Minutes from our most recent PPG meeting

6pm Wednesday 11^th September 2024: Padiham Town Hall

Present

• Peter Frazer: PPG Chair
• Joanne Howard: Practice Manager
• Dr Appleyard: Practice Partner
• Kim Lowes: Secretary
• Patients: 11

Introduction and Welcome

Peter Frazer welcomed everyone.

Apologies for Absence

There were no apologies.

Minutes from last meeting

No questions or comments arising from the minutes of the last meeting.

Agenda Items

Practice Manager Updates

Jo Howard updated everyone on the flu clinic saying no flu vaccines could be administered until 3^rd October. That clinic is completely full but there are still spaces available in the 19^th October and 5^th November clinics. The respiratory vaccines are not being done at the clinics as they couldn’t be administered together. Separate clinics are being arranged. Covid vaccines are not being given by the medical centre. The Covid invitations are from the NHS and not from us.

The 24-hour automated phone system will not continue after the end of October. There have been a number of complaints about it and it has caused an increase in DNA’s (Did not attend). The DNA’s are monitored monthly and patients are firstly sent a text and then a letter and thirdly a letter from Jo. The increase is probably because people book so far in advance and they forget the appointment or they manage to get an on the day appointment and forget to cancel the future one. The automated phone system proved not to alleviate the pressure on the system but rather created further problems. There were 187 DNA’s this month. There will be more appointments opened up on the app. One patient commented that the GP app didn’t work but was assured by Jo that it did. Jo then offered to help the patient with the app if she was happy to come in to see her. One patient said that when she went on the app it asked if she had a preference. It gave her appointments for a month’s time but only gave her the choice of one GP which she didn’t feel was a preference. Jo said that when the automated system goes, the preference will increase on the app. The app is an NHS app and Jo has no control over it. Another patient commented that they felt concern for the elderly who couldn’t use the app and had no other access to getting appointments. Jo pointed out that anyone can still ring for appointments.

Jo monitors incoming calls at 8am every morning and some mornings the queue has cleared by 8.10 am. One patient said that she had waited 40 minutes for someone to answer. Demand at 8am means waiting sometimes but it is unusual to have to wait 40 minutes. Jo invited the patient in to her office so she could have a look at the system and see the calls and how long patients having to wait. Call back is available and should keep patients in the same position.

Jo conducted a survey about the performance of The Practice from 30/7/24-29/8/24 which replicated the National Survey. Jo sent the survey  to 2,900 patients of which 273 (9%) responded. From the results of these respondents the age group that had the highest response was 65-84. The survey is long and perhaps the response was good in that age group as they are possibly retired and have more time. Overall the survey reflected the National Survey results in that generally speaking patients are not satisfied with accessing the Practice for appointments but once they have accessed they are satisfied with the service they receive.

It was suggested that some patients don’t like surveys so it was proposed that a chat with the patients in the waiting room maybe more helpful. A clipboard with questions and pen in the waiting room may also help us get more information. Jo has done this in another practice and got valid information. Jo asked if anyone would like to put the questions together and 3 people volunteered. Jo took email addresses and suggested the flu clinic might be a good opportunity for the information gathering. The clinic on 5^th November is a mixed age clinic so would be appropriate.

It was noted that Facebook complaints have reduced recently. This would suggest better patient satisfaction. Jo noted that excluding Monday this week the phone lines were quieter and that on some days there were available same day appointments after the initial 8 am rush. Anyone requesting an urgent appointment usually gets in to see someone. One patient confirmed this was correct as her husband had been very ill and was seen as an urgent case.

The hubs are another form of getting seen and a new one is being set up at St Peter’s Centre, Burnley. There is also the 111facility which means help is available to patients 24 hours a day.

Jo was asked about the GP to patient ratio which she said was complicated. The Practice is at maximum capacity in the building and cannot house anymore clinicians. The hubs are to accommodate winter pressure but will hopefully be there all year round.

There was discussion regarding how The Practice was performing and how it could improve. Dr Appleyard advised that Reception staff have been trained in Care Navigation but not as Clinicians and their role was to direct patients to the most appropriate appointment or care service.

Jo reminded the meeting that the PPG should work with The Practice to effect change and improvement. It was agreed that the three volunteers would meet with Jo to agree questions for the information gathering event at the clinic on 5^th November. The three volunteers would put the questions to patients and record their answers. The data would be brought to the next PPG meeting for discussion.

Date and time of next meeting

The time of future meetings was discussed and it was suggested that alternating the time between 1 pm during Winter and Spring and 6 pm during Summer and Autumn would be appropriate.

The next meeting will be held on Wednesday 11^th December 2024 at 1pm.

The Meeting closed at 7.05pm.