MARYLEBONE HEALTH CENTRE
PATIENT PARTNERSHIP GROUP (PPG)
Minutes of meeting 13/1/14
Meeting Chair: JacquelineGlasser (PPG Chair)
Present: Jeanette Creaser (JC), Charmian Bollinger (CB) (Deputy Chair), Drew Hyman (DH), Judith Morris (JUM), Robert Eddison(RE), Moosa Bhayat(MB), Pat Green (PG),Brenda Joseph (BJ), Susan Sel(SS,) Dr Andy Goodstone
1. Apologies Bernard Davis(BDuntil April), JudyO’Heney Sibley(JOS) ),Jim McGeehan (JMc),
2. Minutes of last meeting Minutes approved by PPG.
3. Matters arising: nil to note
4. Dr Andy Goodstone
4.1 DrGoodstone described proposed premises development at Moxon Street and Church plans to develop MHC site. General discussion about funding and role of NHS England. PPG very supportive of planning to increase space at MHC and improve access to site. Discussion about Moxon Street and if Cavendish Health Centre move there what this would mean for MHC and its partnership. JG and JMc to attend premises planning meeting on behalf ofPPG with some of the Practice staff and architects.
4.2 DrGoodstone described the Foundation year 2 and GP registrar training programmes for doctors which MHC offers to both types of trainee. When these doctors work with MHC this is on a 6 month basis and when they commence their induction that can cause a drop in GP availability until they are au fait with how things work at MHC. JC is working on setting up some locum surgeries to maintain capacity.
4.3 DrGoodstone was asked to comment on a recent article about diet and statins and the benefits of both. Dr G had to read the article but said he would read it and consider the information in the article with colleagues. All agreed a good diet always was beneficial but no one should stop medication without talking to their GP first.
4.4 Dr Ishaque (regular locum) was out of the UK so Dr Fleur Navey would be offering sessions following her induction in Jan 2013. Debbie O’Brien is leaving to work for PRS and a new receptionist would be recruited.
5. PM Update-
5.1 Reviews of surveys undertaken and theory behind building the surveys. Next survey to be based on patient satisfaction with clinicians listening, caring, and other such attributes.
Action JC to send template questionnaire for PPG to consider questions.
5.2 Minor surgery Surveys: PPG agreed surveyresults were very good and only negative areas were that 2 patients felt that they were not given enough information about how to access the Practice. PPG suggested ensuring patients receive information directing patients to the basement/Crypt of the Church.
Action JC to tell Jeremy and PRS.
5.3 Patients Access and Satisfaction survey: was run to find out how patients find access and to see if recent improvements have made a difference, waiting times, general satisfaction with clinical and administration service, contacting the clinicians by telephone, and awareness of phone before you go and OOHs access campaigns.
Survey was offered to 400 patients who were handed the surveys by a GP at the end of their consultation and was open to all on the website. There was a 48% response rate to those surveys handed out with only 7 surveys completed on line. Ethnicity of practice population available although this was not asked when survey completed.
Main areas of focus which were discussed and grouped into two main areas.
A- Area where results found to be positive and did not require further action:
1. 93% of patients thought the services they receive from the surgery are excellent/very good/good.
2. Two thirds of patients felt that seeing the same GP for routine matters was important and the practice should be mindful of this when planning appointments.
3. 74% of patients use or would like to use early morning or late evening appointments- discussion about ensuring that these appts are maximised and following an internal audit it was agreed that best uptake is on Tuesday am, Weds am, Tues PM and Thurs pm. Practice to ensure extended hours offered on these days.
4. 35% of patients were not kept waiting and were seen on time, 72% were kept waiting less than 20 minutes to be seen and 81% of the patients felt that the wait was reasonable. PPG noted that this was much improved from last survey.
5. 51% of patients did not know that they could book a routine telephone consultation with a GP and would have used the service if they could. 33% of patients had used the service had would use it again. PPG agreed that telephone consultations were well liked and used and the practice should continue to offer this service to offer additional capacity and a variant of access to GPs.
