Introduction

The Hadleigh Practices Patient Participation Group (PPG) is built up of volunteer patients from a variety of different backgrounds and age groups who all bring a unique viewpoint to the group. They work with the practice on a variety of projects to assist the staff to improve the patient healthcare journey and help spread the word about new and exciting developments at the practice.

Summary of Meeting

We are pleased to introduce Sarah, who has recently taken on the role of Care Coordinator within the practice. Sarah steps into this position following Kennedy’s transition into a Healthcare Assistant (HCA) role within the practice. We are delighted that Kennedy continues to be part of our team in this new capacity. We are also currently in the process of recruiting an additional Care Coordinator to work alongside Sarah, further strengthening our team and enhancing the support we provide to our patients.

• Update on new Lead Nurse, Teresa settled in well.
• Update on Autumn flu/covid clinics: Thank you to our volunteers, all of your input has been greatly appreciated.
• Update regarding the appointment booking system for covid and flu – During the recent clinics, we experienced some technical difficulties with the reminder service. Unfortunately, it has been challenging to exclude patients who had already booked appointments from receiving automated reminders. This resulted in some double bookings and confusion for a number of patients. We are actively reviewing this issue and working to improve the system to prevent similar problems occurring in future vaccination programmes. Despite these challenges, our flu and COVID clinics overall ran very successfully, and we would like to thank all patients and staff for their patience and support.
• PCN Health event – thank you again to all the volunteers who helped with this event – A new date of another health event will be sent out via email.
• DNA update – The original problem regarding the glitch with the reminder service in the system has been fixed.

A PPG member recently suggested publishing the number of Did Not Attend (DNA) appointments to help raise awareness of the impact missed appointments have on the practice. Vicky highlighted that historically, simply publishing the figures within the practice has not appeared to reduce DNA rates. However, we feel that sharing this information in a more visible and engaging way may be beneficial. We are therefore considering posting information about DNA numbers on our social media platforms (perhaps every 6 months), as this may reach a wider audience and increase awareness. Many patients are more likely to see and engage with messages shared online, and this could help reinforce the importance of cancelling appointments when they are no longer needed. We hope that by communicating this in a different format, we may encourage a reduction in missed appointments and improve access for other patients.

Practice Update:

Staffing & Operations

• Kennedy has moved into a Healthcare Assistant (HCA) role to cover maternity leave, mainly supporting phlebotomy and clinics.
• Nursing team working collaboratively to manage increasing demand and maintain safe care.

System & NHS Updates

• Dorset ICB merger with Somerset/Bristol/Wiltshire confirmed (more detail from Gill Foott).
• Integrated Neighbourhoods: Ongoing work to shift more care into the community, though progress is slower than expected.

Services & Access

• Physio waiting times improved to around 30–40 days.
• Reception workload review identified high call volume about prescriptions:
  • Patients encouraged to check pharmacy or NHS App instead.
  • Automated phone message to be introduced to reduce unnecessary calls.
• System Connect changes working well.
• Campaign planned to increase NHS App usage, especially for viewing test results.

Guest Speakers

Claire Woollard (Clinical Pharmacist)

• Supports:
  • Medication reviews
  • Long-term condition management
  • Prescription queries & safety
• Works with PCN pharmacists (Aga & Kieran) on medication optimisation and patient safety.
• Specialises in blood pressure and cholesterol management.
• Leading improvements in prescribing processes and staff training.

Gill Foott

• NHS Dorset restructuring:
  • Around 50% staff reductions in ICB
  • Clustering with BSW & Somerset
  • Compulsory redundancies starting April

PPG Activities:

Key Initiatives

• Digital literacy workshops:
  • Volunteers identified
  • “Train the trainer” session and pilot planned
  • Supported by Sarah Butterfield
• Future plans:
  • More patient surveys
  • Large joint PPG meeting across Poole North PCN (details TBC)

Engagement & Growth

• New PPG questionnaire to gather member interests and involvement
• Plans to recruit more members via patient text messages

Next meeting

May 14^th 1pm – 2pm at St Johns annexe.

• Date: Thursday 15th May - 1pm to 2pm
• Location: The Annex, St John’s Church, Macaulay Road, Broadstone BH18 8AR

Introduction

The Hadleigh Practices Patient Participation Group (PPG) is built up of volunteer patients from a variety of different backgrounds and age groups who all bring a unique viewpoint to the group. They work with the practice on a variety of projects to assist the staff to improve the patient healthcare journey and help spread the word about new and exciting developments at the practice.

Summary of Meeting

Practice Update:

Leg Club will be run from the practice for the foreseeable future.  The practice are aware re the loss of the Community aspect by doing this.   However, they are able to see more patients as a result of having it “in house”.  The practice will review after a year whether to continue holding within the practice.

Joint Covid and Flu vaccines will be administered within the practice this autumn.  We will probably offer flu alone and flu plus COVID, but not COVID alone.

Advanced Nurse Practitioner (ANP), Pauline, will be retiring in March.  Her replacement, Natasha will be working 4 days across Hadleigh House and Hadleigh Lodge.

An HCA (Health Care Assistant) – Megan has left and been replaced by Sadie, who is very experienced.

The receptionists now take calls for both Hadleigh House and Hadleigh Lodge. This has greatly reduced the number of missed calls, especially at Hadleigh Lodge, which is always very busy.

The results of the November Practice survey were presented.  It was suggested that clearer information on the PCN services would be beneficial to the patients.

PPG Activities:

Volunteers from the PPG will form a “sub group” to discuss the Repeat Prescription Process.  The process will be reviewed and updated on the website.  

The feedback on the Practice website was that it is “extensive and good”, layout not always amenable.  

• PPG minutes need updating. 
• The abbreviations on the website could be explained or made clearer to those who are unaware.  List all of the services on one page.  
• Systemconnect – give examples which will encourage patients to use it.

DNA – between 4-5% appointments are Did Not Attend (DNA), these are mainly nurse appointments.  PPG suggested if there was an automated option on the telephone system to cancel your appointment this may reduce the numbers.

There are plans to hold a workshop for patients to help them use the digital services that The Practice has to offer.  It is thought that PPG members could attend as “skilled users” after training.

Members to suggest further ideas for PPG involvement for the next meeting.

Going forward:

You will soon be seeing some of our members in the waiting rooms asking you our patients some questions about how we are doing, new phone systems and additional services we offer without the need to see a GP. We would be grateful if you could take some time to answer these questions as your opinion matters to us.

If you are interested in joining our Patient Participation Group, you can fill in our online form on the website or you can speak with one of our reception team who will pass on your details.  A member of the Care Coordination team will then be in touch with you with further information.

Thank you.

Introduction

The Hadleigh Practices Patient Participation Group (PPG) is built up of volunteer patients from a variety of different backgrounds and age groups who all bring a unique viewpoint to the group. They work with the practice on a variety of projects to assist the staff to improve the patient healthcare journey and help spread the word about new and exciting developments at the practice.

Summary of Meeting

Practice Update:

The BBC have been in the surgery today interviewing Dr Purbrick and other members of the practice re The National Insurance increase for employers and increase in National Living Wage, the article is on BBC News West.

Flu Clinic - 5 out of 6 went smoothly.  The middle clinic at HH had longer queues than ideal due to a patient issue in the practice, patient concern over the queue reaching into the car park at one stage.  We always look at what we can improve on for next time.

Leg club temporarily back in the practice, options are currently being discussed.  Issues include H&S of the premises used. VE advised that there are approx. 25-30 patients a week using Leg Club.

Solar panels are to be installed at Hadleigh Lodge next week and there are future plans to install them at Hadleigh House.  A grant has been given for Hadleigh Lodge but not Hadleigh House, due to different councils in different areas.

PPG Activities:

One of our members attended the Cranbourne Surgery PPG.  It was suggested that Hadleigh could try holding a meeting over Teams.

Hadleigh will do a “trial” meeting on Teams next for the evening meeting in May, this is with a view to alternating the meetings on Teams to encourage virtual members to attend.

The Practice asked for ideas for the PPG for next year.

Our Practice Business Manager will present to the PPG regarding the repeat Prescription process, the PPG will review and suggest the best way to make the process clearer on the website and TV screens.

PPG members to review the practice website and discuss in the next meeting areas where they feel it could be improved.

Going forward:

Some of our members will be attending an online PPG meeting at Crane Valley PCN.  This is a well-established PPG, and we are looking forward to hearing back from our members as to how this goes and all the ideas they come back with!

Our members are now in our waiting rooms asking you our patients some questions about how we are doing, new phone systems and additional services we offer without the need to see a GP. We would be grateful if you could take some time to answer these questions as your opinion matters to us.

If you are interested in joining our Patient Participation Group, you can fill in our online form on the website or you can speak with one of our reception team who will pass on your details.  A member of the Care Coordination team will then be in touch with you with further information.

Thank you.

Introduction

The Hadleigh Practices Patient Participation Group (PPG) is built up of volunteer patients from a variety of different backgrounds and age groups who all bring a unique viewpoint to the group. They work with the practice on a variety of projects to assist the staff to improve the patient healthcare journey and help spread the word about new and exciting developments at the practice.

Summary of Meeting

Practice Update:

Vaccination Clinics - The Practice advised that there are Flu clinics being held on Saturday 5th and Saturday 12th October.  There are separate Covid clinics which the PCN are running at the Hamworthy Club.  There is a new clinic for the RSV vaccine, patients becoming 75 in their month of birth will be invited.

It was advised that there is short term pressure on our nursing team due to the resignation of an HCA and sick leave for one of our phlebotomists.  The practice is currently in the process if replacing the HCA.

Dr Molyneux spoke at our meeting.  She thanked the PPG members for attending the meetings and for volunteering to be a part of the PPG.  Dr Molyneux gave an overview of the Hadleigh Practice structure, she also advised that Dr Bridgeman will be retiring this year.  It was also recommended that patients speak to a Pharmacists for a medication review for any medication enquiries before making an appointment with the GP.  

One of our PPG members advised how lucky she feels to be a part of The Hadleigh practice, having heard stories regarding other practices.

