April 19, 2023
Agenda
Brockwood Medical Practice Patient Participation Group
Face-to-face Meeting Follow-Up
2pm-3pm, 19th April 2023, at Brockham Surgery
Attendees: PPG Members, PPG Chairman, Liz Spreadbury (Brockwood Medical Practice, Practice Manager), Dr. Lucy Rawson (Partner GP)
1. Introduction: PPG Chairman & Liz Spreadbury
2. Discussion Items (set by members of the PPG):
Structure of Brockwood Medical Practice – how managed across sites, availability of stats (missed appointments etc.)?
Clarify structure ‘above’ Brockwood Medical Practice – Dorking Primary Care Network? DHC (Dorking Hospital Community) GP Federation? Surrey Heartlands Integrated Care Strategy? Surrey Health & Wellbeing Strategy?
Linked to the above – access to weekend and evening GP appointments via DHC GP Federation?
Workload capacity - Brockwood Medical Practice seems very busy post pandemic – why? –
Online appointment booking system – overview of process (triaging/type of request to submit?), pros & cons, areas for improvement –
Ability to message/question/request relevant individuals when made in person or by phone
Consistency of same GP/patient contact (notably for chronic conditions)?
Patient update process on test results (blood or other) if inside/outside of normal range
Prescription processing errors?
Increase space inside NH pharmacy to avoid queuing outside in poor weather?
Fill in car park potholes at NH surgery to avoid puddles?
PPG Noticeboard in each surgery?
PPG – similarity of Brockwood PPG to the form suggested by The Patients Association? Does Brockwood PPG have a constitution or terms of reference agreed with the Practice? Is there a GP representative member of the PPG as well as the Practice Manager? In addition to representing the patients what can the PPG do to help the Practice? Lucy Rawson….still reading this bit….
We will do what suits us and the patients best.
3. Any other questions?
4. Next Steps & close: Craig Scott
Minutes
Discussion Points:
Workload capacity - Brockwood Medical Practice seems very busy post pandemic – why? The Practice has seen a combined increase in patient numbers and increase in patient requests. More work has come their way and they are very busy as a result. Additionally, the older patient age profile and number of care home-based patients creates a disproportionately large workload for the Practice (compared with others). The Practice’s catchment area also results in the need to deliver care to a significant number of asylum seekers accommodated in hotels
Ability to message/question/request relevant individuals when made in person or by phone. Patients can do this via the website forms and request a specific GP to respond. When follow up appointments are made they try very hard to make sure they are made with the same person who saw the patient in the first place or requested a test. This is because it is better for the patient and also for the GP treating the patient. However, every patient contact is logged, this is part of their NHS Contract, which is why appointments have to be made. If a patient makes a request it has to go in as an appointment either as a face-to-face consultation or telephone consultation, it can’t just be a ‘quick message’ for a GP to ring as they don’t have the capacity to manage this. The Practice cannot give out individual email addresses as most staff work part time and there is a chance that an email won’t be picked up. The generic email box is monitored every day by a number of staff
Consistency of same GP/patient contact (notably for chronic conditions)? Apart from two GP Partners all GP’s work part time, bar two of them, which makes it difficult for patients to always see the same GP, especially if they have an acute problem which needs to be seen quickly. They have a mix of routine and on the day appointments available every day. Some GP’s have a large patient following so their ‘routines’ get booked up well in advance and many patients don’t want to wait several weeks to see a GP so then see someone else. Every patient can request to see whichever GP they wish but it may mean they have to wait longer for their appointment or the GP may not be working on the day that is suitable for the patient
Patient update process on test results (blood or other) if inside/outside of normal range. Given the quantity of tests done on a weekly basis it is not possible to report back on results that are inside of normal range. For patients who do report results that are outside of normal range the practice will follow up as appropriate. Patients also have the ability to see their test results on SystmOnline and through the NHS App
Prescription processing errors? 7,782 patients, (61% of all patients) are currently on a repeat medication and in March alone the Practice processed 11,977 prescribed items. Unfortunately, errors do happen but they try to resolve these quickly. Often the reception staff who are processing the prescriptions are also dealing with other things and interruptions can lead to errors. It’s a big job and they try their hardest to get it right. It is completely understood how frustrating it is when things go wrong
Increase space inside NH pharmacy to avoid queuing outside in poor weather? Space inside the pharmacy for patients was increased in February 2023. It’s recognised that the space is not huge but it is now bigger than it was
Fill in car park potholes at NH surgery to avoid puddles? The car park is National Trust land and the Practice leases the land from them, it is the Practice’s responsibility to maintain it but they can only maintain it with what is already there – they are unable to use hardstanding, they can only use loose lay/road plainings. The National Trust are very strict about this and the Practice has tried on several occasions to see if there would be any leeway with this but, unfortunately, they stand firm
PPG Noticeboard in each surgery? This Practice thinks this is a good idea. What they have to be careful of is that contractually they are unable to display any services that require a payment, i.e. they are not able to advertise or endorse private physiotherapists, counselling services, nursing/care homes or suchlike
PPG – similarity of Brockwood PPG to the form suggested by The Patients Association? Does Brockwood PPG have a constitution or terms of reference agreed with the Practice? Is there a GP representative member of the PPG as well as the Practice Manager? The Patient Association states that part of the beauty of the PPG framework is that there is no set way of operating. It is down to each PPG/Practice to agree how they organise themselves. GP representation is at the discretion of the GP’s which is why we particularly appreciate Dr. Rawson’s attendance at our meeting