Beechcroft Medical Centre by 2m9tDq


									                                                    Beechcroft Medical

Patient Participation Group Meeting – Tuesday 13th March 2012 –

Present: Amanda Salmon, Nishma Shah, Dr Duggal, Jo Drage
and 5 patients
  1. Welcome from Amanda
  Amanda welcomed the group and went through the action plan from the last meeting.
      Actions from the last meeting
  Surgery received a comment on being more friendly for hard of hearing patients. A patient has
  recommended a company that can provide hearing loops.
  The PCT are offering funding for practice equipment, Nishma has sent the application to the
  PCT and we are waiting to hear if we have been accepted. The funding will enable us to buy
  new chairs with armrests as well as books and toys.

  We have a new website now and can communicate better with patients.

  2. Internal Practice Survey Review
  Amanda discussed the practice survey- content and method. The nurse data may include the
  old nurses as Jo started halfway through the year.


  Amanda discussed Q2 – satisfaction with the receptionists – 69% of patients are happy (nurse
  survey) and 70% of patients are happy (GP survey). Amanda asked the patient group for their
  views and the comments included reception staff doing a good job and they have no problems
  with how they perform.

      Telephone Access and Communication with Patients

  The group did mention the 0844 number and the cost from mobiles may be higher that to an
  020 number. Amanda explained that at a previous patient group meeting, they reviewed
  comments from the suggestions box as well as their own experiences
  and found that the cost to call the surgery from some mobile networks was more than then
  cost to the 020 number so after a review at the last patient group meeting the practice
  implemented an 020 number to run alongside the 0844 number to give patients the choice to
  use either. There were some restrictions like not being able to use the queuing system and
  instead receiving an engaged tone.

  Some PG members said they were not aware of this as they had not attended the last meeting
  and had not been in the surgery to read the minutes on the board.

  This raised the issue of communicating with patients and that sometimes patients did not have
  time to read the minutes on the notice boards in reception. Amanda said that at present the
practice only sends minutes to the members of the patient group and to those who request
minutes as well as a display on the notice board. The group all said that was not enough and
that it may be beneficial to communicate with the whole patient population.

Group discussed ways such as a

        newsletter
        website
        delivery of minutes

     It was then discussed that the current system of booking appointments may not be fair as
patients on the phone are answered quicker than the patients queuing at the door and as the
appointments are on a ‘first come first served basis’ it was causing some frustration with

     Dr Duggal mentioned that he can hear staff on the phones in the morning and that
 appointments are booked by patients calling in and those who come at the desk do not get an
 appointment as they have been booked by patients calling in. A patient suggested allocating
 certain appointments that can be booked by telephone and certain appointments that can be
 booked at the front desk. This was welcomed by the surgery team and would be referred to
the Management Meeting for final approval.

Waiting Times for appointments

Amanda discussed Q7b – waiting times to be called in when patients come for their
appointments. 51% of patients are satisfied (nurse survey) and 49% satisfied (GP survey).
Clinics can be booked up to 6 weeks ahead. We do not put clinics in further than 6 weeks due
to staff annual leave requests and also to avoid calling patients to cancel and reschedule
appointments if a clinician does go on annual leave.

Amanda provided some statistics on the number of appointments that patients use per year.
Patients use on average 15 appointments per patient per year at the surgery. Some of the
main reasons that were found were

   Second and third opinions following seeing a temporary doctor – some reasons for this
    given by the group included lack of trust in doctors
    DNAs which amounted to on some weeks up to 10-15% of appointments. Group
    discussed ways to deal with this and will continue to discuss at meetings. The group
    suggested that patients should be contacted if they DNA their appointment but we have to
    balance it correctly as they may have a valid reason for not attending and not cancelling
    beforehand. This will be discussed at the clinical meeting with the doctors. Amanda
    suggested running a DNA report at the end of the month and then reviewing as necessary
    and look at individually if certain names appear multiple times. May need to send letters if
    it is continuous or call patients and find out why they did not attend.

With Dr Clark coming back we will now have a permanent team and hope that this will release
some appointments so that we are not so busy and wait times not so long.

Ways to Improve Patient Experience

The group had a discussion about the use of chaperones and some members of the PG said
that it was a waste of staff time to act as chaperones, Jo said that chaperones were also there
as added protection in some cases for surgery staff.. It was suggested that patients should be
informed that they can bring a family member and have posters in the waiting room – ‘Do you
want a chaperone? – Please ask or bring someone with you’ but we currently have too many
posters in the waiting room!

