Minutes of Patient Participation Group (PPG) Meeting Beckett House Practice pm Wednesday 8 th July 2015

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1 Minutes of Patient Participation Group (PPG) Meeting Beckett House Practice pm Wednesday 8 th July 2015 Attendance from the Practice: Dr Elizabeth McGinn (GP Partner), Sandra Connolly (Practice Manager) 7 patients attended the meeting. Sandra welcomed everyone to the meeting and introduced herself and Dr McGinn. Agenda: 1. Review of actions from last meeting 2. Introduction to Primary Care Navigators Pilot 3. GP Access 4. Update on the work of the Committee 5. AOB 1. REVIEW OF ACTIONS Sandra updated on progress against the action points from last meeting. Volunteers to set up a Committee for the PPG Sandra requested a smaller group of patients to meet in addition to wider meetings to plan events and seek practical ways in which the patient groups had to support the practice. Volunteers were requested to give the names of the end of the meeting or to contact Sandra. Outcome: Group established and has met twice. More details in agenda item 4. Increase frequency of meetings Request from the PPG to have these meetings 3-4 times per year. Outcome: Meeting today scheduled within new timeframe. Addressing issues of concern to patients Request from the PPG to focus on particular topics of interest to patients such as women s health. Outcome: Committee suggested GP Access as topic. Included on agenda. 2. INTRODUCTION TO PRIMARY CARE NAVIGATORS PILOT

2 Sandra welcomed Marly, our Practice Administrator, who introduced the group to the Primary Care Navigators programme. Background- 11 practices and a number of pharmacies across Lambeth participatingincluding Beckett House and Harfleur pharmacy. Marly and Luz, who is a Receptionist at the practice are our Primary Care Navigators (PCNs) In practices administrative staff or HCAs are being trained via a programme developed by the National Association of Primary Care (NAPC) for a navigation role. The pilot focuses on diabetes bringing in all the related vascular mediated conditions. If successful, this pilot will act as a prototype to develop an approach effective for all long term health conditions and issues. Role is to identify people in need of support at an early stage, have discussions as to what would be support them and navigate them to services that could help them, many of which will be through the voluntary sector. PCNs will have access to a navigation tool in the form of an information prescription. The information prescription is produced and regularly updated by the Guidepost Trust and also draws from other existing local directories. Aims- Encourages local people to look after their own health and ensure that they receive the right support to stay healthy. To ensure a positive patient experience. To utilise the wider primary care team- supports busy GPs and nurses. Closer working with pharmacy and voluntary sector How it works- Marly and Luz will have dedicated time set aside for this new role. Patients can be referred to them by the doctor or nurse or can come and speak to either Luz or Marly directly without a referral. The PCNs will also contact patients they think may benefit from the service. The PCN role is not to act like a doctor or a clinician; they will not fix patients problems but guide them to right service. We hope the pilot will be successful and that the role can become part of usual GP teams in Lambeth. 3. GP ACCESS Sandra gave a presentation on GP Access to the group, which was followed by a Q&A session. Background- There is a rise in demand for healthcare services. We have an older population with more long term conditions, of which we manage more in primary care. There are rising expectations of the health service. At the same time practices have seen a reduction in income: 90% of patient contacts in NHS happen in primary care, but

3 spending on primary care is now less than 9% of overall NHS budget. In practices our income is increasingly linked to short-term incentives. Practices are experiencing workforce shortages with lots of clinical staff retiring and nationally GP training places are not being filled. Funding- Our main funding is based on the number of registered patients at the practice. This is weighted by age and sex, so some patients who are likely to be low users of health services are funded at a reduced amount. In Lambeth our funding was reduced when our contract was reviewed 4 years ago. We have also had patients removed from the practice through list cleansing exercises where patients who are believed to have moved away are targeted for address verification. Appointments o The requirement of our contract is to offer 3.5appointments per year, per patient. Last year this was 22,852. We offered appointments (an extra 3,000) o We offer routine appointments which can be booked in advance and urgent appointments on the day. o We offer both face-to-face and telephone consultations and home visits additionally, as required by housebound patients o If a GP is away we cover on average a third of their appointments with locum doctors, but often locums do not improve access as patients need to return see their regular GP. o Many appointments are wasted as patients don t attend or call to cancel. Last year 2058 appointments were missed. We text reminders as a courtesy, but find that this doesn t reduce the number of missed appointments. Other work Often patients think the doctor is not busy if there is no patient in the room. There is a significant workload for the doctors associated with looking after patients, apart from actual consultations. This includes: o Working with other professionals- virtual clinics where patients with complex problems are discussed with visiting specialists, joint reviews with other professionals such as district nurses and meetings with health visitors, palliative care nurses and so on o Paperwork and hospital letters all have to be read and actioned- we receive over 400 letters per week o Test results- checking all results and contacting patients with abnormal results, reviewing treatments accordingly o Prescriptions, per day ( 34% of our patients are on repeat medicines) o Dealing with general queries and messages o Enhanced services, eg care planning to avoid patients being admitted to hospital if they can be cared for at home, medicines management work to optimise prescribing, proactive work to manage patients with long-term health conditions

4 o Medical reports and certificates Patient feedback Whilst we know that patients can be frustrated when trying to get an appointment that is convenient and as quick as they may like, the outcome of the patient survey shows that generally our patients are satisfied with our access. A sample of the results is below, but the full report can be found at o 85% of respondents describe their experience of making an appointment as good o Local (CCG) average: 72% National average: 73% o 87% of respondents say the last appointment they got was convenient o Local (CCG) average: 90% National average: 92% What we have tried o We are increasing online access as an alternative way for patients to access our services. o We offer telephone consultations in addition to face-to-face appointments. o We advise patients of the Minor Ailments Service at our local pharmacy. o As part of a scheme to get nurses to work in general practice, we have been part funded to employ a new nurse. Sadia is providing an extra 2 days per week of appointments whilst she completes her practice nurse training under the supervision of our Practice Nurse, Sharon. o Lambeth practices came together and have been successful in a bid to the Prime Minister s Challenge fund which will mean 4 access hubs will be opening in Lambeth from September. Our receptionists will be able to book appointments for our patients at the hub 8am-8pm Monday to Friday and 10am-6pm on weekends. More news to follow. 4. UPDATE ON THE COMMITTEE Following on from the last meeting 5 volunteers agreed to help form a committee. The group have met twice to start thinking about how the committee and the PPG can develop. They were joined by Sandra, on behalf of the practice and Wai- Ha Lam, Development Worker for the Lambeth Patient Participation Group Network. The group is very new, but members have already attended local PPG events and are developing their terms of reference. They have also produced a poster to promote the patient group. We would like 10 patient members in total

5 and so are seeking more volunteers. 5. ANY OTHER BUSINESS Newsletter & Website The practice has developed our newsletter and would welcome any feedback and comments or ideas for future editions. It has been ed to our circulation list and is available via our websitehttp:// We are also updating the practice website and invite patients to visit Again we welcome and feedback or requests for content. Next meeting to be scheduled for Oct/Nov

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