Keys Family Practice
Practice participation Group
Notes of meeting held on 7 December 2015
Present: / Vicky ArbenzMaureen Evans
Joan Giles
Mick Davis
Kim Davis
Glenice Hornex
Pauline Wood
Olive Starr
Patricia Upton / Practice Manager
Patient
Patient
Patient
Patient
Patient
Patient
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Patient
ACTION
Minutes:
1. / Apologies were received fromWendy Boot
Val Fletcher
Vivien Jobber
2.
. / Guest Speaker
Amjid Iqbal – Practice Pharmacist
Topics
EPS – Electronic prescribing –
The patient must first request EPS from the pharmacy they want to collect their prescription from.
Patients then request their prescription as they do now, in person, at the practice, on-line through the practice website.
The practice will then process the prescription requests and automatically send to the patients chosen pharmacy. The patient does not need to collect the prescription from the practice and the pharmacy will prepare your prescription for you to collect which makes the whole process much quicker and easier.
There are a few drug items that cannot be sent this way and have to be collected from the practice, however this is changing and by Spring 2016 most prescriptions will be able to be sent electronically.
Prescription Waste
We discussed the Prescribing waste campaign, which focusses on patients only requesting medication that they require. if you have items on your prescription which do not suit you or you no longer take please inform the practice to remove them from your repeat prescription.
Pharmacy Appointments
The practice offers patients the opportunity to discuss their medication with the practice pharmacist, who is highly trained and can spend time with patients to explain their medication and how to get the best out of it.
Amjid attends the practice on Mondays and patients can book an appointment with him. Some of the group members had already had an appointment with him and were pleased with the consultation received.
3. / Meeting Format and Terms of Reference
The ground rules for the operation of Keys PPG meetings where discussed and approved and formally approved. In essence this allows all those attending to contribute to the meetings.
Appendix 1 ground rules
Terms of Reference were given final approval by the PPG group and covers :-
Membership of the group
Purpose
Meetings
Organisation
Appendix 2 – Terms of Reference
4. / Practice Team
The practice has 5 GP’s’ operating at the surgery, 3 Male and 2 Female.
We have two new GP working at the practice Dr Chalissery-Johny who joined us in September and Dr Alex who joined us at the beginning of December. Sadly Dr Chan has left the practice at the end of November however you may still see him covering some locum session in the future.
Doctors
Dr A Alex (M) / Dr A Ranjit (F)
Dr S Gill (M) / Dr D Ratra (F)
Dr J Chalissery-Johny
Nursing Team
Ann – Nurse / Chris – HCA
Michelle – Nurse / Carol - HCA
Admin Team
Kath / Ann
Caroline / Elaine
Andrea / Laura
Practice Manager
Victoria Arbenz
5. / Friends and Family Test
Please take the time on each visit to the practice to complete the short survey.
Very little uptake in patients completing the survey with only a handful being completed.
The continual feedback helps the practice understand how we are doing on a regular basis.
Results for November 2015
3 completed surveys – based on how likely they would be to recommend the practice to their family and friends
1 Extremely likely
1 likely
1 Extremely unlikely – unfortunately there were no additional comments so it is difficult to address any specific issue.
7 / Practice Survey Update
446 surveys sent out
86 surveys returned
19% completion rate
The survey is sent out twice a year in January and July by Ipsos MORI an independent survey agency who administers the survey on behalf of NHS England.
The survey includes questions about a range of issues and continues to provide a means for patients to feedback their experiences and preferences in respect of the care and services provided by their GP services.
What the practice does well
87% are satisfied with the opening hours.
78% usually wait 15 minutes or less after their appointment to be seen.
82% find it easy to get through to the surgery by phone.
What the practice could improve
36% with a preferred GP usually get to see or speak to that GP
Patients can always request an appointment with a specific GP, although this may not be available on the same day due to GP working days.
68% find the receptionists at this surgery helpful.
64% would recommend this surgery to someone new in the area.
8. / Appointments DNA
April 173 August 182 November 237
May 175 September 210
June 195 October 277
The DNA rate for the practice remains high although a large proportion will be due to the flu clinics operating were appointments are scheduled every 3 minutes.
We are updating patient’s mobile telephone numbers when patients ring and this will help as patients will receive a text reminder.
The group have requested a breakdown in the DNA results for our next meeting so that we can analysis which clinicians are affected most.
The DNA rates for the nursing team are usually the highest as they have the most pre-bookable appointments which are where most patients forget they have an appointment. A large proportion of GP appointments are bookable on the day specifically to ensure they are not wasted.
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9. / Text messaging
We are continuing to record patient’s mobile phone number in order that they have their appointment confirmed when booking and a reminder is sent 2 days before their appointment.
10. / NHS Choices
Patients are able to leave a review regarding the surgery and include both positive and negative feedback.
The practice does always share information across the whole team. It has been lovely to receive two positive feedbacks recently which I know the team have really appreciated.
To access NHS choices please go to : - WWW.NHS.uk
11. / Date and Time of next meetings
Monday 22 February 2016 – 2.00 pm
Appendix 1
Keys Patient Participation Group (PPG)
GROUND RULES FOR MEETINGS
1. PPG is not a forum for complaints.
2. Members should look at best practice.
3. When contributing members must stick to the
point being discussed.
4. Everyone must be given the opportunity to
Contribute.
5. We must listen to what others have to say.
6. The days/times of the meeting should be
varied to allow as many members to attend
as possible.
7. We must agree a decision making process
and stick to it.
8. There will be an agenda for every meeting.
9. Mobile telephones will either be switched off
or on silent mode
10. Meetings will take no longer than 1.5 hours
Keys Family Practice Patient Participation Group
TERMS OF REFERENCE & MEMBERSHIP
1. Title of the Group
1.1 The Group shall be called Keys Patient Participation Group (PPG).
2. Membership of the Group
2.1 Membership of the Group shall be open and free to all registered patients and
staff of the Practice.
2.2 Every effort will be made to recruit members to represent all ages; genders;
ethnic and disabled patients.
3. Purpose
3.1 the purpose of the Patient Participation Group is to establish a system of
communication with all registered patients in the practice so that their views
and concerns are fed back into the practice.
3.2 contribute to the practice decision making process and consult on service
development and provision and assist in the assessment of community medical
needs.
3.4 participate in all community engagement activities for example on the
provision of new services or changes in service development.
3.5 support activities within the Practice to promote preventive medicine
and healthy lifestyle choices.
3.6 liaise with other Patient Participation Groups in the area.
4. Meetings of the Group
4.1 the Group will endeavour to meet no fewer than four times a year.
4.2 notices of meetings, reports on meetings and information about the PPG’s
activities will be displayed at the practice.
4.3 PPG is not a forum for complaints.
4.4 Everyone must be given the opportunity to contribute and members must listen
to what others have to say.
4.5 When contributing members must stick to the point being discussed.
4.6 There will be an agenda for every meeting.
4.7 Confidentiality to be maintained and only authorised information to be
released as agreed by the members of the group.
5. Organisation of the Group
5.1 the Group’s activities will be organised by a Committee of volunteers and
invited members.
5.2 the Committee will be composed of a Chair, Secretary and
between two and four members, to be agreed at the AGM. Other members will
be co-opted as required.