Patient Participation Group

Our Patient Participation Group allows patients and staff to have the opportunity to discuss topics about the practice.  It provides the means for patients to make positive suggestions about the practice.  It could influence the way health care is provided.  The group allows the patients to engage with the practice and become more involved.

The latest meeting for the Patient Participation Group was held on Wednesday 22 May 2013. The minutes of that meeting are available for you to read by clicking on the tab above. 

 

  If you would like to join the Garden Lane PPG click on the 'Contact Us' tab above.

Hayley Pashley
Practice Manager

Minutes Patient Participation Group 7^th March 2013

 

Held at Garden Lane Medical Centre

 

Minutes from 30^th May 2012 all agreed.

 

1)       General Discussion

Patients enquired about the possibility of making the entrance more accessible for wheel chairs and pushchairs.  Hayley Pashley (Practice Manager) agreed that this was something that we have discussed.  Hayley explained about the Patients’ Fund and explained that this is something that we might potentially look at doing if we can secure enough funding from the Patients’ Fund or from other sources.  Hayley also mentioned that we had looked at the possibility of a lift in the premises, but that after discussion it became apparent that there wasn’t anywhere suitably accessible for patients given the layout of the building.  Hayley also explained that we had looked at the possibility of a stairlift, but it was felt that patients’ dignity might be negatively impacted by the transfer to/from the lift in a publicly accessible area.  In view of this, Clinicians coming to see patients in a downstairs room where necessary was felt to be a reasonable compromise.

 

Patients asked about the Northgate Development and what would be in the Northgate Development.  Hayley explained that it is not clear as yet what all of the space at Northgate will be used for.  One of the Patients expressed concern that if the Practices are able to offer services that we don’t currently, then we might lose patients to them.  Hayley explained that the Clinical Commissioning Group (CCG) would need to approve any additional services that the Northgate Development wanted to offer.  The Northgate Development couldn’t just decide that they wanted to provide additional services without reference to the decision making process at the CCG. 

 

Patients wondered whether we could register fewer students as patients. Hayley clarified that we have registered fewer students this year than in previous years; she explained that we would be happy to maintain the list size as it is but would not wish to lose many patients.  The list size growth has been mainly due to increases in the population and new housing, as opposed to registering more students.

 

One of the patients mentioned that the 2011 Survey results are still showing on the Patient Information Screen.  Hayley said that it would be updated to the 2012 survey but that we had been waiting on the results of the meeting before publishing.

 

2)       Results of Survey

 

Patients commented that they were happy to see that the Survey results were generally more reflective of the experience that they have with the Medical Centre.  The survey seemed to reflect their positive experiences of a ‘good’ practice more fully.

 

One of the Patients’ noted that the comments in response to the survey were almost 50/50 Positive and Negative.  The patient also enquired whether there was any follow up to the comments.  Hayley agreed that the Survey should offer the patient responding an opportunity to clarify why they would not recommend the Medical Centre to someone else looking for a GP.  Patients felt we should be looking to see whether there were actions that could be carried out as improvements from the comments raised in the Survey.

 

The patients felt that the new appointment system might be more well thought of by patients now that it is entrenched and that more practices in the local area are running similar systems. There was a brief discussion about the new appointments system.  It was felt that the system worked well, that patients who wish to be seen by a particular doctor for a long term condition or for review of a problem that Doctor has seen them about before that booking in advance for a certain day was helpful.  It was also felt that patients should see whichever Doctor is available on the day if they are acutely unwell and need to be seen that day.  Dr Meachim explained that after each patient is seen the Doctor will write a treatment plan in the notes so that any of the other Doctors in the Practice would be able to see what had been discussed and what the plan of action was going forward.

Patients felt that if all Clinicians are trained to the same level then patients would feel that there is no issue.  i.e. if all locums are efficient.

The survey did show that some patients are unhappy disclosing medical information to the reception staff.  The members of the reception team in attendance did explain that they feel that they try to accommodate patients as much as possible. For example, if someone says that the issue is personal, they will just write ‘personal’ in the notes they leave for the Doctor.  The reception staff ask for this information only so that they can provide enough information for the Doctor to be able to decide if any of the phone calls might be an Urgent Problem which needs to be dealt with very quickly.  Reception staff do not try to establish whether the patient needs to speak to the Doctor. We also offer face to face appointments for those people who are unable to take a telephone call.  Additionally there is an Extended Hours Service which operates elsewhere, but which offers appointments for people between 6.30 and 8.00 pm.  It is run by Out of Hours on our behalf.  Reception staff will particularly recommend to working people, who find it difficult to get to the Doctors during the daytime.

 

The next Survey was discussed, it was agreed that we would keep the same format of Questionnaire, but could we include a question about Triage.

 

The Patients also noted that patients wanted information in alternative formats.  The Patients agreed that the cost of sending newsletters to all patients would be prohibitive.  Text Alerts were discussed, Hayley noted that we are moving to a new computer system which should have more flexibility to send Text Message Reminders.

Hayley noted that the worry that we have with sending emails is that patients might try to respond with Urgent Medical Queries to the email address that sent the newsletter and that this would potentially cause medical issues to be missed.  It was agreed that we would look into the possibilities of a ‘No Reply’ email address.

It was discussed that it would be possible to agree to send patients the newsletter via email and that it would also be possible to put a newsletter with prescriptions and the information onto the website.

It was also agrees that we would remove the communication question from the Survey and add in one about triage.

 

Action Points

Amendments to questionnaire

If patients say they would not recommend we need to ask why not.

