Patient Participation Group Meeting 27th February 2012
- Minutes of meeting held on 21st November 2012
The minutes were approved as a true reflection of the meeting.
- Patient Survey Results – Discussion and Action Plan
The results had been circulated prior to the meeting. The practice was pleased with the areas where positive feedback had been received and noted that the overall mean score was 70 compared with the National mean score of 71. 82% of all patient ratings about the practice were good, very good or excellent as shown in the poster provided by the company who had carried out the analysis and the poster would be displayed in the surgery and on the website.
The practice had scored slightly below the National mean score on the following:
Telephone Access.
The practice had McKinsey’s in some years ago and many changes were made as a result.
The practice has the maximum number of telephone lines in place compatible with the telephone system. Due to the constraints of the current building there is no space for extra staff to answer more lines.
Appointment Access
The practice constantly monitors and changes the appointment availability. The practice introduced a new duty day triage system last year that ensures no patient that needs to be seen on the day is turned away. It is difficult when all patients want to see their own GP at the same time.
Telephone triage ensures that all patients who need to speak to a clinician on the day are telephoned back and seen the same day if necessary.
Patients are able to book, cancel or check appointments 24 hours a day via the automated system. The automated system is loved by some patients but disliked by others.
Patients are able to book appointments via the internet.
Comments from the group
Jill Gibbs – Comparing the figures over time shows a shift in the points scored. The amount of time allowed for the patient visit to the GP had been very positive.
Jane Fox – There has been an increase in the number of people who want to speak with a GP. The GP’s have telephone appointment slots built into their appointment sessions and also have the daily Duty Doctor Triage system where patients are telephoned by the GP.
Pauline Maynard – The range of services the practice provides has increased since the previous survey. The surgery could advertise what services we do provide. The practice could look to ‘sell itself’ more. Explain the Duty GP service etc; consider doing this via a leaflet to be given to as many patients as possible, consider posting to each family if necessary.
The group agreed that explaining our systems more would lead to more positive results in future. The system used to communicate this should recognise limitations of finance and time etc.
There had been comments made in the survey relating to the annoy system used to call patients through to the GP and also about the state of the building. Many new buildings have the visual display call system. We discussed that our current tannoy call system is linked to the telephone system and the practice is unable to manipulate the clarity or volume of the tannoy system. The layout of the current building with 3 separate waiting rooms means that a visual call system would be unrealistically expensive. However, if the practice receives the go-ahead for the new development visual call displays will be installed.
The group agreed that a newsletter explaining what stage our new building development bid was at would aid patients understanding of our current constraints and intended improvements.
Gina Widdowson – The practice used to have a full practice booklet which had more information in about appointments, GP availability, self-help advice etc., this appears to have been replaced with a very thin leaflet that does not contain very much information.
Jenny explained that the original booklet had been developed by an external agency that financed the booklet by selling advertising space to local businesses. This became onerous as the advertising space had to be re-sold every year and the practice had concerns about advertisements in the booklet that had no bearing on healthcare. The practice had therefore taken the decision to produce an in-house leaflet and bear the printing costs itself. Jane had recently commented on the current booklet and suggested that more health information should be included.
The group agreed that putting more information into the in-house booklet would improve patients understanding of the services we offer as well as providing advice on general health issues such as vaccinations etc.,
Pamela Bullingham – Expressed concern about patients understanding the automated telephone system. Patients ring at 8a.m and some do not understand what they are meant to do and put the telephone down. Sue Burt explained that the practice had changed the message on the automated system so that the option to speak with a receptionist was now at the start of the message.
Jan Authored – Jan’s thoughts were the same as Jill’s.
Mike Thomas – The practice should be modestly pleased with the survey results as a whole. The results sit well within the norm pattern. Considering the dated premises and the problems the practice is having in securing a development, everything has been done as best as can be with the current premises. Having just returned from South Africa Mike commented that we receive a first class service here.
There had been general dissent in the survey in comments about the waiting rooms. More chairs with arms had been suggested. The practice could consider taking out a section of the current bench seating and replacing with a section of chairs with arms.
