Minutes of Harbour View Healthcare PPG Meeting

Friday 20th October 2017: 12.30 – 2pm

Shoreham Health Centre, Pond Road, Shoreham-by-Sea, West Sussex

Present: Bernard Challen, Marjorie Sams, Colin Day, Dorothy Allright, Martin Osment, Dr. Gillian McIlroy, Hazel Gow, Karen Cheriton

Apologies: Yvonne Ocana, Fiona Randall, Sheila Clark, Imelda Cleary, Jim Hoare, Peter Goldsmith, Nick Lamb, Tracy Bridger, Terri Jezeph, Barry Downs, Wendy Lewis

Introductions

Those present introduced themselves as we have a new PPG member, Mr Martin Osment. Martin attended the group informally as the newly elected Public Governor for Adur, of the Sussex Community NHS Foundation Trust. He explained that the role is to hold directors to account and to listen to and feedback from the community.

Review minutes from last meeting & update from Chair

The minutes of the last meeting were agreed. It was reiterated that the GPs would welcome new PPG members, and any interested persons should speak to their GP if they are interested in joining the group. This opportunity should continue to be promoted on the PPG notice boards, and especially by the main entrance.

The Chair asked that more information be made available on Martin Osment’s role and Martin was formally welcomed.

Dementia / Memory Singing Group

It was acknowledged that the Melodies for Memories event that took place on 21st September at the Practice was a really good event, but was only attended by one patient and her daughter. Going forward we want to encourage greater participation and need to better publicise the event (this event was publicised in the Practice Newsletter, posters around the surgery and on the TV screens, the local library and previous attendees or their carers were contacted by phone).

Hazel said she would email Northbourne Memory Café to see if they are back up and running as they would have patients we could invite. Martin advised of the Adur Access Mobility Group who is holding an event on 24th November as another avenue to promote the Melodies for Memories events. He also mentioned that he could put the group in touch with Stuart Hutchinson of the Director of Music at St. Mary’s. Emailing a promotional flyer to Harbour View Healthcare patients was also noted as an option.

Marjorie has provided the contact details for Sea Side Singers so that a new date can be scheduled for the New Year. This will be arranged once Hazel has heard back from Northbourne Memory Café.

Update from the Practice

Hazel updated the group on staffing and that Rhea had relocated and so had left the Practice, and that Heather was leaving at the end of the month. A new apprentice Kerry was starting week commencing 23rd October and 3 new receptionists were in the process of being recruited to start as soon as possible. The 3 new receptionists were employed on a part time basis of 20 hours per week. Hazel also explained that there are a couple of relief staff as well that are called on when really necessary. She also advised that Dr Alec Kent was settling in well but had also been on paternity leave for 2 weeks. Hazel has put portrait photos of the GPs in the waiting area and on the website to help people recognise them.

Patient Voice

Marjorie advised that she was still aware of patients that were unhappy divulging what was wrong with them to a receptionist that didn’t give their name. Hazel explained that at this current time the Practice was not enforcing this and it was left to the Receptionist’s discretion. Bernard added that this was an area of communication improvement. The new welcome telephone message would address this by reminding callers that they will be asked to give details of why they are calling. Hazel said the subject would be discussed again at the next Practice Meeting.

Martin mentioned the problem that some patients experience when the Practice’s number is withheld (the police advice for the more elderly patients is to not answer a number they do not recognise). Hazel explained that the GPs needed to withhold their direct lines to avoid being inundated, but recognised the concern. Hazel will check whether or not the Practice Main Telephone number could be displayed rather than being withheld. Colin mentioned an incident where someone tried calling the Practice a number of times during opening hours but that the call was never answered and no telephone message was made available to say that patient was in a queue. The caller was very frustrated. Hazel said that a message should kick in stating that a receptionist will be with you shortly, and said this would be looked into.

