Kirkley Mill Health Centre Economy Road LOWESTOFT Suffolk NR33 0HH 01502 532599 gmoore2@nhs.net michellehunt1@nhs.net MINUTES OF PATIENT PARTICIPATION GROUP MEETING HELD AT KIRKLEY MILL HEALTH CENTRE (KMHC) DATED 4 th September Present Michelle Hunt Christine Mackenzie Jill Brough Rosemary Eastwood Peter Holden Michael Hill Lez Pickford David Ferris Luke Eaton June Lambert Julie Lambert David Ferris Christine Smith Assistant Manager ( Chair ) Receptionist (Sec) MH CM JB RE PH MH LP LE JunL JulL CS Apologies Dr Bart De Ligt Barbara Songer Clive Hawkes Mike Wibberley John Taylor Bill Allen Peter Rushden Jill Dines Derek Frost Eileen Frost Faith Hammond Penelope Hackett Norman Best Pamela Best General Practitioner BdL BS CH MW JT BA PR JD EF FH PH NB PB

ITEM DISCUSSION ACTION 1. Welcome and apologies LP would like to thank everyone for attending. Everyone attended introduced themselves. JB introduced Jane and Georgina, Bob and Two dogs. Here to talk about the problems they have had with their toilets and other areas. MH I will pass concerns over to people who are in charge of new building. It is good as a practice to know how to help. Jane- introduces herself, did notice there were no signs up at all. I did know of an incident where a blind person attended the surgery but nearly went away as there were no signs. Dial help with training for helping support blind people. Very difficult as in total darkness Could you be more precise about how he nearly went away? Jane someone came and met him and took him to where he wanted to go as there were no signs MH this is very interesting. Will look in to it as new building will have a jx board so blind people would not know when they our being called. LP any thoughts of training in place? MH will look in to it. Will be a bit hard as we cannot control what cue patients will go to.. PH could we help by volunteering help guide patient at beginning of the move. MH very good idea. We our thinking of having a member of staff floating around reception at beginning of move just to help direct patients. NIB helped at the James Paget Hospital and our very reassuring. Would there be any certificates to say basic training complete. Jane Not sure but is going to look into it and get back to you Georgina introduces herself. Started physiotherapy which said economy roads but there were no signs. Also found once in new building found that the toilet roll was quite far away from the toilet as well as the bin being over the other side of the room to the sink, rooms where also very small. Lighting in new building was very good. New building MH- Not much more news on the building. New plans looking really good. The move should be in October. MH Gp will be on site all day other than when they have to go out for home visit. LP receptions open over new building. MH yes everyone is trained and can all work on their own. LP anymore on the landscaping as bins our still over flowing. MH there are still some niggling problems the right people are aware of the

situation involving the bins. PH who is in charge overall. MH Shaun Perry. any chance of him coming over and talking to us. MH will put the question across to him. LP any news on post office and our meetings always going to be here. MH has been mentioned but just wanting to get everyone moved in and settled before making that decision, with regards to meetings always here not sure there our rooms in new building that can be booked. EPS- Electronic prescribing, will be up and running on the 17 th November. Patient do not have to sign up to it if they done want to, how it works is patient nominates a pharmacy. The pharmacy would then request the medication through computer which will go straight to GP then GP okay the prescription and is sent back electronically to the pharmacy. The only thing it will not work with is controlled medication. All local chemist our signed up for this. It is not an add on for the new it system it is a separate. Staffing changes MH- Claire has now left, not planning on replacing her as had noticed that we are not needing so many bodies. Doctors Dr de Ligt who is on annual leave for 3 months. Dr Popa and Dr Battye. When booking locums we our trying to book them up to a 6month contract, that way patient can follow up with Gp and Gp can follow up with patient. LP- biggest complaint is cannot see same Gp. - Is locum year contract fixed terms? MH- no there not. LP- pieces in the EDP regarding the whole of Norfolk and Suffolk 88% of patients our satisfied. MH We can book appointment within 2 weeks. Also have advice calls in the evening. Has helped extremely with the phones being less busy. LP 50million extra for opening 7 days a week anything to look into. MH no, we have found people are not attending Saturday appointments so may look into opening an evening surgery instead. Need to look and the facts and figures. Flu Jabs We our waiting on vaccines to be delivered. Once delivered we can sort out getting some clinic s on and start booking patients. There will be posters and sign up with regarding days clinic s our on, also may be sending out txt message to people with mobiles informing them. 4. Complaints MH advised that there has been 4 formal complaints over the past two months. All 4 were upheld. Complaint 1 was a reaction to a prescribed medication which the hospital had authorised; patient became very unwell and ended up in hospital. This complaint was addressed to NHS England and is on-going. Complaint 2 was a prescribing error and the wrong medication was issued. The medication was correct but was prescribed in the wrong form. The new computer system had set a new default on this medication. Training on the new system now fully completed to avoid similar reoccurrence. Complaint 3 Patient did not think that a locum GP called them back for a telephone consultation. MH contacted APR to ensure the call was made, complaint now closed. Complaint 4;Quality care manager at ECCH complained on behalf of a patient as they were unable to get an urgent appointment with the surgery on several occasions. Patient was not given an urgent appointment as it was not an urgent case. Nurse practitioner assessed patient as non urgent and gave them an appointment two days later. Patient unhappy with assessment and attended

hospital. Patient unhappy that surgery was unable to prescribe medication, though it was later discovered the patient had been advised to buy over the counter. 5. Questionnaire JB- I have sent email to GM regarding questions. LP we need to sort out questions for questionnaire then we can go from there. JB questions are okay just need to change the wording and goes through questions. MH will follow up email from Matt regarding what questions our going to be used. - we need to be targeting particular times for us as members to go in pairs and ask the questions to patients. It is very rewarding, patient felt good to be spoken to by an independent group. We need to find out who is willing to participate and arrange some times. 6. HealthEast PPG Forum 7. AOB Next meeting 13 th October. CM and RE happy to go if no one else wanted to. LP we need to find out who still wants to be a member. If miss two meetings then a email should be sent to see if still want to be part of this group. JB GM had sent an email out to everyone regarding still wanting to be a member. MH everything is going in the right direction, is feeling extremely positive and cannot wait for the move. GB when is the official opening. MH 15 th October. They our being very specific with who they our inviting as is invitation only 8. DONM Meeting every two months. JB meeting should be on a fixed day. Everyone agrees meeting to be first Thursday every other month. Next meeting 6 th November Gemma Moore Deputy Practice Manager Distribution: All s External: Julie Styles Websites (NHS Choices and Kirkley Mill) Annex A: Comments from the PPG Survey 2013/14