The Mortimer Surgery
Patient Participation Group
Notes of the meeting of the Patient Participation Group held on Thursday 7 February 2013 commencing 18:30 hours.
Present
Kath Collington (KC), Chris Bardwell (CB), Tracey Quinton (TQ), Maurice Bradshaw (MB) and Anna Vine (AV) - All Patient representatives
Dr Matt Degnan (MD), GP and Debbie Cowley (DC), Practice Admin Manager Mortimer Surgery.
In attendance for Item: N/A.
| No. | Discussion Item | Action |
| 01/02 | Apologies for absence: Apologies were received from Lisa Whiting (LW), Lorna Foster (LF), Clare Annals (CA), Diane Marlow (DM), John Miller (JM) and Shobhan Harvey (SH) DC informed the group that although LW will not be able to attend the majority of the meetings due to work commitments as they are held on a Thursday, she is still very much interested in the group and happy to give her views/suggestions by way of email. | Nil |
| 02/02 | Welcome: DC informed the group of a new member called Janet Collins (JC) who unfortunately could not make it to this meeting but hopes to attend the next. | Nil |
| 03/02 | Notes of the last meeting: Minutes agreed and signed by Chairperson. | Nil |
| 03/02 | Matters arising from the last meeting: DC informed the group that following on from the request by them to get a clearer understanding of the financial side of the Practice, Grant Streeter (Practice Manager Consultant for Mortimer Surgery) will be attending the next PPG meeting to discuss there with funds come from, how they are allocated etc. DC informed the group that the Patient Survey close date has been extended in order to encourage more patients to participate in it. More information regarding the Patient Survey below. DC informed the group that the car parking issue had been looked into following the suggestion of swapping the Staff & Public car parks around but unfortunately due to the amount of Staff working at the Surgery and the basis that they can also double park at the front when called for it was not feasible to do this. Therefore the Car Parking layout will remain how it is. | Nil |
| 04/02 | LINk/Healthwatch DC informed the group that Sheena Masoero (SM) from the above had emailed in offering to come along to another PPG meeting for further discussions on the above. SM also asked if an member of the group wished to be added to the Reading LINk Reference Group email list, who would received monthly e-newsletters and other communication. | DC to invited SM back approx 6 months after it is up and running. DC to give SM CB email details for inclusion in LINk e-newsletters |
| 05/02 | Wireframe for CCG website DC informed the group of an email she received from Susannah Bacon thanking all participates who helped with this. The email also contains information regarding the wireframe. | DC to send copy of email out with minutes for PPG information. |
| 06/02 | SHA Programme DC informed the group of an email received from Susannah Bacon inviting patient volunteers to support an SHA Programme. MB interested but all other members could not make it due to work commitments and it being during half term. | DC to send copy of email to MB containing contact details. |
| 07/02 | Patient Survey DC informed the group that the closing date for this has been extended and Grant Streeter (Practice Manager Consultant) will be attending the next meeting on 7th March to go through the results and discuss a proposed Action Plan. It was felt that the Survey was not being advertised very well within the Surgery, suggestions put forward as to how we can make patients aware/get them interested in participating. i.e. Posters (including details that the Survey can be accessed via the website). Leaving Surveys in different places within the Surgery as not all people book in at Reception. GP’s to ask/suggest to patients to complete it. | DC to put posters in waiting room/surveys to be left in different places within the Surgery. MD to put GP suggestion to them at the next Partner’s Meeting. |
| 08/02 | Chair of Chair Meetings – update CB gave the group an update from the 2 C of C meetings he had attended since the last PPG meeting. CB informed the group that the C of C Group had now changed their name to Patients Voice Group. They have had various discussions about how they could encourage young people to attend the group (Twitter, Facebook) etc. During one of the meeting’s it was asked if every practice had a feedback form. The group asked CB if this was the same as the Survey. CB will take back to the Patients Voice Group for clarification. The group suggested that the Surgery should possibly have a ‘Comments Book’ sat at reception for patients use. CB informed the group that the CCG Board were in the process of recruiting 2 lay members. CB also informed the group that they were currently looking for a Vice Chair for the Patient Voice Group should anyone be interested. Finally CB informed the group that during the last meeting they had received a talk from a GP on the Delivery & Structure and how it will all work going forward. | DC to put this suggestion forward at the next Partner’s Meeting |
