituted from an adaptation of a national patient model, and meets on a regular basis every eight weeks. It acts as a ‘Steering Group’ for many initiatives and one of its main actions was to review the annual patient survey and provide feedback for the practice.

As from the 1st of January 2015 the survey has been replaced by the Family and Friends (FFT) Reporting System that gives all patients the opportunity to provide continuous, near real-time feedback about their experience of the NHS care and treatment they have just received when visiting their GP Practice. The FFT question asks people if they would recommend the services they have used and offers a range of responses and the opportunity for free-text comments. It provides a mechanism to highlight both good and poor patient experience.

The Guidelines state “The real strength of the FFT lies in the free text follow up questions that are attached to the initial question, and a rich source of patient views can be used locally to highlight and address concerns much faster than traditional survey methods. We hope practices will get a reasonable number of responses that will help them to identify areas where they could make improvements to their services. We want practices to focus on this aspect of the FFT rather than the numbers.”

 

 

The results will be considered in relation to the previous year’s action plan and used to identify areas for development. These will then be the focus of future updated action plans.

 

The Action Plan:

The Action Plan is under continual review throughout each of the meetings during the year and updated formally around March each year on the website and feedback provided through all the communication channels currently available.

  1. Improving representation on the patient forum

The Group strives to be more representative of all age groups, particularly the younger patient cohort, and recognises that attending meetings is not suited to many of its patients. Progress has been made by using Social Media through which an information page has been set up on Facebook named the ‘Waterfoot Patients Participation Group’ along with a ‘Members Only’ page called ‘Waterfoot Patients Reference Group Members’ where Registered Patients can communicate in confidence. WPRG has also been set up to communicate through ‘Twitter’ on the suggestion of one of the new younger members of the Steering Group, but the Group still feels there is much more work to do on communications.

Nominated Leads: Strategic Director & Chair of the WPRG.

Target date: Continuing improvement throughout 2015/6.

 

  1. Continue to improve the quality of receptionists’ service to patients

Much work has been done in this area particularly in the NVQ Training. The Practice is looking forward to the recommendations that will emerge from the current review and development of Access to Primary Care Services as the need for ‘Specific Health Related Training’ as been identified as a need at an East Lancashire Level. This should help receptionists to signpost Patients to the right level of service at the right time and in the right place.

Nominated Lead: Team comprising Office Manager, Strategic Director, GPs.

Target Date: Review Dec 2015

  1. Improving Internet access and appointments

A number of issues have now been resolved and Internet access for appointments and repeat prescriptions are operational. The Patients Group are piloting a scheme for patients’ access to medical record which it is hoped to make more widely available. The issues relating to links to the EMIS Website also appear to have been resolved and the WPRG will try to help further Patients who are interested in having access to their records.

Consideration is to be given to the provision of ‘Wi-Fi’ facilities in the reception area of the Health Centre to enable ‘Tablet/iPad presentations’ to improve communications.

Nominated Leads: Team comprising Senior Partner, Patient Group Representatives & Strategic Director.

Target Date: Review Dec 2015

 

  1. Identify and Improve Provision for Vulnerable Groups

This is an ongoing programme which is under continual review. An open day has taken place for patients with learning disabilities which proved to be extremely successful and will be used as a platform on which to build further events. Three Wooden Planters have been acquired to specified design specifications for wheelchair access to involve all patients interested in their maintenance and to help in the Education of Healthy Eating Initiatives. The Patients Group also has representation on Military Veterans Groups ensuring two-way communications to help and support this vulnerable Group and their Families.

The WPRG has a Steering Group member on the Dementia Friendly Rossendale (DFR) initiative that has undertaken Dementia Champion Training and with the help of the Waterfoot Patients Panel has pledged:

  • To engage with Rossendale GPs throughout the PPG networks and work closely with them to establish how they would wish to be supported by Dementia Friendly Rossendale.
  • To devise a universal model (agreed with GPs) that would capture a baseline of information that could be built upon by GPs to facilitate the social prescribing to an individual patient (and their families and carers) diagnosed with dementia.
  • To ensure that this is consistently applied and made available to all patients across the Rossendale GP practices.

Ultimately we believe the Waterfoot PPG can help Rossendale Patients to live better with Dementia and the DFR is now a ‘Standing Agenda Item’ for ongoing development to be discussed to allow members to raise awareness.