PPG Activities:

The PPG is looking for a volunteer to take over as Chairperson.  One of our existing members is thinking about it and feels that they should be able to take it on, we also have another member who is thinking about taking on the position of Vice Chair.

One of our members attended the PPG meeting at the Cranbourne Surgery to look at how their PPG Group is run.  This information will be shared at the next PPG meeting as we ran out of time.

The PPG has lost 2 members due to personal commitments.

Going forward:

Next PPG meeting 14th November 2024 – 5pm to 6pm at Hadleigh Lodge, Corfe Mullen

If you are interested in joining our Patient Participation Group, you can fill in our online form on the website or you can speak with one of our reception team who will pass on your details.  A member of the Care Coordination team will then be in touch with you with further information.

Thank you.

Introduction

The Hadleigh Practices Patient Participation Group (PPG) is built up of volunteer patients from a variety of different backgrounds and age groups who all bring a unique viewpoint to the group. They work with the practice on a variety of projects to assist the staff to improve the patient healthcare journey and help spread the word about new and exciting developments at the practice.

Summary of Meeting

Practice Update:

The practice informed the group that they have now moved over from the old E-Consult system to System Connect.  The practice hopes that patients will find this much easier and shorter to complete.  It will allow patients to request sick notes, administrative and prescription requests along with the normal medical queries.  However, some patients have had to be reminded that their query cannot be dealt with unless they give the practice sufficient information, so minimal information is not enough.

The new phone system which was installed in February has now had a chance to bed in and the practice has  received positive feedback from both staff and patients, especially with the new call back system which saves the patient having to try and contact the practice multiple times, they are now contacted as soon as a receptionist is free.

PPG Activities:

Our members expressed an interest in visiting other PPGs in the area to see how others work and what practice projects they take part in.  Canford Heath Group Practice who has in person meetings has already been visited and we heard back from them about this visit. Like ours it is a relatively new group

Gill Foott from NHS Dorset who’s our Community Engagement Officer was this month’s guest speaker.  She spoke to the group about the activities of other PPG’s throughout Dorset and encouraged visits to other groups as every group is very different.  Their activities range from helping to organise health events/talk, a section in practice newsletters, running a stall at local fairs to spread the word about PPG’s and practices extended services, the list goes on!

The PPG surveys subgroup met with practice staff to discuss the format and questions that were considered important.  It was decided that we had so much to cover that we would run 3 surveys over June, September, and November.

Going forward:

Some of our members will be attending an online PPG meeting at Crane Valley PCN.  This is a well-established PPG, and we are looking forward to hearing back from our members as to how this goes and all the ideas they come back with!

Our members are now in our waiting rooms asking you our patients some questions about how we are doing, new phone systems and additional services we offer without the need to see a GP. We would be grateful if you could take some time to answer these questions as your opinion matters to us.

If you are interested in joining our Patient Participation Group, you can fill in our online form on the website or you can speak with one of our reception team who will pass on your details.  A member of the Care Coordination team will then be in touch with you with further information.

Thank you.

Introduction

The Hadleigh Practices Patient Participation Group (PPG) is built up of volunteer patients from a variety of different backgrounds and age groups who all bring a unique viewpoint to the group. They work with the practice on a variety of projects to assist the staff to improve the patient healthcare journey and help spread the word about new and exciting developments at the practice.

Summary of Meeting

Practice Update:

At the end of February we introduced a new phone system at both our Broadstone and Corfe Mullen sites and update has been given to the PPG members on how this has gone so far for us. Welcoming comments from a patient perspective on knowledge of the change and how they themselves have found the new system.  

Many positive comments about the call back facility and knowing where they are in the queue, but also how the system didn’t tell them that they would get this call back. We will be looking at how we can inform those waiting on the phone outside of the queue system that they shouldn’t worry and will be called back.

Informed the members that we will be shortly updating our current E-Consult system to a more streamlined form, which will not take so much time to complete and submit.

PPG Activities:

Improvement on communicating changes between the practice and the patients is high on the agenda. We are looking at various ways to bring knowledge of change/additional services to the wider patient population.  

We have discussed various forms this could take including using the Broadstone/Corfe Mullen Link magazines more and possibly expanding to Canford Heath, plus 6 monthly texts to patients.

We are also gathering real life experiences from our members of how they have found using the extended services we use, so that they can appear on the TV screens in the surgery and also on the website.

The Hadleigh ‘Leg club’ is also looking for help with volunteers and fund raising and we are looking at how we can assist with this by doing a visit to the club to talk to the nursing staff, volunteers and patients.

Going forward:

Some of our members will be attending an online PPG meeting at Crane Valley PCN.  This is a well-established PPG, and we are looking forward to hearing back from our members as to how this goes and all the ideas they come back with!

Our members are now in our waiting rooms asking you our patients some questions about how we are doing, new phone systems and additional services we offer without the need to see a GP. We would be grateful if you could take some time to answer these questions as your opinion matters to us.

If you are interested in joining our Patient Participation Group, you can fill in our online form on the website or you can speak with one of our reception team who will pass on your details.  A member of the Care Coordination team will then be in touch with you with further information.

Thank you.