Seisdon District Patient Group

8 October 2015 from 10.30am - 12.30pm Committee Room 2, South Council Offices,

Present: Name of attendee Job title Initials Helene Elder Warstone’s Health Centre HE Jenny Robinson Moss Grove Surgery JR Lin Hingley Chair and Moss Grove Patient Representative LH Janet Aldridge Gravel Hill Surgery Patient Representative JA Ruth Morris Russell House Patient Representative RM Sandra Wilks Russell House Patient Representative SW Iris Fieldhouse Bilbrook Medical Centre IF Penny Allen Tamar Medical Centre, PA Liz Gilson Tamar Medical Centre, Perton LG

In Attendance: Fleur Fernando Engagement and Partnership Manager FF Sherry Samaan Administrator SS Mark Jenkinson District Public Health Development Officer, South MJ Staffordshire Council

ACTION 1. Apologies/Declarations of interest

Apologies: Pat Roberts gave her apologies for not attending the Patient District Group future meetings. This is due to the start-up of the Patient Participation Group at Russell House Practice. LH on behalf of members thanked PR for her contribution to the meetings.

The Committee were asked to declare any conflicts of interest that may arise as a result of items on the agenda, none were declared.

The meeting was agreed as Quorate.

2. The Good Life MJ gave a brief update on The Good Life South Staffordshire website that was re-launched in July 2015. The website has a community directory, which raises awareness of what is available for people in South Staffordshire, particularly in terms of health and wellbeing, activities, clubs, housing and debt advice.

Key points: o The Good Life connects families within the Local Community, so that everyone is aware of what is available to them. 1

o They have created a recognisable brand to ensure people know where to go when they need information. o The site includes activities and actions: what everybody can do to help ourselves and the communication in South Staffordshire. o The Good Life South Staffordshire website supports South Staffordshire Council’s ethos of connecting communities and allows residents to easily find what is available to them within the District.

A discussion took place about the accessibility of the website and some ideas were suggested to help improve the navigation process. It was noted that there is a number for The Good Life, which people can call to access information. This is particularly useful for because of the high ageing population within South Staffordshire and not everyone having access to the internet.

MJ noted that there are plenty of opportunities in the District and encouraged members to visit the website www.southstaffordshire.thegoodlife.uk.net, spread the word and start living The Good life.

3. Minutes of the Previous Meeting held on the 29 July 2015

The Minutes of the meeting held on 29 July were agreed as a true and accurate record.

4. Feedback from PPGs including patient stories

Members asked AH to give a brief summary of her background in the NHS. AH stated that she has 25 years of experience in health service management i.e. hospital services, community services, metal health and learning disabilities. She was a Chief Executive of a Primary Care Trust and a Mental Health and Learning Disability Trust. She also was the Chief Executive of a Primary Care Group in Seisdon Peninsula from 1997-2001 and worked closely with South Staffordshire Council.

PPGs feedback Moss Grove Surgery Kinver – Jenny Robinson  JR noted that they are currently organising a ‘Healthy living, healthy life’ open day from 9am-12pm on 7th November. The event will target the elderly population (late 60s to early 70s). The day will include short talks and there will

be displays on the available services, such as FALL and Age UK.

 The aim of the day is to engage people who do not visit the surgery regularly and promote ideas for maintaining a healthy life, such as general exercise.

Gravel Hill Surgery – Janet Aldridge  Looked at the friends and family test results carried by the surgery. An overall monthly report is being produced, but the report does not show the percentage of people completing the test and does not include a named GP. It was thought that the test result is not a true reflection of the surgery services, but it might be more beneficial if it had a named doctor on to it.  Had a discussion with regard to releasing more online surgery appointments, which proved to be popular with working patients.  A presentation was given about the Staffordshire & Cancer

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Advocacy & Support Project. The project began in 2011 as a collaboration between Older People’s Advocacy Alliance and Macmillan Cancer Support. It is now being offered by the Beth Johnson Foundation across the whole of Staffordshire, Stoke on Trent and Wolverhampton.  Flu clinics: 3 drop-in flu clinics are running on Saturdays. Eligible patients have been sent appointments and are offered the vaccine when attending the practice for other reasons.  A letter was sent to eligible patients about the shingles vaccine.  Re-launching a medicine waste campaign for display in the practice waiting room. At the last board display it was highlighted how many extra district nurses the medicine wasted could have funded.

