Patient Participation Group Meeting s2

ALREWAS SURGERY

PATIENT PARTICIPATION GROUP MEETING

Thursday, 26th September, 2011 at 1pm

Present: Action David Kenton, Elaine Dolman, Helen Bailey, Jan Herriott, Jan Mager-Jones, Jane Points Edwards, Kate Roberts, Kay Griffiths and Ros Birkinshaw Apologies: Chris Cheadle, Janette Potter, Jean Deverall, Marion Woolhouse, Paula Dumolo, Steve Herriott and Sue Hughes Minutes from the previous meeting HB chaired the meeting. Everyone was welcomed and apologies accepted from those unable to attend. RB said she would send a card to JP from the group, as she was unable to attend due to family illness. HB checked that those present approved the minutes from the meeting in July. East Staff District Patient Engagement Group Minutes from the last meeting had already been received and DK had no further comments to add. Patient questionnaire HB presented the results of the patient questionnaire, a summary of which had already been sent to members of the group. Whilst almost 90 extra replies had been received since the last meeting in July, the picture had not changed. The group discussed ways of communicating the results of the questionnaire to patients, with a summary of the overall picture; suggestions included a notice in reception, handouts and details on the website. Notices in the pharmacy & on the village noticeboard could also be considered. RB outlined the requirements of the enhanced service which specifies that a full report must be published and made available on the surgery website. There was a discussion regarding the different communication objectives of the PPG RB communicating its activities to the patient population and the surgery’s need to communicate ‘upwards’ in order to satisfy enhanced service funding requirements. Publishing brief specific information including changes to the appointment system would be useful to highlight the work of the PPG, let people know the outcomes of the questionnaire and the actions of the surgery. It was agreed that an executive bullet point summary would be produced by the PPG, which could be displayed around the village – on the noticeboard and at local groups, which are listed on the parish website. ED offered to co draft the outcomes with HB, for the group to look at. ED/HB The appointments system RB had produced a surgery response to the patient questionnaire which had been distributed to the group before the meeting. This included an explanation of the current appointments system which has developed over time and become more complicated to try and meet patients’ needs. Results from the questionnaire were split between some people wanting more appointments available on the day and some wanting more appointments to be pre-bookable in advance. RB ran through the current appointments system and then explained a new system which had been discussed at a management meeting. Both being discussed in her paper. JMJ confirmed that whilst there are rarely appointments left which have not been booked, the Surgery is not under-doctored. It was agreed that if the booking system is changed, it would need to be communicated well to patients. The practice is willing to trial a new system. There will be a lead in time while people get used to the changes and DNAs (did not attend) will need to be monitored as these are likely to increase. Several members thought that making people more aware of the option to have a telephone appointment would be a good idea. RB had also looked into improving the telephone system, by increasing the number of lines available from 3 to 4 using the existing private line and using a central answering system with recorded messages or options to filter out some of the calls. A queuing system is limited to the number of lines and 3 are considered adequate for a surgery this size. Changes to the telephone system were met with mixed reviews. Concerns expressed were:  The absence of statistical evidence under the existing and proposed new system to objectively measure patient experience of the phone system  How the proposed new system would be experienced by patients  That if the phone system and appointments are changed simultaneously, it will be difficult to interpret the impact, positive or negative, of each change One member proposed carrying out another questionnaire next year, specifically on appointments, to measure the effectiveness of the more simple booking system. Changes to reception The Surgery has secured funding from the PCT, which has been very supportive, enabling improvements to the entrance and reception area. RB explained the planned changes to the group using the architect’s plans and concept drawing. There will be a lower reception desk for improved disabled access. The larger waiting area, which will be a light and airy space with one way glass, will be away from where people are talking, to improve privacy and patient confidentiality. The plans are to be sent to the local authority planning department to be passed, with building work due to start in the New Year and finish at the end of March. Next meeting venue and chairperson The next meeting, due to be chaired by CC, is to be held on 24th November at 5.30pm at the Methodist Church. ED and KG gave their apologies as they will be unable to attend. AOB Some members of the group discussed the issues regarding NHS changes and changes to social care services and asked if the medical staff could provide input on any areas the PPG could look at. At the last meeting PC expressed his concerns that the PPG added an unhelpful layer of bureaucracy and has sent a letter of resignation to the Surgery. The Surgery has responded by thanking PC for his praise of the Surgery and for taking part in the group. The group are sympathetic to his concerns and would like to ensure that the PPG is constructive and effective by being involved in matters that affect the Surgery and the community. KR mentioned that the latest N.A.P.P. newsletter was available to view on their website with details about the NHS Future Forum and commissioning which may be of interest. The meeting closed at 2.20pm.