Patient Participation Group

9th July 2014

1.00 p.m. – 2.00 p.m.

Agenda:

GPs RETIREMENT

AKS retired in April 2014 and is missed by staff and patients and we wish him a happy retirement. Discussed changes and MS is in charge until July 2014 when SC will take over. JB commented on how hard SC has been working in the surgery and staff are working as a team. SCwill be doing more sessions when she can.

LOCUM DOCTORS

MO informed us that feedback from patients forum was that they preferred regular Dr and not a Locum and that’s why our patients liked AKS. Patients preferred doctors who know history rather than starting again with Locum GP. EG and AD both agreed as patients they prefer regular Doctor on duty not Locum. SC discussed difficulty of patients getting a Dr in the area.

PRACTICE MOVE TO BLUEBELL

SC informed the group that we will be moving to Bluebell eventually. MO discussed the majority of patient complaints received from Health Watch Knowsley about other GP practices are:

• Lack of appointment’s for patients.
• Not being able to see a specific Doctor on duty.
• Road safety was discussed.
• Elderly patients find it difficult from the area to get to Bluebell.

SUPPORT FOR PATIENTS

Mental Health Support for patients was discussed and MO informed the group of Listening Ear. We can contact Knowsley Ethnic Minorities Group for advice on a translator. For Young Mums a course called Being Me is helpful.

Discussed new Clatterbridge Hospital which is going to be alongside Royal Liverpool Hospital. MO got in touch with Public health Sarah McNulty as lots of women have not attended Mammograms at Broadgreen Hospital. Screening is no longer done in Huyton on the mobile bus. However, she was informed that this will soon be up and running again as patients are finding it difficult to get to Broadgreen Hospital. JB said a lot of women seem to have DNA mammogram. MO informed us that missed appointments will be contacted when mobile bus up and running again in Huyton area.

ALCOHOL AA

AD with the support of MO discussed AA support group in North Huyton Health Centre. He helps run this and understands how difficult it is for people with Alcohol problem.

HUB

MO discussed how a HUB would be helpful to support Agencies and that better support mechanism are needed for Drugs and Alcohol patients. It would be useful if organisations worked together in a HUB.

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Date and time of next meeting to be arranged.

28th October 2014
2.00 p.m. – 3.00 p.m.

Agenda:

1. Repeat Prescriptions
2. Electronic Prescribing
3. Long-term Prescriptions
4. Appointments
5. Minor Illnesses
6. Bluebell

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Minutes:

1. Introduction

• SC introduced NB to the PPG. NB will be helping with the business side of the practice.

2. Appointments

• SC asked if there were any difficulties in getting appointments. All attendees said there were none.
• PT was happy with same-day appointments.
• MO and JT noted that patients are happy with same-day appointments, unlike other surgeries with long waits.
• AD mentioned that reception staff work efficiently and some patients prefer seeing the same doctor.
• PT and JT commented on how busy reception is at the beginning of the week.
• Posters and notices are more effective when placed on the reception side of the wall.

3. Repeat Prescriptions, Electronic Prescribing, Long-term Prescriptions

• Electronic prescribing was discussed. MO commented on long waiting times at the local pharmacy.
• SC will discuss potential problems with the pharmacist.
• MO, JT, and AD discussed the rapport and awareness staff have with patients. Older patients enjoy social interaction with staff.
• Woolfall Chemist provides good facilities but staff need training on patient information.
• Discussed specialist services now available in the community (e.g., COPD clinic, X-Ray at Kirkby, Phlebotomy, Podiatry, Physiotherapy).

4. Bluebell

• Discussed possible move to Bluebell. Planning is in place to meet CQC criteria for premises.
• The move would be beneficial for patients as they can use various clinics and meet CQC criteria.
• SC discussed giving patients plenty of notice and making them feel included in the move. Letters will be sent to all patients.
• MO recommended using Knowsley Magazine to inform patients of the move.
• JT discussed using the Liverpool Echo, although there would be a charge.

5. Any Other Business

• PPG praised the smooth transition to new management.
• NB and JB commented on SC’s hard work. SC acknowledged NB’s help with the business side of the practice.

Date of Next Meeting:

• To be arranged.

Tuesday 10th March 2015: 2.00 p.m. – 3.00 p.m.

