Minutes of Patient User Group Meeting. Coastal Medical Group. Tuesday 10 th February

Transcription

1 Minutes of Patient User Group Meeting Coastal Medical Group Tuesday 10 th February 1. Clinical Commissioning Group Patient Liaison Group (CCG PLG) Sylvia Welberry (CCG PLG Chair) introduced herself to the group. Sylvia explained that the CCG PLG group was in its infancy, being formed approximately 3 months ago. The main purpose of the group was for patients/service users to give their feedback/input into service design/development. As the CCG look at new services which they would like to develop, these services have to go out to the public for consultation and that is the main purpose of the group. The group currently had a database of around 700 patients who are involved to some extent in the group. Some attending meetings, others simply being on the mailing list for proposals to be sent out to and given the opportunity to give feedback. Although in its infancy, the group aims to meet on a monthly basis and has 3 rotating Chairs, meetings are currently held in the Moor Lane Building in Lancaster. Howard mentioned that it could be good to hold some of the meetings outside of Lancaster, perhaps using some of the rooms upstairs in Heysham Primary Care Centre. The group discussed how minutes of the PLG meetings could be shared out and sent on to our Patient User Group Members, Stella also mentioned that we could send these out to our CMG Virtual Group. The PLG are very keen to get more members involved with the group and asked for details of anyone who might be interested. The group thanked Sylvia for attending the meeting and invited her to stay for the remainder of our meeting. AP: If anyone is interested in getting more involved with the CCG PLG, please forward your name & contact details (via Stella or Angie at the practice) and we can forward details to Sylvia. 2. Unplanned Admissions (UPAD) Stella invited Jo McClintock (UPAD Clerk and Senior Receptionist) to explain a little about UPAD. Jo explained that the purpose of the UPAD initiative was to put together a register of those patients who are most at risk of an unplanned (& potentially, unnecessary) hospital admission by creating Care Plans for all those on the register. The Care Plans would hopefully prevent/reduce the number of emergency hospital admissions.

2 There are currently 633 patients on the UPAD Register. Patients were identified through various sources including GPs/District Nurses/Long Term Conditions Nurses/ Nursing & Residential Home pts/those with high A&E or Same Day Health Service usage (patients identified on a Clinical Dashboard if they have had 3 or more emergency hospital admissions within a 12 month period). Each patient on the register will have a named Care Co-ordinator who may be a GP, a District Nurse, Long-Term Conditions nurse, Janet Ingram (CMG Nurse Practitioner) or Jane Lyde (CMG Chronic Disease Nurse). Care Plans for each patient have been pulled together with information from the patients medical records and liaison with the patients/carers. Copies of these Care Plans can then be sent to patients at home & may prevent emergency admission or at the very least, accompany a patient into hospital with them. Patients on the register should be reviewed every 3 months as a minimum. The practice currently has 2 UPAD Clerks, Jo & Sharon, their work involves running searches on the system to highlight who is due a review/when. When patients are added onto the register, they are given Jo & Sharon s details and patients are able to contact them directly. 3. Friends and Family Test (FFT) results for Dec/Jan Stella had pulled together the feedback and figures from the December & January Friends & Family Survey s. Overall, the feedback was very positive with 85.9% of those who completed the survey saying they would be extremely likely or likely to recommend the practice. The surveys have been completed via different methods including paper survey s in practice, via the practice website and also through text messages being sent out after patients have attended appointments in practice. As always, there were both positive and negative comments about the practice with the highest areas of concern being appointment availability/prescriptions/continuity of care/reception confidentiality & telephone service. All of the above are areas that the practice is continually focusing on to try to improve the service we provide. Stella explained that where it has been possible to identify any comments about individual clinicians or staff these would be discussed with the individuals; comments about teams would be passed to team managers to take forward; issues re appointment availability and continuity of care will continue to be discussed at both Senior Management meetings and in working groups looking at these very issues. Any actions being taken to address themes would be incorporated within the Patient Satisfaction Survey Action Plan to be discussed later in the agenda.

