Frequently Asked Questions ... 19 June 2017 ___________________________________________________________________________
The following Questions were raised at the last Patients' Open Meeting at the Practice on 19 June 2017 To see the Minutes of the Meeting click here ...
NH asked the attendees if 2 Open meetings per year would now be sufficient in view of the progress the Practice has been making, but acknowledging that change within the NHS is often slow, and updates provided at the 3 meetings can often be repetitive. Additional meetings can be scheduled if the need arises.
Could wooden bars be fixed to the Waiting Room walls to protect the paintwork from being scratched by chair backs? RF will address this with the contractors doing the building work in reception. A recurring issue is the practice are trying to improve the environment for patients. The community provider (formerly Virgin Care and now CSH) who rent 55% of the building have taken no interest to date in improving the environment . The practice will be exploring the sharing of costs of improvements with CSH as resources are stretched having funded the waiting room improvement, reception improvements, the formation of a new consulting room, Room C and other improvements (with the valued help of the PPG and County and Local Councillors).
Could a water cooler be provided in the Waiting Room? RF advised that this is being considered but there is an issue of funding. If SHC provide this facility all patients would use it. This being so the Private Provider also needs to contribute. This discussion needs to be progressed. A trolley with water on it will be provided short term during hot weather.
Q Did DR. Gill enjoy his Paternity Break? He confirmed that he did.
Q Is the MP involved with the NHS Property Services issues? RF confirmed that he is, but the effect of this remains to be seen. Paul Thomson advised the MP cannot attend the LOSRA meetings where he was due to be guest speaker as he has to be in the House of Commons. The MP should be meeting with the SHC and the CCG in due course.
Q Can the MP help with the sheer number of patients/ Can the Practice refuse to take on new patients? Dr. Gill responded saying that the MP is not the right person to help with this. He further advised that SHC group practice can’t close their lists. There would be financial penalties if this happened, and it would have a negative impact on patients who wanted to register new members of their families (as for example when a new baby is born). Closing the list could mean that some members of a family were looked after by SHC and some elsewhere. This is not desirable. RF is working on trying to find more capacity within the existing space. NH confirmed that there are the right percentage of clinical staff for the current patient population. RF advised that capacity planning is very tight, is extremely well managed by Sasha the Assistant Practice Manager, although rooms are close to 100% occupancy. It is expected that Room 9 (50% of the week) and Room 10 (100% of the week) will come on stream shortly providing 300 additional GP/Nurse Practitioner/Nurse or HCA appointments per week.
Q is there involvement from Local Councillors? NH advised that there is and they have been supportive Tim Evans and other councillors have been very helpful and provided much of the funding for the notes container. Q has the failure to attend appointments rate reduced with the text messaging reminders? RF confirmed that (apart from today – maybe due to the extreme heat) the DNA rate has improved since the introduction of Mjog. The practice is considering how to address the issue of repeat offenders. If the patient’s do not have mobile phones or email access, then consideration may be given to using the patient’s home phone number although this is an additional cost to the practice.
Q (PT) what is the percentage of patients that have provided mobile phone numbers? RF advised that 800 patients have signed up for online access since November and 15% of patients are now signed up for patient access. Q (BC) asked how many patients don’t have mobile phones? There was general comments and agreement that this percentage is likely to be small. Comment Mjog sends a text following each appointment asking if the patient would recommend the Practice to others. RF advised that 86% say they would recommend SHC. It also asks could the experience be better? These comments need to be examined further for trends. A vote of thanks was made by an attendee which was supported by a round of applause from all those present.
NH closed the meeting promptly at 7.30 p.m. Following the closing of the meeting a further question was asked:
Q Is there a BP machine available at SHC to allow patients to check there own Blood Pressure? JP advised that she did not know, but this would be discussed at the next PPG Core Group and a response made available via the website. Two patients came forward to enquire about joining the PPG Core Group. NH provided them with some insight into the commitment required and took both their contact details.