Patient Participation Group

 

Our Patient Participation Group (PPG) meets to provide a forum for discussion about the practice.

The Aims of the Patient Participation Group

We have a Patient Participation Group (PPG) which meets bi-monthly.  We respect the views of our current members and welcome new members.

If you would like to join the Patient Participation Group please telephone the Surgery on 01843 209 300 to speak with one of our Reception Team who will pass your contact details to the PPG organiser(s).

If you are unable to attend meetings, our Patient Participation Group would still like to hear the views of our patients with regards to the Surgery.

To do this we compile a contact list of email addresses so that we can contact you every now and again to ask a question or two. 

If you are happy for us to contact you occasionally by email, please click the link below to open the sign-up form and complete all the fields.

Getting Your View

The group would like to contact patients on occasion by email and/or text so that they can obtain the views of the widest group of patients possible. We would like to obtain your email address and mobile phone number to do this. Please complete the Patient Contact Form to provide your consent for this.

Become a PPG Member

Latest Meeting Minutes

  • Date: 15th January 2025
  • Apologies: None
  • Attendees: Rachael, Jo, Alison, Sophie, 10 PPG members

Sign off previous minutes

Everyone happy with the previous minutes.

1 item missed in regards to staff wearing name badges, we do have name badges with first names on.  Reminder will be sent out for staff to make sure they are wearing them.

Matters arising

1 matter arising in regards to 111, is on the agenda for discussion later on in the meeting.

Staff/Practice update

We have a new nurse Abbey who has started with us this week.  She previously worked at Birchington Medical centre and at a care home.  She is a practice nurse and will be undertaking all the duties a practice nurse is expected too.

We also have a new secretary who will be starting with us in the next couple of weeks.

Expansion of Practice Boundary

Over the last 2 years we have had a drop in patients going from 19,500 patients to 18,995. The Limes and Northdown have both expanded their boundaries which would be the explanation for this drop. We have expanded to CT9 and CT10 already so for instance if you are registered with us and you moved to these postcodes instead of having to register elsewhere we are able to keep you as a patient.

We are looking at going through the process of expanding the boundaries again along with the other surgeries to the edge of Ramsgate and Westwood cross area, this means there will be crossovers with the other surgeries.

We feel confident that we are able to cope with the extra patients and we do have a new GP in the wings.

Are there always trained medical staff on duty during surgery opening hours?

A PPG member explained that they know a patient that presented at reception with high BP, blurred vision, and headache and that she was informed by reception that everyone was on their lunch and she couldn’t be seen and would have to wait. 

Alison explained that there is always an on call GP around that she would have been able to see, and there is also a protocol for when a patient presents at reception with high blood pressure (in which the patient is asked to sit in the waiting room for 10 minutes after the high reading, then after the 10 minutes the patient is asked to re do their blood pressure reading).  If it is a concerning figure the receptionist would ask that the on call GP see’s the patient).

Action: Alison to send a reminder to the Reception Team.

What is the protocol at Reception if a patient presents with alarming symptoms, such as high & increasing blood pressure, persistent headache & blurred vision?

Please see minutes from previous item.

How are urgent blood results notified to the BMC?  Email or ‘phone?  If by ‘phone is it to a dedicated number?  And is that number always manned?

A PPG member explained that they spoke to a lady that works at the lab at QEQM.

They discussed how that if the blood results from a sample are non-urgent they get electronically sent over.  If they are urgent results they get phoned through to the surgery, but the concern was that this particular lady phones through on the general surgery number and not a dedicated mobile phone.

Rachael and Alison explained that we no longer have a mobile number which was axed 3 years ago, we do however have the emergency bypass line which essentially is used by GPs and Paramedics and the lab which enables them to skip the queues and they come straight through on a different line, they are aware we no longer have a mobile and that we do have the bypass line they can phone on.

Please consider having a note at the Reception advising of any adjustments a patient may need to take when dealing with reception staff

A PPG member explains that they came into the surgery wearing a face mask due to being poorly and we do have a receptionist with a hearing disability.

The outcome of the conversation is that it would be helpful to have a sign at reception to make patients aware to avoid any situations.

Changes coming to the surgery re the AccuRx and eConsult software

A PPG member asked if we are going to be affected by the change of the software.

Rachael explained that we will be and that we have been using the platform eConsult. However from April there will be alternatives given that will be funded by the ICB. One of them being Anima which Northdown already use. It uses AI so it is a lot cleverer and it takes the information that you input and determines the outcome. We are currently waiting for some demos to come through.

Action: Rachael to try and get a demo for the next meeting.

Telephony; response time and abusive "zero tolerance" messages

A PPG member explained that when they phoned the surgery they were caller number 1 for 12 minutes and during that time they had to listen to the negative zero tolerance message a few times over.

