YORK HOUSE PPG
Minutes for PPG Meeting
8th March 2016
Tim Berry

YORK HOUSE MEDICAL CENTRE

PATIENT PARTICIPATION GROUP

Meeting 8 March2016

MINUTES

Present:

Tim Berry (in the chair), Ann Hill, Chris Evans, Allan Thatcher, Val Hinton (observing)

Site ManagerKatie Bush, Dr Whenham

Apologies-Jo Dillistone, Kathy Russell, Shirley Laight, Tony Gavin, Celina Parker

Leavers - Ray Eades, Has moved to Bewdley.

Welcome

Welcome to all.

  1. Minutes of meeting. The minutes of the previous meeting were agreed as a true record of the meeting.
  2. Matters arising–

Completed or on the Agenda

  1. PPG Constitution and election of officers. Delayed until next meeting as the meeting was not quorate.

ACTION – TB ensure on next Agenda.

  1. Patient Access to electronic health record

Patient access champions are being trained by Health Partnership and they will in turn come to practices and train other staff members. Thinking for the future may include a Silver surfers club to encourage patients to come into practice and learn how to access and use their record.

ACTION : KB - When ready please contact members of the PPG and ask for volunteers.

  1. PPG Observations within the Practice –

Jo Dillistone came and helped with fund raising activities on bric a brac stall – many thanks Jo.

Jo Dillistoneis moving forward with the Observation activities to see if things have improved in previously discussed areas as well as arranging and supporting fund raising with a Bric and Brac stall-

  • Staff when answering telephones do not give their name. This is routine in practically all telephone answering organisations and should be a part of simple script used by staff when answering the telephone. Messages are being reinforced about how important this is. Wider context of the larger organisation means appropriate customer service training can be provided in time. The PPG sees this as important and would urge the Wyre Forest Partnership to act sooner rather than later.
  • Friends and family test provides a benchmark of activity within the practice and we need to encourage patients to complete. NHS Choices site also needs feedback from patients. Slips to remind patients are with reception staff.
  • Telephones and answering remain on the irritation list but practice is currently locked into a contract and until that expires there is little more that can be done.

ACTION: Jo Dillistone please liaise with Katie Bush to organise rota of PPG members to come in and encourage patients to provide feedback - good as well as bad.

c/f to next meeting. 10 May 2016

  1. CQC Visit feedback.

The full report is now available on the CQC website. Outcome is “Good” across the board and is a credit to the work which has been undertaken to improve and record both good things and not so good. Suggestion made that the report should be made available on York House website as well and posters put up in waiting rooms to advise patients.

ACTION: Katie Bush to arrange for CQC report to be available on Practice website and in Practice.

  1. Wyre Forest Health Partnership update –

Possible new Building discussions are progressing. A number of sites are being considered. Funding bids are in with NHS England and expectation is that a response will be received this year.

  1. Any Other Business

Raised once again that giving out names when staff answer telephones is not an embedded and consistent process. Katie will raise again at practice meetings.

Time taken to answer calls also raised again with anecdotal wait times of up to 15 minutes at some times of the day. This will be pursued with PPG Observation work in the Practice.

A further mention was made about Long Term Condition letters some of which do not seem to be correct. KB aware there are some issues and they are being addressed.

  1. Next meeting 10 May 2016, 18.30 in York House