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Minutes of patient group meeting 13 March 2018

Minutes of patient group meeting 13 March 2018

High Field Surgery – Patient Reference Group

Minutes of the Patient Reference Group held on Tuesday 13 March 2018 commencing at 6.00pm

Present:           Chair – (KB).

(DM), (BA), (CA), (CG), (LW), (HD), (DD)

Practice Manager – Mike Holmes (MH)

Guests – Gloria Hartley, Locality Support Manager, Leeds CCG

Helen Wilkinson, Locality Support Manager, Leeds CCG


1. Apologies and Introduction

Apologies: (DP), (GB), (LB), (MI

2.  Minutes

The minutes of the last meeting 19 September were approved.

3. Online Pharmacies

KB raised the business practice of Pharmacy2U, who have been mailshotting LS16, requesting patients sign up for their online repeat delivery service. The letters can be misleading and quote the surgery name.MH explained the practice was aware, and although they are contracted to be strictly independent where Pharmacies are concerned, has previously raised this matter with the CCG Medicines Optimisation Team. The letter now being used was a revised version. MH also confirmed that the practice had seen examples of elderly patients who had signed up by mistake, causing much confusion on medicines delivery.The group were in agreement for KB to write to the CCG medicines team on behalf of the PPG raising concerns from a patient perspective.

4. GP Forward View and 10 High Impact Actions

Helen Wilkinson from Leeds CCG gave a brief overview of the merger of the 3 Leeds CCGs and how the organisation was organised into Contracting and Development teams. As part of the Development Team she summarised the NHS England Forward View, and specifically the High Impact actions that the development team will help the practices implement, particularly on a Locality basis.There followed a summary of each High Impact area with MH giving examples of work the practice had done on each, much of which was ongoing, and an open discussion amongst the group. See also Appendix A.

  • Active signposting:
    • Receptionists are undertaking a 4 part training programme to assist them with signposting
    • The practice website has been redesigned with signposting at the core of the front page
    • Practice social media accounts regularly suggest alternatives
  • New consultation types:
    • The practice has the ability to conduct Skype consultations although this has proved difficult to introduce effectively
    • Patients can now use the website to request Fit notes, and conduct Asthma and Smoking reviews, with more onlive consultations to follow
  • Reduce Did Not Attend (DNAs):
    • Robust systems in place including:
      1. SMS reminders
      2. Collecting upto date contact details
      3. 3 Tier warning system with ultimate sanction of deduction from the registered list
      4. High profile publicity on the impact of non-attendance
      5. Cancellations possible by SMS, Online or telephone
  • Develop the team
    • Continual training underway for all staff, latest example being training 2 receptionists in Phlebotomy, to facilitate a cascade of work down from GPs and ultimately create more GP availability
  • Productive work flows:
    • Process redesign in multiple areas, examples:
      1. Prescription process and use of new technology
      2. Recall process for annual reviews
      3. Document workflow re processing hospital mail to GPs
  • Personal productivity
    • Ongoing training and personal development plans
  • Partnership working
    • Existing successful partnership with local practices which started with the Extended Hours pilot and has grown to include sharing of ideas and best practice
    • Now being developed further by involving colleagues from Leeds Community Health and Third Sector Organisations such as BARCA through a Local Care Partnership
    • MH explained the ultimate aim is to improve patient care by redesigning services and pathways via a Locality model
  • Social prescribing
    • In place via our partnership with the Personal Empowerment Project
  • Support self care:
    • See active signposting
    • Promote use of online access
  • Develop QI expertise:
    • Ongoing under supervision of Practice Manager

Further discussion covered the DNA process in detail, the removal of 3rd Party Prescription ordering (Pharmacies), and pressure on the appointment system.


LW raised and promoted the CCG Community Network, and offered all attendees the ‘Get involved’ flyer to sign up. Flyers were also left in the waiting room for other patients to access.

5.  Next meeting

Agreed for 24 July 2018 – 18:00, note this is a change to the proposed date.

KB thanked everyone for attending

The meeting closed at 7.00pm

Appendix A


  1. Active signposting: Provides patients with a first point of contact which directs them to the most appropriate source of help. Web and app-based portals can provide self-help and self-management resources as well as signposting to the most appropriate professional.


  1. New consultation types: Introduce new communication methods for some consultations, such as phone and email, improving continuity and convenience for the patient, and reducing clinical contact time


  1. Reduce Did Not Attend (DNAs): Maximise the use of appointment slots and improve continuity by reducing DNAs. Changes may include redesigning the appointment system, encouraging patients to write appointment cards themselves, issuing appointment reminders by text message, and making it quick for patients to cancel or rearrange an appointment.


  1. Develop the team: Broaden the workforce in order to reduce demand for GP time and connect the patient directly with the most appropriate professional.


  1. Productive work flows: Introduce new ways of working which enable staff to work smarter, not harder.


  1. Personal productivity: Support staff to develop their personal resilience and learn specific skills that enable them to work in the most efficient way possible.


  1. Partnership working: Create partnerships and collaborations with other practices and providers in the local health and social care system.


  1. Social prescribing: Use referral and signposting to non-medical services in the community that increase wellbeing and independence.


  1. Support self care: Take every opportunity to support people to play a greater role in their own health and care with methods of signposting patients to sources of information, advice and support in the community.


  1. Develop QI expertise: Develop a specialist team of facilitators to support service redesign and continuous quality improvemen

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