Minutes of the Patient Reference Group (Prg) Core Meeting

SOUTH HOLDERNESS MEDICAL PRACTICE

MINUTES OF THE PATIENT REFERENCE GROUP (PRG) CORE MEETING

HELD ON 19 September

PRESENT RW(CHAIR) Julie Withey (JCAW) Business Manager

Gina-Marie Peckitt (Practice Services Manager)

Dr Blackbourn (GP partner)

CW MB

GK NP

JM SW

BD MM

Apologies SW, EC

Matters Arising

JCAW explained that the 6 week pilot scheme for the patient transport scheme had come to an end and unfortunately it had had very little up take by patients. JCAW has spoken to Will Uglow about extending the pilot but due to lack of funding it is not possible at the moment. The group wanted to know if this had reduce the home visit, to which JCAW stated that it had only saved 3 visits. The group felt that had the scheme been running in winter and not in the summer months it may have had more take up.

Newsletter

JCAW apologised to Gk for not liaising with her on the content of the new letter, the information will be forwarded to her shortly.

Website

Having investigated and discussed the matters of sexual health for younger persons it was agreed that GK ideas of having helpful links added to the practice website would be a good idea. JCAW added this to list of things to do when updating the web site.

Flu Clinics

JCAW advised on the provisional dates of this year flu clinics’ which are Wednesday 9 & 16 October at Withernsea and Patrington. Also in addition this year we will be holding 2 Saturday clinics on 12 October and 2 November. This year the clinics will be on an appointment booked in advance basis only rather than a walk in clinic. The meeting to confirm this with the GP partners will be held next week. Once these dates have been confirmed they will be advertised within the surgery, local gazette and on the Practice web Site.

It was explained that the take up for the flu injection last year was lower than expected so we are trying to provide Saturday Clinics to help match patient needs due to work and family commitments.

The system at Patrington will be for 1 GP and 1 Nurse to run the clinic which JCAW is waiting for clinicians to confirm this at the moment. Also confirmation of a commitment from no clinical staff for the input of the paper work for the Saturday clinics is to be confirmed.

This years clinics have been altered to pre booked appointment in order to provide a better Service for patients who we do not see on a regular basis. This will mean we are able to check patient contact details are still correct, outstanding blood pressure checks and water samples.

The group also felt that it would be a good idea for members of the PRG to be represented at the clinics to encourage patients to talk about the experience they have at the surgery. Any feedback received will be discussed at next meeting. Both RW and GK offered to represent both of the Saturday clinics, CW and BD both offered to assist but this is to be confirmed at a later date.

Patient Suggestion Box

A patient expressed how difficult it is to get someone who is in a wheelchair in to the surgery. JCAW stated that she would check into this and would get in touch with a builder to see if it is possible to change the entrance.

Van – (Dispensary Deliveries)

RJB advised that the Practice has purchased a van to enable medication to be delivered to patients who are not able to get into the surgery. This will be used in surrounding villages such as Roos, Holmpton, Easington, Skeffling, Welwick, Patrington and Halsham. The service is to run weekly initially and then will be reviewed at a later date. Potentially no more than 3 deliveries per week covering the Practice area for patients who are eligible for dispensing. If patients are not at home when the delivery takes place they will have to collect their medication from the surgery. JCAW advised that at present Patrington post office currently take patients medication to deliver to Easington but this service is due to stop in the future when the post office service changes.

Human Resources

GMP advised the group that Maisie who is employed by the Practice as an apprentice is doing very well and the team as a whole felt that she has fit in to the group with ease. JCAW felt that the scheme is giving a school leaver an opportunity to develop their skills while gaining a qualification at the same time and the Practice hopes there is a vacancy available when Maisie completes her apprenticeship. The group agreed that this is a good opportunity for the younger generation.

GMP announced that we have advertised for a new member of staff to start within the administration department and also to cover reception.

JCAW announced that due to the retirement of Sue Maltas who worked as a receptionist at Roos for many years. The surgery has not replaced Sues hours like for like instead we are using staff from the admin and reception team to provide the cover. JCAW has had 2 individual patient comment on how polite and efficient the staff have been at Roos to which the group felt was good feedback. JM also has received positive feedback from patients with regards to the staffing at Roos.

JCAW also informed the group the Practice has employed 2 salaried GP’s Dr Georgina Gateshill who is working 9 sessions a week and Dr Uddin who is working 7 sessions a week. We also have a new nurse Sarah Marflitt who is due to commence work shortly Sarah will be working 24 hours initially between Withernsea and Patrington Sugeries.

