ambulances etc. It was agreed this would be excellent information to be shared with patients. Completed pack to be brought to the next meeting for review. 3.3 GP practice PMs advised there is not capacity to release a PMs to check CR’s availability Representation at GP to attend the meetings. This also applies to and invite to future meetings the administration team who organisationally meetings. are a very ‘lean’ workforce. SE advised Claire Ripper, HOS for Primary Care Services, who established members had met in the past, may be available to attend in the future. 3.4 Complaints Members would like an awareness of concerns SE to arrange for information received by practices to enable them to have an to be available for the next idea of trends and themes of concerns raised meeting. giving them the opportunity to offer suggestions for solutions. Managers are happy to supply an overview of concerns that have been raised by patients in an anonymous format in areas members could help with solutions. Managers would not be able to share formal individual complaints. CW advised the members had discussed there Members to organise to being no consistency in the practices for attend sites to review waiting complaints. Following discussion it was evident areas and location of there was confusion around the formal complaints boxes. complaints procedure, which is uniformed in all practices, and the capture of concerns, suggestions and compliments in practices. Newington and The Quays have colour coded cards to capture information which the patient members representing those practices felt would put people off completing. It was also felt the boxes left for patients to leave completed forms in practices was not ideal and set in a good area of the waiting rooms. 3.5 TC discussed easy to read materials. It was felt of that some documents are full of abbreviations abbreviations and acronyms. Hull CCG newsletter was used as an example, ‘My City, My Health, My Care’ As this is a newsletter produced by Hull CCG and
3.3 GP practice Representation at meetings 3.4 Complaints 3.5 of abbreviations ambulances etc. It was agreed this would be excellent information to be shared with patients. Completed pack to be brought to the next meeting for review. PMs advised there is not capacity to release a GP to attend the meetings. This also applies to the administration team who organisationally are a very ‘lean’ workforce. SE advised Claire Ripper, HOS for Primary Care Services, who established members had met in the past, may be available to attend in the future. Members would like an awareness of concerns received by practices to enable them to have an idea of trends and themes of concerns raised giving them the opportunity to offer suggestions for solutions. Managers are happy to supply an overview of concerns that have been raised by patients in an anonymous format in areas members could help with solutions. Managers would not be able to share formal individual complaints. CW advised the members had discussed there being no consistency in the practices for complaints. Following discussion it was evident there was confusion around the formal complaints procedure, which is uniformed in all practices, and the capture of concerns, suggestions and compliments in practices. Newington and The Quays have colour coded cards to capture information which the patient members representing those practices felt would put people off completing. It was also felt the boxes left for patients to leave completed forms in practices was not ideal and set in a good area of the waiting rooms. TC discussed easy to read materials. It was felt that some documents are full of abbreviations and acronyms. Hull CCG newsletter was used as an example, ‘My City, My Health, My Care’ As this is a newsletter produced by Hull CCG and PMs to check CR’s availability and invite to future meetings. SE to arrange for information to be available for the next meeting. Members to organise to attend sites to review waiting areas and location of complaints boxes.