MANSELL ROAD PRACTICE
PATIENT PARTICIPATION GROUP
Meeting Date: 14/09/2016
Present:
Practice Manager: Manpreet Ahluwalia
Practice Staff: Zohra Khorchi, Maclaren Edwards, Amanda James and Sarla Rathod
Chair: Mr Archie Ross
PPG Members: Mrs Yvonne Hill, Mr Paul Garsed, David Ryder, Mr George Swasbrook, Mrs Irene Swasbrook, Mrs Prebsharan Bains
Apologies: Mrs Theresa Joy, Miss Hyacinth Jennings, Mrs Amita Thakarshi, Mrs Ann Ross, Mrs Gill Shallou, Mr Jerry Iheagwam , Mr Paul Woolcott, Julie
Sohal, Mrs Olga Lawerence Mrs Antoinette Giordmaina, John O’Toole, Mr Joseph Giordmaina, Gill Marsh
No.
TIME
1.
1815
AGENDA
ITEM
Introduction
FROM
Proposed objectives/ notes
-
Meet and greet
Changed the phone settings
Flu Jabs – planning to do this, as a patient what seems
best to book appts or have one open day and get all in
– if so what is the best way to make pts aware about
this
-
How do you make pts aware of the appointments to
book with doctors / nurses
TB Latent test service – we will star offering this service
soon
Staff knowledge / awareness
-
Minutes from meeting/ Action Plan
Member’s feedback – better to have prebooked appts. Specially for working people.
Also to make patients aware about the flu jabs
and to try and see if information can be
provided in any other language or means.
Discussed text messages are already been
sent out to pts to ask them to contact surgery
for an appts.
Manpreet to work on this, mainly put this
information on the website to make patients
aware about the difference between appts
It was discussed that normally staff answer
patient queries as much as they can or find out
the answers and get back to the patients. Staff
is not clinically trained and hence delays might
occur in getting back to pts. if staff are waiting
for clinicians to get back to them etc.
2.
Agenda from
Previous
meeting in
08/06/2016
It was discussed that practice would call the
patients only if letters etc. were received from
the hospital and if there was a need. It would
be up to the patients to ring hospital and chase
the letters to be sent to the practice as the
practice cannot do this. Staff will be more than
happy to ring the hospital on behalf of the
patient but given the number of patients at the
practice it is best if patients can do this by
themselves.
-
Communication between the practice and hospital
-
New floor in the waiting room
This is in hand and being re-done
-
Discussion Andrew from GE Healthcare Finnamore
with all PPG members and Dr Stapleton, if they had
come across or had an experience of having/working
with district nurses, elderly care, etc. few things
discussed further – on what was the experience and
what improvements can be made)
Appointment system:
All PPG members were asked to give Andrew
any thoughts/view/experiences, contact details
were given accordingly.
-
(discuss afternoon appointment system for patients
without online access)
It was discussed that routine appointments
were easy to book online. The patients who do
not have online access have not been
disadvantaged in any way, as they would still
be offered alternate appointment options and
be seen. Doctors mostly see all emergency
patients on the day and also the phone back
triage is run every day. Before offering online
appointments, the whole process of booking
appointments was still exactly the same, so no
patient has been disadvantaged in fact this has
given patients more access that they can prebook appointments at their own convenience. If
absolutely necessary, girls can open an
appointment for next day for a patient but only if
really needed.
-
A patient had asked if the lunchtime closure of the
telephones from 12-30 until 2.30 could be reduced to 1
hour instead of 2 hours to allow her to contact the
surgery in her lunchtime.
We are open from 0800 am till 1830 /1900; we
will not be able to open practice at lunch hour
as we need time to catch up with admin work
and these times are reasonable for patients to
contact the practice.
Manpreet has checked the phone reports and
the incoming calls to the practice on a monthly
basis, just to give an idea are – March -4549,
April -4627 and May-5330
-
We had a query from the 1st meeting, about patients
trying to request repeat medication and not been able
to do so as it says book a review appointment with the
GP.
-
Blood tests can be booked in surgery with pre bookable
Sarla explained the different services she now
appointments Mon-Thu morning, before it was
offers as an HCA
Wednesday only. Sarla our receptionist is now a
qualified phlebotomist and offers this service. Ysianne
and Sarla are training towards becoming Health care
assistants and are attending courses/training.
-
Improvement Grant approved
-
Reception /Admin
Sarla has explained that there is a box towards
the end for a free text, so patients need to
explain in the box that they need a repeat script
and the trouble they are having whilst doing
this, it will then be rectified at practice end and
they will be able to get the repeat medication if
the doctor does not need to see them ( Mr
David Ryder to keep an eye on this, if it
happens again and see if it will allows him to
write in the free text box and if it all works)
Building work on going – 3 more consulting
rooms, new reception, ramp area etc.
It was discussed that the way new reception is
planned
will
provide
better
patient
confidentiality. We are planning to answer peak
hour practice phone calls in a different room
than reception so staff in reception can coffer
better patient service at desk. Also discussed
when reception asks patients to hold on the
phone, to make sure that patients have said
yes, not to put them on hold directly. Manpreet
confirmed this is something we always discuss
in weekly staff meeting; girls are slowly getting
into the habit but for sure get reminded about
this every week. Patient referrals when back
from hospital, etc process was discussed how
these letters go on the patient file and that if
patients are concerned or are expecting
something in the letter, always a good idea that
the patient rings in to check if letter received,
any follow up, etc. Practice leaflet was
requested, will attach this with the email.
3.
Current staff
-
Newsletter – Maclaren will start work on this and we
shall try to get this out in the next 3-4 weeks and make
them available in the practice and on the website
-
The new partners are Dr Siobhan Stapleton and Dr
Vic Sivanesan
Dr C Gajria, Dr Shirley D’Souza Dr Naomi Pickwoad
are our salaried GP
Junior doctor – Francesca Mellor
Nurse practitioner:
-
Dell Tasker
Practice nurse:
Caroline Deriawish
HCA:
Haji Ahmed
Manpreet emailed Mrs Julie Sohal, she was
busy with school work, will arrange a separate
meeting for the newsletter. Will wait till August,
hopefully get a date and if not then the practice
will do this.
4.
Training
practice and
patient service
training
5.
General
information
6.
PPG member
suggestions
-
-
-
7.
Next meeting
date and time
-
Medical Secretary:
Ronnee Hooper
Phlebotomist:
Sarla Rathod
Reception staff:
Rosa
Ysianne
Marta
Amanda
Maclaren
Apprentices:
Zohra
We have medical students already and yesterday the
practice has been approved to train junior doctors
Patient service training for all staff was done on the
02/06, we had role play, understanding patient
expectations, etc.
A lot of new staff/staff changes, all discussed it might
be an idea to get uniforms, staff name badges or also
have a board with all staff members photos/names/their
work titles/etc.
One old phone number outside the practice needs to
be removed
Lastly, everyone agreed, that it might be a good idea
after all new staff was in place, to have a small get
together with all staff and PPG members
Uniforms are now worn by nurse and
phlebotomist, still waiting for other few things
30th of November – Wednesday
All above meetings to be held at 18:15 at the practice
There was a discussion about the meeting time
to have it at 18:15 instead of 1800, can all
members confirm please if 1815 is OK for the
next 2 meetings.
Signage in hand
Manpreet to arrange this as soon as building
work completed.