Patient Participation Group (PPG)

Patient Participation Group (PPG) Minutes

Date: 03/09/2025
Time: 6pm
Venue: Ivry Street Medical Practice

Present

• Penny Ashbee    Meeting Chair & PPG Representative
• Dr Farnaz Azvine    GP Partner
• Dawn Harrison    PCN Manager
• Janet Alderton     Executive Assistant
• Brian Wilks    PPG Representative
• Cliff Oakley    PPG Representative
• Colin Girling    PPG Representative
• Emily Bosley    PPG Representative
• Ian Freeston    PPG Representative
• Jacqueline Fletcher    PPG Representative
• Julia Howard-Griffin    PPG Representative
• Maria Riddle    PPG Representative
• Patricia Gondris    PPG Representative
• Peter Ledger    PPG Representative
• Phyllis Bathgate    PPG Representative
• Richard Howard-Griffin    PPG Representative
• Tracey Dockery     PPG Representative

Apologies:

• Jannine Fage    Practice Manager 
• Jonathan Jenkyn    PPG Representative
• Rhea Williams    PPG Representative
• Caroline Tanner    PPG Representative
• Edwina Ashbee    PPG Representative

1.1        Apologies

Apologies were noted as above.

1.2    Introduction

The Chair welcomed attendees to the first meeting of the Patient Participation Group (PPG). Participants introduced themselves and shared a brief background. The purpose of the PPG was outlined: to provide a platform for patients and the practice to work collaboratively on improving services and communication

1.3    Minutes of the last meeting 04/06/25

No minutes were taken during the previous meeting, as it served as an initial setup discussion

1.4    Action log 

The Chair noted that the meeting held on 04/06/25 was a setup meeting, and therefore no formal action log was recorded

2.    Resignation 

The group was informed that a resignation has been received from Ann Swain. The Chair acknowledged her contribution to the PPG and extended thanks on behalf of the group for her involvement and support

3    PPG Open Discussion Points

The following topics were raised for open discussion among the Patient Participation Group, with the aim of gathering feedback and identifying potential areas for improvement:

1.    Service Standards

• Are the current levels of service considered acceptable by patients?

2.    Access to Services

• Are there any concerns regarding access (clarified as eg.appointment availability, physical access, communication)?

3.    Premises and Facilities

• Do patients feel the building meets an acceptable standard, cleanliness, comfort, and accessibility?

4.    Waiting Room Environment

• Do the waiting rooms provide sufficient and relevant information?
• Are the waiting rooms appropriately laid out to accommodate the needs of all patients, including those with mobility issues or other specific needs?

5.    Appointments and Waiting Times

• How do patients feel about the length of time they wait for appointments?

6.    Patient Involvement

• Do patients feel adequately involved in decisions about their care?

7.    Digital Access

• Is the practice website user-friendly and easy to navigate?

8.    Service Integration Opportunities

• Are there any external services (e.g. counselling, physiotherapy) that could be considered for integration within the practice if space allows?

PPG members raised the following concerns/suggestions:

