Patient Participation Group

Attendees

• Jonathan Banting – Chair
• Dr Thaven Chetty
• Dr Lisa Menozzi
• Dave Young
• Sylvia Rhodes
• Peter Lane
• Jeanette Teague – Minutes

Apologies

• Joy Round
• Colin Eckloff
• Helen Banting
• Sarah Parren – Hub Manager

Matters Arising from September meeting

Total Triage

The day to day management of appointments is working well. All available appointments are filled on a daily basis.
Dr Chetty doesn’t have current figures for DNA’s (did not attend)

Blood tests

Currently 3 weeks for an appointment

Wintringham

Dr Chetty confirmed there was no formal news about new health facility

The caterpillar toy

The caterpillar toy has been purchased with PPG funds and is now at Eaton Socon. Staff will arrange for it to be installed. If it is successful, more will be ordered for the other buildings.
Action - Sarah

Confusing texts to patients

Dr Chetty believes that there is less confusion as patients are being phoned by the triage team and offered appointments. Sylvia knows of one patient who attended at Cedar House following a text but was told it was scheduled as a phone appointment. Dr Menozzi confirmed that any patient who attends the surgery will be seen by a GP. Sylvia was concerned that the Receptionist was rude to the patient and there was no apology.

A text was sent to some patients at the end of October advising them to check that their contact details are up to date on the system. However this text was incomplete in some cases.

Dr Chetty is not aware of patients queuing at 8.00 any more.

Staff Update

The diabetes nurse is still on contract and the practice is considering how the post will be filled long term. Some HCA’s have been recruited to fill vacancies.

Patient Annual Reviews

Reviews for chronic conditions are gradually being moved to patients’ birthday month. This will not cause any delay in prescriptions being approved. However certain medications are dependent on regular reviews.

Patients can obtain blood test results on NHS app or Systmonline and will only be contacted if results are abnormal.

Peter’s online results state “Patient Advised” even though he has not been contacted – Dr Chetty asked him to provide a screenshot so this can be investigated.
Action: Peter

If a result states “Communicate Patient” this indicates that the patient will be contacted. However this had been used incorrectly sometimes and Dr Chetty has clarified with staff.

Medication Reviews

Patients who order prescriptions online do not have access to their review date. Dr Chetty explained that the EPS (electronic prescription) which includes the date is sent to the pharmacy who should have access to the review date. Jeanette uses Pharmacy2U and has no access to the EPS. Dr Chetty will investigate why the date is not included in online systems eg NHS app or Systmonline.
Action: Dr Chetty

Generic Medication

Dr Chetty confirmed that generic medications are used wherever possible to save costs and the ICB (Integrated Care Board) regularly check this. The system advises if there is a cheaper alternative.

When patients are discharged from hospital the Discharge Summary includes details of prescribed medications which can be different from those prescribed in hospital.

Patients’ Complaints and Comments

Healthwatch advises PPG’s to discuss trends with the practice. Dr Chetty isn’t aware of any specific trends currently but will investigate and feedback.
Action: Dr Chetty

How can the PPG help the practice more in future? Can the PPG be involved in decision making in future, including PCN projects?

Sylvia praised the Womens Wellness Café where GP’s have more time to engage with patients than in a clinical setting.

Dr Menozzi described a project she is hoping to launch regarding Mindfulness and managing emotions of primary aged children in local schools.

Also an adult mental health project – possibly including gardening. She would like to see the inner courtyard garden at Eaton Socon surgery be replanted and developed as a resource. The PPG could cover some costs from its funds. Members will investigate if there are any local organisations or individuals who could assist eg voluntary mental health or learning disability groups such as Switch Now.
Action: PPG

PSA testing event

The event on 29 November was very successful and 130 men had blood tests. Another event is planned in the new year which would be open to anyone, not just Lakeside patients. Jeanette and Sylvie could attend on behalf of the PPG alongside Dave who helps to organise and promote the event.

The PPG is willing to assist patients with use of Anima however there are issues regarding confidentiality and wifi in the surgery. Dr Chetty is also considering privacy issues around Reception desk.

AOB

• Care home resident with uti’s having to wait a week for results. Dr Chetty explained that it takes 5 working days for the microbiology lab to return results. It is possible to prescribe empirical medication in the meantime if necessary. The surgery has regular contact with all care homes to discuss patients.
• A patient who attended the surgery with chest pains was advised by Reception to go to A & E straight away. Dr Chetty explained that the surgery does not have all the necessary equipment to diagnose heart issues therefore this is correct advice.
• Use of 3 surgeries. Patients are often given appointments at one of the surgeries across town, rather than their closest surgery. Dr Chetty would like to see a more even spread of services across the 3 sites in future.
• Recently Cedar House was unable to accept samples. Dr Chetty explained that this was due to IT issues but he will look into why this affected receipt of samples eg label printing? Action: Dr Chetty
• The PPG would like to have quarterly meetings in future rather than bi-monthly.
• The PPG have noted many positive comments from patients about Lakeside on local social media which is a great improvement. The Total Triage system seems to be working well for patients and staff.
• Sylvie noted that some of the older people she meets are coping well with Anima.