Patient Participation Group (PPG) Minutes

Transcription

1 Date: 8 th of August, 2018 Time: 6pm Venue: Birchwood Surgery: Staff Room Patient Participation Group (PPG) Minutes Attendees: Zoe Smith Practice manager, Jay Chandarana PPG Chair, Alison Cotterill PPG Vice Chair, Hannah Phillips PPG Secretary, Brian Marshall PPG Member, Peter Wenman PPG Member, Carol Pillinger PPG Member, Sheila Steele PPG Member, Paul Valente PPG Member Apologies: Dr Setty GP representative Item No: Topic Action: 1 PCG (Patient Commissioning Group) Meeting Update 26 th of July, 2018 Attended by Alison and Jay Slightly poor turnout although it was noted that it was a particularly hot evening. Plus, what with it being the middle of the summer, a lot of people would have been on holiday so would have been unable to attend. Age UK Community navigators. From the information Jay and Alison gave, it sounds like the community navigators will be in place in order to help older people stay out of hospital by signposting to other services. This could include to pharmacies to deal with minor issues, helping people get online so they can use online services and resources, accompanying people on short walks or going to appointments etc. Social prescribing a way for people to access local support services for example, meals on wheels, carers, cleaning services, community care for social interaction for isolated people. The programme has link workers and navigators to negotiate between GP services and local services the aim is to reduce the inappropriate or avoidable use of hospitals, primary and home care and to reduce social isolation and improve personal wellbeing.

2 It has been trialled in Wakefield and is going to be rolled out across Hertfordshire in 2019 apparently. The main hub will be based at Lister, and then there will be satellite services based in GP practices. Phlebotomy Service The service as a whole needs improvements and streamlining. The regulations need to be more effective and work towards fixing the issues the service face. There are now patient representatives on the panel so hopefully this should make a difference in the future. Patient Voice The Patient Voice group are encouraging people to join their local Patient Participation Groups. N.A.P.P (which is the National Association for Patient Participation) provide a lot of resources like pledge packs and How To guides for free of charge. The PCG acknowledge this as a good website to work from this is also a website Zoe had mentioned to us during the last meeting. Terms of reference The PCG would like to review their terms of reference so they can be as updated as possible. Support from GP s The PGC have said that they want there to be more support for unpaid and informal carers especially young carers, and even more especially young carers with mental health issues. Organisations like Carers in Herts and Young Carers in Herts are going to be working with schools/colleges again, especially with those who have mental health issues. Locality Meetings At the locality meeting, surgeries from the local area discuss what they have been doing at their surgery, what their surgery has planned and any idea worth sharing to other surgeries.

3 The mental health unit at the North Hertfordshire Stevenage GP practice is reported to not be running well. They are struggling to find extra Doctors to cover the extended hours and by the sound of it they are having some general issues with staffing. The organisers of the locality meetings would like 2 people from the PCG to attend these meetings as well. This can give more of a variety of ideas and opinions on what each surgery needs or would like. PPG Update Each surgery reported back interesting things about what has been happening in their surgeries to gain interest in the PPG. These included: Starting up Facebook patient groups Open diabetes meetings Word of mouth encouraging people to join Improvements in DNA statistics Newsletters Health walks Improved surgery websites Patient Network Quality Feedback The group discussed what things would make the lives of those who work for the NHS (and want to work for the NHS) lives easier. This includes: The need for affordable housing for NHS staff in the area. More apprenticeships offered within the NHS especially for nursing or and clinical staff. A hotline for NHS staff to report any worrying issues.

