Lakeside St Neots PPG Meeting Minutes - Monday 22nd July 2024

Matters Arising

Statistics

See item 3a below.

PPG Noticeboards

Sarah will provide a noticeboard in each surgery. Action: PPG to provide content.

St Neots Primary Care Network

Sarah explained that all GP practices have to belong to a PCN.  The St Neots PCN is made up of Lakeside (3 surgeries), Gt Staughton, St Neots Health Centre and it provides the Extended Access Service.

• PCN’s are Govt funded to provide certain shared services eg Pharmacists, Social Prescribers, Care Co-ordinators, Physios etc.  
• Dr Murphy is the Clinical Director.
• The extended access service appointments are available through Reception by request and are for non urgent appointments only.

PPG Funds

The PPG account was dormant over Covid and Sarah is working with Barclays to open a new account and transfer funds.  Sarah to update when further information is available.

PPG Noticeboards

Sarah confirmed that noticeboards have been cleared in all surgeries ready for PPG information.  One staff member in each surgery will be responsible for noticeboards in future.

The PPG pointed out that currently noticeboards are located behind patient seats instead of in front where people can see them and read the notices.

The PPG suggested that a TV screen would be useful to display information.

Review PPG Terms of Reference

Angela explained that the group had reviewed the Terms of Reference (TOR) and below are the areas where improvement is sought going forwards.  Angela reiterated that PPG members give their time voluntarily but don’t always feel valued and have not been consulted or informed of plans by the Practice.  The group has a wealth of experience and is willing to assist to improve patient satisfaction.

3a

(7b TOR) Obtain views of patients about service delivery

• Angela explained the PPG plan to launch its own Facebook page.  Content will be needed, ie statistics which can be published about numbers of appointments, waiting times etc.
• Sarah explained that Caroline is the Lakeside Comms Officer who is responsible for the Practice website and Facebook page so she will be able to provide relevant content.  She also has details of new staff recruited to the Practice.
• Angela explained that the PPG also plans to visit the surgeries to talk to patients and to give out PPG posters with contact information.
• Sarah and Dr Chetty suggested that the flu clinics in the autumn would be a good opportunity for the PPG to attend.
• Another idea would be to hold Anima workshops in future to demonstrate the use of Anima to patients (although wifi in the surgeries is weak, so devices with data are preferable).
• Sarah also suggested that the PPG updates its information on the Lakeside website.

3b

(7d TOR) Contribute to decision making at the practice and consult on service development and provision.

• Angela explained that the PPG has not so far been given an opportunity to contribute to decision making but would like to be more involved in future.
• Dr Chetty agreed that future ideas will be brought to the PPG meetings.

3c

(7e TOR) Act as a sounding board to provide feedback on patients needs, concerns & interests and challenge the practice constructively whenever necessary

The PPG fed back some recent concerns expressed by patients:

• An elderly patient phoned the Practice early in the morning to be told there were no appointments left.  As advised, he called 111 who decided he needed a same day appointment but there were none left in St Neots.  The only GP appointment available was in Cambridge so he had to drive there by 10 am. Dr Chetty explained that Lakeside’s main priority is the safety of patients.  To offer more than the current level of appointments would potentially be unsafe.
• Patients prefer to be able to see the same GP each time for continuity of care.  This is particularly important for those with Mental Health issues as changes would not be picked up by a GP who didn’t know the patient.
• A patient with Parkinsons Disease and some communication difficulties tried to phone for an appointment and various options were given by the Receptionist (Anima, queue at 8am etc).  However because he was slow to respond, the Receptionist eventually made an appointment for him.  It would have saved time if this could have been offered straight away.

Sarah explained that patient complaints have reduced and they are all reviewed by the team and used as a learning tool.

Results from Lakeside & NHS Surveys 2024 – Planned Actions

Both survey results are now available – Only the NHS results are available to the general public.  The Hunts Post online has an article about local results this week with Lakeside noted to be the only practice not to achieve a satisfaction rate higher than 50%.
Sarah said that results were an improvement compared to 2023.

• Dr Chetty explained that they are looking at how capacity can be increased for appointments by changing the way that Anima requests are dealt with and allocated.
• The PPG acknowledged that the recently introduced telephone callback service was a great improvement.  (It is available between 8.30-12.30).
• Sarah confirmed that there are 50 appointments available daily for Anima cases (60 on a Monday).
• Patients can self refer to some services now eg Mental Health (111 option 2), Podiatry, Pharmacy First and Physio Direct.
• The PPG would like to assist the Practice to improve patient satisfaction and welcomes ideas.

Meeting with Anthony Browne MP – NHS Delivery Plan

The PPG met with both Anthony Browne and Ian Sollom prior to the General Election.  Anthony sent a letter from Andrea Leadsom about local primary care provision and included a link to the NHS Delivery Plan.  This was forwarded to the Practice.  Staff had not seen this previously.  

Dr Chetty explained that Senior practice staff receive regular NHS information eg Objectives, new Funding etc.

NHS e-Referral service for hospital

The PPG highlighted the fact that patients have a legal right to choose a hospital or service if a referral is needed.  However Jeanette has been told on two separate occasions that the practice does not enable patients to use the e-Referral service by providing the necessary password and reference number.

Sarah explained that referrals can be a complex process, therefore the secretary deals with the initial referral on behalf of the GP but patients can then change this themselves.

New Housing developments St Neots – Primary Care Provision

Patients have expressed concerns about the large housing developments around St Neots, ie Loves Farm Phase 2, Wintringham, and possibly Lt Barford.  The concerns are whether the current primary care provision in the town has sufficient capacity to meet the needs of thousands of additional residents.  

Sarah explained that Lakeside had a reduced number of registered patients due to some moving to Gt Staughton.  If numbers increased in future, so would funding for additional staff.  Dr Chetty explained that there is sufficient surgery space to employ more staff across the three sites.

New PPG Chair

Angela will be moving out of the area in the near future, and Jonathan will be taking over as Chair

New Personalised Care Team Lead

​​​​​​​Sarah explained that Alison Morgan has been recruited to the role.  She suggested that the PPG arrange to meet with her (during her daytime working hours)

Action: PPG to arrange a meeting  

Next Meeting

• Next meeting date: Monday 2nd September at 6pm 2024 at Eaton Socon.