Patient Participation Group (PPG)

 

We have a proactive Patient Participation Group who work with the practice to help us provide the best possible service to our patients & we meet regularly throughout the year.

If you are interested in joining the group or have any suggestions for discussion in the future, please speak to a member of our reception team or complete our secure online form

Minutes of PPG Meeting: Monday 10th October 2022

  • Present: Ro (Chair) Bo, MB, TF,  RB, SF, LK, PA, SC (Care navigator), SM (Practice Manager)
  • Apologies: AS, SS, SD, SCY 
 

1. Minutes of the meeting held 19th July

Were agreed

2. New Members

We welcomed four new members this quarter,  SF, LK, RB  who were present this evening and AS (apologies given).  All patients have expressed an interest in becoming involved in the practice and bring some new ideas and suggestions.

3. Website Update.

Our application for funding has been delayed until 26th October. Members are requested to try out some websites if this goes ahead so that we can have a website that is patient friendly.  Particular attention to the ordering of repeat medication, options and communication from the patient to the practice. 

4. Accessible information standards (AIS)

SM explained that the Practice needs to be aware of having information available to patients that may have limited access i.e. hearing or sight problems.  We are working towards having larger print available for patients with sight issues and already have a hearing loop / sign language interpreter for assistance with hearing. SM requested that patients who have either a temporary or deteriorating condition make the surgery aware so that we can put in place additional facilities for them.  A note can be made on their record to make staff aware when appropriate. In November Practices are expected to make access open to patients from this date.  PA uses ‘Patient Knows Best’ (PKB) to request meds.  There are a number of  Apps available; NHS App, Patient Access, PKB etc. 

5. Registration Form

Recently updated to incorporate additional information needed when registering patients. Feedback from members – too much emphasis for patients to use on line facilities.  Some patients prefer not to use IT and this should be understood and respected. 

6. Patient information leaflet also updated

Again members felt there was too much promotion of on-line activity.

7. Hailsham Active

This service has been promoted by the practice recently and has been well received by patients.  It is open for all and encourages activity and communication.  We need to continue promoting this service, it is free and funding provided as long as numbers are increasing. 

8. GP Appointments

From 1st October Livi has been discontinued.  This service was withdrawn due to funding and patients will now continue to use 111 outside of surgery hours. Livi was offered as an alternative to patients who were unable to speak to a GP due to over-demand and allowed them to speak to a GP remotely.  It was felt a great pity to have lost this.  It is available privately but for the vast majority of patients this will not be an option.  111 is still operating 24/7. The disappointment has been escalated to the Integrated Care Board. 

9. Care Navigation

Sarah explained what this was and how we can use this within the surgery to ensure patients are signposted directly to the service that can help them rather than speaking to the GP first. By achieving this, there will be additional appointments that can be offered to patients that are needing to see the GP. We also have a community pharmacist where a patient can have a face to face appointment with the pharmacist of their choice locally. Just 5 referrals per week could free up over an hour of GP appointments. 

10. Newsletter

The Autumn newsletter is now available to patients.

11. Patient Survey

A survey is currently being completed and results will be sent out to the PPG. It is looking at how patients contact us and if they know what is available to them. 

12. Communication 

Email – our email has now been updated which is connected to our secure online forms. The old email will continue to run for a few weeks but will eventually be switched to the new email.  Please amend address asap on your records.  

Phone statistics were shared with members and we are looking at introducing a second level of options for patients using the telephone.  Mixed responses to this and if it goes ahead would need review and amendment to ensure it is an improvement and not a nuisance. 

13. AOB

Members asked if we could look at where we hold PPG meetings as the waiting area is not ideal and can be very distracting for both members and patients that are still in the waiting room.  The Library was suggested as an alternative, continue with a 6.30 start. 

Could we invite our local MP to every meeting – SM suggested that she was invited to the area PPG chair meetings where a variety of issues would be discussed with all nominees from local practices and would give her a good feel as to how General Practice is now operating. 

Next meeting January 2023 date and venue to be confirmed.