Church View Practice (Yellow Suite) Patient Participation Group Meeting : 18th March 2015 Present: Susan Shelley, Practice Manager Paul Chaplin, Patient and Chairman Terry Chipperfield, Patients representative Jan Donachie, Patients representative Terry Murch, Patients representative Dawn Iwikau, Patients representative Judith Pender, Patients representative Brian Beaton, Patients representative Janet Poole, Patients representative Maurice Poole, Patients representative Apologies : Received from Patricia Hall 1. Welcome Practice Manager welcomed all present. 2. Minutes of previous Meeting Dates of meetings for the remainder of this year should be 17 th June, 16th September and 16th December 2015. With that amended, minutes of the previous meeting, held on 17th December 2014, were agreed. 3. Patients Survey 2015 Terry was thanked for his work in collating the survey, Practice Manager advised that results would be published on the Practice website by 31 March. As previously, the names of Doctors/Nurses would not be shown. It was noted the number (148) of completed survey forms received was similar to last year. In addition to survey forms being available from reception and on line, Practice Manager advised that they were also sent to patients with their nurse/doctor review letters, although this only applied during the survey period. From the results, it appeared the question in regard to the Electronic Prescription Service (EPS) was unclear. The wording of this question would be reviewed for the next survey. Furthermore, it was apparent that the Vision online facility was well liked by some patients, although others found it less user friendly. Some Survey respondents had suggested the Practice could assist, by for example, holding patients passwords. Practice Manager explained, this was not a feasible option. Support was given, where possible, for online facility's but, regrettably, a few patients had experienced ongoing difficulties with the password access. In such cases, it was unfortunately necessary to cancel access to the online system for those patients. Lack of privacy at the reception desk was again a feature from the survey results and while the screen/queue notice had given some modest improvement, other possible measures were debated. These included the position of reception desk telephones, adequacy of the existing screens and the option for patients to discuss confidential matters away from the reception area. Without substantial expenditure, such alternatives were considered impractical. It was agreed however to ascertain the number of confidential issues raised by patients with the reception staff and while it was acknowledged that reception staff were diligent, they would be reminded of the need to discuss all confidential issues as discretely as possible. Overall, a wide range of comments had been received through the survey, many complimentary of the Practice/staff, others suggesting areas for improvement or dissatisfaction. All comments would be further analysed and where applicable a response given either thought a notice within the reception area and/or on the website. 4. Practice/Community News and Issues No issues for reporting at this meeting. 5. Any other Business a) Electronic Message Board/Booking In Screen In regard to the electronic display within the patient reception area, some benefits were noted by the inclusion of picture graphics, it being agreed that no changes would be made to the format of that display. However, from 1 st April, the cost of that system, together with the patient signing in monitor and associated software, would be passed to the Practice from the Community Health Care Group. This would be a substantial additional cost to the Practice, the level of that charge being seen as excessive. Brian Barton agreed to look at possible alternatives, noting the need to ensure compatibility with the existing clinical systems at the Practice. The possible misuse of the “booking in” screen for a short period during the early morning also to be checked. b) Patient On line Access to Medical Record Practice Manager advised that the first stage of a nationwide scheme whereby patients could view their medical record on line was planned for implementation from 1st April 2015. Initially, at this practice, only those records entered on/after the application date to view medical records would be available. Over time as the system evolves, the amount of information would be extended to view test results, hospital letters and GP consultations. As part of the system safeguards, it will be necessary for patients seeking access to first have identity verification from the Practice whereon password access could then be granted. Those patients using the existing online appointment booking system would be contacted to ensure appropriate identification prior to access to their medical record being given. c) Synchronisation of Repeat Prescription Ordering Within the Practice, it was felt that those patients with two or more repeat prescription items would benefit if the reordering of those items was synchronised. It was acknowledged that in some cases, this could be a substantial task and the assistance of patients would be sought in this objective. Supporting this initiative, some of the group mentioned that a few pharmacists already offered help to patients in this respect, undertaking a medicine usage review, this in addition to their collection/delivery service. d) Lions “Message in a Bottle” packs It was felt the emergency “Message in a Bottle” packs should be available from the practice. As these were already available from some Chemists, Practice Manager felt that was appropriate, but accepted a small number could be available for issue from the Nurses. e) Reception Area Practice Manager agreed that Group members could ensure a wider range of more up to date magazines were available within the reception area but stressed that any publicity material must be avoided. 6. Date of next meeting Agreed the next meeting would be held on Wednesday 17 th June 2015, commencing at 6.30pm. -------------------