B-Areas where PPG/Practice felt improvements/closer scrutiny should be made:
1. Patients are not utilising on line booking systems which places additional pressures on reception. Action Reception to immediately run an on line booking campaign. It was felt that Vision on line was not user friendly and that hopefully system one on line tools would be better.
2. Only 32% of patients booked an appointment within 5 working days which is the practice target.46% said that they had waited more than 7 working days and 43% of patients felt that they had to wait too long to get a GP appointment. Action JC to revisit demand and capacity and ensure a current ‘how long to wait for an appt’ should be published weekly for patients and staff which would be reviewed by PPG at each meeting. MHC should continue to aim for the ‘can make an appointment with any GP in 5 working day’ target.
3. 51% of patients did not know that they could book a routine telephone consultation with a GP and would have used the service if they could. 33% of patients had used the service had would use it again. Action PPG to consider a new communication campaign with letters describing access and what to do out of hours to each registered patient. For discussion in March.
4. 31% of patients have used the same day duty doctor service and thought it was a good service. 57% of patients did not know about the same day service. Action PPG to consider a new communication campaign with letters describing access and what to do out of hours to each registered patient. For discussion in March.
5. 65% of patients knew or had used the out of hours service when the surgery was closed. Action PPG to consider a new communication campaign with letters describing access and what to do out of hours to each registered patient. For discussion in March.
5.3 Complaints/comments and suggestions-None noted in December.
6. Workplan
6.1Events2014. To be held24th February 20145-7pm in Crypt Hall.
6.1.1 Programme agreed and can now be advertised.
Action JC to prepare flyers and posters for Drew (library and Waitrose) and Charmian (pharmacies) to hand out
6.1.2 Topics for next eventsdiscussed and confirmed as (depending on room availability) 29th April targeted at under 11s and October 2013 looking at Dementia.
Action to check room availability with Church for both meetings.
6.1.3 Work with Imperial and puppetry shows to be revisited when contact made by Imperial.
6.4.1 Locality Feedback-JUM attends the Clinical Commissioning Group locality plan meetings and
JC chairs. JUM described last meeting where practices were giving risks and concern feedback which did not appear to be taken forward by PPG. Some feedback/updates to ensure concerns actioned would offer reassurance. MMR targets were shown on graphs which made no sense and made performance appear poor. Concern was raised by all at the meeting about the need to ensure information is accurate and timely.
6.4.2 Discussion at a recent meeting had focused on cancer care services at Imperial which had received a poor McMillan patient satisfaction survey result. JUM reported that at the meeting a request was made for more focused work with consultants and cancer care teams on communication. JUM to feedback following the next meeting.
7. Commissioning update
7.1 JG reported that there is a date for future public meetings about cancer and information about this should be placed in Newsletter. Action JC to get dates from Helena.
8. Communication
8.1 News Update: Next Newsletter is due end March. PPG to send JC ideas for information to be included by second week in March. JC to ask staff for contributions and AG to introduce the newsletter.
8.2 Website- website had 94,333 hits in the last 12 months. 461 patients requested prescriptions on line through the website in December. 119 patients subscribed to the MHC newsletter. Disappointing that only 7 patients answered survey on line. But good indication that patients do use the website.
9-DNA’s-continue to be an issue. PPG to consider 2 DNA’s and removal. Agreement that patients not attending early or late appointments should not be allowed to rebook in those slots within a year and should be informed of that when they make an initial appointment. That should be put on Vision for those booking on-line
10. A.O.B
Finance- PPG budget to be reviewed in March 2014
Waiting room- CCG are looking at funding a video/TV information screen post April 2014.
CB to chair meeting 17th Feb 2014.
Future meetings; 17th Feb,24th March, 28th April, 2nd June, 7th July, 22ndSept,3rd Nov, 8th Dec 2014
Practice website address: www.marylebonehealthcentre.co.uk