Dr R Tyrrell and Partners. Eastney Health Centre Highland Road, Southsea. PO4 9HU

Minutes of Practice Group Meeting Tuesday 11th December 2012 at 17:15

Present: Dr Richard Tyrrell (senior partner), Dr Laura Procter (chair), Sue Miller (practice manager), and Jayne Warren (secretary). Visitor: Julie Chapman representing the Learning Disability Team

Attending Patients: Geoffrey Bower, Josephine Bower, Christina Perrin, Roger Dawson, Colin Macbeth, Julie Chapman, David Clarke, Melanie Clarke, Doug Powell, Pamela Maker, Ann Hillier, Teresa Standen and Rose Storkey – (referred to by initials throughout these minutes) Apologies: Margaret Bell

Welcome and housekeeping Sue Miller thanked everybody for attending and introduced Julie Chapman who was there on behalf of the Learning Disability Team. Julie explained she was attending the meeting to see how patients with learning difficulties could integrate with patient groups. She then went onto explain her role within the team.

The group then went onto discuss the patient survey results, which were distributed to patients via email, post and at the front reception desk, during Oct/November 2012.

The results showed that:- 1) 68% of patients would like to be able to book appointments on line. Majority of the group agreed that this would be beneficial to patients. Sue Miller advised this would be something for the future once the clinical supplier has upgraded their system.

2) 69% of patients would like to be able to send text messages to cancel appointments. Concern was raised whether patients would abuse the service. Sue Miller advised many practices do provide this service without any problems. The group felt this could be of benefit and the practice agreed to make enquiries to the telephone supplier.

3) 78% of patients would like self help educations leaflets. The group felt these could be of use to patients and it was agreed to display these in the waiting room and to hand out at consultations where appropriate.

4) 83% of patients would like to be reminded about their future appointments The group had concerns regarding patients keeping the surgery up to date with telephone numbers but it was agreed that this may help with the DNA rate at the practice. Sue Miller will make enquires with the clinical system supplier.

5) 97% of patients would like a local rate telephone number. Dr Procter pointed out that by using a local-rate number, there may be no facility for a menu selection as there is currently and patients will just get an engaged tone. The surgery would be keeping both the 0844 and the 023 number, so patients have a choice of which number to use. All the group were in agreement with this. Sue Miller will enquire with the telephone company to arrange implementation of a new line if feasible.

6) 77% of patients would like to be able to leave a message on an answer machine to cancel appointments. The group agreed this could be of benefit but could be abused. Sue Miller will make enquires with the telephone supplier.

The following action plan was agreed, this will now be emailed to the virtual group for approval and any further suggestions.

1. Implement a local rate 023 92 number 2. Send text messages to patients to remind them of their appointment 3. Display patient self help education leaflets in the waiting room. 4. Purchase a surgery mobile phone so the practice can receive text messages from patients to cancel their appointments. 5. To look into installing an answer machine.

1 The group then went onto to ask the following questions:-

DP – do we have reports online received by the hospital Sue Miller explained that the practice had started to receive letters via this method but due compatibility issues the PCT may cease linking to surgeries.

Dr Tyrrell: explained the use of the Hampshire Spine and Sue Miller talked about Hampshire Health record and the use of phoning 111 in case of emergencies. Dr Tyrrell also talked about the use of Advice & Guidance, a service that was proving very useful prior to making referrals.

TS – Asked whether it would be possible to have health messages displayed on the television currently in the waiting room. Sue Miller to enquire.

Dr Procter explained that the Patient Group is still in its infancy, but both her and Sue Miller were open to and welcomed new ideas to aid the group.

Dr Procter went on to explain about CQC. (Care quality commission)

Sue Miller explained about QOF. (Quality outcomes framework)

Dr Procter informed the group that the Nurses Treatment Room has now been refurbished.

RS – questioned the need of Targets and CQC Dr Procter explained in detail about how the Practice has to reach targets set by the government both for the benefit of the patient and Practice income.

DP – enquired if we made money out of flu vacs given and how much. Sue Miller replied that the surgery made approximately £6 per injection.

DP - asked ‘what injections did the surgery charge for’? Both Dr Procter and Sue Miller explained that the surgery does not charge the patients for injections. It is claimed it back on an FP34 prescription, which means the cost of the vaccine is reimbursed to the practice by the prescription pricing authority.

Sue Miller informed the group that the Health Centre is now 30 years old. The PCT is investing in an improvement plan to replace the sanitary ware at the health centre in the first quarter of next year (2013)

A forthcoming CCG meeting was mentioned, to be held at St James’s on Wednesday 19th December 2012 with Dr Partha Khan and Jim Hogan in attendance if anybody was interested in attending.

AH – praised the surgery staff on how well they all worked well as a team.

TS - Asked whether patients were compliant with their medication and Dr Tyrrell responded that some patients had a tendency to hoard unused drugs. Dr Tyrrell went on to talk about patients affected with dementia and the difficulty they can have in taking medications.

The meeting came to a close . The next being held February/March 2013. Both Sue Miller and Dr Procter thanked everybody for attending.

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