Rushall Medical Centre. Patient Participation Group Meeting. Notes of meeting held on 18 May 2016

Size: px

Start display at page:

Download "Rushall Medical Centre. Patient Participation Group Meeting. Notes of meeting held on 18 May 2016"

Daniel Tyler
6 years ago
Views:

Rushall Medical Centre 107 Lichfield Road Rushall, Walsall WS4 1HB Telephone: 01922 622212 Fax: 01922 637015 Pelsall Village Centre High Street Pelsall, Walsall WS3 4LX Telephone: 01922 622212 Fax:

1 Rushall Medical Centre 107 Lichfield Road Rushall, Walsall WS4 1HB Telephone: Fax: Pelsall Village Centre High Street Pelsall, Walsall WS3 4LX Telephone: Fax: Rushall Medical Centre Participation Group Meeting Notes of meeting held on 18 May 2016 Present Dr Bligh Dr Sandilands Dr Imtyaz Dr Hundal Barat Patel Vicky Arbenz Senior Pharmacist Practitioner Practice Manager TH VH AH MM MH HB TD GS NB MS BT GT 1. Welcome Dr Sandiland opened the meeting and welcomed everyone.to our first face to face PPG meeting in recent times. The practice has been operating a virtual PPG meeting in recent years and this will continue alongside these meetings. As a practice we feel there are many advantages for patients and the practice in speaking directly to each other and involving patients in our decision making process for the benefit of us all. 2. Role of the PPG and its aims The aim of the group is to consult with patients and to gain their views on how the practice operates from a patient s perspective, which may be different to each to patient group. Understand patient s views, and improving health, are at the heart of everything we aim to do. Influencing the practice or the wider NHS services to improve commissioning which will benefit the community. Reviewing the practice performance on access and suggestions on how this could be improved. What practical ways the practice can improve it s overall service. Actively engaging with surveys and providing an understanding of the level of service we provide to external bodies, CQC, NHS England for example.

2 Informing the practice when we do things well, so we can learn from good practice. 3. Practice Team Rushall Medical centre is a large practice with a patient population of over 14,000 patients operating from two site Rushall Medical Centre and Pellsall Health Centre. Doctors Dr Bligh Senior (F) Dr S Sandilands (F) Dr S Owen (F) Dr S Imtyaz (F) Dr K Hundal (M) Dr N Devi (F) Dr Nasser (F) Dr Ohri (M) Triage Bharat Patel Pharmacist practitioner Sarah Jinks Nurse practitioner Practice Manager Deborah Bradley Vicky Arbenz Practice Nurses Julie Hoggins Beth Morton Tracy Panting Pat Steward Amy Etherington Toni Unsworth Lisha Harris Health Care Assistants Siobhan Westwood Emma Darby Catherine Moylan Tracey Lewis Kerry Thomas Kelly Smith Receptionists Helen L, Tammy, Kerry, Chloe, Helen P, Cara, Moira, Caroline, Amy, Dawn Michelle, Sara, Jess. Administration Nikki, Debbie, Karolyn, Sara. 4. Speaker Bharat Patel - Pharmacist Practitioner Pharmacist Practitioner The practice has employed a dedicated Pharmacist Practitioner to the clinical team. Barat Patel is not linked to a chemist, he is a member of the practice clinical team, and has extensive knowledge to support patients with medication queries and triaging appointments. We have listened to the issues raised by patients and have implemented a new initiative to improve the level of service to our patients which is proving very popular and improving patient access. Don t be surprised if when you request an appointment that you are allocated a call / appointment with the pharmacist practitioner the purpose of the triage service is that you are accessing the right clinician or service that best supports your needs. This then improves the access to GP appointments when you need them most. Electronic Prescribing The practice now operates an electronic prescription service which benefits, patients, the practice and the NHS in general both in saving time and money.

