Minutes of the North Clacton Medical Group Open PPG meeting

Tuesday 27th February 2024 7pm Crusader Surgery

Attendees:

• Colin Sears (Chair)
• Dave Cowdery (Vice Chair)
• Cheryl Cowdery (Practice Liaison)
• Beryl Evans (Secretary)
• Dr Chaudry (GP)
• Georgia Kenyon-Waters (Practice manager)
• Frankie Brown (ANP)
• Debbie Brown (NP)
• Elaine Hawkridge
• Lawrie Salkeld
• James Wragg
• Irene Kenyon
• Carol Smee

Apologies:

• Jeanette Macdonald
• Peter Stone
• Derek Ansell
• Sally Looker
• Elaine James
• Andy Baker

1. The meeting was opened by CS (Chair) at 7.00pm who advised that this meeting would be held as an open discussion. There were already some items for discussion and all present were invited to join in and ask any additional questions.

2. Telephone system

• The telephone system has been a major concern for many years with main problems being the length of time taken in answering calls and calls not being answered at all.
• A new telephone system has been ordered which will be implemented in the near future and should improve the situation.
• GKW confirmed there will be 4/5 call handlers answering calls with overflow calls being transferred to North Road.
• The system will have a call back feature where patients will have the option to receive a call back without losing their place in the queue.

3. Triage system

• The process for the Triage system is that call handlers answer the call, take callers details and a brief reason for the call. These details go to the Triage team who prioritise the calls and call patients back with either an appointment or provide advice.
• Patient education is required as patients need to understand that it is not always necessary to see a doctor as there is possibly another way to resolve their problem.
• It was suggested that perhaps more call handlers would improve the situation. Dr C confirmed they would aim for more.
• An issue was raised where a patient was awaiting a call from the triage team but the responder hung up after only two rings. This was not acceptable and the way calls are handled needed to be looked at.
• Pharmacists are a useful resource and can be useful but they do have limitations.

4. Communication

• Communication is still an issue and the PPG are looking at the best ways of communicating with patients.
• A new App is being developed and will be available soon. It will allow patients to make appointments, request sick notes, request medication reviews and more. This will free up phone lines for those less able to use technology.
• The app will allow the surgery and PPG to send instant messages to all patients using the app.
• A patient commented that he does not use apps. CS responded that there is evidence that 90% approx of patients already use technology and would benefit from using the app. The PPG are looking at how they could assist those not currently using technology, but possibly have mobile devices, in installing and using the app. The idea of training sessions at the surgery seemed popular with the patients present at the meeting.

5. Questions from floor.

• How does a patient pre-book an appointment when a doctor wants to see them again in 3 weeks time.

The clinicians present advised that it was not always necessary to be seen by the same doctor. In the event it was necessary the doctor would have noted this in the patients notes and this would be seen by the triage team.

• Some text appointment confirmations were containing incorrect details and people were being sent to the wrong branch.

This would be looked at.

• Was it possible to talk to the Practice manager.

GKW confirmed that although she may not be available immediately she responds to all requests to speak to her either by phone, email or face to face.

• There were reported instances of long queues at the reception desk and patients not getting to the desk before their appointment time.

Dr C confirmed that the auto check in at Crusader surgery would be reinstalled. Reception staff to be reminded that in these circumstances they should ask if there is anybody with an appointment waiting.

• Medication review. There are occasions when patients prefer not to have a medication review over the phone.

Dr C confirmed that if patients want a face to face medication review that is not a problem and they should ask for this when their review is due.

• It was also mentioned that, if required, the Extended access service is available for pre-bookable evening and Saturday appointments. These appointments are normally at East Lynne surgery.

6. Meeting closed at 8.50pm

Next Open meeting: Date, time and location to be advised in due course