Strand Patient Participation Group
Newsletter – March 2017
Welcome to the Spring edition of our PPG Newsletter.
Some of you may still wonder what a PPG is. The group consists of patients
who want to work together to support the practice to be the best it can be and
to be a collective patient voice. Not everyone wants to be on the committee,
but we want to encourage more people to join the Virtual PPG. This is an
e-mail forum and we will pass on to you e-bulletins we receive from Coastal
West Sussex CCG, information from the National Association for Patient
Participation [NAPP] and relevant information from the surgery, particularly
when holding patient surveys. If you would like to be a member of the Virtual
PPG please contact us at [email protected].
Remember this is your surgery. Have your say. Leave your comments on
[email protected] or in the Comments Book at Reception.
Advance notice: PPG Awareness Week 19-24 June
What does it mean?
Acronyms are often used by the NHS, but what do they stand for? Take part in
this fun quiz and check with the answers on the reverse to see how many you
get right.
1.
2.
3.
4.
5.
6.
CCG
CHD
CKD
CQC
OT
DVT
7.
8.
9.
10.
11.
12.
DNA
ENT
MMR
NICE
CPR
EOLC
Changes to the telephony system
We are aware of the challenges that some patients experience when trying to
contact the surgery. One of the main areas of concern is the telephony system. We
have worked with PPG members, taken on board patient feedback and have worked
with our telephony supplier to make changes to the system that will speed up access
for patients. Previously, callers would queue with other callers before they were able
to choose which surgery service they required; now callers can make their choice as
soon as they call and be filtered off, thus preventing delays. Whilst it is anticipated
this will have a positive change, regretfully it will not resolve the whole issue.
We are aware and apologise that some patients wait longer than we would like
before their calls are answered. One of the main reasons for this is the sheer volume
of calls. A couple of years ago, the surgery invested in 50 incoming lines, this decision
was driven by patient feedback i.e. patients stated they would prefer to know where
they were in the queue, instead of having to continue to call the surgery as they kept
getting an engaged tone.
Obviously having 50 lines places pressure on the team, staff are matched to meet
demand levels as best as we can, however, due to space restrictions and excessive
volumes (at peak times we can receive up to 100 calls an hour) on occasions we are
unable to answer some calls as quickly as we would like.
We are working hard to recruit more GPs which will create more appointments,
which will assist with reducing call handling times as the reception team will have
more appointments to utilise. However, the lack of GPs is not exclusive to the Strand,
the whole area is under immense pressure due to the lack of GPs, we are therefore
working with neighbouring surgeries to look at innovative ways to manage demand
and resource. More information will be available in due course.
We intend to conduct another patient survey later this year and will be focusing on
access and attitude. We will work with members of the PPG to design and review the
survey as well as to share the outcomes. Please note patients wishing to contact the
surgery for non-urgent matters are advised to call after 10:00 and before 16:00 as
these tend to be the quieter times.
Strand Medical Group
Collaborative working
There has been much publicity surrounding the pressures the NHS face. The shortfall
in both funding and doctors means the gap between provision and demand is ever
increasing. To address this The Strand Medical Group are at the early stages of
working collaboratively with Selden Road surgery and Worthing Medical Group.
The alliance will see the creation of ‘Cissbury Integrated Care’ or ‘CIC’ for short
meaning the three practices working collaboratively to manage demand and the
national shortfall in health care professionals. CIC will in time see community services
integrated with the GP practices, this will ensure patients received joined up
treatment and will mean the ‘GP Hub’ will become an LCN (local Community
Network). CIC are also looking to employ pharmacists to ease the burden on general
practice, pharmacists will work with the GPs, Nurses and patients to help medication
and prescribing. CIC will also be meeting with the senior management of Worthing
Hospital to look at how both parties can improve patient pathways and collaborative
working.
Premises update
There has been much talk about the potential relocation of the Strand Surgery to the
site of the former Lloyds building next to Durrington train station. Whilst discussions
are on-going, all remain reasonably optimistic that and agreement can be reached
between the NHS and the contractor, meaning the Strand will be able to operate in
facilities better suited to meet today’s needs. Sir Peter Bottomley, our local MEP, has
been instrumental in these discussions, also the PPG have been extremely
supportive, and the Partners at the Strand would like to take this opportunity to once
again extend their gratitude to all that have been involved. It is hoped that a
definitive answer will be available within the next few weeks.
Answers to quiz
1.Clinical Commissioning Group. 2. Coronary Heart Disease 3. Chronic Kidney Disease 4. Care Quality
Commission 5. Occupational Therapist 6. Deep Vein Thrombosis 7. Did not attend 8. Ear Nose and
Throat 9. Measles, Mumps and Rubella 10. National Institute for Health and Care Excellence
11. Child Protection Register 12. End of Life Care