Kenton Medical Centre

KENTON MEDICAL CENTRE 7 Northwick Avenue, Kenton, Harrow HA3 0AA Tel: 0208 907 6105 Fax: 0208 907 8259

Dr. P. K. Das M.D., M.R.C.P. Dr. (Mrs.) B.Das M.B.B.S.,D.G.O.,D.M.R.T.

PATIENT REPRESENTATIVE GROUP (PRG) MEETING

MINUTES OF MEETING HELD ON FRIDAY 16TH MARCH 2012

Present:

Rhoda Luer - Chairman Kishan Wadhwani Ravilal Gorsia Practice Manager Debjani Sengupta Priti Pabari Secretary Henry Narh Amalendu Biswas

Apologies: Andrea Toulon Dina Shah

1. The Chairman opened the meeting by welcoming everyone, especially the new members. Apologies received from Andrea Toulon and Dina Shah.

2. Priti Pabari was appointed as Secretary for the PRG.

3. Minutes of last meeting were read and approved.

4. Patient Survey Results

The results of the Patient Survey were distributed to everyone. (copy attached). Ravilal explained that we needed to pick out 2 results that we could improve on. The results were read out by the Chairman and the Surgery was congratulated on the excellent results that we had achieved.

Some of the comments made by patients on the forms were also discussed.

Re: Seeing a Doctor of their choice - It was suggested that when patients phone to make an appointment – the Receptionist should ask which Doctor they would prefer to see and then offer them an appointment accordingly.

Minutes of PRG meeting cont/…….2

Re: Improving Telephone Access: It was agreed that Receptionists would be informed to take only incoming calls (we have 2 lines) for the first 2 hours in the morning. All outgoing calls to be made from Mobile phone – so phone lines would be free for patients to call.

Re: Helpfulness of Reception Staff: Reception staff to only concentrate on Reception duties – when it is very busy. To let patients know and update them regularly as to when they will be going in to see the Doctor, apologise if any delays, explain the reason behind the delay and generally keep them informed on what’s going on as there is usually 3 -4 clinics running in the morning and it gets confusing for patients waiting.

Any Other Business

Rhoda Luer recommended that more patients from different age groups should be invited to join the PRG especially the young patients. It was suggested that the Receptionist could personally ask patients when they come to see the Doctor. Priti said she had tried to get young people – especially students and young mums but as they were either busy with work, studies or other commitments they were reluctant to joint the Group, but she would keep trying.

Re DNA’s (Did not Attend) at Hospital - It was suggested that patients should be informed through Practice Leaflet regarding not attending hospital appointments – the implications behind not attending – the cost to the Surgery, the time spent by Doctors having to refer and then re-refer patients and the Surgery being charged again for a re-referral. Doctors to also inform patient when referring them re DNA and the cost involved.

To remove some of the Notices from the Reception Area as there were too many and the important ones were getting missed out.

RE: Flu Campaign for 2011/2012 – Debjani Sengupta said that patients should be made aware that the Practice gets penalised for not reaching their set target for administering Flu vaccines – that is for over 65’s and all at Risk Patients i.e. Diabetics, heart disease etc.

NEXT MEETING

A date will be set for the next meeting in June. Priti to contact everyone with a couple of dates which are suitable for everyone and then to set the date.

The Chairman – Rhoda Luer thanked everyone for attending and taking part and closed the meeting at 2:30 pm.