Hurley Group the Lister Primary Care Centre Dr the Lister Primary Care Centre

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1 DRAFT South Southwark Locality Patient Participation Group Tuesday 16 September, 5.30 to 7.30 at St Giles Surgery Chair: Ela Kwasny-Spechko Camberwell Green Practice and Camberwell and Peckham patient representative on the Engagement and Patient Experience Committee. Attendance List. Patient name Delia Morgan Tina Thorpe John King Margaret Hughes Pam Cooper Kwame Ocloo Dadoo Suttar Ela Kwasny-Spechko Michelle Farrington Ken Arkley Angela Buckingham Liz Sibthorpe Adam Black Margaret Dorman Gill Portwine Tony Jonson Louis Margiotto Lesley Korlone Saffina Zafal Thomas Ross Peter Offord Rebecca Scott (RS) Practice represented Forest Hill Road Group Practice Forest Hill Road Group Practice Hambledon Clinic Camberwell Green Practice Elm Lodge Surgery 306 Medical Centre Gaumont House Surgery Camberwell Green Practice Hurley Group the Lister Primary Care Centre Dr the Lister Primary Care Centre Concordia Parkside Medical Centre St Giles Surgery St Giles Surgery The Gardens Surgery Concordia Melbourne Grove Medical Practice Sternhall Lane Surgery DMC Chadwick Grove 306 Medical Centre Concordia Melbourne Grove Medical Practice Concordia Parkside Medical Centre Acorn Surgery NHS Southwark CCG

2 Tamsin Hootin (TH) Dr Roger Durston (RD) NHS Southwark CCG GP Camberwell Green and NHS Southwark CCG clinical lead. Cathy Jeffrey (CJ) Management support for South Southwark locality Apologies from Mairead O Hanlon Glossary of Terms CCG, Clinical Commissioning Group EPEC, engagement and patient experience committee** PPG, Patient Participation Group PPI, Patient and Public involvement **The 4 South Southwark practice reps on EPEG are Ella Kwasny-Spechko, Dadoo Suttar, John King and Mairead O Hanlon Minutes and matters arising Minutes of July were noted and amendments and corrections recorded Update on Dulwich Area development Rebecca Scott (RS) RS summarised the engagement and consultation process to date and thanked all the Patient Participation Groups for their valuable contributions to the discussions. The recommendations from the consultation have been presented to and approved by the CCG board. The next phase was to undertake detailed planning and scoping. This is being undertaken by the Dulwich programme board and Dr Roger Durston, the clinical lead at this meeting was a member.there also was a subgroup of this board which had patient representation, Mairead O Hanlon and John King, Health Watch and also Rosemary Watts from the CCG. The Dulwich development was an integral part of the CCG. s primary and community care strategy There now was the intention of building a health centre hub on the eastern side of the hospital site. The next phase of work would focus on determining the size and footfall of the medical centre. This was an important milestone and current work was on going with the local community groups and health watch involvement. There was a question if there would be any dedicated public meeting rooms? RS advised there would be some shared meeting space in the building and space for information and literature.

3 Patient feedback on quality of health services and complaints There was a wide ranging discussion by the members of the Group about the various processes which were available for patients and public to give feedback on services and also seeking information on the recent changes NHS complaints pathways. See Appendix 1 for further information on how patients can comment or make a complaint about NHS services. If you need help making a complaint about an NHS service? Call For information on Southwark NHS Clinical Commissioning Group see Health watch team on Issues covered included: Complaints about poor service in practices for example should initially be made to the provider or NHS England and then if unresolved ultimately to the Parliamentary and Health Service Ombudsman. Regarding individual patient complaints in practices there had been recent changes, and each practice should have a named person dealing with complaints it was suggested that the reps could take discussion of complaints procedure back to their own practice meetings. If a patient needs to complain about a hospital service they should complaint directly to the hospital although they also have the right to complain to the commissioner the CCG. Patients have the right to complain to the CCG about all services the CCG commission and this includes community health services, community outpatients, the walk-in centre and the urgent care centre, although in most cases it is usual to complain directly to the service provider rather than the commissioner. Tamsin Hooton (TH) clarified a query regarding the processes whereby feedback on providers could influence and shape commissioning if feedback, comments or individual complaints were shared with CCG commissioners TH explained that the CCG regards patient feedback as very important as commissioners look at patient experience information to inform commissioning decisions as well as engaging patients in commissioning. She also noted that providers have to record and report on patient experience including complaints to commissioners.

