Download Market Harborough Medical Centre Patient Participation Group

Market Harborough Medical Centre & The Bosworth Partnership
Patient Participation Group
Minutes of Meeting held on 17th February 2015
Present :
Christine Saint, Chrissie Willis, Michael Edwards, Sally Jones, Alec Browne, Natalie
Pollard, Annette Rogers, Julie Simpson, Brian Smith, Jennifer Besbrode
Apologies:
Ellen Todd, Dr Crowley, Maria Bukowska, Sheila Pendered, Mike Cheeseman
1.
Welcome and apologies
2.
Acceptance of Minutes of Last Meeting
The minutes accepted as a true record of the last meeting.
3.
Matters Arising From Minutes
Chrissie’s GP works full-time not part-time.
4.
AGM 2015 (AB)
The next Meeting on Tuesday 24th March 2015 from 4.30pm until 6.00pm at St
Dionysius Church Hall will be the PPG AGM,
Alec hopes that Tim Sacks, the Managing Director of the CCG would be able to be
the guest speaker but he is unable to do this. A sub-group meeting was held with
Ellen and Julie to plan the AGM and Maureen O’Malley from Voluntary Action South
Leicestershire (VASL) is happy to be the guest speaker.
Since the last AGM the PPG has lost three members, so there are three vacancies
for new PPG members. Alec hopes to utilise the AGM and poster campaign to
recruit new members.
The AGM will incorporate nominations and voting of Chair, Vice Chair and Secretary.
Nomination slips were handed out to members present and will be posted to those
absent. Members can nominate themselves, permission needs to be sought if they
wish to nominate another member. Nomination slips to be returned to Natalie by 16th
March 2015 , they will then be collated and brought to the AGM.
The AGM is open to the wider patient group and any current PPG members should
canvas and talk to any new attenders about becoming a members of the PPG.
5.
Meet & Greet Sub Group Report (CS)
Christine and Annette have met with Julie and Ellen who have reinforced that the
Medical Centre & Bosworth Partnership are very happy with the Meet & Greet
Sessions and value the feedback gathered. Christine and Annette have suggested
doing Meet & Greet Sessions on different days, not just on Monday mornings so they
capture different groups of patients, (ie: baby clinics). A new questionnaire has been
drawn up, Natalie will type it up and forward to Annette & Christine. The new
questionnaire will be pertinent to the difficulties patients encounter with car parking.
Alec has discussed Meet & Greet Sessions at the PPG Chairs Network Events and
other PPG’s have been interested in the concept.
The Medical Centre & Bosworth Surgery are participating in Friends and Family
Tests and there is a display and supply of questionnaires at both surgeries: PPG
members could encourage patients to look at the displays and complete the slips.
6.
Virtual Membership Development & Update (AB/JS)
The web-site company have said that they cannot change the comments and
suggestions feedback form on the website to specifically for the PPG. The form is
currently on the web-site as a link and an option could be to copy it into the PPG
section of the web-site with an acknowledgement that it is for contacting PPG
members: it was agreed to go ahead with this.
The comments and suggestions form currently on the web-sites is used very
infrequently. Patients do make comments via the NHS Choices website. It was
suggested that some patients might feel more comfortable raising a comment or
suggestions through a PPG member rather than directly to the Medical
Centre/Bosworth Surgery.
The list of e-mail addresses for patients interested in becoming virtual members has
been collated and they will be contacted to advise that minutes of PPG Meetings are
displayed on the web-site and they can use the comments and suggestions form to
contact members. E-mail addresses of interested patients can continue to be
gathered.
The practice leaflet is currently being updated, Julie will check that the PPG is
mentioned in it.
7.
Friends & Family Test (JS)
There is a display in the waiting area with blue questionnaire slips to complete, pens
and a ballot-box for completed slips. The Test is to gauge how likely patients are to
recommend the surgery to their friends and family and there is the opportunity to
record comments. December and January’s slips have been analysed and a copy is
in the meeting pack.
Currently not many patients are completing the slips: PPG Meet & Greet Sessions
could encourage patients to look at the display and complete the slips. Slips will be
placed on seats in the waiting rooms and there is a notice on the electronic callboards about Friends & Family Test.
All of the comments recorded are viewed by Practice Managers and negative
comments acted on, patients can record their names and contact details or can be
anonymous.
8.
NHS England Survey (JS)
This survey is sent randomly to patients by NHS England, our feed-back rates quite
highly. A copy of the overview was in the PPG meeting pack and was discussed:
81% of respondents found the receptionist at the surgery helpful: Julie advised that
training is ongoing with reception : however the receptionist’s job is very complex and
they cannot always give what patient’s want. At the Medical Centre the receptionists
do a variety of work and rotate between the phones, front reception desk, and other
tasks. Some have more specific roles such as Choose & Book and Registrations.
