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Patient Reference Group Minutes

Horne Street Surgery PRG Meeting Minutes

Date: 23 February 2017

Venue: Horne Street Surgery

Time: 18.30 – 20.00

Attendees:

Staff:

Dr I Hussain

GP

Dr M S K Niazi

GP

Shama Hussain

Practice Manager

Val Clegg

Practice Nurse

Shamim Akhtar

Phlebotomist/smoking advisor/admin

Tracy Brennan

Receptionist

Vijaya Deverapalli

Health care assistant/minute taker

 Patients:

Mr DL, Mrs CL, Mr GH, Mr RD, Mr MH, Mrs MA, Mr SU

Apologies:

Mr BH, MS SS, Miss JP, Ms SK, Ms SB.

Welcome & Light Refreshment

Topic Discussed:

  • Dr Hussain’s Retirement on 31 March 2017
  • Discussed patient access plan from April 2017
  • Improving Patient Access

Dr Hussain’s Retirement:

Dr Hussain has notified NHS England that he intends to retire from practice with effect from 31st March 2017. 

From 1st April 2017 Dr Niazi will be only GP working at Horne Street Surgery, surgery will be run same as before and patients will be provided access adequately as now.

Practice is employing ANP:

  • For time being practice is not taking a partner as GPs are not interested joining as partner.
  • Surgery advertised the both posts G.P and ANP, but most of the Doctors don’t want to become partners, so trying to get long term locum for time being.
  • Eileen our advance practice nurse will continue working 2 full days on Mondays and Tuesdays.
  • Practice employed Subhan (ANP), who is working full days on Wednesdays and Thursdays.
  • Dr Niazi’s sessions will run same as it is. 
  • Practice is updating their practice leaflet very soon. 

In-house patient survey:

Mrs Hussain informed all group members as discussed in previous meeting, surgery is running an in-house patient survey, practice will appreciate if group can help practice by passing message to patients to come to practice and fill the survey form. Patient survey forms been handed out to patients to fill this in and drop this to reception.

Online Registration:

Mrs Hussain explained that only 2% patients has been registered for online registration and NHS England wants all the practices to achieve minimum 10% of practice population to registered online.

Patients raised few login issues and email information e.g. system is bit complicated. Sometime password doesn’t work.  Mrs H asks them to have a go with online login and let practice know if there is any problem.   Dr Niazi explained the group benefits of online registration;

-          Can book online appointments

-          Order repeat prescription

-          Check if patient have any allergy

-          Access to Summary care record

-          Access to read coded medical record including Blood Tests results.

 You Said we Did:

  • Reducing Telephone Ques:

You said surgery telephone is very busy, always in ques.

We did introduce new system, patient can call 8 – 12 pm to get same day Triage appointment have reduced the telephone que to some extent.

  • One of the group members raised issues making an appointment; some days when they call to make an appointment;  by 9am all appointments are gone.
  • Mrs Hussain explained generally Mondays and Tuesdays are busy days.  Tuesdays Dr Hussain does Diabetes review clinic so there are only limited appointments available.  Again Thursday is baby clinic and practice has limited appointments.

Appointments:

You said want more appointments.

Surgery offering more appointment in new appointment system, between 2 GPs practice offering more than 75 appointments per day excluding extended hours.  All the appointments are same day appointments and are telephone triage.

  • Appointment Changes from April 2017
  •  From April practice is offering pre-booked appointments to our patients, which can be booked 4 weeks ahead.
  •  Increase in online appointments for patients ease to book an appointment.
  •  All minor Ailments are going to be seen by advance nurse practitioners.

 AOB:

PRG group members want to arrange a farewell party for Dr Hussain.

 Next Meeting TBA

 Action Plan for 2017 - 2018:

Issues

Action Plan

Completion Date

Book Ahead Appointments

There are 8 pre-booked appointments available 5 days a week, which can be booked 4 weeks ahead.

1st April 2017

Cope with Health Problems

Care plan for chronic disease patients, sign posting for local community groups. Referral to local services.

1 May 2017

Practice Help patients to keep well

Poster, Notices, Leaflets for patient where to go for help and advice. Identifying some key local support groups, NHs Choice, Healthy Living etc.

30th April 2017

Telephone Access/appointments

Ongoing problem, practice has done audits on telephone demand; Monday, Tuesday and Thursday are the busiest day when demand is higher than other days.

Extra 10 appointments each day will be increased on Monday and Tuesdays.

 

 

30 April 2017

 HORNE STREET SURGERY

Reducing Telephone Ques

 

Appointments

Again Audit taken place in month of October - December to re-assess our capacity and demand of appointments.  In order to make changes to improve access. Still Monday and Tuesday are the busiest day of week.

 

From 1st April patients can pre-book appointments with our ANPs for face to face consultation.

 

Appointments:

  • Telephone Triage
  • Same Day Appointment
  • Pre-Booked Appointment
  • Winter Pressure
  • Extended Hours
  • Practice Nurse
  • Nurse Practitioners
  • Health Care Assistant
  • Phlebotomist/Smoking cessation Adviser
  • Hypertension Clinic provide by Pharmacist
  • Online services to book an appointment, order repeat prescription, access to summary care record.

 

Practice Issues

 

DNAs: High Volume of DNAs despite of same day appointments.

 

 

Telephone

Patients can call practice 08.00 – 12.00 to book same day appointment.  This has reduced the call volume to an extent.

 

We are also looking at what our current telephone operating system can do to improve directing you to the most operate person to deal with your call, freeing up the appointment lines.

 

Horne Street Surgery PRG Meeting minute 20.3.14.docx

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