Patient Participation Group

Attendees

• Sarah Parren (Hub Manager)                   
• Jonathan Banting (Chair)
• Helen Banting (Treasurer)
• Dave Young
• Sylvia Rhodes
• Trevor Smith
• Jeanette Teague (Minutes)

New member Trevor was introduced to the group.

Apologies

• Joy Round

Follow ups from previous meetings

• Garden Project: Dr Menozzi is back at work.  Sarah passed her email to Jonathan who will make contact to discuss the project further.  An outside tap has been fitted
• Photos of staff in waiting rooms: Sarah confirmed that GP photos are now on the wall in Cedar House.  Photos of nursing staff and the Personalised care team will be added.  She will also arrange for this to be done at Eaton Socon.
• Telephone message: Recorded messages on all Lakeside practice phones are currently being reviewed by Lakeside central office in order to standardise them.

GP referrals to secondary services

Jonathan explained that patients cannot track progress of referrals other than to see on systmonline that the referral has been sent.  He had received a message after 6 weeks asking if the referral was still needed.  Jonathan asked if patient requests “Right to Choose” would this be more visible?  Dr Chetty explained that a percentage of referrals have to be submitted for “Advice and Guidance” initially and there are varying waiting times for responses.  Some hospitals are no longer accepting referrals from outside their normal catchment due to waiting lists.

Sarah confirmed that when a GP puts through a referral on the system, this then goes to the admin team to input it on the secondary services system.  There is a current backlog of admin work.  The practice is advertising for an additional admin assistant, preferably with medical experience.

The triage system is resulting in more referrals which has increased the workload.

Lakeside and NHS patient survey results

Jonathan had looked at the NHS survey results to find that only 119 out of the 387 patients selected by NHS England had responded (this is 31% and is roughly in the middle of the 21% to 44% response rate for other Huntingdonshire practices). The results on the headline overall experience figure that is used in newspaper reports showed an increase:

• 2024 45%
• 2025 66%
• 2026 69%

of patients very happy or fairly happy. (Tables and Charts are in the annex to the minutes)

Sarah confirmed that training is planned for Reception staff and recorded phone conversations will be sample checked to improve quality of service to patients

Statistics

The updated appointment data from the NHS England statistic showed that the practice was still delivering a large increase in appointments due to the use of Anima and total triage - approx 900-1000 appointments per 1000 patients each month.  (Charts in annex to minutes)
Did Not Attend (DNA) were also presented per 1000 patients and this did show a higher level than some of the other local practices

DNA figures – Jeanette showed Sarah a screenshot of a DNA on her husband’s record which was an error as confirmed by Reception.  This is a staff training issue.

Facebook comment re delays and cost for private doctor’s letter

Dr Chetty explained that private letters are not part of the GP’s contract.  Because payment is needed first, this can cause delays in processing

Health Kiosks

Jeanette had reported previously to Sarah that information from the health kiosk at Eaton Socon did not appear on patient’s record.  Sarah confirmed that there had been a system error which was fixed.  However the information is still not appearing.  Jeanette to send details to Sarah.

Anima

There is now a tick box on Anima if the health condition isn’t on the preloaded list, which allows for free text.  If Anima is accessed via the NHS app then there is only a free text box.

Dr Chetty explained that clinicians need the Anima classification  system which flags urgent cases in order to prioritise the daily workload.  Free text doesn’t enable that system.

Jonathan has been tracking the days and times when Anima closes before 6.30pm.  These showed that over the last 5 weeks Anima had closed for urgent cases at different times each morning. Anima opens at 07:30 each weekday morning and the average time open was around 3 hours.

Sarah explained that because of the triage system, they are now dealing with as many cases in 3 hours as it previously took in 7.  GP’s running the triage take the decision on a daily basis as to when to close Anima for new cases depending on demand.

Repeat Prescriptions

Jonathan explained problems when medication on repeat requires blood test result before prescription can be reissued.  If patient is ill and cannot attend for a blood test prior to the date for reissue, this causes a problem for the patient who may then become more ill as a result of not having their normal meds.  Previously patients were informed if a prescription couldn’t be reissued.   This no longer happens.

Sarah and Dr Chetty explained that prescription regulations have changed and it’s no longer possible to issue some prescriptions prior to blood test results.  Dr Chetty noted the need for better communication to patients.

PSA testing

Dave confirmed the next date is 5 September at Eaton Socon.  He has arranged for Miss Shah and her team from Peterborough hospital to do testing all day on the 5th.  Dave has advertised and is managing the appointment list.  100 men will be seen during the day for blood test and digital examination(DRE).  Only 4 places remain currently.  The testing is open to all men aged 50+ registered at any GP practice.  Results will be given by Miss Shah on Monday 7 September.  Results will be sent to the patient’s own GP.

Lakeside have offered the premises at Eaton Socon free of charge, plus a member of staff for the day.  Miss Shah and her team will work voluntarily for the day.  Ian Sollom (MP) will attend during the day.  Jeanette and Sylvia have offered admin help if needed.  Dr Chetty confirmed that Miss Shah will have access to NHS wifi/wired connection on the day

Dave is keeping a waiting list in case of “no shows” on the day.  Dave will send information to Sarah re men from Lakeside who are booked and she will send a text reminder 2 days before the event.  Dave will email other reminders.

Staff Updates

New part time GP partner starts in September.  1 current admin vacancy

AOB

• Jonathan asked about wheelchair access at surgeries following a conversation with a local disability campaigner.  Sarah confirmed that electric doors and lower reception desks are currently being investigated and costed for Cedar House and Eaton Socon.
•  Sarah is still waiting for measurements from Dumbelton in order to order a wall mounted toy which the PPG will fund.

Next Meeting

Monday 19 October 6pm