Russell House Surgery– Ruth Morris  Fairly new PPG, had three meetings so far. Dr Due Williams, Senior Partner has attended all of the meetings.  Moving forward, it was agreed to schedule PPG meetings every six weeks.  Currently have eight PPG members, trying to encourage more young people to join.  Looking at setting the ‘Terms of Reference’ for the group, a draft been circulated awaiting approval.  Looking at compiling a surgery questionnaire.  Considering producing a newsletter, to include information about the PPG plan and any new doctors that join. FF suggested linking to SES&SP CCG’s patient newsletter, called Patient Insight, and sharing information of interest with the district.  Suggested that Heath Visitors and Practice Nurses could encourage younger people to join the PPG.  Flu vaccination started back in September, have done 1336 vaccinations to date for the qualifying older people. Some of those have been done by the practice nurses. Looking at vaccinating the staff, then 2-4 years olds.  A new calling in system with a screen has been set up.  The Stay Well brochure has been shared with the PPG members.  A flyer was shared around Compton Hospice ‘Will Month’, a selection of local solicitors/Will writers are pledging a donation to Compton Hospice for each will written between 1st and 30th November 2015.  Two new doctors have joined the surgery, Dr. Sukhdip Johal and Dr. Claire.

Bilbrook Medical Centre – Iris Fieldhouse  PPG meeting will be held in a few weeks’ time.  Flu jabs are taking place on Saturdays or during the week through pre booked appointments.

Tamar Medical Centre, Perton – Liz Gilson  A new doctor has started and is working three times a week.  Flu clinics have been done through two scheduled Saturdays.  Agreed to have a presentation about the available physiotherapy services at the next meeting.

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 Agreed to develop a tailored questionnaire for their surgery in January, this will ensure questions are more applicable and relevant.  Had funding for the over 65 screening. Eligible patients have been contacted for appointments.

Patient Stories Russell House Surgery – Ruth Morris RM shared her friend’s story around inaccurate dispensing of drugs. RM’s friend is on warfarin. Two months ago she was prescribed a year’s supply of warfarin in the form of 100 (1mg) 100(2mg) 100 (3mg) and 100 (5mg) doses. She is currently on 3mg dosage as her condition has been stable. AH advised reporting the incident and noted that it could be down to the practice sending the wrong information or the pharmacy dispensing the wrong medication. FF asked RM to try and encourage her friend to write a formal letter about the incident and address it to the CCG for further escalation. This will also be raised internally.

On that note, HE pointed out that she had couple of incidents where the pharmacists gave her capsules rather than tablets. HE explained that she takes half of the medication dose, so she can only take her medication in the form of tablets.

Members have raised their concern about these issues and agreed that these incidents need to be reported for investigation to avoid them happening again.

SW noted older patients can find it a bit confusing when they are prescribed different unbranded medication each time they collect a prescription. SW is aware that this is down to the cost of medication but unifying it would be helpful.

SW updated members that there is a STAY WELL ‘Think Pharmacy First’ scheme currently being run in , Wolverhampton, Sandwell and parts of as well as some areas of Nottingham , Staffordshire, and parts of Coventry and Warwickshire. It is targeting patients who get their prescriptions free of charge, encouraging them to visit their pharmacist first if they are feeling unwell. Pharmacists can give them advice and treat a range of common ailments without the need for a doctor’s appointment. Members raised their concern around the effectiveness of such scheme and what regulations are set to stop people from abusing the scheme.