RJB informed the group we also have 3 new doctors in training, Dr Lloyd and Dr Garnham who are both Registrars and Dr Luke Brown who is a Foundation Year 2 doctor. Dr Firman has changed her name to Dr Belham due to her recent marriage and has also reduced her hours slightly.

CCG

Dementia and long term conditions – as part of Sarah’s role she will be employed to work with the dementia and long term condition patients.

GK stated the new Guide to Health Care System in England has been published. The website to access this is: https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/194002/9421-2900878-TSO-NHS_Guide_to_Healthcare_WEB.PDF

·  Action Plan update

JCAW gave the following update:

·  Getting an appointment on the day and in advance.

·  DNA appointment and how to reduce the amount.

·  Text messaging of appointment dates and times which needs to be set up and approval from the patients will be needed (form to be handed out to patient at the flu clinics and verbal consent to be given at the front desk at reception).

·  Telephone appointment

·  Setting up of the Jayex screen in order for patients to be called to the doctors rooms and any information on clinics over running etc.

·  Staff to be observed on their customer services at the front desk.

DNA Appointments

JCAW discussed the DNA figures for the month of August - from the 3997 appointment booked appointments 250 of these were DNA’s which is 6 % for the month. A lot of these appointments were double appointments with the nurse, these figures account for all 3 sites. The group felt that when you see the amount in figures rather than as a percentage this does seem rather a lot and that if this was to be publicly displayed in the amount of minutes wasted, this may have some impact on how patient react to this.

JCAW had made some telephone calls to patients who had booked an appointment on the day and then DNA to find out the reason for why they did not attend. The majority of the reasons from the patient were that they had been to the minor ailments scheme at the chemist and had “managed to get sorted out”. A couple of patients stated that they had tried to call first thing in the morning but due to a high volume of calls were not able to get through to cancel. Another patient had simply forgotten about their appointment as they had booked it 3 weeks in advance. MB advised that it is possible with the internet booking that you can make and cancel your appointment on line without having to try to get through on the telephone. A discussion was held around DNA figures and how to alleviate the problem.

Text Messaging

It was agreed the Practice would ask patients at the flu clinics their consent/dissent to this service. It was agreed this would be the best time to start as we will be checking that all the patient details are up to date including mobile telephone number. The group also felt that a link on the web site for patient on this would be a good idea.

Telephone Appointments

The group wanted to know if any of the doctors had expressed interested in triage telephone appointments as it was felt that this may help save more appointments. JCAW explained that we are unable to move forward with this at the moment until the new GPs are in place, they have only been in post for 4 week but we are looking at moving this forward. Some of the doctors at present have expressed their interested in this system.

Jaydex Board

It was agreed that GMP will move forward with setting the board up so that patients are able to see their names called out and to which doctors’ room they should go to. JM commented on the fact that some patient cannot hear their name when it was called out or some patient may not be able to see the board. MB explained that it is possible to put a message for the doctor under the patient appointment on the computer so that the doctor knows that they cannot hear or see very well. When the doctor sees this message s/he will come out to the reception to meet the patient. The patient just needs to explain the situation to the receptionist while checking in so that they can text the message in for them (this is something that we do already but may need to advertise this more).

Staff Observations

The staff observation has been delayed due to other commitments but will commence shortly.JM stated that he had heard from a few patients that the staff at Roos surgery were very helpful and accommodating and that he hoped that they will keep the good work up. GMP to feedback to the teams.

Telephones

JCAW informed the group she has planned presentations within the next few weeks for the new telephone system which will revert back to a local number which and will be one local number for all 3 sites. This new system should be in place around 13th November (this is to be confirmed). The current contract had been fixed for 7 years a new 5 year contract will be signed with the new telephone company. Telephony has changed a huge amount since the last contract but the broadband connection is not strong enough in the area and particularly at Roos for us to look at calls over the net. We hope the new contract will have flexibility so that when this improves (should be in the next 2 years) we can take advantage.

AOB

GMP agreed to post the confidentiality statement to each member of the group. GMP and JCAW to sign on behalf of the practice and each member of the group will need to sign and return this.

JM asked why the blood test result line was only open at a certain time of day as he knows people who work find this very difficult to call at the times given. MB explained that all receptionists do understand that it is difficult and that if they call on general enquires and explain their situation the reception team are happy to give the patient their results. RJB explained that the times were set up so that it was at a less busy time of day so that the volume of patient trying to make appointments had quietened down.

The date of the next meeting was agreed to be 28 November.