Welcome to our Patient Participation Group meeting

1. Welcome to our Patient Participation Group meeting

2. Our task for today….. • To find out what you think about the practice, the services we offer and how they are delivered. • To understand whether you feel changes are needed, where and of what type. • Be clear on what you think we should be striving to achieve. • Then to work out what you would like done to make that a reality.

3. Why are we asking you to help us? • The Partners and staff at this practice want to know what their patients think of the practice and its services • We are about to register with the Care Quality Commission, they too will be asking you what you think of your surgery • The new Clinical Commissioning Group – the new body that will take over from the Primary Care Trust, want to be sure services that are provided by surgeries across the city – hit the spot & give you what you need.

4. CQC standards • These are standards applied to surgeries, hospitals, dental surgeries, nursing/residential homes. Once registered, the surgery needs to show it is • Treating people with respect and involving them in their care • Providing care, treatment and support that meets people’s needs • Caring for people safely and protecting them from harm • Staffing – have enough of the right staff with appropriate proven skills • Management – are managing and monitoring care provided at your establishment

5. Why regulate? • People can expect services to meet essential standards of quality, protect their safety and respect their dignity and rights, wherever care is provided, wherever they live • People have a right to choice and to know that providers are held accountable • Registration with the CQC is the first part of regulation

6. CQC • People should be treated with respect, involved in discussions about their care and treatment. They should be able to influence how the service is run This means you should be given all the options & they should be explained. So you can make an informed decision and select your preference. People who lack capacity to make decisions, their chosen advocate should be included in discussions to support them make decisions. Meetings such as this help you influence how services are run. • Before people are given any examination, care, treatment or support, they should be asked if they agree to it. You are asked whether you agree to something before it is done to you, given to you. Sometimes that might be in writing for a minor surgical procedure for example.

7. People should get safe and appropriate care that meets their needs and supports their rights. Checks are made to ensure care & services provided at the surgery are safe. That your health and care are reviewed to ensure that any care plan in place, continues to be right and appropriate for you. • People should get safe and co-ordinated care when they move between different services. If you are referred for care by other services, that you know this is happening and agree to it. That the surgery refers you appropriately, giving the new team all the information they may need to care for you appropriately. • People should be cared for in a clean environment and protected from the risk of infection. We need to keep the surgery clean and tidy. That clinical processes we do are reviewed to ensure they maintain highest standards of cleanliness and do not put anyone at any risk. • Food and drink should meet people’s individual dietary needs. We don’t provide food or drink on site, but clinicians need to know this requirement exists.

8. People should be safe from harm from unsafe or unsuitable equipment. This relates to our premises, we need to ensure they are safe and fit for use. • People should be cared for by staff who are properly qualified and able to do their job. We have to check the qualifications of clinical staff who give you care and ensure they remain suitably skilled to treat you. • There should be enough members of staff to keep people safe and meet their health and welfare needs. Ensure there are adequate staff to meet, greet and treat you. • People should be given the medicines they need when they need them, in a safe way. Make sure you get the right medicine, that it is safe taking in consideration any allergies or adverse reactions.

9. Staff should be properly trained and supervised, and have the change to develop and improve their skills. That the staff who treat you are trained to carry out their roles, making training available to develop their skills – when required. • The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care. Collect the views of those receiving services (such as our meeting today) to find out what think about the care and services given by the practice. • People should have their complaints listened to and acted on properly. Patients should know how to complain, be assured that complaints will be investigated, acted upon and lessons learned.

10. People’s personal records, including medical records, should be accurate and kept safe and confidential. That details of your care are kept up to date in your medical record. That your medical information is kept secure, however it is held, electronically or in paper form. That means staff protecting their passwords, keeping information out of sight, keeping the building secure. Checking that you agree to release of information should an insurance company or solicitor ask to see your records. If you had to measure us against these benchmarks, how do you think we are doing?

11. Let’s look at the results of our practice survey Did any of these results surprise you? What did you think of them?

12. How are we doing with today’s task? • Have we identified anything that you feel should be changed? • Are we clear on what you would like the change to be? • Do we have some options that we could put forward to other patients registered with the practice?

13. Thank you! For coming to this meeting, for offering to help. It’s appreciated!