The following Questions were raised at the last Patients' Open Meeting at the Practice on 04 June 2018 Minutes of the Meeting
Q Patients receive a text message after their appointment asking them to rate their experience. If a patient responds with a 1, the highest rating and therefore very happy with the service, why do they then receive another text asking them how the service could be improved? A RF stressed that the feedback the Practice receives from Mjog (the texting service) is extremely useful. To-date there have been over 6,000 responses received. RF did also acknowledge that the system needs to be reviewed to reflect this valid point. __________________________________________________________________________________________________________ Q What is the role of the Clinical Pharmacist? A DG stressed that there is not a pharmacy at SHC. Bhavini Velji has recently been appointed to the role of Clinical Pharmacist. It is a full time appointment and Bhavini will work alongside the Doctors to review the Practice’s medicines management (including medication reviews and hospital discharge medications), prescription processes and ultimately relieving the Doctors of tasks they do not need to undertake. DG informed the meeting that this was another example of the Practice listening to patients concerns regarding prescriptions which was raised at a previous PPG Open Meeting. __________________________________________________________________________________________________________Q Are the responses received via the texting service used to provide feedback about individual Doctors? A Yes the information can be viewed in relation to all individual members of the clinical team. __________________________________________________________________________________________________________ Q Is it possible to have a written response on SHCGP’s involvement in the Surrey Care Record? (The Surrey Care Record is a secure, encrypted extract of records from health and social care providers that can be seen and used by authorised staff in the health and care system who are involved directly in a patient’s care). A It was agreed that at the next PPG Open Meeting (date yet to be agreed, but will be available on the PPG website at the end of July) an update will be provided on information sharing. This information will also be included in SHCGP’s summer newsletter that will be available next month. __________________________________________________________________________________________________________Q If a paramedic is appointed and based at SHCGP, is there a danger that Home Visits will disappear? A No. Paramedics may undertake Home Visits, however home visits will be triaged in advanced and if clinically necessary they will be undertaken by a Doctor from SHCGP. __________________________________________________________________________________________________________Q How many Home Visits are currently undertaken by Doctors every day? A Approximately eight to twelve, although this does fluctuate __________________________________________________________________________________________________________Q Would a paramedic have electronic communication with SHC, to ensure that s/he could access patients’ records from patients’ homes? A Smart technology is being developed and systems are in place to ensure that a secure network can be provided. Laptops are already available - two have been purchased and are used when visiting nursing homes. A patient added that London Ambulance Service provide all of their paramedics with a laptop. __________________________________________________________________________________________________________Questions left after the meeting Q When the wooden chairs in the Waiting Room are dragged across the floor they make an excruciating noise. Is it possible to fit them with rubber feet? A Staff will review this– sticky pads had been put onto the bottom of the chairs but have not proved to be an effective solution. __________________________________________________________________________________________________________Q Please could staff in Reception have name badges? This would add more professionalism and make it easier to provide feedback. A Yes, all staff should have a badge. This matter will be passed to the Reception Manager who will order badges for any staff who do not currently have one.