Patient Participation Group Meeting 30th January 2015
Present :
Dr Azeb
Dr Mackinlay
Liz Coulson – Practice Manager
Sylvia Haigh – Patient
Robert Matthews – Patient
Arthur Ray – Patient
Ronald Winn – Patient
1. Introduction –The group introduced themselves for the benefit of new
members of the group.
2. Apologies – apologies were received from Bronwen, Judith Binns, Guy
Jamieson, Mrs Holt and Mrs Triller.
3. Minutes of the last meeting – all members read the last minutes and were
agreed as a true record, there were no matters arising that were not covered
on the agenda.
4. Action Plan 2014 – the action plan formulated at the last meeting was
discussed and all actions were either complete or ongoing.
 Systm1 online – the percentage of patients registered now is 13.8%.
 Friends and Family survey is analysed every quarter and there were
only positive responses in the last quarter with 88% of those surveyed
saying they would recommend the surgery to family and friends, that is
48 out of 54 replies.
 Texting to advertise new campaigns or services has been well received
particularly when we advertised the flu clinics available. Our take up for
the flu vaccinations is the best we have had for some time. We also
sent out texts to smokers offering smoking cessation advice which
again proved effective.
 Receptionists are advising patients that if they receive a call back it will
say ‘with-held number’ if they have number recognition. A poster is also
on display in reception. We constantly update patient’s mobile phone
numbers.
Action Point
Reason
Result
Method
To encourage
patients to register for
Systm1 online as
only 12% of patients
are currently
registered
This allows patients
increased access to the
surgery. Patients will
be able to book/cancel
appointments and to
order repeat
prescriptions 24/7.
Increased use of this
facility will reduce calls
to the surgery and
reduce non- attendance
of appointments. A
reduction in admin time
will also result.
Posters to be
put up in the
surgery
Advertise on
patient call
screen
Add a
prescription
message
Friends and Family in
house Survey. An
ongoing survey has
shown that in quarter
1 87% of patients
were satisfied with
the surgery and in
quarter 2 this had
increased to 91%.
The action point is to
continue the survey
and monitor the
results.
The surgery is aware of
any issues patients
may have with all
aspects of their
experience at the
surgery.
The surgery can
address any issues
identified
Texting patients to
inform of services
available e.g.
Smoking cessation,
flu clinics.
Further use of texting
to be introduced in a
measured way.
Information regarding
services can be sent to
patients who may not
have known these
services existed.
Patients will be aware
of all services provided
and should lead to
greater uptake of them.
To ensure patients
know that when they
receive a call back
from the GP that it
will say ‘With-held
number’.
If the patients
landline does not
accept calls from a
‘with-held number’
the GP to be made
aware to use different
line.
To ensure patients are
aware of the ‘with-held
number’ and can make
appropriate
arrangements for
receiving calls.
A more efficient call
back service from the
surgery reducing
wasted GP time.
Blanket SMS
text
Encouraging
patients to
complete the
survey.
Receptionists to
ask patients to
complete.
Message on
patient call
board.
Receptionists to
check mobile
numbers on an
ongoing basis.
Any new service
that is suitable
for advertising
via text to be
actioned.
Monitor the
effectiveness by
asking patients
if when booking
for the service
how they knew
about it.
Receptionists to
make patients
aware that the
call will be a
‘with-held
number’ and to
make
appropriate
arrangements
for the call back.
A poster to be
made for the
waiting room
notice board
5. Calderdale Health Forum (21st October and 9th December) – Arthur Ray and
Judith Binns attended these on behalf of the surgery. Arthur reported that
surgeries were being asked to give a brief presentation on the surgery that
they represent.
Arthur also reported that after his comment at the last meeting regarding
Podiatry appointments being cut that he had had no problem with gaining an
appointment and that he thought there were more staff being trained. Dr Azeb
reported that he had brought the query up at the CCG and was assured that
no cuts to appointments were scheduled.
The forum had also talked about the experience of disabled patients at
surgeries. The next forum is scheduled for 10th February Arthur, Judith and
Ronald are to attend.
6. Hot Topics –
There were two hot topics identified as Access and Hospital Services in the
Community.
A discussion took place on the ways to increase access to GP practices to cut
down A&E attendance. It was recognised that the surgery does what it can to
reduce such attendance.
A further discussion took place on the CCG initiative of ‘Care Closer to Home’
whereby it is the intention to operate services normally held within the hospital
in a community setting thereby bringing the service to the patient.
7. AOB – No items
Liz thanked everyone for attending and the meeting closed.