McKenzie Group Practice
Patient Group Meeting
Wednesday 2nd March 2011 at |McKenzie House 12.30
Attendance
Dr Sian Parker – GP
Ann Heppenstall – Business Manager
Sarah King – Senior Receptionist
Mrs Blackett
Mrs Lawson
Mr McGeorge
Mr & Mrs Morrey
Mrs Addison
Mr Stephens
Apologies
Mrs Calvert
Mrs Cole
Mr Smailes
Minutes of Meeting
Thank you to the group for their attendance.
Dr Parker and the group had a discussion around commissioning and how it will have an impact on the practice, the group was also informed that Dr Timlin and Dr Pagni had been voted onto the commissioning group for the town.
A group members suggested that there is a lot of money thrown at gp’s and asked who will manage this.
Dr Parker explained that it may sound like a lot of money but in actual fact it isn’t. All gp’s in Hartlepool will form one group and decide on how they should spend the money.
It was suggested that consortiums may need too many managers – DrParker explained there is only one budget given and there is only one amount and this is why it need to be managed wisely.
It was asked what was happening to the Primary care? – Dr Parker commented that its too high cost and the NHS (National Health Service) budget is rising and the country can’t afford it.
It was commented if cheaper drugs are as effective? – If the cheaper drug is effective then as a practice we will issue the cheaper drug.
Dr Parker explained the management changes that occurred within the practice.
- Ann Heppenstall – Business Manager
- Guy Bramfitt – Finance & compliance manager
- Sarah King – Senior Receptionist
An update was given on the practice new salaried GP’s - Dr Pauline John and Dr Nikhil Jaiswal also that Dr Cutler is reducing his hours and that Dr Kishore will be taking up a partnership with the practice in April.
Discussion took place around access to the practice as the doctors and managers felt this was the practice’s underachieving area,some members of the group agreed. As a result of this we have taken a new approach to access and as from Monday 7th March for a trial period we will be offering open access appointments every Monday, we are aware that this needs to be monitored tightly and we discussed the new system.
A group member expressed concerns that on anopen access day no names would be taken, practice agreed to take names rather than using a monitor tool as originally suggested. It was pointed out that no appointment changes would take place at TMC.
It was asked how were we going to advertise this new appointment system, the practice at the present time had agreed not to advertise this as it was only a pilot and once we have achieved the correct appointment system we would then advertise via notices, website, repeatprescriptions, attachmentsto letters.
Several group members felt the telephone consultation worked very well and was a good service.
A member of the group felt that they see more of the same gp’s at throston rather than at McKenzie house were you never get to see the same GP very often.
A group member felt the telephone system has poor access especially around the cost. Ann explained that over the years the phone system had received many changes mainly from patient feedbacke.g. reducing the volume in the queue system.The telephone system was explained and costs discussed regarding mobile phones and land line numbers.
Ann explained that we are making changes to the administration of the practice by moving all this work to the main surgery at McKenzieHouse therefore Throston will operate with 2 staff as from 4th April 2011. We discussed the introduction of 2 medicine co-ordinators at McKenzie House also from the same date.
The question around pre-bookable appointments was raised and some patients asked how many weeks ahead a patient can pre-book and how many pre-bookable slots per gp per day there are. – Appointments can be booked 4 weeks ahead and there are 17 slots per gp to pre-book per day.
Ann discussed several new options the practice are currently in the process of looking at these being – a service called patient partner which is a 24hrs voice automated service enabling patients to book cancel and check appointments. Self service check in desk for reception. Visual display call system and Text reminder system. Ann was attending a meeting with another practice around these areas and it was agreed to update the group with positives and negatives at the next meeting.
It was suggested to be able to text the practice to cancel appointments – look at this when obtaining information around the text system and feed back.
Suggested sending e-mails and to obtain patients e-mail address when obtaining telephone numbers - for discussion at next meeting.
Suggested an open access clinic for HCA appointments – to review at next meeting.
A change to chronic disease appointment letters was suggested, at present the practice automatically sends out an appointment date to the patient, request to send a letter for the patient to make their own appointment rather than being told when to attend this also may reduce DNA’s – to review at next meeting.
Group informed we currently use the website and posters in surgery to pass information to the patients, suggested to use repeat prescriptions with attached informarmation slips –agreed, will use this to advertise the next patient group
Patient commented if nurses run late to let patients know as they are usually told when doctors are – this was agreed and Ann will feed this back to the nurses.
Dr Parker explained we now have access to results from the hospital via a system know as Path links.
Minutes of the meeting today to be circulated with invites for the next patient group meeting – agreed.