PPG Minutes

Present

• Surgery Team: Katharine Russen (Practice Manager), Ian Wyer GP (Senior GP Partner), Carla Bunter (Deputy Practice Manager) 
• FOMPS members: Maggie, Les, Kate, Kathy, Andrew, and Gabrielle 

Apologies

John, Caroline, Isobel, Julie, John, James, Delia, Iker, Jenny.

Introductions

The meeting started with introductions as we are pleased to welcome some new members to the group. We also talked about the purpose of the group and Carla produced some information which was circulated to all members. A copy of this is attached to this email.

Actions from previous meetings

Carla went through the progress we have made following previous meetings. These included:

• Waiting room updated. All covid information, floor stickers and unnecessary signs removed from windows and walls. We are also continuing this with a campaign notice board which will change each month and run alongside our social media and website campaigns. 
• Templecombe has been painted – we discussed the flooring has proved more complex to update and at a bigger financial cost than anticipated. Andrew has offered to investigate this for us.  
• Check-in pod has been purchased and installed improving patient flow in reception.
• Website amended within the parameters that the existing site allows. Ensuring the Askmygp icon is more visible and improving navigation for patients. 

The GP improvement programme (GPIP)

Carla talked about GPIP (Please read the attached information regarding the GPIP programme and what it is about) We have been working hard on this for the past 12 weeks in the background. A facilitator attends weekly and objectively looks at all areas of the practice and our current working practices. Although there were no big changes that were required which is great. We have actioned some areas which needed to change. The things we have done include:

• Dispensary answerphone line: Data showed that the Care Navigators were spending up to six minutes on each call. This time was due mainly to medication queries and the need to speak to a dispenser. Six minutes is too long for a call because patients are kept waiting to get through on the same line. It is also not safe as we dispense for approximately 2300 patients and each time there is an interruption, the room for error increases. This needed to change, and this is what has led to the change. All patients are asked to call the dispensary line option 1 on the main menu. A message can be left on the voicemail and the dispenser will pick up the message and respond with a text message which reads: 

During this discussion it was also suggested that the text message received by patients when medication is ready is extremely useful and is currently not consistent. Kathy and Les have had recent visits when medication has not been ready which is frustrating as this leads to repeat visits. 

Andrew asked about the use of data to measure this.  Maggie also asked about texts when prescriptions are sent to a pharmacy.  Ian explained whilst it is possible for both things it is clunky and does involve coding and adding unnecessary data to medical records. Carla suggested it could be down to individual members of the team not feeling so confident using the system which would explain the consistency of the messaging. We have also been short staffed in the dispensary which may also contribute to some of the problems. 

Carla will look into this further and offer some additional training if required. This will be reviewed at the next meeting to find out if this has been improved. 

• Website: We are investing in a new website which will go live in October. This is something we have been looking at for some time and this will act as more of patient portal improving access for all patients. Andrew asked about the financial side of this, and it was explained this is at our own cost as there is no funding available to us to upgrade our existing website. Andrew suggested the use of short videos to help educate patients and has offered help with this. 
• Care Navigators: Our reception team have been rebranded as Care Navigators as it is more reflective of the work that they are doing. All members of the team have administration time which involves clinical coding and summarising, upskilling the team and increasing knowledge with medical terminology.  We are also working with them on a consistent approach to triaging alongside the clinical team and this has improved with clear guidance to follow. Examples of this are the Musculoskeletal (MSK) clinics. We have worked with Lisa to produce a clear pathway for the team to follow which ensures that the right patients are seen by the right person in the best timeframe. This is working well, and they are looking to roll this out to other practices in the local area. 
• Campaigns: We have started running monthly campaigns across social media and the website and this will also appear in the waiting room. One of the most recent ones was our veteran campaign featuring Robert, our Care Navigator, who has a special interest in this area having worked in the military himself. You will see the board appear in the waiting room soon!  We are very proud that Lee, our facilitator, has been so impressed with our work, that our surgery is going to be put forward as a case study. The report from this work will be sent to the Somerset Integrated Care Board and NHS England. 

Templecombe Surgery

We discussed the surgery following on from the flooring discussion earlier in the meeting. Kate enquired about the hedging which Kate (PM) advised has now been cut and the gardener is due to attend again. Andrew asked about the possibility of a new surgery being built to support all the new housing. Ian explained that currently the existing surgery meets the criteria to support the new housing. Options had been explored in the past. Accessibility has also been a problem as the steps are too steep to allow the use of a ramp and where possible patients who require disabled access, attend Milborne Port. 

Ways in which you can help

Here are some ways in which we would appreciate FOMPS support. Emma our Lead Health coach has identified loneliness as one of the biggest factors affecting our patients and neighbouring practices have a good team of Care responders which work really well. Below is the link to register on the NHS website and read all about becoming a care responder if you are interested in this. 

Join up to be a Care Responder

We need more volunteers to support people in their local community with activities including friendly phone calls, shopping, and prescription delivery.

After you’ve registered and checks are complete, you’ll be sent a log in to the GoodSAM app.

To volunteer you will need:

• To be over 18
• Have a smartphone to take part as you will be unable to receive task requests without the app.

Information can be found on the NHS and Care Responders website

Volunteer to help steward for vaccination clinics

I will email you all with dates once we have confirmed our flu clinics as these are likely to be drive through clinics. Help in the car park and waiting room directing patients was really appreciated last year. 

Help promote clinics in the community such as Flu clinics etc. 

Help improve and maintain the small green area outside the middle waiting room which could involve weeding and adding some planters. Any help on this would be appreciated!! 

Next meeting

Thursday 10th October 2024 at 6.30pm, Milborne Port Surgery