Download Agenda 03.10.16 - Walkergate Surgery

Minutes from Patient Participation Group Meeting
held Monday 3rd October 2016 at 6.15pm
at Walkergate Surgery, Beverley
Patients Present: Barbara Fawcett (Chair), Janet Bates (Joint Vice Chair), Andrew
Hunter, Mary Scaife, Doris Moxon, Barry Cox, Pauline Connington, Peter Frankland,
Keith Bridge and Helena Coroneo
Staff Present: Dr Angela Harley, Caroline Maw, Jill Ellerton, Kate, Claire and Jan
1) Welcome
The Chair welcomed everyone to Walkergate Surgery and everyone introduced
themselves. CM offered to show Greenwood patients round.
2) Apologies
William Rice, Sarah Waterson, Muriel Prest, Tracey Westgarth, Clair Colley, Carolyn
Kay, Janice Skelton, Susan Heap, Peter Mounstephen.
3) Minutes of last meeting
Taken as read.
4) Flu Campaign
CM spoke to the group about patients going to pharmacies to have the flu vaccine
administered and how this could affect our income and she asked patients present for
ideas on how to try to attract patients to come to the surgery. It was suggested that
patients may feel they are "saving the surgery" time by going to the pharmacy and
often the pharmacy can do them "while your here". A lack of posters was noted and
Jill said she would try to sort some out from the company's or the government
websites ordering system. There are no posters facing outwards for patients to see
walking by either. Jill also offered to put some information together for CM to put on
the website explaining the need and evidence to have the vaccine. CM sent text
messages out to patients which Kate said had produced a definite uptake at
Greenwood Avenue and was suggested that a follow up text may be suitable
beginning of November for those who had not attended by then, maybe with an
addition to be able to decline. BF suggested these messages went out earlier next year
and CM will put a reminder on her email calendar to prompt in September. Patients
suggested a walk in session may be a good idea and maybe an advertised hour every
week at each surgery for people to just walk in and get. Claire will speak to the
nurses to find an appropriate hour and Danielle will do posters to advertise in each
site.
5) Merger complete - review
CM thanked everyone for their support during the upheavals of the merge and was
pleased to report that we now had one merged list of patients and things were starting
to settle down at practice level too but obviously some tweaking to still take place. Dr
Harley mentioned some problems currently occurring due to GP's working at one
surgery but the patient may want to collect at a different surgery. Electronic
prescriptions is an ideal choice when patients can go direct to the pharmacy to collect
and she asked Kate how they had succeeded in such a high take up at Greenwood.
Kate said they targeted different initiatives during different weeks and had proved
successful so we will look at doing this across the sites. Andrew suggested that the
"electronic" may put some patients off and maybe saying we could send "direct" may
across better. Trials to take place and Claire said she had created a handout for
patients which we will make available in GP rooms to hand out to promote also. CM
suggested the waiting rooms in all 3 sites need a serious de-clutter and then hopefully
make things like this stand out more - all agree.
6) Future of the NHS - low cost medications
Dr Harley spoke to the group about the promotion of patients purchasing their own
low cost medicines which are available over the counter such as Paracetamol and
Ibuprofen. CM handed out the government leaflets to everyone which are freely
available at all 3 sites. This was been followed by all GP's across the sites and some
patients had welcomed this and others had complained so staff and GP's were finding
it difficult but they do ask so no one gets treated differently. All agreed the initiative
seemed good but agreed could cause more problems and be time consuming.
7) Phone system
CM informed the group she had been in talks with a local company to provide an
integrated telephone system with one main number for all patients to ring. This
system would allow all incoming and outgoing phone calls to be recorded to help
limit comments and complaints as they can always be replayed and be used for
evidence or training if needed. A queuing system would also be in use and will allow
us to direct patients to book appointments at one site, order prescriptions from another
whilst still having the option to speak to the reception desk of their choice. Patients
asked what would happen if an emergency and she will speak to the company to
access a bypass urgent button although as Dr Harley pointed out, this sort of
emergency should not be ringing us anyway.
8) PPG Survey
Dr Harley and Barbara spoke to the group about the appointments system and CM and
Kate explained the current varying systems in place. Several options where put
forward and in the end it was agreed that Kate would put a staff survey together as an
initial step to bringing all sites together to operate in the same way. Options to be
suggested and request feedback. GP's to educate patients if they take an emergency
appointment for a non emergency situation and if no decision can be made then look
at a patient survey. Janet thought involving patients initially may complicate matters
and felt that more decision should come from the surgery itself and all agreed this was
a good idea.
9) Any Other Business
Barbara informed the group that Jill was retiring in December and this would be her
last meeting. All very sad to see her leave after all her work and high esteem from
patients but she said she is hoping to continue to work alternate Saturdays at
Minstergate so may see some patients occasionally.
Danielle had put a report together to show the high levels of non attenders at each
surgery which was staggering in September and all agreed it would be great for her to
produce posters which may make patients think twice and also point to those who
cannot get an appointment why this may be.
Meeting finished and it was proposed that the next meeting on Monday 6th February
2017 could perhaps take place at Minstergate Surgery - confirmation and details to
follow in January.
CM thanked everyone for coming and for an active involved meeting.