Agenda

Practice Move to Bluebell

1. Introductions and Welcome
   • Introductions made and welcome of new patient member DP.
2. Update on Bluebell Move
   • SC & NB informed PPG that the Bluebell move is progressing and the move will occur on 27.3.15.
   • Benefits of the new facilities for patients, including access to community services, were discussed.
   • Current premises would not pass a CQC inspection.
   • Surgery will close at 12pm on 27.3.15, and the practice will open as normal on Monday 30th March at 8am.
3. Patient Safety Concerns
   • MO expressed concerns about patients’ safety regarding crossing the busy road to Bluebell and the speed of traffic, especially for the elderly.
   • LO replied that Bluebell was on a bus route and that a pelican crossing was available on Liverpool Road, although not on Bluebell Lane.
4. Communication Details
   • AW explained her role and that she had been commissioned by NHS England to help with communication regarding the move.
   • Patients will be informed by letter, posters will be displayed, and drop-in sessions will be arranged at Hillside Rd and Bluebell.
   • Patients will receive their letters and FAQ this week.
   • AW will provide feedback on including bus route information for patients.
5. Parking Concerns
   • PT, JT & MO mentioned that parking might be a problem at Bluebell.
   • The issue was discussed within the PPG group.
   • All PPG members mentioned that the morning GP surgery should not start early, at least before 10am, to avoid parking struggles.
6. Appointment System
   • As in every PPG meeting, the appointment system was discussed, and all PPG members were happy with the current system.

AOB (Any Other Business)

• MO reported that the majority of complaints received by Health Watch were from patients of other GP practices regarding the inability to get a GP appointment.
• SC mentioned that although they offer same-day appointments, clinic times could be adjusted if needed to fit patients’ requirements.
• LO stated that the reason A&E is busy is that patients who cannot get a GP appointment go to A&E instead.

Date of Next Meeting

• To be arranged.

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Tuesday 23rd June 2015: 12.00 p.m. – 1.00 p.m.

Agenda:

1. Practice has moved to Bluebell – how are the patients liking it?
   • Patients are happy with the new premises. They find it easy to get to, which they were previously concerned about. They would like to continue with the 10.30 a.m. start for surgery as they find it easy to get a space in the car park at that time of day. They are happy that they get the same-day appointment with the GP.
2. MO to try to make herself available for CQC visit later this year
   • MO promised to try to make herself available to support us on the day of the CQC inspection, depending on her other commitments that day.
3. Text Reminders for appointments – update mobile numbers
   • Patients are requested to update their contact numbers, especially for text appointment reminders.
4. Practice Changes – Dr. AK is not currently doing locum sessions
   • Patients were informed that Dr. AK is not doing regular sessions at the practice but may do some locum sessions.

AOB:

• MO mentioned the different support available to the community at the Apostolic Church, Liverpool Rd.
• Minutes will be published on the practice website: Primrose Medical Practice

Date of next Meeting:

To be arranged for September.

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Tuesday 29th September 2015: 2.30 p.m. – 3.30 p.m.

Agenda:

1. Repeat Prescriptions
   • Medicines Management has requested the practice to encourage patients to use the re-order slip for repeat prescriptions rather than the phone. Patients are slowly but surely using this system. Housebound patients can still order by phone. MO mentioned that using the re-order slip prevents medicine wastage. PT said he had a problem when ordering his prescription too early and it was rejected by the GP, but nobody informed him. LO informed that now she sits with SC when signing the prescriptions and patients are informed of any rejections.
2. Out of Hours
   • LO informed the group that from 1st October 2015, UC24 will no longer provide out-of-hours service. The new provider is NHS 111. From 1st October 2015, when patients ring the practice, the message will inform them to hang up and dial 111, which is a free phone number. MO said she will look out for feedback from Health Watch regarding the new provider.
3. Flu Vaccine and Shingles Vaccine
   • LO informed the group that the practice has started the seasonal flu vaccines and Shingles Vaccine for those patients in their 70s and is actively encouraging patients to take up this offer.

AOB:

• MO gave literature to the practice regarding Knowsley Mental Health Services for Young People, Gamblers, and male patients with mental health issues.

Date of next Meeting:

To be arranged for December or January 2016.

Friday 29th January 2016: 2.00 p.m. – 3.00 p.m.

