Brocklebank Group Practice
Minutes of the Patient Participation & Involvement Meeting
Wednesday 2 December 2015, 6.30pm
Brocklebank Attendees:
Patient Attendees:
Mrs Sue O’Donnell
Miss Tina Pascoe
Miss Julie Walmsley
List on file.
Business Manager
Practice Manager
PA/Managing Partner
The meeting was led by Sue with input from Tina and was minuted by Julie.
1 Patient Input
From 1 April 2016 it will be a contractual requirement for all practices to have a
patient participation group (PPG) and to make reasonable efforts for this to be
representative of the practice population.
Patient discussion points:
i)
ii)
iii)
iv)
v)
True representation would be difficult for all practices
Patient meetings work best when patient-led.
Patient turns at chairing.
Better when focused on sub-groups / ethnic ones to include interpreters.
Invite advocate representatives, i.e. a mother and baby / 25-40 year old, etc.
Agreed:
i) 2 general meetings a year, with 2 specific ones, e.g. men’s health.
ii) To be advertised to e-group and via newsletter.
iii) Unanimous agreement from attendees to be contacted by CQC if needed.
2 New Website (www.brocklebank-practice.co.uk)
Launched last week, it is more intuitive and user-friendly. Another benefit being
we are able to self-edit it now, as opposed to relying on external contractors.
Patient Action: Please put it through its paces and make sure everything works
as it should / make suggestions for better display, etc.
BBGP Patient Meeting 2 December 2015
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3 E-Consultations
Facility whereby instead of coming to the practice or speaking on the phone, a
set of structured questions produces an electronic record to which the GP replies
within 24 hours. Launched in January 2015, advertised via a text campaign and
with a big poster in reception, it costs the practice £7,000 per year. At current
rate of usage, it costs more than a face-to-face consult.
Patient decision: Should we keep it for another year or not?
Patient discussion points:
i) Quite a broad list of conditions.
ii) Newest button (offering admin support) likely to be the most useful.
iii) Suggestion that while holding on the phone, automated message alerts
patients to ability to e-consult.
iv) Patients don’t want to have to select who provides the best advice:
pharmacist or 111; that’s why they come to see a GP. Sue assured they
were clinically sound algorithms and red flag symptoms would always
direct the patient back to the GP but will feed back these points.
Agreed:
v) We are trying to provide different initiatives for different cohorts of
patients; i.e. those who can use email (approx 70%) and those who can’t
(approx 30%). No one solution will fit all patients but something for
everyone available.
vi) To put auto message about e-consult option on phone.
vii) Patient group would use it instead of phoning the practice for an
appointment or tel con and feedback to Sue (sue.odonnell@nhs.net)
what they thought of it.
viii) To renew for another year at the same price.
4 Access Survey 2015
Survey results circulated with minutes & added to website.
Contractually, the practice is required to check that it is using funding for
extended hours in the best way, i.e. patients think we are open at appropriate
times. Sue surveyed the patient population via email for their thoughts; approx.
8000 patients, for which 700 replies were received. The over-riding feeling was
late evenings (until 8pm) were better than early morning (7.30am).
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5 Complaints Review 2014-15
Review included within Sue’s presentation, circulated with minutes and added to
website.
A significant increase on the previous year unsurprisingly given the financial
pressure within the system at St George’s Hospital and the nurse recruitment
problem which left the practice relying on locums. Additionally we have
included complaints made about other providers who work from the building but
who are not managed by our practice.
Patient discussion points:
i) Practice is too hard on itself and should only record those complaints on
services we have direct responsibility for and control over.
ii) Out of all complaints received, only 4 were upheld whereby Sue raises a
Significant Event Analysis at the GP/staff meeting to make them aware and
to agree how to avoid future recurrences. None have required legal action
or Ombudsman involvement.
iii) Suggestion that we differentiate the process so patients can feedback a
complaint, a concern or a compliment.
6 Contractual Requirements
i) Named GP: every Brocklebank patient is registered against a Partner’s
name.
ii) Avoiding Unplanned Admissions: active management plans for the 2% at
risk of hospital admissions or those over 75. Equates to 259 patients for us.
iii) Publication of net earnings (2014-15): partners had their accounts
meeting 2 weeks ago so the accountant is working up the data.
iv) Expansion of online services: Brocklebank patients are now able to
review their results and immunisations online. Will expand further access
as much as possible but working through governance issues which the
Management Team is looking into,e.g. at what point should parental access
to childs medical record cease and transfer to the young person.
v) Quality Outcome Framework (QoF): large proportion of practice money
has been removed by NHS England and put into core services, services we
still have to undertake.
Patient discussion points:
i)
Concern about patients on the list but who no longer live in the area.
Known as ‘ghosts’ within the practice, Sue assured patients we are always
checking our list and removing any.
ii)
Community Virtual Ward in place to visit those patients vulnerable of
hospital admission.
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7 Who we are
List of everyone who works at the practice:
8 partners, 8 GPs including a trainee, 6 nurses, 3 HCAs, 2 managers, 7
receptionists, 3 secretaries and 4 administrators.
Future planning to minimise recruitment issues:
i) Physicians Associate: mid-way between nurse and GP, they can see
patients but are unable to prescribe. We are currently training one up at
Brocklebank and will be looking to employ one going forward.
ii) Clinical Pharmacist: very warm to the idea of employing one on-site but,
unfortunately, we don’t have room capacity at the moment.
iii) Online Consultations: running a campaign to encourage patients to book
appointments online.
iv) Referral Line: we now have a dedicated phone line for patients to call
when chasing their referrals and appointments.
8 Next Meeting
Sue to determine focus of meeting, set date and invite participants.
Agreed: it would be set up around a table.
Sue thanked everyone for attending and concluded the meeting at 8pm.
BBGP Patient Meeting 2 December 2015
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