Greyfriars SurgeryDr S J Adams

25 St Nicholas StreetDr P R Young

HerefordDr S Hasan

HR4 0BHDr P Sheridan

Tel01432 265717

Fax01432 371735

Minutes from the PPG

20th May 2015 @ 1600hrs

Present SH, DS, ST, CC, JB, SG, Dr Paul Sheridan and Marcia Martin

Apologies; PG, MB, JO and SD

A welcome was given to the new members and Marcia thanked the members for giving up their time to attend the meeting.

Dr Paul Sheridan (who joined the practice last year) proceeded to give an introduction to himself, explaining his background and interests. Marcia also informed the group that Dr Morgan Cadman- Davies would be joining the team in August.

1. Minutes from the previous meeting.

  • Marcia explained the difficulties that the surgery had experienced with their phone system, but that patients calls were know in a queue, and that the surgery were investigation additional lines, to cope with the increase in telephone consultations and increased queries in regards to results. Action – still outstanding
  • The website was seen to be much improved and more user friendly.
  • The group talked about online access for booking appointments etc..most of the group used the service, but it was thought that the surgery would try to encourage and help patients to access this service. Action-still outstanding
  • DNA – discussed. SG raised the point that sometimes patients could not get through to cancel appointments. Marcia said she would investigate this – Action.
  • Rapid clinic- a questionnaire will be completed in the next month. CC, SG and DS all commented that they had recent experience of the clinic and were happy with the service. Action- still outstanding.
  • Marcia reassured the group that we were still looking for other members to join the group, and were encouraging diversity as much as possible. Ongoing Action

2. Dr Paul Sheridan gave a brief outline of current issues in the NHS, difficulties recruiting GPs. Offering 7 day access and the underlining issue of the press and public’s view of General practice.

3. Communication discussed as above.

4. Queries from the group

  • JB – requested a chiropody service in house. MM to investigate this.
  • DS- brought up an issue around lack of continuity in some hospitals- no explanation could be sought for this.
  • Car parking – Marcia explained this was difficult for all city surgeries. The Drs and staff do not use the carpark (pay for parking elsewhere) to maximise the space for patients. Had previously tried to buy extra parking from the council.
  • SH brought up an issue regarding missing prescriptions. Marcia explained that although with electronic prescribing, we had a more water tight system …it was early days and both surgeries and pharmacists were still dealing with anomalies. Marcia reassured the group that any problems should be reported to the surgery, so we deal with them promptly.
  • SG – brought up the issue regarding the wait for physio appointments. Marcia replied that this service was not under our control, but commissioned from Wye Valley Hospital, but that the surgery had made a formal request for more hours to the commissioning group, and also said this was a problem for all surgeries.
  • JO – brought up the issue in regards to confidentiality in the waiting room. Marcia said the staffs were aware of this, and usually when relaying patient information used patient system numbers. This would be discussed at the next staff meeting.
  • JO- commented that the tannoy system was difficult to hear at times, and liked the personal touch of GPs leaving their rooms to fetch patients. Marcia would pass on this information, but it is a personal preference.
  • JO and others agreed that waits to see GPs were much better at Greyfriars than portrayed in the press. Marcia said that surgery targets were – 48hrs to see a GP, 5 days to see a nurse (non urgent), but waits could be longer for specific individuals. The surgery also noted that the surgery was always busy the week of a bank holiday, but the rapid clinic is always bookable daily. If a patient tells the receptionist that the problem is urgent and that they need to be seen on that day – they will be offered a telephone call or an appointment.
  • JO mentioned that the seats along by the window were uncomfortable. Marcia replied that hopefully patients should not wait too long for appointments, but if they were, and no other seats available to approach reception who could fetch a chair.
  • CC mentioned that she had used the Taurus for an appointment and was happy with the service.

Finally, members of the group commented on the good service they had received. And the friendliness and helpfulness of the surgery staff.

The next meeting will take place late August – I will confirm a date nearer the time.

Once again thank you for participation, and you know where I am if you need to address an issue before the next meeting.

Marcia Martin

Practice manager