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Patient’s Liaison Group
Minutes of Meeting
(please use Documents from Paul for Reference)
Held at: Layton Medical Centre, on: 27th. October 2015
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1). Chairman’s opening remarks – Alan, deputising for Robert, welcomed those present,
2). Present – Alan Neath (Vice Chairman), Paul Duxbury (practice manager),
Ann Hindle, Peter Woodworth, Irene Horner, Elizabeth King, Peter Brown.
3). Apologies – Sue Lancaster, Robert Maxwell, Maria Lydon.
4). Minutes of last meeting – minutes of the last approved after amendment regarding AN
suggesting that the Reception staff at the Vic. Were qualified nurses, he actually said they
were not.
6). Matters arising – There were no matters arising.
7). PD mentioned Rene Wharmby and that she would be leaving the Group. He suggested a
letter of thanks be sent, PW agreed to do that if PD could supply an address. Also suggested
that a bunch of flowers be sent, agreed.
8). EK reported on her day with the Reception staff. She stated that she was impressed by
their work. They were adept at dealing with appointments, offering many alternatives. She
also mentioned that they had a lot more to do than just making appointments. The ‘phone
operator could not have been nicer. PB asked re complaints, EK explained the system used
and problems experienced with patient’s requirements. PB asked about the demand on ‘phone
usage. PD explained that because of the demand in November a trial would be run where
both ‘phones would be manned at peak times. AN asked if a log could kept. PD explained
that there was a system in place for recording ‘phone use. He also explained how the ‘phone
system worked. EK mentioned one of the problems that during the session a Doctor came to
reception asking for assistance from the desk Staff. AN suggested this was not good. EK said
that there was a problem with staff numbers. A point was raised about the way the waiting
system on the ‘phone works where a patient could end up at the bottom of the queue if the
‘phone not answered. PD explained how this worked. The Hospital ‘phone system used had a
queuing system whereby when a person reached the top of the queue would be sent to the
bottom of the queue if not answered after 90 seconds. EK stated that very few calls were
unsatisfactory. PD asked EK if she thought the exercise useful. EK yes, but it might have
better on a busier day. PD asked for anyone interested in taking part to get in touch. IH stated
that she thought the Staff were very good, although she did have to wait 5 minutes when a
Staff were dealing with a problem for a patient.
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9). Appointments PD drew attention to Document circulated to members. EK asked why the
neither the Nurse Practioner or new doctor were on the Web site. PD explained problems
with old system but that new improved software was being invested in.
10). Appointment availability. PD brought the document to the meeting’s attention, he talked
through the detail and problems arising when doctors and F2s left. The annualised figures
were explained and PD was confident that by December things would be back to the same as
a year ago. AH asked after Dr Paul Stafford’s health, PD explained that he was not well.
11). Walk-In centre usage PD explained document and stated that clearly patients were going
to the Centre but he was hoping the situation would improve, he also updated information on
Locum Doctors.
(EK apologises and leaves meeting)
11). PD. introduced document relating to Complaints and Patient Feedback of which there
appeared to be few.
12) Proposed actions. PD drew attention to document and explained constraints and system
used. AN asked about reluctance to talk to Reception Staff about ‘sensitive’ subjects. PD
there are facilities to use a private room. AN asked about Same Day appointments. PD
expanded on the approach. PB asked what were the triggers that Staff used to instigate a
Same Day appointment.
13). Communications. PD suggested ‘On Screen’ for waiting times etc. (as Document). PB
asked re. possibility of using text alerts. PD. suggested Text could be used for other purposes
as well.
14) Web History Taking. PD explained that he had spoken to GPs, some thought it might a
problem but when others were consulted stated it was not a problem. PD told the meeting that
a Rep. from ASKGP was coming to explain system on Nov. 9th. And invited members if any
would like to attend.
15). PD introduced document and explained reasons for decisions.
16). PD introduced Clinical Research Network document and that Layton was heavily
involved in research and suggested that patients benefited from the spin-off with most up-todate treatment.
17). PD introduced ‘myPPG’. PB. Thought it had positive possibilities. PD thought it might
help with future surveys.
Next meeting: Wednesday 25th. November @ 17.00 hrs.
Meeting closed at 18.20