| Meeting Number | 13 |
| Time | 1900 |
| Location | Zoom |
| Meeting Type |
| Committee Members | Paul Saffery (PS), Caroline Custard (CC), Michael Mancey (MM), Julie Cooper (JC), Glynn Roche (GR), Coral Nicholson (CN), Norman Webster (NW), Rob Furniss (RF), Eddie Vermeer (EV), Judith Dayus (JD), Carole Mowbray (CM) |
| Modality Mid Sussex | |
| Meeting Chair | GR |
| 1 | Apologies |
| Frankie Sulke, Rob Ellinor | |
| 2 | Minutes of the last meeting |
| Minutes (circulated previously) presented at the meeting and agreed. Proposed MM Seconded CC | |
| 3 | PPG Tracker update |
| PPG Tracker update: Moved to next meeting. ACTION: all committee – to update GR regarding any open items for which you have responsibility [13.1] Disappointment was expressed that the project plan for the Rapid Health roll out and the expected benefit realisation report had not been received from MMS despite multiple requests and assurances that they would be sent. It was felt unlikely that these would be forthcoming now. It was also noted that the outline for future engagement which was expected in November had yet to be received (see minutes 09.10.24). The PPG is here to help and accepts that MMS has had a very challenging time with staffing issues, Rapid Health implementation and impending CQC re-inspection. However, it was felt that this cannot be the template for future projects. Discussion as to whether MMS have established strength in change management and fully embedded processes for change. This has been led and driven by LB but her time available to work with MMS is finite and it is important that MMS grows and maintains these capabilities within its own organisation. | |
| 4 | Update on finances |
| Current balance: £1,797.22 Lloyds have been in touch to inform us that they are closing all Treasurers’ Accounts and moving them to Community Accounts that will incur monthly account maintenance charges of £4.25. JC is looking into finding alternative provision that is still free of charge and will report back. ACTION: JC to investigate changing banking provision [13.2]. | |
| 5 | Modality update |
| a. CQC: Re-inspection is due in January. The failures on the clinical side (e.g. pro-active follow-ups for medication, appointments etc.) and H&S issues have been resolved. Access has also improved judging by the reduction in social media activity and complaints since Rapid Health introduced and available appointments increased. Privacy remains an issue in reception. GR reports the view that MMS are reasonably confident but not complacent and noted that MMS have used the impact of the CQC outcome to effectively bring about change. ACTION: GR to contact CQC inspector to check if PPG will be involved as with the original inspection [13.3]. Dashboard: for PPG only – not to be shared. Data on dashboard shows 3 categories of triage. Auto-triage (online); Manual triage (reviewed by the clinical lead); and EMIS manual triage (including under 16s and safeguarding/ escalations). The latter generated over 100 daily requests for the clinical lead to go through. Each patient request is shown in either red, amber or green. Red: indicating urgency – same day appointment Amber: denoting condition that is serious but not life threatening – generally next day appointment Green: routine or non-urgent – appointments up to 6 weeks in advance In November 45% of requests came through the automated system and 41% of requests were classified as red. Information also includes breakdown by type of problem and by age. Questions arose regarding the dashboard information. GR to request they are addressed at the next meeting: ACTION: questions for MMS [13.4] What is the reasoning behind the times Rapid Health is open for bookings? Is the data used to give feedback and improve the Rapid Health algorithm or resource planning? Can the data allow comparison with similar practices such as East Surrey? Will this data help proactive targeting to generate services? How will it aid workforce planning? Are there any group of patients that have been disadvantaged by this change? On the ‘outcomes by pathway’ what is the significance of black? The dashboard shows the GP appointments;It would be good to understand the breakdown of the remainder of the ~14,000 appointments in the month. | |
| 6 | Rapid Health implementation |
| To collate experiences of Rapid Health from Committee and wider community to feedback to Modality and Rapid Health itself e.g. wording used, etc. Noted that the wider community (judging by word of mouth and social media) appear to be positive about the change. Reminded that LB shared a potential patient survey requesting feedback. ACTION: All to email feedback on Rapid health and survey to GR [13.5] | |
| 7 | 2005 patient engagement events & forward plans |
| Carers support: Other PPGs have a bigger involvement with their surgeries re supporting carers. CC suggested liaising with BD, Social Prescribers and Care Co-ordinators plus a representative of the PPG to improve communication with carers using the surgery text links. This would cover those known to be carers ensuring they know what is available to them within NHS e.g. priority appointments, flu jabs, flexibility with appointments, etc. Also texting to find those that are carers but do not wish to be known as such ensuring they know the benefits and introducing them to the Care Co-ordinators. ACTION: CC to initiate initial approach to BD [13.6] Tables in Reception: Following the shift back to face-to-face appointments there are more patients in the waiting room and now could be the time to reintroduce the tables. Vital to be in touch with patients and act as a bridge between them and the practice. To be shared among the committee. ACTION: CC to approach BD re the possibility of setting up a table in receptions [13.7] PPG Website: Current provider ends in 2 weeks. Looking for a new host that is cheaper. EV happy to organise (including security) and put posts up. Needs content to regularly go up on the website. Suggestions include profiles of committee members, newsletter, news for carers, and automated emails giving summaries of latest content, monthly themes, etc. Want to make it easy to find us and accessible to a wide audience. Need Editor/ Communication Planner. MM volunteered. The PPG needs to promote itself to 30,000+ patients but the website must be up and running so that when they go to the website and Facebook there is content there for them. Opportunity to explain what PPG is, what it has been doing and what it plans to do in the future. ACTION: EV to source cheaper host & set up website [13.8] ACTION: MM to plan themes for PPG media [13.9] PPG WhatsApp: current WhatsApp page has everything posted to it which makes it difficult to follow threads. Suggested move to WhatsApp Community and have folders within this e.g. patient incidents, meetings, newsletters, communications plan. Need to be careful which folder is used to post. ACTION: GR to set up WhatsApp Community & folders for PPG Committee [13.10] | |
| 8 | 2025 Meeting dates including AGM |
| 2nd Tuesday of the month @ 19:00 in Feb, Apr, Jun, Aug, Oct and Dec. Alternating in-person and by Zoom. AGM: To be arranged for October | |
| 9 | Newsletter |
| Follow on from previous newsletter giving examples of how the PPG works, the input the PPG has had in both the CQC inspection and Rapid Health implementation, networking with other PPGs and organisations such as Age UK. Needs to be of benefit to the reader so include patient content such as managing follow-up appointments and carers support. Discussions on distribution. EG Living: publish articles for free 200-400 words. Town Crier online. RH19 Uncovered. JC has printing contacts at Imberhorne at a reasonable price. ACTION: MM to produce newsletter for after the February meeting [13.11]. | |
| 10 | AOB |
| QVH Community Engagement: QVH are planning a new initiative and are keen to include the PPGs of MMS & Moatfield Surgery. Noted that attending a different site did not mean the prescription could be dispensed there. However, one prescription was sent to a pharmacy near to a patient who was away from home. Useful for patients to know this is possible. Representative from Park View, Burgess Hill: ACTION: GR to investigate if the practice would be willing to text the Burgess Hill patients re: joining the PPG? [13.12] Guest from last meeting: ACTION: GR to contact Rosie Bostock to see if interested in joining the PPG [13.13] PPG Award Scheme: Discussed the possibility to establish a scheme for recognising the positive – asking patients to give feedback. ACTION: GR to add the idea of a PPG Patient Award Scheme to the agenda for February. |
Meeting ended at 2054
Next meeting: February 11th, 2025 at 1830 (face-to-face at Crawley Down Health Centre)