Hanham Health Patient Participation Group (PPG)

Friday 8th January 2016

Discussion and Action points

Present

Kelly Cole (KC) / Heather Thomas (HT) / Vicky Hartland (VH)
Sarah Warren (SW) / Carl Lander (CL)
Kenneth Underwood (KU) / Yvonne Balchin (YB)
Dr Jon Hayes (JH) / David Osborn (DO)

Apologies

Jeff Green
Mike Vernon
Dr Sue Lowrey

1. Welcome and Apologies

2. Record of last meeting & matters arising

  • All present agreed minutes of last meeting were correct
  • PPG Constitution review – All in agreement that constitution requires updating – on next meeting agenda
  • Appointment cancellations – Is there an option for automated system. Do patients receive a confirmation text when they cancel their appointments by text?
  • Can we have telephone consultations made available to book online
  • PPG logo – DO has created a logo for the PPG to use (amendment of practice logo) – KC to check JG happy
  • We can now promote Electronic Prescription service (EPS) further as all GPs are trained and using. We need to ease the process for patients to sign up. Add EPS enrolment to all patient communications and new patient questionnaire etc.
  • Notifying patients if appointments have been moved to another GP (for example due to GP sickness) – sometimes Reception team are unable to determine why
  • Same day service – list ‘closes’ at 5.30pm and patients are encouraged to call before 4pm to ensure same day access (where appropriate). JH reported that the ‘watershed’ has had a positive effect on GP and staff wellbeing as well as facilitating appropriate patient access.

3. PPG led agenda items

a) PPG Awareness Event 2016 – Venue booked for 15th April - Hanham Community Centre. HT has prepared project plan including timeline and invitees. Next project planning meeting for event – 22nd January 2016. Advertising of event planned to start in February (6 weeks before event). Marketing – posters to go up in libraries, post office, etc. HT has contacted Sirona Communications manager re attendance at event. Sirona CEO and Business director have added event to diaries. HT also hoping for nurse attendance. CL suggested use of parliamentary email address for Chris Skidmore to ensure response. Name still needed for the event.

b) Drop in session for practice staff – Suggested by HT and KC so that Practice staff can get to know the PPG representatives. Raise awareness and visibility of the PPG members within the practice. Suggested 1pm prior to next meeting in March.

c) Shaunaks Pharmacy issues (branch located within Hanham Surgery) update - The problem of patients having to double queue to locate prescriptions has been discussed lots of times. CL explained scenario before Christmas. VH explained the work that is happening between the practice and pharmacy manager in an attempt to eliminate these issues. Regular meetings now happening and amendments to both surgery and pharmacy processes will happen. Suggestion of a survey to gather feedback on pharmacy usage.

d) Minor Injuries Service (MIS) update – Due to start in April 2016. All South glos practices have signed agreement to service. Only Hanham Health patients will use the service offered at this practice. Nurses are receiving additional training to deliver the MIS. Anticipated to be minimal numbers and the practice already offers this service informally. PPG have some reservations on service and impact it will have on existing nurse appointments / parking etc. PPG would like data on impact of introduction of service on waiting times and number of appointments being offered in treatment room.

4. Practice led agenda items

a) Flu figures and planning for next campaign – 5944 patients vaccinated throughout this campaign (and still not too late for others). This includes housebound patients. Practice will hold a review meeting early Feb to look at this year’s campaign, identify and learning points and plan for next year’s campaign. Lots of positive feedback received from patients/ PPG members on the flu campaign this year.

b) Complaints data – KC circulated the data YTD (April - Dec 2015). 105 complaints on record.

c) Extension update – Planning permission for the extension to Hanham Surgery has now been granted. Completion target remains as November 2016.

d) Prisons update – Hanham Health has secured the contract as a sub-contractor to continue to offer GP service at 3 prisons and additional 2 from April 2016. KC explained contract helped with future security for the practice and will have minimal impact on service deliver through the practice. It also ensures we can remain as an employer of choice for those GPs wishing to work within offender healthcare.

e) Intern Role – Practice is looking to enhance management structure with employment of a graduate management intern position. Job advertised on practice website and at local universities.

5. A.O.B

a) One Care consortium – YB is the patient representative for Hanham Health and will be attending next meeting on 20th January. YB is going to discuss the PPG event and suggest a service they may wish to think about is crèche’s within health care environments (for staff).

b) Staff recognition – this is a PPG led initiative. PPG would like acknowledge staff who deliver high levels of service. Needs to be equitable across both sites and across all practice teams. Further discussion required.

c) Blue badge parking at Oldland surgery – Discussion held around tight space for blue badge users at Oldland. Very little the practice can do about this as very small car park.

d) Thanks extended by PPG for the Christmas cards from KC on behalf of the practice.

Actions Summary

Action Required / Who / Date
Investigate options for automated appointment cancellation system / KC / By next PPG Meeting in March
Investigate option of text confirmation when cancel an appointment by text / KC / By next PPG meeting in March
Investigate possibility of making some telephone consultations bookable online / KC / By next PPG meeting in March
Check new PPG logo is ok / KC / JG / ASAP – confirm with group by email
Add EPS enrolment to all patient communications and appropriate paperwork / KC / ASAP
Request that Reception team are informed whenever appointments are moved to another GP / KC / ASAP
Event working group to arrange distribution of advertising posters / HT / February 2016
Advertise event via Hanham Abbots Parish newsletter article / KC / February 2016
Promote event at next One Care patient forum meeting / YB / 20th January 2016
Invite Council reps to event / HT / ASAP
Name needed for the event- email HT with suggestions / All PPG members / ASAP
PPG drop in session for practice staff to be advertised / KC / Before next PPG meeting in March
Create survey on pharmacy usage / CL / By next PPG meeting in March.
Ask IT dept. to see if report can be ran to show impact (if any) of MIS on appt waiting times / KC /Rus Clark IT Manager / In preparation for launch of service in April 2016
Confirm the practice target figure for flu vaccinations / KC / By next PPG meeting in March
Invite MV to Flu planning meeting to encompass transport for 2016 – 17 campaign / KC / Darren Maslen (Clinical Services Manager) / ASAP (when date of meeting confirmed).
YB to report back to PPG on the Once Care consortium meeting / YB / At next PPG meeting in March (or earlier by email if felt necessary).
Staff recognition award – at to agenda for next meeting / CL / For next PPG meeting in March.

Date of Next meeting – Friday 4th March, 2pm.