аЯрЁБс>ўџ 9;ўџџџ8џџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџьЅС` №Пybjbjъъ 4(э€э€yџџџџџџЄЌЌЌЌЌЌЌР$ $ $ $ $H Р‹2p p p p p p p p       $Нh%Ј0ЌS p p S S 0ЌЌp p Eс с с S Ќp Ќp с S с с :2,ЌЌКp d \ TмЯЩ$ ] ^ [0‹hRЭg dЭКЭЌКPp "’ с Њ О •p p p 00Ы p p p ‹S S S S РРРd$ РРР$ РРРЌЌЌЌЌЌџџџџ NETHERGREEN SURGERY PATIENT PARTICIPATION GROUP NOTES FROM MEETING APRIL 28TH 2009 Present: Patients: Peter Jenkins, (Chair) Murray Wilson, Roger Mills, James Garnett, Patricia Woods Nethergreen Surgery: Dr Emma Ludlow, Richard West (minutes in absence of VM) Apologies: Vera Miles, Audrey Whippey, Muriel Francis Minutes of last meeting: Agreed Items for discussion from last meeting Telephone access: Considerable discussion around this area. 2008 patient survey results discussed – noted that majority (254/390) felt access was good or better – MW commented that over 100 felt it was fair or worse and we need to improve in that area- also mean score lower than national average. What are the main problems? – seem to centre on the rush at 8.00 am when phones are available and doors are open. What can be done? Why do patients rush for 8.00 am availability? Most felt that it related to possible lack of appointments later in the day – afternoons. RW pointed out that slots are kept back and released around 11 am for later availability – are patients aware off this? Patients present were not – suggested better information to patients required. Other suggestions to improve telephone access included: Patients could be more explicit in their requirements when phoning – advise receptionist if appt required is urgent for the day or is required a few days in advance Staff to ask patients if they require an appointment or a telephone call (all liked the idea of telephone consultations) Could medication reviews be done over the phone? EL advised we are currently looking into this. This was a popular thought for all present. More appointments available to be booked via the internet – patients to make greater use of the EMIS access system. Agreed to do a demo of internet booking/repeat prescriptions at next meeting. Could calls be directed to a call centre? Both EL & RW felt this would lose the contact between staff and patients. Length of appointments: Most present unaware that appointments have been of 10 minutes duration for several years. Also unaware that option available to ask for double appointment if more than one problem needs to be discussed. Main points of discussion were: Patients should advise/staff ask, if appointment is emergency or non –emergency Could staff ask if single or double appointment required? Could some double appointment slots be made available on line? Would more double appointments help surgeries run to time? Could more double appointment slots be made available for advance booking, and then returned to single slots if not booked (say 48 hours ahead)? Offer longer appointments in afternoon/evening – leaving morning slots available for acute on the day appointments More information needs to be available Discussions on both subjects were positive and helpful - general feeling was that more information needs to be available to patients. Satisfaction with consultation/feedback: All happy with this area, but suggestions included: Could patients be made aware of the individual GP’s specialities – patients could then book appointment with appropriate Doc if specialist advice required. Better information available to patients on services provided by Practice. Perhaps include a “did you know” section in the Newsletters, highlighting 2 or 3 bits of information. Whilst happy with Docs, it was felt that the attitudes of admin/reception staff sometimes left a lot to be desired! To discuss in further detail at next meeting. AOB: JG raised concerns over new Referral Information Service – confidentiality etc. RW outlined reasons for this in respect of monitoring referrals to Secondary Care re cost implications – could charges for referrals be discussed at next meting? Date & time of next meeting: June 1st 6.30 pm at Nethergreen Surgery; PJ unable to attend so a volunteer required to chair the meeting. Need to also agree frequency (bi-monthly or quarterly) of future meetings /01;LNTUivwyКЯы   < = ? 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