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SHEPPERTON MEDICAL PRACTICE
Minutes of Patient Participation Group meeting held on
Wednesday 25th February at 1.30pm
Venue: Health Education Room, Shepperton Health Centre
Present
Patient Representatives:
Practice Representative/s:
Mr Peter Hughes
Mrs Rosaleen Common
Mrs Carolyn Mathieson
Mrs Jenny Adolphus
Cllr Robin Sider
Mr David Scagell
Col Brian Bingle
Mrs Victoria MacDonald
Mrs Isata Green (Practice Manager)
Apologies
Mrs Katie Campbell
Mrs Fay Russell
Mrs Judy Hall
Mrs Sally Dick
Mrs Maureen Taylor
Matters Arising
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1.
It was a general consensus that there is a real issue with receptionists not being able
to see patients while they queue behind the confidentiality line due to the barriers at
the reception desk. This has been reported to NHS Property Services (Landlord) and
an application was put forward by the Practice for minor improvement grant to
remove the barriers in July 2014. There are pending clarifications for this application
and still await a response.
It was suggested that a mirror may be used as a temporary measure while waiting
for further clarifications for the minor improvement grant application
It was agreed that the action plans for 2013/14 implemented were appropriate and in
line with the suggestions
It was agreed that the priority areas for 2014/15 survey (mainly telephones and
appointments) identified in the meeting held on 9/9/2014 were appropriate and that
the Practice should continue to review these areas
Practice Patients’ Survey 2014/15
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Over 8.5% more patients felt that it was “easy” or “very easy” to get through to the
phones in 2014/15 survey compared to 2013/14. It was felt that the new system in
place may have contributed to this improvement.
However, the number of phone calls answered within 5 minutes had decreased by
approx. 6%. It was agreed that more focus should be put into answering the phones
more quickly
The number of patients who stated that they had seen their preferred GP “always” or
“almost always” increased by over 10% this year compared to last year’s survey.
This may be due to the re-arrangement of the appointments system which was one
of the action plans from last year’s survey
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SHEPPERTON MEDICAL PRACTICE
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The number of patients who were able to book an advance appointment had also
increased compared to last year’s survey.
There has been an improvement in waiting times on arrival for an appointment:76.5% of patients were seen by their GP or nurse within 15minutes of arrival
compared to 63.46% last year. Only 1% of patients waited for more than 30min this
year compared to 7.60% last year
Patients were generally happy with their consultations with GPs and nurses
Only 14.3% rated their telephone encounter with a receptionist as “excellent” this
year compared to 24% last year. However, 50% felt that it was “very good” compared
to only 26% last year
More patients booked their appointments via phoning through to the Practice and
less via the website and their telephone keypad year compared to last year.
86% of patients were “very satisfied” or “fairly satisfied” with the opening times of the
Practice this year compared to 80% last year
Over 12% more patients stated that the Practice had improved this year compared to
last year and more patients would recommend the Practice compared to last year
The group mentioned that the response rate for the survey was small. The Practice
Manager stated that over 500 survey questionnaires were printed and distributed by
various methods but only a fraction of those came back to the practice. Even though
the number of respondents was relatively small, the result may be extrapolated to
represent the Practice Population as results from the National GP survey shows
similar trends to those of the Practice Patient Survey. However there has been
improvement in some aspects of the result of the Practice Patient Survey which is
the most recent of the two surveys and this may reflect in the National Survey in due
course. Also, the National Survey field work is reported in a rolling year so that each
report consists of two field works.
It was suggested by the group that some of the members may come in and hand out
surveys to patients and ask them to complete these before leaving the Practice
Please see the full survey and summary reports advertised on the Practice’s website
Action Pan: Please see below
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Meeting with Primary Care Foundation (PCF)
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3.
The Practice Manager’s meeting with the Primary Care Foundation regarding
appointment and telephone systems was discussed.
Friends and Family test result for January 2015
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January’s Friends & Family report was very good
3 group members volunteered to come in and hand surveys to patients
Practice Newsletter
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The group was happy with the format of the Newsletter
Medical Record Viewer
The Practice Manager stated that Patients are now able to view the following via the Practice
website:
 Summary of records including medications and allergies, test results, repeat prescription
requests, booking appointments and viewing hospital letters
Premises update
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The Practice Manager has recently contacted NHS Property Services for further information
on the improvement grant application
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SHEPPERTON MEDICAL PRACTICE
4.
AOB
Double Yellow Line
 Members of the group felt that the double yellow lines may be removed to allow
patients to pack on the far side of the road
CQC intelligent report was discussed.
 The group felt that the Practice has already done a lot in trying to encourage patients
to have their flu vaccs including advertising via a banner at the top of the road
 Members of the group stated that they were aware that some patients do not like
taking the flu vaccs because they had had a flu in the past after having the vaccs
 They felt that vaccs companies should spent more time getting the strain more
accurately for each season so that patients who have had the vaccs do not catch the
flu afterwards
 Some members stated that the Practice cannot force patients to have their flu vaccs
if they did not want to
 It was however suggested that flu vaccs is advertised in the local papers to try and
increase the uptake next year
Action plan – from 2014/15 survey
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Advertise the use of the Practice Website and encourage more patients to use
it so that telephone lines are freed up
Receptionists are to continue answering phones more quickly and focus
Obtain data on telephone calls to assess the volume of calls coming through
in order to identify busiest days and times
Ask patients to phone back between 1.30pm and 3.30pm for their test results
Practice to continue monitoring the appointment system
Some members of the group have volunteered to help hand out questionnaires
to patients during the next survey as a lot of questionnaires were not returned
to the Practice.
Action Plan – General
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6.
Surrey County Council is to be contacted by the Practice Manager to find out
if one of the double yellow lines (across the round) may be removed and made
into a parking bays (extending to the pavement)
Enquiries to be made about advertising Flu vaccinations in various local
papers
Possibility of administering flu vaccs to patients at the Greeno Centre to be
explored
Date of next meeting
 Wednesday 20th May 2015 at 1.30pm
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