CROFT MEDICAL CENTRE
Patient Participation Group Meeting
Tuesday 17th December 2013
Chair: Les Thacker
Minutes
1. Apologies
Bob Manton
Shirley Manton
Charles Hunter
Norma Lewis
John Green
Liz Peck
Jean Wiggett
Alison Simcock
Dr S Dhesi
Jackie Chamley
2. Present
Les Thacker (Chairman)
Sarah Davies (Croft Medical Centre)
John Redshaw
Julian De Mortimer
Ann Betresse
Sue Hogarth
Alan James
PPG update:
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As No-one was able to take minutes Les Thacker took rough notes of the
meeting.
Sarah Davies would prepare a form, for members to give email numbers
and contact details to other members of the group.- Form completed
and copy attached at the end of these notes
Julian De Mortimer - reported on matters discussed at the Group PPG
meeting held at the Sydni Centre. Thank you Julian for your attendance to
this meeting. A regular point on the agenda will be put on for you to
inform the group of discussion points of the wider group meeting.
PPG Wider Group:
Julian De Mortimer - There was a report on A&E usage - Croft Medical Centre is
not the highest user - we are fourth on the list. A large number of A&E users are
parents taking children. A&E usage is increasing and there is a need for
education and encouragement to use 111. There is a feed back to surgeries and
these are referred to the CQC by each medical centre. Julian felt there is a
need for a walk in facility and also a means for effective communication to
educate all potential A&E users. (I could well have missed some points here, if so
would Julian please advise Sarah if any points need to be added)
Sarah advised that Dr Foster has made a study of A&E and may be able to talk
about it to the group. – Dr Foster has been emailed to ask if he can attend the
next PPG meeting to discuss this further.
Practice update:
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The Group would like decision on how the practise will respond to 7 day a
week GP availability if the government make this a firm directive.
The Saturday morning surgeries were not used by patients and therefore
prescription collection on Saturday morning was not possible. Patients had
booked Saturday Morning Appointments and then not attended and
resulted in a high DNA rate – The current proposals are being considered
by the partners.
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A Practice Manager is currently being recruited with one of the key job
specifications being experience; the PPG Group welcomed this news.
When a new Practise Manager is in place an Organisation Structure can
be produced. Closing date for the position is the 20th December 2013, for
interviewing in the New Year.
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There are currently four partners: Dr Warner, Dr Tait, Dr Dhesi and Dr Foster.
The Practise employs salaried GP’s and registrars. Sarah Davies introduced
the new Nurse Manager to the PPG Group and will start introducing the
GP’s and their specialities etc
PPG Actions/Issues raised:
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John Redshaw suggested that the Group should identify one specific area
or subject on which we could concentrate until completion, and then
move on to the next on the list. Les Thacker said this was an excellent
suggestion and asked. Members to consider items that we could prioritise
for the next meeting.
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A C Lloyd has allocated a specific amount of money to Croft Medical
Centre in their revised planning application. Developments are usually
carried out in phases which should allow the practise time to plan how
and where to apply the money to cover the inevitable increased activity.
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The revised telephone system was in operation, after the practice
evaluating feedback from the PPG and patients. The new system allows
for all patients who require an appointment on the day to be contacted
by a doctor. However it still proving problematical:
1) As all the forward appointments have not been put on the
computer – the literature given to patients advises that you can
book up to one month in advance – you can not do this at present.
– Jackie the assistant PM has been working on this and this will
become available, however the first priority was to ensure on the
day appointments were available, rather than routine
appointments. This will be worked on as a matter of urgency and is
being monitored by the GP’s. Les felt that with one major segment
of the new system not being in place when it was launched it had
no chance of being successful.
2) The telephone lines are always busy at 8am and patients have
difficulty getting through. Sarah advised that Croft Medical Centre
has ten phone lines whereas other local surgeries have seven or
eight, it seems to be a common problem at a majority of surgeries
and a bottle neck on surgery lines normally occurs at 8am. The new
system should help to alleviate this issue, the gp’s will continue to
monitor this. John felt that communication was a central problem
as he had not been aware of the new system until this meeting –
Sarah Davies confirmed that
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Sue Hogarth advised that the timing to phone for appointments in the
morning both for young people who had to attend school, and people
having to go to work, caused major problems for them. Would it be
possible to have an open surgery for half an hour each afternoon to cater
for them, if they had not been able to make phone contact in the
morning, Sarah felt this was unlikely but would refer it to the Partners for
consideration; there is currently provision for urgent appointments via our
PM GP Duty Doctor provisions.
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The group were asked to consider two questionnaires – One from Keith
Powell from Tim Morris. This questionnaire is for the practice and to obtain
patient feedback. – Feedback received so far from Sue and Anne has
been sent on to Tim Morris. The second questionnaire related to EOL
feedback, several of the members offered for complete this and their
feedback has been sent off to Linda, who was co-ordinating the
feedback, Thank you to all those who were able to give feedback.
John Redshaw reported on the Carewatch meeting:
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273 questionnaires had been returned from young people (between 10
and 21)
95% of their problems were the same as those presented by adults
40% of young. people feel that they are not involved when they are
accompanied by parents to appointments. Dr’s and nurses talk directly to
the parents and ignore the children, or talk down to them
The young people feel that they should be treated as young adults and
play a full part in discussions concerning their health.
Young Mums often feel patronised by Mid-wives and nurses
The Meeting felt that young people should be supported and encouraged to
attend PP groups; John Redshaw would be willing to be the interface between
this group and a young people’s forum if we could find ways of encouraging
young people to attend.
PPG Actions points
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Update from Tim Morris on patient Questionnaires
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Update by Dr Foster - details of the A&E survey & what action is needed
to re-educate patients.
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Members to discuss and agree a topic for the PPG to action – each
member to come with an idea
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Feedback from partners on seven day week GP availability
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Update on recruitment of a full-time replacement Practice Manager
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Volunteer for next meetings minute taking – please
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Organisation chart available & GP’s specialities
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Update on A C Lloyds development
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Julian – wider group focus points
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New appointment system – up and running fully?
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The suggestion box provided in reception - can patients make direct
contact with the PPG? PPG board needs a revamp – PPG pictures etc
and larger sign for feedback – volunteers to help with this please.
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Health Watch update - It was felt that a separate group for young
patients would be the best method and John Redshaw volunteered to be
our liaison member if a group can be set up, maybe using
facebook/twitter/website
** These are notes only, as it was not possible to take minutes and chair the
meeting so there could be some inaccuracies and omissions (and spelling
errors!) – Thanks Les
Next Meeting:
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The next meeting is arranged for Tuesday the 28th January 2014 with an
informal meeting for tea/coffee and biscuits at 12noon, with a formal
meeting between 12.30 and 1.30 with two members of the practice
present.
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Please send all agenda points to Sarah Davies,
sarah.davies@croftmc.nhs.uk by Friday 24th January 2014
Thank you for everyone’s participation.
CROFT MEDICAL CENTRE
Patient Participation Group Meeting – Contact details
As a group it has been decided that we would like to share our contact
details with each other. Therefore we have devised a form to consent to
this and agree to the following terms;
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I will provide my contact details below that can be shared with the
Croft PP Group. These will be recorded and handed out to the
group members only.
I will respect that other contact details have been given out in
good faith and I will not pass these contact details on to anyone
outside the group.
The Croft Medical Centre is not held responsible if these contact
details are used inappropriately by any members of the group.
Name:
Signature:
Contact details
Home number:
Mobile Number:
Email address:
Other details you wish to be shared: