Welcome and Introductions

First meeting under new Chair. Opportunity to introduce the team and for Rouba Sayed to give a presentation on Digital Inclusion

The role of the PPG

Martin Bould introduced as former Chair. He said that there were normally 8-15 people on the PPG and that it was a patient voice. It was also used as a way of presenting changes in the practice and from central government

AMT agreed that the PPG gave patients a voice and a way of highlighting the needs of the group. Important role in digital inclusion

CB said that the PPG was a way of giving feedback. It could also be used for fundraising, such as a cake stall in the medical centre in aid of the homeless. It was not for giving medical advice or personal or medical related information

CCW mentioned a previous digital inclusion meeting held in a local church hall due to high turnout. A way of helping patients get online and doing surveys. It is good for the practice to hear from patients what isn’t clear and should be a genuine partnership

AMT thought it was also good to present the context in which GPs are working, such as building issues from leaking roof or lack of consultation rooms

Previous Surveys

NP asked MB about previous surveys. The last survey was pre-covid and was a bespoke survey. This was done both online and with volunteers asking for patients to complete the surveys inthe waiting room. 5% (of c8000) patients were covered through this means. MB thought that the % of surveys completed was very good compared to other similar surveys. Other surveys included Friend & Family, Shared Decision Making, or IPSOS/Mori.

NP asked if now would be a good time to conduct another patient survey as the last one was pre-covid. General agreement that this would be a good idea.

Social Prescriber

Acted as a helping hand through leaflets, signposting services and talking to patients in reception. Worked with patient volunteers. Co-ordinating digital inclusion workshops with RS to be help fortnightly in the practice and then on a regular but less frequent basis

Rouba Sayed’s Presentation

RB had been in the post for one year (the role was new). She explained that she helped Camden residents set up devices, went through online security and other skills, explore the online world, and signpost LB of Camden’s services

She could offer drop-in sessions at GP practices; tailored workshops eg on cyber security; and flexible venue options, such as the Camden Health Bus that collaborates with local community organisation and can give digital help

The team helps residents set up emails, NHS accounts, download the NHS App, and organises events

The team is able to loan SIM cards for those without internet access at home

They only work with adults 18+ but are starting conversations with schools and want to get involved with younger audiences

Questions arising from presentation

MB asked about the SIM cards and how many residents had issues with digital services

RS said it was difficult to know how many

MB said that roughly half the patients had done the last survey online and that 93% of PHMC had a device at that date. It was thought that this was above the Camden average of around 85%

RS explained that allow most people had a phone (and usually a smart phone) but they were sometimes used as ordinary phones for phone calls and texts but not using the internet or apps

CB said that she had only encountered 2-3 patients so far without a device. She signposted patients to library for internet access

CF asked about help with language barriers and translating.

RS said that they tried to have the relevant translators if going to a specific community

HA said that she was having issues with accessing help from Camden with her flat. CB said that she would talk to her separately and try and help offline.

RS said that her team could offer help but not do home visits. She would find the right person to help in Camden and would let HA know

Michael asked whether the practice could host digital inclusion drop-ins

CCW explained that CB was already setting this up. The digital inclusion workshops will start next week

NHS APP: how user-friendly is it?

J patient said he has PhD level digital experience but the App was not straightforward and there was no point in having one if it wasn’t user-friendly

CCW explained that GPs have very little influence on the NHS App worked or in giving feedback

JG, NP, MB all said that there were issues with the repeat prescription function on the app. One of these was that the App only gave ‘Waiting for Approval’ or ‘Approved’ but not ready for collection or any other information

CCW thought it might be possible to send a text reminder. This would be time-consuming

NP said that there were problems between the Cloud and the App and that the Pharmacy was advising people to call in for prescriptions rather than use the App. PHMP has been advising patients to use the App!

CCW will try to find out how to give feedback

JG asked if RS could give feedback to the App developers

CCW asked if RS was involved with NHS Digital. RS said she wasn’t but was involved with a London area digital inclusion service [did not catch name of this]

Pharmacist from EICO pharmacy dropped in briefly and agreed that there were problems with the prescription request function on the App

MS said that logging in through the NHS website less problematic than through the App

PHMC website and ACCURX texting service

AMT asked for feedback on the website, which had recently been updated and they had worked hard to make it clear and easy to use

NP said there were problems with the test results section and the results did not come through with an explanation and so were not very helpful.

CCW said that comments should be added to results

CCW asked for feedback on the ACCURX texting service for online consultations. Explained that some practices were going over to nearly 100% digital services. PHMC has issues with this but they were being encouraged along that route

JG said that Accurx and 111 took too long and asked too many questions, which often weren’t relevant. Needs shortcut options

Date of Next Meeting

To be confirmed