PRINCES PARK HEALTH CENTRE
Dr M G Stockton                                                                                      Wartling Road
Dr K C Norwood								Eastbourne
Dr J Andrews								           East Sussex
Dr J P Rabuszko							            BN22 7PG
Dr S Sorooshian
Dr M E Pope							      Tel No 01323 744644
Dr P C Jain							      Fax No 01323 736094
Dr J G Wiggins

Patient Group Meeting – 8th March 2012

1. Chairman’s opening remarks:
A PPG Chairman is still to be assigned.  This will take place at the next meeting.  Therefore, this meeting was chaired by Graham Hunt.  

2. Minutes from last meeting - Matters arising:
Matters arising consisted of further discussion of the appointment system and problems experienced.  There are issues with pre-booked appointments, with either not being able to get a pre-booked or no routine appointments being left on the day because of the pre-booked ones.  Also there still seems to be a general confusion about how the system should work – both from patients and staff.  
Action: 	Graham to present a breakdown of the appointment system, and how works, at the next meeting.

The idea of a coffee shop was raised as being too expensive to run and the general consensus was that vending machines, located in both buildings, would be the happy medium.  The other concern with a coffee shop is the foot-traffic and the noise associated with it. 

It was also mentioned once again about the lack of information being given to patients.  This is mainly over the phone due to members being too busy to explain in detail.  There was discussion about how to best convey information by using the Newsletter, Website, Mail-shots and information boards.  

Message facility on the phone system is still asking about flu-like symptoms.  This is out-of-date and needs to come off.  
Action: 	Telephone message system to be altered.

3. Final questionnaire format for patient survey:
Graham has sent out 200 questionnaires to a cross-section of patients.  A copy is also on the website (electronic version that can be completed online to be set up) and hard-copies in both surgeries.  

4. Preliminary results from patient survey:
Graham went through the preliminary results of the survey and the majority of the group agreed that the answers given were accurate.  There are still some questionnaires to be returned so we will have a complete view at the next meeting.  
Action:	The updated survey results to be presented at the next meeting.  

There was a comment that the scale is unbalanced as there is no neutral midpoint.  
Action:	Graham to review the scale.
5. Actions and timings that fall out from survey:
All group members given a copy of the survey to take away.  We will await further comments and suggestions.  

6. News from the Practice:
Graham Willoughby unable to attend today so nothing discussed on this subject.  

7. Look at format of first Newsletter – Suggestions and comments
The Newsletter was presented.  This received a good response and should be a useful way of communication information to patients.  

8. Look at ongoing Website development – Suggestions and comments
www.princesparkhealthcentre.co.uk

The Website received general praise.  Some suggestions were made to additions including a suggested link to a wheelchair service and Pharmacies that deliver free-of-charge.  All suggestions gratefully received and will be considered for further development.  

9. Ongoing plan for 2012:
Monthly meetings to take place, except for maybe August.  

All comments and suggestions for agenda to be emailed / phoned through a week before the next meeting – in this case by Thursday 29th March.
Email:	grahamhunt@nhs.net 		Tel:	01323 744634

10. A.O.B:
Email Addresses:
There was mention of adding email addresses to patient records so that we will have more ways of being able to communicate information.  
Action: 	Look into ways this could be done.  

Test results:
Obtaining test results is still an issue for some patients as they cannot telephone in the afternoon. 
Action:	Look into ways of changing the current system

Message screen:
There were several comments that the message board scrolls too fast and, when a patient is called, the message disappears entirely.
Action:	Look into either slowing down the scroll-rate or maybe invest in another board.  

Change of GP within Practice:
There is no set guideline for this but, if there is a particular breakdown in the Doctor-Patient relationship, the best course of action would be to write to Graham Willoughby outlining the issue and he will see what he can do.  

Same-sex GP or chaperone:
Where possible, if someone requests to a see a GP of the same sex we accommodate this.  
Chaperones can be requested (Practice Nurse) or you can have a friend or family member present.  

Date of next meeting: Thursday 5th April 2012 at 12.20pm