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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