Patient Participation Group Meeting – 29 July 2015
AGM
Minutes
Present:
Linda Bennett, Practice Manager. Sandra Smith, Assistant Practice
Manager. Sue Dorrington, Secretary. Cath Stapley, Senior Patient
Services Receptionist.
Greg Yates – Chairperson.
Joy Verrier – Vice Chairperson.
David Morris, June Byrne, Rob Beacham, Marian Fellows, Ian Gould,
Valmai Griffiths, Alison Lee
Apologies: Karen Partington, Nicola Wild
Greg informed the group that John Caley has tendered his resignation. Greg thanked John for
his very valuable contribution to the group.
Re-election
Linda took the Chair and proposed Greg to stand again as Chairperson. Seconded. Greg
thanked the Group and members of Heath Lane staff for their support over the past year.
Greg proposed Joy to stand again as Vice Chairperson. Seconded.
Greg proposed Ian to stand as Group Secretary. Seconded.
1.
Minutes
The minutes from the meeting of 29 April 2015 were approved.
2.
Matters Arising
One question was put to the Group from a patient regarding the Electronic Prescribing
Service (EPS). This was noted to have been dealt with by the Practice. A question was
raised about notices regarding the surgery being placed on patient prescriptions asking
for patients to contact the surgery via email. Not all patients have access to the internet.
Sandra will investigate whether we can amend the notices.
3.
Parish Council
Update by David. Carol Clark, clerk to the Parish Council informed David that
the problems with the IT system are still ongoing. They will hopefully be sorted by
Autumn time. David had an example of the “Vicars Cross Voice”, where the Parish
Council have a regular “slot”. This was handed to the surgery as a possible future place
to consider putting communication.
4.
Business Plan
All areas are progressing.
Our new ANP (Advanced Nurse Practitioner) is working well and we have plenty of
capacity on a Friday and looking at how we can best utilise some spare capacity that we
now have (pre-bookable ANP appointments and opening up some routine bookable
appointments in the duty doctor appointment screen).
HCAs (Health Care Assistants) also have some spare capacity so Kitty is working with
them and training them to undertake some further nursing tasks. They will work to a
nursing protocol. We have very well qualified and experienced HCAs who are able to
increase their nursing skills.
We are planning an ‘away morning’ in October for the GPs – with locum cover that
morning – to look at communication and organisation in the GP team and how this can
be improved and work more efficiently and effectively in managing the increasing
demand on the service.
5.
Clinical Indicators
LB mentioned at the last meeting that we did very well on recently published clinical
indicators and that she will give further information on these towards the end of the
year when we will have a full years data (eg at the October meeting).
6.
Opportunity for further Premises Improvement Funding
There is further funding from NHS England available for practices to apply for, and
receive, 66% of the cost of making improvements to the surgery premises. There is a
list of criteria that has to be met regarding the work that we can apply for. The Surgery
are looking at further improvements to the reception area and back office
environment/ flooring in some of the clinical rooms/refurbishing the meeting
room/some car park improvements/refurbishing the other patient toilet with the babychanging facilities. The practice have welcomed the fact that Ian Gould is lending his
vast experience and knowledge in this field and is helping by drafting the application.
The biggest challenge is the timescale. It has all to be submitted by the 17 August,
including three quotes for each project.
7.
Improved lighting in waiting room and consulting corridor
LB hoped everyone had noticed this. The surgery are very pleased and think that it
makes the waiting room look new, fresh and modern. It is a bit like have a giant
skylight overhead. This type of lighting improves any room as it is like sitting outdoors
so you have a more natural feel and a calming effect, plus the running costs are minimal
as they have a five year guarantee and cost one tenth to run compared with the old
lights.
8.
Complaints
LB will collate the complaints at the end of the year so will summarise them and
circulate prior to the January 2016 meeting.
9.
New Wellness Co-ordinator
The CCG were successful in gaining funds from the Prime Ministers Challenge Fund
(PMCF) – to set up pilot innovative GP projects that would enhance patient care,
particularly focussing on care of vulnerable elderly patients. One of the projects is to
introduce care co-ordinators into the clusters of GP practices. Ours is starting on
Tuesday 4 August.
The wellness coordinator, via Age UK, will be recruiting a team of volunteers to
support her in her role and delivery of the service. The PPG may wish to volunteer
themselves or encourage patients to volunteer.
10.
