1. Patient Participation Group Meeting Wednesday 11th May
Clive Jones, PPG Chair
Phil Owen, Office Manager
Dr S Kaye, GP

2. Agenda Matters Arising from Previous Meeting
Items Arising from Previous Minutes
Practice Update
Practice Performance
PPG Update
CCG Financial Situation

3. Practice Update Staffing changes - Nursing team:
New Nurse Manager, Emily Stokes
Existing Nurse Manager, Sarah Smith, reducing her hours from 31/5
New ANP (in training), Jo Williscroft started last week
Ruth Carter-Moore and Jacqui Platt recently left
New HCA starting soon

4. Practice Update Prime Minister’s Challenge Fund:
Wellbeing Co-ordinator – Milanda Manger starts today
Physiotherapy First – extended for 6 months
Nurse led cluster service
Operational updates:
Queuing system for phone lines
Self management for life courses well received
NHS 111 taken over from Out of Hours
eLGS scanning project – all Health Records being scanned

5. eConsult now live
Patients can now access via our website and feed in their issues/ symptoms.
The patient will answer a series of questions, and can be given self-help advice, get directed to a pharmacy or the system sends the eConsultation to the practice.
This will get processed by Reception and booked into a GP eConsult slot (or be dealt with by Reception where possible).
The GP will review and action as appropriate e.g. issue prescription, offer tel con.
Patients need to be aged 18+ and registered at the surgery to use this service.
They are advised the response time is by the end of the next working day, so this is not suitable for urgent queries.
If they tick any red flag symptoms, they will be advised that this service is not the best route to raise their concerns and it will redirect them accordingly.
We are going to publicise this through MJOG to patients who are signed up for Patient Access.

9. Patient Access Update
We have been promoting “Patient Access” for over 8 years, which allows patients to book/cancel appointments on-line, order repeat medication and electronically communicate with the Practice.
Currently we have;
3156 patients registered for on-line access as at 30/4/16, which is 25% of the practice population.
Since February 2015 we have been offering patients access to their on-line medical records – in this time we have activated;
543 patients for this service
We are now offering Patient Access training for non digital users.
We are a Beacon site for NHS England and have created a YouTube video to explain the process we went through to other practices.

10. Practice Performance – Patient Survey (Jan 2016 compared to Jul 2015)
Q. Ease of getting through to somebody on the phone?
Q. How helpful are the receptionists?
Q. How involved patients feel in decisions made by practice nurse ?
Q. Likelihood of recommending the practice to someone moving into the area?
Q. Percentage of people booking their appointment online?
Down 5% (but still the highest in CCG) - Continual promotion of patient access on website/ TV presentation/ in surgery. GP appts, NP on the day appts, blood tests.

11. Practice Performance – Patient Survey
Q. How often do you see or speak to the GP you prefer?
Down 7% - due to part time clinical staff and limited capacity this isn’t always possible, but we do strive to do this where possible.
Q. Patients feeling they have had enough support in the last 6 months to manage their long term conditions?
Down 3% - Continual promotion of patient access to medical records. Increased emphasis on self care (including self management course). There was an issue with recall letters last year which has now been resolved.
Any suggestions from the PPG welcome.

12. Practice Performance – Patient Survey
Q. Last time you wanted to see or speak to a GP or nurse from your surgery, were you able to get an appointment to see or speak to someone?
Down 5% - Recruitment of additional GP to address access issues, use of telephone consultations where appropriate, introduction of eConsult, Sign posting to alternate services – Pharmacy First, Extended hours & Physio First.
Q. Overall, how would you describe your experience of making an appointment?
Down 1% - As above. Continual promotion of patient access for on-line booking, queuing system being considered.
Q. Satisfaction with opening hours ?
Down 1% - Traditional AM & PM GP surgery and Nurse clinics, reception sign posting dialogue – extended hours.

13. Practice Performance – Patient Survey
Q. Last time you saw or spoke to a GP/ Nurse from your surgery,
- how good were they at explaining tests/treatments?
- how good were they at involving you in decisions about your care?
Q. Last time you saw or spoke to a GP from your surgery,
- how good were they at treating you with care and concern?
- did you have confidence and trust in the GP?
Q. Overall, how would you describe your experience of your GP surgery?
(good or above)

14. Friends and Family Test
Analysis of comments from Oct 2015 to Mar 2016:
Monthly statistics published on our website
94% likely+, compared to 93% for the previous 6 months
Compared to 90% (CCG) and 88% (England) in Feb 2016
How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Total for Oct 2015 to Mar 2016:
737
Extremely Likely
611
83%
Likely 83
11%
Neither Likely nor Unlikely 7 1%
Unlikely 9
Extremely Unlikely 25 3%
Don't Know 2 0%

15. Friends and Family Test
Top 5
Positive comments:
Service 43
Staff 15
Nurse Consultations 14
GP Consultations 13
Reception team 7
Negative comments:
Appointments 8
Waiting times in surgery 7
Service 7
Car Park 7
Phones 5

16. boughtonppg@gmail.com PPG Update Virtual Group Liaison with Heath Lane
Walking Group

17. CCG Financial Situation
CCG Budget – stabilisation/transformation
Starting Well / Being Well / Ageing Well

18. Are there any questions (or suggestions)?