PPG Meeting 20/11/2019

Date: 20 November 2019

Present:

Practice Update:

Dr Manickam opened the meeting by introducing our new Practice Manager. He also mentioned an addition to the admin staff of a new part time receptionist. He then went on to thank the patients that had come along and briefly for those who have previously not attended, the purpose of the PPG.

Text Messaging

Dr Manickam spoke of the new system in place for sending text messages to patients offering routine appointments or to discuss test results. It can also be used to advise patients to book medication reviews or to collect forms, paperwork or prescriptions from our reception. This is a more efficient mode of communication than via the telephone and direct for the patient. It is also a time saving tool as quicker than telephone calls. It is also advantageous as it remains a permanent record on patient’s notes that we have contacted them.

GW commented that this was a good idea as most people now have a mobile telephone.

CQC

Dr Manickam went on to state that we as a practice have recently participated in a Telephone Inspection by the CQC in which Dr Manickam, Practice Manager and Reception Manager took part. The outcome of this was that we maintained our “Good” rating.

Margaret went on to add that as a GP Practice we have had 87% positive feedback from a Patient National Survey and a recent in-house survey came back 100%. This relates to whether patients would recommend the practice others.

Flu Campaign

The meeting moved on to discuss the flu immunisation campaign currently under way. We had a tremendous response to various ‘flu clinics’ set up in surgery as well as invites being sent out for child nasal flus and invites for Carer’s and other eligible patients.

Online Services

DG said that she had had a few problems re-ordering her prescription items electronically. It was explained that we have had a few minor setbacks with the online services which hopefully will resolve itself, the process still in its infancy.

GW said that he uses it regularly and has had no problems and is very pleased with its availability.

Dr Manickam mentioned also the success of Telephone Consultations and that in time there will be on-line consultations.

GW asked if telephone consultations can be booked on-line.

• As yet they cannot, but selected routine appointment slots throughout the week can be accessed on-line and booked.
• Margaret stated that now 25% of appointments are available to book on-line.

Over the Counter Medicines

Dr Manickam went on to discuss over the counter medications and the push to get patients to buy such remedies as anti-histamines, eye drops and creams themselves. Some chemists as well as treating minor ailments can also give anti-biotics. Some items are actually cheaper to buy over the counter. There are numerous promotional leaflets issued to the general public to buy such items, including
paracetamol, folic acid etc. This will help overall with costs to the NHS and save appointment times.

Appointments

GW asked about the waiting times for appointments. Nationally it is getting longer and can now be anything up to 2 weeks, whereas 5 years ago it was 2 to 3 days. Again on-line booking facilities plus over the counter medications and Pharmacy in-house advice all help reduce GP appointment waiting times. This is why telephone consultations have been set up to alleviate some of the burden as well as the GP Network.

GW then asked Dr Manickam to explain how the Network operates.

Dr Manickam outlined briefly that it is run and used by local surgeries and shared by local GPs who each manage sessions there on weekday evenings and Saturday and Sunday mornings. Also that the GP’s have full electronic access to all patients’ notes.

DW asked what specifically Pharmacies can treat without seeing a GP.

Dr Manickam went on to list some of these, stating that GP practices lists are increasing alongside a general nationwide shortage of General Practitioners although the government has promised 5,000 more GPs.

Margaret however, did reassure that urgent on the day appointments can still be booked if needed.

National Diabetes Prevention Programme

Dr Manickam explained that Diabetes type 11 is also on the increase and that it was important to educate the general public on lifestyle and to be aware of the early signs of onset diabetes. Preventative measures offered i.e. diet and exercise.

One Health and Care

Dr Manickam explained a new development in Staffordshire – When you receive care and treatment for example, from your GP or an Accident and Emergency (A&E) doctor a record of this is recorded on their organisation’s computer system. Normally those systems can only be accessed by professionals within their own organisation, so a GP would not be able to view the A&E record and the A&E doctor would not be able to view the GP record, meaning your medical history may not be available immediately to view in order to make decisions on your care

One Health and Care takes a summary of this information from the partner organisations so an integrated patient record can be viewed by the health and care professionals of the participating organisations involved in your direct care.

Information is only viewable by permitted health and care staff in accordance with local system access policies. All data viewed within One Health and Care is fully auditable. This will help provide you with better and safer care. Your information will be held securely and only shared with staff members in the partnership organisations who are directly involved in your care and support. All staff are bound by professional confidentiality.

Did not Attend

GP asked about how many surgery appointments are not attended.

Dr Manickam stated that unfortunately this is a considerable number each week (around 5-6%), but that it is hoped that now appointments are booked with a text to confirm and also a reminder prior to appointment date, this figure should reduce.

Patient List

DG asked if the practice is still taking on new patients.

Dr Manickam explained that we are still a small practice compared to many in the vicinity, and therefore room for growth. Locally there are many new housing developments underway so numbers are expected to increase in the near future.

Waiting Area

GW made a suggestion that it may be worthwhile to alter some of the leaflets and information sheets in the reception/waiting area bigger and bolder, perhaps with large headers to draw patient’s attention.

Margaret said she would look into this, especially as some of the notices are mandatory and must be displayed, leaving little room for the patient health information.

Dr Singh

GW asked when Dr Singh planned to fully retire.

Dr Manickam said it was his intention to remain for at least another 12 months, doing one morning surgery a week and providing holiday cover when necessary.

Dr Manickam thanked everyone for attending and closed the meeting.

Next meeting –around April 2020.