Minutes PPG 13.07.17

Minutes of PPG meeting held at 7pm on Thursday, 13th July, at Wake Green Surgery

Those attending: Ann Burness Chair (AB), Eileen McLeod (EMc), Julia Burton (JB), Ceri Matthias (CM), Jim Armour (JA), Anne James (AJ - Minutes Secretary,) Dr Catriona Crombie (CC)

  1. Apologies:
  • Received from Robert Kornreich, Angeline Hayes-Henderson, Barbara Grant and Raj Dau (Practice Manager)
  1. Minutes of the last meeting:
  • CC stated that there were a few adjustments required to the last minutes, as dates had been incorrectly inputted regarding the CQC report. AJ to adjust and send to CC for checking.
  • As the minuting secretary was unavailable at the last meeting, EMc suggested that if this was the case in future, members should take it in turns to take the minutes; this was agreed by all.
  1. Matters Arising:
  • AB informed us that Chris Beaton has unfortunately resigned from the PPG, due to health problems.
  1. Treasurers Report
  • AB reported in the absence of AHH and said that there were no issues to report.
  1. Breast Screening Poster (EMc/AB)
  • EMcreported that there is now a Breast Screening Poster displayed in Reception, and she requested that, when displays are changed, that the poster be retained for some months. She also wondered if there was any possibility of having a ‘Women’s Health’ section.JB suggested that in this case there should also be a ‘Men’s Health’ section.
  • CC said that Katie, the person responsible for the display in the porch area, tended to change this monthly to be in line with National Campaigns (eg Breast screening/prostate cancer) whenleaflets are also available.
  • JB wondered if it would be possible to have an area for ‘notices you may have missed’ elsewhere.
  1. Issues with Prescriptions/Appointment System (AB)
  • AB pointed out that a number of patients had been sending her complaints regarding prescriptions/appointments. The PPG clearly is unable to deal with such issues, and so any she had received had been forwarded to the Practice Manager, Raj Dau. CC pointed out that there is a complaints procedure in place, detailed on the website; AB could direct complainants to this for information if she wished.
  • In response to a question from JB, CC stated that the Practice should acknowledge any complaint within 2 working days and aim to look into any complaint within 10 working days. If this proves to be difficult, then patients are contacted within the 10 day timeframe in order to assure them that theircomplaint is being dealt with.
  • JB made the point that she had found information on the website to be difficult to read due to the formatting. CC said that Reception staff are always willing to help if there is any problem in accessing information.
  • CM observed that the orange button that takes you from the Practice website into ‘Your appointment area’ seems to move down the page when there is a lot of text above it. If there is a way that this can be fixed higher on the page, it may ensure people don't miss this.

ACTION: CC said she would ask if this could be changed in some way to make access clearer.

  1. New members (AB)
  • AB informed us that she had been approached by three new prospective PPG members. With the resignation of Chris Beaton (see above) there are now vacancies.

ACTION: AB to contact these prospective members through email.

  1. Delays in providing reports for Patients (JA)
  • JA wondered if there was a timescale that had to be adhered to, when patients request evidence from the Practice of confirmation of health issues.
  • CC stated that, while there are guidelines, there is no actual obligation to meet a certain timescale when it comes to such reports.
  • Also, CC advised that this type ofproblemis not actuallypart of the PPG remit and should be raised with the Practice Facilitator or Manager. However, she agreed to raise this issueat a Practice meeting

ACTION:CC to bring this item fordiscussion, when appropriate, at a Practice Meeting.

  1. Friends and Family Report and DNAs/Report from GP/Practice (CC)
  • In the absence of RD (annual leave) CC reported that in the reception area there is now a new desk and check in screen; this will be followed by the installation of new flooring in the waiting area soon.
  • The Practice has appointed a new Doctor (Dr Waheed), beginning in September, who is contracted for 5 sessions a week. They are planning to appoint another doctor as well. In response to a question from EMc it was confirmed that Dr Waheed will be employed in a salaried position.
  • DNA’s have unfortunately increased slightly

-192 in May

-207 in June

  • Patients can now cancel appointments by text message and reminders are also sent by text, but some patients still don’t turn up for their appointments.
  • The Reception team should check details such as mobile and landline numbers with patients as a matter of routine, so there should not be an issue with incorrect information. EMc asked if there was a particular profile fornon-attenders, and whether there was a particular time of day which is worse. Though there is no hard evidence available at the moment, CC felt that there were more DNAs among the younger age groups, but that the timing of appointments missed followed no pattern and were spread out across the day.
  • CM asked if there was still a poster about the amount such DNA’s cost the practice and how it compares with the national average; the information on DNA’s is still displayed. RD might have the wider picture as to the comparison nationally.
  • In June the Friends and Family survey was very positive:

-78% gave positive feedback

-10% were neutral

-11% were not satisfied

-There were also a number of very positive comments naming a number of the health professionals as well as complimenting the Receptionists. CC confirmed that the CQC would take note of the positive comments provided.

  1. CQC report - update (CC)
  • ThePractice has been in regular contact with the Royal College of General Practitionerswho have been very supportive. The Practice is making good progress in addressing the concerns highlighted by the CQC report.
  • There will be a ‘Mock’ inspection on 3rd August, and it is likely that there will be an official re-inspection around September-time.
  • Various Practice members have been to many meetings: there have been concerns and issues which might well take some time to address, but, in fact, significantimprovements have been already been made.
  • The PPG recognised the problems and all were wholeheartedly behind the Practice in their efforts.
  1. AOB
  • JA wondered if, when Patients have a ‘Key safe’ outside their property, whether GPs have access to the code to enable them to make home visits. CC said that this would be available to GPs IF they are given this information by patients, which would be added to their notes. This would make it more straightforwardfor the GP if and when they undertake home visits.
  • CM suggested that Endometriosis Awareness could be an issue to be highlighted, with information about support groups and so on. CC felt this was a good idea, but would have more impact if we waited for the next National Campaign to raise awareness when there will be more information available for patients.
  • EMc wondered when we might discuss the promotion of the Patient Participation Group.
  • AB suggested that we link this with the Patients Survey which we can discuss at the September meeting.
  • RD is going to suggest questions which might be asked in the Patients Survey. CM kindly offered to have a look at such questions if RD would like her to, as constructing an effective questionnaire is actually quite challenging.

Meeting finished at 7.44 pm

Date of next meeting: Tuesday 5th September at 7 pm

1