PPG MINUTES 11/6/18
Minutes of the last meeting were reviewed, it was agreed they were accurate and they were signed off by Dorothy.
Matters arising from minutes of the last meeting
Dr Gray confirmed that the Practice were doing ongoing changes to the Babblevoice telephone system and would explore, as part of this, the opportunity to put information into the system for patients to listen to while they were waiting in the queue. Dr Gray confirmed that Dr Jo Corner had started with the Practice and we had employed Dr Michie to work at the Practice as a Career Start GP. In regard to the Patient Information leaflet produced by Sunderland GP Alliance, which we discussed at the last meeting, Dr Gray advised that she had written to the Alliance passing on feedback from our group.
She had received a very positive email thanking the group for its comments which they felt were most useful and advised that the correspondence had been passed to the relevant team for producing patient information. In regards to the disabled toilet Dr Gray advised that this was being left open although it had led to more incidents where the toilet had been blocked, we believe by parents using it as a changing facility. Dr Gray mentioned that she had explored the option of a RADAR key and asked the group for their experiences of this. Mike felt that most patients with a genuine disability were likely to be aware of the scheme and that RADAR keys were being used widely in other facilities across the North East and were cheap to purchase. A key could be left behind the Reception desk for other users. Dr Gray agreed to look into the cost of putting a RADAR lock on the disabled toilet and discuss this further with the Practice Manager.
We discussed the format for this years’ local survey. Dorothy and Dr Gray had had the opportunity to review the emails sent by other members of the group which had been very helpful. It was agreed that the survey would be targeted to one specific area to allow us to aim for a more targeted survey which could be completed more frequently. It was agreed initially we would aim for 2 short surveys a year. We agreed the first survey would concentrate on telephone access and online access to services in order we might get feedback of patient’s experience of the new Babblevoice telephone system and look at any factors discouraging patients from using online services. It was agreed in 6 months we would look at prescribing as our area of interest. The Practice is in the process of taking back the responsibility for processing repeat prescription orders.
We agreed that we would keep the questions quite straight forward but also to leave a free text area to allow patients to leave their comments and suggestions. Dr Gray agreed that she would put a draft together and send it out for consultation as a first step to other members of the group. Once the questions were agreed Mike kindly volunteered to create a suitable document for printing. The survey would be brought to the next meeting on 3 September for comment by the rest of the group with a view to conducting the survey in the final week of September or the first week in October. It was agreed this would be a useful time. It was likely there would be increased footfall through the surgery for flu vaccination. It was agreed as previously we would attempt to send a number out to patients directly and members of the group would also come into the Practice during the survey period and help patients in the waiting room. This had previously had an excellent response rate.
Dr Gray explained that the Practice was taking back responsibility for patients repeat prescribing orders to try and prevent wastage. Experience across the city had been that many patients on a variable repeat had their repeat prescriptions ordered every month by the Pharmacist regardless of whether they were using it, causing wastage. Dr Gray also mentioned that changes to the telephone system would mean that going forward it was likely that there would be one telephone number into the Practice with a pick list for services, compared with the 2 separate lines at present and details would need to go out in the patient leaflet once all staff changes had been finalised.
Next meeting is to take place on 3 September 2018
PPG MINUTES 5/3/18
Minutes of the last meeting were reviewed, it was agreed that they were accurate and they were signed off by Dorothy.
Matters arising from the last minutes
No further progress has been made on the Jayex screen. It was agreed that we should concentrate on volume levels for the call in screen and Dr Gray agreed to investigate this further.
Although the content of the leaflet had been agreed in a previous meeting, a reprint had been held off due to a short period of very significant changes in staffing. Dr Gray stated that there was a plan for a reprint once all the staffing changes had been made so that the leaflet would be up to date.
Positive comments were made regarding changes in the Babblevoice system, the ability to know where you were in the queue and the pleasant background music were mentioned. Rachel suggested that it might be possible to put some information on the system for patients to listen to while they were being held in the queue as happens with some banks and insurance companies. Dr Gray agreed that this was a good idea, she agreed to explore this with the Practice Manager to see whether it was technically possible.
