Nov. 20, 2024
Agenda
Update from the Practice
Digitial Triage
Feedback from Patients
Minutes
The Friends of Capelfield Surgery
Minutes of the Open Patient Participation Group meeting
Wednesday November 20th at 7.30 p.m. Capelfield Surgery
The meeting of about 25 patients was opened with a welcome to patients and
introduction of the staff present: Gayle Gollogly Practice Manager GG, Varsha
Mandalia Business Manager VM, and Dr Hannah Davidson HD and Dr. Nazila
Toumadj NT - CS partners. Also the FoCs committee members: Michael Collon MC
(Treasurer), Linda Wells LW (secretary) and Drew Shapter DS (co-opted).
LW outlined the role of a PPG, a group of patient volunteers who meet with practice
staff to discuss and support the running of their GP practice. PPGs review the
services the practice offers, patient experience and how improvements can be
made for the benefit of patients and the practice.
A practice report was given supported by print outs of data, pie charts etc
and power point slides. It was reported that;
• The practice now has a Business Manager, specialist nurses for asthma and
paediatrics, and a phlebotomist service.
• HD said that the practice is fully staffed with 8 doctors plus 2 GP trainees but
that it is always in the balance. All the Doctors work part-time.
• Funding for blood testing does not cover the costs, each appointment is now 5
minutes not 10. Blood testing is also available at Kingston Hospital.
• At present the practice is paid £109/per patient /per year. This 30p pp per day is
too little. The BMA has advised GPs to take collective action, capping
appointment numbers to 25/day with 15mins/appt. Currently Capelfield offer
50:50 phone & in person appointments but they are interchangeable based on
patient preference/need.
• Nursing appointments are all face to face.
• The GP workload has increased as Hospitals have been off-loading some tests
etc to GP surgeries. And there is an issue regarding lack of data sharing
between hospitals and GP surgeries..
• The Triage system and online appointments method has been in place for 11
months and has improved matters for patients; 26K (thousand) online requests
have been processed since the start most are medical, others are test results
follow ups, repeat prescriptions etc. 80% of patients now use online, 14%
require receptionist form filling.
• The Triage system includes a doctor always sitting in with receptionists so they
can see pinch points and intercede when needed.
• GG reported feedback from patients after text requests runs now at 4K received
of these 75% rate the service as very good, in total 85% rate service as good/
very good.Only 3% rate service as poor.
• Routine appointment waits down from 6 weeks to 2 weeks.
• The online medical appointments are generally now available 8am -5 pm repeat
prescription requests and other administrative requests 24/7.
• There is now a call back option on the phone line.
Patients then asked questions and gave feedback
• The NHS App presents difficulties for some patients, eg. Number of steps to
verify. HD said that they were aware of the issues and VM suggested that the
surgery would call in someone from the Integrated care Board who has offered
to help give staff help on this.
• Does the surgery have a view on certain patients finding the online booking
causing anxiety re confidentiality? It was acknowledged that cyber insecurity is a
real issue as it is in all areas. However in some ways the anonymity of online
can make patients more at ease.
• Some patients are reluctant to give symptom details to receptionists; it is the
case the the reception staff do receive training to handle this information, and a
doctor is at reception for triage
• Patients wondered if a non-urgent appointment request would always be pushed
back by urgent requests; however this is not the case the two types are
allocated separately
• Patients wanted to give a big thank you to the always friendly and helpful
reception staff and the doctors said that receptionists are pleased that the new
appointment system means they are not having to say ‘no’ so often
• Patients and doctors expressed regret that GP services have changed from the
family doctor role of the past. NT expressed the loss of personal connection with
patients that doctors feel. A plus from the change is that patients not having a
named doctor means easier appointments making. Also HD said that there is a
move from BMA to go back to the continuity of linked GP to patient.
• HD reminded patients that it is always an option to ask to see a particular doctor
but may then mean a wait
• John Bamford told us that the most recent NHS National Data Survey scored CS
we’ll above average on all areas except for seeing the preferred GP.
• All patients present at the meeting expressed their thanks to the staff and
Doctors and said that they feel fortunate to have such a good GP practice
Those present were thanked for attending on such a cold evening and asked their
views on taking forward the PPG. It was suggested that 3 meetings per year should
include a daytime one to attract others. It was also pointed out that we need to
publicise PPG meetings, in school newsletters, at HTC on public notice boards on
social media etc.
Minutes of PPG meetings will be posted on the CS website - access via ‘About Us’
tab in the PPG box.
The decision was taken to have three meetings a year for the CS PPG as follows:
2025
The AGM on a Friday in early 2025 possibly February 28th? TBD
A daytime PPG meeting suggested Wednesday May 14th
An evening PPG meeting suggested Wednesday September 17th