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Last saved by: Adam Stanton
Company: WHITS

UPTON SURGERY
PATIENT PARTICIPATION GROUP
Monday 16 April 2019
MINUTES
Present:	Patient Representative Members: Chair: Rebecca Maund (RM), Dawn Patterson (DP), Chris Milne (ChM), David Smallwood (DS), Ruth Wain (RW), 
                       Surgery representatives: Ben Kent (BK), Dr C Miller (CM), Lysa Ball (LB) (note taker)                          
| Introduction to New Clinical Pharmacist:  Emma Canavan came to introduce herself to the group and gave a brief overview of her experience and her new role here at Upton Surgery. |
1 | Apologies: Jo Daneill, Jenny McGowran and Janet Batick.  Due to half term Lizzie Hughes and Fern Gibson |
2 | Minutes of previous meeting 28 January 2019:  These have been agreed and will be published on the website. | LB

3

Matters Arising:
Hanley Castle High School Art Awards:   The George Wilson Memorial Art Cup has now been engraved with 2018 winner Megan Jones.   Due to commitments by the artist we have not been able to arrange a presentation.  The cup is displayed in our cabinet in the waiting room together with a picture of the art and a synopsis.   LB to contact the SWCCG communication team to see about a write up for Megan Jones.   JD to contact school to arrange for 2019 choices.
EVIE:  The software will allow the Health and Care Trust, District Nurses and GP’s to see each other’s notes.  There are “coding” issues and we are not really any further forward.  Another update to be given at next meeting.
Social Media: This is with our new IT Administrator and an update will be given at the next meeting.
Going Cashless:  Posters on display and no issues to report.
New Appointment System:  CM/BK reported this is all running smoothly and is encouraging more internet users.
Robotic option:   The practice is investigating the feasibly/affordability of taking this forward.   This is to reduce the pressure in dispensary as the volume of work is becoming more and more, space is becoming an issue and the deliveries are becoming larger.  We are also struggling to recruit staff into dispensary roles.
PPG Event:   DS emailed an overview of the event with the Agenda.  Overall good networking opportunity and good reports regarding our PPG.

LB

JD

July Agenda

July Agenda

4

GP Contract Reform:  Presentation sent out to members with Agenda.  BK confirmed that Upton is already well advanced with changes that are coming.  The main areas BK confirmed were:
•	Primary Care Network (PCN):  funding available to practices to form and develop networks and outline services that should be delivered by these networks.  Upton surgery is already working with Pershore Medical Practice and Abbottswood Medical Practice.  A meeting has been arranged for May 2019 to elect a Clinical Director for all 3 practices.  Year 1 will be more be less key performance indicators and bedding in period.   We are currently a pilot site for On line consultations which will go live at the end of April 2019.
•	IT/Digital:  The new NHS App will go live in May 2019.  Provide new patients with full online access to prospective data from their patient record (using/referring to national NHS Login identity verification).  Offer online consultations by April 2021, subject to further guidance.  Offer and promote electronic ordering of repeat prescriptions and using electronic repeat dispensing for all patients for whom it is clinically appropriate from April 2019.  All patients to be able to access online correspondence by April 2020 
•	QoF:  Tougher targets will be introduced for some area.
•	Indemnity:  From April 2019 the new state-backed indemnity scheme will be in place, run by NHS Resolution. This will provide cover from April 2019 onward in perpetuity.

5 | Reception/Patient Information:  DP had witnessed a receptionist giving a patient information which she felt was incorrect and concerned her.   BK to investigate further. |
6 | IT Adverts for Upton Community Care (JB): postponed to July meeting | July Agenda

7

AGE UK Service Update:  The Age UK I&A service has been of significant benefit to our patients over the past year. The funding for the initial first year of service was provided from UMST and I would be grateful if the report and numbers provided by Age UK could be fed back to the group, to show the level of success their 'pump prime' investment has made.  Moving forward the I&A sessions at Upton are now integrated into the wider Social prescribing contract for Pershore and Upton Neighbourhood, for the next year and we will continue to monitor the service. The sessions continue at Upton on a Monday and Weds morning.

This was emailed to members of the PPG and with the Agenda along with two case studies, also emailed to UMST members.

8 | Upton Surgery update and Friends and Family Test Report for January/February/March 2019:  Emailed with Agenda. CM gave brief overview of staffing update.   RW raised concerns that now working across 3 practices if we would be taking a step back whilst the other practices caught up.  CM/BK confirmed that this would not happen and PPG will raise any issues they have at future meetings. |

9

Complaints/compliments/suggestions January/February/March 2019 (BK):

COMPLIMENTS – JANUARY/FEBRUARY/MARCH 2019
Total 24  (16 written, 8 verbal)
•	Surgery as a whole x 6
•	Drs and Treatment x 9
•	Nurse Team x 7
•	Admin Team x 2
COMPLAINTS - JANUARY/FEBRUARY/MARCH 2019
Total complaints 3
1 ongoing
1 taken to SEA meeting
1 no further action .
Total patient issues 6
All dealt with and no further actions required.

10

AOB
ANP’s:  trialling of non-uniform, as patient’s perception of seeing them in a uniform gives them the impression they are not as qualified as other clinicians.
RW:  small overview of using video’s for patient education, maybe use on our website.  She felt this has been successful in other areas.  BK confirmed that this would be on the new NHS App.

| Date and Time of Next Meeting – Monday 1 July 2019  at 6.30pm |

PRACTICE UPDATE April 2019

UMST:  The surgery is very grateful to the friends for their continued support.  For the period January to March 2019 a total of £377.55 has been received.  
STAFF:
New ST3:  Dr Prashant Pedareddy  started with us in February, his trainer is Dr Miller and he will be in Room 12.  

New ST2:  Dr Amrit Kundra   started with us in February, his trainer is Dr Bunyan and he will be in Room 14.  

GP rota changes:  Dr Bunyan will be dropping Monday pm session from February 2019, Dr Wetmore will be changing her day off from Thursday to Wednesday and Dr Evans will be  handing Welland House  over to Dr Ritchie.

In touch GP Daniel Adeosun-   Daniel is changing his day from Wednesday to Thursday and will be seeing patients, he will have 30 minute appointment slots with 1 GP block per patient.   The appointments will be open on the day. 

New ST1:   Dr Mohammed Rakh stated inFebruary and will be with us one day week to observe for their first ST1 placement.

Jo Dodd - Secondment to Pershore and Upton Neighbourhood Team:     For the next 6 months Jo Dodd is being fully seconded to support the development of Pershore and Upton Neighbourhood Team and associated services/initiatives across the locality, and will therefore not be undertaking her Community Matron clinical role, here at Upton Surgery.    Jo’s working week for the secondment period will be Monday-Wednesday-Thursday 9-3pm and will be worked across both localities. (I am hoping to base in reception at Upton on Thursdays).     Pippa Gwilliam Clinical Co-ordinator, has kindly been backfilling two of Jo’s sessions each week over the past few months, and has agreed to increase this to cover Monday-Wednesday- Friday 9 am-3pm, during this period.   Pippa's main focus alongside working closely with the Neighbourhood and surgery team with day to day issues, will be undertaking frailty assessments/reviews for community patients identified as living with severe frailty, living in their own home. 
New Clinical Pharmacist: Emma Canavan started on 1^st April 2019.  Emma will pick up PCE and patient queries.  She also has experience in clinical trials and her clinical room is the Hanley Room.
 
ICT Administrator:  Adam Stanton joined us in February 2019 and is based in F08.

Phlebotomist:  Dilys Watts left us in March to pursue a new career 

NVQ Level 3 in Pharmacy Services:   Amie and Julie have completed this.

SERVICES:
Audiology service:  This is no longer being provided from Upton Surgery as of 21^st January 2019.  Our reception staff, do have access to the hearing aid batteries.

Physiotherapy Service:  The service at Upton is as follows: Monday all day, Tuesday AM and Wednesday all day.  The average waiting time is approximately 7 weeks.  
Podiatry:   There is a current wait for these appointments and currently only one clinic is running from Upton.
The Age UK I&A service:  has been of significant benefit to our patients over the past year. The funding for the initial first year of service was provided from UMST and I would be grateful if the report and numbers provided by Age UK could be fed back to the group, to show the level of success their 'pump prime' investment has made.
Moving forward the I&A sessions at Upton are now integrated into the wider Social prescribing contract for Pershore and Upton Neighbourhood, for the next year and we will continue to monitor the service. The sessions continue at Upton on a Monday and Weds morning.
Prescribed Exercise: Malvern Splash are able to accept GP referrals for 'prescribed exercise'. 
•	The cost is £50 for a 12 week course (less than half the price of a regular membership) and includes an initial assessment and exercise programme. 
•	The cost is whether the patient goes once a week or seven times a week - but this will be arranged with the Gym Manager Mark. 
•	If over 75 yrs cost is only £10/yr.
PCE
•	Current contract will roll over until July when new funding becomes available.

GP CONTRACT UPDATE
•	QoF changes coming into force this year

PRESCRIPTION CHARGES
•	Prescription charge to go up to £9.00 From 1^st April, Annual prepayment certificate remains at £104 and 3 Monthly certificate remains at £29.10  (threshold now reached for 1 item per 28 days now cost effective to get annual prepayment on Direct Debit)

REPEAT PRESCRITPIONS

•	As of 1st April, we are increasing the time frame for repeat prescriptions to be ready from 2 days to 3 days. Any requests received before 11am Monday to Friday, will be ready to collect 72 hours later. This change only impacts Dispensing Patients.

Christmas Quiz 2018:  We raised £605 raised for St Richards Hospice 

TRAINING and CONFERENCES 1.1.19 – 31.3.19
Carers Groups x 3							5 Delegates 
Self-Care Meeting x 3							15 delegates
Access 2 Education		Asthma Back to Basics		26 delegates			
Access 2 Education		COPD Study Day 			16 delegates
Access 2 Education 		CVD Study Day 			33 delegates
Access 2 Education		Introduction to contraception		25 delegates
Access 2 Education		Management of prostate cancer	24 delegates
Access 2 Education 		Ear Car Study Day			10 delegates
Care Home Network Event						30 delegates
Safeguarding Training 						20 delegates
Access 2 Education		HCA wound Care			27 delegates
Neighbourhood Team Meeting					15 delegates

  FRIENDS AND FAMILY TEST RESULTS
DATE			January/February/March 2019  
How likely are you to recommend our GP Practice to friends and family if they needed similar care or treatment?
Extremely Likely | Likely | Neither Likely nor unlikely | Unlikely | Extremely unlikely | Don’t know
Total 148 | Total 17 | Total 5 | Total 2 | Total | Total

What are we doing well?
•	Staff are all friendly and helpful, never make me feel I am wasting their time
•	Everything
•	Excellent
•	Excellent, professional service
•	Everything
•	Considerate friendly thorough
•	Consultation clarity and care shown clearly
•	listening
•	Quick
•	everything
•	Friendly, efficient, helpful
•	Excellent service, quick to be seen 
•	Open on Saturday’s, care, online booking system
•	Listens to you, not rushed, felt at ease
•	Very good support all round GP’s and nurses and reception
•	Well
•	Making appointment available
•	You don’t have to wait ages to see a doctor, unless you want a specific person
•	Everything
•	All well
•	Good appointment running to time.  GP’s are excellent and they listen and answer any?
•	Very supportive
•	I have never had anything to complain about
•	Always helpful and understanding
•	Good doctors and other staff 
•	Prompt, caring, professional service
•	Listening
•	First class treatment
•	Extremely happy with everything, thank you 
•	Everything
•	Efficient, considerate, knowledgeable, reassuring
•	I am extremely pleased with the service from everyone at this practice
•	Friendly, patient  and professional
•	Excellent service and punctuality
•	Well organised and good listening and care
•	Best doctor – Julian Barrell
•	Excellent attention given to patient problems
•	Good attention to details at appointments
•	I have no complaints and feel lucky we have such a great practice
•	Really friendly staff, excellent GP’s who focus on prevention
•	Everything very pleasant and helpful at all times thank you all
•	Speedy appointments, welcoming building, really positive place
•	Running an efficient surgery. I always have an appointment when required.
•	Very efficient
•	Overall quality of care
•	A very good spectrum of care
•	Efficiency of appointments, nice people
•	Your appointments for blood tests etc work very well and emergency triage appointments
•	In my case everything
•	Most things
•	Always on time, very helpful
•	Care always excellent
•	Everything
•	Excellent
•	Keeping my INR on track
•	I am very happy and would recommend the practice to anyone
•	Appointments kept well
•	Very good excellent
•	Supportive and helpful when booking appointment availability
•	Always get appointments, everyone friendly, nurses especially accommodating
•	Prompt efficient service
•	Staff are always very pleasant and polite
•	There is always an emergency appointment available.  In general staff are kind and helpful.
•	Almost everything
•	Everything! Friendly, sympathetic, good at listening.   Also doctors keep sense of humour
•	Appointments available when necessary.  Home visits when necessary.  Pleasant and helpful staff
•	Excellent reception.  A First class practice.  Understanding doctors
•	Excellent doctor/patient communication 
•	Good service
•	On time, explained what doing
•	Very well indeed overall
•	All things except wait times
•	Everything
•	Friendly on time and accessible explained results
•	Extremely friendly and efficient
•	Easy to get an appointment at short waiting times
•	Very well
•	Most things
•	Friendly well mannered 
•	Good communication and appointment was on time

How can we improve?
•	More ability to see Dr of choice quickly
•	Website not too friendly and difficult to book a specific doctor
•	Time keeping
•	More appointments outside working hours
•	Nothing we can do to improve, extremely good service
•	All good
•	You’re pretty good already.  Pleasant and helpful staff and good doctors 
•	Can’t think of any way excellent practice and reception staff
•	I don’t know
•	I don’t attend very often so no really able to say at this time
•	Difficult to say as this surgery is excellent
•	No improvement necessary always amazingly excellent
•	Keep doing what you are already doing
•	Can’t suggest anything
•	Difficult to say they are generally good
•	No relevant issue
•	Nothing I can identify
•	Keep doing what you are doing
•	All ok
•	Internet booking eg nurse in treatment room appointments but plenty when asked for
•	Don’t have to
•	Would like to see name doctor
•	With pharmacy to get specific brands of medication 
•	Difficult to say – perfect already
•	Appointment a bit slow
•	No
•	None
•	Just keep it up
•	A coffee while waiting
•	Change the times of the pharmacy telephone repeat prescriptions
•	I haven’t been able to get an appointment with my preferred doctor for months
•	Prescriptions – there is frequently a 10 minute wait and the staff always appears to be under pressure.   When waiting for a prescription it is difficult to see the appointment screen (almost impossible)
•	Please have a word with some not all receptionists.   Sometimes very rude and no patience!
•	Employ more doctors so one doesn’t have to wait 3 – 4 weeks to see a doctor of choice
•	No suggestions! Keep up the good work 
•	Can’t think of anything
•	Speak more slowly pleased rather rushed
•	I was upset that audiologists no longer come to the surgery
•	Improvement in wait times for appointments
•	More information  in the NHS, info brochure, space for height and weight
•	Keep going
•	Receptionist on the community desk
•	Nothing specific