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We would like to know how we can improve our service to you and how you perceive our surgery and staff.
To help us with this, we are setting up a virtual patient representation group so that you can have your say. We will ask the members of this representative group some questions from time to time, such as what you think about our opening times or the quality of the care or service you received. We will contact you via email and keep our surveys succinct so it shouldn’t take too much of your time.
We aim to gather around a hundred patients from as broad a spectrum as possible to get a truly representative sample. We need young people, workers, retirees, people with long term conditions and people from non-British ethnic groups.
If you are happy for us to contact you occasionally by email please click the link below to open the sign-up form and complete all the fields.
Complete the Patient Group Sign-up Form Online
If you prefer, you can download the sign up form as a pdf document, print it out, complete it and return it to the practice.
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We will be in touch shortly after we receive your form. Please note that no medical information or questions will be responded to.
Many thanks for your assistance
The information you supply us will be used lawfully, in accordance with the Data Protection Act 1998. The Data Protection Act 1998 gives you the right to know what information is held about you and sets out rules to make sure that this information is handled properly.
Minutes of PPG Meeting
20th January 2020
Present: GO’N (Co-Chair), HS, LR, SQ, KM (Co-Chair), MW, PK, RC, SW and RB (Secretary). Inattendance: Practice Site Manager and Practice Business Manager.
1. GO’N chaired the meeting and welcomed everyone. Each person introducedthemselves. Apologies were received from DR.
2. GO’N thanked the Site Manager and Business Manager for the guided tour of thenew surgery at the Ice House which preceded this meeting.
3. The notes of the meeting on 16th December 2019 were approved unanimously.
4. Matters arising not covered by other agenda items – Practice Website
4.1 Further to the action at paragraph 5.6 of the minutes of the last meeting, the SiteManager provided a handout showing the number of unique visits to the practice’s websitefor each month from February 2019 to January 2020. The numbers looked high with a totalof 150,022 visits (the practice has approximately 11,000 patients). The Site Manager willdouble-check the numbers with the website provider and ask what “unique” means in thiscontext.
Action: Site Manager
5. Practice Update - Personnel
5.1 The new IT and Compliance Manager has expressed a wish to meet the PPG whichwas welcomed by the members. It was agreed that a mutually agreeable date will be found.
Action: RB and Site Manager
5.2 The Site Manager said that information about the PPG will be included in theinduction of reception staff.
6. Practice Update - Hastings Old Town SurgeryRelocation
6.1 Relocation from Roebuck Surgery to the Ice House has been further delayed byunforeseen work by BT. Until that is completed the practice is unable to give a date for themove but is hoping it will be by the end of February. There is information in the Januaryedition of the practice’s newsletter together with reassurance that there will be minimaldisruption to clinics and overall service as the move will be carried out over a weekendwhen the practice is closed.
6.2 The Site Manager provided the early draft of an information sheet for patients aboutthe move which in its final form will have photographs of the new facilities. He invitedcomments and suggestions from the PPG. Members welcomed the initiative and thoughtthat more information about the process of nominating a pharmacy for prescriptions wouldbe helpful.
6.3 The Ice House has room for a pharmacy and the practice has engaged the services ofa consultant to help with the process of applying for a licence. It was not possible totransfer the licence from the now-closed Lloyds pharmacy in the High Street to the IceHouse and presently there is no guarantee that a pharmacy licence will be granted to thepractice for the Ice House.
7. Practice Update - Guestling SurgeryRelocation
7.1 No date has been set for the relocation of the Guestling surgery. The latestinformation for patients about the move is in the January edition of the practice’snewsletter. More information will be issued as soon as it becomes available.PPG meeting at Guestling surgery
7.2 Guestling surgery is part of the Hastings Old Town practice and the PPG representspatients of both surgeries. The intention is that some PPG meetings will be held atGuestling surgery every year. Due to lack of street lighting leading to the surgery, membersfelt it best to wait until after the clocks go forward on 29th March to have the first meetingthere this year. It was therefore agreed to have the April meeting at Guestling. Thesecretary was asked to coordinate a car sharing arrangement to help members living inHastings attend.Action: RB
8. PPG Digital Champion
8.1 RC said that with the help of the Site Manager an application for a grant of £500 hasbeen submitted to the Clinical Commissioning Group. If successful, the funding will be usedto:• run a minimum of four events (two at Guestling and two at Hastings) to promote theuse of digital tools and services in the practice;• purchase promotional materials;• provide guidance leaflets for patients; and• help with travelling expenses for the PPG’s digital champions.In addition, the CCG will make a tablet available on loan to the practice for use by thechampions and will also facilitate training for RC and RB who are our nominated champions.
