ANDOVER MEDICAL CENTRE

270-282 HORNSEY ROAD

LONDON N7 7QZ

Tel: 020 7281 6956 Fax: 020 7561 1515

Dr Amita Varma
MBBS,MRCGP,DRCOG,
DFFP,DipPracDerm / Dr Debashis Singh
MBChB,BSc (Hons)
MRCGP / Marta Cabrera
Practice Manager

PATIENT PARTICIPATION GROUP MEETING

Date: 16 January 2012

Attendees:Dr. Amita Varma GP Partner

Marta Cabrera Practice Manager

Rosalind Tyler Operational Manager

Tanya O’Brien Health Care Assistant

William Hargrove PPG Member

Josephine Hargrove PPG Member

Patricia Gutzmore PPG Member

Anne Cannon PPG Member

Emete Ahmed PPG Member

Dilek Aktas PPG Member

Elisabeth Evans PPG Member

Apologies: Marva Scantlebury

James Lyons

Beverly Allayne

Item 1: Discussion of Local Practice Survey Findings for Andover Medical Centre.

The group met to discuss the Patient Survey results for 2011/2012, compiled by CFEP UK Surveys using the IPQ questionnaire, which is well considered and widely used in the UK. The survey was completed in December 2011 and the report is attached. In summary it indicated that:-

· 69% of all patients’ ratings about the Practice were GOOD, VERY GOOD or EXCELLENT.

· The most positive responses were about THE PRACTIONERS AND STAFF.

· The least positive responses were about THE PRACTICE OPERATION.

The priorities for improvement action identified by the PPG and Practice Staff were:-

· See practitioner within 48 hours

· Telephone access

· See practitioner of choice

· Comfort of waiting rooms and toilets

· Appointments

The PPG propose the following action plan: - Please see attachments

Item 2:Explanation of Care Quality Commission (CQC).

Dr. Varma and Marta Cabrera explained CQC to those attending, and indicated when the programme will start. We will need to register by 1st April 2013, being registered assures patients and the Government that our services are meeting the essential standards of quality and safety.

The CareQuality Commission(CQC) regulates all health and adult social care services in England, including those provided by the NHS, local authorities, private companiesor voluntary organisation. It alsoprotects the interests of people detained under the Mental Health Act.

Please see full information at http://www.cqc.org.uk/public (click here)

Item 3: Progress Since Last Meeting.

Anne Cannon will provide a Customer Service training session at the practice for all Reception staff. It will cover such critical areas as dealing with difficult patients, telephone manners, confidence in dealing with and listening to patients.

It was pointed out that patients should also be informed of their responsibilities, rights and obligations when visiting or calling the practice. A document will be prepared to add to the registration process.

Item 4: Choose and Book.

Elisabeth Evansasked for more information about the Choose and Book process – how it works and which hospitals and clinics are available to patients. Dr, Varma explained that these details are made available to patients if and when they are referred. However more information on this subject will be provided at the next PPG meeting.

Item 5:Meetings

The practice Manager and some of the patients attended to the North Islington Patient Participation Group meeting held on 14th December 2011.

The main points discussed were,

Agree Terms of Reference for our Locally PPG

Islington LINk – What is it and what does it do?

Introduction to Islington Clinical Commissioning Group

Ideas for to Islington Clinical Commissioning Group

Pan-Islington Section

Minutes of the meeting will be published in the website as soon as we receive it from North Islington Group.

Next Internal Meeting at Andover Medical Centre 25th April 2012