Nominated Leads: Team comprising Patients Group, Nurse Practitioner & Office Manager.

Target Date: Ongoing Review.

  1. Develop Community Links

The Waterfoot PPG has taken a Lead in the forming of a ‘Rossendale PPG Network’ sharing Issues and Information and Best Practice with the nine other GP Practices in Rossendale. Primary and High School links continue to strengthen with work regularly on display and visits from Pupils. It is hoped to establish strong foundations through the Rossendale Network through the coming year.

We also have a representative on the Rossendale Locality CCG Steering Group and have representation on the East Lancs CCG Co-production group for Improving Access to Primary Care Services.

The involvement at East Lancashire CCG level as resulted in invitations to share Best Practice in the Burnley and Ribble Localities in respect of every day PPG issues and resolutions.

The involvement in the DFR Steering Group has led to a much wider community links throughout the whole of Rossendale such as Business & Commerce, Education, Health and many Public Agencies.

Nominated Leads: Team comprising Practice Staff and the Patients Group

Target Date: Ongoing review.

 

  1. Development of a quarterly Practice Newsletter

This initiative has been ‘on hold’ whilst the Social Media communications initiatives were explored but remains a priority for 2015/6 for those Patients not having access to the Internet. It was agreed to try to produce a tri-folded A4 Newsletter as a start to gauge interest.

Nominated Lead and Target Dates to be set by the Patients Group and the Practice Staff.

Waterfoot Patient Reference Group (WPRG)

Report and Action Plan March 2014

Our Patient Participation Group (WPRG) includes six patient representatives from a cross section of backgrounds and is attended and supported by a GP representative and the practice’s Strategic Director.

The Group is publicised on our website, through Facebook and Twitter as well as by word of mouth and reception displays. We aim to disseminate information as widely as possible to attract interest from all sectors, including minority groups, of the community.

The group was launched in November 2011, constituted from an adaptation of a national patient model, and meets on a regular basis every eight weeks. It acts as a ‘Steering Group’ for many initiatives and one of its main actions is to review the annual patient survey and provide feedback for the practice.

It was considered appropriate to use a nationally validated tool for the survey and uses the latest version of GPAQ. The objective of the survey is to identify means of improving the practice and its links with the local community. The results are considered in relation to the previous year’s action plan and are used to identify areas for development. These are then included in the updated action plan.

The Action Plan:

The Action Plan is under continual review throughout each of the meetings during the year and updated formally in March each year on the website and feedback provided through all the communication channels currently available.

1.       Improving representation on the patient forum

The Group strives to be more representative of all age groups, particularly the younger patient cohort, and recognises that attending meetings is not suited to many of its patients. Progress has been made by using Social Media through which an information page has been set up on Facebook named the ‘Waterfoot Patients Participation Group’ along with a ‘Members Only’ the ‘Waterfoot Patients Reference Group Members’ where Registered Patients can communicate in confidence. WPRG has also been set up to communicate through ‘Twitter’ on the suggestion of one of the new younger members of the Steering Group, but the Group still feels there is much more work to do on communications.

Nominated Leads: Strategic Director & Chair of the WPRG.

Target date: Continuing improvement throughout 2014/5.

 

2.       Continue to improve the quality of receptionists’ service to patients

Overall satisfaction in terms of helpfulness has improved to 86% although telephone access still remains an issue. Consideration is being given to external monitoring to allow the situation to be reviewed.

Nominated Lead: Team comprising Office Manager, Strategic Director, GPs.

Target Date: Review Dec 2014

3.       Improving Internet access and appointments

A number of issues have now been resolved and Internet access for appointments and repeat prescriptions are operational. The Patients Group are piloting a scheme for patients’ access to medical record which it is hoped to make more widely available, although some issues have arisen relating to links to the EMIS Website which are under investigation.

Consideration to be given to the provision of ‘WiFi’ facilities in the reception area of the Health Centre to enable ‘Tablet/iPad presentations’ to improve communications.

Nominated Leads: Team comprising Senior Partner, Patient Group Representatives & Strategic Director.

