Westlands Patient Participation Group Minutes

Wednesday 4th September 2014 18:30 to 19:30

Attendees: Mr David Rowles Patient Representative - Chairman Mrs Jill Newby Patient Representative Mr Bob Bloomfield Patient Representative Jackie Dalby Business Manager

Welcome Introductions and Apologies Apologies: Mrs Lisa Fry Patient Representative Mrs. Elizabeth Howkins Patient Representative Mrs Geraldine Smith Patient Representative Mr Reginald Waring Patient Representative Dr D Teodorescu Partner Mrs Amanda Craig Patient Representative Mrs Suman Mathew Patient Representative Mrs Sue Martin Patient Representative – Secretary Amanda Galea Practice Manager

Minutes from previous meeting  The Minutes were agreed

Matters arising from previous minutes  There were no matters arising

Resignations David announced that we have had 2 resignations from the Patient Group. Elizabeth Howkins and Reg Waring. Many thanks to Elizabeth and Reg for your contribution to the PPG. Jackie has had enquiries from 3 patients about joining the PPG one patient being a lady and the other two patients are a gentleman and lady who are a couple.

Practice News 1. Dr Abu Mohammud has joined the Practice as a trainee Doctor. Dr Nash is his mentor 2. The Practice has been nominated for the ‘Best Practice of the Year Award’ in the evening news. The winner will be announced at an awards ceremony next month 3. Dr Teodorescu wife is expecting their second child and is due sometime in October. Dr Teodorescu will be taking 2 weeks paternity leave. The exact date of this is not known. Visibility of his appointments will revert to 3 days during October to allow the Practice flexibility on his clinics. 4. Extended hours. Currently the Practice offers extended hours clinics on Saturday mornings, 2 early morning clinics and 1 late evening clinic per week. Dr Bowd will be swapping her late night clinic to a morning clinic and Dr Teodorescu has offered to run an evening clinic once a week in order to maintain the ‘status quo’. The PPG discussed this. It was felt that early morning clinics were a better option for patient care. If a patient is seen in an early morning clinic and needed ‘in house ‘ investigations e.g. urine sample, blood test, ECG, this could be arranged immediately and results sent off or analysed the same day. However during an evening clinic this cannot happen and the patient would need to come back the following day. Jackie confirmed feedback from the GP’s suggests this happens regularly. It was therefore agreed by the PPG that the evening clinic should be replaced with a morning clinic. The number of sessions will appointments will remain the same. Action - Jackie to advise Dr Teodorescu and NHS England will be advised of this change.

5. Health watch attended the Practice in August. They were thrilled with the level of feedback they gained regarding healthcare by talking to patients in the waiting room. On a separate note they have just issued out results of a telephone survey completed on Practices. We scored 80%. It highlighted that our telephone message did not include our opening hours. Action – Di Moore to review telephone message

6. NHS choices and the latest GP survey were reviewed. It was felt NHS choices is primarily used by patients who are unhappy. The Practice responds to the comment and encourages the patient to make contact to discuss their concerns. Since the last meeting 3 comments have been made. No themes have emerged. One relates to the appointment system, one regarding a Nurse and one positive feedback. The latest GP survey was discussed. Overall the PRG were pleased with the results. The areas of underperformance relate to the waiting time in the Practice for an appointment. The duty service of an ‘attendance time’ being given may influence this.

7. Friends and Family Test. Jackie explained this is being introduced into General Practice in December 2014. It comprises of 1 set question and responses asking if the respondent would recommend the practice to friends and family. One further follow question must be asked that can be determined by the Practice. All patients using our services should have the opportunity to complete this anonymous feedback. The results of the survey will be advertised within the Practice and also feed back to NHS England monthly.

Review of Priority Areas

1. Carers

Jackie confirmed the number of registered carers has increased from 24 to 39. Bob visited 2 local carer organisations Acorn Care Group and Platinum Carers. Both are companies who employ carers locally. Bob explained the role of the Practice with carers and encouraged feedback to the Practice and also promoting the registering of carers within the Practice.

It was agreed that the PPG would attend on flu clinic days to promote carers and identify vulnerable patients who are being brought in for their flu inoculations by another person and see if they should be registered as a carer Action - Flu clinics -27th September Bob and 4th October Jill to attend flu clinic

2. Virtual Group

The email has been set up and we currently have 16 members. The VPPG has a younger demographic and will help ensure that feedback is from a more diverse cross section of the Practice Population. A welcome email has been sent to them. Action - FFT test to be sent to members when launched

3. Communication with Local Communities and friends and family

Portchester Hub

Sue visited Portchester hub. It is the home of Portchester Community Association Hub, which relates to health and Care in the area. They act as a signpost service for members of the public. They have lots of information regarding voluntary groups in the areas.

Feedback from Friends and Family

Telephone message: The message patients receive when they telephone the practice asks them to listen to options and then press the appropriate number for the service they need. The message asks them if they have a ‘life threatening medical emergency’ to press 1 for an appointment. It was felt the wording of this message was inappropriate. Life threatening emergencies should be told to dial 999 Action – Di to review message

Nurse triage – This service is very well received as an alternative to seeing a GP

Prescription phone line – This is a good service but limited to only 2 hours per day. It was noted that general prescription queries can be dealt with by the receptionist and that this 2 hour phone service was not for patients requesting prescriptions over the telephone. Action – Di to review telephone message with a note we do not accept telephone requests for repeat prescriptions

GP telephone consultations are popular.

Text reminder system is well received.

Blood test forms – not always available when you attend for blood test.

Follow up for test results – important patients are clear on what they need to do.

AOB

None Date of next meeting – Wednesday 10th December 6.30 Patient Survey Annual Cycle Continuation Feedback

 June – Prior to meeting – obtain feedback on Priority Areas. At meeting, agree Priority Areas for coming year. Provide and review Patient Group Feedback and agree circulation to patients. After meeting circulate feedback to patients.  September – Prior to meeting – obtain feedback on Priority Areas. At meeting, review progress on actions, provide and review Patient Group Feedback and agree circulation to patients. After meeting, circulate feedback to patients.  December – Prior to meeting – obtain feedback on Priority Areas. At meeting, review progress on actions, provide and review Patient Group Feedback and agree circulation to patients. After meeting, circulate feedback to patients.  March – Prior to meeting – obtain feedback on Priority Areas. At meeting, review NHS annual report. Review progress on actions, provide and review Patient Group Feedback and agree NHS Report and feedback circulation to patients. After meeting circulate NHS Report and feedback to patients.