PRG Meeting 03/11/11 Meeting held at the Adel Surgery Attendees: Rod Jewitt (Patient), Jean Dodsworth (Patient), Keith Reynolds (Patient), Angela Rickards (GP), Giles Manchester (GP), Jayne Tait (Practice Manager) Tracey Pickford (Receptionist), Caroline Scholey (Office Manager), Chris Bridle (NHS Leeds). Apologises: B Flemming (Patient), G Tollesfson (Patient) Group agreed the following ground rules: o The group should represent the views of the practice population o The group should focus on improvement o The group is not a forum for individual complaints or single issues o All views are valid and will be listened to o No phones or other disruptions o We will start on time, finish on time and stick to the agenda o We advocate open and honest debate o Confidentiality should be maintained at all times. Comments on the patient survey: o There should be an area for free text so that people can give more detail if they wish. o The survey is very comprehensive. o Survey should ask a question to gather information issues when around telephoning for an appointment. o Survey should ask a question around checking peoples awareness of other ways to make an appointment. o Also discussed ways to ensure the patient survey is send out to a representative section of the population. The aim of the PRG is: o Improvement o Listening to patients o Listening to staff o Two-way o To engage with patients o To coordinate involvement o To support the practice o Governance o Educate staff and patient/raise awareness and understanding Good things about the practice are: o It provides and excellent service o It has pleasant staff Less good things about the practice are: o When there are changes in personnel o Having to wait on the phone when you call to make an appointment Solutions: o Build partnerships/links with other local community groups o Develop a staff board which introduces staff/has photos and outlines staff specialities o Raise awareness of patients around these issues: Different ways of making an appointment When is the right time to call the surgery When is it appropriate to call the surgery Telephone consultations o Add photos of staff to the practice leaflet o Develop a newsletter and use local community groups/papers to advertise. (one PRG member agreed to take the lead on this) Future meetings: o The Surgery in Adel is a good venue but what about people who use the other practice and can’t drive o Agreed to vary time and venue to increase participation o May need to meet regularly initially o Next meeting Agreed to meet in the waiting area at The Surgery (Nursery Lane) Early evening meeting so that people who work can attend Meet on Wednesdays or Thursdays End Jan/early Feb Will look at results of the patient survey/and patient involvement plan at next meeting Other comments o Do you have information about ways to make an appointment in the practice leaflet? o Can the practice email people to remind them about their appointment? o There is not a lot of improvement needed! The next meeting is scheduled to take place at the end of January/beginning of February 2012, on a Wednesday or Thursday only.
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