Clarendon Surgery and Trinity Medical Centre

Minutes of the Patient Participation Group Meeting held on 17th December 2014 at Clarendon Surgery

Present: KM/MP/HK/FM+Interpreter/JW/LB

1. Introduction

Thanks to PPG members for attending the meeting.

Interpreter present – housekeeping explained

2. Minutes of the last meeting read and agreed

3..Reception/Staffing levels

Trinity Medical Centre:

Staff At Trinity - Reception and Nursing are excellent

Senior nurse required

Clarendon Surgery

Good customer service from Reception and Nursing Staff

General - both Sites:

Senior Nurse back off mat leave in April 2015 and advert for a new Nurse will be going out soon

Encourage staff towards excellent customer care

Interact with patients at all times.

Abusive patients discussed

FM reporting that some Receptionists are not helpful with our deaf community

Action: To discuss customer care/interaction with patients at Admin meeting

4. Practice Team:

To comply with CQC (Quality Care Commission) It has been suggested by NHS Salford that the following questions be asked of your PPG:

(a) In your opinion do all members of the practice team appear competent in their roles? If not, please provide evidence where competence was lacking

(b) Have you experienced any care or treatment where you believe further training of the member of staff involved would have improved your experience? If so, please outline what training you believe is required

(c) Whilst receiving care and treatment at the practice, do you believe that you were treated with respect by all members of staff? If not, please can you give examples where respect for you was not shown?

Discussed/response

(a) Standards High

(b) New GPs very good

(c) Continue the good work

Action: PPG representatives to continue feedback.

LB to feedback to Receptionists at Admin Meeting and Clinicians at Clinical Meeting

5) Telephone Triage System/Telephone System

(a) Currently working well.

(b) Positive feedback from patients

(c) Still having problems with actual phone system ie cutting out but not as often. Upgrades are apparently due by the CCG for the telephone system

Action: Ongoing

6. Surveys

(a) Friends and Family test to be done again in December 2014.

(b) DNA figures presented by JW. Figures are still high even though we offer most appointments on the day. Nursing DNAs also Discussed

MP asked for the split/comparison DNA figures

Action: DNA figures split – JW for next meeting

7. Patient Access

Promotion of on-line services to be done – patients with emails to be targeted first

Access to medical records – The Practice has to offer this service to all patients from April onwards. Initially, they will only be able to view certain parts of their medical records ie Medication and allergy.

Telephone system – see (5) above

Action: Practice to promote on-line services

8. Future Meetings

LB to liaise with MP to sort dates out

9) CQC-Quality Care Commission

Practice not down for a visit by CQC yet

Action: LB will inform PPG of CQC visit when notified

9) AOB

Date and time of next meeting – To be confirmed