New cross walk-in centre
PPG group Meeting minute
26/03/2014
Present:
Ms Keith Turner-Howe, Ms Karen Duennhaupt, Edna Onyewuchi, Levi Mcdonaldsharif rahman , Dr
Tahira Chisti
Apology: Maggie Cunliffe, Dr C Park
Introduction:
Practice Manager introduced every one and opened the meeting. Offered to review the last meeting
minutes before Patient survey presentation.
Point discussed on last meeting:
Online Access: PM updated PPG that practice has online access for appointment now. Practice also
offers online prescription request, registration and online consultation via practice website.
Practice website: Practice has revamped that practice website. It is now more users friendly.
Practice Leaflet: Practice has introduced new practice leaflet. It clearly shows the services offered at
site.
DNA Policy: PM informed PPG about new DNA policy.to reduce DNA member of staff will call after
one DNA, PM will call after Two DNA, Lead GP will Call After three DNA. PM will offer face to face
meeting with him and lead GP after 4 DNA and 5 DNA will result removal from practice patient list.
All DNA should be counted within 12 months’ time.
CQC: We have not had our CQC visit yet. Practice is fully prepared for the Visit.
Toy Library: Due to infection control issue it is not possible to have a toy library. PPG agreed with
that outcome.
Breast feeding room: practice to support new mothers for Brest feeding. Pm informed PPG that
patient can use ROOM 10 for breast feeding by requesting access to reception.
Book Library: PPG offered to donate some books to start the library. PM informed that Next
financial year practice can start working on it. Action plan agreed by PPG.
Survey presentation:
PM presented the survey out come to PPG. 46 patients has taken part in the survey. 54% patient is
male and 46% patient is female. 42% patients are from young age group. in general the survey is
satisfactory except the nursing time. 28% patient thinks the nursing time is not enough. Practice has
a plan to increase the nursing time and have one clinic on weekend. PPG is very happy about the
plan. PM also mentioned about receptionist performance. Practice has plan to put all receptionist on
customer service training by 28th March 2014. Opening hours are satisfactory. Practice also
revamping the appointment diary from 1st April 2014 which will allow more online and routine
access. PPG agreed to review the new appointment in next meeting. PPG ends the discussion on
Survey presentation by advising PM to take another survey on new appointment diary by the end of
June.
Other matters:
PM informed the PPG that practice should have more members in PPG. To increase PPG members
below plan was agreed
BLS training: PPG will invite patient with the logistic support of practice to arrange BLS training with
the support of in-house trainer so that patients will proactively join the group.
Diabetic awareness day: practice to continue consultation to grow interest in patients about
diabetes awareness day and report back to PPG.
Book Library: PPG will donate books to start the book library. PM to arrange logistic support for the
library.
Green card: As registered and unregistered patients use same site for two deferent services, walk-in
patient some time do not understand why some patient are seen before them or request services,
which is not appropriate for walk-in clinic. Practice will hand out Green card to inform patient about
the waiting time and services deference.
Meeting ended with agreement of the below action plan by next PPG meeting.
Issues
Action to be Taken
Action Date:
1
Waiting time
01.04.2014
2
Green card
10.04.2014
26.04.2014
3
Nursing time
10.04.2014
26.04.2014
4
DNA Policy
01.04.2014
26.06.2014
5
Breast feeding room
01.04.2014
26.06.2014
6
BLS training
10.06.2014
26.06.2014
7
Book library
30.04.2014
26.06.2014
8
Diabetes awareness
day
Reception to inform all
patient at the bigining of
sign in what could be the
expected waiting time.
Reception to hand out
green card to all walk-in
patient to inform the
service level
Practice to increase
practice nursing time so
that chronic diseases
management will be on
PN and it will result more
GP appointment free
Reception to inform
patient how to cancel
appointment so that
other patient will be able
to have those
appointments. Practice to
advertise the DNA rate at
reception and follow 5
DNA policy
Practice to offer new
mothers a breast feeding
room. Approved room is
room 10. Practice will
provide this service on
request at reception desk
Practice to arrange BLS
training to grow more
interest in patients to join
PPG
PPG to donate books to
start the book library and
practice to arrange
logistic support
Practice to continue
asking patient about their
view about diabetes
awareness day.
Report to PPG:
(Date)
26.06.2014
26.06.2014
26.062014