PPG Meeting 26/06/2024

Face to Face Meeting: Wednesday 26th June 2024

The Practice Manager opened the meeting by thanking those present for attending. Explained that
PPG meetings had not been well attended during the COVID times and then due to some long term
staff sickness had lapsed. This meeting was an attempt to revitalise the group moving forward and
plan to hold 6 monthly.

PRACTICE UPDATE:

Staff Update

Dr M explained We have some GP Registrars working with us, currently Dr Godson, and they come in either 4 month cycles or 12 months depending on which year they are at in their training. We welcome back Dr Irfan in August and possibly another GP Registrar

New staff

New Receptionist Trudie joins us and was present at the meeting to meet the Group.

PCN

Dr M explained we are part of a PCN covering 44000 patients in the area and are working closely with them. We share ARRS Staff including Physio, Mental Health, Pharmacist etc and use the other surgeries premises from time to time. Patients should not be discouraged if we ask them to attend one of the other sites. Practices are literally bursting at the seams right now, so we have to
use any available space where we can.

ECG

Dr M explained that the practice are now able to offer 3 different kinds of ECG measurements, there is a 12 lead ECG which gives instant results, an app based ECG which uses a smart phone and the conventional 12 lead ECG done again by the Practice Nurse in the practice. All speeds up diagnosis and treatment for patients and avoids trips to hospital.

State of General Practice

Dr M explained how demand for appointments has changed since the pandemic, experiencing unprecedented demand on the service and with the extra waiting lists at the hospital this also impacts on the service hugely. Hospital waiting times were discussed and the waiting times for referrals/treatment is ever increasing.

The group commented that they never have a problem getting an appointment at the practice.

Abuse

The group were disappointed to hear that we have a number of patients on final warnings because of abuse of our staff. It’s not acceptable and will not be tolerated.

Practice List

has increased from 2800 in 2019 to just over 3800 now which is almost a 40% increase (37%)– we are responding to the challenges of a larger practice.

Capacity increases over the past 5 years % and numbers.

Dec 19 – 933 available appts/862 booked – DNA rate 4.9%

April 24 1868 available appts/1753 booked – DNA rate 2.4%

If we consider the growth rate of the practice at 37% and that would give us around 1300 appts – on 2019 figures – but actually we have increased available appts by 50% over the 5 years.

Data from May 24

Reception answered 2954 calls, booked 2021 appointments, 75% of which were face to face. 47 patients did not cancel their appointment and did not attend, this is mostly patients seeing the Nursing Team 7010 prescriptions were processed and 153 referrals made for further opinions.

If we consider the growth rate of the practice at 37% and that would give us around 1300 appts – on 2019 figures – but actually we have increased available appts by 50% over the 5 years.

DNA Rates: Mostly for our Practice Nurses and mostly for the 3 monthly injections, we are looking at ways of minimising this wastage of valuable clinical time.

Rooms

Every room is occupied every day apart from a very odd gap –despite us renting some rooms over at old Dr Murughan’s we remain at full capacity.

Surveys:

Friends and Family: These go out to patients every Friday for the weeks appointments and shows:

• May 2024 – Good/Very Good = 96%, Neutral 3%, Poor/Very Poor 1%
• April 2024 – Good/Very Good – 92%, Neutral, 2% Poor/Very Poor 6%

National GP Survey -Awaiting results of the National GP Survey

We have been rated 2406 of 6659 surgeries in the UK (Top 30% of the country) in the past, but this has dropped more recently possibly due, in some way, to the fact that the survey is externally sent out and does not necessarily capture the opinions of patients who have recently used the service.

Phone System

The practice now has a cloud based telephone system which is entirely modifiable. The Group liked the new telephone system and MR explained how the e-consultations and MMS menus are available for patients to use from the main menus, to avoid waiting on the phone, which was received positively.

NHS App

MR explained this is promoted as being system of the future, can book appts, order medication, arrange a hospital apt (via e-referrals) and send us a message.

E-Consult

Can send the practice a message e.g. order a sick note, minor symptoms etc can be directed through the website to easy pressure on the phone lines. IB tried to access this from his health app and the group said they would try to use in the future.

Facebook Page

This is hosted for us by a health IT specialist, advertise health campaigns, practice does post messages on there too. (currently 312 followers around 10% of the population)

Modern General Practice

MR explained that the NHS of the future requires us to move away from the system of GP does it all and to be more forward thinking in our approach to accessing healthcare. We may hate technology but is being imposed on us thick and fast. It was noted that the older generation do not always embrace technology and we should not forget them.

ANY OTHER BUSINESS:

LW commented that as a fairly new patient she did not know who was who at the practice and suggested we put pictures of the clinical team in Reception so that patients are made aware “who’s who”.

MR said that space was an issue but could look at moving a canvas off the wall in Reception (with the landlord’s consent) and put some pictures up (with the clinician’s consent).

The Group suggested that we produce a leaflet about all the services available at the practice and that this be made available to all patients maybe as a mailshot or attached to a text message. IB offered to help with any printing off leaflets if that was required.

Grounds

The Group mentioned the overgrown areas of bushes on the Car Park, the hedge at the front of the building means car doors have to be opened onto the bushes. This is off putting.

Bin at the front of the building

PC reported this was missing. MR explained it had been damaged beyond repair following an RTA.

The meeting was drawn to a close and all in attendance again thanked for their input and time.

The Group stated that they are was very pleased with the service we give and how blessed they feel to be part of a practice which provides very good care.

NEXT MEETING:

To be arranged in 6 months (December 2024)