Highlands Surgery PPG
Highlands Surgery, 1643 London Road, Leigh on Sea, SS9 2SQ
Minutes of Meeting Held on Tuesday 26th January 2016
Members Present: PB, Gemma Cohen (Practice Manager), BG, Dr Grant, LH, PH, AJ, CK, GK, LL, CM, EM, MP, LS, MS, PS-S, ST (Chair), Debbie Warrington, JW
Welcome and Apologies:
ST welcomed everybody to the meeting and offered her best wishes for 2016. She introduced new members EM and PS-S.
Apologies were received from TL and CA.
Minutes of the Last Meeting/Matters Arising:
The minutes of the last meeting were agreed as a true record.
Telephone System:
The telephone system has been working well.
There was discussion that it may be beneficial to raise the option of cancelling an appointment to nearer the beginning, when the list of options is read out. At present how to cancel is number 9 on the list so patients have to listen to many options before they hear this one. Dr Grant agreed this would be a good idea.
Some patients have experienced long waits before they have been able to get through to the Surgery and one patient ended up going into the Surgery as they had not been able to get through on the telephone.
It was clarified by the Surgery that to cancel an appointment, patients either need to speak to a receptionist by phone or in the surgery, or send a text message to the set mobile number. There is not the facility to cancel by email. Gemma Cohen is concerned that if patients have an email address to use to cancel appointments, they may then use it for other queries with doctors. As the doctors have to answer in a timely manner, these questions could be missed. The reception staff are always very busy, however it is quick and easy for them to check the mobile for any cancellations. It would be difficult for them to keep checking the emails.
Newsletter:
The winter edition has now gone out. Any suggestions for the spring edition should be forwarded to the Chair who will then forward them to the Surgery. Previous newsletters are all on the Highlands Surgery website. Debbie Warrington would like PPG members to put forward articles as it is their newsletter to the patients.
Flu Clinics:
These are all now complete.
New Venue:
The Estuary has provided more space, now there are many more patients attending the PPG meetings.
CQC inspection:
The very minor issues that were raised in the inspection have been addressed. Overall the inspection went very well.
The GPs were praised for their patient care. A number of people at the meeting had been very impressed with the care they recently received.
It is not known when the report from the inspection will be made public. A draft was sent to the Surgery and a few amendments have been made and sent back. The process may take up to 6 months.
Capita Online Resources:
A couple of members had offered to look at the Surgery’s Capita online resources, however they have not been contacted yet.
Action Points: Option to cancel an appointment to be changed to nearer the beginning of the telephone message.
Gemma Cohen to chase Capita Online Resources.
New Appointment Schedule:
Gemma Cohen, the Practice Manager, has put together a new appointment schedule as some patients were unhappy with the waiting time for appointments. At one stage there was nearly a 5 week wait for some GPs. This was due to the timing of Christmas and the holidays.
The new system is in place and waiting times have been reduced to 2 weeks and 2 days. This is the lowest time in years. It may be longer if patients require a specific doctor. There used to be ‘rules’ for booking appointments. A number of appointments would be held back where patients needed to see a doctor sooner than four weeks but it was not an emergency that required them being seen that day. A number of slots wereheld for ‘48 hour’ appointments and for GP follow up appointments.
The holding back of appointments has stopped. There are now either ‘Routine’ appointments or ‘Emergency’ appointments. Routine appointments are not clinical emergencies. Emergency appointments are for when a patient is acutely unwell and need to see a doctor that day.
If a patient becomes unwell during the day they can ring the doctor as there are emergency appointments that can be added on to the duty doctor’s list if they feel the patient needs to be seen.
Gemma Cohen has looked at the booking of nurse’s appointments. The drop down box that used to be on the booking page is no longer there. If a longer appointment is needed, patients need to book two appointments.
ST had noticed that on the website it states that Nurses appointments are available on Saturdays. However, when the link is clicked on, it comes up with a message saying that Highlands hope to have this service soon.
It was asked if the nurses specialised in different areas and they do. It was suggested that the areas the nurses specialise in are added to the page so patients know which nurse they should book the appointment with. There are limitations of what can be changed and added to the pages. If it is a repeat booking, patients will generally know who to book with. If patients are booking for the first time, they can always ask at reception.
DNA Update:
The letter that was scripted by the doctors for patients that regularly do not turn up to their appointments has been seen by PPG members. The GPs have approved it and it is going ahead.
Debbie Warrington will get figures for the next meeting of how many appointments were missed in a month. There was an article in the Standard where members of the PPGF (Patient Participation Group Forum) had looked in to missed appointments and it showed that it is a widespread issue throughout all surgeries.
Action Point: Debbie Warrington to provide DNA figures at next meeting.
Babylon:
The Internet Browser version of Babylon is not up and running yet. Gemma Cohen has spoken with Andre at Babylon regarding dates to train PPG members in March, and they are looking at possibly 14th and 21st March. The launch should hopefully have taken place by then.
The Surgery are continuing to promote the idea of encouraging patients to sign themselves and their family up for Babylon when they are well, so if they do feel unwell and need it, they have immediate access.
A graph was given out showing the demographics of the age group of patients that have signed up to use Babylon. It showed that there is a low take up of 55-59 year olds signing up and using the service. It was suggested that this may be because they do not have Apple phones and it may increase once the service works with other devices.