Take out the Communication Question

Add in an awareness question. I.e. Do you know we have a website? You can order your Prescription Online? Do you know about the Extended Hours Service?

 

Feedback on Communication

            What Have we done/What are we going to do?

 

Look at better signage           

So that people who need assistance with the Front Door are able to ask for help.

 

Aim for Next Meeting to be held in June, after completion of Notes and Circulation of Action Plan.

 

 

 

 

 

Minutes of the Patient Participation Group Meeting held on  22^nd May 2013 at GLMC

 

Present:-

 

Dr Susan Meachim

Dr Kate Bushell

Hayley Pashley

Wendy Jones

Rosa Florio-Clayton

 

David Cummings

James Crawford

Susan Proctor

Ellen Walton

Jean Evans

Marilyn King 

Pam Smith (CCG Lay Board Member)

 

Matters Arising from previous Minutes

 

JC asked that following the last meeting, as a lift in the building will not be going ahead, if an additional hand rail could be added to the stairway to help patients with difficulties. Also, automatic opening doors at the front entrance would be an enormous help.  HP Action

 

There was a query raised by a patient who was informed that details of any treatment plan would be added to her notes but that on a follow-up visit she said this was not the case. SM explained we currently have Locum cover so this information may not have been filtered to them but she will ensure it is reiterated to all GPs.

 

A query was raised regarding the Northgate Development: a patient asked if this was a “Super Surgery” and if so it should be named appropriately as the current form is misleading.  This is because there is a planned development of Northgate Street, which is known as the Northgate Development.  HP will try to find out if it has another name.  HP confirmed we are staying in Garden Lane and that the new development has already brought about changes in patient movement.  (Post Meeting Note – the new surgery development will be known as Fountains)

 

A questioner asked if patients could still see the GP of their choice and SM confirmed that they can but an appointment must be booked in advance and be of a non-urgent nature. If the problem is “on the day” the patient will see a GP available that day.

 

Action points from last meeting are in hand starting with patient survey.

Feedback – this is still to be actioned.

Signage – improved signs to be placed on entrance.

 

Agenda

 

JC asked regarding the actual role of the PPG & CCG. He had attended a couple of workshops and felt that he did not have a mandate regards CCG to be there. He asked also if there was any communication between the 36 other practices in our area.

He also raised concerns regarding attending the meetings as he is not able to drive and requires assistance to attend the meetings. A questioner asked what our main priorities were, who is the Lead GP and if a report from CCG can be fed back to PPGs.

 

HP advised that all members of the PPG can bring forward any questions to the agenda but no-one had done this.

 

Pam advised that a meeting of Chairs was to take place this summer and that the role of Chair should be that of a patient and not a staff member. Shadow Chairs are also acceptable if anyone wanted to share this role with another person.  Action – future agenda item

 

A question was raised regarding GPs commissioning a patient’s requirements: do they know what the patient wants? KB advised that this would be a matter for the patient to discuss with their doctor.

 

A question was raised regarding what services are offered by the practice. HP explained the information is available from the TV screen, website and practice booklets.

 

A question arose about GPs meeting regarding provision of services. KB explained that in Networks meetings they are all striving to improve care for patients and that currently Urgent Care is being dealt with first.

 

Regarding the Patient Participation Group, is everyone in this really fully committed and do we have the correct number of people for this? HP advised that 35 are currently signed up on email and when formed every effort was made to recruit members across all ages and ethnicity. A suggestion was made to recruit younger members via a Volunteer Group at ChesterUniversity and perhaps have evening meetings. It was agreed that those who wanted to commit will commit.  Action – pursue with the University

 

Pam is to send HP written Terms of Reference and also a flow chart to show where the PPG is placed regarding our role. The role of Healthwatch is to be discussed by the PPG in the next meeting.

 

A questioner asked how decisions at Networks, CCG and PPG affect patients. KB asked if  this information could be forwarded by email, minutes of meetings etc – this was accepted.

 

A question was raised regards “any other providers” creeping into the system as privatisation is a concern for some of the services. KB advised that Chester has a good record of local services being provided locally with all parties working together.

 

Out of Hours is still in operation and working well as the new NHS111 service is not yet ready in this area but should be in approximately 12-18 months time. Extended Hours – this service was explained to the meeting.

 

Ear syringing is no longer carried out at the surgery due to the possibility of perforating ear drums. A handout is given to patients to self help and this will be included in the next newsletter.  Action – for next patient newsletter.

 

HP advised a new computer system will be installed in August 2013 and that all members of the PPG and patients will be kept fully informed of any changes occurring as a result of the new system.  Planning for this change will be relayed to all patients beforehand.  The new system is being funded by the CCG and at no cost to the practice.

 

A question arose regarding the car park at the rear of Sarl Williams Court; Planning permission is still valid but has not yet been developed. Concerns arose of the likely impact to GLMC patients and to visitors to Sarl Williams. 

A cycleway has been added to Garden Lane and some felt this was causing a danger to cyclists coming down and patients pulling out of the surgery. The cyclists are riding in the opposite direction to the normal flow of traffic.  The partners did voice their objection to this plan but were not heard.  The practice has raised awareness on the TV screen and website to alert patients to this.  There are signs and road markings to alert road users and pedestrians.

 

Next meeting to be scheduled possibly early July with a view to including discussion on who pays for bloods tests and scans; do we get charged?

 

No further business meeting closed. 

 

 

 

 

West Cheshire GP Surgery Patient Participation Groups Newsletter November 2012

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