1. Patient Participation Group Meeting Thursday 19th November 2015
Clive Jones, PPG Chair
Rachel Kennouche, Practice Manager
Phil Owen, Office Manager
Dr E Henry, GP

2. Agenda Carers Update – Jolene Weaver, Cheshire Carers Centre
Matters arising from previous meeting
 Carers Update – Jolene Weaver, Cheshire Carers Centre
Patient Access/Non-Digital Users
Patient Experience Performance – Patient Survey/FFT and Complaints
Prime Ministers Challenge Fund
– Wellbeing Coordinator/Physio First/Cluster Project
Self Help

4. Patient Access Update
The Practice has been promoting “Patient Access” for the last 8 years. This allows patients to book/cancel appointments on-line, order repeat medication and electronically communicate with the Practice.
Currently we have;
2984 patients registered for on-line access. This represents 24% 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;
282 patients for this service.

6. Patient Experience Performance – Patient Survey (371 patients responded)
Key to Performance Variation
* Green shows improvement
* Red shows decline

7. Patient Experience Performance – Patient Survey
Key to Performance Variation
* Green shows improvement
* Red shows decline

8. Patient Experience Performance – Patient Survey
Analysis of Patient Comments from Survey – Oct 2015
Satisfied with treatment given 51
Difficult to get Appointments 44
Difficult to Phone at 8am 38
Appointments wanted Sat/Sun/after 6 6
Appointments are easier on-line 3
More time with the Doctor 3
There were additional individual comment which will all be reviewed and not all completed surveys included comments.

9. Patient Experience Performance Patient Survey
Action Plan
Queuing system for phone lines (April 2016)
Capacity
Educating Frequent Fliers
Promoting alternatives:
Self help/care
Physio First
Telephone Consultations
Extended Hours and Out of Hours
IT solutions are also being considered at the moment

10. Friends and Family Test
Analysis of comments from April to Sept 2015:
Monthly statistics published on our website
Comparative data will be available next time
How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Total for April to Sept 2015:
717
Extremely Likely
598
83%
Likely 75
10%
Neither Likely nor Unlikely 8 1%
Unlikely 17 2%
Extremely Unlikely 18 3%
Don't Know 1 0%

11. Friends and Family Test
Top 5
Positive comments:
Service 40
GP Consultations 30
Staff 23
Nurse Consultations 17
Appointments 16
Negative comments:
Appointments 12
Opening hours 8
Waiting times in surgery 7
Phones 6
Consultations 2

12. Complaints Summary for 2014/15:
In the context of 72,000 consultations for the year:
Actions taken:
Communication skills being addressed with training sessions
Procedures being clarified with the team
Clinical issues get addressed with a more senior clinician
Written complaints:
Total Number
Number upheld
By Service Area
Medical 9 4
Administration 5 3
Total 14 7
By Subject of Complaint
Communications / Attitude 8 6
Practice / Surgery Management 1
Clinical 17 10

13. Prime Minister’s Challenge Fund:
Wellbeing Coordinator
Physiotherapy First (self referral)
Nurse Led Cluster Service

14. Self Care/ Help: Patient Access Self care week
Promoting alternative resources:
Pharmacy First
NHS Choices symptom checker
Stay well this winter
Asking is your medicine cabinet fit for the winter
Mobile apps (e.g. Puffell for COPD patients)
New Self Management For Life courses
iVan coming in the Spring – date TBC

15. Are there any questions (or suggestions)?