Nov. 14, 2023

Agenda

Agenda Item

Introduction

Future PPG Meeting schedule

Practice new Triage System

Medicines Shortages and dosage issues.

NHS App Training

Minutes

Discussion

Michelle introduced herself to the group as the new Practice Manager working alongside Alex.

The Group agreed to meet at 6.30pm on the 2nd Tuesday of every other month.  It was suggested we start this from February 2024 to allow the practice to cope with the January rush. Michelle to confirm dates.

The focus of the discussion was around the newly introduced clinical triage system which was introduced for the benefit of the patients, taking the pressure off needing to make a call at 8.30 in the morning to get an appointment that day and ensuring medical requests are triaged by clinicians within the practice.

 

Patients without access to technology will continue to contact the practice by phone and whoever took the call would enter their data through the system to ensure they got the appropriate treatment. Messages are received by clinicians and patients should get a prompt response. Duty doctor still there until 6.30 each day.

 

When looking at the Website and after some discussion, it was requested that the NHS App and the Online options were switched around, ensuring the Online form was the first option for patients.  The practice do not use NHS App for appointment booking at the practice as it is full triage so the practice was asked to consider a note highlighting this to be added to the Website.  Michelle responded that we have limited ability to amend the actual Website text but would investigate doing this. General consensus was the new website looked cleaner and more in line with the NHS format patients are used to and that the self-booking system was good. As soon as changes are made Michelle agreed to let the PPG know.

 

It was requested that there is clarity around what the outcomes from triage are likely to be and also an update on Did not Attends.  Michelle agreed to put these together and share.

 

It was clarified that Red Flag are visible to all staff when triaging and a suggested was made to specify whether these could be specified as Category 1 or Category 2 when reporting to the ambulance service.  Dr Carylon agreed that the practice could do this.

 

Michelle agreed to clarify a question around pre-bookable appointments and if GP appointments can be booked ahead several days.  It was, however, emphasised that the practice would rather a clinician decided whether or not something can be left or needed to be seen urgently, so would prefer any requests for appointments to go through the Triage system.

We also discussed the issues with medicine shortages and community pharmacies. A big issue was the need to get prescriptions changed if the exact match wasn’t available at any local pharmacies. For example they could not substitute 2 x 400mgs of medication if the prescription was for 800mgs.  Michelle to feed this back to Medicines Management Team and feedback on response.

Training available for NHS app ambassadors – volunteers to let Michelle know.