Not all reception queries are quick and simple to deal with.
Query re the time the surgeries open for telephone calls: this is actioned
electronically so should be on time at 8.00am.
Doctors previously saw a lot of patients with minor illnesses such as sore throats etc
but now these are seen by minor illness nurses so the doctors have more complex
issues and a lot of patients have high expectations.
Surprise that only a few patients surveyed book appointments on-line: Julie agreed to
look at website and practice booklet to see if they raise awareness of on-line
appointment booking.
9.
Customer Services (JS)
The first of three reception training sessions has occurred with Reception Team
Leaders who will cascade the training to their Reception Teams. They found the
trainer to be very competent and enjoyed the training.
Discussion regarding receptionist’s role: they ask patients why they are attending so
they can divert the patient to the correct clinic and prioritise the appointment if
necessary; they put a note in the doctor’s electronic appointment book to say why the
patient is attending or advise that the patient does not want to divulge.
Some patients do not want to see an alternative GP and will only see their own GP
and not registrars. The registrars are fully qualified doctors who are gaining
experience of General Practice: they are newly trained and have more up to date
knowledge and skills. Smaller practices don’t have the availability of so many
experts.
10.
St Luke’s Hospital Update: (JS)
Currently in the press: the new hospital has been given the go ahead : contractors
have been appointed and work will start April 2015 for completion June 2016.
Currently Ward 3 at St Luke’s is temporarily closed due to lack of staff. The Medical
Centre were not informed about this and heard via the press. It is hoped that new
staff can be recruited and the ward will re-open.
11.
Minor Injuries Unit (JS)
The CCG held consultation events around the county regarding urgent health care
provision and the running of the Minor Injuries Unit was put out to tender. It has been
announced that Northern Doctors have the contract to run the Market Harborough
Minor Injuries Unit during out-of-hours: the Medical Centre will continue to run it
during working hours. Northern Doctors also have the contract for Oadby & Wigston
Walk In Centre. The transfer of staff to Northern Doctors for out-of-hours time is still
being worked out as well as practicalities such as uniform .
There is also confusion around patients from other practices attending MIU : under
the new contract they can be seen at MIU during working hours for injuries but if they
have a minor illness they need to attend their own GP Surgery: it is hoped that
literature will be produced and publicity to educate people where to attend.
12.
Out of Area Patients Registrations
Document in meeting pack: The Medical Centre & Bosworth Surgery have signed up
for the Patient Choice Scheme: Currently the surgeries do have registered patients
who have moved away from the area but have complex health needs and who trust
their GP and want to keep them: this has been at the discretion of the Partners and
with the agreement that home visits will not be provided. This has now been properly
formalised with the Patient Choice Scheme.
13.
Husbands Bosworth Progress
Brian advised there has been a planning application for 41 new houses in Husbands
Bosworth and the developer is indicating provision of a new GP Surgery for the
village within the development : this is on the Husbands Bosworth website. Julie
advised she has not heard of this development but the current surgery is not fit for
purpose : it is too small and not fit for modern day health services.
12.
Any Other Business:
Alec: the 2014/15 PPG Annual Report circulated, this has been created by the
Medical Centre and is done to meet the requirements of the PPG Designated
Enhanced Services Agreement (DES). Alec agreed the report is an accurate record
of the progress that has happened within the PPG during the last year. The report
needs to be approved by the PPG before being submitted to NHS England and
displayed on the Medical Centre & Bosworth Surgery websites.
The members present approved the report
At the last Patient Only meeting Kevin Blanks from the Alliance Partnership attended
: Alec has agreed to represent the PPG on their board. Alec will feedback progress.
Next PPG Chairs Network Meeting is on 26th March 2014 : Alec will attend and report
back.
The latest NAPP e-bulletin informs that PPG Awareness Week is from 1st to 6th June
: this will be addressed at the next Patient Only Meeting.
Brian asked when there will be a further update re Minor Injuries Unit, he is interested
in putting this in the Husbands Bosworth Village magazine. Julie advised that
communications are via the CCG and there should be a press release.
Discussion re PURDA period: public bodies are not able to give
information/advertise anything that might be considered political in the run up to a
general election.
Michael queried consent for nomination of PPG positions : the existing post holders
are happy to stand again.
The members present approved the report.
Next Meeting: 24th March 2015: AGM at St Dionysius Community Hall
21st April 2015: Joint Meeting at Market Harborough District Hospital