PATIENT PARTICIPATION GROUP MEETING
MINUTES
Date:
3rd November 2014
Chair:
Present:
Peter Bainbridge
Dr K Tew and 6 members of the group.
Apologies:
There were 5 apologies
Subject
Previous Minutes
These were accepted as true and correct
Matters Arising & Updates
Action Plan from Previous Meeting
Action
Amend the newsletter and publish
Review the number of lines to accept
incoming calls.
A request to be made to the clinical system
provider to look into this to give greater
flexibility to patients to enable them to book
at a time to suit them.
Review the type of nurse appointments that
could potentially be booked on line.
Comments
Completed
Still 4 lines accepting incoming calls. This
was due to long term absence which has
now ended.
This will be increased to 5 an evaluated after
4 weeks.
Request sent and awaiting a reply.
Each appointment that is available to book
on-line has to be specific in terms of time. As
the nurse appointments vary depending on
what type of review/procedure it would not
be possible to make all types of
appointments available.
To start this development all types of
respiratory disease review appointments will
be available to book on line.
Amend the practice brochure to include how
patients can
obtained their test results & how to book on
Following discussion with our clinical team
we will be
asking patients if they would like to review
line
Minutes of the meeting to be made available
in the
surgery
Web site to be amended to improve access
to leaflets and
information
Complete a patient survey and the results to
be reviewed
by the group and an action plan to be
agreed.
their results via
our web site if the tests they are having are
straightforward.
There will be no change to the way patients
are informed
of abnormal results and pregnancy tests
results.
Completed.
Completed
To be completed.
It was agreed: the minutes of this groups meeting should be placed on a notice board within the
surgery
 as 2 members of the group have resigned replacements should be sort
AGENDA
FRIENDS & FAMILY TEST RESULTS
Results
Responses November 2014
120
100
80
60
40
20
0
Extremely Likely
Likely
Neither Likely or
Unlikely
Unlikely
Extremely Unlikely
Age Range November 2014
50
45
40
35
30
25
20
15
10
5
0
0-15
16-24
25-44
45-64
65-74
75-84
85+
ETHNICITY
140
120
100
80
60
40
20
0
White
Mixed/ multiple Asian/ Asian
ethnic groups
British
Black/ African/
Caribbean/
Black British
Gender
75
74
73
72
71
70
69
68
67
Male
See Appendix 1 for patient comments from survey
Female
Other Ethinic
Group
The following points were agreed from the discussion about the comments made by patients: inform patients how they can book ahead i.e. up to 8 weeks in advance
 amend the telephone answering to inform patients how many are in the queue
 staff do have flexibility in making appointments if they are aware of patients special
circumstances
 a partner to write “A day in the Life Of a GP” for the patients news letter to improve their
knowledge of what goes on in a typical day.
 Make patients aware of who is working that day
 Announce the waiting times for the patients appointment in the waiting room.
 Review of waiting lists to improve the availability of appointments
 Prompts in all communications e.g. are you aware you can…..
 Improve the patient newsletter by making it more user friendly
 Promote the newsletter e.g. sent in all communications to patients, send texts to inform
patients it is available on the web site.
HOW TO PROMOTE PATIENT ACCESS TO THEIR RECORDS
Before the 1st April 2015 patients must have access to a minimum of: Their demographics

Repeat medications

Allergies and sensitivities
See Appendix 2 for an example of what information would look like.
This facility should be promoted at every opportunity e.g. web site correspondence, notice
boards within the surgery and the Jayex board.
CARE QUALITY COMMISSION INSPECTION
All practices will be inspected by the end of March 2016 and they will be looking to speak to
someone from this group.
Standards to be Reviewed
(a) care and treatment must reflect service users’ needs and preferences;
(b) service users must be treated with dignity and respect;
(c) care and treatment must only be provided with consent;
(d) all care and treatment provided must be appropriate and safe;
(e) service users must not be subject to abuse;
(f) service users’ nutritional needs must be met;
(g) all premises and equipment used must be safe, clean, secure, suitable for the purpose
for which they are being used, and properly used and maintained;
(h) complaints must be appropriately investigated and appropriate action taken in response;
(i) systems and processes must be established to ensure compliance with these
Fundamental Standards;
(j) sufficient numbers of suitably qualified, skilled and experienced staff must be deployed
to meet these standards;
(k) persons employed must be of good character, have the necessary qualifications, skills
and experience, and be capable of performing the work for which they are employed.
All of the members of the group would be happy to speak the members of the CQC inspection
team if they were available.
WINTER NEWSLETTER SUGGESTED CONTENT
 Update on flu vaccinations
 Winter advice from NHS England
 Attendance & non-attendance rates to include separate figures for doctors and nurses
 Pharmacy First
 Early Diagnosis of Dementia
One of the group volunteered to produce the winter edition.