| 09/02 | A.O.B. The group raised the issue of advertising the PPG as when asked about it by CB the majority of patients asked did not know it existed. Following suggestions: Advertise it on the website (DC to update website showing current members) Posters in the Waiting Room Short message on the rolling screen GP’s to ask/suggest it to patients they feel would be interested or recommend patients that DC could send a letter to inviting them to join. DC & MD put forward to the group the suggestion of planning the meetings every 3 months (which fits in with the constitution) for the first Thursday of that month. This way everybody is fully aware of when the meetings will be taking place well in advance. This was agreed. Moving forward from this the next meetings can now be confirmed for the following dates: 7 March 6 June 5 September 5 December All Thursday evenings to commence at 18:15 – 18:30 hours. | MD to raise this with the GP’s at next Partner’s Meeting |
| 10/02 | Meeting close/Date of next Meeting The meeting closed at 19:30 hours. Next Meeting Thursday 7th March 2013 | |
The Mortimer Surgery
Patient Participation Group
Notes of the meeting of the Patient Participation Group held on Thursday 23 February 2012 commencing 18:30 hours.
1. Apologies for absence
2. Introductions
Dr Degnan was introduced to the members.
3. Minutes of the previous meeting
Approval of the minutes of 30 November was deferred until the Chairperson was present.
4. Wider role for Patient Participation
DB said that LW would be attending the Chair of Chairs meeting for the North and West Reading Commissioning Group on the evening of 13 March. Members wishing to pass on issues for LW to raise should submit them to DB by Friday 2 March.
5. Results from the Patient survey
The updated results of the patient survey were circulated. Members noted that a further 23 responses had been included since the first issue of the outcome.
In all 194 completed questionnaires had been collated. Of these 171 were filled out in person at the surgery and 23 completed “on line”.
Noted that 3 patients had not completed the demographic details.
DB said that he had still included the responses to the questions asked for these 3 patients.
The results were discussed in detail and the written comments of the Chairperson noted and considered.
Action: DB to circulate the revised results to those members not present.
6. Draft action plan arising from responses to survey
Members agreed the following actions having analysed and discussed the results of the survey:
| Action | By when |
| Booking of appointments: 1) Promote the option to book routine appointments on line by advertising the website and the functions it offers prominently within the surgery. Diverting a few bookings away from the telephone lines will assist in freeing up the lines for callers seeking an urgent appointment. 2) Add an additional message to the greeting to suggest that patients seeking a routine appointment call back after 09:30 to enable urgent on the day and next day bookings to be made as the surgery opens | 1) By the end of March. 2) By the end of March |
| Missed appointments: 1) Surgery to work towards implementing text reminders of appointments to those patients with mobile phones. Accepted that not all patients have mobiles. 2)Promote and encourage use of website for booking routine appointments 3) Continue to display the did not attend data for previous month on notice board and electronic display. Add this information to the website. Stress that other patients could have made use of the appointment if cancelled in advance. | 1) Work on the project over the next six months with an interim report to next meeting. Reception staff to ask patients for mobile numbers when booking. 2) Place a reminder that appointments can be requested on line on the website notice board, promote with a poster in the surgery and via the electronic message display. All by April 2012 3) By April 2012 |
| Telephone consultations: Clear that many patients unaware that they can access telephone consultations with either Doctor or Practice Nurse. This needs to be promoted as an option for patients seeking reassurance or advice to reduce “blocking” face-to-face appointments that could be used for more serious conditions. | Advertise availability of telephone consultation. Use all media available. Evaluate the new appointments system 8 weeks after launch on 1 March 2012. Bring results back to next meeting of Patient Group. |
| Use of Website Just over 30% of patients said they use the website. . | Promote the site with notices on fixed notice boards and electronic display board |
| Would you recommend the Surgery to others An encouraging 96% of those that responded would recommend the surgery to others. | |