Dr Gray outlined the recent staff changes in the Practice. We have employed 2 new receptionists, Tracy our Health Care Assistant left for a new job in Manchester and her role has been taken on by Amber and the group gave some very positive feedback about Amber’s approach with patients. The Practice will be saying goodbye to Dr Wallace who is retiring. Dr Gray said they had recruited a new GP to replace him who would hopefully be starting at the beginning of May. We had employed a Career Start GP who at present would be with the Practice for 12 months.
It was agreed that we would proceed this summer with a local survey. It was agreed it would not be as extensive as the previous survey undertaken due to the large commitment involved but we would try to target this to 1 or 2 areas where the maximum impact would be felt. The group have a number of ideas about where those areas might be including patient’s experience of Babblevoice, experience of the waiting room environment and it was agreed that they would go away and think about the areas which might be best explored and forward them by email to Denise who would compile them and we would agree at the next meeting in June the areas to concentrate on.
Any other business
Mike brought along a Patient Information leaflet which had been produced by the Sunderland GP Alliance around the Sunderland GP Extended Access service. He felt that this leaflet was not clear and did not provide patient information to be useful and Dr Gray agreed on reviewing it that it did not appear to give clear information about the service. Once everybody had looked at it, turned it over to look on the other side where they expected to find more information , Dr Gray agreed that she would feed back there comments to the Alliance.
Mike mentioned that on a couple of occasions when he has attended the surgery, the disabled toilet had either been out of use or been locked with a mention to collect a key at reception. It was discussed that this was also used as a baby changing facility, it might explain the plumbing problems we had been having as patients were often discarding nappies and wipes into the plumbing system. It was agreed to be fed back to the Practice Manager to see whether we could leave the toilet open and whether a workable solution might be found.
Next meeting is to take place on 11 June at 5pm. Confirmation of the date would be sent nearer the time.
PPG MINUTES 3/9/18
Minutes of previous meeting were reviewed and signed off as accurate by Dorothy.
Matters arising from minutes of last meeting
Dr Gray said that she had passed on the information about the RADAR key for the disabled toilets to Vanessa who was exploring the cost of installing this.
We reviewed the survey form which Mike had produced and managed to condense to 2 sides of A4. It was agreed that a small change would be needed to provide standard for telephone answering time, although it was agreed by the group that there did not appear to be any clear signs available to us of what was acceptable. However as a benchmark it was agreed we would ask patients whether their call had been answered within 3 minutes and Mike agreed to provide Dr Gray with an amended copy of the form. We agreed to begin the survey in September, hoping to coincide with increased footfall during the flu season. It was agreed that we would send out 200 surveys attached to normal correspondence to patients as a postal survey and that the PPG would come into the surgery waiting room and survey patients on the week beginning 24 September and the rota was agreed so that the entire week could be covered by different members of the group.
Deadline for collecting the completed surveys would be the 31st October and that would also be added to the form produced by Mike so it was clear for patients when the form had to be returned. We would then collect them and Dorothy and Mike kindly agreed to analyse the data and input onto a spreadsheet to be discussed at the next meeting on 12 November.
Any other business
As a group we discussed our own experiences of attempting to register for online access. Ted stated that he had to make 2 trips to pick the form up and then to return it to the surgery with appropriate ID and wondered whether it would be helpful if the form were available to be printed off from the website to allow patients to do this first and we agreed it would also be helpful if patients were aware that they needed to bring ID with the form. Mike stated that he had some difficulty as the code that he had been using appeared to be incorrect and out of date. He informed Vanessa about this and she said unfortunately she had no control over it and would pass the information on to EMIS. However he is yet to hear from her and Dr Gray agreed that she would speak to Vanessa to resolve the issue.
Next meeting to review the results of the survey on November 12th at 6pm. All welcome.