Beechcroft Medical Centre MINUTES Patient Participation Group Meeting – Tuesday 13th March 2012 – 6pm 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. Reception 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 patients. 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. Appointments 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! Communication 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 Amanda.firstname.lastname@example.org or by letter for her attention to the practice which will be passed to her. 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 months. 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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