Patient Participation Group (PPG)

Present:

• Emily Bosley — Meeting Chair & PPG Representative
• Jannine Fage — Practice Manager
• Janet Alderton — Executive Assistant
• Brian Wilks — PPG Representative
• Maria Riddle — PPG Representative
• Rhea Williams — PPG Representative
• Jonathan Jenkyn — PPG Representative
• Cliff Oakley — PPG Representative

Apologies:

• Dr Farnaz Azvine — GP Partner
• Penny Ashbee — PPG Representative
• Colin Girling — PPG Representative
• Jacquline Fletcher — PPG Representative
• Caroline Tanner — PPG Representative
• Ian Freeston — PPG Representative
• Richard Howard-Griffin — PPG Representative
• Dr Julia Howard-Griffin — PPG Representative
• Dr Peter Mills — PPG Representative
• Edwina Ashbee — PPG Representative
• Patrician Gondris — PPG Representative
• Peter Ledger — PPG Representative
• Tracey Dockery — PPG Representative
• Phyliss Bathgate — PPG Representative

Building works update

Building works are commencing as can be seen by the scaffolding that has been set in place at the rear of the building. The works are expected to last for 12-14 weeks taking us to the end of March / beginning of April 2026. During this time there will be disruption to the car park, with limited spaces. The work will comprise of the fitting of 56 solar panels to the rear of the roof, and full refurbishment works in the basement area. Plans of the building works will be on display in the reception area.

Action point: PPG member J Jenkyn has asked to have information on the number of batteries that will be used for storage, the KW hours they are expected to produce and the ROI date.

GP contract changes – what this means for patients

As of the 1st October 2025, NHSE have brought in contractual changes that means that every GP surgery are expected to keep their online access open between core hours (Monday – Friday 0800-1830). The aim is that patients who do not have an immediate need to see a GP will complete an eConsult online, which must be reviewed and triaged by a clinician during the same working day. The triaging clinician will provide first step communication to the patient, advising either of clinician advice and guidance, a prescription to be raised, signposting to other organisations where appropriate, or will advise that a member of our reception team will be in contact to book an appointment. Appointments will be booked in accordance with the triage decision – this may be on the day, later this week or routine – it should be noted that routine appointments can be up to 2 weeks waiting period.

This change has a direct impact on 3 departments within the surgery; Our admin team who do the first 'soft' triage, to determine if a request needs to be dealt with by a clinician. A clinician who has been freed for the day to complete online triage requests, and reception staff members who now have extra task workload that come from the triaging clinician.

In order to accommodate the contractual changes, it will decrease on the day availability for patients to be seen, and does mean that more patients will be asked to submit their query online.

Ivry Street remain not in favour of this new approach, and have raised concerns around safety due to the number of clinical contacts a GP must now complete in the course of their day. We also recognise that our patient demographic means we have more patients who will not be comfortable or confident to complete an online submission. Our reception team will assist where possible.

This remains a work in progress whilst we try various options to meet the new contractual requirements at the same time as maintaining a safe and effective service for our patients. We ask that patients bear with us whilst we navigate the changes.

Discussion: Member Rhea Williams has pressed the point that our patient numbers should be displayed in the waiting rooms, along with information on how we book patient appointments to allow patients to have a better understanding. It was discussed that we may be able to obtain data from the PCN pilot programme, and the monthly reporting we use in our weekly MDT meetings.

PPG member Jonathan Jenkyn discussed if there would be value or merit in partnering with a local taxi firm, so that patients could obtain a cheaper taxi fare during the building works – thus freeing space in the car park.

A question was asked around the solar panels, and if we could obtain the data on the number of batteries that will be in use for the storage and how much KW per hour the panels are expected to produce, along with a timeline for the ROI.

An open discussion was held on the ease of patients navigating our website, particularly if more are going to be directed that way to complete eConsults. It was reported that some PPG members and their family already face difficulties in navigating the site and don't find it user friendly. PPG member Jonathan Jenkyn and Cliff Oakley have agreed to put our website to the test from a patient perspective and report the findings back to Jannine who can then raise with our website developers.

Action point. JF will look to run appropriate data that can be shared with our patients – number of patients registered / demographics etc

Action point. EB will look to see what communications are already available around appointments and patient self-help

JF will contact the ICB communications team to see if they can put together a simple to follow 'how to' for the various methods available.

JF will contact local taxi firms regarding a short-term partnership agreement

JF will obtain solar panel specific data as discussed

PPG members to fully test our website and report findings back to Practice Manager