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THE TOLLGATE PRACTICE DR MARY BEST MBBS DRCOG DFFP DR KAMAL ABEYSUNDARA MBBS(COLUMBO) DCH DRCOG MRCGP The Tollgate Practice The Tollgate Health Centre 145 London Road Stanway COLCHESTER CO3 8NZ Telephone: 01206 574483 Fax: 01206 767558 MINUTES OF THE PATIENT PARTICIPATION GROUP MEETING ON THURSDAY 23rd MAY AT 6.30PM Attendees: Mrs Mandy Seaforth, (MS), Mrs Mel Woods (MW), Mrs Kathleen Heaps Frewer (KHF), Mr Ian Frewer (IF), Mr Keith Tucker (KT1), Mrs Rosemary James, (RJ), Mr Kevin Chase (KC), Mr Christopher Dowsett (CD), Mrs Alexandra Barakat (AB), Mr Joseph Mattack (JM), Mrs Audrey Salmon (AS), Mrs Hildegard Osman (HO), Mrs Karen Drake (KD), Mr John Gant (JG), Dr Anwaar Wahab (AW) and guests Mr Steve Burtrand and Mr Brian Procter from Witham Health Centre PPG. 1. Minutes of the last meeting - These were not discussed but were distributed. 2. Practice Manager up-date – MS explained that unfortunately Steph could not make the meeting but continued to read out a report written by her. Please find as attached. MS also welcomed Mr Brian Procter and Mr Steve Burtrand from The Witham Health Centre PPG who had attended to gain experience in forming their own PPG. 3. Reception up-date – MS introduced one of our newest GP’s, Dr Anwaar Wahab. Dr Wahab gave a short introduction talk about his training and job sharing with Dr Ayisha Sajid which enables them to offer an exceptional level of service for all Dr Kaukab’s previous patients. There then followed a short question and answer session. DNA’s – MS quoted what it cost us at the surgery when a patient does not attend their appointment. In short each patient who does not attend their appointment costs the surgery £100. General discussion followed regarding the possibility of charging for DNA’s, the provision of a messaging service either texting or answerphone before 8.30 am in the morning. It appears from the figures that it is generally women who do not attend more than men. AB asked if our population was female heavy? Again general discussion followed and it was agreed that a further breakdown in the DNA figures was needed in order to analyse and improve the attendance of appointments. MS will speak to SK to audit this in greater detail. Please also find attached information regarding DNA’s. SK/MS to action Accident and Emergency figures and costs – These were discussed. It costs the surgery every time a patient of ours attends A and E. The Group asked if patients were going to A and E because they can not get an appointment at the surgery. They suggested we put up a sign to advise patients to contact us first if unsure whether they should attend A and E. Questions were raised regarding the reasons that people attend A and E. Our guests from Witham advised the Group that to attend the walk in centre, it cost the surgery £75.00 per person and £250 for an ambulance. The Group asked if this subject could feature in the newsletter. MW to action Noticeboard – The Group were pleased with the noticeboard but KD asked if the text could be bolder and therefore easier to read with a larger PPG sign above the board. There was a request to move the chair in front of the board to enable easier access. MS to action Suggestion box with slips – KC kindly provided the suggestion box with slips and this is now in Reception. Colouring competition – Information regarding the competition will go on the noticeboard Pain clinic (see minutes) was not discussed at this time. (AY sent her apologies). Feedback from Systm1 demonstration – KT1 gave a resume of the demonstration in April of the possible new computer system that the surgery may invest in. As a patient he could not yet see the advantages of the system ie checking in. The group felt a self checking board was impersonal. MS explained we use the EMIS System but changing to Systm1 would enable us to get the patient notes quicker from their previous practice as a lot of other surgeries use systm1. The cost of the new system was raised and the query about how our summary care records would work within the new system? MS to action discuss with SK. 4. Secretarial up-date – Unfortunately KT2 could not attend meeting. MS read out a brief report from KT2. See attached Choose and book information. Choose and Book – AW discussed and reminded the Group about Choose and Book and that patients do have the ability to choose where they attend their hospital appointment following a referral by their GP. They are just to remind their GP of this service. 5. Any other Business – JG wanted to know why we were no longer having a phlebotomy service at the surgery? The group were very unhappy that we were no longer offering this service. They found going to the walk in centre too inconvenient having to wait a long time and finding it difficult to park. AW explained to the group that it was not down to the costs to the surgery but due tousing Roz in other areas where she is needed more, for example ECG’s and the fact that Roz’s list is very busy. AW to action, discuss with SK One of our guests suggested we get a TV screen rather than a notice board for reception. The group wanted to know what the latest developments were with the merger. MS said she would speak to SK as she was unable to give information. KT asked if all questions in the meeting could please be answered before the next meeting. SK to action RJ wanted to add, and the group agreed, how outstanding they thought we all are at this surgery. MW and MS thanked the quest speakers. The meeting finished at 8pm. The next meeting is on Wednesday September 25th at 1pm.