28 Beaumont Street

Patient Reference Group Meeting

Meeting 13th March 2012

Present:

Mrs Jane Belcher, Dr Sri Subramaniam, Paul, Sandra, Patricia 

Apologies:

Claire Webster, Mary, Joan

Welcome 

Dr Sri and Jane Belcher introduced themselves and welcomed the patients

Jane explained through the rules

•	The PRG is not a forum for individial complaints 
•	We are here to offer suggestions about how services may be improved
•	We advocate open and honest communication
•	All views are listened to 
•	No disruptions
•	We will start and finish on time

Agenda

Early morning Surgery
Text Messaging
Zero Tolerance
Late or missed appointments

Early Morning Surgery and Phlebotomy Clinics 7am – 8am

The doctors clinic was very well attended and welcomed by patients.  Unexpectedly the phlebotomist clinic was underused and attempts had been made to highlight it to patients.  It had been expected that this would have been used by commuters or patients requiring fasting bloods but this has not been the case. It has been agreed that this clinic will cease for the time being but it will be reviewed towards the end of the summer and be discussed again at a later date.

Text Messaging

This was discussed and our group was informed that we are in the process of collecting mobile telephone numbers from patients so that we are able to send them reminders for appointments and possibly reminders for some recalls.  It was pointed out that not everyone has this technology but it was seen as a very useful aid for reminding patients of their appointment time especially for our student population.

Zero Tolerance

The group was informed that this was not a huge issue in the practice setting, but there was an awareness that patients can sometimes be what was thought as slightly abusive towards the reception team.  To the group members this was not acceptable behaviour but was not deemed as being violent or aggressive. The group thought that we could just ask for patients to be removed from our list if they behaved in this manner, but Dr Sri and our practice manager reassured the group that when patients are unwell or worried they can react in different ways but staff are trained and know how to cope  with this type of situation.  If a patient is violent or extremely aggressive there are protocols within the practice which are strictly adhered to.

Late or missed appointments

As a practice we do not have a too bigger issue with missed appointments but it can sometimes become a problem and occasionally if two or more patients do not attend it results in wasted time and valuable resources, other patients could have used the appointment.  There was a general discussion around this and different ideas put forward.  One member felt extremely strongly that this was unacceptable behaviour and that recurrent offenders should be charged for their missed appointment.  The practice manager did explain that there can sometimes be very genuine reasons for missed appointments not always apparent  to people.
Generally members were surprised that patients did miss appointments and it was felt that if patients were late for their appointment and had a valid reason this appointment should be honored.

The meeting will be held quarterly and the members will be contacted  and asked to provide an agenda.

Thank you to all attendees.

Meeting closed.