CLARENDON SURGERY
Pendleton Gateway
1 The Broadwalk
Salford
M6 5 FX
Tel No: 0161 211 7373
Fax No: 0161 211 7354
TRINITY MEDICAL CENTRE
The Angel Centre
St Phillips Place
Salford
M3 5FA
Tel No: 0161 833 3862
Fax No: 0161 212 4965
www.clarendonsurgery.co.uk
www.trinitysurgery.co.uk
Patient Participation Group Meeting
Minutes
Date: 17 March 2015
Venue: Clarendon Surgery
Present: KM/ /HK/LB/JE
Apologies: FM+ MP
1. Introduction
Thanks to PPG members for attending the meeting.
Housekeeping explained
2. Minutes of the last meeting read and agreed
3. Introduction to New Practice Manager
Janine Elliott started work for the practice in February 2015. She has worked within the
NHS and General Practice for over 20 years and for the past few years was a Practice
Manager for 2 practices in Heald Green, Cheshire. She is very much looking forward to
working with the PPG and recognises their active involvement in improving and
maintaining a quality service.
4. Practice Team:
To comply with CQC (Quality Care Commission) It has been suggested by NHS Salford
that the following questions be asked of your PPG at each meeting.
(a) In your opinion do all members of the practice team appear competent in their
roles? If not, please provide evidence where competence was lacking
(b) Have you experienced any care or treatment where you believe further training of
the member of staff involved would have improved your experience? If so, please
outline what training you believe is require
(c) Whilst receiving care and treatment at the practice, do you believe that you were
treated with respect by all members of staff? If not, please can you give examples
where respect for you was not shown?
Discussed/response
(a) Standards are continually improving
(b) Staff appear knowledgeable, no concerns raised and no areas for training were
identified
(c) Always feel treated with respect. Very noticeable that some GPs always greet with
a welcoming smile (Dr Tabetando in particular) and this helps put patients at ease
immediately. It was noted that consultant Dr Donaldson speaks highly of the standard of
referrals from the practice and from Dr A Jewkes in particular.
Action: These comments will be conveyed to the doctors.
5) Telephone Consultation System
The system appears to be working well although the welcome message patient’s hear at
the onset could be improved. Currently it is perceived as negative rather than
welcoming by listing all the services that will not be available to the patient during the
call.
Action: JE to work with the Office Supervisor in developing a new message which is
considered more patient friendly
6. Surveys
(a) Friends and Family test – 245 results completed to date with a combined total of
only 4% of patients who wouldn’t recommend the practice, unfortunately the forms were
completed anonomously so it has not been possible to follow up why they felt this way.
Patients can now also complete the online via the website
F&F report Jan 15
F&F Report Feb 15
(b) National Survey Results – These were circulated amongst the group and an action
plan developed and agreed. Overall the survey showed a decline in the satisfaction
level for the nurses however, there was nothing in the F&F survey to support this and
although it is an area for focus in the action plan, it was agreed that the past year had
been very difficult for the nursing staff as a result of staff shortages and that this may
have been the reason behind the decline. It is anticipated that the recruitment of a new
nurse, additional phlebotomy service and return of KC will result in an increase in
satisfaction level over the forthcoming months.
Patient Experience
Improvement Plan 14 15.doc
(b) DNA figures presented by JW. Figures continue to remain higher than we would like
despite same day appointments. The move to same day appointments has shown an
improvement for the doctors appointments but the DNA rates continue to rise for the
nurse appointments.
Action: JE to publish the findings of the surveys and action plan on the practice website
7. Patient Access
Access to medical records – Despite the requirements for practices to be able to provide
access to patient medical records (summary info only at this point) by 31/03/15 the
practice may be considered in breach of contract as a direct result of the clinical
software provider not being able to complete the software roll out in sufficient time.
There is also an ongoing issue with Firewalls in all the council owned LIFT properties
which is preventing patients accessing Vision Online Services. Both issues have been
reported and escalated as Urgent Priority and a statement of intent has been published
on the website. The practice has been assured by NHS England that this will protect
them against any action.
The practice are working closely with NHS England in developing a standard quality
format in preparation for phase 2 of medical record roll out. JE would like the PPG to
become involved in forming a steering group for Salford to give patient opinion and
perspective on any potential threats and included in the decision making process.
Unfortunately, whilst other clinical systems and some practices are already up and
running in offering phase 2, our software system has not yet indicated a date when this
might be made available. Our concern is that if delays in development continue and a
deadline date for phase 2 is incorporated into next years GMS contract, practices will not
have had the opportunity to develop safe practice in offering phase 2.
Action: Practice to continue pursuing the IT technicians to ensure contract agreement is
maintained and to investigate the possibility of migrating to another system provider who
is able to offer a more robust service and focused on future development.
8. Future Meetings
JE to liaise with MP to sort dates out (quarterly)
9) CQC-Quality Care Commission
The practice hopes that the PPG will be involved in the CQC inspection process. As yet
we have not been contacted with a visit date
Action: JE will inform PPG of CQC visit when notified.
9) AOB
Email from MP received and circulated
Points raised:
A) Telephone ringing longer than usual.
The number of incoming calls are continually monitored to ensure that staff levels are in
accordance with peak demand. However there may have been times where staff
absence has impacted on this.
Action: To continue to monitor and adjust
B) Salford Lung Study Patients
There are currently XX patients on study and the concerns raised regarding the training
of staff has been forwarded to the study coordinator. I am assured that all staff within
the practice have now completed the required training.
C) Differences in the standard of Review Clinics
The doctors and nurses work to a designated templates to ensure all aspects of patient
care is monitored and review on a regular basis. However it is not always necessary to
monitor each aspect as frequently as others and therefore some reviews may be shorter
than others.
Often the templates used capture information from hospital
correspondence for example If spirometry has been undertaken recently at an outpatient
clinic appointment, it is not necessary for the practice to repeat this unless advised to do
so.
D) Thank You to Linda Brown
MP wished to extend and record a big Thank You to Linda Brown on behalf of all the
group for all the hard work and dedication she has given to the practice in her many
roles over the years.
This was seconded by everyone present.
It is hoped that Linda will continue to remain an active member of the group in the future.
Date and time of next meeting – To be confirmed
Partners: Dr J W Tankel, Dr W A Owen & Dr J Rafferty