Laurie Pike Health Centre
Laurie Pike Health Centre Patient Participation Group Meeting
Thursday 26th February 2015
Chair:
Mr MT
Minute Taker:
Hami Loyal
Attendees:
Dr Shaylor
Hami Loyal
Mrs DC
Mrs GB
Mrs WS
Mr MT
Ms MG
Mrs MR
Mr MP
Apologies:
Mrs PD
Ms CR
Minutes of the last meeting:
Distributed to all in attendance and amendments noted,
Mrs DC had not received invitation letter but minutes had been documented to state an
apology had been received.
Improving access update– Dr Shaylor
Dr Shaylor discussed in detail how patient access had improved since the initiation of same
day call backs which started on 14th October 2014. Dr Shaylor went on to state the
average for calls being answered is 20 seconds on option 1. Mr MP also commented on
how successful the new system was particularly the call being returned with an hour of it
being booked. Mr MP also commented on the professionalism and politeness of agents
booking calls and also confirming the name of the clinician the call was booked with.
Mrs MG also stated how efficiently the agent had dealt with her call and advised further
regarding an in house referral process. Mrs MG also mentioned that she had received an
appointment two weeks after her initial call and how pleased she was with the new access
system.
Dr Shaylor stated the telephone agents are solely dedicated to answering calls and booking
appointments, whereas the reception team at Laurie Pike Health Centre not only book
appointments but do a variety of other reception duties as well eg repeat prescriptions,
dealing with patient queries and those of external agencies.
Mrs DC said the reception team have been very helpful to her and she had also noticed a
change in them for the better.
Laurie Pike Health Centre
2 Fentham Road Aston Birmingham B6 6BB
Tel: 0345 111 1313 Fax: 0121 523 6163
Laurie Pike Health Centre
Mrs MG brought it to the attention of the group that she had been made aware by two
patients that when they attend for outpatient appointments there seems to be a delay in the
surgery receiving the letter.
Dr Shaylor explained that hospital letters are received by post into the practice daily and
scanned onto the clinical system by the reception team. These letters are then sent
electronically to a duty doctor who is responsible for coding all letters on the computer
system and making necessary changes to prescriptions etc.
Dr Shaylor explained further that it is not necessarily the doctor who initiated the referral to
the hospital who receives the letter back in his or her name. Dr Shaylor explained that her
name appears on a large number of letters as the practice is registered as ‘Dr Shaylor and
Partners’
Mr MT stated that the letters are being sent to both patients and doctors, but they are
sometimes difficult to understand. Dr Shaylor explained some letters are very clinical
when addressed to the doctor and copy the patient in, as some hospitals write directly to
the patient, copying the doctor in and these are less clinical.
Mrs MG asked if the clinical letters are sent electronically or via post from the hospital
following outpatient appointments.
Dr Shaylor explained that the letter is dictated by the clinician, which is then typed and sent
via post to the practice. This process can take some time. Dr Shaylor also mentioned that
the letters and results can be accessed via GP homepage for City and Sandwell Hospitals..
Dr Shaylor also explained that when patients register from a practice using the same
clinical system as us ie Emis, the patient’s medical records will be transfered to us directly
by a system referred to as GP to GP.
Mrs DC stated that on the last minutes names of PRG members were not referenced to
when they made comments. Hami said that in future we could be mindful of this when
writing minutes. Dr Shaylor and Hami apologised for this and note was taken to document
PRG members names in future minutes.
Mr MP mentioned that there had been no further feedback from a previous PRG meeting
regarding dementia and depression management at the practice. Dr Shaylor offered to
discuss this today but the PRG group agreed for these to items to be included in the next
PRG meeting. Dr Shaylor stated Dr England the Lead for these two domains will be invited
to the next meeting.
Mrs MR mentioned that the calls were not being returned at the stated times, as some
patients have mentioned to her that if they were to receive a call at 4:00 pm they
sometimes receive a call earlier, which sometimes they are unable to take.
Dr Shaylor explained that with the call back system there is flexibility for the doctors to
make calls sooner than the specified times, but if the patient is unavailable to accept the
call the Doctor should call again.
Laurie Pike Health Centre
2 Fentham Road Aston Birmingham B6 6BB
Tel: 0345 111 1313 Fax: 0121 523 6163
Laurie Pike Health Centre
Mrs DC congratulated the practice on the way it cared for the more senior patients, as she
was delighted to have received a total of three letters of invite for medication review, B12
and blood pressure check. Mrs DC queried if all the three could be done on the same
appointment. Dr Shaylor explained that it is very difficult to do all three together as
searches are done regularly for various clinical groups and it difficult to establish which
patients are on which list, however, clinicians would do their best if at all possible when the
patient visited.
Mrs DC enquired on who the health care assistants were and what was there role. Dr
Shaylor explained that they have been trained to carry out various duties such as ECG’s,
Diabetic foot checks, take blood etc
Mrs DC asked how they are recognised to which Hami replied that they wear light blue
tunics with navy trousers and they all wear name badges.
Mrs WS mentioned how pleased both her and her husband are with the service they
receive from the practice, Mrs WS also volunteered herself to assist with sending letters
and doing minutes for the PRG group.
Laurie Pike CQC Inspection– Dr Shaylor
Dr Shaylor informed the PRG group members that Laurie Pike Health Centre has been
notified by the Care Quality Commission of an inspection which will take place Thursday 5th
March 2015. Dr Shaylor explained that the CQC have requested for contact details of PRG
group an asked if they would consent to be contacted in relation to the inspection. All
members gave verbal consent and left their contact numbers. Dr Shaylor explained the
purpose of the CQC visit and what the inspectors would be looking at. All members wished
the practice all the best for the coming inspection.
Mr MT – described to the group how the practice PRG is incorporated in the Hierarchy of
the Local Commissioning Group and Clinical Commissioning Group. Mr MT also
mentioned that he is a member of the wider network groups and he is able to feed back
information.
Mrs DC is also a member of CCG patient network group and she invited for other members
to join the next meeting which would be taking place at Fire Station, Rookery Road,
Handsworth on Monday 9th March 2015.
Update Social Care in Community/ Update Finch Health Centre–Mr MT
Due to insufficient time the above two items on agenda have been postponed until the next
PRG meeting.
Laurie Pike Health Centre
2 Fentham Road Aston Birmingham B6 6BB
Tel: 0345 111 1313 Fax: 0121 523 6163
Laurie Pike Health Centre
Laurie Pike Health Centre
2 Fentham Road Aston Birmingham B6 6BB
Tel: 0345 111 1313 Fax: 0121 523 6163