South Norwood Hill Medical Centre
Patient Participation Group (PPG)
MINUTES 28th February 2014
Present
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Jean Lloyd
Rumila Shah
Joy Lee
Scott Rosser Chairperson
Brian Green (PM)
Kalpna Shah (GP) Acting Secretary
Welcome and introductions - thanks to Jean Lloyd who has been the practice
representative for many years
Role of group - see appendix
o not for individual complaints – these should be signposted to surgery
complaints procedure
o Clarification of membership – must work for practice or be registered with
SNHMC
o Need to meet min 4 times per year
o Discussion around objectives – health promotion and influence local
provision of care
o Scott Rosser volunteered as chair – proposed and seconded by Joy Lee,
Jean Lloyd – patients to contact him via email or via surgery
o Position of secretary not taken up –
o The PPG mission statement – ‘listening, learning, improving and caring’ –
needs to be visual and will be on website
Practice Business Plan (year of change for surgery)
o QOF Targets – aim for 900 not 1000
o Dr Attard has retired as of end of September – discussion around his
replacement – considering different options including using a nurse
practitioner. Discussed difficulty with recruiting good staff
o Computer system changed to EMIS Webb – discussion around back up
and contingency plans
o Electronic prescribing – in conjunction with local pharmacies
o Patient access module – to book appointments, request routine scripts and
change contact details
o Change from Primary Care Trust to Croydon Commissioning Group –
monthly network meeting
o Care Quality Commission – awaiting inspection – still a lot of work to do
o 2014/15 – business plan moving forward
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Patient Survey Results 2012 – previously commissioned by NHS. Since CCGs
took over practices need to conduct their own.
o 2012 – 114 responses, some of the questions are open to interpretation and
results for similar questions can be conflicting
o Overall experience good – ranked at 16 although fewer would recommend
to someone new – discussion around practice boundaries – to distribute
map at next meeting
o Reception – improved since 2011 – looking at cost of screens as buffers to
reduce patients being overheard.
o Opening hours – reduction in satisfaction is significant despite no change
in opening hours – increased since 2009, and further increased with early
opening from 8am since last year. Also better score regarding the
convenience of opening hours and the two questions should correlate.
o Ease of getting through on the phone – although ranking has improved,
there is still a problem. We are recruiting another receptionist and
increasing number of staff answering calls in the mornings. Also increase
use of online patient access should help reduce the pressure on the phones.
o Booking Appointments – as 75% of patients that responded had not seen
or spoken with a GP in the past 6 months they may not have needed to get
through on the phones. Discussion around routine vs urgent appointments
- Joy Lee feels things have improved.
o Also discussion around missed appointments and the cost to the NHS
o Waiting Times – important to keep patients informed of the wait. Also we
need to review how we prioritize urgent patients – and if not clinically
indicated they should not be seen before routine patients.
o Care given by Drs – OK but room to improve
o Care given by nurses – also room to improve – there has been a change of
staff.
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Practice Patient Survey – format reviewed. To change the scoring system. Need
for personal information for validation – change age to categories.
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Date of next meeting 20/03/14 at 6pm – to review patient survey and use this
information to feed into the ongoing business plan.