North Swindon Practice
Minutes of Patient Participation Group Meeting
Monday 6th August 2012
Present:
Pam Boseley, Michael and Mair Bowen, Harry Dale, Andrew Francis,
Karen Nash, Ann Reynolds, Ronald Wilkinson
Chris Gebel
Apologies:
Sheila Williams – Sheila sent a written suggestion:
“I wonder if the web site could indicate which days/surgeries non-locum
doctors are working? I imagine regular attenders will know when their
preferred GP is available but for those who use the surgery less regularly this
could support diary management and reduce questions to staff. Or perhaps a
current list could be put into the surgery newsletter from time to time?”
Chris has responded to this; although it is difficult at the moment with so many
stand-in doctors as the GPs rotas are changing each week, once the new
permanent GPs start it is definitely worth considering.
1.
SWINDON LINK PATIENT PARTICIPATION GROUP FORUM
Thanks to Ron for attending the first meeting of this new forum on 25 July 2012.
Participants were asked to work in groups to identify what worked well/didn’t work well
in their local PPGs. A copy of the notes of the meeting and the organisation chart
(unfortunately not in glorious technicolor like the original and therefore even less
understandable) is attached.
2.
TELEQ TRIAL
The group reviewed the draft set-up for the TeleQ system, which is to be trialled in
the practice for a 3 month period from September (date to be confirmed). There
were useful comments from the group with regard to terminology (ie. not all patients
will know what “triage” means, so replace it with a straightforward English word such
as “assessed”; replace “routine” with “non-urgent”. Also make it clear in step 2 that we
will be ringing the patient back, not the other way round. Some concern that patients,
particularly the elderly, might not understand what the # (hash) key is. Chris
explained that the system will default to an operator if a patient fails to press any of
the buttons after a length of time (to be agreed at set-up).
The group thought that the ideal way to obtain feedback from patients with regard to
the system was by means of a phone audit (which could be declined) at the time of
booking the appointment. Chris to check with TeleQ if this is possible. Alternatively
once the system is operational and there is a better idea how it works, group members
will assist with the creation of a questionnaire.
3.
FUND RAISING
The top secret envelope containing the name of the Olympic bear was opened by
Andrew and the winner was identified. She has agreed to her name being included in
the next practice newsletter.
The “name the bear” competition proved to be a hit in raising the practice profile with
patients – all 200 names were sold and £50 was raised towards the water dispenser.
Karen has kindly provided the prize for the next event (guess the number of sweets in
a very large jar, which the winner will keep). This will be the September competition.
Andrew suggested a “guess the weight of the pumpkin” competition in the run-up to
Halloween. A notice will be put up in reception asking for a keen gardener to donate a
large pumpkin! It was also agreed that patients should be included in a giant Christmas
card signing (practice staff already do this by signing a card each year for which they
donate £1.00). Proceeds of the Christmas fund-raiser to go a local good cause.
4.
OTHER BUSINESS
Evidence suggests that about 30% of patients are using the self-checkin, but there is
still room for improvement.
At a previous meeting Andrew made the suggestion that the practice feeds back to
patients the fact that their views have made a difference, and that the CCTV, Water
Dispenser and patient Self Check in are all as a result of comments from patients.
This information will be on the Patient Call TV screen before the next meeting.
Ron enquired about progress with converting the easy-listening music CDs he had lent
the surgery for use on the Patient Call screens. Chris said that our IT person Val is
working on it, but the conversion process is proving quite time-consuming.
Date of next meeting: Monday 24th September 2012