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

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

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

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

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.

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.

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.

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.

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.

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)

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%

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

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

CCG Financial Situation boughtonppg@gmail.com CCG Budget – stabilisation/transformation Starting Well / Being Well / Ageing Well

Are there any questions (or suggestions)?