Bluebell Lane Medical Practice (BLMP) Minutes of the PPG Meeting Wednesday, August 15, 2018 Upstairs Meeting Room, The Blue Bell Centre

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1 Bluebell Lane Medical Practice (BLMP) Minutes of the PPG Meeting Wednesday, August 15, 2018 Upstairs Meeting Room, The Blue Bell Centre Present: Jennifer Turner Kelly Hickey Tara Campbell Gemma Ray Apologies: Suzanne Beckett Practice Manager Practice Administrator Senior Administrator Group Communications Practice Administrator (EE) (LD) (PD) (BB) (IG) (JM) (DL) (SL) (PC) (LC) (CJ) (JT) (KH) (TC) (GR) (SN) (SB) Welcome and Introduction GR and JT introduced themselves to the group for those who were not present at the last meeting in July. GR printed latest copy of newsletters and some patients noted that they had not received an electronic copy. Action: GR to liaise with Paula Panter in performance team and check MJog messaging worked for newsletter distribution. Feedback from PPG KH and TC also introduced themselves as the new administration team within the practice. Compliments about the staff were noted with PPG members expressing an improvement in service and care from staff. BB explained a friend had complained to her about a reception staff member and was encouraged to get her friend to speak direct to JT as were unsure whether this was recent or historical. EE was not at last meeting in July and expressed concern that previous PPG members were not present, but historically had been very active. GR requested EE forward any previous minutes or s to try and identify those members. JT to look through archives to try find member names.

2 Action: EE to forward any old PPG correspondence. JT to search through BLMP archives for contact details. Terms of Reference Some PPG members had not seen terms of reference. Some had, and had a copy but nobody had been asked to sign and send back. All new PPG members at last meeting were sent Terms of Reference. DL and SL address was incorrect but they received terms of reference and minutes of last meeting on 09/08/18. Action: JT and GR to post terms of reference to all PPG members to sign and either drop back into surgery or bring to next meeting. New Patients BB asked if we were closed to new patients and JT confirmed we are taking on new patients. JT also clarified that students who move away and register with another GP do have to re-register on returning to the area and registering with BLMP. Action: GR to make sure that new patients welcome is reflected in next newsletter again. ECG Appointments CJ asked if ECGs are done here at BLMP. JT confirmed that yes, they are completed in this same building, but it is a separate clinic from GP surgery and ECG requests still need a GP referral and can t necessarily be done on the same day. Designated Doctor Letter It was noted that at the last meeting, a letter to patients outlining a designated doctor has not been actioned. Action: GR to follow up with operations director, Erika Campbell and feed back to PPG. PPG asked if patients could request their doctor. GR and JT suspected that this would be an enormous task and would just be allocated by computer. PD remarked that the latest National GP Patient Survey, BLMP scored lowest on the question Respondents usually get to see or speak to their preferred GP when they would like to. And said this would never be solved if you have a named doctor but can t book in advance for a non-urgent appointments.

3 All PPG commented on the different messages they d been told over the course of the last year about booking a routine appointment. Action: JT and GR to ask if patients are able to change their designated doctor once they have been assigned a GP. GR to work on comms to patients about booking appointments and will be changing the appointment section wording on the website. Patient Access Please see action planning points below. In addition to action points, JM mentioned that her father accesses his online records and prescriptions through Evergreen and not Patient Access. He is a patient here at BLMP. Action: JT to investigate. Minutes of the last meeting The minutes from the previous meeting on 11/07/18 were reviewed. All actions from 11/07/18 have been completed or are in progress. The minutes were agreed to be true and correct. Action: GR to add minutes from 11/07/18 to BLMP website on PPG section and block out patient names. Action Planning Action Planning: An action plan was drafted ahead of a PPG meeting that was cancelled in late GR took PPG through points on the draft action plan. In addition to the points in progress on the action plan, the PPG discussed: Patient Access Workshops With the recent changes to Patient Access, the PPG decided that workshops would be helpful to patients. Organise and promote 3 separate workshops to help patients get to grips with Patient Access: - One for those not tech savvy or who do not trust the system and want to learn how to use it - One about prescriptions and the rules around ordering repeats - One about booking appointments, types of appointments Action: GR and JT to work with Patient Access team and explore possibilities of them providing workshops. If not, we will explore hosting them ourselves and promoting in advance.