Attended:

• SC (GP)
• LO (Practice Manager)
• MO (Patient)
• EG (Patient)
• AD (Patient)

Apologies:

• DP (Patient)
• IC (Patient)
• GD (Patient)
• NS (Patient)
• PT (Patient)
• JT (Patient)

Agenda:

1. New Staff
   • SC informed the PPG that there are 2 new members of staff: Noneet (Receptionist) and Lynn (Independent Nurse Prescriber). Lynn will assist with the demand for patient appointments. Lynn was introduced to the PPG. EG mentioned she had already spoken to Noneet and found her very friendly.
2. Self-Referral
   • SC informed the PPG that patients can now self-refer for physiotherapy and COPD, and the practice is currently informing patients about this.
3. Public Health and Screening Uptake
   • MO asked if the practice had received any information regarding an IT campaign from Public Health. The campaign raises cancer awareness and promotes early diagnosis. Knowsley has poor uptake for smears, bowel screening, and mammograms. The campaign involves patients encouraging each other to attend their screenings. MO meets with other PPGs and shares information. There is a practice in Kirkby whose uptake has improved, and they could share good practices.
4. CQC Inspection
   • LO reminded the PPG of the impending CQC inspection and asked for ideas on “what we can be proud of.” The PPG is very active in promoting good health and has formed an alcohol support group within the community. They successfully requested the CCG to bring the Mammogram screening unit back to Huyton, improving mammogram uptake.

AOB:

• MO provided literature regarding Knowsley Mental Health Services for Young People, Gamblers, and male patients with mental health issues.

Date of next Meeting:

To be arranged for April 2016.

Wednesday 11th May 2016: 2.00 p.m. – 3.00 p.m.

Agenda:

1. Increase in practice list size since Bluebell have closed their list
   • SC discussed the increase in new registrations since the neighbouring practice closed their list. The practice is feeling the pressure of the workload. SC also discussed the recruitment of a new Nurse Practitioner as LB has left the practice. SC mentioned the increase in workload is not helped when Walk-In Centres refer patients back to the GP. MO said patients prefer to see their own GP and mentioned that the receptionists at Primrose were friendly.
2. JB return to work and LB has left
   • SC informed the group that LB (Nurse Practitioner) has left the practice. SC also informed the group of JB’s return to work. The group said they were happy to see JB had returned.
3. Public Health Services – IT
   • JB handed out the IT (cancer leaflets) from public health to the group. MO and JT discussed ways to increase breast cancer awareness and the fact that over 70s are not being recalled, although they can self-refer.

AOB:

Date of next Meeting:

To be arranged for August 2016.

Wednesday 16th August 2016: 2.15 p.m. – 3.15 p.m.

Agenda:

1. Pressure on the Practice with increase in list size
   • SC mentioned the pressure with the increase in list size. Discussed GP access – patients are happy with the access. MO is concerned that with new patients registering, it may affect the existing patient care.
2. Public Health Services – Cancer Screening
   • YB from Public Health Screening spoke to the PPG. Primrose Practice has the lowest uptake in bowel screening in Knowsley. Cervical and breast screening uptake is increasing. She mentioned getting the nurse involved to motivate patients to do the bowel screening test. MO said the low uptake is because of the practice population living in a deprived area and the bowel screening kit requires a sample on 3 separate days, which puts patients off doing the test. YB said the new 1-sample test kit is in process and this could help improve uptake.
3. NB: Partner at Primrose Medical Practice
   • SC stated that NB is a partner at Primrose Medical Practice as informed before and CQC have been updated.

AOB:

Date of next Meeting:

To be arranged for November 2016.

Wednesday 15th November 2016: 2 p.m. – 3 p.m.

Agenda:

1. Practice Federation
   • MO discussed disadvantages of a joint forum. SC mentioned that they have been working closely with Colby Medical Practice and other practices in the Bluebell Centre. MO discussed a scrutiny meeting where Hubs and a one-point of contact, especially for mental health services, were mentioned. Although GPs are good at referring to mental health and CAHMS, they are looking at a one-point of contact with a multidisciplinary team.
   • All patients said they are happy with the appointment system. Booking on the day (though pre-bookable appointments are also offered) works well and reduces the DNA rate. DP said Primrose Practice has a “great appointment system.”
   • The patients liked the family environment at Primrose Practice.
2. Repeat Prescription – Using Reorder Slip or Online Access
   • It was discussed that the practice no longer takes telephone requests for repeat medication. Patients are encouraged to use their re-order slip or apply for online access. MO mentioned this was also discussed at the joint PPG meeting and was found useful nationally. They discussed any concerns that could have an impact. Patients are now encouraged to buy their own Paracetamol where possible.
3. Patient Safety Reviews
   • SC discussed that the practice is continuing to provide medication reviews. They are closely monitoring Benzodiazepines and Painkillers. Patients are encouraged to buy their own Paracetamol where possible.
   • DP mentioned that in her practice, they have a Clinical Pharmacist to complete reviews and visit patients at home when necessary – maybe it is something Primrose Practice could look into.

AOB:

• SC mentioned that JB will look into providing a coffee morning for Carers at the Practice.

Date of next Meeting:

To be arranged for February 2017

Monday 2nd October 2017: 2.30 p.m. – 3.30 p.m.

Agenda:

1. Patient Involvement in Discussion of Care
   • SC asked the group if they felt involved in their care when discussing their problems with the clinicians. JT mentioned they always felt they are always listened to.
2. Care Co-ordinated Between Services (i.e., Hospital and GP Practice)
   • PT feels in his experience there is good co-ordination between the services. They all agreed.
3. Availability for CQC Inspection
   • SC asked the group for their availability to speak to the inspectors.
4. Please Be Patient: Nurse/Receptionist Off Sick; Staff Under Pressure, Winter-Fix Full to Capacity
   • JB mentioned increased pressure of workload with Med 3’s, proof that patients are requesting to prove to Benefits that they are unfit for work. MO mentioned Universal Credit, a new system causing patients financial issues and in some circumstances aggravating their mental health. KI said he “has never been knocked back for an appointment” whenever he rings. JT said she “gets the same day appointment.”
5. Knowsley Carers – Jan Box & Alzheimer’s Society – Sylvia
   • Jan Box from Knowsley Carers gave a talk to the group about what her service offers to the residents of Knowsley. She discussed the referral process; either referral, simple phone call, or refer themselves in person.
   • Sylvia then gave a very interesting presentation to the group regarding Alzheimer’s Disease, the different types, and the support available to the families. They take any age group and patients can refer directly or via GP or Memory Clinic. She gave out information leaflets to the group.

AOB:

• SC mentioned to the group that they were involved in a CCG Pilot whereby the practice doesn’t accept 3rd party ordering for repeat prescriptions. This was successful and has now been rolled out throughout the CCG.
• SC then mentioned that in the GP survey, their receptionists scored the highest in the CCG for “most helpful receptionists” and their nurses scored 100% for “confidence and trust in the nurse.”
• JB mentioned a lot of their patients live in Knowsley Heights where there is a lot of drug/alcohol misuse. MO mentioned KBC are working on it.

Date of next Meeting:

To be arranged for January 2018.

Tuesday 16th May 2017: 2 p.m. – 3 p.m.

Agenda:

1. SC’s Recovery
   • SC welcomed and thanked the PPG for attending the meeting. She explained her recovery and phased return. MO said they are lucky to be with this practice, and all agreed they are happy with the ease of getting appointments. PT mentioned they are well looked after. SC asked the PPG for feedback.
2. Safeguarding – “Blue Whale”
   • SC made the PPG aware of a new app from Russia that encourages children to commit suicide. 130 young children in Russia have committed suicide, and there have been 2 near deaths in Britain. To increase awareness in the local community, drop-in centres were suggested.
3. CQC Inspection
   • The CQC inspection is expected within the next 6 weeks. SC requested the PPG chair and other members to make themselves available for the visit.
4. Health-Watch Knowsley
   • MO explained to the group what Health Watch is about. They are the patient representative and promotion body.
5. Locums
   • SC informed the group that LB is working 3 days per week. Dr. SAR is working Mondays, and Dr. TP now works Fridays. SC is seeing patients in the background and handling telephone appointments.

AOB:

• PPG mentioned that Sedem and Rowlands Pharmacy are helpful.
• MO explained that the local community is helping pensioners in need by arranging Christmas meals and memory games.
• Discussed Knowsley Recovery Service and Knowsley Initiative for youth, umbrella system, and memory games for young people and pensioners.

Date of next Meeting:

To be arranged for August 2017