It was asked how the doctors that work for Babylon have time for this, when they also work in other Surgeries. Quite often it is because they work in a Surgery part-time and then work from home for Babylon on their days away from the Surgery.
It was asked if there is the possibility in the future that patients will have to pay to use the Babylon Service. Dr Grant explained that at the moment the government is funding this to see how it works as there are a diminishing number of GPs. If it did become a private concern, the Partners of the Surgery would need to have a discussion to decide how they could take it forward. The contract is definite for 2 years, and there is the possibility it will extend to 7 years. At the end of the 2 years, the service will be rolled out to more practices.
There has been very positive feedback from patients who have used the service. Gemma Cohen feels that if more patients sign up and use the service, there will be a stronger case for the government to continue to fund it. She feels it is beneficial to both Highlands Surgery and their patients. It is now open 7 days per week from 8am to 8pm. New leaflets have been produced that are more patient friendly.
Action Point: If members wish to take part in the training, they should let the Surgery know at the next meeting.
PPG Terms of Reference/2016 targets:
At the last meeting there was discussion as to whether PPG’s were a compulsory requirement for a Surgery. ST had looked at the NAPP (National Association of Patient Participation) website and found that it stated that from 1st April 2015 it is a contractual requirement for all English Practices to form a PPG and a PPG is expected for a CQC inspection. The website stated that Practices must engage with PPGs and where both parties agree, act on suggestions. Practices will be required to confirm they have fulfilled these requirements.
Originally there was funding from the DES (Direct Enhanced Service) to encourage Surgeries to form PPGs. The funding that was obtained has been used in part to fund the new screen in the Surgery and the automated check-in screen. The funding has now ceased and it is expected to come from the global contract. There is now less reportingrequired.
Gemma Cohen asked that members decide what their expectations are, going forward. She gave a couple of examples that are high on the Surgeries priorities; Babylon and holding another Health Event.
Dr Grant explained that he would like to hold an event regarding Dementia. He has a speaker, Dr Tony O’Brien that is a specialist in Dementia. It was unanimously agreed that Dementia would be the topic for the next health event. It is a topic that has been put forward before.
Dr Grant explained that Alzheimer’s is a form of Dementia which is characterised by findings on a scan and decline in memory function. It is different to Vascular Dementia. The treatments available are dependent upon the type of Dementia that is diagnosed.
A member of the group explained that his daughter had taken part in a play that put across a message about Dementia.
There was discussion regarding the date the event will take place. It will be held at Belfairs Academy so will need to be held after June to miss the exam period.
Any Other Business:
At the Christmas informal meeting there had been discussion about a leaflet which some members had received from a company called Pharmacy2U. The leaflet had implied the company worked with Highlands Surgery to deliver medication. ST was concerned that it could interfere with the local chemist’s business. She was also concerned that it specifically targeted patients from the Surgery.
Gemma Cohen has investigated the leaflet. She sent it to NHS England who had come across it before. It is unlikely to be illegal, however they are not part of or associated with the Surgery. There had been an article in The Mail about it, as people had signed up but their medications had not always turned up. Some patients at Highlands Surgery do use the company. Gemma had received a note from Pharmacy2U, explaining that there had been some computer issues which is why the medication had been late.
To confirm, the company is a real company and patients can use it if they wish to. However, it is not specifically endorsed by Highlands. It is likely that the company used a public domain source to match patients with Surgeries from their postcodes and then targeted them.
Dr Aung and Dr Smith haveretired from the Surgery. Dr Raza and Dr Huynh are now working at the Surgery so there are enough staff for the patients.
It was asked what the eligible age for the Shingles Vaccine is. It started at 70 years, but then went to patients that were 79 as the vaccination is most effective when given to patients under the age of 80. The ages are then being worked through and at present it is 71 and 78 years. There are notices up in the Surgery, patients can ask at Reception or call the Surgery.
A member asked if another time for the PPG meetings to take place could be considered. As there are more people at the meeting it may take longer than an hour to get through all the items. It was decided that this will be an agenda item for the next meeting.
Action Points: Add article about the company, Pharmacy2Uto the newsletter.
Add article to raise awareness of the Shingles vaccine to the newsletter.
Update current GPs on the Surgery website.
Add meeting times as an agenda item.
Resignation of ST, PPG Chair:
ST, Chair of the PPG for three years, has resigned from the position. She has enjoyed the experience, particularly working with PPG members and the surgery in respect of the preparation for the health events, and subsequent attendance. Also, seeing how the group has grown in numbers over this period. The position of Chair is now open. LS, Deputy Chair, has agreed to take over whilst a new Chair is elected. If anybody is interested in the role they can contact ST or LS.
ST will still be a member of the group. She thanked members for all their contributions and support throughout her time as Chair.
The Surgery thanked ST for all the time and effort she has put in to chairing the PPG meetings.
Time and Date of Next Meeting:
The next meeting will take place on Tuesday 23rd February 2016 at 12.30pm at The Estuary Club.
The meetings will then take place on the following dates:
Tuesday 29th March - this is after Easter Bank Holiday Monday so members may want to change
Tuesday 26th April
Tuesday 31st May - this is after Bank Holiday so members may want to change
Tuesday 28th June
Tuesday 26th July
Tuesday 30th August - this is after Bank Holiday so members may want to change
Tuesday 27th September
Tuesday 25th October
Tuesday 29th November
December - informal get together.
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