Patient Participation Group
Minutes of Meeting held in Newcastle Surgery 19 3 2008
Present: Mrs Kathleen O’Higgins, Mr Michael Keown, Mrs Mary Boden, Mr Richard Byrne, Mrs Elizabeth Skuce, Dr W.D. Bready, Dr C Leggett, Mrs G McCann,
Mrs P Bannon, Mrs P. Brady
Dr Leggett presented the findings of the latest patient Survey to the Group, this had been conducted earlier in the year 300 leaflets had been issued and 290 had been returned.
The patient participation group were given a copy of the results for consideration.
Samples of the answers were given and Dr Leggett explained that from these we were looking for trends. Previous surveys had lead to improvements in the telephone system, Jx boards and Internet access to appointments and prescriptions.
The main concern from this survey appeared to be getting a doctor of your choice within 48 hours. Dr Leggett explained that we are a group Practice and on a split site so therefore all the doctors would not necessarily be on each site every day.
Mr Byrne stated that he was aware of our system of triage and that the Nurse Practitioners could speak to any patient and deal with their request, if this was not possible they could arrange for the doctor to contact the patient or arrange a suitable appointment.
Dr Leggett mentioned about the Practice website, around 20 –30 patients already use this facility, Mr Byrne suggested that we try and advertise this more through flyers or posters within the Surgery.
Mrs O Higgins suggested that we supply more cards with the Surgery telephone number.
Mr Keown raised the issue of telephone number barring; with this facility he cannot phone the surgery, as it is a non-geographical number. Mrs Brady suggested we contact BT to see if certain numbers can be accepted without having to fully remove the bar on the phone.
The survey also suggested providing toys in the waiting area for children, Dr Bready pointed out that there was a risk of infection with soft toys, Mrs McCann informed the group that toy boards have been ordered, these needed to be wipe clean and safe to use.
Disability access has been improved in the Surgery through the addition of automatic doors, loop system on telephone and the use of the Jx board for calling patients with hearing difficulties.
Mr Keown raised the issue of annual prescribing, he wanted to know if we could arrange to allow for variations in quantities ordered each month especially when they were not needed. This is difficult in that the only medication on annual prescribing are those items which are taken regularly and at specific times.
The issue of different types of medication being prescribed was also raised, in that, the shape and colour of tablets can vary each month depending on the suppliers source. Dr Bready explained that pharmacy’s needed to get supplies from the most economic source so that resources are not wasted. Mr Keown also raised concerns around fake medication which had been highlighted on a recent television programme. Dr Leggett suggested we contact our prescribing advisor to check that quality control regulations are being met in order that patients feel confident with all supply sources.
Mrs O Higgins raised concerns about people with anxiety or mental health issues who would not feel able to convey to receptionist the urgency of their needs. Dr Leggett felt that reception staff would be aware and mindful of patients needs but that new staff may need training in these issues. Mrs Brady mentioned that we do have several staff training days throughout the year and these issues are usually discussed and that staff would try and accommodate patients according to their needs. More leaflets and information about how the practice system works should be made available in order to allow patients greater access to the facilities provided
Mr Keown felt that the appointment system had been improved with the Nurse Practitioner and triage list. Urgent appointments are available every day, which are allocated by the nurse practitioners and doctors as they see fit, but messages can be taken and details passed to the Doctors who would deal with concerns as soon as possible.
Mr Keown suggested that the check in screen could be moved to the hall in Castlewellan to allow greater privacy for patients.
It was suggested that a copy of the minutes of the patient participation group and the results of the patient survey be made available at each practice, this may encourage greater participation of patient groups in the future.
Dr Leggett thanked everyone for coming, he assured the group that issues raised would be discussed and improvements made were necessary.