Patient Participation Group

PPG Meeting – 27th November 2024            

Location- Beltinge Surgery 

Present:

• Jill Clowes – PPG Chair
• Diane Hallett – PPG
• Jackie – PPG 
• Jacky  Moore – PPG 
• Helen Sutton – THMP (via teams)
• Dr Ho - THMP
• Imogen Williams – Senior Receptionist - THMP
• Kayley Tilbrook – THMP - Minute Taker

Apologies    

• Sheila Chesney – Vice Chair
• Carole Harper - PPG
• Lyn Adams – PPG
• Anne Ackland –PPG
• Nicole – PPG 

Gayle Savage has stepped down for the time being. 

Minutes of previous meeting 

Everyone agreed the minutes form July, minutes to go on website

Matters Arising

Gill thanked Millie for the poster in reception advertising for new PPG members.

Pharmacy first inappropriate referrals, how are these communicated? Jill said that she spoke to Crystal U, Pharmacist, just before this meeting who advised that Pharmacy First is still a work in progress. They are not getting enough referrals but also getting inappropriate referrals. Dr Ho said that all clinical pharmacists in the area are part of a Whatsapp group and discuss inappropriate referrals, this information is then fed back to practices during clinical meetings, which are held weekly. Jill asked if Crystal could attend the next PPG meeting. 

Helen said the data shows that there have been a total of 26 referrals in September and 12 in October. 

Jill asked about the My Health App which was presented at the PPG AGM. Helen has let our ACP, Claire, know about it and asked for feedback but we have not actioned this as yet. Diane said there is already an app available for diabetics which measures glucose and sends feedback to Practice. 

Quarterly report 

We then discussed the GPA role. Gill asked for clarification on what this role entails given the media coverage surrounding similar roles in secondary care. What do they do? Can we be reassured? Dr Ho explained that the media has been focused on Physician’s Associates which are not in Primary Care.

Claire explained that our GPA triages e-consults (which are already triaged by the service itself based on answers given and priorities set) and either books an appointment with a clinician or signposts to another service that can assist. If unsure on anything will always check with a GP or book an appointment as precaution. Dr Ho emphasised that a GPA does not treat patients. 

Helen advised that we are averaging 41 e-consults per day now, and that this is switched off over the weekend from 18.30pm Friday until 8.00 Monday to stop inappropriate referrals over the weekend. Feedback from the GPA has been positive. 

Jill reminded all that the Urgent Treatments Centres were open over the weekend for anyone that may need to use them. Dr Ho shared that people can download the ‘Waitless’ app which provides information on the wait times at the UTCs and A&E. 

Jill asked how far in advance pre-bookable appointments are available.  Helen said they are bookable 5-6 weeks in advance. 

Digital inclusion 

Jill asked how this project was going. Claire advised it is a big project as need to identify all patients that are at risk of being digitally excluded. Firstly need to ensure all patient’s contact information is up to date, then need to contact those with mobiles and emails with information on how to sign up to and use Patient Access. We then need to identify all those without digital access to offer support. 

Diane said that patients may not be using online services as unsure how to. 

Helen said that lots of Practices are now going total triage. Demand has outweighed capacity and we will never meet demand in General Practice. Patients call for preventative care as well as illness now and reception try and signpost as best they can. 

Visits 

Lyn, Sue and Sheila carried out these visits.

Jill asked if the surveys at the visits were useful? Helen said that any feedback from patients is always useful. We have undertaken a massive survey Sept – Nov and had over 800 responses. Helen shared details of the questions asked and the responses and overall the surgery appears to be doing well. 

One of the things to come out of the surveys is that barely any of our patients use Facebook and more use the website. We have a new website being built and will use this to share information that we would usually share on Facebook to reach more patients. 

Jill asked if we should continue with these visits next year and Helen, Claire and Dr Ho agreed this would be useful. Helen to think of some useful questions and feedback to Sheila. PPG also asked to think of questions they would like to ask as patients’ themselves, what would be useful? 

Governance Report – Carole’s comments in her absence

Carole wasn’t sure on the new format and asked if we could have a format that was between the old and new. A list of how many similar problems occur, broken down into categories and then a few examples of the breakdown of these such as what happened, what we learned from the event, and any training needs identified. This was agreed, we will send a breakdown of a couple of events and then produce the disposition data for the rest. 

Helen said that we have just updated our policy on data breaches. First one staff member will get spoken to and a file note added to their staff file, second one will be a disciplinary. 

Jill asked if we could invite the social prescribers and Crystal to the next visit? Claire to arrange. 

Practice Items

Jill asked if the phone lines at the Practice are through a specific provider and Helen informed the group that we have to choose a provider approved by the ICB so not many to choose from and they are all digital so when there are internet issues the phone lines go down. 

AOB

Dates for next meetings agreed – 2.30pm start 

• 12th February 2025 
• 21st May 2025
• 3rd September 2025
• 26th November 2025

AGM date to be agreed – September 2025? 

Meeting came to an end at 3.45pm.