DISCUSSION

Patients Shahid Iqbal, MD Salim Khan and Rosa Platt all arrived at the surgery approximately 10 minutes before the meeting and were guided by our staff to the meeting room on the first floor.

Dr Nishat Ahmad, Surjit Kaur, and Dr Tahmanna Choudhury welcomed the patients to the PPG meeting. Dr Nishat Ahmad asked everyone to introduce themselves and state their role at Heathford Group Practice Coventry Road Medical Centre.

Dr Nishat Ahmad mentioned he was happy to see the patients at the surgery for the PPG meeting once again. Patients introduced themselves, followed by all the staff members.

Dr Nishat Ahmad spoke about our new telephone triage system across the three sites (Coventry Road Medical Centre, Yardley Medical Centre, Aubrey Medical Centre). Dr Nishat Ahmad mentioned how it has benefited all practices as well as patients as there are no long waiting times and patients can be reviewed by a clinician during the phone call. Dr Nishat Ahmad went on in detail on how exactly our telephone triage system works. Monday to Friday from 8:00am to 18:30. Dr Nishat Ahmad explained that he supervises each call and makes a decision on what is the best course of action for that patient, whether that be prescribing medication for that patient or booking in for an appointment at the clinic with the appropriate clinician to determine the medical need of that patient on the same day. Dr Nishat Ahmad mentioned from the benefits of the new telephone triage system, at times patients are able to telephone more than once with different issues, they are experiencing and we are able to deal with patient query on the spot. Dr Nishat Ahmad also mentioned that from the benefits of the new telephone triage system, we have far more appointment slots available then at any time before, as we are able to do deal with the patients through the telephone triage system more efficiently. Dr Nishat Ahmad also explained that thanks to the new telephone triage system, it is much easier to filter medical conditions, which require a clinic appointment from paperwork and non-NHS work. 

All patients present agreed that the new triage system is very helpful. They state the system is easy to follow, and enables them to receive efficient review by a clinician in a quick manner. Rosa stated this is exactly what the patients needed. Praise went out to sufficient appointments and support during triage.

Rosa and Terrance gave feedback, that sometimes when they request medication, and go to the pharmacy, they find out at the point of attending the pharmacy that we have not been able to process their medication request. This has happened on multiple occasions and were asking for a call from the practice when a medication is not accepted.

Solution proposed: text messages to be sent by admin via Accurex

Changes in NHS that happened since we last met:

New triage system discussed (please see above)

Any other business

In August there will be a new software system introduced – Accurx

Accurx will be an online system, patients will click on a link (will be on our website, NHS app & will be relayed in our telephone message), they will then be able to choose from 4 different sections:

1.       Triage – for medical queries or appointment requests

2.       Admin Queries – for things like sick notes, forms, or general questions

3.       Self-Help – access guidance and information for common conditions

4.       Advice and Further Guidance – for non-urgent medical support

Requests will take 48hours to be answered. Patients can use Accurx instead of calling/attending the surgery if they would prefer. Telephone triage will still be available. Accurx will be good as this means that patients will not have to call or come into the GP surgery if they just want to ask an admin query, they will just be able to put their request in online and then wait for our response.

Self-help / self-referral function discussed with patients, an explanation was provided what these services might be and how to use them.

Rosa informed us one of our lines doesn’t put patients in a queue, and when you are on this line the phone is not answered.

Solution: this will be investigated by Surjit

There were no further issues raised and the meeting ended at 13:00 pm. 

Surjit Kaur (Practice Manager), Dr Nishat Ahmed, and Dr Tahmanna Choudhury thanked patients for attending and for giving their time which was very much appreciated.

Next meeting : TBC