Patient Reference Group Meeting
Monday February 29th 6-7pm
Present:
Kathleen Long
Peter & Roberta Johnson
John Hills
Peter Dawson
Pamela Axford
Annette Watson
Apologies:
Robert Brett
John Gale
Andrew Pawlowski
Minutes of Meeting:
It was noted that the group had not met since June 2015. The meeting in September had been cancelled due to the majority of the group being unable to attend.
Staff Update:
In order to improve the number of appointments available to patients the practice has employed a new salaried GP called Dr Emma Linnard. She is an experienced GP who lives locally and was previously working in Dorking. She will be working on a Wednesday and Thursday morning.
The practice has also developed a new role within administration. This role will provide support to the current admin team but most importantly will work as an extra receptionist to answer the phone during the first part of the morning. Mary Schia will be working every morning.
The practice now has a Well-being Advisor who has been trained and funded by Tandridge District Council. This is part of the well-being initiative : Mark Dopson is working at the practice on a Tuesday morning and can provide advice on access to health initiatives, social support and local groups. Patients can self-refer at reception or be referred by their GP.
Review of Action Plan from 2015:
The main action point from 2015 was to improve patient access to the practice. Patient’s felt that it was too difficult to get through on the phone line first thing in the morning. It is hoped that taking on Mary has helped to alleviate this problem. Also taking on an extra salaried GP has provided the practice with extra appointments.
National patient Survey:
This is a national GP survey. It involves 2.4 million questionnaires being posted out at random to patients across England. Usually 2 % of patients from each practice are targeted and asked 7 key questions about their experience at their GP practice. Elizabeth house is thrilled to report that the practice came 5th in Surrey (out of 200 practices) and was top in East Surrey (out of 18 practices).
Results of Annual Patient Satisfaction Questionnaire 2015:
The 2015 results reported were very similar to the 2014 survey conducted. The 2015 questionnaire did show that there was a similar number of patients dissatisfied with access to the practice but the practice has since appointed a new member of staff that should help with this problem. It was pleasing that the practice still scored highly on both doctor and nurse consultation and involvement of the patient in managing their care.
Action Plan for 2016:
The main issue is to monitor patient access and communication with the practice. Shelley will continue to monitor the use of internet booked appointments. The number of appointments will be increased if there is seen to be a need.
Friends & Family / Online booking:
The practice currently collects information via leaflets in reception and online. We are still only receiving about 20 replies a month. Shelley is looking at a new IT service which may help improve the feedback for the practice. Mjog is a piece of software that will allow the practice to text patients after their consultation. The software will also text appointment reminders, details about upcoming clinics. As well as allow patients to cancel appointments via text.
Update Electronic Prescriptions:
There were a few teething problems when the service was first introduced but the EPS system is now working well . 46% of patients now use the service.
Care Quality Commissioning :
No date yet. Thank you to the members of the group who have agreed to come in and speak to the CQC team on behalf of the group and patients of Elizabeth House.
Out of Hours / 111:
The practice has found a dramatic improvement in the quality of the 111 discharge letters. Most are now received within 24 hours. There are still some concerns regarding discharge letters from East Surrey hospital. This safety issue has been raised with the safety and quality team at the CCG to investigate as it is affecting all local practices and not just Elizabeth House.
New Development in Warlingham:
The practice has been approached by Tandridge Council regarding the proposed 10 /20 year plan of new houses. From the plans it seems up to 2,000 new homes could be built in and around Warlingham. The practice has advised the council that it has the capacity to accommodate all the new patients this development would bring. When the practice was redeveloped in 2008 it was always the plan to allow for expansion and we still have one floor undeveloped.
Any Other Business:
No issues or concerns raised by the group
Date of Next Meeting:
September 2016 TBC