8.2 RC and RB will be meeting Susie Goodbrand of NHS Digital on 29th January to discusswhat is involved in becoming a digital champion and the training that is available throughthe local library service.
8.3 GO’N reminded us that there are many patients who do not use or do not have easy accessto on-line services, and we need to pay equal attention to their needs.
9. PPG CommunicationsNoticeboards
9.1 There will be a PPG noticeboard in the waiting area at the Ice House which is on theground floor; the position of the board to be confirmed. The Site Manager will nominate amember of staff to liaise with RC (our noticeboard monitor) about PPG notices at HastingsOld Town Surgery.
9.2 The issue of a designated space for PPG notices in Guestling surgery has been raisedwith staff there and is ongoing.Action: Site Manager
PPG contributions to practice newsletter and website
9.3 GO’N, KM, RB, SQ, SW agreed to form a sub-group to draft and proof-read the PPG’scontributions to the practice’s newsletter, internal display screens, website and Facebookpages. The Business Manager said the practice may renew its website and the help of PPGmembers in checking content would be welcomed.PPG participation in practice staff meetings
9.4 PPG representatives will be invited to talk to staff about the role of the PPG. Staffmeetings are usually held across lunch time but the days are varied so that all staff have anopportunity to attend. The Site Manager will inform the PPG secretary of the dates andtimes of staff meetings and the PPG officers will prepare brief speaking notes to helpmaintain consistency of information given to staff.Action: Site Manager and PPG officers
Joint meeting with PPGs
9.5 Members welcomed a suggestion from the Business Manager that representativesfrom our practice, Warrior Square and Chruchwood PPGs should meet once or twice a year.
Action: PPG officers to liaise with the Business Manager
10. Results of 2019 Patient Survey
10.1 The Site Manager provided a handout showing anonymised responses to the ninequestions in the 2019 Patient Survey.
10.2 The main issues raised by patients concern the appointment booking system. TheSite Manager and Business Manager commented as follows:
10.2.1 The practice is looking at ways of enabling patients to use the on-line systemto book “non-doctor” appointments with the practice’s healthcare professionals, e.g.for blood tests.
10.2.2 A high number of calls in the morning is still a problem. To be able toreinstate on-line bookings for doctor appointments, the practice needs to find a wayof integrating the on-line system with the triage system so that all requests forappointments whether received on-line, by telephone or in person at reception aretreated fairly.
10.2.3 Patients are hardly ever referred to the Walk-in Centre because of lack ofappointments at our practice.
10.2.4 Our practice does not have equipment to record telephone calls to receptionfor training purposes.
10.2.5 There is a trial of on-line bookings underway at Churchwood Medical Practicewhich will inform decisions at our practice.
10.3 Eight respondents to the survey said they would like to participate in PPG meetingsand twenty-four said they would like to contribute by email. These patients’ contact detailshave not yet been passed to the PPG.
10.4 The PPG officers will look at the 2019 Patient Survey results and prepare a draftresponse and suggestions for this year’s survey to bring to the next PPG meeting.
Action: PPG officers
10.5 Members commented that there are other ways in which patients can providefeedback on performance and asked how responses to such things as the text requests fromthe surgery following appointments, the Friends and Family test, the practice’s on-line formsand waiting room suggestion box, and reviews on the NHS website1 are handled. This willbe pursued by the PPG officers in the context of new surveys for this year (see alsoparagraphs 5.3 and 5.4 of the December 2019 meeting minutes).
11. PPG Forum
11.1 It was agreed that the selection of representatives for the PPG Forum on Wednesday19th February at Sedlescombe would be dealt with outside of the meeting.12. Any other business
12.1 It was decided to take up the CCG’s offer of a presentation to the PPG at a futuremeeting instead of sending representatives to workshops on Wednesday 29th January onthe East Sussex Health and Social Care Plan and Outcomes Framework and the East SussexClinical Commissioning Groups Oversight Framework in either Polegate or Heathfield.
Action: RB to liaise with the CCG about a convenient date
13. Dates of next meetings• 17th February 2020 – Hastings Old Town surgery• 16th March 2020 – Hastings, venue to be confirmed - possible AGM• 20th April 2020 – Guestling Surgery.The chair closed the meeting at 18.40 with thanks to everyone for a productive meeting.
21st October 2019
Eleven members were present. We received an apology from the Practice BusinessManager. No one from the Practice was at the meeting.
As previously agreed, our draft constitution has now been amended to require under-18s tohave parental consent to join the PPG. The draft constitution is in a trial period so that wecan iron out any problems before it is put to a general meeting for agreement in 2020.