• Telephone Queues: The telephone system can experience high call volumes resulting in waiting times and whilst waiting in the queue the call can be dropped.  It was acknowledged that telephone systems have limitations.  The practice’s newly implemented telephone system includes a call back feature, allowing patients to avoid waiting on hold in the queue.  
• Booking of On-the-Day Appointments: Clarification raised on the process for securing urgent same-day appointments.  The patient identifies the need for an urgent appointment; in cases such as chest pain, established protocols are followed to ensure immediate and appropriate care.  
• Routine and Future Appointments: Guidance was provided on how to book both routine check-ups and future appointments efficiently.
• Access to Preferred GP: Procedures for requesting appointments with a preferred GP were discussed to manage patient expectations.
• Disabled Access: The facility offers disabled access; however, improvements such as clearer signage was suggested
• Hearing Loop: The availability of a hearing loop system for patients with hearing impairments was suggested
• Lift Location: It was noted that the lift is somewhat discreetly located, which may cause difficulties for some patients.
• Queues at Reception Desk: feedback highlighted queues forming at the reception desk during peak times, especially when the check-in screen is out-of-action.  A suggestion was made to display how many patients before you on the check-in screen; this does show but also includes telephone appointments.  A recently established second workstation at the front desk, staffed by an additional receptionist will help to reduce queues at busy times
• Meeting Room for Young Mothers: The possibility of offering a dedicated meeting room for young mothers was suggested.  Unfortunately, this is not a GP contracted service and we are very short of space.  Plans are underway for future building work, potentially to include the addition of a meeting room, this is something that we can look at in the future if space allows.  A dedicated women's health clinic has been set up
• Prescription Ordering: The surgery are unable to take repeat prescription requests over the phone.  It was raised there is the option of making the request via a Pharmacy.  A step-by-step guide on ordering prescriptions was suggested
• Appointment Booking Options Handout: A leaflet detailing the various ways to make an appointment was suggested
• Practice website:  It was noted that clinicians’ photographs are not currently displayed on the website or on an identification board within the practice. Agreed at the Practice Meeting to keep as it is for security reasons. 
• Waiting Room:  The posters could benefit from a more dynamic and attractive design.  There is a requirement for certain posters to be displayed and laminated for infection control purposes.  Following painting and decorating new notice boards are in place and the practice are in the process of updating the posters

Actions:

• Disabled access signage to be reviewed/updated.
• Hearing loop to be looked into.
• Lift location signage to be installed/updated.
• Leaflet on how to order repeat prescriptions PPG.
• Leaflet on ways to make an appointment.

4    Confidentiality, Code of Conduct & CQC Standards

Confidentiality Paperwork

• Importance of maintaining confidentiality in line with practice policies was discussed.
• PPG reminded to adhere to confidentiality protocols.
• Relevant confidentiality guidelines paperwork reviewed.

Code of Conduct

• Practice’s Code of Conduct reviewed and reinforced.

CQC Requirements

• Updates on compliance with CQC regulations shared.
• Documentation relating to confidentiality and code of conduct confirmed to meet CQC standards.

Actions:

• Ensure all members have signed and acknowledged the confidentiality agreement.
• Distribute updated Code of Conduct documents to all members.
• Review and file all relevant paperwork to maintain CQC compliance.

5    Winter vaccinations

• The practice will be open on Saturday, October 11, 2025, for pre-scheduled appointments. An offer was made to help direct traffic.  Alternative appointment dates will be available during regular business hours.

6    NHS 10 Year Plan 

• An overview of the NHS 10-Year Plan was shared with the PPG. A summary of the transformation plan is available online for further reference

7    Future Meetings 

Chairing responsibilities for future meetings were discussed. Emily Bosley was confirmed as Chair for the next meeting.

Actions: 

• Meetings are scheduled quarterly for the first Wednesday of the Month

8    Waiting room seating

A request for raised chairs in the waiting rooms was made, along with disabled signage above

Actions: 

• Chair risers and signage to be sourced 

9    Appointment priority

It was clarified that PPG membership does not provide priority access to appointments. Members were reminded that staff personal mailboxes are not monitored daily. To ensure timely handling of appointment requests, all such queries should be directed through the standard booking channels.

10    Physician Associates

PPG members requested an update: The practice has a well-established policy of supervision of PA colleagues, both of whom are experienced and were trained by the practice and the GP team is confident in their abilities, safety and clinical acumen.  We are a traditional training practice.  Reception have long been instructed to make it clear that patients are being offered an appointment with a Physician Associate and can choose to see a different clinician if they would prefer.  NHS England has been clear that the LENG Review contains recommendations for organisations to consider rather than directives for implementation.  The outcome of a Judicial Review is awaited.

11    Any other business 

• No other business was raised 

12    Date, Time & venue of the next meeting

Date:    03/12/25
Time:   6pm
Venue: Ivry Street Medical Practice