94-102 High Street, Hampton Hill, Hampton, Middlesex, TW12 1NY
Telephone: 020 8977 0043
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HAMPTON HILL MEDICAL CENTRE – MINUTES OF THE PATIENT PARTICIPATION GROUP MEETING
Wednesday 19th April 2023 @ 18.30 hours
PPG Members – Robert Piper, Shara Ross, Anita Fox, Chris Saul, Alison Young (Chair)
HHMC – Doctors/HHMC Partners Anjlee Sekhon and Babeeta Staples
Apologies – Richard Venables (PPG); Deborah Murphy and Rosemarie Page (HHMC)
The previous Minutes were accepted.
TARGETS SET FOR HHMC
FRIENDS AND FAMILY SURVEY (AND OTHER PATIENT FEEDBACK)
This is a ‘rolling’ review of patient satisfaction with their experience of using HHMC’s services, with a random selection being sent a link to the survey, via a third party provider. The majority of those who respond to the survey are positive – and their written comments reflect this. This should be celebrated – we suggested that the results should be published in the waiting area each month, via the Powerpoint Slides in the Waiting Room.
However, there were a few negative responses, (a) about specific areas (eg the length of time waiting at Reception, or on the phone) and (b) on specific days in the week when the latest survey was run – the reasons for these perceived issues need to be explored, with appropriate action taken (if at all possible).
Along with celebrating the good things that are said about HHMC, we suggested a regular Agenda and Newsletter item about issues raised via the Friends & Family Survey and other feedback mechanisms, with (where deemed necessary) the actions taken to make improvements – along the lines of ‘You Said – We Listened’
ONLINE TRIAGE SERVICE
It was acknowledged that the waiting time for the telephone to be answered can be long (depending on how many staff are available and also the day and time of day). Online Triage (available via the website) is the best/quickest way to seek urgent help, because messages are read shortly after receipt, prioritised, and assigned to the person best qualified to take action. The patient will be contacted as soon as possible, by phone or by text, (in line with the urgency of their query) and this could include a direct call from a doctor or an appointment for a telephone or in-person consultation.
Progress on actioning telephone triage messages is kept under review throughout the day, to ensure that (a) urgent action is taken where appropriate and (b) each enquiry is handled within the appropriate timeframe allotted to it (according to its urgency and the resources that are available – the aim being to do this within 2-3 days, and usually sooner. The benefits of online triage include:
Recruiting and retaining staff, of all kinds, remains a key issue within the NHS and also at HHMC! We were very sorry to hear that Dr Gulati is leaving in May and asked that she be told how very much we have valued her professionalism and care while she has been here: she will be missed!
FAILURE TO ATTEND APPOINTMENTS
Too many patients do not attend their booked appointments (whether for a blood test, to see a GP, or with a nurse) and this not only wastes money but means that other patients miss out on the appointments that they need and have to wait longer. This is simply not fair, especially when HHMC’s resources are under so much pressure already. The average number of Did Not Attends (DNAs) is currently 40 per week! We suggested that this topic could appear as a regular item on our agenda and in the Newsletter.
There is a process to follow up with patients who fail to attend even two appointments – we suggested that regular offenders who fail to attend phlebotomy appointments, without good reason, could be booked with Ashford Hospital (our phlebotomy providers) in future.
OUT OF HOURS SERVICE
SUPPORT FOR MENTAL HEALTH
There is continued reliance on charitable organisations for supporting patients with mental health issues rather than getting this through the NHS who, it would seem, can take too long to see people and may refuse to help. This lack of NHS support is a huge issue – there is a 2 year wait for adults with autism to be seen, and it can take 18 months for children to get a first appointment.
There are a number of charitable organisations that patients can either be referred to or can contact. Hampton Hill Medical Centre has a great section/tile on their Websites Home Page, dedicated to Mental Health Support, available for anyone to access.
Hampton Hill Medical Centre have also recently had a Mental Health Support Worker join their team, available to talk to any patients who want to review their mental health or are struggling, via an appointment at the Surgery. We suggested that there could be lunchtime and/or evening talks on topics such as Coping with Anxiety, and that these could be split into a session for younger people and another for parents.
LUNCHTIME TALKS FOR 2023
Aim for 4, with ideas for topics including: prostate, gut health, staying safe in the sun, sleep problems, pain management, unexplained medical symptoms, recognising a TIA (and what to do next)
The next PPG Meeting is yet to be confirmed, and will be advertised once a date has been agreed!