The practice specific questions devised by the group had shown positive results on satisfaction with the automated telephone system but also shown that 58/100 patients had never used it. Patients using the duty doctor triage system had been satisfied or very satisfied with the system but 68/120 did not know what the system was. On satisfaction with the electronic booking in system 79/120 had never used it. Very positive results had been received on satisfaction with the ordering of repeat prescriptions, with 27/160 patients indicating they had never used the system.
Action Plan:
Leaflet to be devised containing information on the following:
Services offered by the practice
Explanation of the duty doctor triage system
Promote using the automated booking system, internet and booking in system so that patients are more aware of alternative options available.
Newsletter to be written explaining the current situation with the premises development.
Consider changing some of the seating in the main waiting room to chairs with arms.
It was agreed that the next survey should be done around September. The group would then be better established to devise our own satisfaction survey rather than use an external survey. It was suggested that members consider appropriate questions and bring back for discussion to the next meeting.
- News from the surgery
Redevelopment
An update was given stating that the PCT would be meeting with the Planning Department on 1st March to discuss the sale of the Bartlet Hospital. The outcome of the meeting would reflect whether and when the practice could proceed with the development. The practice was still hopeful that the development would go ahead.
GP Changes
- Dr. Tatiana Leichenko would be leaving the practice at the end of February to take up a position closer to her home.
- Dr. Hans Langendijk would join the practice on 1st March 2012 and would take over the list of Dr. Leichenko’s patients.
- Dr. Saad Yasin would leave the practice on 15th May 2012 to move to Canada to be closer to his family. The practice was very sad to be losing Dr. Yasin.
- Dr. Bob Ramesan who would join the practice and take over the care of Dr. Yasin’s patient list.
- Dr. Simon Sherry would be retiring from the practice in mid-April. The practice was currently trying to recruit to Dr. Sherry’s position.
The GP’s present advised that there was a shortage of GP’s nationally but particularly in this area so the practice was doing it’s utmost to replace Dr. Sherry.
- Items from the Group
Out of Hours Services
The practice as asked if it had any specific concerns about the OOH services. Dr Moon advised that commissioning of the OOH services is the responsibility of the Primary Care Trust. The practice clearly wants a good service for our patients and is aware that there has been a loss of bases from which the OOH service operates; in particular the loss of the base at Felixstowe Community Hospital is much lamented.
Vitamin D Deficiency
Dr Moon reported that we do have a high number of low vitamin D deficiencies. Awareness of the condition is now more widespread. Treatment options have improved recently.
Vascular Services at Ipswich
The practice was asked if we are aware of any risks due to lack of service at Ipswich. The group were advised that the practice makes its representations via the Local Medical Committee who liaise with the powers that be on service provision.
Doctors Strikes?
The practice was asked what our actions will be in relation to media coverage about GP strikes. Dr. Sudell stated that the British Medical Association think this a serious issue and individual GP’s will respond accordingly. It was felt however that strikes in this practice were relatively unlikely.
- Any Other Business
Skills Audi
Jill Gibbs wondered if the group would benefit from conducting a skills audit. Currently we were unaware of what skills/background existed within the group that we may be able to utilise in making the group more active in attracting new members and working to improve services.
Following discussion it was agreed that the practice would continue to try and attract new members from all age groups but that anyone who had skills they feel may be utilised within the current group to put themselves forward.
111 Service
Mike Thomas asked for comments on the 111 service. Dr Moon advised that it was being piloted but not in this area therefore we are unable to comment on its impact.
Date of Next Meeting
Monday 23rd April 2012 at 7p.m
List of Attendees:
Name / DesignationMr Malcolm Minns / Chairman
Mrs Pauline Maynard / Patient
Ms Jill Gibbs / Patient
Mrs Gina Widdowsom / Patient
Mr Michael Thomas / Patient
Mrs Pamela Bullingham / Patient
Miss Jan Apthorp / Patient
Ms Diane Fedida / Patient
Mrs Jennifer Molloy / Practice Manager/PPG Group Secretary
Dr David Moon / GP Partner
Dr William Sudell / GP Partner
Miss Jane Fox / Head Receptionist
Mrs Sue Burt / Deputy Head Receptionist
Mrs Debbie Hawkes / Receptionist