Patient Participation Group

Time: 1pm to 2pm
Location: Via Teams

1. Welcome and Introduction

The meeting commenced with brief welcomes and introductions. House rules were reiterated to ensure smooth and respectful discussions during the virtual meeting.

2. Staff Updates

• There are two new Healthcare Assistants (HCAs); one returned to work part-time after leaving in December.
• One new nurse has joined the team.
• Three new receptionists started recently; one will be leaving at the end of August due to relocation abroad.
• Two new pharmacists have joined.
• A new reception team leader will start in two weeks.
• One current receptionist has trained as a phlebotomist and is now performing blood tests.

3. Improving Access

Making It Easier to Get Through on the Phone:

The practice aims to answer 90% of calls within 10 minutes; this is sometimes achieved but improvements are ongoing. When lines are busy, patients can use the “call me back” option to avoid waiting on hold. Additional staff have been scheduled during busy periods—mornings and late afternoons, especially on Mondays and Thursdays—to reduce waiting times. The practice is reviewing telephone answer machine options to improve information delivery and patient care. Phone system performance is regularly monitored to ensure staff availability and smooth operation.

Telephone Performance & Patient Feedback:

• The team discussed patient feedback regarding phone access and outlined ongoing measures to enhance responsiveness.
• Emphasis on supporting patients to use digital tools such as the NHS App and online booking for repeat prescriptions and viewing test results.
• Promotion of digital services and support for patients less familiar with online platforms remains a priority.

Website Update Plans:

The practice is working on launching a new, updated website designed for improved accessibility and key features to better serve patients.

4. Newcombe House Update

• The project is currently at a critical 50/50 stage regarding the building’s viability due to building regulation changes that have reduced the size of consulting rooms and other spaces.
• The NHS is funding the build, but negotiations between the NHS and the developer continue because the District Valuer’s valuation is less than the developer’s asking price. The surgery is not directly involved in these negotiations.
• Meetings regarding progress have been infrequent, and the future of the project remains uncertain. If the NHS does not approve the value, the project may not proceed.
• Construction at the site is ongoing, with disruption noted, but the team remains hopeful for progress.
• Clarity on whether the move will proceed is needed soon to plan appropriately for space use. 
• Patient involvement in negotiations is limited at present; if patient support could influence the decision, the surgery would reach out for backing.
• The group discussed the challenges of dealing with developers and emphasised the need for clear, timely communication to patients as updates become available.

5. Any Other Business (AOB)

• Discussion on patient continuity with clinicians: While some patients find seeing different doctors challenging, it was noted that this allows exposure to different styles and expertise.
• Reception staff are encouraged to ask patients if they prefer to see a specific doctor for continuity, and patients can request preferred doctors via PATCHS.
• Positive feedback was shared about the surgery’s organisation, structure, and staff professionalism.
• The group expressed interest in receiving meeting notes and information in advance to prepare and contribute more effectively.
• Recruitment challenges were briefly discussed, including advertising costs and methods for both clinical and administrative roles.

Next meeting

The next PPG meeting is planned for September, with the date to be confirmed.