Patient Participation Group

Present

• Jill Clowes – PPG Chair
• Sheila Chesney – PPG, Vice Chair
• Helen Sutton – THMP (on teams)
• Claire Sears – THMP
• Michelle Stone - THMP
• Kayley Tilbrook – THMP
• Dr Ho – GP Partner - THMP

Apologies

• Lyn Adams - PPG
• Diane Hallett - PPG
• Janet McBride - PPG
• Carole Harper – PPG
• Nicki Flack (resigned)

Minutes of previous meeting

Everyone has agreed the previous minutes.

Jill has suggested that the Green Impact seems the wrong way round and that platinum award should have been the highest award but Claire has clarified that Diamond is the highest award for Green Impact.

Investors in People

Survey will be sent out on Monday. The level to reach is very high at Platinum but we are confident that we will achieve this.

Green Impact

We are currently ranked 4th nationally. We are working towards Diamond award.

Hersden Surgery

Redecorating has finished inside Hersden Surgery.

Customer Services

Drop-in sessions are going well. 2nd drop in session will be Friday 12th September.

GP capacity changes

Dr Cleverley has reduced his sessions by 2 sessions. Dr Heba joined our surgery and is doing six sessions.

Social wellbeing updates

Such as walk and talks, tennis, bereavement groups.

Values awards

Helen gave an update to the PPG on our recent values awards.

St Anne’s toilets / Training hub

Helen also updated the PPG with the St Anne’s toilets and what we are going to do with the room which will be moving the notes to the old toilets and converting the notes room to a training hub room.

Total triage

Will not be going ahead at present.

Nurse utilisation

Now at 85%. The problem is DNA’s and how to stop them. Kayley has been working hard on getting the utilisation up. Kayley has been looking at slot types and how they are being used and whether these are efficient.

Dictation turn around time and filing of documents

Claire still working on it. Referrals at one point were at 5 week backlog. Are now at 5 day turnaround time despite there being a lot of annual leave.

Filing of documents - At one point was around eight weeks, we are now at about ten days so a massive improvement.

Patients being made aware of normal results

Sometimes normal for one patient might not be normal for another patient. The only way to rectify this is for a clinician to comment on every blood test which would be extremely time consuming.

Digital inclusion and NHS Ambassador

There is a poster to say we are hosting sessions for patients to book in for joining the app and needing help with the app. Claire also got in touch with digital transformation team who confirmed that we are one of the best in the country for the NHS app usage. Olivia will be holding the session on 18th September.

Drop in sessions

Michelle has commented to say that she had four visits and this went very well. Hopefully with more advertising, we will see more patients. Michelle has done a reflection of how she felt it went. (Included in the minutes).

Michelle has advised that she will do a drop in to each site once a month to all three sites.

PPG involvement

Claire has passed the survey around to the PPG regarding what support do the PPG offer for the surgery. Once the survey has been discussed about what else we think the PPG could offer, we will feedback to the PPG. However, there is a limited amount of active PPG members at present so adding more work to the small team may be difficult.

Visits

Again, Lyn was unable to speak to patients at Hersden. There was a blip of PPG leaflets. Janet carried out visits at Beltinge and Sheila would do at St Anne’s. Sharon (Senior receptionist) was meant to be meeting Sheila but Sharon did not visit Sheila at all.

Lynn called Hersden a day before she was due to visit and had a long discussion with the receptionist as there were no leaflets at Hersden. When Lynn went to Hersden the next morning, there were no patients booked in and no one had informed Lynn the day before.

Lynn went to attend Hersden an alternative day but as there were no patients booked after 10:45am, Lynn wouldn’t have got there on time.

Sheila suggested that she collects the leaflets before the visits so that there is no confusion.

Summary of results

There were 15 patients and the age group was 50-69 years old. 2 patients had heard of total triage.

11 patients thought it was a good idea which was a good response, reservations were that this is long winded and the other reservation was that there could be potential delays in treatment.

Access to a use of internet – 11 out of 15 patients said yes. Only 5 of 11 patients use the NHS app and website and the reason was that the app is not friendly.

Test results – 11 out of 15 patients knew that they would not be informed if they had normal results although 6 of the patients thought this was not acceptable. Sheila also asked all patients if they knew they could view their results on the NHS App. 7 patients knew they could view them.

E-consult and the knowledge and use of e-consult. 7 patients knew they could book an appointment via e-consult. 10 patients didn’t know that they could book an appointment via e-consult. One patient said that they didn’t feel the need to use e-consult as they can ring the surgery instead.

Appointments are not always available. Remains dissatisfied with the appointment booking.

Sheila will be asking members if there are any new areas that they would want including in the next questionnaire (next year).

Governance Report

Not a lot to report on the governance report.

Jill asked Claire if there was anything that Claire would like to comment on from the report, Claire did not have anything to comment on from the governance report. Helen clarified that we have a governance officer that deals with all significant events and explained that we have quarterly significant event meetings.

AOB

Helen suggested a teams meeting with Claire and Jill before the AGM. Jill has suggested that if she steps down from PPG chair, she would still like to remain on the PPG group and Helen take PPG chair.

Sheila asked when the flu and COVID vaccines will be done. Kayley has confirmed that the invitations will be sent out hopefully in the next few weeks.

AGM is booked for 29th October but a venue has not been confirmed yet. This will need to be advertised by 15th October. Jill will do the agenda.

Next meeting will be 26th November at 3:30pm.

Meeting finished at 16:05pm.