ALL STAFF MEETING NOTES. FRIDAY 3 rd FEBRUARY pm, Health Ed Room

Transcription

1 ALL STAFF MEETING NOTES FRIDAY 3 rd FEBRUARY pm, Health Ed Room Present: Ripa, Manjit, Osman, Mike, Ruma, Somi, Mahmud, Rabia, Denise, Dimitar, Helen, Alison, Kim, Samipa, Rahim, Kate, Weini, Steve, David, Simon 1. Updates see graphs in Appendix 1 Data showed: E-consult usage is low (see graph 1). Most e-consults result in a telephone call by the GP. Action: remind patients of option of submitting e-consults. In addition: GPs reminded that if an e-consult needs auctioning promptly, they ensure they send a RED TASK, or telephone through to Reception. We cannot accept e-consults from unreg/dereg patients. Reception should call patient to explain. Online appointment bookings. (see graph 2) We are doing well compared to other local practices but the aim is for 15% of appointments to be booked this way. Phlebotomy has also been mentioned as a book online option. Action: encourage online booking Non-attenders (DNA) data for December was high (see graph 3): Action: Develop a Quality Improvement (QI) Project around this. Encourage patients to write down appointments; thank them when they cancel. Friends & Family Test & Ongoing Patient Satisfaction Survey (see graph 4 & 5). Quarter 3 data continues to show good levels of satisfaction, but we need to improve the number of surveys handed out, as currently low and NHS England monitor the number of responses. Action: push for completion of more F&F surveys Telephone Answering. We now have data taken directly from the new Telephone System to show Reception performance when answering phones. Results: Reception are answering approx calls per week (see graph 6) Data shows Monday is our busiest day for answering incoming calls. Thursday and Friday are quieter. (see graph 7) Incoming calls account for 86% of Reception s phone activity. Rest is outgoing (8%) and internal (6%) (see graph 8) During Nov/Dec 16, two thirds of calls were answered within our 30 second target. The majority of the remainder were answered between seconds. Reception were congratulated on this achievement, and encouraged to maintain or even improve to 70%. (see graph 9) Around 85 of calls each week are abandoned. This means the patient hangs up before the phone is picked up by Reception. (see graph 10) Data shows that 30% of abandoned calls were abandoned within 30 seconds (see graph 11), so it may be the patient has heard their position in the queue and decided to call back at a more convenient time. Over time we hope to reduce the number of abandoned calls. Reception also asked if calls that were accidentally cut off counted towards this figure it us thought they are. Overall the new phone system is viewed positively and having the data screen helps. The incoming ring tone is however viewed less favourably by the team! 1

2 2. Mandatory Fire Training Staff had been asked to complete their Bluestream Fire training prior to the meeting. A brief overview of the fire procedures were given at the meeting see Appendix 2. Please complete the Bluestream training if you haven t already Fire Drill A fire drill was undertaken. On the whole this progressed smoothly, but there were some action points. Emergency procedures were also rehearsed by staff Issue Some staff walked through the door with the poster saying Fire! Staff unclear about door closure First aid kit left behind Room 2 not checked Somi & baby doll had been planted. One staff member ignored the alarm. Real Emergency kit was taken out, rather than the demo version which had been left. Staff had difficulty securing the emergency ramp for wheelchairs Difficult for fire marshalls to know what to cover at short notice often different staff on duty. Annexe fire marshall Fire assembly point Action Point Remember you may not be able to use your nearest exit Always remember to close doors behind you including the fire exit door Fire marshalls to ensure taken Reception fire marshalls to ensure room is checked It is important that all staff participate if on the premises. Fire drills are mandatory In real situation, the demo version would not be in the treatment room Add a concrete slope as suggested at previous year s drill Fire drills should meet. Staff may need to be clearer about what areas they cover, and cover in event of absence. LC should be trained as fire marshall as he is now premises lead (in Faz s absence) Where possible ensure pedestrian crossing is used. Take care if visibility is poor and assisting patients. DP/SR to review alternative assembly points. Langdon Park DLR entry is a possibility but this is not within sight of the building. 2

3 APPENDIX 1 DATA GRAPH 1 GRAPH 2 GRAPH 3 3

4 4

5 GRAPH 4 LATEST SURVEY DATA (OCT TO DEC 2016) How likely are you to recommend the Practice? 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% Extremely likely Likely Neutral Unlikely Extremely unlikely Don't know GRAPH 5 Satisfaction Rates with aspects of the Practice (Oct-Dec 16) 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Fairly Satisfied Very Satisfied GRAPH 6 5

6 GRAPH 7 GRAPH 8 6

7 GRAPH 9 7

8 GRAPH 10 GRAPH 11 8

9 APPENDIX 2 Annual Fire Update & Drill 3 Feb 17 watch how quickly a fire takes hold.. =G6lLbDQcJyA 3 components of the Fire Triangle FUEL HEAT OXYGEN 9

10 Which of the following constitutes a fire hazard? 1. Glare on a PC screen. Cup of water near a keyboard. Cable across a walkway X Spot the Fire Hazards 1

11 What equipment do we have in place to prevent or stop a fires? Fire doors Designated fire exits Fire alarm points Fire exits should be kept clear at all times Signs 1

12 What processes do we have in place to prevent fires? Weekly alarm check Annual fire risk assessments Fire fighting equipment Maintenance checks of alarm & equipment Cleaning procedures, incl bin emptying PAT Testing you can do your own PAT test Chemicals locked away No smoking Designated Fire warden with daily rota Which groups of people may need particular help exiting the building? The elderly or infirm Disabled people, including deaf or partially sighted Pregnant women Children People with learning difficulties Q. What additional evacuation tools do we have? A. Wheelchair and ramp 1

13 FIRE POLICY AND PROCEDURES 1. RAISE THE ALARM by shouting FIRE, then breaking the glass of the nearest fire alarm point. The alarm is monitored by BT Redcare and will automatically be routed to the Fire Station. 2. DIAL (9) 999 ASK FOR FIRE and confirm fire at Chrisp Street Health Centre, 100 Chrisp Street, E CLOSE ALL DOORS AND WINDOWS if possible. 4. IF SAFE AND YOU HAVE BEEN TRAINED, FIGHT THE FIRE with the nearest suitable fire extinguisher. 5. EVACUATE the building by the nearest available exit, taking with you all visitors and members of the public in your 6. REPORT to the assembly point at the entry of the Poplar Boys & Girls Club, opposite the car park entrance. 7. DO NOT RE-ENTER the building until instructed by the Fire Officer, Practice Manager or other authorised person. 8. Any person unaccounted for should be reported to the responsible officer immediately. 1. CLOSE ALL DOORS AND WINDOWS if possible. 2. EVACUATE the building quickly by the nearest available exit, taking with you all visitors and members of the public 3. REPORT to the assembly point at the entry of the Poplar Boys & Girls Club. 4. DO NOT RE-ENTER the building. What we should take with us ONLY on our way out! The visitors Sign-In Book Tapes (from the large storage locker in PM s office) Defibrillator (Tosan to collect, or if unable to allocate this task to someone else) Business Continuity Plan it now has a copy of the weekly room allocations list. LASTLY PLS REVIEW THE FULL POLICY Fire Policy and Procedures - January 13