Download 31st July 2013 - West Leeds Family Practice

PATIENT PARTICIPATION REFERENCE GROUP
Dr A V Lee & Partners
West Lodge Surgery, New Street, Farsley, Pudsey LS28 5DL
Glenlea Surgery, 703 Leeds & Bradford Road, Stanningley, Pudsey LS28 6PE
Calverley Surgery, Upper Carr Lane, Calverley LS28 5PL
MINUTES OF MEETING
DATE OF MEETING:
31st July 2013
ATEENDEES:
Terence Johnson
Paulette Ducker
Lynne Chadwick
Pam Wilson
Linda Carter
Danny Benn
Jane O’Hara
Dr Lee
Dr Bellerby
Dr Hearnshaw
Dr Strickland
Angela Gelder
Sam Lofthouse
- Patient
- Patient
- Patient
- Patient
- Patient
- Patient
- Patient
- GP Partner
- West Lodge
- GP Partner
- West Lodge
- GP Partner
- Glenlea
- GP Registrar
- Glenlea
- Practice Manager
- Assistant Manager
Action
1. INTRODUCTION TO PATIENT INVOLVEMENT
AG welcomed the attendees to the forum and thanked them for their support and
attendance to the meeting.
2. MINUTES OF PREVIOUS MEETING
AG provided minutes of the last meeting – no action required.
3. MATTERS ARISING
Bowel Screening Programme
The number of patients already screened in Leeds is 55% and the Leeds target is set at
60%. As part of the Clinical Commissioning Group the practice are trying to increase the
uptake of Bowel Screening within our eligible patient population, and actively influencing
those who fail to complete the screening test the importance to do so and work towards
achieving the Leeds target.
There was a query regarding the literature provided regarding the bowel screening
programme and to clarify the criteria, the national programme is offered to men and women
aged 60 – 69. Initial screening is via a faecal occult blood test (FOBT) which is completed
by the patient at home using the screening kit provided.
Currently the practice have been informed of those patients who have not responded to the
national screening programme and a reminder has been added to the patient record to alert
the clinician to advocate the importance of the screening and ask the patient to contact the
Programme to request another kit FREEPHONE 0800 707 60 60 or text 18001 0800 707
60 60.
It was suggested by the group that the practice obtain spare kits to give to patients who
have a reminder on their record should they have thrown the first kit away. AG rang the
National Programme line to request a supply of kits, however due to how the letters and kits
are distributed using a barcode system, they are unable to provide a supply as they need to
be individually requested by the patient and bar-coded.
It was also suggested by the group that to simplify obtaining the samples the kit should be
supplied with both a spatula and receptacle to collect the sample. AG to feedback this
suggestion to the Clinical Commissioning Group.
Patient Experience/Feedback
The group discussed methods of collecting patient’s experiences of healthcare services in a
primary care setting and look at processes to measure, analyse and feedback to patients at
local level and also feedback to the CCG.
AG stated the system and mechanisms currently used by the practice such as the annual
patient survey of which only 103 patients completed out of a possible 17200. This therefore
was not representative of the practice population and AG asked the group for any ideas to
improve the questionnaire and distribution pathways to increase patient participation.
The following ideas were suggested:o Reduce the number of questions
o Include questions such as:o Would you recommend the practice to friends and family?
o What does the practice do well/not so well – please provide examples
o Your experience of other NHS services such as Choose and Book
o Use open questions to allow for free text and comments
o Make the questionnaire less cumbersome, 1 page maximum
o Reduce the Equality Monitoring section (AG to check the minimal requirement set
by the DoH).
o Distribute questionnaires more regularly to increase uptake i.e. once per month
o Target patients during campaigns such as the flu campaign
o Liaise with the local chemists to provide a questionnaire on collection of medication
o Attaching the questionnaire to prescriptions awaiting collection.
DB asked if the hospital and practice patient questionnaires can be combined to save on
duplication and patient time. The group felt that due to constraints of budgets and
differences in targets set by secondary and primary care that this may not be feasible.
However AG will feedback to the CCG.
The group then discussed other options to engage with patients and receive their feedback
and the following was proposed:o
o
o
o
o
Comments box – Allowing patients to free text their opinions of the services
provided.
Mjog – Text messaging service that can be sent to both mobiles and landlines, a
message is automatically sent to patients who have attended an appointment
asking if they would like to take part in a short survey and then if consent given, they
are then sent a few set questions.
Elephant Kiosks were also suggested that have a range of touch screen surveys
which enable patients to leave feedback in the way that best suits them.
DB suggested targeting under 18’s via colleges/schools sixth form to ask for their
views/comments on primary care services and advertise the patient reference group
as an invitation to participate in the group and bring the views of the younger
generation to the practice.
Randomly texting patients targeting specific age groups and specific questions to
those groups.
It was also agreed the importance of advertising the results of all feedback and the
outcomes/changes made by the practice so that patients see that they are listened to and
have helped to improve services at a local level.
4. Evaluation of Meeting
The practice appreciated the time and interest of the group and the next meeting would be
scheduled sometime in October/November 2013.