MINUTES OF MEETING OF
PATIENT PARTICIPATION GROUP
HELD ON 25/6/2015
ABBEY MEDICAL CENTRE
Attendance
Dr Shazia Khan (GP)
Janine Town (Patient Services Manager)
Amanda McDermott (Practice Manager)
Apologies
M Scally
I Wood
C Thomas-Varcoe
D McManus
C Hopkinson
Sylvia Nutter
Irene Taylor
Margaret Pollard
Malcolm Stokes
Julia Palacios
Jean Tate
Donald Hallatt
Avi Shivtiel
Amanda McDermott (Practice Manager) welcomed everyone and did the introductions and
welcomed both Group practice members since the merger of the two practices in April.
Apologies to the group that Dr Khan was delayed as she had to go on an urgent home visit.
Everyone was reminded of the ground rules for the meeting.
The minutes of the previous meetings were summarised and accepted as an accurate
reflection of the meeting.
Staff Changes.
Due to the merger there had been some staff changes and the group were informed of these
and as a teaching practice will continue to have GP registrars and FY students throughout the
coming year.
Appointment booking
The group enquired about booking appointments on-line as they had had problems finding a
location filter for their requested chosen site to book into. This was followed up after the
meeting and the practice was informed by the service provider that there was a drop down
button for patients to choose their choice of branch. The practice will continue to monitor this.
Members of Moor Grange branch had commented they had found some changes to systems
were different and they were informed that it was inevitable under the circumstances that
some changes needed to occur but would the practice would be keeping the patients informed
of changes that happen e.g. posters, prescriptions website etc.
7-7 opening
Group enquiry with regard to the surgery opening times and they were . The group were
informed that the surgery was open from 7am till 7pm Monday to Friday and confirmation
given that patients were able to book appointments from 7am. Information was also confirmed
with regard to booking appointments at the Hub Practice (Ireland Wood Surgery) and their
availability of appointments on Saturday and Sunday 08:00am – 4pm and allocated
appointments were available to book during the week.
Prescription Requests.
One member of the group had informed us that they had a problem when requesting a
prescription that had a review date which was overdue and the process the receptionist took
following the request which resulted in the delay of receiving the prescription. Group informed
that Staff training needed to ensure timely requests would be implemented.
The group informed us that the Electronic Prescription Service seemed to be working well
The New Phone System
The group informed us that they thought the new phone system was better and it was better
that they got a message saying they were in a queue rather than engaged tone. They system
of booking appointments was to be further displayed as not enough information about means
of how to book e.g. website, display boards, advertising systems in practice.
Name badges
Members informed us that not all staff were wearing name badges. It was felt that as the
practices had now merged that new name badges would be sort. The group were informed
that pictures with staff names had now been placed in the waiting rooms, and requests that
staff inform patient who they are when they answer the phone.
Holt Park Closure
Members asked if Holt Park would still be closing or would the practice be appealing against
the decision NHS made not to close the branch. The practice informed the group that for the
foreseeable future the branch would continue to be open.
Quality Inprovement Scheme
The group were informed that this year the practice would be working to improve the quality of
care and diagnosis/medical management for patients diagnosed with COPD (chronic
obstructive airways disease and the method of our intention to do this.
Hand Gel
It was noted that since the refurbishment of the reception desk at Abbey Medical Centre there
was no hand gel machine. Although Hand gel was available but not in the machine. The
practice will make available another machine to be located in the entrance.
The group were informed of the new refurbishment work that had taken place at Abbey
Medical Centre, which includes a new reception desk for disabled access (some members
thought too high in places.). Automated disabled access doors and 2 further consultation
rooms. Members enquired about lack of parking. The group were informed that the practice
was looking at costings of having further car parking spaces at the rear of the surgery where
at present there is only room for the GP’s to park and the group informed that Moor Grange
parking could not be improved although past attempts for planning permission to do so was
rejected by locals living in the near vicinity.
The group were shown our new meeting room at Abbey Medical Centre which had recently
been converted and were delighted with the change.
Finally we asked the members of the group if they could bring ideas for improvement or areas
we could work on as a group to the next meeting.
Date of next meeting:
September 3rd 2015 at Moor Grange Surgery: 6pm