4 NHS 70th Birthday Campaign The group was encouraged to make pledges to the NHS. This includes things like promises to lose a stone in 2 months, starting to go on health walks, volunteering more etc. All of this could help your health and other people s health, and this could potentially help a lot of people in the long run by making people less likely to fall ill and need to go into hospital. This could save the NHS more money. CCG Patient Involvement Projects There are some projects which the CCG would like PPG s to promote and get involved with. For example, the Letchworth Park run is a great place to either volunteer or take part in. Park run is an event which happens all over the world usually on a Saturday morning. It is run by a group of volunteers and it is a 5k run, walk or stroll which is open to anyone. If you can get a GP to prescribe something like this, this would save the NHS money and would be for a different way for surgeries to engage with patient groups. Hannah mentioned that she does already volunteer for Park run so if this was an option that we did want to support, advertise etc. then Hannah does already have previous knowledge, knows the people there and would be happy to help. AGM of East and North Herts CCG The next meeting will be held in the Fielder Centre in Hatfield on the 6 th of September from 9am 12pm. Any volunteers to go? PPG Members PCG meeting This will be held on the 25 th of October in Hitchin. Any volunteers to go? 2 PPG Improvement Plan: CFF 2018 / 2019 Presentation The CFF (Consolidating Funding Framework) want surgeries to put together a plan for improvement of Patient Participation Groups. As the last meeting was cancelled and there was an upcoming deadline, Zoe created a plan for us and will pass on what goals she has set for us.

5 Key actions: Improve uptake of patients registered for online services. Improve uptake of patients using the Electronic Prescribing Services (EPS). Improve communication between Practice, PPG and patients. PPG and Practice to recognise the demographics and health characteristics. Proposal Improve Online Services: Update our registration pack, making sure to include GP online services leaflet and giving another person access to GP online services. Change the registration form to an opt-out option rather than an opt- in. Display posters and leaflets around the surgery and put slides onto our call screen. Send SMS campaign to those who are not already signed up. PPG are to help promote services potentially a section on our newsletter or PPG board about PPG member experience. Hosting a PPG promotional day. Improve Electronic Prescribing Services (EPS): The EPS service is a time and money saving, free, service that sends your prescriptions straight over to your nominated pharmacy. EPS will save you time queuing at the reception desk waiting to pick up your prescription. You will not have to stand at reception while a receptionist goes and gets the Doctor to sign it if it has not quite been done yet.

6 Display posters and leaflets around the surgery and put slides onto our call screen. EPS means that your prescription is created by your Doctor, stored on our private database and then sent straight over to a pharmacy or your choice this means no chance of it getting lost or misplaced. Nominating a pharmacy means you can also tell them when your repeat prescriptions are due, and they will order them at the appropriate time for you. This can save you coming down to the surgery every month to order them. Also, pharmacies do have a service where they can deliver straight to your home this would be something you could arrange with your nominated pharmacy. PPG are to help promote services potentially a section on our newsletter or PPG board about PPG member experience. Hosting a PPG promotional day. Improve SMS Services: Having SMS access can be really helpful and save you a lot of time. Display posters and leaflets around the surgery and put slides onto our call screen. You will receive text reminders of your appointments, you will be able to cancel appointments via text messages and you will be able to take part in patient surveys via text message Change the registration form to an opt-out option rather than an opt- in. PPG are to help promote services potentially a section on our newsletter or PPG board about PPG member experience. Hosting a PPG promotional day.

7 Statistics Out of the 13,687 patients registered at Birchwood, 6974 of them are registered for online services. That s 50.95% % of Practice population is female and 48.58% are male % of female population are signed up to online services % of male population signed up to online services Educational Seminars Dr Setty is looking into running educational seminars. This would mean that Birchwood Surgery would hire out a hall and invite patients to come down and listen to the talk. The main topics we were looking at starting are back pain, diabetes and dementia. If this was proving popular then we would look on expanding the talks to bigger venues, bringing in other speakers, looking at a range of topics to talk about etc. What does this all mean? This shows us that we need to focus a little more on getting men to sign up to online services. Plus we need to focus more on the years old who, in theory, should be quite well adjusted to using smartphones and SMS services so should be easy to sign up. For some of our older patients who may need extra help learning how to use this new technology or who want to understand exactly what they re signing up for we talked about we are looking at potentially running little lessons. This would involve a member of staff talking to a group of people and helping them through the process of signing up to everything. If this proved popular we would run classes more regularly, if it wasn t too popular we would only run it as and when needed really. The overall end goal is to have a 20% reduction in the total of people who are not signed up to these services.