Gravel Hill Surgery – Janet Aldridge District Nurses do not have spare catheters so they are calling A&E/999 to get a paramedic to change them.  JA shared a patient story that involves good and bad experience. The patient has been seen in the QE for one type of cancer. They found on one of the scans he developed lung cancer and needed part of their lung removed. The patient lived 20 minutes from New Cross Hospital but the cancer treatment had to be done at Birmingham because it was so rare. However, he was told they could transfer him over to New Cross and the Macmillan nurse at New Cross ensured that the transfer went over smoothly.  He was seen by a consultant within 4 days at New Cross, his admission was arranged and he had the operation. The patient had already got some prostate problems; during his stay in there he needed a catheter fitting. When he came home he still had the catheter and a drain from his chest. He was discharged on

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a Thursday and was told they would call him on the Friday with an appointment to get his drain removed and his dressing checked. He was also told that he would receive a call to see urologist the following Tuesday.  He had his appointment to get his drain removed/dressing checked but no appointments from the urology clinic. On Monday afternoon, JA suggested ringing the hospital on his behalf to find out what was happening. Unfortunately, when she rang it appeared that nobody knew anything about him seeing an urologist or having a catheter fitted. The nurse spoke to the urology department and confirmed he is not on their waiting list.  The patient rang his GP who agreed to refer him, however, the following morning he had a delivery of catheter bags, so it seems that somebody knew about his case.  A few days later he had a problem with the catheter, so he rang the doctor who arranged for district nurse to pay him a visit. The district nurse went in, however since there was no spare catheter in the house (the catheter bag he received earlier had not catheters with it) they couldn’t change it.  The district nurse rang an ambulance to take him to A&E at 4pm, the estimated waiting time was 4 hours. The nurse advised him to call 999 if the ambulance didn’t come within the 4 hours, which he did.  After the 4 hours already gone waiting for the A&E, at 8pm a paramedic has arrived. The paramedic was horrified and noted that this was his third catheter to change that day and he still had two more to do. The patient was going to put in a complaint but it was 9pm before the paramedic left, and the patient felt it was too late in the day to put in a complaint. Members queried if district nurses have catheters of which JA replied no, they do not carry spares. The district nurse can go to the GP and ask for a prescription to go to the chemist to get one. JA told the group that currently it all happens though a firm, so the hospital arranges with a company for catheters/bags to be delivered to the patients house. Once a month the company rings the patient querying how many catheters/bags he needs. Members noted that this system could work with comprehensive patients but not elderly ones.  Overall, the hospital treatment went extremely well except for the stress and confusion caused by the issues with the catheters. JA mentioned that the couple will not complain.

Bilbrook Medical Centre – Iris Fieldhouse High number of cancelled/postponed outpatient appointments at New Cross Hospital. IF shared her personal gynaecology appointment experience with New Cross Hospital. Unfortunately the hospital kept postponing/cancelling her appointment. After cancelling her appointment 3 successive times, IF decided to go private and saw the same consultant in two days. It was noted that she did not breach the 18 weeks. Members witnessed some various incidents where appointments have been cancelled /postponed with no prior arrangement.

A discussion took place about hospitals cancelling/rescheduling patient appointments and how this affects patients from a health and social prospective. It was noted that the limited number of surgeon clinics is one of the main reasons behind that. 5

HE noted that for the past seven years she has been having a year in advance appointments at a clinic in London and she has never had a cancellation or rescheduling.

Tamar Medical Centre, Perton – Penny Allen Good Experience of Cardiac Rehab PA shared a friend’s story from Lake side surgery. The patient had a very successful experience thanks to New Cross Heart Department. He had been seen in the emergency clinic and he had very good care from them. He was also very complimentary about the heart department in New Cross and the aftercare rehab clinic for building his strength back up. He was very surprised that there are some people who are not taking up this clinic and are too frail to exercise.