It was discussed at previous meetings but doesn’t seem to be any better. The limes message is very inviting and reassuring compared to ours. We discussed how often we do receive abuse over the phones and in person.

Action:  It was agreed Alison to keep tabs on how many abusive phone calls we receive in a 2 week period and then we will completely remove the message to see if that makes a difference.

Revised medication orders timing. Use of Patient Access to review, switch to 60-day cycle

A PPG member explained how the NHS medication request system can be quite iffy to use, discussed how putting patients on a 60 day or 6month repeat cycle would slice the workload of signing off prescriptions massively. Obviously this only works with medication that doesn’t need monitoring or changing often.

Rachael explained that the GP’s are on top of repeat dispensing and looking out for patients that are on medication that doesn’t need altering or close monitoring. It was changed from 3 month dispensing to 28 day dispensing by the ICB to try and reduce waste.

NHS App - Unable to delete old messages

A PPG Member explained that there has been news around expanding the electronic aid around the NHS app, however the app is not accurate, makes mistakes and is not comprehensive.

It was discussed about how again you are unable to delete old messages that show on the NHS app, the advice group explains they are unable to help and we as a surgery are not able to do anything regarding the app.

Jo looked into this and found that it states the messages will show for as long as the NHS account exists.

It was agreed that 3 members of the PPG would join together and write a letter to the ICB with feedback regarding the issues with the app and improvements that need to be made, we will pass on an email address they will be able to contact.

NHS App – Referrals that have been done, unable to remove them

It was agreed that minutes from the previous question cover this agenda item.

NHS App - Message control and proposed App "improvements"

It was agreed that minutes from the previous question cover this agenda item.

"111" service response reporting

A PPG member explained how they had contacted 111 at 08:30am and was passed through to a lady who asked many questions she then advised that a clinician would be in touch – the clinician didn’t contact until 20:45pm.

The blurb makes you believe you will speak to a GP.

We don’t have much to do with the 111 service, however there has been many complaints around 111.

A different PPG member found an avenue where you can make a complaint regarding 111 – for PPG Member to look into.

AOB

A PPG Member – Wanted to express that when she dealt with the prescription clerks they were excellent.

A PPG Member – Discussed the new project of the Thanet Health Hub which is where St Peter’s surgery is being moved to a location by St Georges School and are opening a hub which will be similar to Estuary view walk-in centre for not just St Peters patients but open for everyone.

A survey is going to be sent out and also the construction of a citizen panel and if anyone would be interest in being involved to pass their emails on.

Also there is a new group in Thanet called the ageing with our children for those patients that do not have people around to help them. Many clinicians assume that patients have family at home/neighbours that can help them with things like food shopping. This is not the case for everyone so this new group is there to support those people that need it, or if anyone knows somebody that needs the support. 
PPG Member to send out information, so we can also pass onto our frailty team.

A PPG Member – Explained that their neighbour was sent a letter to book in for flu vaccine as they don’t have internet. When the patient came to book the appointment the reception said what do call this and that the patient have left it late to book the appointment.
It was suggested in future we will prioritize the patients we send letters out too first so they can get booked in quickly, and Alison will speak to reception regarding the way it was received.

A PPG Member – Brought up that there is a paving slab outside with a bollard in that is wobbly and also issues regarding the carpark and that there is only 2 spaces marked for disabled patients which isn’t enough.
Marking up existing bays doesn’t help the situation as we will still have the same number of spaces.

A PPG Member suggested we covert the lawn into 6 spaces, Rachael explained that we would need the landlord to agree and it would also cost a lot of money, she explained we do have it noted that it is an issue.

A PPG Member – Med3/fit notes, Explained that they had a Sainsbury’s delivery and the worker was poorly with cold and flu and he is a BMC patient, he was refused a fit note from us so the discussion was how getting a fit note works.

Alison explained that during the first week of sickness you need to self-certify which you do online, after week 1 you then need to come in and see a GP to get an extension but ultimately it is down to the GP as to whether they issue it.

A PPG Member – Shingles Vaccine, question asked around what patients do when they need the 2nd dose of the shingles vaccine.
Fleur one of the nurses has organised a Saturday clinic for patients needing a 2nd dose or you can just call reception and book in when you are due.

The next PPG meeting was agreed for Wednesday 23rd April at 10am.

Previous Meeting Minutes

  • Date: 14th August 2024
  • Apologies: 1 PPG member
  • Attendees: Rachael, Jo, Alison, 10 PPG members

Sign off previous minutes

Rachael asked the PPG if they were happy with previous minutes, everyone who was at the previous meeting agreed they were accurate.

Rachael advised the new members that the minutes will be available on the website.

Matters arising

The only outstanding action is: Subgroup of PCN PPG's to come up with questionnaire which was Lorna to arrange.

Post meeting note: Jo has spoken with Lorna and she said the RCGP group is looking into this but she no longer runs the meetings. Bethesda is going to send a questionnaire to all patients.

Staff/Practice update

Rachael informed the PPG that the telephones are now answered from 8am in the morning which will hopefully reduce the queues at the surgeries in the morning.

Rachael also told the PPG that Dr Karamat and Dr Sohail are trialling a triage system, where they and an admin assistant go through the triage list each day and deal with the queries and book in directly with the doctors.

Action: This is currently still in the trail phase so will be reviewed.

Brief overview for BMC operating model

Rachael explained the different types of patient appointments at the surgery. She explained that we have a nursing team with Practice Nurses, Nursing Associates, Health Care Assistants and Phlebotomist. Their appointments are to manage the chronic conditions such as diabetes, COPD etc and then they do the vaccinations, travel injections, blood test and dressing clinics.

We have a New Problems Clinic which is for patients with conditions that have presented in four weeks or less or any exacerbation of existing conditions. This clinic is run by the Acute Care Team and an On call GP.

The GP appointments are for the more complex cases and anything that the patient have had for more than four weeks or out of the scope of the practitioners.

We also have econsultation clinics where a senior member of the ACT triages the econsultations and then books with the appropriate clinicians.

Rachael also explained we have a Frailty Team who help our frail patients.

There are also four registered Mental Health Nurses who work across the PCN and team of social prescribers who help with any social requirements.

Referral to hospital

A PPG member explained that she looked on the website and she cannot see anything in regards to orthopaedic referrals as patients are not aware that the referral does not go to the community before the hospital. It was agreed that this can be looked at during the website sub group to see where this can be added onto the website.

Post meeting note: Jo discussed this with secretary and Pain clinic referrals also go to be triaged first.

The Frailty Team was discussed, Rachael advised that Paula (a member of the Frailty Team) will attend the next PPG.

Action: Jo to send invite to Paula.

Patient survey

A PPG member brought the national survey to everyone’s attention. Rachael said some areas need improvement but that this was not a true reflection of the surgery as this questionnaire was only sent to 300 random patients and out of the 300 only 100 responded. Rachael said that this has been discussed with the Partners and it was agreed that the practice is going to send out the survey again to all patients to get a true reflection.

Action: Jo to send survey and share results at next PPG meeting.

GP industrial action (how will it affect Bethesda)

Rachael explained that the BMA are suggesting actions as primary care does not receive sufficient funding compared to the hospital and they are pushing more work and pressure on the GP surgeries. Recommendations have suggested to take action but The Partners have decided not to take any action currently.

PPG said that this is really good and should be publicized.

Action: Rachael to discuss with the Partners.

Earwax

A PPG member explained his experience when it came to booking ear irrigation. He explained that this could not be seen on the website and that he had to see two different people at the surgery.

Rachael explained that patients get reviewed firstly by Practice Nurse and they will advise regarding how long a patient will need to use oil and then patients see a HCA who will syringe the ears.

Phone message

The phone message was discuss and agreed it was too long before getting in the queue.

Action: Jamie to amend this by adding the Zero Tolerance Policy once patient is waiting in the queue and to reword this to soften the tone.

Rachael advised the team that the STATs for this month show that the average wait times was around 3 minutes 30 seconds.

Action: Bring the call data to for the next PPG meeting.

Advise QEQM patient voice and involvement

A PPG member said he had a meeting with Adam who is the lead of patient voice and involvement team and he felt unclear on what the team is doing and wondered if it had made any change from when it has started. A PPG member said it has taken a long time but they have been making changes, there team goes out into the community to get feedback to try and make a difference.

A PPG member explained that they are different from PALS as they do not deal with complaints but they do work closely with them. A PPG member said there is a patient participation group for the hospital who get together via teams and take the feedback and there team advocate for change.

Action: Information to be added to website and a PPG member to send information to Jo who can put up in waiting room.

Patient Access app

Patient Access was discussed and it was discussed how there was some issues with the apps.

Joanna explained that unfortunately this is now something that can't be changed by the surgery.

AOB

A PPG member asked if DNAR can be made into a small card.  Rachael said this is not something the surgery can change.

A PPG member advised that the NHS app will not let you delete messages sent by the surgery they disappear after time.

Action: Jo to check set up of messaging system

A PPG member advised that he had really good experiences with the practice and offered to assist with any volunteer work that may be required.

A PPG member asked about post op care as she recently did not receive any information other than a telephone from the frailty team.  A PPG member explained that the hospital should have given information to her before leaving the hospital.  A PPG member asked for the name of the ward so she can check in the hospital.

The sub group for the Website meeting was agreed for Wednesday 18th September at 10am.

The next PPG meeting was agreed for Wednesday 2nd October at 10am.

Earlier PPG Meeting Minutes

For earlier PPG meeting minutes, please contact us to request a copy, stating which date(s) you would like to view.