Patient Participation Group
Red Practice, Whitefriars Surgery – Patient Participation Group Meeting - 19th March 2008
In attendance 6 patients, 1 GP, Practice Manager & 3 Administration Staff.
Purpose of Meeting – Help Practice to plan change with feedback from patient group.
This was the third meeting of the patient group, with two new members present. We gathered together to discuss mainly the results of the patient questionnaire and possibly further discussion and viewing of website pictures of our twinned practice in Malawi.
The practice staff and doctors had a chance to read and reflect on the results/feedback of the patient questionnaire before this meeting. The results could have been better and we would hope to improve greatly and looked forward to this discussion with the patient group.
The patient questionnaire was passed around and read. Everyone at the practice was keen to have the patient views on how they could see the practice improve on their access. We discussed a possible change of appointment system that may make things better and easier for patients to get an appointment.
The patients were asked for their opinion on possibly an ‘advanced access’ type appointment system, where they would be able to phone up and get an appointment on the same day (the practice currently have a nurse triage system to deal with appropriate requests).
The patients present did not have any complaints regarding the current appointment system, although when the suggestion of possibly getting an appointment straight away was suggested, it seemed like a better option than the nurse triage, where a nurse would phone you back to discuss the priority of the appointment needed and offer an appropriate time.
Everyone present seemed interested in improving access to the practice, but some concerns were expressed regarding ‘continuity of care’ ie being able to see regular doctor. It was agreed by everyone that this may be a compromise that was worth some thought.
Other suggestions from group were as follows: –
The possibility of a drop-off parking space (ie for collecting repeat prescriptions).
The group were also made aware of the chemist being able to pick up prescriptions if desired, for those who didn’t already know.
Newsletter – the patients welcomed the fact that this was already being prepared and printed off for the waiting room and also posted on-line with up to date information regarding the practice.
Semi-automatic doors – not really highlighted enough. One of the group who uses the practice didn’t realise we had them. It was noted that the sign is blocked by the water facility inside the first set of doors.
Self check-in – quite new, no-one present knew about it, suggested we highlight further and practice already planning to do this.
Hearing loop – admin staff need to check if this is working effectively.
Results – it was suggested that the practice should phone patients with results rather than the patient having to phone in. The GP present said although the practice was likely to contact a patient with any results that required action, it was thought good practice to involve patients in their own care and to encourage the two way partnership by patients continuing to phone in.
Saturday AM surgery would be convenient for extra surgery times.
Patients could speak to nurse for their test results – positive response.
Waiting rooms can be a lonely place - no-one speaks – silent – is there any solution? People often anxious re possible illness etc, so possibly not.
We ran out of time as this was an evening meeting and after 8.30pm, so we decided to discuss Malawi and view pictures next time.