3 You do not need to have a computer to have your prescriptions sent electronically, the electronic elements works between the practice and the pharmacy. Benefits If you have a repeat prescription you will not have to visit the practice to pick up your paper prescription. Instead, we will automatically send your prescription directly to the pharmacy you have selected saving you and the GP time. The prescription is an electronic message so there is no paper prescription to lose. You will have more choice about where to get your medicines from because they can be collected from a pharmacy near to where you live, work or shop. If the prescription needs to be cancelled we can electronically cancel and issue a new prescription without you having to return to the practice saving you extra trips. You may not have to wait as long at the pharmacy as your repeat prescriptions can be made ready before you arrive. You will still request your prescription in the normal way either online, or dropping your repeat prescription in the box at reception or via your pharmacy. In order to access the service all you need to do is ask your pharmacy to nominate them as your pharmacy. Once recorded on their system it will update your medical records at the surgery. Alternatively speak with a member of the reception team for more information. Pharmacy First Pharmacy First is a scheme for managing minor illness. The scheme aims to speed up access to health services for people with minor ailments. The scheme covers:- - Headaches - hay fever - Sore throats - dry skin / simple eczema - Temperature - indigestion - Earache - constipation - Cough - vaginal thrush - Diarrhoea - nappy rash - Cold and flu - bites and stings - Sun burn - mouth ulcers - Cold sores If you are exempt from paying for prescriptions you receive from your GP you will be exempt from paying for your medication under this scheme. To access the service collect your pharmacy first booklet from the GP surgery or participating chemists. 5. Practice Survey January surveys sent out 115 surveys returned 39% completion rate

4 The survey is sent out twice a year in January and July by Ipsos MORI an independent survey agency who administers the survey on behalf of NHS England. The survey includes questions about a range of issues and continues to provide a means for patients to feedback their experiences and preferences in respect of the care and services provided by their GP practice. What the practice does well 84% felt it was easy to get through to the surgery by phone. 96% say the last nurse they saw or spoke to was good at explaining tests and treatments. 85% were able to get an appointment to see or speak with someone the last time they tried.. What the practice could improve 63% wait 15 minutes or less after their appointment time to be seen. 89% say there last appointment they got was convenient. 71% describe their experience of making an appointment good. 6. Chairman Nominations were requested for the post of chairman. No nominations were received for the post, although vacancy remains open. Any interested party can speak with Vicky Arbenz should they be interested in the future. Those present indicated that they were happy to continue to attend the meetings. The meetings will continue to run and be chaired by the practice until a chairman is recruited. Future meetings It is planned that all meetings would include a speaker, suggestions are welcomed from the members on the topic they would be interested in. The meeting day and time will be varied in future to include daytime, evening meetings to allow access to all. Future meeting dates :- Thursday 21 July pm Wednesday 28 September pm Thursday 24 November pm 7. Questions and answers Telephone Access comments were received regarding the access via the telephone which left patients waiting a long time for their call to be answered. The practice accepted that improvements could be made to the telephone system and have already taken steps to implement a new telephone system which will provide a greater understanding of the calls received. We can then evaluate the number of calls coming through and being lost and our overall performance which will assist in improved

5 planning. The PPG members will be involved and their views sort regarding the new system Practice Information - Request was made for information to be displayed on the practice, list size and other demographic information of the practice. A dedicated PPG display board will be made available for this information in the patient waiting area. Did not attend DNA high level of DNA rates for the practice. patients wanted to understand the reasons for the high level of missed appointments. Previous analysis has indicated the reasons are numerous and varied and are mainly random missed appointments. s in the main do not intentionally miss their appointment but have simply forgotten due to other factors affecting their lives at the current time, this could be due to illness, on set of dementia, mental illness, for example or life in general. Many of the appointments that are missed are those booked in advance, although there are also. Not all appointments booked are at the request of the patient a number of appointments are because the practice needs patient to be seen. When the patient feel fit and well despite having a long term condition they may not see the relevance. This is something we can continue to review with the group and feedback further information and analysis. 8. Date of next meeting Thursday 21 July 2016

Community Pharmacy: local healthcare. Gill Hall Service Development Office South Staffs LPC

Community Pharmacy: local healthcare Gill Hall Service Development Office South Staffs LPC Pharmacy and the NHS Pharmacies are independent contractors Each pharmacy enters into a contract with the NHS