Tuesday, 27th November 2018
Ms Lyn Gray-Williams
Mr Allan Carter
Christina welcomed the team to the meeting.
Alan commented that the website remains out of date as Patient Survey still showing 2016 date, and that he has been experiencing issues with the website and stated that it’s not easy to navigate around it, stated that other patients must be having the same issues as him.
CW – informed that website needs to be updated, and that perhaps a more user friendly one needs to be created informed the team that she would speak to Nicola with a view to approaching perhaps another company to create the website – GP Solutions.
Nicola confirmed that the current website will remain, and that we will approach the company “my surgery website” to perhaps update the website and make it more friendly for patients to navigate.
Nicola confirmed that she makes changes to the website as and when necessary and informed that she will ensure that the information is correct.
It was discussed that patients receive text messages to remind them of their appointment time, and that some do cancel by reply, although others continue to DNA their appointment therefore not informing the surgery in order to cancel. CW informed that DNA letters continue to be sent out and once the patient has DNA’d three times the issue is then handed to Lesley Dagnall for removal.
Patient messages are sent via Mjog, and it was discussed that once the patient has had his/her appointment that the Practice sends a message enquiring about the Patients experience and for them to reply to the message of which would give the Practice stats of their experience whether good or bad at the Practice.
It was discussed that the HCA clinics are doing well, and there has been an increase in NHS Health Checks and regular reviews of blood results are also undertaken by the HCA.
The appointments system was discussed and that we continue to offer pre-bookable, on the day and telephone consultations, and that out of our patient population of 7539 there has been a 24% uptake of Patient Access of which is going well, no complaints received and all appointments are now open to allow patient access bookings, phone lines are not as “bottle necked” as patients now choosing to book on line via patient access.
Confirmed that I am not aware of any feedback from those Practices who are trialling “video consultations”, CW will liaise with Nicola to see whether she has received any feedback.
It was discussed that Reception staff continue to triage calls to the appropriate clinician and this is proving to be good.
Allan informed the team that the “patient survey” there has only been one further response since the last meeting and that if more responded then this would give a true representative of responses.
Alan enquired as to whether we still have a NAPP membership as he used to receive regular news letters and that for the past 2 years he hasn’t received anything, informed will check with Nicola and if not then we would review.
Informed the team that flu clinics have been ongoing throughout the month of October and these have proved successful for those patients who requested the appointment via their GP, as in some cases patients were approached via the chemist to have their flu vaccination and that a large amount of patients had their flu vaccination at the chemist as oppose to the surgery. CW informed that the chemists received their flu vaccinations before the Practice and that we had a delay in delivery especially for the over 65 vaccines, and that the order has been submitted for next years flu vaccines and that next year the Practice will run “open flu clinics” on a Saturday of which has been proved successful in the past.
CW confirmed that call recording is now in progress and so far that this has proved to be very successful when identifying an issue with a patient.
It was discussed again about the new housing estate and would we be able to cope with the onset of several hundred new registrations.
It was discussed that we advertise the PPG group and invite new attendees to the meeting.
Next meeting Tuesday, 26th February 2019 at 12pm.