Download PPG_MEETING_11th_July_2013

BURNHAM HEALTH CENTRE
PPG MEETING HELD ON THURSDAY
Thursday 11th July 2013
PRESENT
Catherine Scofield – HR Manager
Kim Allen – minute taker
PPG Members
In attendance:
Mr M Dilley
Ms Ann Fincham
Ms Esther Rice
Ms Margaret Young
Ms Jo Saunders
Mr Karl Lawrence
Mr Bernard Egan
Ms Jackie Slater
Ms Jo Webb
Mr Peter Webb
Catherine opened the meeting by thanking all the members present and started
the meeting by raising the issues highlighted by patients who had completed the
patient questionnaire form and matters arising from our last PPG meeting, as
follows:
Telephone system
The telephone line has been improved with extra staff recruited to man the
phones and more GPs on shift at busy times especially over the summer
holidays, Christmas etc.,
Mr Dilley expressed his experience of the new telephones service as much
improved and the group agreed.
However, the group still felt the appointment line - 0844 telephone number was
too expensive to call from and was there an alternative telephone number.
Catherine gave the group an alternative telephone number.
1
The group also felt getting through on the telephone was still time consuming
only to be told by the operator that all appointments had gone and to call back.
Catherine told the group that Dr Jamil had been in discussion regarding how we
could reduce the time wasting that the patients are experiencing and as
previously announced we now have more staff joining the telephone and
reception team.
The improvements should be more noticeable by the next PPG meeting.
Catherine explained we have 300 GP appointments and 200 nurse
appointments daily. The phone calls coming in on the first hour of opening was
approximately 150 calls daily and even higher in the afternoon.
Esther Rice asked how many GPs we had – there are 5 full time GPs, 3 GPs
that do between 6-7 sessions per week. We will be also getting 3 more
registrars who will be staying with us for a year, as well as 2 lady GPs (non
partners).
Extended hours and did not attend patients
Catherine also discussed the DNA (did not attend) figures for the extended
hours, explaining the majority of the DNAs where from pre-booked
appointments more than 7 days in advance.
The figures were 660 appointments bookable and 50 did not attend.
The group felt that these patients should be told of their poor attendance.
Catherine explained that after 3 DNAs these patients are not able to pre-book
an appointment.
Seeing the same GP issues
The group also felt that seeing the same GP for follow up appointments was
often impossible and frustrating. How could we improve this?
Catherine explained we are in the process of changing the appointment system
so that more telephone consultations were available which would free up GPs
to do more appointments that needed follow up. There will also be more pre
bookable appointments. This will improve continuity with the same GP on long
term illness that need monitoring. We are encouraging GPs to book their own
follow up appointments before the patient leaves the consulting room.
2
Nurses appointments
The group were concerned about the shortage of nurse’s appointments.
Catherine agreed and explained there is a shortage of nurses across the
country. Burnham Health Centre is always actively seeking to recruit more
nurses.
In fact we have recently taken on a highly experienced A & E Nurse who is
currently being trained in the ‘practice nursing’ areas.
Hospital correspondence
The group spoke of their frustrations with getting hospital paperwork back to the
GP in time to discuss their conditions. It was explained that we are constantly
chasing for paperwork and that the hospital quite often have a long turnover
with paperwork. It was recommended by Catherine that when seen at the
hospital, request a copy of any letters or investigations to go to your GP.
Parking issues
Also, discussed was the parking issue - currently an on going problem with
parents from the school opposite parking in the surgeries car park. Making it
difficult for patients to park. With this in mind, Catherine asked the Head
Mistress of St Peters School to announce to all parents that this is a car park for
patients who are visiting with various levels of health issues.
Catherine also explained we had a 5 years transport plan and could not change
the overall design of the car park for some time.
Catherine was informed by the group that disabled patients were finding the
parking difficult. To get out of car (with the design of the disabled parking
spaces) patients where finding it difficult to manoeuvre out of their vehicle and
also to drive out of the car park. It was suggested that we widen the road going
into the space. Catherine will look into the possibility of changes that could be
made. Catherine did inform the group that bike parking had been moved due to
people driving onto the pathway leading into the surgery causing major hazards
for the safety of patients.
Toilet facilities
Catherine also explained that the toilet doors now required a code to unlock the
door. This can be obtained from front reception desk.
This sadly was
necessary due to the constant vandalism of the toilets.
3
Nurse reception
Mr Dilley and the group agreed that the nursing station was under manned a lot
of the time, causing queues. Catherine understood this was an issue and
reiterated that we now have the ‘sign in screen’ (located right of main entrance)
which can be used if you have booked an appointment to ‘arrive you’, you can
then take a seat, avoiding queuing up.
Improvement deadline
Catherine announced all appointments and changes that could be improved
upon with patient services were taking place and the surgery was working
towards a deadline of 2nd September 2013.
So all feedback from the group will be discussed.
Surgery music
The group also felt the loud music throughout the surgery was not necessary.
Catherine explained this had not been an issue overall but that we would
consider turning the volume down. The music was important in the surgery as
many patients are sitting outside doctors rooms and consultations with other
patients could be over heard. The music was introduced to keep patients
confidentiality.
Online scripts
Online scripts – the group asked if we could have remarks from the surgery
explaining why certain drugs were not on repeat prescription. This would help
the patient understand why they were not able to have medication on repeat
and indicating if they needed an appointment with a GP?
NHS workers and summary care records
Concern was raised over who will have access to the patient summary care
records?
It was explained that all NHS workers are issued with smart cards and each
worker has limited access based on the job role they are responsible for. Only
staff that need full access i.e. clinicians will be given these rights. They are all
bound by confidentiality guidelines.
For example we deal with a lot of insurance companies requesting patient
information. Please be assured we will only be given information that has been
requested by you and no other information will be divulged.
The SCR (summary care records) – holds limited information on patients, for
instance allergies etc.,
4
Extended hours
It has been suggested by the group we make these dates more available to
patients. So, we will be handing out information with the times and dates
available as patients visit the surgery.
Plan
Look into changing the practice to a 01628 number that offers the same
facilities as the 0844.
Add an announcement message that can be switched on once the
appointments for that session are fully booked.
Change the Extended Hours Appointments, releasing them only 7 days in
advance and monitor the DNA (Did Not Attend) numbers.
Enquire about receiving hospital letters electronically to speed up the time it
takes for the surgery to receive them.
Ask the doctors and prescribing team to inform patients if an item is rejected or
can’t be issued when ordering via the website.
SCR – Summary Care Records, put information on the website for patients and
include an opt out form.
Look into advertising what dates the extended hours are on and the times so
patients know they are available.
Overall improvements have been made or taken to the partners as issues
raised since our last meeting.
We will hand out questionnaires to the group and in the surgery in order to
monitor patient service in October 2013.
Thank you to the group for all your continued commitment to ensuring that
communications between us are continued.
I look forward to seeing you all at our next meeting in 2014.
Catherine Scofield
HR MANAGER
For & on behalf of Burnham Health Centre
5