Patient Participation Group Meeting
Welcome and Introduction
Maureen Hawkins welcomed everyone to the meeting. The group was given an overview of their purpose. All members introduced themselves to each other and Maureen gave thanks to all for taking time to join in the participation group.
Maureen discussed patient group recruitment as the surgery would like to invite more patients to get involved and asked the group to encourage people to join.
As a group the results of the patient’s survey was looked at. The group were impressed with the outcome.
Following the survey, Saturday opening was discussed and agreed that the Saturday surgeries had not proved very successful in the past. The group agreed they were happy with the surgery opening hours and said that there were other organisations easy accessible within the area when the surgery is closed.
The group discussed the Did Not Attend (DNA) rate of the practice. This has always been a concern as there is a high volume of patients who do not attend, resulting in wasted time and appointments. It was stated that some organisations, such as dentists, charge patients who do not attend. Hospitals have strict policies and if you do not attend the consultant removes you from their list and you then have to return to GP to start the process over.
Recommendations for the practice:
- Text patients to remind of appointment
- DNA letters to be sent to patients who regularly DNA
- Display figures in waiting room of the amount of DNA’s aswell as thanking patients who cancel
Maureen informed the group that the practice has been looking for new premises over the years for the surgery to go to. Arthurs Hill Clinic was suggested by the group as they have space within.
The surgery now have a practice website but as yet has not been updated. Suggestions from the group to put on website were:
- Results of patient survey
- Minutes of Patient Participation Group Meetings
- Opening Hours
- Sessions when GP and Nurses are working
- Who is Who in the surgery – photos and names
The group will look at the website and feedback to practice if the information is appropriate, easy to read and relevant.
The group discussed having newsletters for the patients. Maureen asked the group to take away the first news letter and feedback any suggestions or ideas to put in the next one.
Patient Self logging System
There are often long queues at the reception desk when patients arrive and they have to wait to be signed in by the receptionists. The group says the surgery would benefit from a Self logging in system. This may not be suitable for every patient but the practice could run a dual system , patients to log in themselves or go to reception.
The reception area was discussed. As it is a very small area, patients feel they are standing over each other and there is not a lot of privacy. The group praised reception staff for handling this issue as best as they possibly can.
Mobile phones used in the surgery can be very distracting to others and the group feel that they should not be used in surgery unless necessary.
NHS Health Checks
The question was raised why did the surgery only offer the NHS health checks to under 74 years- Dr Munisamy explained that the health checks were there for prevention.
Shared Care Record
The group were informed about the process of the shared care record as when they go to different organisations, their records can be accessed.If they do not wish for this they have to complete an Opt out form to state they do not want their information to be shared.
The group were happy to attend further meetings and agreed that Maureen could contact them with the next date. It was also agreed that meeting dates would be put on the practice website.
Agreed Action Plan
- Add opening hours and GP working sessions in waiting room and practice leaflet
- Who Is Who – pictures and names of staff to be placed in the waiting room and website
- Enquire about Self Logging System
- Posters in waiting room regarding DNA’s
- Posters in waiting room regarding Mobile Phones