We noted that some amendments to the Practice’s website have been made in line withsuggestions put forward by the PPG. Progress will be kept under review.
Work is in hand on a new PPG application process which will reduce the amount of personalinformation requested from potential members. The next step is to discuss our ideas withthe Practice.
We agreed that some on-going administrative tasks that require input from the Practiceshould be dealt with outside of the monthly meetings.
In the absence of a representative from the Practice we had a general discussion about thenew triage system at Hastings Old Town Surgery. Opinions about the new system aremixed. It is unclear whether all patients know the new system is in operation. There isuncertainty about how the system works particularly in relation to appointments with thenursing and healthcare staff. We will return to this at the next meeting.
No updates were available on the relocations of Hastings Old Town Surgery and GuestlingSurgery or any other Practice matters.
We want to make better use of the PPG Facebook page set up by the Practice earlier in theyear.
Two of our members will attend the next meeting of the Hastings & Rother ClinicalCommissioning Group’s Patient Participation Forum in Bexhill on 5th November.Our next PPG face-to-face group meeting will be on 18th November 2019 at Hastings OldTown Surgery starting at 5pm.
16th September 2019
This is a summary of what happened at our PPG Face-to- Face Group meeting on 16thSeptember 2019Six members and the Practice Business Manager were present. There were two apologiesfor absence.We received an update from the Business Manager about:• the impact of the triage system on telephone calls at Hastings Old Town Surgery;
• the timing of the relocation of the Old Town Surgery from the High Street to Rock-a-Nore;
• Rother District Council’s planning approval for use of The Smuggler public house as asurgery to replace the surgery at Chapel Lane, Guestling;• future changes to the Practice’s management structure in response to the CQCinspection report; and• the issues raised at the HOTRA meeting on 12th September.We discussed:• What information we should seek from prospective PPG members to help us decidehow well our PPG reflects the Practice’s patient population;• How our co-chairs will operate – they will chair alternate meetings;• PPG publicity including the size, contents and distribution of our new PPG leaflet;• PPG information displayed in Guestling Surgery;• The Practice’s website;• Issues arising from the Hastings & Rother CCG Patient Participation Forum in August;• Upcoming events of interest to PPG members.We accepted an invitation to visit the new surgery in Rock-a-Nore Road before it opens.We agreed to:• Ask patients under the age of 18 wanting to join our PPG to provide written consentfrom their parent or guardian, and to add this to our draft constitution;• Investigate ways in which we might reach out to under-18s if they are reluctant tojoin our PPG;• Meet next on 21st October.
19th August 2019
This is a summary of what happened at our PPG Face-to- Face Group meeting on 19th August 2019Our newly re-formed PPG face-to-face group met for its first proper meeting. Seven members werepresent, there was one apology for absence, and Dr Namvar and our Deputy Practice Manager werein attendance.We received an update on developments from Dr Namvar covering: the need to find a new home for
Guestling Surgery; the relocation of Hastings Old Town Surgery (HOTS) to the Ice House in Rock-a-Nore Road; suspension of the on-line booking system for GP appointments and the new triage
system at HOTS; and two new nurse practitioners joining the Practice in September.We discussed:• The Practice’s hopes for the new PPG;• Confidentiality and declarations of interest policy;• A draft constitution;• The HOTRA meeting to be held on 12th September;• PPG publicity and notice boards in surgery waiting areas;• Whether explanations of what patients can expect from using email, Patient Access, MJogMessenger and the new triage system might be improved and how the PPG could help withthat;• The need for printed copies of the Practice’s newsletter to be available in the surgeries.We agreed to:• Meet monthly on the third Monday of each month but keep this under review;• Have some meetings at Guestling Surgery;• Trial the draft constitution for 6-months;• Send representatives from our PPG to the next Hastings & Rother CCG Patient ParticipationForum on 22nd August;• Meet next on 16th September.
23rd July 2019
This is a summary of what happened at our PPG meeting held on 23rd July 2019.Our PPG had been dormant since 2017. A group of patients interested in re-starting thegroup met with our Practice manager. A representative from the Clinical CommissioningGroup and the Chair of Beaconsfield PPG were on hand to explain and answer questionsabout how PPGs operate with face-to-face groups and virtual groups, and what we neededto do to get our PPG going again.We elected Grace and Kate to co-chair our new PPG, Ron to be acting secretary andMarjorie to look after our notice boards.We also discussed:• drafting a new constitution and agreed to start work on that;• the extent to which the CQC inspectors are interested in the PPG;• a HOTRA meeting in September which would include a session on developments atthe Hastings Old Town Surgery; and• the PPG’s involvement in the introduction of online consultations later in the year.We agreed to meet next on 19th August 2019.
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