Our Patient Group
Our meetings are informal with GPs and staff providing news and updates about the services we provide. We often ask for advice and feedback to help develop and improve our services. We also discuss what is going on in the wider health community. Each year our Patient Group helps us to prepare a patient survey and to agree action points from your feedback.
Meetings are held approximately bi-monthly, from 7-8.30pm. If you would like to join us please tell a member of our reception team or email us at firstname.lastname@example.org
If you are unable to attend or prefer not to attend the meetings but still wish to be involved we can add you to our Online Patient Group and send you information and also seek you opinions and feedback from time to time via email. Please click below to join our Online Patient Group:If you would like to speak to a member of our Patient Group to find out more, please let us know and we will arrange for them to contact you.
You can read the minutes of our last meeting below:
Patient Group Meeting: 5 December 2017
Attendees: Dr Johnson, Alison Shenton, Lynda Watts
Alison opened the meeting by welcoming all members.
Car Park Update – the car park survey was carried out from 1 – 21 November but the results are now academic as the local council have adopted the Medical Practice car park. They will patrol the car park twice daily between 7am and 6pm and anyone found parking, without a permit, for over 3 hours will be issued with a parking ticket.
The signage for the car park will be paid by the Practice but the local authority will cover the cost of enforcement and issuing tickets. The revenue received will be kept by the local authority. There will be no structural changes to the car park which is leased from the landlord. Medical Practice staff will be issued with numbered parking permits and a log will be kept centrally. Permits will also be issued to Lloyds Pharmacy, Ambulance Service and Feilding Palmer Cottage Hospital for employees, consultants and visitors. The Practice will also hold some ad hoc permits for patients needing to leave vehicles in the event of an emergency admission to hospital following a visit to the GP.
The new arrangements will come into force on 2nd January 2018 and posters will be displayed on the front door and within the 2 practices. We will also place a notice in the Swift Flash.
PPG/PRG Locality Meeting - unfortunately, due to the high number of apologies received, the locality meeting scheduled for the 19th December 2017 has been postponed. A new date in January will be arranged. We will email the group when we receive information
Two Week Wait Referrals
Re-launch of special leaflet to patients who are being referred urgently under the Two Week Wait pathway. The Practice has been using a similar version which is sent out to all patients when being referred on this urgent pathway.
Dr Johnson explained that UHL are not meeting cancer referral targets – 2WW referrals must be seen initially within 2 weeks and then investigated/operated/commencement of radiotherapy within 62 days of being referred. UHL say they have a lot of DNAs which puts increased pressure on adhering to the above protocol. Dr Johnson gave an example of one patient having 6 DNAs under the cancer pathway.
In addition to patients receiving this flyer, our GPs, when completing the referral paperwork have a “tick box” which shows they have ensured that the patient is aware there could be a serious underlying nature to the diagnosis and to expect an appointment within the above framework. The leaflet serves two purposes - to reassure that the appointment is to hopefully exclude Cancer, but also to reinforce the importance of attending the appointment.
Enhanced Summary Care Record
Alison was pleased to report that 20% of our patients have now signed up to the ESCR which incidentally was the target set by the Practice for pre-Christmas. We are continuing to spread the word and are asking patients when they attend to sign up if they haven’t already done so. Within our CCG we have the 3rd/4th highest percentage.
South Blaby & Lutterworth Hub
Dr Johnson briefly discussed the national initiative to help general practices survive going forward. Practices are encouraged to work together locally and within South Leicestershire, the South Blaby & Lutterworth hub brings together the Wycliffe, Masharani, Countesthorpe and two the Blaby practices. Each of these practices offer patients similar service - same flu clinics, similar geographic, population, ethnicity, similar ethos.
Going forward, registrar training would be done within the hub with a view to keeping registrars once qualified. All practices would have same clear policies (e.g. 48 hour for prescriptions), transparent sharing of information and would ensure less of a postcode lottery for patient care.
New appointment system
Dr Kendall introduced the proposed changes to the appointment system. As all members are aware, the NHS is in crisis and general practices have increased demand and reduced resources, and fewer doctors wanting to work in general practice. Many GPs currently work a 12 hour day and this leads to increased stress and increased threat to patient safety.
In September, Dr Johnson and Dr Kendall visited the Ibstock Practice which is a similar size, same number of GPs and with similar location. This practice introduced the new system about 12-18 months ago and it has revolutionised things. With the Doctor First system a patient first speaks to a doctor before being routinely offered an appointment. It is generally recognised that not all patients need to be seen that day; sometimes a telephone appointment with a GP is sufficient. There may, however, be some scenarios where this system may cause a problem, for example with patients whose first language is not English or with the severely deaf.
At a point when the practice is running at “safe capacity” there may be occasions where patients may be directed to other places, e.g. an Urgent Care facility. In order to demonstrate one of the benefits of this system, an example was given of a patient booking an appointment to see a GP, presenting with “tiredness all the time”, then being booked in for blood tests to be followed up by a further appointment with the GP once the blood results were received in order to then offer diagnosis. This would mean 3 appointments taken up. Under the new system, GP could speak to patient, arrange appointment with HCA for blood test and then book appointment for patient to come in to discuss results – only 2 appointments for patient to have to attend. Whilst face to face consultations are beneficial, 90% of diagnoses are made on patient history and many conditions can be dealt with by phone. As with current system, we would encourage patients to give some detail of symptoms/reason to enable most urgent cases to be contacted first.
Currently, we have 12 lines into/out of the practice but would arrange for extra lines to be installed for outgoing calls only to facilitate the new system.
Since installing the new system, the Ibstock Practice patient satisfaction rating has increased and receptionists report that patients are generally happy with the new system. The partners feel that, as Lutterworth is growing, this system will help us to cope with the increased volume of patients and will offer patients reassurance if they can speak to GP in the first instance. Following the visit to Ibstock by 2 of the doctors, two receptionists will be visiting the Practice to see, first hand, how it works and to have the opportunity to talk to the receptionists there.
As we need to ensure we have adequate staffing levels, it was felt that we would probably start rolling this out from March/April time with a view to having Spring & Summer to get used to the new system.
The new appointment system is only one of the ways we are planning to be resilient in the future. We currently find that some patients are invited several times to carry out annual reviews for each chronic condition such as kidney disease, asthma that they suffer from, going forward we will ensure that these reviews are combined so patient only needs to book one appointment. Working more efficiently in this way will reduce the demand on appointments but also be more convenient for the patient.
Proposed dates for next year’s meetings:-
Friends and Family test
The practice would like to remind patients to take part in our short Friends & Family test each time they visit the surgery.
Please click / tap below to take part
National Association for Patient Participation
Patient participation is a unique partnership between patients, GPs and their practice which is essential to and results in high quality and responsive care.
Patient Participation Groups (PPGs) work in partnership with their practices to:
- help patients to take more responsibility for their health.
- contribute to the continuous improvement of services and quality of care
- foster improved communication between the practice and its patient
- provide practical support for the practice and help to implement change
For more information please visit the NAPP Website.
You can view their latest news here.