PPG Minutes 24th September 2024

1. Present

John Morphy Godber (chair) (JMG), Paul Matthews (PM), Elaine Hooper (EH). By invitation: Emma Wilson(Patient Services Manager) (EW), Dr Gavin Cattigan (Partner).

Apologies from: Paddy Jelen (PJ), Judith Juniper (JJ), Allison Mann(AM) and Marion Pitt (MP).

2. Previous Minutes and Actions

2.1. The minutes of the July meeting were approved.

2.2.  Several committee members had volunteered to help with the Autumn flu clinics and EW said she would contact them individually to arrange dates.

2.3. Re: Putting links to local groups and services on the website, EW said she would be discussing this at a meeting next week. 

It was generally agreed that such links would be good and that anyone responsible for such a group could contact the practice to ask for information to be added. The Facebook page could also be used for advertising specific meetings and events. 

Action: John to post a message on the new email group.

3. Questions to the Practice

3.1. Is there a doctor who could offer expert support for HRT? 

• Dr Cattigan said several GPs had knowledge and two were currently having training from the British Menopause Association. He hoped all GPs would be able to give support. 
• It was agreed that it could be useful to put some information on the website and also advise receptionists about clinicians who were particularly knowledgeable about specific issues. This could assist patients to feel more confident that the person they were due to see would be especially interested in their concerns. Examples such as diabetes and mental health were mentioned. 
• Dr. Cattigan said that we could use our communication channels to advise patients of GPs, who have specific interests or specialisms.  

Action: Dr. Cattigan to consider what could be done to provide such information to patients.

3.2. Telephone Call Back Facility:

• EW reported that all the feedback they had received had been very positive. PM said comments on Next Door had also been good, with people reporting being called back and then getting a same day appointment quickly. EW said the facility is available between 8 and 9 am and then Midday to 3 pm, which are the busiest times.

3.3. The Q&A document:

• The committee had asked when this was likely to come for review, before publication. Dr. Cattigan apologised that it had not progressed as quickly as he would have liked but agreed to ensure it would be available for the next meeting on 19th November.

3.4. St Mary’s sound leakage:

• Some patients had mentioned being able to hear the general murmur of conversation from the consulting rooms while waiting. No actual words could be heard. 
• Dr. Cattigan said that there would be little opportunity to add extra doors or sound proofing. EW said they had been considering placing some smart speakers in the Waiting Area to provide gentle entertainment and cover conversation noise.

3.5. Use of Texts:

• There had been comments that some links in texts did not work and that some texts may be misleading and poorly worded. 
• Dr. Cattigan said that in general the use of texts for fast communication was positive, but it was important to take care of wording and content. This is something we can continue to monitor and seek patients’ experience.
• JMG asked about people who do not use texts.  Dr. Cattigan said that, if the patient record did not list a mobile number, then an alternative method would be used either by letter or telephone. However, a patient is able to formally nominate another person to receive texts on their behalf, if they choose. This requires a formal application. EW reported that the surgery does not withhold telephone numbers, so that people will know who is calling them. 

3.6. Anima:

• EW reported an increase in patient satisfaction rising from 58% good in July to 75% in August. Dr. Cattigan said that the response time for enquiries rated as “green” (not urgent) had been shortened from 2 weeks to 7 days and those rated “amber” to 3 days. 
• There had been concerns about the lengthy questionnaires and also the difficulty, sometimes, of finding the right category and path for a concern. Sometimes once a condition is identified Anima seems to take the patient relentlessly down a specific track e.g. hip pain seems to lead to an assumption that the patient is elderly and may have difficulties managing at home. Dr. Cattigan said that they could look at the pathways to help remove assumptions. 

3.7 Information about Events and Groups in the Area:

• EW said that there were plans to make much better use of notice boards in waiting areas to provide rolling information to help patients learn about other sources of help in the community. She said there would also be information about the various roles of people who patients may see and information aimed at carers. JMG said we should not just rely on noticeboards, as some people may not be able to read them and they are only available to people who have come into the surgery. He said that the new PPG email group could be used as an additional channel for communication   

3.8. Effects of BMA Action:

• Dr. Cattigan said that the BMA issues were national and would continue for some time. There should be no negative effects on patients. However one issue is that the surgery was now being more assertive in not accepting responsibility for things which belong in secondary (hospital) care and are funded as such. He said that if a hospital tries to put responsibility onto a GP surgery, who are not paid for the work, this would be pushed back.
• There was some concern among the committee over whether this could, in some cases, leave the patient without care, or with a delay.
• Dr. Cattigan said that the practice would be for the care to be provided by the GPs, but the secondary care body would be asked not to repeat the issue. 

3.9. Update from Surgery:

• Dr Hannah Waddingham has joined as a partner currently in induction. Dr Khela also joining from Spalding. This releases two locum people. Dr. Cattigan also said that the changes should mean more face to face appointments would be available from the end of October.
• The committee members reported an increase in positive comments both in person and online and were happy with the incremental improvements being made, as well as the willingness to listen and respond to issues raised by the PPG.
• Members also said that there had been positive feedback about the service provided by receptionist staff, especially at St Mary’s where a defensive attitude seemed to have gone. 

EW and Dr. Cattigan left at this point.

4. Committee only business

• The AGM will be in January and JMG will find a venue and date. 
• PPG meetings in 2025 will continue to be bi-monthly starting at 5 pm and either on Tuesday or Thursday depending on members’ availability.
• JMG reported that the new email group is attracting a lot of interest and is being promoted in the Mercury. He said there is a zoom meeting of all Lakeside’s PPG chairs on 30 September, which he is attending and will report back.
• JMG had had a meeting with SHEAC (Stamford Health Education and Awareness Charity) and had agreed with them that they and the PPG would work closely together in arranging events for Stamford. The first will be on  palliative care on Friday 15 November at the Arts Centre. He will represent the PPG on the SHEAC trustee board. He proposed that we invite both SHEAC and Shanni Storey (Community Connector) to our future meetings. 
• He had contacted the ICB (Integrated Care Board) for Lincolnshire about the fact that residents of Stamford are not allowed to use the Pain Clinic, operating out of Stamford hospital. The ICB had said there is an issue over staff sickness and they hoped to remedy the situation. We shall wait and see. They had also said they would be arranging some kind of consultation with Stamford, before the end of the year.
• This should be a good opportunity to hear directly from the ICB who have a lot of responsibility for health provision
• JMG said he thought the PPG page on the surgery website needs to be updated, shortened and made more accessible. He would offer a revised text for the next meeting which will be on 19 November at 5 pm.

Meeting ended at 6:30pm