4 The CCG has a key role in performance monitoring and has a range of quality assurance systems in place that all the providers had to fulfil. There was specific feedback on the quality of the service provided by Spec Savers audiology service. Comments focused on the service becoming disjointed since the recent changes in the service providers and that it took too long to get appointments. TH noted these comments and agreed to follow this up. Dr Durston reminded the meeting about the quality alert system which clinical staff were successfully using to resolve issues with acute hospitals and other health providers. EPEC summary papers and matters arising A question was raised regarding the process for the election of reps to EPEC. It was clarified that there had been recent election in May Nominations had been sought from practices and each practice had one vote. Patient reps from practices had voted for two reps from the Camberwell and Peckham group of practices and two from Dulwich and Nunhead. The patient representatives were elected for two years and currently the four South Southwark patient reps on EPEC are Ela Kwasny-Spechko, Dadoo Suttar, John King and Mairead O Hanlon The Group discussed EPEC which met six times a year and summary of the minutes of the meetings were circulated to all practices and locality reps.it was agreed that in future EPEC Agenda would also be circulated to this meeting. All EPEC papers are available on the CCG website at: periencecommittee.aspx There was a query on the role of EPEC regarding patient involvement with the mental health trusts and the other acute trusts, specifically on the reasons that EPEG did not have specific mental health representation and what the links were between the mental health programme board and EPEC. TH explained that EPEC had patient reps for primary care, who were able to comment on health issues over the whole spectrum of physical and mental health issues and that this reflected the breadth of general practice health care provision. Comments from the group made were that EPEC needed to be using the rich range of views of patient experiences including those with mental health needs. Chair agreed to ensure mental health commissioning and links with EPEC would be on the September EPEC agenda and there would be further feedback to the locality meeting on this issue.

5 Primary and Community Care Strategy Tamsin Hooton(TH) the Director of Service Redesign, NHS Southwark CCG. TH summarised the development of the strategy and referred to the successful engagement event in April 2013 with patient and public involvement giving their views and experiences of primary care in order to inform the development of the strategy. The draft strategy had been discussed fully at EPEC meetings and with Healthwatch. The main strands of the strategy were; improving patient outcomes and quality of health care, ensuring equity of service provision and reducing inequality. There had been work carried out to benchmark service provision and the strategy aimed to address the differences in services across Southwark by improving access to GPs and providing better information for patients. The main thrust of the strategy was to increase the range of services being provided in community settings and out of acute hospitals.examples of this included diabetic care and diagnostics. These community based clinics are often closer to home and offered better value in a community setting, providing high quality of care with skilled clinicians and specialist nurses. It also provided patients with real choices. Another example was the integrated care work which aimed to ensure holistic health assessments for the elderly and also strengthen the links between health and social care. Physiotherapy services were an example of a service which was currently being reviewed. Previously there had been a range of ways patients could access these services - some practices had access to a physiotherapy service on site while for other practices the patients needed to go the local acute hospital. There were also differences in waiting times and access. Thus the reconfigured service would aim to provide equity of service across all 45 GP practices in Southwark. There was an engagement event planned for 25 September at Cambridge House. It was noted that some staff had long term relationships with specific practices, but that the re-commissioning work aimed to address the service across the whole of Southwark. There was a query on issues of lack of integrated health and social care and comment on the financial pressures on social care. TH outlined recent initiatives that included the Home Ward which had the ability to offer assessment and consultations and care at home and thus avoided further hospital admissions. TH also referred to the current Southwark and Lambeth Integrated Care Project

6 (SLIC) which could provide support for frail elderly and carers in the community and involved a range of multidisciplinary teams. Another example of positive support within the community was the Rapid Response team. TH also alerted the reps and practices to an NHS in changing patient engagement event on 22 October at Cambridge House. Practices had been sent leaflets and reps and patients very welcome to attend. Further information at Training and induction for reps The feedback from the reps who had participated was that the initial training was positive. Reps felt the induction pack needed to focus more on the role and remit of the patient reps and Patient Participation Groups including an overview of the role of patient participation and also noted that the NHS new configuration information was very complicated and difficult for patients to follow. Comments would be fed back to Rosemary Watts and there would be a further meeting of the EPEC reps training group which were helping to formulate the next phase of training and information for practice reps. Discussion and Feedback from practices Patient Participation Group meetings Parkside 27 Sept - charity coffee morning all welcome. Forest Hill Discussing how to improve the liaison between health visitors and practice. St Giles surgeries are planning to meet shortly. Hambledon Patient questionnaire being redesigned in conjunction with parent group 306 Medical centre Also undertaking and involved in patient survey. Acorn Practice had focused on recruiting patient reps and more patient involvement now meeting every month. Forest Hill Commented on the scheduling timing of the locality meeting and suggested practices need to have the practice meeting two weeks prior to the locality one. Also to note there were a variety of ways of involving patients other than formal patient meetings some examples were mother and baby sessions, and on line engagement. Date and time of next meeting The next locality PPI meeting was now scheduled for Wednesday 6 November at St Giles to avoid bonfire night and the groups preference was for an early evening meeting Teas and coffee would be provided.

7 Appendix 1: PALS and Complaints leaflet Do you have a comment or complaint? Which service? Hospital Community Mental health Learning disability GP Dentist Pharmacist Optician The Clinical Commissioning Group (CCG) Who you can speak to The organisation providing the service The service provider or NHS England London office South London Commissioning Support Unit PALS and Complaints Team Useful contact details Contact the relevant complaints department through the hospital or service provider website England.contactus@nhs.net SLCSU.complaints@nhs.net NHS Clinical Commissioning Groups plan, organise and pay for health services. For more information on NHS commissioning in Southwark go to Do you need help making a complaint about an NHS service? Call

8 Do you need information about your local health services? Healthwatch is the first point of contact for anyone with an issue or enquiry related to health services. We would also like to hear your feedback about local health services you have used. This information will help improve services and share good practice. Contact your local Healthwatch Team on