3 Stella also highlighted some comments from patients who had completed the survey by text. Apparently due to the number of characters two texts have to be sent a first one asking for a rating and a second for any comments which had caused irritation to some patients. Stella advised that she had asked the IT team to change the wording of the text to address this concern. The results of the Friends & Family Test are being published on the NHS Choices website and that is the same for all practices. Within the Practice it was intended to put posters up at each site. Helen provided a draft poster for patients to consider and this was approved. As well as the standard question which has to be included on the survey, practices can also choose another question of their own which they can include. It was decided that alternate months the practice would include their own questions which would focus on various areas of the practice. In February a question regarding the new information TV screens will be included. In future months we may look at the nursing team/prescriptions etc. User Group members were also invited to come up with ideas for future questions to be included on the FFT surveys. Stella also asked PUG members now they felt the above information should be communicated to patients and it was agreed that these should be incorporated within the quarterly patient newsletters. AP: Stella to include a feature on the above surveys in future newsletters AP: Patients to consider if there are any questions they feel would be useful to obtain feedback on within the FFT surveys 4. Change of Timing of Release of Routine GP Appointments to 10am Although the patients who were at the meeting had not experienced booking of routine appointment since the system had changed, it was felt that certainly from the practice point of view, the system was an improvement, especially with regards to the number of telephone calls coming into the practice at 8am & making it easier for patients with urgent matters to get through. The group discussed the advantages of having a dedicated que point at reception at 10am so that those waiting to book routine appointments weren t having to que with all other patients. Action Point Discussions at Reception Team Meeting Dr Moore also felt that by asking patients to ring earlier for urgent medical problems, it was actually making patients think a lot more about their condition and whether it was actually an urgent or routine matter. One or two comments had been received as to why the times had been and it was recognised that unfortunately whatever time appointments were released, there would always be some people who would find the timings difficult. On the whole, it was felt the new system was an improvement

4 Action Point Practice to Continue to monitor and include in a future Friends & Family Survey. 5. Review of Patient Survey Action Plan The group went through the updated version of the action plan. Progress will again be reviewed at the May PUG. PUG members agreed that at this stage no further actions were required as a result of the feedback from the Friends and Family Test (discussed earlier in the meeting). 6. Patient Newsletters 7. Registration Packs The group looked through January edition of the patient newsletter. Feedback was all positive, the group thought the content was good, the illustrations helped to break up the text and made the newsletter more eye-catching. Further copies of the New Patient Registration Packs were given out to the members to look through prior to the next meeting when the contents of the packs will be reviewed. 8. Any Other Business Telephone Access Beverly mentioned that a times she still found telephone access difficult. She had recently tried to contact the practice via telephone, on 3 attempts having waited for longer than 5 minutes for the all to be answered however on the 4 th attempt it was answered almost immediately. Beverly was simply passing comment as she is very aware of the work the practice is constantly doing with the aim of improving telephone access. The group discussed how this hard work & effort could be communicated to all patients. Pt Information Screens Excellent feedback had been received on the new screens which have been installed in the waiting areas at all 3 sites and the quality of the information that is being displayed. GP Routine/Urgent Appointments Angie talked about the slight alteration in the proportion of GP Routine to Urgent appointments after seeing a continued underuse of Urgent appointments over the previous few months. The decision had been taken to reduce the daily urgent appointments slightly & replace with 24 additional GP routine appointments across the week. The practice had also reviewed the number of slots that are protected as Walk In Urgent appointments which have always made up part of the evening & early morning surgeries for patients who may need seeing urgently on site. As these were

5 often underused, it was decided to change some of these slots to GP Review appointments for those patients whom the GP requires to see again within a short space of time (ie 1 or 2 weeks). Both of these changes are planned for introduction w/c 23 rd February. Stella also mentioned that some GPs had pre-bookable appointments available at the weekend when they were working for the 8 to 8 service. These appointments were specifically aimed at those patients who struggled to attend practice during the week. Memory Clinic Stella had received an item for discussion from a member of the group who was unable to attend the meeting. The issue related to the lack of support/follow up from the Memory Clinic or the Practice with patients being diagnosed with memory related conditions and then a feeling that they were being sent away to get on with life with little support. There was an acknowledgement of understanding that the service was probably very busy however just small things such as information leaflets/website links/liaison with social services etc would be beneficial. Action Point Stella/Dr Moore to feedback to Memory Clinic. Sylvia would also discuss this issue at the CCG meeting planned for Wednesday 11 th Feb. 9 Date & Time of Future Meetings Thursday 21 st May 6.30pm- Heysham Primary Care Centre Tuesday 18 th August 6.30pm Heysham Primary Care Centre Thursday 19 th November 6.30pm Heysham Primary Care Centre