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Patient Participation Group Minutes - September 2024

 

Present

  • Jane Carmichael
  • Lorne Williamson
  • Jose Hales
  • Dr Sarah Allum
  • Katrina Skarsten ( Practice Manager)

Apologies

  • Rosalind Wing
  • Jacqueline Rogger
  • Vivienne Brown
  • Patricia Wilkinson
  • Ruth Katz
  • Jean Wilmshurst

1. Introduction

  • Introductions were given and apologies were taken.
 

2. Terms of Reference & Code of Conduct

  • The Terms of Reference and Code of Conduct were sent out prior to the meeting. They were not discussed at the meeting as we were not quorate – so will carry over to the next meeting

Action: Carried over to next meeting

 

3. Identifying a chair

  • We were not quorate so carried over to next meeting.

Action: Carried over to next meeting

 

4. News from the Surgery

  • New telephone system: We had a new telephone system installed, which has helped with ensuring that calls are answered from a single queue. Calls are monitored and the answer rate has increased, with patients generally being answered within 15 minutes, but the majority are answered within 8 minutes. The new system also tells patients where they are in the queue.
  • It has received a very positive response from the patients who have seen a big improvement in how we handle our calls.
  • General Practice Improvement Programme (GPIP): As a surgery, we have signed up the GPIP programme, which is a 6 month programme looking at how we can improve our patients’ experience, and ensure that we are working in the most efficient way for both the staff and patients. It is an intensive programme, involving weekly meetings with a consultancy firm, looking at collecting data on where we are now, and where we need to perhaps work differently to ensure that we are providing what our patients need. The pressure on Primary care has increased.
  • The PPG were keen that patients were informed that this process was being undertaken, and it was agreed to discuss this with the Partners

Action: KS to discuss with Partners on how to inform the patients that this programme was being undertaken

  • The PPG discussed getting some feedback from the patients on where they felt the Surgery could make improvements. KS mentioned that we have the Friends and Family test, and we discussed the best way this could be sent through to the patients. Ks mentioned that we are running a Pilot with patients who attend the HUB for their appointment, where the surgery sends a text with a link so that they can fill in the card. 
  • It was agreed that the Friends and Family cards should be more visible in the waiting room

Action:  to look at positioning the Friends and Family feedback cards in a more prominent position

 

5. My Chart

  • The question was asked whether GP’s had access to MyChart, and the answer is no. MyChart enables patients to view their results etc when they have had appointments with Addenbrookes. Unfortunately, this does not talk to the system that GP’s work on, so GPs have to wait to see the results through discharge letters etc. This can be confusing for patients, as they often have the results before the GP’s get them. 
  • Granta surgeries are running a pilot to see if and how GP’’s might be able to get access.
 

6. General Practice Medicine – where are we now

  • Dr Allum provided an update on the pressures that General Practice find itself in. GP’s are being asked to do much more with less funding, and this is putting a big strain on Practices- with many choosing to no longer Practice. 
  • General Practice is also looking to provide some more digital answers, getting patients to use AccuRx more for on line consultation and queries, including medication queries. Orchard Surgery is no exception, and we are trying to support our patients in using the NHS app more rather that ringing or attending the surgery in person to alleviate some of the pressure at 8:30 am.
  • Practices are also looking to signpost patients to other services such as Pharmacy first to deal with some of the minor illnesses that can be supported by them.
 

7. What does the PPG see as a priority for us to improve:

  • The PPG suggested that we should keep our patients more up to date with what is going on in the surgery. The suggestion was to provide more information about how to do things, where to signpost people to. A suggestion was to include a piece in the Melbourn village news every quarter.

Action:  To investigate having a column in the Melbourn village news magazine

  • Repeat Prescriptions – This was mentioned as some medications that are no longer needed remain on the repeat templates, which can be confusing to patients – would it be possible to clear those up. Dr Allum explained about our Pharmacy team and what they are responsible for which includes medication reviews
  • Referrals - There was some confusion as to whether patients are informed that referrals have been done or not. There should be ab automatic text going out to patients to inform them that the referral has been done, to contact the department they have been referred to to chase.

Action:  To check that the automated messages are going out

  • Surgery Lighting-  Can the Surgery lighting be looked at now the evenings are getting darker. It is very dimly lit, and could this be improved.

Action: KS to investigate the lighting 

 

5. Next Meeting Dates

The proposal was made to hold the meetings in the evening to support those who may wish to join and who commitments during the day. The meetings to be held in reception at Orchard Surgery. Dates agreed were:

  • 9th December 2024: 6:30 pm to 8pm
  • 10th March 2025: 6:30pm to 8pm
  • 9th June 2025: 6:30pm to 8pm
  • 8th September 2025: 6:30pm to 8pm
  • 8th December 2025: 6:30pm to 8pm

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