THE LAW MEDICAL GROUP PRACTICE

Dr Adrian Richardson

Meeting / Patient Representation Group Meeting (PRG)
Date / 20th September 2016
Venue / 9-11 Wrottesley Road, NW10 5UY
Chairperson / Dr Adrian Richardson
Practice Attendees / Dr Richardson, C. Khiari, S. Khan, Dr Milne, M. O’Connell, Dr Hamami, J. Williamson, D. Magar
PRG Attendees / H. Patel, A. Rabbitt, A. Hicks, P. Courtney, M. Courtney, T. Doyle, L. Edwards, S. Sama, S. Sama, B. Nandha, M. Barton-Daly, B. Ahmed, S. Ahmed, A. Fields, A, Barton, M. Barton, U. Willis, D. Keely, E. Keely, J. Cremin, E. Cremin, B. Kapadia, M. Trewick, A. Kyriacou, A. O’Neill, M. Fittall, M. O’Neill, M. Talsania, J. Pincus, M. Williams, M. Normoyle
ACTION / AGENDA ITEM
Dr Richardson (AR) welcomes all present to the PRG meeting.
Presentation by Dr Richardson
Dr Richardson recounts many of the current issues and problems affecting The Law Medical Group Practice (LMGP) and general practice nationwide.
·  See attached presentation document
Key points of presentation:
·  Increasing patient numbers
·  Decreased funding in general practice
·  Decreased GP numbers nationally
·  Difficulty retaining / recruiting GP’s
Dr Richardson informs the PRG that over the preceding few months, LMGP has been working closely, and has been supported by local governing bodies such as NHS London, Clinical Commissioning Group (CCG), and London Medical Council (LMC) and reassures PRG that LMGP will not close and full services across both sites, Willesden and Wembley, will remain. The practice will benefit from three new partners; Dr Hamami, Dr Minhas, and Mr Shiraz Khan (non-clinical business partner).
Introduction – Mr Shiraz Khan
Mr Shiraz Khan (SK) introduces himself to the PRG. Advises the PRG that he has a long history working in general practice, and in particular with practices that are struggling. He reassures PRG that both strategic short term and long term plans are in place; the practice is currently recruiting for clinical and non-clinical staff and we have three permanent GP’s starting over the course of the next few months. Also, the practice will resume its focus on training GP’s and we have GP trainees starting in February. The reception team will also be trained on appropriate allocation of appointments, allowing the GP’s to deal with more complex medical management and the nurse practitioner will manage patients with more general illness with an option to escalate to/ communicate with the GP if necessary. SK advises that it is vital we have the support of the patients during these changes and that they trust that the practice will allocate them to the most suitable clinician for their needs. Other plans also include patient and clinician access to an on-site pharmacist.
Patient Question and Answer Session
Q. How is the current staff going to cope until the practice recruits new staff?
A. Currently the practice are supported by locum GP’s to fill the gap in clinical staff
Q. Will there be a reduction in the consultation time to see the doctor?
A. The practice will not reduce the consultation time spent with clinicians
Q. When will patients start getting a better service? The practice has lost 3 good doctors recently and improvements need to be made now.
A. The most pressing problems, such as recruitment of clinical staff, are being currently addressed and improvement will be seen over the following weeks and months. In the meantime, the practice is employing locum GP’s to fill any gaps in clinical appointments.
Q. How many full-time GP’s work at the Wembley practice?
A. The practice has 1.5 (as calculated on the basis of GP sessions) full- time GP’s at the Wembley branch. Currently we have approximately 5000 patients registered at Wembley.
* NHS England recommends 1 full-time (or equivalent) GP per 2000/2500 registered patients.
Q. Is Dr Richardson the sole GP Partner in the practice? What happens if Dr Richardson leaves the practice?
A. Dr Richardson is currently the sole partner at the practice, however we have three new partners starting; two GP Partners, and one non-clinical partner. Dr Richardson assures PRG that he has no plans to leave the practice.
Q. How can the PRG become more active in supporting the practice?
A. Members of PRG can meet independently and are welcome to use the practice premises if they require. Also, there is an allocated person at Health Watch who can assist and advise the PRG and Practice on developing an active independent PRG. The practice can contact Health Watch and arrange a meeting if required.
Patient Concerns
Patient was concerned that she felt she was not treated well by a locum GP.
The practice welcomes all feedback from patients and patients are encouraged to inform the practice if they feel they have received an unsatisfactory service. This can be done by completing a ‘complaints and suggestions’ form which are available at reception
Patient expressed difficulty communicating with the practice. This is especially noticeable at the Wembley branch as there is only one receptionist working alone.
Patients have a number of options to contact / communicate with the practice aside from physically attending the practice. These include telephone consultation and e-consult (via email). Full details of how patients can contact the practice can be found on the practice website, or alternatively ask for details at reception.
www.lawmedicalgrouppractice.co.uk
Patient comments that they have been registered at the Wembley branch for over 35 years and feel that the service has diminished over the past year. One main concern was the lengthy queuing involved at reception, even for just handing in a prescription request.
The practice advises that a number of our short term and long-tern plans seek to improve the services at the Wembley branch. Currently we are recruiting receptionists for the Wembley branch and installing a new check-in screen; both of which should reduce queuing times. Also, one of the new GP partners will be based permanently at the Wembley branch as well as a supporting team of clinicians including GP’s, Nurse Practitioner, Practice Nurse and Health Care Assistants.
Patients are also reminded that many requests, including prescription requests, can be made online via e-consult or the practice website. Patients will need to collect a unique log in identification number from reception so that they can access these online services via the practice website.
Patient is concerned that a 10 minute appointment will not be enough time to consult with a locum/new doctor who is not familiar with the patients.
Patients are advised that the practice operates appointments of between 12 and 15 minutes duration. Also, all doctors have full access to the patient’s medical record and briefly look through the electronic notes just prior to calling the patient into the consulting room as a matter of good practice. Patients also have the option of booking a ‘double’ appointment if they need to discuss multiple problems with the doctor, or if they feel that their problem(s) is particularly complex and will require more time with the doctor.
Patient is worried that the practice is not able to refuse any new patient registrations.
The practice advises that although general practices are generally unable to refuse any new patient registrations, there are some exceptions when practices can suspend or limit new registrations. Currently the practice has a limit of ten new registrations per week only. This will continue until a time agreed by the practice and the local Health Authority.
Patient is concerned about the overall problems throughout the NHS and how this affects patient care. Patient reports that they have personally had their planned post-operative investigation cancelled by the hospital on five occasions now.
The practice agrees that these concerns are shared by general practitioners, NHS providers, and the British Medical Association (BMA). Currently the BMA are working hard to challenge and limit some of the funding issues and bureaucratic practices within the NHS that compromise the efficient and safe delivery of services.
The practice also advises that patients can write to their local MP to express their concerns about the pressures that general practice is facing.
Patient Comments
Patient comments that it may be helpful if the practice drafts a template letter for patients to send to their local MP.
Patient comments that many patients are keen to support the practice and work with the practice in solving some of the current problems.
Patient thanks the doctors and nurses of Law Medical for their care and support over the last two years.
Practice Strategic Plan
·  Replace the check in desk at Wembley site
·  Recruitment of reception staff at Wembley site
·  Recruitment of clinical staff including GP’s, Nurse Practitioners, and Practice Nurses
·  Restructure of appointment system so patients are appointed the most appropriate clinician for their needs
·  Resume GP Training programme
END OF MEETING
Minutes taken by Practice Secretary: Joanne Williamson