Download Minutes of patient forum 28.3.13

Hilltop Medical Practice
Dr. N Ghosh-Chowdhury
Hillside Primary Care Centre
150 Hilltop Avenue
London NW10 8RY
Tel: 020 3188 7250 Fax: 020 8963 1349
Patient Participation Group
Thursday 28th March 2pm-3pm
Patient present at meeting:
Mr Albert Robinson (Chair)
Mr Albert Carty
Mr Daniel Cassey
Mr Bidwell Moses
Mrs Maureen Conmway
Mrs Veroline Buckley
Staff:
Dr Neeta Ghosh-Chowdhury
Alpna Chavda (Practice Manager)
Ms Vanita Patel
Dr Neeta Ghosh- Chowdhury started the discussion, welcomed all patients.
Previous meetings discussion sheets were circulated.
Local Practice Survey January – 2012



87% of all patient ratings about this practice were good, very good or
excellent.
89% of all patient ratings said about last time you saw your doctor how
good was the GP at treating you with care and concern.
90% of all patient ratings said it was convenient to make an
appointment with GP of your Choice.
On discussion was the outcome of front reception draught problem. Since the
last PPG meeting refurbishment of the front reception has been completed.
Additional features include a security glass shield on reception desk. This
provides staff with a better protection against violent patients. PPG members
commented on how good and professional it looked. Patients did not find this
off putting. As the reception has been re-located, this will reduce draft
problem too. Installation of a heater from the ceiling is still outstanding.
Mr Thomas Mitchell on had previously mentioned outside reception before the
main entrance, near the slope it gets very slippery during snowy season which
causes (hazard)-for patients as well as passersby. The estates department
were informed following on from last PPG meeting and Hyde Housing/Council
had provided additional gritting facilities and hence the slope and pathways
were not as slippery as last winter.
The practice has invested in a touch screen facility for patients. Patients will
be able to arrive themselves in for their appointments. This will free up the
receptionist and also avoid patients from unnecessary waiting in reception
area. The installation will take place during April. Date yet to be confirmed.
The practice has invested upgrading the IT computer software to EMIS WEB
and Docman. This will enhance patients with better facilities e.g. book
appointments on-line, to order repeat prescriptions on-line etc.
TV channel at front reception is fitted, apologies for any inconvenience while
out of order in the last few weeks. Once it’s up and running, all the health
promotion information will be shown
Dr Neeta Ghosh- Chowdhury discussed the possible future plans of running
specialist clinics for asthma and diabetic patients on a Friday morning.
Dr Neeta Ghosh- Chowdhury discussed briefly regarding change to PCT
which will be known as CCG (Clinical Commissioning Group) and how it will
be managed. Service redesign by GP/hospitals eg surgery, referrals,
medications, will put load on GPs. Some GPs cannot meet patients requests
for prescribing certain drugs, which can be bought over the counter, such as
paracetemol, tooth paste etc ,also certain antibiotics are too expensive and
are monitored, in most cases generic medications are the only options.
Emollients are restricted, only given to patients with severe skin problems and
are diagnosed with skin condition.
Dr Neeta Ghosh-Chowdury discussed NHS Direct has now been replaced by
NHS 111. Also in discussion was the closure of A&E Department at Central
Middlesex Hospital and replaced by Urgent Care Centre. The nearest A&E is
at Northwick Park Hospital.
PPG member commented from his recent experience, waiting time for
appointment was 1 week, which he felt was too long as he needed to be seen
within 2 days. Dr Neeta Ghosh-Chowduhry and Practice Manager explained
the difference between same day/ urgent appointments and routine
appointments. Patients are able to book an urgent /same day appointment by
telephoning the surgery at 9.00am and by informing the receptionist that it’s
for a same day appointment. These appointments are limited and are given
out to patients on first come first serve basis. If all appointments have been
used then patients are offered the option to go to Local GP Access Centre in
Wembley, where they will be seen and treated by a clinician. The same day
appointments are for urgent matters only and that can not wait till the next
day, however, patients can misuse these appointments.
Websites: Pt informed of our websites, which is in operation to use, how to
use and where to go (www.thehilltopmedicalpractice.co.uk) or NHS Choices,
various clinic information and health promotion details included on the
website. Patients can feel free to leave feedbacks, which are checked
regularly in order to improve where necessary.
Some of the Feedback from practice patients:Great doctor. Great Surgery. I have great faith in the National Health Service.
Comments about how the doctor/nurse could improve
No complaints about the doctor. Highly recommended.
My doctor should keep up the hard work; they are very good to me as a
patient.
Patients should be given the chance to see their personal doctor and not the
one that is available.
In addition action plan was agreed for the forth coming year 2013-2014.
Action Plan agreed by PRG for
2013-2014
Priority for
action
To reduce
DNA rate
Proposed changes
1. To publish and
educate patient
awareness of
cancelling
appointments they
no longer require.
2. Possibly through
Life Channel
provide scene
scenario
3. Set up a second
MJOG reminder
message to patients
to either attend their
appointment or call
surgery and cancel
Who needs
to be
involved
Dr Neeta
GhoshChowdhury
Alpna
Chavda
What is an
achievable time
frame
3 months
Local
Chemist
telephone
issues
Very cold
waiting
patient area
Issues with
patients
coughing and
sneezing in
patient
waiting area
Patients
complained
of young
youths
loitering
outside the
main building.
Raised
concerns
about alcohol
use and
littering of
premises
appointment if not
required.
Concerns as the chemist
has only 1 fax/telephone
line. Both Practice staff
and patients and other
outside users unable to
get through on the
telephone number. This
means that at times
patients go to further away
chemists to get their
medication.
Install a heater in patient
waiting area.
To put up posters and
information for patients to
cover their mouths if they
are coughing /sneezing, to
prevent infection to others
1. Inform Estates
manager
2. To discuss plan of
action
3. Inform the care
takers of the
building to be more
vigilant
4. Update on CCTV in
the building
Dr Neeta
GhoshChowdhury
Alpna
Chavda
3 months
Alpna
Chavda
3 months
Alpna
Chavda
Dr Neeta
GhoshChowdhury