Church View Practice (Yellow Suite)
Patient Participation Group Meeting : 18th March 2015
Present:
Susan Shelley, Practice Manager
Paul Chaplin, Patient and Chairman
Terry Chipperfield, Patients representative
Jan Donachie, Patients representative
Terry Murch, Patients representative
Dawn Iwikau, Patients representative
Judith Pender, Patients representative
Brian Beaton, Patients representative
Janet Poole, Patients representative
Maurice Poole, Patients representative
Apologies : Received from Patricia Hall
1. Welcome
Practice Manager welcomed all present.
2. Minutes of previous Meeting
Dates of meetings for the remainder of this year should be 17 th June, 16th
September and 16th December 2015. With that amended, minutes of the
previous meeting, held on 17th December 2014, were agreed.
3. Patients Survey 2015
Terry was thanked for his work in collating the survey, Practice Manager
advised that results would be published on the Practice website by 31 March.
As previously, the names of Doctors/Nurses would not be shown. It was
noted the number (148) of completed survey forms received was similar to
last year. In addition to survey forms being available from reception and on
line, Practice Manager advised that they were also sent to patients with their
nurse/doctor review letters, although this only applied during the survey
period.
From the results, it appeared the question in regard to the Electronic
Prescription Service (EPS) was unclear. The wording of this question would
be reviewed for the next survey.
Furthermore, it was apparent that the Vision online facility was well liked by
some patients, although others found it less user friendly. Some Survey
respondents had suggested the Practice could assist, by for example, holding
patients passwords. Practice Manager explained, this was not a feasible
option.
Support was given, where possible, for online facility's but,
regrettably, a few patients had experienced ongoing difficulties with the
password access. In such cases, it was unfortunately necessary to cancel
access to the online system for those patients.
Lack of privacy at the reception desk was again a feature from the survey
results and while the screen/queue notice had given some modest
improvement, other possible measures were debated. These included the
position of reception desk telephones, adequacy of the existing screens and
the option for patients to discuss confidential matters away from the reception
area. Without substantial expenditure, such alternatives were considered
impractical. It was agreed however to ascertain the number of confidential
issues raised by patients with the reception staff and while it was
acknowledged that reception staff were diligent, they would be reminded of
the need to discuss all confidential issues as discretely as possible.
Overall, a wide range of comments had been received through the survey,
many complimentary of the Practice/staff, others suggesting areas for
improvement or dissatisfaction. All comments would be further analysed and
where applicable a response given either thought a notice within the reception
area and/or on the website.
4. Practice/Community News and Issues
No issues for reporting at this meeting.
5. Any other Business
a) Electronic Message Board/Booking In Screen
In regard to the electronic display within the patient reception area, some
benefits were noted by the inclusion of picture graphics, it being agreed that
no changes would be made to the format of that display. However, from 1 st
April, the cost of that system, together with the patient signing in monitor and
associated software, would be passed to the Practice from the Community
Health Care Group. This would be a substantial additional cost to the
Practice, the level of that charge being seen as excessive. Brian Barton
agreed to look at possible alternatives, noting the need to ensure compatibility
with the existing clinical systems at the Practice. The possible misuse of the
“booking in” screen for a short period during the early morning also to be
checked.
b) Patient On line Access to Medical Record
Practice Manager advised that the first stage of a nationwide scheme
whereby patients could view their medical record on line was planned for
implementation from 1st April 2015. Initially, at this practice, only those
records entered on/after the application date to view medical records would
be available. Over time as the system evolves, the amount of information
would be extended to view test results, hospital letters and GP consultations.
As part of the system safeguards, it will be necessary for patients seeking
access to first have identity verification from the Practice whereon password
access could then be granted. Those patients using the existing online
appointment booking system would be contacted to ensure appropriate
identification prior to access to their medical record being given.
c) Synchronisation of Repeat Prescription Ordering
Within the Practice, it was felt that those patients with two or more repeat
prescription items would benefit if the reordering of those items was
synchronised. It was acknowledged that in some cases, this could be a
substantial task and the assistance of patients would be sought in this
objective.
Supporting this initiative, some of the group mentioned that a few
pharmacists already offered help to patients in this respect, undertaking a
medicine usage review, this in addition to their collection/delivery service.
d) Lions “Message in a Bottle” packs
It was felt the emergency “Message in a Bottle” packs should be available
from the practice. As these were already available from some Chemists,
Practice Manager felt that was appropriate, but accepted a small number
could be available for issue from the Nurses.
e) Reception Area
Practice Manager agreed that Group members could ensure a wider range of
more up to date magazines were available within the reception area but
stressed that any publicity material must be avoided.
6. Date of next meeting
Agreed the next meeting would be held on Wednesday 17 th June 2015,
commencing at 6.30pm.
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