Agenda item

To view the presentation of the Neaman Practice Manager following the improvement plan.

The Committee viewed a presentation updating Members on the Neaman Practice following its improvement plan, noting in particular the following:

-       The overseeing by the Regional Digital First teams (NEL) of a distinct process aimed at identifying practices on analogue telephony systems, with funding allocated to facilitate: i) the buyout of existing contracts if necessary, ii) the procurement of digital/cloud-based telephony licenses, and iii) local implementation support;

-       The introduction of tools to facilitate the transition to Modern General Practice (MGP);

-       Staff training and local improvement support;

-       Means of communication with patients;

-       The consideration of a plan for offering an outcome to patients at first point of contact with a practice via

•       Options for patients to have needs assets via an online consultation through the practice website or using e-Consult,

•       Re-structured appointment system,

•       Fulfilment of contractual obligation by achieving prospective record access for patients, which became active on October 25, 2023 allowing all patients with consent, who have signed up for online access, to remotely review their records,

•       Recognition of significance of participating in the PCN Improvement Leads programme, and

•       Working with the national Digital & Transformation Leads development programme team to receive extended support over a twelve-month period to include action learning set sessions, individual Quality Improvement (QI) coaching sessions, and guidance towards signposting to other learning opportunities such as webinars.

Members asked for more information on performance, measuring and KPIs, and on how issues and concerns were gathered.  The meeting heard that patient feedback was gathered via Patient Participation Groups and feedback forms and that some issues related to patient triage and how patients were signposted to the right support, and that day-to-day capacity was monitored.  Members heard that data was benchmarked against other local practices.

A Member asked whether any GPs had special interests – the meeting heard that a GP partner specialised in dermatology and ran a skin clinic once a week that is bookable through Reception or by referral.

Members asked what was being offered to carers and whether carers were given any priority. The meeting heard that all carers were noted and monitored and that carers were always prioritised and that primary carer health was the subject of a neighbouring pilot scheme that was being examined for implementation.  

A Member asked how effective were the social prescribers. The meeting heard that these sessions were held once a week and patients were usually referred to attend 30-minute social prescriber sessions (three for the practice as the social prescriber was shared among 5 practices).  Members commented that three sessions for the practice appeared limited.

A Member asked what three benefits would be noticed following the plan: the meeting heard that the practice was recognised and appreciated for its diverse and welcoming team, the efficiency of the clinical team, and the good relationship with patients as evidenced by feedback.

A Member asked for further clarification on the practice’s interaction with the 111 service, and whether there appeared to be patients using the 111 service if they were unable to access GP services. The meeting noted that the practice was integrated into the 111 system, and that patients were not signposted by the practice to the 111 service.

A Member sought reassurance that the practice put patients at the heart of decision-making at the practice. 

The meeting noted that performance data would be provided in advance of attendance at a future meeting.