Dorothy reported her disappointment that when the Duty Doctor called her recently it was on her landline when she had specifically asked that it be her mobile phone. Dorothy was at home and received the call, but was also very disappointed that the advice she was seeking was not forthcoming. This matter was raised with Dr Gillian McIlroy when she joined the meeting. Dr Gillian McIlroy explained that it appeared to be a miscommunication problem between the nurse and the Duty Doctor regarding calling the landline number. She also explained that it was also a time factor issue as the Duty Doctors are under a lot of pressure to get through the list of patients. She did however agree to look into the issue of miscommunication and pointed out that it was Ok to say to the Duty Doctor if you felt that your issue had not been adequately dealt with.

Newsletter/PPG Notice Board

The next newsletter will be issued in December, and any ideas should be sent to Hazel. Some ideas were discussed including promoting the Downsway Surgery with a picture of the building so that it is easily recognisable to patients. Dr Gillian McIlroy explained that some of the GPs did regular surgeries at Downsway and that if a patient requested to see a specific GP then the appointment may be at Downsway instead of Shoreham Health Centre.

It was also agreed that an article for the newsletter entitled “Talk to your Pharmacist” would be useful, explaining when it might be beneficial for a patient to go to the pharmacy. It was also felt that the results of the flu survey should be published in the newsletter once the data is available.

Hazel reminded the group of the PPG Notice Board for articles. Bernard mentioned his intention to write “10 Commandments for Patients” for the notice board.

Christmas Raffle for Friends of Pond Road

Hazel explained that some prizes were known, e.g. hampers. Tickets are £1 per strip.

Flu Clinics

Ideas were put forward on how the flu clinics could be organised to better cope with the influx of patients wanting to attend the initial clinic of the season. Suggestions included having appointments only until 10.30am and/or putting a note in the flu invite letter to advise patients to avoid the early morning rush. It was noted that the first clinic of the season did not have adequate clinicians and that this would be addressed next year. Dr Gillian McIlroy thanked the PPG members for volunteering their time to help with the running of the clinics.

Hazel pointed out that there was the possibility of different strains of flu vaccine available, but that HVH used the more expensive 4 strain. Pharmacies may opt for different options but Dr Gillian McIlroy said that HVH cannot be responsible for what the pharmacies are doing.

Hazel advised she would provide the results of the flu survey once the data is available.

MIAMI Clinics

Hazel stressed the importance of encouraging patients to go to the Northbourne or Lancing MIAMI Clinics, and that if we do not use our quota then this service will be lost. Dr Gillian McIlroy explained that MIAMI Clinics were for problems of an acute nature (present for no more than 4 weeks) that were not related to any existing health condition, and were not pregnancy or mental health related. A copy of the consultation is given to this Practice to ensure patient’s records were complete and Reception maintain a spreadsheet of patients that are booked onto a MIAMI Clinic.

Additional Question to Dr Gillian McIlroy

Bernard wanted to seek Dr Gillian McIlroy’s opinions on the current climate that GPs are working in (as was asked of Dr Howard Bentley at the previous meeting). Bernard explained that the PPG were concerned about the pressures that GPs were under. Dr Gillian McIlroy explained that there was an increasing number of patients to serve but this Practice was coping OK and had recruited when it needed to. It was acknowledged that it is becoming increasingly difficult to attract new GPs into the NHS because of contract changes, and Dr Gillian McIlroy hoped that the BMA were doing what they could. It was noted that the recruitment of Oversees GPs was a potential back up for the NHS.

Martin advised that he would be able to take concerns forward to the Sussex Community NHS Foundation Trust but that specifics would be most helpful.

Lifestyle Changes Article

The article featuring one of Harbour View Healthcare’s patients who joined the Healthier You Programme to address diabetes was circulated to the group. The article shows the health benefits that this patient experienced from participating in the Healthier You Programme.

AOB

  • Informal PPG bi-annual event Monday 20th November 2017 10am to midday at CCG Offices, Goring-By-Sea. The details for this event have already been circulated to PPG members via email.
  • It was noted that the Choir singing Christmas Carols at the Practice was also on Wednesday 13th December, the same date as the next PPG Meeting.

Date of Next Meeting:

Wednesday 13th December 2017

At 12.30pm in The Common Room

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