PATIENT PARTICIPATION GROUP MEETING 20 th August, 2018 Place: Crawford Street Surgery (CSS) Time: 6:30pm to 8pm PRESENT: From the practice Dr Ethie Kong EK GP Partner Crawford Street Surgery Krisztina Thaisz KT Practice manager Patient Members Stephen Chambers Talaat Said Peter Bell Juliet Simpkins John Fingleton Rosemary Forgan Jackie Ross Joseph Gordon Maurice Miller Apologies from SC TS PB JS JF RM JR JG MM Ann-Marie Johnson (AMJ), Gerard Loughran (GL), Ziaul Islam (ZI) Item Agenda Item Action 1. Welcome, Introductions Apologies EK welcomed everyone to the meeting.
2 Matters Arising Crawford Street Surgery - PPG members would like to extend their thanks to Dr. Saleem and to wish her good health. - Rates for photocopying: JF brought up the photocopying charges and expressed his disagreement on the charges. Discussion ensued. The practice informed that it follows guidance from British Medical Association. Members agreed that was the way forward. - Access to online services including records Patients need to register first to gain access to this service. They need to give a proof of identity to reception for security purposes. Then we proceed to register them. They are given a username and password and they need to go to the surgery website and register. - SystmOne This IT system is used by GPs and local services. Local services could share records. Consent is required and recorded for these services when we do referrals etc so that they can access GP records as well as share their records with the GP via the IT system. Patients can choose not to give consent. - Telephone system negotiation KT has not had time to look into this yet. - Number of text messages It has been noticed that patients receive a few SMS messages on their blood tests. Dr Kong explained some tests, e.g, Full blood count, urea and electrolytes, are processed every day by the hospital labs, and the results of such tests can come back on the same or next day. Other tests such as hormonal tests and Vitamin B or D tests, are processed in batches so they can take longer to be reported. Therefore, the doctors can notify the patients on their results on more than one occasion. For x-rays, the results are sent back to GPs after they have been looked at by the radiologist. Recruitment Admin: Patients have reported to KT that they have noticed an improvement in staffs attitudes: face-to-face at reception as well as on the phone. They requested this to be recorded in the minutes. The practice will continue with the training. Eli received quite a lot of positive feedback while improvement for other reception staff was less noticeable. We are still recruiting. Unfortunately, skilled and reliable staff is not as easy to find. Doctors: Recruitment for the salaried post has been completed. We had help from a patient representative. He was part of the interview panel. We thanked him for his time. Of the 4 interviews, we offered the position to him but he eventually declined, 1 was offered a job by another practice and 2 were unsuitable. Eventually, we managed to interview a 5 th doctor, who accepted the post. Necessary checks have been completed. The new doctor, Dr Emma Coore is an established GP from a practice in Pimlico. She is a Mental Health Lead at the CCG.
Elderly Care Crawford Street Surgery Dr Kong has been visiting elderly housebound patients and KT has been in touch with an Age UK representative. AMJ has been helping with ideas with health and care for older people. In the waiting room, a section has been allocated for posters and leaflets related to elderly care and support services and networks. Work is in progress to create a dedicated section for elderly on the practice s website.js offered to help with the Westminster Senior Citizens Forum. Newsletter The practice newsletter is to be published 4 times a year. There was feedback that the last one was somewhat lengthy and we will try to keep this to 4 pages in the future. JS offered to help with the newsletter in October. We have received help from another patient with the previous newsletter. EK and KT would draft a newsletter and send to both for comments. Input from other members is welcome. 3 Patient contact We had two serious incidents recently in the practice. 1. An angry patient who made unreasonable demands over several attendances and eventually the police had to be called. The police were called and the patient was removed from the practice list. 2. Another patient was noted to have spent too long in the toilet and receptionist attended to her. She was found with a cord around her neck and intoxicated with alcohol. The ambulance was called and the patient was taken to hospital. In both situations, staff coped very well with the situations and support with debriefing has been offered to them. 4 Waiting times Some patients noted that one of the doctors was usually running late. We would look at how to even out the workload of doctors and enable the right amount of appointment time is allocated to patients needs and conditions. Pharmacists attendance at PPG meetings JM stated that one of the local pharmacists was not aware of this PPG meeting. Members discussed the merits of pharmacists input and attendances. SC suggested putting pharmacists related agenda items at the beginning of the meeting. The suggestion was accepted. KT will invite the local pharmacists to future PPG meetings. Virtual PPG
Collection of email addresses of patients unable to attend PPG meetings or prefer to be contacted virtually is on-going and they will receive a copy of the newsletter as well as the PPG minutes and be consulted upon or informed on any changes. PPG Chair PB was proposed to be the PPG chair and the proposal was unanimously supported by those present. PB accepted. KT will look at job description to ensure proper governance will be in place. GP Patient Surveys Friends and Family tests ( FFT) returns have improved in the last two months and the feedback is encouragingly positive. The practice will continue to focus on this survey to get feedback on improvement and development. The FFT results will be published online regularly. The government s Ipsos-Mori Surveys are done twice a year. The January-March survey s results were reported in July. They were as follows: 17% of patients responded to the survey. What this practice does best 81% of respondents say they have had enough support in the last 12 months to help manage their long-term condition(s) Local (CCG) average: 74%National average: 79% 94% of respondents were involved as much as they wanted to be in decisions about their care and treatment during their last general Local (CCG) average: 90%National average: 93% 94% of respondents felt their needs were met during their last general Local (CCG) average: 92%National average: 95% What this practice could improve 61% of respondents say the healthcare professional they saw or spoke to was good at giving them enough time during their last general Local (CCG) average: 82%National average: 87%
32% of respondents usually get to see or speak to their preferred GP when they would like to Local (CCG) average: 50%National average: 50% 66% of respondents find it easy to get through to this GP practice by phone Local (CCG) average: 83%National average: 70% Discussion on how to improve took place. - Informing patients which doctors are in on which days to improve continuity of care. Display at the waiting room. - How to access the practice as telephone is not always the best or only way. Improve communication - Appropriate appointment times to be given to patients and signpost to see the right professionals - How to improve the returns of the survey documents The Ipsos-Mori survey is a snapshot of views at the specific time of the year the responses are collected while the Friends and Family Test is continuous. Patients are encouraged to leave feedback on the NHS Choices website. It was commented that generally, patients who are happy with the services tend not to reply to surveys or announce their positive feedback. We should encourage all feedback. Flu Season Flu vaccines will be delivered at the end of September and patients will be given their jabs both ad-hoc when they present at the practice, as well as at regular clinics. The importance of having pneumococcal/shingles vaccinations for the over 70 year-olds has been highlighted. 8. Future PPG meetings The dates for the next few meetings are as follows: 29 th October, 2018 17 th December, 2018 PPG meetings are every 2 (two) months on the last Monday of the month. KT will send out reminders and gather feedback 2 (two) weeks before the meeting, and to disseminate agenda 1 (one) week in advance. 9 Meeting ended with nibbles and drinks with informal chats