4 FFT/GPPS We talked through the latest GPPS limited data and also the Friends and Family Test. JM suggested that we should publicise FFT results and feedback to patients. A You said/we did approach. PD suggested a FFT box by the green exit button on the way out. JT and GR explained that any changes to the building have to be discussed and approved by the landlords. PPG also discussed possibility of having touch pad/tablet for FFT feedback. IG asked if we could liaise with top 10 GP surgeries in Merseyside as per the GPPS and ideas share with their PPG? Action: GR to liaise with Sophie Snow from Maassarani Group who looks after FFT for all practices. Will start to publicise results and also comments/actions completed from FFT feedback. JT to request changes to landlord. GR to discuss touch pads with managing partners. GR to make contact with top 10 GPPS surgery PPGs for ideas share. Social Prescription GR explained about Care Merseyside - the social prescribing pilot in Kirkby and informed PPG that all patients across Maassarani Group of General Practice may start to be referred to Care Merseyside using specialist social prescribing software Elemental. Action: GR to circulate Care Merseyside timetable when complete for September. GR to include Care Merseyside in next newsletter. DNA notices The PPG expressed an interest in displaying the latest DNA stats to shock patients into understanding the need to keep their appointment. IG suggested putting a monetary value on these too. Action: GR to create new process with BLMP where on 1 st of the month, the previous month s DNA stats are added to a poster to be displayed by the reception area. Surgery Display Difficulties

5 The PPG and staff ventured into the reception/waiting area as a group to assess the flow and feel of the space, plus audit the display space. It was noted by all that the wall space for BLMP is limited and not in front of the seating area of patients. The seating area is used by all surgeries and is difficult to segregate. It is also difficult for BLMP to display surgery specific info in this area. The only wall display space is to the right of the reception area. Suggested solutions: - Remove leaflet display cases and replace with large noticeboard - Put signage up to direct people to check in using the touch screen - Explore possibility of making the current faded line by reception brighter, and encourage the flow of patients to queue to the right of the desk by the touch display and potential new noticeboard. This would be more private for patients at the desk, and also put patients in front of the noticeboards where surgery specific information is displayed - Remove posters and signs on the glass and keep it clear so that reception team can always be seen - Remove posters that are staff-specific but patient facing on the back wall and replace with patient messaging - Add photos of staff and their job titles to the window to the right of check in terminal - Get updated plaque with Dr Maassarani and Dr Kenny s names added to the list. Unfortunately no additional space available at present to add to this - More signage directing people to hand sanitser Action: GR and JT to discuss above points with management team and present a request to landlords of the building. Human Interaction in Waiting Room PPG said they used to sit in waiting room and chat to patients. Keen to bring this back. Have suggested that any comments, complaints or compliments are directed back to JT straight away and will be logged. JT and GR also suggested that JT and admin staff would like to start doing this too to increase feel of a more personal service. If we are able to use ipads/tablets for Friends and Family survey, we could sit with patients and hand over the tablets for them to complete. Action: PPG members to chat to other patients about PPG and feedback when in surgery.

6 Waiting Times PPG asked if there was a possibility to be informed if surgeries are running behind and there is a wait. Just so you know, Dr X is running a little behind and there are 3 people ahead of you. PPG felt that this would respect patient time and they would be prepared for the wait. Action: JT to discuss with staff and roll out asap. AOB Date and time of next meeting N/A All points covered during intros and action planning. The next meeting is an action planning session for the PPG. Date: Wednesday November 7 Time: 5:30 7:00pm Location: Upstairs meeting room at BLMC

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