In-house direct patient access physio service – starting in October
Again this is a PMCF funded initiative.
The PPG noted their concern regarding continued/long-term funding of these new schemes.
11. Electronic Prescribing Service (EPS)
This is working well with most chemists - overall patients are positive about the service.
There have been some issues raised with the practice and the PPG re the EPS system
and Young’s chemist. The practice has discussed these with the chemist and Bill Young
has also had a meeting with his staff to try to resolve. Michelle, Medicines Manager
(MM), is monitoring the situation. We have had no reports of problems for the last two
weeks. However, two members of the PPG pointed out that they were still getting a
seemingly inefficient service and Sandra has noted their experiences for the next
meeting with the pharmacy.
There is also slow uptake on patient access to medical records (medication and
allergies). Online booking of appointments is going well.
12. IPSOS Patient Satisfaction Survey (PSS) and other surveys
Greg had previously circulated the latest summary of the IPSOS Mori PSS by email to
the members. We have generally improved our score except disappointingly in the
reception service.
Greg has also circulated some analysis undertaken by the PPG chair from Boughton
Medical Centre and we came out as one of the top practices in that.
The latest IPSOS results were disappointing and this had been discussed with the team
at that afternoon’s admin meeting and their feedback was obtained. There were further
plans for ways to improve, and hopefully the results of the next survey will reflect these.
It was also noted that there was a time lag in the MORI survey, which predated the
changes to the Patient Service team and reception area.
The Surgery had undertaken our own satisfaction survey in the surgery over a four week
period and overall the survey proved that:
84% of patients surveyed rated top marks for the service they received
84% of patients surveyed rated top marks that their request was met
92% of patients surveyed rated top marks for the service being welcoming and friendly
60% of patients surveyed rated top marks for the confidentiality of the desk area
The Friends & Family survey undertaken has proved that:
54% of patients surveyed would be extremely likely to recommend the practice to their
Friends & Family.
32% of patients surveyed would be likely to recommend the practice to their Friends &
Family
Remaining 14% of patients didn’t know whether they would be likely or unlikely to
recommend the practice to their Friends & Family
PPG members noted that the Patient Services Team were doing an excellent job and
wanted their support and praise to be passed to the team.
13. Early Visiting Service
Early intervention for elderly people in particular. If the North West Ambulance
Service (NWAS) is called out in the morning to a patient, they can call the surgery and
can speak to a GP for further instruction and advice. This is a costly service, although
seemingly very popular and effective with patients. The Eastern Chester Cluster (Heath
Lane, Boughton, Upton and Park surgeries) have not initiated this service at present.
14.
Extended Hours
Patient Services Team actively promote this jointly Cheshire West funded service. The
scheme is going well and is due to receive more medical resources through the Prime
Ministers Challenge fund. The surgery also actively promote Pharmacy First, including
distributing the special leaflet. However, the PPG chairs group have noted that there
are inconsistencies in the message between different parts of the NHS and this topic
will be discussed at the next PPG members training day in October.
15. Carers
Ian met with Jolene, GP Carer Link Development Worker (Cheshire West), regarding
the Carers Service. This is an ongoing service within which Jolene is funded until
March 2016. He explained that Jolene faces many barriers of people not accepting that
they are carers. Anyone who cares for someone is eligible for help. There are leaflets
available at the Patient Services reception desk. Ian would be circulating the notes of
his meeting along with the minutes of this meeting. This was an example of the PPG
looking at how the needs of particular groups of patients were being helped by the
surgery, as part of their efforts to be as representative as possible. The chairman asked
if any member wished to do the same sort of review of any other area they had interest
in – patients with dementia was suggested.
16. AOB
The Website is continually being revamped by the Practice. Also, the website provider
does some updating. The Chairman and other members expressed much satisfaction
with the new, more modern format. However there are a number of information
sections which are out of date or incomplete, including the section on the PPG. Joy
Verrier, Alison Lee and Rob Beacham would form a task group to review the items that
needed attention and advise the Practice accordingly.
PPG Members’ Training Day – Cheshire View: Friday 16 October 2015, probably
2.00pm – 4.00pm – Details to follow nearer the time from the West Cheshire PPG
support team
Date of next Heath Lane PPG meeting:
Wednesday 28 October 2015
5:00 – 6:30pm
Heath Lane Medical Centre Meeting Room
Possible pre-meeting at 4:00pm – To be confirmed