Nov. 29, 2023

Agenda

Brockwood Medical Practice Patient Participation Group

Face-to-face Meeting

2:30pm-3:30pm, 29th November 2023, at Brockham Surgery

 Attendees: Currently nine PPG Members, Craig Scott (PPG Chairman), Liz Spreadbury (Brockwood Medical Practice, Practice Manager), Lucy Rawson (GP & Partner)

Apologies: TBC

Agenda & minutes:

1.      Introduction: Craig Scott & Liz Spreadbury

2.      Discussion Items:

a.      Kenward Court – key box entry for medical staff

b.      Kenward Court – Covid & flu jab clinics.
Housebound patients are usually managed by the DNs but we agreed that due to their workload we would do these, we currently have 92 housebound patients to vaccinate across an area of 100 square miles – assuming that will be what they ask about!

c.       Website – using forms out of hours (notably for those working during normal office hours) and booking appointments online
They can be accessed wherever the patient is, i.e. at lunchtime, any breaks, admin form is available 24x7. We have to be closed at 5.30pm and over w/ends due to volume & patient risk/safety

d.      Website – booking appointments online (Covid and flu only?  Can you book, say bloods etc.)?
We did try this before and found some patients had booked themselves in without actually having been consulted beforehand. We are unable to take blood samples if this hasn’t been requested by a clinician and a form raised. Patients then get turned away which inconveniences the patient and we lose an appointment. The difficulty with nurses and GP’s is that they have specific skills and roles with different time templates which makes it almost impossible to do without wasting patient and appointment time. We will be discussing with the PCN opportunities of how we can open up other appointments for online booking in the future.

e.      Website – my family each had to complete a form using the website recently.  We then had to complete it again before we got a response from the surgery.  Before we got a response after only completing the form once?
Unsure why this happened. If we took more details we could look into the audit trail for this.

f.        Website – why can’t I access my previous blood test results and other information in my medical records, other GP practices allow this?
Access to patient medical records became available from 1/11/23, this is prospective not retrospective so anything beforehand wouldn’t be seen unless the patient already had online access and then this would only show coded data detail not comments. Again if I have further details I can look into why this might not be showing and give a specific answer.

g.      A known local issue is paper post being delivered late and medical appointments being missed.  Not the fault of the practice – what do you advise?
The practice doesn’t use letters to send out for appointments. We have no control over how hospitals manage appts.  The NHS App should be able to show GP & hospital appointments. If it doesn’t currently show hospital appointments then it will do soon as it is already part of the app

h.      Can a patient request to see a specialist if a problem proves to be persistent and treatment ineffective?
Patient choice. Patient can request a second opinion. We can refer a patient to a chosen specialist providing that service is covered under our commissioners contract.

i.        Are the waiting rooms deep cleaned periodically?
Yes & we have a plan to update and decorate all the surgeries.

j.        Are the practice hours going to be extended to include, say, an evening or Saturday?
We have evening clinics available every week day with the last appointment being at 8.30p.m. They are held Monday, Wednesday and Friday at Newdigate Surgery and Tuesday & Thursday at Leith Hill Practice, Capel. Saturday clinics are available from 9.00 to 5.00pm and are held a.m. at Dorking Hospital. There is information on our website under News

k.       Can a GP re-prioritise a patient to a specialist if the patient’s health is declining while they are waiting?
To a degree. The GP can write to the consultant and request an urgent appointment but they don’t have any other authority over this.

l.        Is it through the surgery that I register as an unpaid carer?
You can register with us as a carer and we will put you on a register, your medical record will be coded to state you are a carer and a patient plan added. A member of staff will ring or send you a message regarding the carers website and what is available.  
Action for Carers | Supporting carers of all ages across Surrey

3.      Any other questions (time permitting)?

4.      Next Steps & close: Craig Scott

This information together with a leaflet on How to use our Website, adult and child carers and performance information was sent out to the PPG members. 

Minutes

See above - incorporated into the agenda.