Minutes of the Practice Meeting Held On
MINUTES OF THE PATIENT PARTICIPATION MEETING HELD ON
MONDAY 20 FEBRUARY 2012 AT 6.00 PM
Present:Practice Staff: - Dr Simon Fellerman GP, Lynne Doyle (AssistantPractice Manager), Alison Stephenson (Secretary).
PCT: -Jenny Sleight, Involvement Facilitator (Patient and Public Involvement & Experience Team), NHSAiredale, Bradford & Leeds
Patients:- Sydney Tagger, Suzanne Tagger, Pat Stead, Deborah Jacobson, Marlene Sender, Julian Jacobs, Ros Grimwood and Allan Taylor.
1.Welcome & Introductions
Lynne welcomed everyone to the second meeting and in particular Dr Fellerman, a new member Mr Taylor and also Jenny Sleight from NHS Airedale, Bradford and Leeds.
2.ReiterateGround Rules
The Group were reminded that these meetings are not a forum for personal issues or individual complaints and that all views are valid and will be listened to. Copies of these are detailed in the minutes from the last meeting.
3.Minutes from the Previous Meeting
These were agreed with the exception of two omitted items reported by Pat Stead. Firstly the discussion regarding the Practice Leaflet and that none of the members had seen or heard about it before the meeting and secondly her suggestion regarding text reminders for appointments.
4.Feedback re. Website & Patient Information Leaflet
Everyone agreed that the website is excellent, very easy to use with lots of reassurance and answers to frequently asked questions. The procedure for receiving test results was explained by Dr Fellerman and the reasons why Receptionists give out the results. Patients would like surgery times (as well as practice opening times) on the leaflet and website.
Action – Lynne to amend
5.Patient Survey
Jenny explained that she is part of the Patient & Public Involvement Team at NHS Airedale, Bradford and Leeds. Jenny gave an example of the work the team is involved with e.g. proposals for new community ENT services and feedback forms are currently being circulated to GP practices and Health Centres in Leeds. Her role at this meeting was to impartially help and support the PRG group discuss the results of the patient survey and agree a patient involvement action plan. She explained there would be an open discussion regarding the results of the patient survey and that the main points/issues raised would form the basis of the action plan.
It was pointed out that the results for the first question in the survey had dropped down a line.
Action – Lynne to amend
After discussion the main problem areas identified were:-
i)Appointment system is not ideal - it is often difficult to get through by telephone to obtain an appointment, line is constantly engaged which creates further stress if not feeling well. Standing outside waiting to come in to make an appointment in all weathers is not ideal either. Lynne reported that since 1 January 2012 there is an extra surgery now available on Fridays and that another 50 more appointments have been made available by extending surgery times. The solution to this was to investigate the possibility of a further phone line. A request was made for no 0845 numbers and no menu system.
Action:Practice Managers to investigate
ii)Agreed that the possibility of afternoon appointments be investigated at Green Road Surgery.
Action:Practice Managers to discuss with Dr Fellerman
iii) Delays in obtaining a Practice Nurse appointment. Dr Fellerman explained that there were problems with Nursing Services in Leeds due to the district nurses not seeing patients unless they were housebound and that GP practices are under no obligation to provide nursing services. It was suggested that extra clinics be made available.
Action:Practice Managers to discuss with Dr Fellerman
iv)It was requested the Practice provide a courtesy call/text service as appointment reminders which will hopefully reduce the number of Did Not Attends (DNA’s). Lynne reported that System One is able to provide text messaging and she will administer the facility. There is a poster in the hallway which highlights the number of wasted appointments each month, it was requested this be enlarged to be more noticeable. Dr Fellerman suggested displaying such information on an electronic scrolling poster.
Action:Lynne & Dr Fellerman to look into
vi)The patients find the television service in the waiting room annoying especially increased volume for certain advertisements. This is a pre-set service and it was agreed to find out if any income is generated from it, if it can be turned off and whether or not the volume can be pre-set. It was explained that the television and radio are for privacy issues and need to be in waiting rooms as the sound proof doors are not effective.
Action:Practice Mangers to investigate whether TV is viable.
6.Any Other Business
A request was made that GPs be available for emergency call outs. Dr Fellerman explained NHS is responsible and not GPs and that a very good walk-in service is available at Lexicon House.
A request was made that no abbreviations used in the minutes.
The Group reported that they felt Dr Gujral was a very good choice of GP. The Practice has received lots of good feedback regarding Dr Gujral who is now a permanent member of staff.
7.Evaluation
An issue regarding the presentation of the survey was raised by Ros and it was agreed that next time a graph or some other kind of format would be more appealing than averages, to show in more detail the responses from patients (i.e. how many scores of 5 and/or 1 we received)
Action:Practice Managers
It was mentioned that the Practice had not only received some negative comments but really good feedback as well and that the results were far better than anticipated. Next year’s survey will be available on line as well as paper copies in the surgeries.
How the results would be shared with other patients was discussed and it was agreed these could be included on the website, the address of which is on every repeat prescription. Pat also suggested providing slips on the Reception desk advertising the website. Results could be put on a notice on outside door for queuing patients. Lynne reported that the numbers of patients using the repeat prescription service online is increasing daily. Each patient can register their details on the website; they will then receive an email back with a log in and password. The repeat medication will then be stored under their log in.
It was discussed how to attract different categories of patient to complete the survey, one of which was that a parent could complete on behalf of their child. Patients are perhaps not completing if they are happy with the service provided.Questioned why Green Road patients have not completed as many questionnaires (in relation to patient numbers).
Action: To target Green Road Patients with next survey and also to try and find a Patient Group Representative from Green Road.
It was agreed that the Group would meet 3 or 4 times per year and everyone would be contacted by email (or letter if preferred) with dates and also proposals.
Date of the Next Meeting: In three month’s time, early May at 5.30 pm – To be confirmed.