| Access Vast majority of patients who responded found access either very easy or easy. However, the Practice needs to look at external access to the main entrance as the dropped kerb access is limited for wheelchair users or those using walking aids. Although no one commented on internal signposting members suggested adding a sign to direct patients to consulting rooms and treatment rooms as these are at opposite ends of the building. | Assess viability of increasing the dropped kerb access for patients arriving in wheelchairs or with walking aids. By June 2012. Practice Manager to implement by end of March 2012. |
| Cleanliness of the Surgery 99% rated the building as very clean or fairly clean. | When publishing the results ask for more detail from patients who rate the surgery as only fairly clean to enable any specific issues relating to cleanliness to be addressed. |
| Reception area 11% of those who replied felt unhappy that their conversation with reception staff could be overheard. | Practice to address this issue by a) placing a notice on reception to advise patients that they may ask to talk to the receptionist away from the main desk and b) ensure reception staff offer to speak with the patient away from main desk when a patient expresses concern over privacy of conversation. Implement immediately. |
| Notice Boards Mixed response on whether notice boards are read. Comments received on location of notice boards which are above the chairs used by patients waiting for their appointment. | Practice to rearrange notice boards to separate general notices from Surgery specific information. Reorganise the waiting room seating to give clear access to the general information and place the surgery information closer to reception. |
| Lighting Only 2% said lighting in waiting room not adequate. No action required. | |
DB will forward the action plan to those not present for comments and finalisation before publishing on the website in March.
7. Future work
Develop a practice newsletter to be made available both on the website and in hard copy at reception. The first newsletter to be issued in April 2012. Practice Manager to draft and seek input from Chairperson for a standing item on work of the Patient Group.
8. Date and time of next meeting
Proposed that next meeting of the patient group is held on Thursday 10 May 2012. Commencing at 18:30 hours. Agenda to be issued by 3 May. Members are asked to submit agenda items by 2 May.
The Mortimer Surgery
Patient Participation Group
Notes of the meeting of the Patient Participation Group held on Wednesday 30 November 2011 commencing 18:00 hours.
1. Apologies for absence
2. Welcome, introduction and written submission
DB introduced LW and JM to their first meeting of the PPG. Dr Bradshaw was introduced to the members and DB said he had received some written comments from LF on the agenda items and documentation from the inaugural meeting.
3. Minutes of the previous meeting and matters arising
The minutes of the meeting held on Tuesday 27 September were accepted as an accurate record of the discussions. Matters arising included:
a) Constitution
The draft constitution had been reviewed by members. A number of changes would be incorporated in a revision.
Action: DB by 5 December and reissued
b) Terms of reference
The terms of reference including the amendment proposed at the last meeting and deletion of the reference to patient confidentiality were agreed.
Action: DB to issue revised ToR with minutes.
c) Appointments
NB updated the group on a range of changes to the appointment templates for Doctors. This included adoption of doctor triage for patients requesting an on the day appointment. Introduction of formalised telephone appointments and 48 hour appointments. These proposed changes were discussed in detail and largely welcomed by the group. NB said that the new system would be introduced in 2012 initially for a trial period followed by evaluation by the Practice Team and consultation with PPG members. Members were reassured that triage would not be undertaken by reception staff.
4. Patient questionnaire
DB tabled a draft patient questionnaire and drew attention to the requirement for General Practice to adopt a questionnaire and review the results before the end of February. DB then had to post the results and agreed action plan on the website for the Practice.
At first reading the questionnaire appeared acceptable with the removal of the question relating to text message reminders of appointment bookings. Some further suggestions will be incorporated in a revision.
Members were asked to consider the questionnaire in more detail and submit any comments to DB by Tuesday 6 December 2011.
It was noted that the final version of the questionnaire would be promulgated by posting on the website, copies available at reception and from the doctors consulting rooms and nurse treatment rooms.
