PPG Meeting Minutes July 2024 

• Chair Adrian Pitts
• Minute taker Sarah Baker

Present

• Sarah Baker (SB)
• Julia Wakeham (JW)
• Adrian Pitts (AP)
• Arlene Hansell (AH)  
• Robert Cresswell (RC)
• Reuben Lewis(RL)
• Patricia and Peter Williams (PW)
• Laura Phipp (LP)
• Andrew Mackie (AM)
• Mark Munday (MM)
• Teresa Feely (TF)
• Jane Hetherton (JH)
• Susan Holleran (SH)
• Susan Nicholds (SN)

Introductions

• The group introduced themselves.

Minutes of the last meeting

• Minutes agreed 

Matters arising

AH raised the issue of a crossing on the main road outside the surgery. MM replied this is on the Town council agenda but not likely to come to fruition until 2030.

PPG members were please staff are now saying their name when answering the phone. 

Actions since last meeting

• None due to AP personal circumstances

Woodlands Update Including Actions from Last Meeting

All action completed apart from the PPG Awareness week. AP unable to action due to personal circumstances.

• SB spoke regarding the letter from the local MP regarding Woodlands that was posted on his X (twitter). This upset staff at Woodlands as it was untrue and factually incorrect. The MP did not engage with the Partners at Woodlands prior to publishing the letter. The letter was subsequently posted on the Paddock Wood Facebook page which the partners thought was very inappropriate. Staff were demoralised and it could have caused a potential breakdown of trust between patients and Woodlands.
• The majority of the PPG were appalled by the MP’s actions.
• 48% of appointments are booked the same day and the average wait for a routine appointment is 9.7 days. The digital lead in the Tonbridge PCN is drilling down further on this data and once received a complaint will be made to the Parliamentary and Health Service Ombudsman.

JW added that if patients feel access is a problem then this needs to be addressed. Three options were put forward.

1. Total triage, operating a digital front door. Patients would not be able to ring /attend surgery requesting an appointment. An E-consult would have to be submitted and then triaged.
2. Children and the elderly could ring the surgery but everyone else to contact the surgery digitally.
3. The surgery to continue to push E-consult, asking patients to contact us digitally if they are able.

• SN reported back a critical example of the use of E-Consults at another surgery but agreed they do have their place.
• JW commented that Woodlands faces the same problems as all other surgeries and felt upset that Woodlands was singled out. Other surgeries used other clinicians, such as Advanced Nurse Practitioners and Physicians Associates and agreed this does improve access but provides a poorer medical outcome. It was agreed that Advanced Nurse Practitioners have their place in some situations, such as winter pressures, but some surgeries are mainly run by these nurses and associates.
• Majority the PPG would like E-Consults to be pushed. Agreed to advertise on the Paddock Wood Facebook page and to resent the text sent earlier this year.
• SB to action
• JW advised the Tonbridge PCN is setting up a winter pressures clinic over the winter months, staffed by Advanced Nurse Practitioners but supervised by a GP. This will run Monday –Friday and will be based at Woodlands on a Thursday.
• JW asked PPG members to think about how access can be improved and any ideas to be bought back to the next meeting.

Complaints RC

• RC asked what the procedure was when a complaint is received and upheld. JW advised we hold a Significant Event Analysis meeting to discuss what went wrong, why it went wrong and to discuss ways to reduce the risk of it happening again.
• RC advised there was an error on the telephone message at the last PLT (Protected Learning Time (when the surgery is shut for the afternoon), and inconsistent information on the poster on the front door. This resulted in a patient travelling to Woodlands in the afternoon when the surgery was closed. SB agreed there was an error in the telephone message and apologised. During the afternoon it was bought to her attention and the message was quickly changed. SB was unaware of any incorrect information on the poster.
• Agreed future PLT would be checked and communicated on the Paddock Wood Facebook page

SB to action

Impact of the IT outage Friday 19th July RC

• RC asked how Woodlands had been impacted by the IT outage.
• JW advised we did not have any access to medical records. Patients were asked to attend surgery if they needed urgent medical attention. Paper and Pen was used to record consultations and written up on the computer records on Monday 22nd July. Despite the difficulties the day went as well as could be expected.

Phlebotomy RC

RC was aware from feedback that  blood tests with a MTW phlebotomist that did not go as well. JW advised the same needles are used but the nurses from Woodlands do sometimes use “butterflies” on patients who are difficult to bleed. These however are expensive so probably not used by MTW staff.

Reception Environment RC

• RC family members noted earlier that day there were not enough chairs in the waiting room and some patients had to stand. RC also asked if the blinds could be lowered when the sun is shining through the windows for patient comfort.
• SB will raise with staff
• SB to action

Social Prescribers MM

MM saw an advert for the Tonbridge PCN Social Prescribers on Facebook and asked if there was funding available through them for the recently abandoned therapy garden in Paddock Wood. SB advised unfortunately not.

 

Action Log

• Advertise E-Consult on Facebook and resend text SB
• Advertise PLT on Facebook SB 
• Reception Environment SB

Date of next meeting

Date of next meeting Monday 28th October 2024 6pm at Woodlands.