Target Date: Review Dec 2014

4.       Identify and Improve Provision for Vulnerable Groups

This is an ongoing programme which is under continual review. An open day has taken place for patients with learning disabilities which proved to be extremely successful and will be used as a platform on which to build further events. Three Wooden Planters have been acquired to specified design specifications for wheelchair access to involve all patients interested in their maintenance and to help in the Education of Healthy Eating Initiatives. The Patients Group also has representation on Military Veterans Groups ensuring two-way communications to help and support this vulnerable Group and their Families.

Nominated Leads: Team comprising Patients Group, Nurse Practitioner & Office Manager.

Target Date: Ongoing Review.

5.       Develop Community Links

Representatives from the Group attend the Rossendale Community Health Group and have representation on the Rossendale Locality CCG Forum. The Waterfoot PPG has taken a Lead in the forming of a ‘Rossendale PPG Network’ sharing Issues and Information and Best Practice with the nine other GP Practices in Rossendale. Primary and High School links continue to strengthen with work regularly on display and visits from Pupils. It is hoped to establish strong foundations through the Rossendale Network through the coming year.

Nominated Leads: Team comprising Practice Staff and the Patients Group

Target Date: Review Dec14

 

6.       Development of a quarterly Practice Newsletter

This initiative has been ‘on hold’ whilst the Social Media communications initiatives were explored but remains a priority for 2014/5 for those Patients not having access to the Internet.

Nominated Lead and Target Dates to be set by the Patients Group and the Practice Staff.

 

 

Headline figures from the Patients Survey to follow

Full analysis can be seen on the link on the website (to do)

Waterfoot Patient Reference Group (WPRG)

 

 

Waterfoot Patients Survey Headlines March 2014

General Introduction

Over 200 Patients again responded to our GPAQ4 survey and all figures shown are percentages (%), with last year’s comparisons in brackets, in answer to the questions asked.

38 were employed (44) and 30 retired (33), 53 had long standing health conditions (49), 33 were in the 16/44 age group and 33 in the 45/64 with the balance being older or not having declared their age.

Appointments (relating to the Patients that responded to particular questions)

86 found the receptionists helpful (83), 55 found it easy to get through by phone (64), 49 who tried, found it easy to speak to a doctor or nurse (45), 49 who needed to see a GP urgently did so on the same day (56), 87 feel it important to book appointments ahead of time (91), but only 50 found it easy to book ahead (64).

Of those using more than one booking method 21 booked in person (23), 84 by phone (89), 3 online (6) but their preference would have been (again using more than one method): 29 in person (24), 78 by phone (82), 22 online (30).

Seeing a particular doctor quickly

59 saw their chosen doctor within 4 days (82), 56 related this good/excellent (51) and a further 26 as fair (31).

Willing to see any doctor quickly

91 saw a doctor within 4 days (96), 67 rated this to be good/excellent (71) and a further 25 as fair (15).

Seeing Doctors

75 were seen within 20 minutes (75), 55 rated this good/excellent (62) and a further 28 as fair (17).

85 found Opening Times convenient (90) but the number preferring after 6.30pm or Saturday rose to 38 (28), with 59 preferring to see a particular GP (61) of which 43 see their choice a lot or most of the time (53) and 45 some of the time (38)

88 found time given with Doctors to be Good/Very Good (97), 92 felt listened to as Good/Very Good (97)

89 felt Medical Conditions assessed and tests and treatments explained as Good/Very Good (97).

87 felt involved in decisions and arranging treatments as Good/Very Good (94)

95 felt treated politely, considerately and put at ease (96) with 99 having confidence and trust in the GP (100) and ALL felt their Personal Information would be kept confidential.

Seeing Nurses ( No responses of 33 (20) have been removed from figures and percentages recalculated where only a doctor had been seen to avoid distortion of the results recorded)

95 felt the nurses gave enough time (96)

92 felt well listened to by nurses (96)

92 felt tests 7 treatments well explained (96)

92 felt well involved in decisions about their care & treatments (95)

97 were treated with care and concern (96) and all patients had complete confidence and trust in the nurses.

Overall care from Doctors and Nurses

77 felt their Health Problems were very well understood (85)

76 felt the practice helped them to cope with their Health Problems very well and helped them to keep healthy (77)

Overall GP Surgery/Health Centre Experience

81% of Patients who responded to the question described it as Good or Excellent (84) and would recommend it to someone moving into the Local Area.

 

 

Patient Participation Report, March 2012pdfPatient Participation Report 2013

Patient_Reference_Group_2013.pdf

 
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