The Chapeloak Practice
Minutes of the meeting held on Tuesday 24th January 2012 at 6pm.
1. Apologies for absence: Apologies for absence were received from M.H.,
S.W. and A.O. plus Dr. Jason Broch.
2. Present: Mr. H. R. (Chairman), Mrs. J. S., Mr. G. C. and Paul Storey.
3. Confirmation of minutes of the last meeting: The minutes of the meeting
held on Monday 17th October 2011 were confirmed.
4. Matters arising:
There were no matters arising.
5. New triage system
Paul informed the Members that the P.C.T. improvement managers had
visited the Practice and had suggested that we introduce a telephone
triage system. He said that the Practice introduced a triage service on
Mondays from the 14th November 2011.
6. Patient questionnaire
Paul went through the results of the patient questionnaires, with the
members, and the following issues were highlighted.
Q1.2: How easy do you find it to book a non-urgent appointment with a
The answer was that 21% said that they found it “difficult” and 7% said
that it was “very difficult”.
Paul said that Patients were always complaining that they cannot get
through to the surgery when we open and this is because we only have
space for 3 receptionists answering the phones on a morning.
Paul said that this situation will be addressed when the new surgery is
built and he will ensure that there are adequate staff, with more telephone
lines, answering the calls on a morning.
Q1.3: How easy do you find it to book a non-urgent appointment with a
16% of Patients said it was “difficult”.
Paul said that the same reasons described in Q1.2 applied and additional
staff in the new surgery will alleviate the problem.
Q1.7: If you couldn’t get an urgent appointment why did you think this
59% of patients said that there were not enough appointments. The
P.C.T. improvement managers had already highlighted this and the
Practice had introduced a telephone triage service in mid November, on
During the meeting it was agreed that the Practice would try telephone
triage on other days of the week to see if this improves access.
Q1.20: In the last year, have you been able to book an appointment with a
G.P. more than 2 days ahead?
31% of patients said no.
Paul said that he could not understand this as patients have been able to
book up to 7 days ahead for many years.
It was agreed to try opening up a small number of additional
appointments 14 days ahead, to see if this helps the situation. He also
agreed to print some new leaflets explaining how the appt. system works.
Paul apologised that Dr. Broch had been unable to attend that evening as
he wanted to give an update on the situation for the Members. He said
that Dr. Broch would definitely be attending the next meeting to present
the latest position.
Paul informed the Members that the P.C.T. had approved the application
in principle and negotiations were now taking place with the landowners
8. Any other business:
H.R. asked about the current D.N.A. rates and Paul said that
he did not have the figures with him. He said that he would bring the
latest figures to the next meeting.
9. Date of next meeting
It was agreed to hold the next meeting on Wednesday 28th March 2012.