Communicating with patients via newsletters – cost and time issue. We have a new website
which is more useful and user friendly. We can put more information on ourselves which is
something we could not do with the old website – we will have the PG minutes on the site
when available.

If patients have any comments, they can send them to Amanda. Even though she is on
maternity leave but she is still reviewing them. She can be contacted by email or by letter for her attention to the practice which will be passed to

Amanda asked the group if there was anything that can improve their experience of the
surgery. Patient Group commented on the surgery being very good and the doctors and nurse
being kind and helpful and good at their jobs and that they are happy with the service they get,
both from the medical team and from the administration team.

 Multiple problems

 Discussed the issue of patients booking urgent appointments with multiple problems which
 take longer than 10 minutes. The patient group feel that 10 minutes is sufficient. Amanda
 suggested that patients should write a list of problems they have and the doctor can prioritise
 and advise patients to book another appointment if necessary.

3. Brent LiNK
Apologies as Brent Link were unable to attend today.

4. A look back at the last few months and changes in the practice

Staff update
Amanda announced that Dr Clark has resigned from her LMC job and will be coming back full
time to the surgery in May. This was welcomed by the group!!

Amanda read out a statement from Dr Clark – apologised that she could not attend the patient
group as she is on sick leave and thanked the patients for contributing to the patient group and
for all the well wishes and cards she has received and she will be returning to the surgery soon

Amanda has been on maternity leave and Dr Clark has been off sick. Amanda mentioned the
struggle and pressure that staff have been under lately and praised staff for all the hard work
and for coping well.

The group welcomed Dr Dudhia who has now had her contract extended for a further six
 The group also wished Dr Khan well as she is now on maternity leave and a member of the
reception team will also be going on maternity leave soon!

Jo also talked about her role as a Nurse Practitioner and as a prescriber. She said that she
currently has a long waiting list but as we move through the next few months and the backlog of
appointments, things should clear up and she can then start to see patients using her Nurse
Practitioner skills which include

    Assessing patients and liaising with a doctor during the appointment if necessary
    Referring to hospitals
   Prescribing certain drugs including antibiotics
   Adjusting medications such as asthma medication.
   Requesting blood tests
   Ordering investigations such as X-Rays

5. Review of comments
        -    A patient wanted to see a female GP but none in the practice – this was a one off
             as we normally do have a female GP.
        -    Locum GP was rude – he is not coming back
        -    Timekeeping with doctors – reception to talk to patients and inform them if a
             clinician is running late.
        -    Expensive to call 0844 number – new 020 number implemented

6. Have your say
    Patients suggested/commented on the following:

    - We should provide water to the patients.

    - New carpet – Amanda informed the group we get the carpet cleaned and cost an i9ssue
    but will refer to Management meeting

    - DNA (did not attend) – Amanda informed the group that 15% of appointments are DNA
      - some are prebooked and some are on the day.

    - Blood tests – we do not do blood tests at the surgery as this is appropriate for the
      phlebotomist to do and in terms of collecting the blood, it does not keep overnight. If
      patients need to have a blood test, they can go to Chalkhill Health Centre. There is also
      a list of clinics on the bottom of the blood request form. Some blood test results are back
      the next day but some may take a few days to come back as they take longer to analyse.

    - Interpreter – we have access to interpreters but it would not be suitable for family/friends
      to interpret – they would have to be professional interpreters. If a patient needs an
      interpreter, they can book a double appointment. We have the availability of a telephone
      interpreting service where you call a number and an interpreter is available on the other
      end of the phone.

    - New patients – we do take on new patients and there are no limits to the number of
      patients we can take on. Patients are regularly leaving and we have new patients joining.

    - A patient mentioned that she thought the surgery was closed when it was in fact open.
      She suggested installing a light in the porch as this will let patients know the surgery is
      open and someone is inside but also to take the neighbours into consideration.

    - - Reading material – patients commented on the lack of reading material – need new
      books/magazines even newspapers. Amanda informed the group there are health &
      safety issues as more than one patient will be touching it but there is no problem with
      having reading material as long as it is changed on a regular basis and kept tidy. Patient
      group will bring in some new magazines.

    - Suggestions box – we do have one in the waiting room or patients can send an email to
      Amanda or comment via the website or letters.

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