Members offered assistance in collating the response in mid January 2012. The offer was gratefully received and accepted by DB and NB.
Action: Questionnaire to be finalised by 12 December and distributed by DB. DB to seek members support in collating responses in late January.
5. Communication
Members present agreed that their e-mail addresses may be shared with fellow members of the PPG.
Action: DB to include list of e-mail addresses as an appendix to the minutes and ask those not present for their preference.
6. Practice Developments
DB said an expression of interest had been lodged to use the surgery as a screening base, 3 times per annum, for ultrasound scanning for aortic aneurism. NB said the change in appointment system was a major project for 2012. DB reported on personnel changes in the Medical Secretariat and Practice Nurse departments.
7. Patient empowerment and Self Management Plans
NB briefed the group on the development of self management programmes for patients with a range of long term medical conditions. Further information will be available during 2012. Members generally welcomed the concept of patient empowerment in managing their conditions.
8. Election of Chairperson
Lisa Whiting was elected unopposed to the post of Chairperson to the group. Everyone wished Lisa well in the role and thanked her for agreeing to take on the post.
9. Future work
Develop a practice newsletter to be made available both on the website and in hard copy at reception. The first newsletter to be issued in April 2012. Practice Manager to draft and seek input from Chairperson for a standing item on work of the Patient Group.
10. Date and time of next meeting
The next meeting will be held on Thursday 23 February 2012 at which the results of the patient survey would be discussed and an action plan formulated, meeting to commence at the earlier time of 18:00 hours.
The Mortimer Surgery
Patient Participation Group
Notes of the first meeting of the Patient Participation Group held on Tuesday 27 September 2011 commencing 18:30 hours.
In Attendance
Dr. Ben Curtis and Dr Kerry Illing Registrars
1. Apologies for absence
2. Welcome and Introduction
David Bathe (DB) introduced the purpose of the PPG and gave a brief background to formation of the group and the national impetus to encourage a more robust patient voice influencing the direction healthcare will take in the future.
All members of the group introduced themselves.
3. Draft terms of reference
DB took the group through the draft terms of reference that had been tabled for consideration. These were adopted with the addition at the suggestion of Anna Vine (AV) of a new point 4 as follows:
“To assist, wherever relevant and appropriate, in the implementation of initiatives arising from group decisions and from the results of the annual patient survey”
All members supported the addition of an implementation term of reference and the revised document is attached to the minutes for final approval at the next meeting of the group.
4. Constitution
A draft constitution for the group was received. DB asked drew attention to some of the points and asked members to consider the draft and feed back any comments or amendments before the next meeting. The aim is to adopt a constitution at the next meeting.
Action: All to consider constitution
5. Election of Officers
It was agreed that at this early stage in the life of the PPG that election to Chairperson and Vic-Chair roles was probably inappropriate whilst the group came to terms with functions and responsibilities. Election was therefore deferred to the next meeting.
6. Communication
Members with e-mail addresses agreed to give these to DB to allow faster communication and cut down on postage costs. At this stage the addresses would not be shared with other members. Any member prepared to share contact details with others may do so on an individual basis.
Action: Notify DB if prepared to share contact details
7. Website
No firm decisions were made on how the website might be improved. It was agreed that the Surgery should make better use of the notice board on the website and ensure that information was kept up to date.
8. Appointments
Discussion took place on various aspects of the appointment system. The idea of a more formalised offer of telephone consultations was greeted with enthusiasm. This would be explored by the Practice and trialled later in the year or in early 2012. The suggestion of greater empowerment for the patient to decide if they needed five or ten minutes for their consultation was discussed and gained a degree of support. It was agreed that appointment booking and availability should be included in the questionnaire that had to be issued in December or January.
9. Future work
DB said that agreeing the format of a patient questionnaire was a requirement for all PPG’s in 2011/12. Reviewing the responses and publishing the outcomes was also a mandatory role for the group. Issues to be included in the questionnaire to be brought to the next meeting.
10. Date and time of next meeting
The next meeting will be held on Wednesday 30 November commencing at the earlier time of 18:00 hours.