Any Other Business
Action Points
Action
Complete the outstanding items form last meeting
Review appointment system with doctors and staff
Amend the message on the phones to inform patients they are in a queue
Action all the agreed points from the Friends and family discussion
By Whom
PB
PB
PB
PB
Deadline Date
31/12/14
31/12/14
15/12/14
15/12/14
Appendix 1
IF WE COULD CHANGE ONE THING ABOUT THE CARE OR TREATMENT YOU RECEIVE TO IMPROVE YOUR
EXPERIENCE, WHAT WOULD IT BE
APPOINTMENTS
TELEPHONES
faster appointments with less waiting More recently it has
time
been difficult speaking
to someone in a timely
fashion when I have
called the surgery.
This needs to improve
asap
it is difficult to get appointments
quickly
avoid the 8.30 call for appointments
queuing system
WAITING TIMES
waiting time
MISC
medical reports
passed on to
patients by
receptionist backed up by
advice please not
only abnormal or
abnormal
Could you have a
ensure all
shorter periods
phone line in the
appointments are more often follow
morning where people
on time and
up for older people
get put into a queue? It people don't have particularly
seems more fair
to wait up to an
hour for their
appointment
sometimes
more telephone lines
waiting
not keen on
it’s so hard to get
telephone
through at 8.30
consultations
appointments on not to have a
time
serious medical
condition that
needs constant
treatment
Positive
Comments
first class
can't think of
anything
different other
than keep it as
it is
nothing
I am very happy
with the service
APPOINTMENTS
TELEPHONES
WAITING TIMES
MISC
Positive
Comments
easier appointments
change the time of appointments
nothing
nothing
Not having to call 8.30am to arrange
a same day appointment.
unlikely to
change they
are very good
appointment system
nothing at all
been with same
surgery > 20
years
reception staff
are great
none
nothing
more appointments readily available
Same day appointments - difficult to get through on phone
because everyone phones at 8.30 – solution??
excellent staff
keep doing
what you're
doing you do it
very well
APPOINTMENTS
TELEPHONES
WAITING TIMES
MISC
been unable to make appointments on the phone the day
before required and not having to phone on the morning and
staying on the phone at least 20 mins before getting through
more telephone lines it’s so hard to
get through at 8.30
easier booking for immediate or
close appointments
appointments times difficulty in
getting
make it more convenient to phone for an appointment
Saturday surgeries each week
More pre-bookable appointments
more FLE
For all doctors to
be in agreement
over current
treatment of
asthma. Mu
prescribed
treatment has
been changed
significantly during
the course of the
last few years and
this can become
confusing.
Positive
Comments
nothing to
change
Michelle and
Wendy are the
best
continue as you
are
not one thing
happy the way
things are
none
nothing it is a
great service
APPOINTMENTS
TELEPHONES
improve access to same day
appointments
ability to book appointments further
in advance
only the system for phoning in for same day appointments it’s
hard to get through
appointments available - being able
to book in advance for near future
able to book on day appointments
more easily not just at 8.30
easier to arrange an appointment
being able to pre book appointment
better way to make appointment
Change system to book appointments. Tried online still no
available appointments at 8.40am. Tried phone ongoing
engaged. Had to drive here in person to get an appointment
on the day. System unsuitable for many ill/older people who
can't jump in the care at 8.30 to get doctor’s appointment
WAITING TIMES
MISC
Positive
Comments
Appendix 2
Mr Mickey Mouse-TestPatient
"Mickey"
Date of birth: 01 Sep 2005
3 Biddlestone Road
Newcastle upon Tyne
NE6 5SL
Biddlestone Health Group
Biddlestone Road
Newcastle upon Tyne
Tyne and Wear
NE6 5SL
Prescriptions: 0191 2650785
General: 0191 2655755
My Summary Patient Record
Allergies and Sensitivities
Start Date
End Date
Description
Supporting Info
Sensitivity to
PHENOXYMETHYLPENICILLIN
07 May 2014
Acute Medication (issued in the last 12 months)
Date
Medication Item
Dosage
Quantity
Prescribed: 19 Sep
2014
Metformin 500mg tablets
take one 3
times/day
84 tablet
Current Repeat Medication
Date
Medication Item
Dosage
Quantity
Last Issued: 06 Oct
2014
Methotrexate 2.5mg tablets
7.5mg (three
tablets) to be taken
weekly
12 tablets
Last Issued: 25 Apr
2014
Atenolol 25mg tablets
take one daily
28 tablet
Past Repeat Medication (discontinued in the last 6 months)
Date
Medication Item
Dosage
Quantity
Discontinued: 11
Sep 2014
Metformin 500mg tablets
take one 3
times/day
84 tablet