MINUTES OF MEETING OF
RUSHEY MEAD PATIENT REFERENCE GROUP
Held on 14 OCTOBER 2015
Present:
Kash Bhayani (Chair)
Robert Bent-Fossey
Kumud Sankada (minutes)
Ali Master
Gwen May
Chris Pearson, Business Manager, The Practice
Group
Geraldine Ryan – Acting Practice Manager
Beena Mistry – Deputy Acting Practice Manager
Ramesh Kanani – Guest speaker
1. Welcome and Apologies for absence
Action
Introductions took place for the guest speaker Ramesh. Ramesh thanked the
group for inviting him. Ramesh represented LSIP (Local Survivors in
Partnership) as a volunteer. He is also a carer of two family members.
Apologies were received Cheryl.
2.
Minutes of the previous meeting held on 9 September 2015
The minutes were approved as a true record.
3. Matters arising from the previous meeting of 9 September 2015
a. Electronic prescription service – There was nothing to report on online
services.
b. Telephone Triage – Efforts with Triage have been ongoing.
Geraldine will contact IT consultants so that it can be available online.
c. Computer training at Rushey Mead Library- NHS England will take this
further with the library.
d. Online appointments– Doctors’ names are not stated and it is difficult to
know who the appointment is with. Locum 1, Locum 2 labels will be put right
for online appointments once it is known which doctor will work on which day
and a doctors’ rota has been compiled.
e. “Hello, my name is....” Campaign – Except for Geraldine, this is not being
practised by other receptionists. It was recognised that this would be a good
practice to adopt and there will be some ownership on part of the
receptionist answering the call.
f. Telephone answering time – Responses are taking much longer.
Geraldine stated that this depends on what time of the day the calls come
through. However a new practice, in this regard, will be trialled. The surgery
will be fully staffed the following week which will also make a difference.
Feedback on telephone response time will be provided at the next PRG
meeting.
g. Dr Tank – Works Thursdays, Fridays and Saturdays on a regular basis.
h. The surgery procurement process – Kash stated that Chairs of PPGs were
invited to a meeting with NHS England to look at the actual procurement
process itself, at this stage, the process rather than appointment of
companies that would run the surgeries. Some questions arose from the
meeting.
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4. PRG Update
4.1 Development
Kash informed of a forum Leicester City PPG Forum, mostly attended by chairs
of PPGs, however, PPG members can attend and he asked members if they
would like to get involved.
4.2 Guest Speaker from LSIP (Local Survivors in Partnership)
Ramesh Kanani from LSIP stated that he represented carers in Leicester and
Leicestershire under the mental health group – LSIP. He outlined LSIP’s
mission statement; highlighting raising awareness of mental health problems
and eradicating stigma and discrimination surrounding mental health problems
as the main issues. Ramesh stated that the whole objective of the group was to
improve the quality of life for patients suffering from mental health problems and
providing support to carers. The group would give proper directions to
individuals concerned by working with different agencies. Therefore there is
support for carrying out preventative work not only for the patients but also for
their family and carers. The group would like to do more work with communities
such as temples etc and raise awareness. They are financially supported by
Clinical Commissioning Group. There is no cost to the participating surgeries.
Surgeries’ support is needed in contacting patients with mental health problems
to come forward for support provided by LSIP. Some surgeries have adopted
this support mechanism for their patients. A pilot was started at The Highfields
Medical Centre in the city whereby an event was organised which focused on
stigma and front-line staff. He stated that the front-line staff play a key role in
communicating with patients, suffering from mental health issues. They would
advise of the patients/carers of the awareness event and ensure that the
patients participate in the event. It is important that front-line staff deal with
issues with confidence and discretion.
This is a patient-led service. LSIP do not have access to patient information and
would need support from surgeries to provide data so that support can be
provided to patients before, during and after to each service user. The first step
is to organise an event. Ramesh would like to link the Rushey Mead surgery
with another surgery to make the project more viable, with GPs from both
surgeries present.
CP/GR
The Practice Rushey Mead expressed interest and will speak to Ramesh to take
this forward. The next event, in participation with the surgery, may take place
sometime in February. Bob suggested that the event may or may not take place
due to the future of the surgery not being known. However the surgery will
commit to proceed.
5. Practice Update
5.1 Staffing update
- Dr Betts is not now joining the surgery.
- Names of doctors are now displayed on the surgery board and the online
service once this has been put right.
- Nursing:
Janet has now left the surgery.
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- District nurse, Dawn, is settling in well.
- Helen Ryan, who worked for Dr Fry, is now doing some work for the
surgery.
- Hinna Shah undertakes responsibility for vaccines, immunisation and
disease management
- Kirsty, HCA, currently works for 2 days but will extend services to 3 days
- There is a new Receptionist, Deepak
It was noted that -
 Late night appointments can be arranged with some surgeries in Belgrave
area which patients from this surgery can make an appointment and attend.
 Regular sessions are provided to care homes.
 Long term locums who work at the surgery are all self-employed.
 Geraldine is still under the current placement arrangements.
5.2 Compliments and complaints
Geraldine and Beena reported on the Friends and Family survey results.
There were more ‘likely’ or ‘extremely likely’ outcomes whereby patients
would recommend the surgery to friends and family. However there were a
couple of ‘Unlikely’ test results. Apparently patients are expected to help
themselves to surveys placed on the reception counter.
Bob had a complaint from a patient regarding not enough patients had been GR
picked for flu jab which meant the nurse could not come out to vaccinate too
few patients. Geraldine advised that the surgery is trying to compile a list of
such patients.
5.3 Procurement process
The process is underway with timescale and engagement letter in place.
The Practice Rushey Mead contract ends in September 2016. Patients have
been contacted and notified of 3 meetings arranged by the Clinical
Commissioning Group which they can attend as well as the facility to
complete a survey online. Kash updated the group on the main points
coming through these meetings namely encouraging patients to complete
the questionnaire and whether they are happy with the two surgeries
merging. Some debate took place on the benefits of the surgeries merging
and the members appeared to be in favour of the merger.
Geraldine will send a text to patients reminding of the third meeting, headed
by the CCG, taking place on the morning of 19 October 2015. The
questionnaires are available from reception to complete.
Kash also reported that the NHS England would like to attend any key
clinics arranged by the surgery. More than 120 patients have been booked
for flu jabs on following Saturday morning and Kash will inform NHS
England of this.
KB
6. Any other business
6.1 The Practice and patients group working together was an issue. Kash
extended invitation to the surgery staff to attend PRG meetings, by getting
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involved, and establish better communication and iron out any issues. Ramesh
suggested allowing a small slot for doctors to attend these meetings, if they
cannot attend a full meeting
6.2 DNA (Did not Attend) figures - There is a poster on display in the surgery
on wasted appointments. Ali suggested keeping a trend of DNA to get a better
idea. Kash asked the practice to seek help from PRG with this if needed.
7. Date of Next Meeting
16 December 2015 at 5.30 pm at the surgery.
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