CROFT MEDICAL CENTRE
Patient Participation Group Meeting
Tuesday 17th December 2013
Chair: Les Thacker
Minutes
1. Apologies
Bob Manton
Shirley Manton
Charles Hunter
Norma Lewis
John Green
Liz Peck
Jean Wiggett
Alison Simcock
Dr S Dhesi
Jackie Chamley
2. Present
Les Thacker (Chairman)
Sarah Davies (Croft Medical Centre)
John Redshaw
Julian De Mortimer
Ann Betresse
Sue Hogarth
Alan James
PPG update:
· As No-one was able to take minutes Les Thacker took rough notes of the meeting.
· Sarah Davies would prepare a form, for members to give email numbers and contact details to other members of the group.- Form completed and copy attached at the end of these notes
· Julian De Mortimer - reported on matters discussed at the Group PPG meeting held at the Sydni Centre. Thank you Julian for your attendance to this meeting. A regular point on the agenda will be put on for you to inform the group of discussion points of the wider group meeting.
PPG Wider Group:
Julian De Mortimer - There was a report on A&E usage - Croft Medical Centre is not the highest user - we are fourth on the list. A large number of A&E users are parents taking children. A&E usage is increasing and there is a need for education and encouragement to use 111. There is a feed back to surgeries and these are referred to the CQC by each medical centre. Julian felt there is a need for a walk in facility and also a means for effective communication to educate all potential A&E users. (I could well have missed some points here, if so would Julian please advise Sarah if any points need to be added)
Sarah advised that Dr Foster has made a study of A&E and may be able to talk about it to the group. – Dr Foster has been emailed to ask if he can attend the next PPG meeting to discuss this further.
Practice update:
· The Group would like decision on how the practise will respond to 7 day a week GP availability if the government make this a firm directive.
The Saturday morning surgeries were not used by patients and therefore prescription collection on Saturday morning was not possible. Patients had booked Saturday Morning Appointments and then not attended and resulted in a high DNA rate – The current proposals are being considered by the partners.
· A Practice Manager is currently being recruited with one of the key job specifications being experience; the PPG Group welcomed this news. When a new Practise Manager is in place an Organisation Structure can be produced. Closing date for the position is the 20th December 2013, for interviewing in the New Year.
· There are currently four partners: Dr Warner, Dr Tait, Dr Dhesi and Dr Foster. The Practise employs salaried GP’s and registrars. Sarah Davies introduced the new Nurse Manager to the PPG Group and will start introducing the GP’s and their specialities etc
PPG Actions/Issues raised:
· John Redshaw suggested that the Group should identify one specific area or subject on which we could concentrate until completion, and then move on to the next on the list. Les Thacker said this was an excellent suggestion and asked. Members to consider items that we could prioritise for the next meeting.
· A C Lloyd has allocated a specific amount of money to Croft Medical Centre in their revised planning application. Developments are usually carried out in phases which should allow the practise time to plan how and where to apply the money to cover the inevitable increased activity.
· The revised telephone system was in operation, after the practice evaluating feedback from the PPG and patients. The new system allows for all patients who require an appointment on the day to be contacted by a doctor. However it still proving problematical:
1) As all the forward appointments have not been put on the computer – the literature given to patients advises that you can book up to one month in advance – you can not do this at present. – Jackie the assistant PM has been working on this and this will become available, however the first priority was to ensure on the day appointments were available, rather than routine appointments. This will be worked on as a matter of urgency and is being monitored by the GP’s. Les felt that with one major segment of the new system not being in place when it was launched it had no chance of being successful.
2) The telephone lines are always busy at 8am and patients have difficulty getting through. Sarah advised that Croft Medical Centre has ten phone lines whereas other local surgeries have seven or eight, it seems to be a common problem at a majority of surgeries and a bottle neck on surgery lines normally occurs at 8am. The new system should help to alleviate this issue, the gp’s will continue to monitor this. John felt that communication was a central problem as he had not been aware of the new system until this meeting – Sarah Davies confirmed that
· Sue Hogarth advised that the timing to phone for appointments in the morning both for young people who had to attend school, and people having to go to work, caused major problems for them. Would it be possible to have an open surgery for half an hour each afternoon to cater for them, if they had not been able to make phone contact in the morning, Sarah felt this was unlikely but would refer it to the Partners for consideration; there is currently provision for urgent appointments via our PM GP Duty Doctor provisions.
· The group were asked to consider two questionnaires – One from Keith Powell from Tim Morris. This questionnaire is for the practice and to obtain patient feedback. – Feedback received so far from Sue and Anne has been sent on to Tim Morris. The second questionnaire related to EOL feedback, several of the members offered for complete this and their feedback has been sent off to Linda, who was co-ordinating the feedback, Thank you to all those who were able to give feedback.
John Redshaw reported on the Carewatch meeting:
· 273 questionnaires had been returned from young people (between 10 and 21)
· 95% of their problems were the same as those presented by adults
· 40% of young. people feel that they are not involved when they are accompanied by parents to appointments. Dr’s and nurses talk directly to the parents and ignore the children, or talk down to them
· The young people feel that they should be treated as young adults and play a full part in discussions concerning their health.
· Young Mums often feel patronised by Mid-wives and nurses
The Meeting felt that young people should be supported and encouraged to attend PP groups; John Redshaw would be willing to be the interface between this group and a young people’s forum if we could find ways of encouraging young people to attend.
PPG Actions points
· Update from Tim Morris on patient Questionnaires
· Update by Dr Foster - details of the A&E survey what action is needed to re-educate patients.
· Members to discuss and agree a topic for the PPG to action – each member to come with an idea
· Feedback from partners on seven day week GP availability
· Update on recruitment of a full-time replacement Practice Manager
· Volunteer for next meetings minute taking – please
· Organisation chart available & GP’s specialities
· Update on A C Lloyds development
· Julian – wider group focus points
· New appointment system – up and running fully?
· The suggestion box provided in reception - can patients make direct contact with the PPG? PPG board needs a revamp – PPG pictures etc and larger sign for feedback – volunteers to help with this please.
· Health Watch update - It was felt that a separate group for young patients would be the best method and John Redshaw volunteered to be our liaison member if a group can be set up, maybe using facebook/twitter/website
** These are notes only, as it was not possible to take minutes and chair the meeting so there could be some inaccuracies and omissions(and spelling errors!) – Thanks Les
Next Meeting:
· The next meeting is arranged for Tuesday the 28th January 2014 with an informal meeting for tea/coffee and biscuits at 12noon, with a formal meeting between 12.30 and 1.30 with two members of the practice present.
· Please send all agenda points to Sarah Davies, by Friday 24th January 2014
Thank you for everyone’s participation.
CROFT MEDICAL CENTRE
Patient Participation Group Meeting – Contact details
As a group it has been decided that we would like to share our contact details with each other. Therefore we have devised a form to consent to this and agree to the following terms;
· I will provide my contact details below that can be shared with the Croft PP Group. These will be recorded and handed out to the group members only.
· I will respect that other contact details have been given out in good faith and I will not pass these contact details on to anyone outside the group.
· The Croft Medical Centre is not held responsible if these contact details are used inappropriately by any members of the group.
Name:
Signature:
Contact details
Home number:
Mobile Number:
Email address:
Other details you wish to be shared: