PPG Minutes 13 June 2023

  • Date: 13th June 2023
  • Time: 5.00 pm
  • Location: Stamford Corn Exchange Lounge (prior to quarterly patient engagement session) 
Attendees Position/Role
Julie Clarke (JC) PPG Committee Chair
John Morphy Godber (JMG) PPG Committee Member/Communications Lead
Elaine Hooper (EH) PPG Committee Member
Marion Pitt (MP) PPG Committee Member
Harrish Bisnauthsing (HB) PPG Committee Member
Lakeside Attendees  
Gavin Cattigan  (GC) GP Partner - Lakeside Healthcare Stamford
Emma Wilson (EW) Patient Services Manager – Lakeside Healthcare Stamford
Apologies  
Paddy Jelen (PJ) PPG Committee Member
Peter Roome (PR) PPG Committee Member
Alison Warrick (AW) PPG Committee Member
Petar Opacic (PO) PPG Committee Member
Teri White (TW) Lakeside Healthcare Stamford Hub Manager
Patient Engagement Presenters
(from 5.30pm - not present for PPG meeting)
 
Anita Lyons 4-Counties PCN/Lakeside Stamford and Bourne Social Prescribing Team Lead
Lucy Lynch 4-Counties PCN/Lakeside Stamford and Bourne Social Prescribing Team
Joanna Dunlop 4-Counties PCN/Lakeside Stamford and Bourne Social Prescribing Team
Lola Dack 4-Counties PCN/Lakeside Stamford and Bourne Occupational Therapist
 

Chair's welcome

JC welcomed the committee and introduced Councillor Harrish Bisnauthsing, who was co-opted onto the committee. She also confirmed that this would be a shorter meeting than usual; curtailed due to the patient participation event starting at 5.30pm until 6.30pm, meaning that the agenda would be shorter than normal. Primarily, ‘Patient Correspondence’ and feedback would be carried over until the July meeting, giving more time for comprehensive responses and ‘Communications’ would also be carried over.

 

Minutes of last meeting

The minutes were proposed as accurate by JMG and seconded by MP.

 

Chair’s update (including matters arising from minutes of last meeting)

JC reported that the surgery drop-in sessions had re-started and that EH, MP, JMG and JC had attended both St Mary’s and Sheepmarket and that JMG would be coordinating future drop-ins. She reported that she would be attending Lincs ICB County PPG Chairs’ meeting on 20 June and would report back at the July meeting.

 

Lakeside Update:  

  • EW reported that there had been a small decrease in the approval rating for the Doctrin system and that the reason for this wasn’t clear, but that the Practice is investigating and the matter. Additionally, the numbers of patients failing to arrive for appointments has risen and this is disappointing, since it prevents other patients from accessing an appointment.  The waiting times on the telephone have also risen slightly.  All these matters are to be discussed at the upcoming GP Partners/Practice meeting and EW hoped to be able to give an update at the next meeting.
  • Dispensary: The Practice will send a communication to patients to explain the national shortage of pharmacists, which is contributing to delays in patients receiving their medication on time.
  • In response to calls from the PPG for the Doctrin system to be available for an extended period, outside surgery times, the Practice is considering making it available on Sundays and up to 7pm on weeknights. There are three request types: face-to-face, telephone call or query.

Two issues were raised by PPG members:

  • JC reported that she had been at the practice the day before the meeting and the check-in screen was out of order. This resulted in a long queue, with many patients missing their allotted appointment time, due to those in the queue who were not there to attend appointments, but to speak to receptionists on other matters, taking up time (through no fault of their own) and delaying patients behind them from being able to report their arrival.  She suggested that, when such a fault occurs in future, they ask a member of staff to walk the queue to determine who had arrived for an existing appointment. This would serve two purposes: To let the GPs know the patient had arrived and to reduce the queue, allowing patients to move to the waiting room. JC said that some patients who had been made to stand for over 20 minutes may have had mobility issues, whilst very many chairs were left unused in waiting rooms and that these are the sorts of issue that cause frustration, sometimes resulting in abuse towards staff.  Although there is never any excuse for this, the practice should do all that they can to facilitate patients being attended to as quickly as possible, once in the surgery.
  • MP said that, when patients have requested a call-back, the practice can sometimes call at a time when the patient is either not available, or otherwise engaged and unable to reach the telephone in time.  She asked why GPs cannot call back if they do not receive a reply immediately, as patients are then unlikely to be able to return the call and speak to the GP.

EW said she would take the suggestions back to the Practice.

 

AOB

JC said she had received no indications of AOB, but suggested that matters arising at this short meeting should be carried forward to the July meeting, when there would be more time. She also offered to take patients’ questions for the PPG after the upcoming presentation.

 

Date/Time/Location of next meeting

Wednesday 19 July 2023 at Sheepmarket Surgery, Ryhall Road, Stamford.

 

The meeting concluded at 5.30pm, in readiness for the quarterly patient engagement event. The Chair introduced Anita Lyons, Lucy Lynch and Joanna Dunlop, Social Prescribers, from the Four Counties Primary Care Network, in partnership with Lakeside Stamford and Bourne, who were joined by Occupational Therapist, Lola Dack, to give a presentation to attendees. JC told the audience that she would take questions for the PPG after the presentation.