1. November 2011 Patient Involvement Group

2. Agenda! 1. Welcome and Introductions 2. What do we want from today’s meeting? 3. Prescriptions 4. Opening up 5. How can we grow your group? (look at other PRG’s across the country and see what they are doing!) 6. Update on Flu Season. 7. Update on Medical Student Education in the practice. 8. Any thoughts on the Practice Leaflet. 9. Update on “DNA’s” across the practice. 10. The Patient Survey 2010-2011 – your thoughts on questions for our next survey. 11. Any Other Business? 12. Next steps – scheduling our next meeting

3. Ground rules This meeting is NOT a forum for individual complaints or personal issues. We advocate open and honest communication and challenge between individuals We will be flexible, listen, ask for help and support each other We will demonstrate a commitment to delivering results, as a group Silence indicates agreement – please speak up! All views are valid and will be listened to No phones please or other disruptions We will start and finish on time and stick to the agenda

4. How can we grow? How can we further advertise the group in the community? Can we advertise it in our practice booklet? Examples of other groups: http://www.gps- billericayhealthcentre.co.uk/ppg.htm http://www.gps- billericayhealthcentre.co.uk/ppg.htm http://www.monkseatonmedical.co.uk/index.php/p atient-reference-group.html http://www.monkseatonmedical.co.uk/index.php/p atient-reference-group.html http://www.hbgp.co.uk/ppi.asp Top tips from other groups! http://www.napp.org.uk/napp-projects/ppg-case- studies/ http://www.napp.org.uk/napp-projects/ppg-case- studies/

5. Flu Update Last time we met we told you we had vaccinated 100 patients in the first clinic We’ve now vaccinated 1090 patients and have around 400 vaccines left!

6. Medical Students We’re full to the brim with both medical and nursing students in the practice. Currently we have: 4 medical students in their 5 th year of training 1 medical student in his 3 rd year of training 4 medical students in their 2 nd year of training 3 nurses in their second year of training And we will shortly have both paramedic students and pharmacy students joining us too!

7. Attendance updates When patients do not turn up to their appointments at hospital or at the GP Surgery it is called a “DNA”. Which means “Did Not Attend” October 2011 – 54 hours worth of DNAs October 2010 – 56 hours worth of DNAs Still incredibly high – but its moving in the right direction! We hope this is due to texting patients

8. Attendance updates As you know we put up posters advertising how patient patients have DNA’d their appointment. We thought it had a good chance of working but came across a research study that stated… “drawing attention to the frequency of unwanted behaviours often 'normalises' such behaviour and results in a subsequent increase in its incidence. Secondly, these signs target the wrong patients because they will only be viewed by those who actually attend their appointments.” So basically its better to put up signs that say “90% of appointments were attended”, rather than saying “one in every ten patients doesn’t turn up” One GP practice adopted this method of putting up the number of appointments that were attended and their DNA’s reduced by a third over a 12month period! Should we change our signs to champion those who do attend? Which method do you find most effective?

9. Our Patient Survey The Patient Survey is a national questionnaire sent out to patients at each GP Surgery around the country. A percentage of patients are selected from each practice and an analysis sheet is created based on their answers. If practices get top results from the patient survey then they get an accolade from the PCT for quality services

10. How do you normally book your appointments to see a doctor or nurse at your GP surgery or health centre? %N In person2469 By phone91258 By fax machine** Online** Digital TV** Doesn't apply** Total 283

11. In the past 6 months, how easy have you found the following: Getting through on the phone %N Haven't tried923 Very easy41110 Fairly easy42113 Not very easy514 Not at all easy** Don't know** Total 269 In the past 6 months, how easy have you found the following: Speaking to a doctor on the phone %N Haven't tried45108 Very easy1023 Fairly easy1126 Not very easy1025 Not at all easy1537 Don't know1023 Total 242

12. In the past 6 months, how easy have you found the following: Speaking to a nurse on the phone %N Haven't tried2359 Very easy3076 Fairly easy3178 Not very easy820 Not at all easy** Don't know410 Total 252 In the past 6 months, how easy have you found the following: Getting test results on the phone %N Haven't tried3688 Very easy1845 Fairly easy1638 Not very easy717 Not at all easy923 Don't know1433 Total 244

13. If you couldn't be seen within the next 2 weekdays the GP surgery or health centre was open, why was that? %N No appointments7030 Time didn't suit me** I didn't want to see that doctor** I could have seen a nurse but I wanted to see a doctor3515 Appointment was at a different branch** Another reason** Can't remember** Total 43

14. Last time you tried to, were you able to get an appointment with a doctor more than 2 full weekdays in advance? %N Yes6665 No3130 Can't remember** Total 98 In the reception area, can other patients overhear what you say to the receptionist? %N Yes, but I don't mind57159 Yes, and I am not happy about it3392 No, other patients can't overhear513 Don't know616 Total 280

15. How helpful do you find the receptionists at your GP surgery or health centre? %N Very helpful55153 Fairly helpful38106 Not very helpful410 Not at all helpful** Total 277

16. What next? When will our next meeting be? We will send you (either by post or by email) a copy of the meeting minutes Prior to us publishing the survey we will share the draft with you all and ask for your amendments. When we meet again we will share the patient feedback and start a plan of action!