Russell House Surgery – Ruth Morris RM shared her good experience with members. She went to her GP with a lump under her arm. She had blood tests and booked an appoint to see the GP again in two weeks. It was a double appointment as she also had problems with her knees. The GP referred her to a breast clinic and was sent for an X ray as well. Tuesday afternoon, New Cross rang asking her to attend the clinic on Thursday morning, which she did. RM noted that on that day she went for the clinic she saw the specialist, had a monogram and an ultrasound, then went back to the specialist who confirmed that everything was fine. On the Monday, there was a letter asking her to go to the surgery to discuss the X Rays, which she did on the Tuesday of that week. She also had her knees injections that week. RM noted that her next door neighbour went with a cyst in her breast and had the same good experience.

5. Feedback from Patient Council Meeting

JA updated as below:

 The CCG has made some changes at senior level. Accountable Officer Rita Symons has been seconded to Staffordshire transformation project, ‘Together We’re Better’ as Transformation Director. Andy Donald, Accountable Officer for and Surrounds and Chase CCGs, has been seconded to the CCG to take Rita’s place and is now the Accountable Officer for all three CCGs.  Vicki Graham from the Urgent care team gave a presentation on the NHS111 service.  Mark Docherty, Director of Nursing Quality & Clinical Commissioning/West Ambulance Service (WMAS) gave a brief presentation on the WMAS service.  The Joint Quality Committee came in to being in October 2014 and gave assurance that quality surveillance is closely monitored.  Healthwatch became a permanent member of the Joint Quality Committee last September. This has improved the link between both CCGs’ quality requirements and Healthwatch.  KL, South Staffordshire Network for Mental Health presented a summary of the Young Voices report, members had a thorough discussion about the report. KL urged members to view the detailed report on their website.

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6. Any other business

AGM: FF gave an update on the SES&SP CCG Annual General Meeting (AGM), which was held in on the 29 September 2015. The meeting was well attended by members of the public and partners. It started with a marketplace with stands from partner organisations. Presentations included the year in review, the forward view and annual accounts, and there was an opportunity to ask questions. FF circulated copies of the Annual Report Summary to members.

Let’s Talk About Health events feedback:  FF expressed her disappointment with the number of public attendance at Civic Centre event.  On a positive side, there were interesting discussions throughout the events and people had the chance to feedback online.  JA mentioned that one of her PPG group members attended the Codsall event and thought it was excellent.  FF suggested that going forward, SES&SP CCG may hold two events in each area then targeted visits to certain groups such as diabetic groups etc.  FF also updated that on the back of the public Let’s Talk About Health events, she was asked by SSOTP to deliver the Let’s Talk About Health presentation to the Community Nurses on 5 October. The aim was for the nurses to have an understanding about the events and provide them with an opportunity to answer the questions themselves.  A feedback report will be produced from all the Let’s Talk About Health events, which will be shared with the group.

Engagement Network for Young People: FF updated that there is an engagement network has been formed, which is made up of members who work with young people in Staffordshire. They will be looking at who is working with young people, what questions and messages young people are getting, so they can be linked together. FF highlighted the importance of communicating with young people through social media, such as Twitter, to attain their interest and engagement.

Future agenda topics:  Healthwatch update  Stay well, script switch  Clinical prioritisation.

Wolverhampton Credit Union are extending their patch into the Perton area. They offer debt advice and arrange people’s debts so they can be repaid.

Staffordshire carers Hub; Concerns have been raised about what is happening with the service provision for the Carers Hub. To present, there is no clarity around the new service and how it is moving forward. FF noted that the matter has been raised at the Patient Council and they are being invited to a future patient council meeting.

7. Date and Time of Next Meeting The next meeting will be held on 3rd December 15 from 10.30am-12.30pm, Council Chambers, South Staffordshire Council Offices, Codsall. 7

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