Minutes of the East Shore Practice PPG meeting on Tuesday December 5th 2017
The meeting was opened by Avril with a welcome to all PPG members present.
Relevant documents relating to the meeting were made available to everyone.
Avril informed the group that Jo Hurd the Outreach Matron requested to join this meeting for a short period to give anupdate of her meeting with Jo Searle from Portsmouth Carers Centre. The group agreedto this.
1 Present
Avril Adams(Chair), Roger Batterbury(Vice Chair), Vasos Antoniou (Secretry), Emily Kitching, Andy Heaword, Sherry Craig , Sue Buchanan, Graham Keeping, Larry Nicholas, Terry Norton, Jo Hurd earlier part, and Su Pembleton at the later part of the meeting.
2. Apologies
David Power, Mary Isaacs, and Steve Cope.
3. Minutes 0f the last meeting
These were discussed with the Chair and accepted by the group as accurate.
4. Matters Arising
There were no matters arising and it was agreed that all relevant matters would be dealt through the agenda.
Jo Hurd
Jo said that this was an opportunity for PPG to be involved and help the practice with carers’ issues.
Avril indicated that three members of the group would help the practice as they have appropriate knowledge and experience.
Sherry pointed out the importance of including carers of people with mental health issues.
Avril suggested a PPG meeting devoted exclusively to this issue. This was felt to be a good way forward and accepted by the group.
Jo provided all members of the group with a useful handout relating to her meeting with Jo Searle,
This includes suggestions how to increase carer support and engagement within the practice.
5. PPG
Cancellation of January meeting Avril stated that a number of PPG members requested the cancellation of the meeting due to its proximity of the New Year. Following discussion it was agreed that the next PPG meeting will now take place on Tuesday 5th February 2018.
Constitution This was accepted with the amendments, relating to: Email communications, Annual Election of Group Officers, Annual General Meeting, and Maximum PPG numbers.
Annual Election of Group Officers This will now take place at the February 2018 meeting. To dateonly Avril, and Graham, have put themselves forward for the position of the group’s chair. Avril reiterated that she would appreciate it if any other member of the group is interested in the posts of Chair, Vice Chair and Secretary to let her know before the February meeting.
AGM suggestions for a venue The group appreciated the difficulty of securing a sizable paid venue due to the fact that the there is no finance available for this purpose. Andy said that the practice should contribute financially to the securing of a suitable venue. Avril will approach the practice with regards to this.
Graham indicated that there is a possibility of booking the Gatcombe Park Conference for the AGM. Graham will inquire about the possibility of using this venue free of charge.
Governors’ letter The letter written by Avril was accepted and it was agreed that this that this could now be sent to school governors as appropriate. The group thanked Avril for preparing the letter.
Setting up a virtual group There are two possible members waiting, and it is hoped that following a positive response to the governor’s letter, will enable the speedy setting up of the virtual PPG.
Healthwatch It was reported that Healthwatch is prepared to set up a stand with appropriate information in the practice. Graham reported to the group the very positive visit he undertook as part of the Heathwatch team at Edinburgh Care Home.
6. PPG Questionnaire – Subcommittee report
Sherry reported on the work undertaken by the subgroup to date in the development of the questionnaire. Sherry said that the main areas that appeared to be problematic in the practice are: Obtaining appointments, the phone system, call backs, and prescriptions, and loss of a personal touch, sick notes, and to a lesser extend parking, and issues related to blue badge holders. There were also a number of positive feedbacks relating to the practice.
A small diversion took place at this point of the meeting on how does the practice identify carers. A number of different ways were put forward by members of the group for example through appropriate leaflets provided during GP visits, small piece of literature, and the possibility of looking at how the schools deal with this issue was put forward.
Sherry said that in pulling together the information gathered two strands were identified: 1) Are we looking at the communication as a problem. 2) Are we asking patients how they wish to be communicated to, and identify what the ideal is for them? Suggestions for possible questions were offered, questions for the questionnaire from PPG members to be forwarded to all three members of the group.
7. Dementia work at the surgery
Avril was informed that due to difficulties with staff sickness the walk through the surgery was not arranged.
Avril brought to the attention of the group a very useful document from the Department of Health,Patient –led assessments of the care environment. Dementia Friendly Environments. Guidance for Assessors.
8. Telephone message
Roger informed the group that the telephone message used by the practice now is the amended one put forward following his, and Steve’s work on this issue.
Hub visit Terry updated the Group on his communications regarding the Hub visit with Su. He made his concern clear and said that delaying this by two months is not acceptable.
IT Screen visit Following the offer by Roger and Terry at the November PPG meeting to help with the setting up of the screen nothing further was communicated from the practice.
The above items to be raised with Su
9. Any other business
Emily confirmed that this would be her last meeting and that she made the decision to withdraw as a member of the PPG.
Emily said that she enjoyed her time as a member of the group and presented everyone with two gifts of chocolates and a thank you card. The group expressed their thanks and wished Emily all the best.
Avril thanked Emily for being a member and her contributions to the group.
Issues for Su
Solent Mind information for the practice posters sent by Sherry, what happened to it?
Text massages to remind patients for their appointments ask for clarification.
What clinics are available for patients?
IT Screen update
Terry pointed out the importance of resolving the issues of Hub Visit, and IT Screen with a positive answer from the practice before the February PPG meeting. The group agreed with this.
10. Su Pembleton
Su apologised about her offer of two PPG members attending and observing the work carried out in the telephone hub. She indicated that staff issues, new doctors, and sickness necessitated the delay of this taking place till February 2018at least.
Terry indicated that he could not see what the problem isif one PPG member observes the work in the telephone hub. He said that it would help if PPG members can relay to other patients how busy the hub is and what can be done to help alleviate the situation.
Su will take these comments back to Veryan and the Partners.
Regarding the Dementia Visit Su stated that currently she has not got the time or the capacity to organise and participate insuch a visit. Consequently this will also be undertaken in the New Year.
Su also confirmed that the telephone message has now changed to the one put forward by the PPG through Roger’s and Steve’s work. Roger commented on the fact that the time factor for the length of each telephone call before cut off has not been removed as suggested.
Roger to follow up this issue with Veryan on behalf of the PPG
Su said that she has raised the TV screen issue with Justin and Veryan and will do this again.
Avril on behalf of the group raised the following with Su:
Whether there is a sick cover for appointments. Su said that this is not possible always as it is difficult to get staff replacements at short notice.
The possibility of providing a list of clinics available to patients in the practice. Su will provide this list to PPG members.
Sherry did sent two Solent Mind posters for the practice notice boards following a request at a previous meeting for different information to be put on the notice boards. Su to look in to this.
Missed appointments. Su was asked if there was a correlation of those patients texted and those not, it was confirmed that all patients that can be texted are as well as using other ways to remind patients of their forthcoming appointments.
Su provided each member of the group with a handout( Business Manager Brief – Nov/Dec 2017) showing information on: 1) Telephone statistics, 2)Changes to staff,3)Recorded Telephone Message,4) Call Queue Options, 5) Update on Business Developments, 6)HR Review .
Complaints
Five complaints were recorded relating to: Medication queries, breaching of patients confidentiality, patient was given an appointment at the Milton part of the practice and not at Baffins, the phone system andTriage, Patient needing medication urgently following an appointment with the Podiatrist and the practice issue of a prescription in a 72 hour period.
Verbally resolved complaints were not reported at this meeting.
11. Date and time of next meeting
Tuesday 6th February 2018 at 1630hrs
1st floor waiting room Baffins Surgery