Dec. 16, 2024

Agenda

Patient Group Meeting 6.30pm 16/12/24 at Moat House

There was a really good attendance by the patients at the practice who were all thanked for coming out on this dark winter evening.

The practice staff who were leading the meeting introduced themselves to the group : Dr Osborne, Sue Robinson (Patient Liaison Officer) and Jacquie Clayson (Business Manager across The House Partnership).

Jacquie explained the reason for the meeting which was to update everyone with sharing practice news rather than discussing individual patient experience which are personal and due to confidentiality not suitable for this meeting. She asked if there were any of these then to contact us the next day, either call or via the website.

Jacquie went on to talk about the merge between Moat House and Greystone clinical systems and how we had tried to keep the patient experience the same where ever possible eg phone lines, web address etc. However behind the scenes are helping each other answering the phone and managing one triage list of enquiries to improve the service across both sites.

The merge with Caterham Valley Medical Practice was also discussed and at the moment it is at Partnership level and back office (accounts, payroll etc) so should be no impact to patient experience.

Practice staff changes was shared with everyone which mainly involve new receptionists, GP trainee rotations and a new Pharmacist Lead in the New Year.

We talked about winter pressures and the various outlets brought in by the NHS to support ourselves and our patients eg GP evening hub surgeries, additional triage appointments, referral to Pharmacists who now also prescribe, winter hub provided by our federation.

We talked about the patient group at Greystone House who meet ~5 times / year and includes a core of ~20 members. We talked about getting one going at Moat House and asked anyone interested in attending meetings, or even getting copies of minutes of the meeting, to let us know via the website.

Minutes

Questions and general feedback from some of the patients present :

· Someone asked why merge if there’s no difference for the patients – the practice explained about the back office sharing of support for each other and larger team cross site learning. There is also the opportunity for offering services at another site eg minor surgery now at Moat House, micro suction at Greystone House to be extended to patients at Moat House.

· Someone suggested inviting people and asking for a response so space could be managed better – this was agreed as a good idea.

· There were a few issued raised regarding the NHS App and access to medical notes – this is usually due to the access settings for a patient and those who mentioned this was asked to put the request via the website.

· Someone asked whether patients would be asked to be seen at the other practices – it was explained that ideally we would like patients to be seen at their own surgeries where they know the staff, parking, etc etc and from a clinical point of view this ensure continuity of care. It was mentioned that if the service was one that isn’t offered at Moat House eg micro suction at Greystone House, then it would be a good thing for us to be able to offer this service to the Moat House patients. It was also mentioned that although ideally we don’t want to offer cross site appts routinely, sometime it has been accidentally done as our staff are learning too with the combined system.

· At the end a number of patients approached the staff present to feedback positive experiences and thanks and appreciating for the service they receive from the practices – equally the practice staff thanked the patients for this feedback as it can be so difficult to know if patients are happy.