8 3 Advertising the PPG As part of trying to make the PPG a better group, one thing we have been focused on is getting more members with more of a variety of age. This will give us a variety of different perspectives and hopefully will give us more of an insight into the different problems, different groups of our patients face. Zoe did do a text drop to ask if any of our patients would be interested in joining the PPG. Out of the couple of hundred of people that Zoe did text, six managed got back to us. Hannah designed an advertising leaflet to send out to these people. The leaflet speaks about who we are as a group, what we do, what we are not and how to try and become a part of the group. Hannah also made a short questionnaire for the applicants. The leaflet and questionnaire was sent out to all six applicants. As of yet we haven t heard anything back from them we will follow up with some phone calls in the future but we need to give them an appropriate amount of time to respond. Another way of letting people know about the PPG would to be to advertise it in our newsletter. Hannah has just taken over the task of writing the newsletter so she will add it to the list of topics to include in the next issue. There will be general information about who we are, what we do and why we do it plus it would be a good opportunity to use the mini testimonials the PPG members gave me so we could show what people in the group think of it. Thirdly, a way we could advertise would be via little open days. For example, on the Saturdays we run the flu clinics in the autumn, we could have the PPG members come in and host a stall to talk about who we are, what we do etc. This would give the members an opportunity to share their experience with the group and relate to patients in a different way that the staff would be able to. This will also be a good chance for the PPG members to help promote SMS services, EPS and online services. Provisionally, the dates for the flu clinics are looking likely to be on the Saturday the 13 th of October and Saturday the 20 th of October between 9am-12pm. If you would like to participate in these dates, please your interest to Hannah and she will make a note of it.

9 4 Booking appointments One of the things that was discussed in the last meeting was patient s frustration about the system for booking appointments. Zoe has been looking into this for a couple of months now, and based off of patient s feedback we have made some changes. These changes are: You are now able to book routine appointments up to 4 weeks ahead of the date you call. This is available to do over the phone or via our online booking service. Out of the appointments which are available in the 4 weeks, we have focused on making more of them online appointments so people are able to book via our website. It was mentioned if patients would be able to book nurses appointments online. Zoe explained that nurses appointments are specialist appointments and do need our reception staffs knowledge to be able to book them in. 5 A.O.B. vs Whatsapp vs Asana So there has been a bit of a debate about what is the best way to keep in contact. Some members of the group felt like Whatsapp would be a good option. Although it sounded like a good idea it was recognised that everyone would need a smart phone for this to work, and not everyone does. Therefore we have ruled it out as an option for us. Zoe suggested Asana, a website that can be accessed both via a secure website on the computer and via an app. Zoe felt like this would suit the people who wanted something they could do from their phone, but also for people who wanted to stick to a more traditional form of communication it would be quite similar to . Although this was acknowledged as a good idea it felt a bit pointless teaching people how to use this new programme when is actually doing the job for us. We agreed to stick to for now. We have not ruled out using other communication tools in the future though.

10 EPS / SMS / Online services Hannah will write out a How To guide to help show the group how to sign up to these various services. It would be ideal for everyone to sign up so they can lead by example when it comes to asking other people to sign up. Hannah PPG Board As discussed in the last PPG meeting, Hannah was tasked to update the PPG board. It has now been completed so please take a look at it when you have a chance. FLU Campaign 2018/19 This year there is a new vaccine for the over 65 population known as Adjuvanted Trivalent, which is known to be more effective for this age group and the preferred vaccine as published by NHS England. Ordering for surgeries has changed slightly this year with the introduction of the new vaccine, which will be delivered as 40/20/40% split over September, October and November, which means surgeries, will need to re-evaluate their flu plans for this year. Birchwood will continue to run two Saturday clinics and would like some of the PPG members to come along and campaign to help improve sign up to online services. PPG members to let Zoe and Hannah know PPG Members 6 Next meeting Tuesday the 4 th of December, 2018.