Patient Participation Group

Meeting Date: 8th February 2017

Time: 1300-1400

Attendance: Dr Adnan Tariq – GP (AT), Carol Abell (CA), Raziya Jennings (RJ), Lily Langwade (LL), Linda Harris (LH), M\ary Telford (MT), Tony King (TK), Malcolm Pollack (MP), Richard Poynter (RP), Sarfraz Khan (SK), Dawn Lyons (DL)

Apologies received: Julie Trigg - Operations Manager (JT), Rachel Burke (RB), Jayne Rootham (JR), David Courtier (DC), Ann Pollack (AP), Bridget Holland (BH), Lesley Barlow (LB), Christine Luckey (CL), Laurie Cornish (LC), Brigid Baker (BB), Sally Weston (SW), Jonathan Theobald (JTh), Stephen Hill (SH)

Agenda Item / Minutes
Review of previous meeting minutes / MP highlighted discussion on PPG agreeing for him to represent BMC PPG at Peterborough Patient Forum missed on previous month meetings. PPG agreed MP to attend on behalf of BMC PPG.
CA fed back NHS Online process was easy to follow but will need to check if her comment has gone online.
BMC current situation and services update / AT updated on current BMC position in regards to prescription scripts, telephones and new services. No issues raised from PPG.
AT explained Clinical Nurse Manager Rob Bristow now working and on BMC team.
AT also explained GPN now basing Hub from BMC site. Rooms used to fulfill GP Access Fund Year 2 and also Year 3. The appointments are pre-bookable but also appointments triaged from 111 and A+E.
BMC Coffee Morning / AT explained BMC now holding Coffee Morning for BMC patients. This is held on the 1st Wednesday of every month from 1100-1230. Hayley Chializia, Health Care Assistant, is leading this and 1st coffee morning in February was a great success. All patients welcome and feel free to bring along cake!
Walk around to see equipment from Harry Cureton fund – theatre couch/ECG/USS / PPG members went around BMC to view equipment purchased with Harry Cureton Fund. PPG pleased with the equipment and the plans for BMC to use these in the future.
Reception Manager Dawn Lyons to discuss reception process in BMC / DL is Reception Manager at BMC and kindly came to meeting to discuss reception with the PPG.
DL explained BMC open 8am-8pm but after 630pm it is only accessible for pre-booked appointments and not walk ins. Urgent medical requests after 630pm need to ring 111.
DL explained 17 reception staff in total. Staff work on rotating shift pattern. 6 reception staff on phones in the morning and 2 reception staff sat on front desk in the morning. At lunchtime staff on front desk reduced to 1 as this has been noted to be a less busy time.
DL explained unexpected sickness and annual leave affect above staffing levels set by DL.
DL explained issues facing reception staff including some patients being aggressive/patients requesting ambulance transport when reception no longer deal with this/patients requesting GP review for minor injury which is better dealt with by a nurse.
Also DL explained significant impact of patient education on who to best book appointment with hence posters and information regarding minor illness and ailments can be dealt with by most Pharmacist or Minor Injury clinics at BMC which is run by nurses.
DL explained to improve signposting patients to the right member of staff or service, 4 reception staff will attend a course on signposting and will feedback to the rest of the reception team.
RJ thanked reception team for the work they do and praised them on her experience with them so far.
PPG members thanked DL and reception team for their hard work and recognized the positive impact they have on patients and the experience they have.
LH discussed patient survey. DL happy to distribute this in reception waiting areas once ready. LH will develop survey for patient feedback.
TK asked if telephones improved since first moved in and if any further developments needed. DL explained phones much better since first opened BMC and telephone developments ongoing but need time for changes to set in.
PPG thanked DL for kindly coming in as a guest speaker and PPG found this talk useful in understanding BMC Reception better and also feeling more involved.
Any other business / MT requested update on merger with Westgate Surgery and development of Werrington so far. AT explained NHS estates progress on this slow. PPG assistance in this matter would be appreciated by BMC.
MP will try to attend next Peterborough Patient forum on 14th February 2017 on behalf of BMC PPG. He will feedback information in the next meeting.
MP also explained he is on the Peterborough City Hospital Public Forum and any concerns we may have with hospital we can highlight to him to see if he can take forward in future meetings.
Summary and close / AT thanked all for attending. Next meeting 8th March 2017.