PPG Meeting Summary – 15/08/24

• Care Navigator is here to stay. Some members were of the view that patients would not connect the care navigator as being a receptionist.
• Improving patient experience re booking appointments is to be discussed at the next meeting with the surgery. One member referred to recent telephone contact with the surgery, she was 17 in the queue then after a few minutes was No.1 but was then held in the queue for some time thereafter 
• PPG visibility in the Surgery – The surgery is more than happy for members to attend to speak to patients re their experience with the surgery. Concerns were raised as to how members would approach patients. Confidentiality was a concern in respect of what patients may wish to divulge. Would the approach to patients be specific or generic. Some members felt that possibly Faye the HWN engagement officer could assist with some training
  • Judith S suggested to the group that seeking feedback is an onerous task as not every patient will be prepared to give feedback
  • Faye suggested that once we had determined the date for our attendance at the surgery, she would try to make herself available 30 minutes before to provide reassurance/training.

Car Parking – It was noted that the surgery is leaving notes on vehicles that should not be in the car park. Issue to be deferred until refurb

Refurbishment to be deferred until specific date agreed

Missed appointments- Would it be useful for members to understand the % of patients not attending in relation to those that do. Would the extra task for the surgery to provide the info be worthwhile. Non attendance had reduced from 167 the previous month to 133 for July 2024. As we publish the minutes on Facebook and the surgery website Jean w felt that we should continue to include missed appointments

Newsletter- Laurie M has agreed that he will attempt to produce a September newsletter. It was confirmed that there are currently 2 managing partners as Dr Foster has left the practice

Rob advised the group that he had agreed to chair the group on a temporary basis so he asked if anyone would wish to take on the chair on a more permanent basis. No one volunteered so Rob agreed to continue in the role.

Some members of the group expressed frustration that patients failing to attend appointments did not suffer a sanction. 

• GP -21 
• Nurse/ Nurse Practitioner – 78
• Healthcare Assistant – 34 

Rob S-B informed the group that the surgery had suggested that when we attend the surgery we discuss with the patients the benefits of the NHS App in an endeavour to cut down waiting at reception. Some members are not technically minded so would find this approach difficult.

The NHS App does not show future appointments at the surgery. A self referral to a physiotherapist can only be made via Airmid. Having to provide photo ID would prevent some patients from registering. An alternative to photo ID is to register with a patients Systemonline login details then the patient can contact the surgery for a PIN No. to complete the registration.

Laurie M had obtained a newsletter from Fakenham surgery who offer workshops twice per week with a Digital Transformation member of staff.  The benefits of the NHS App are: 

• Access to GP Records
• Access to Test Results
• Order Repeat Prescriptions
• Manage Prescriptions 
• Upcoming Appointments at hospitals 

Laurie M had circulated the Fakenham Surgery Newsletter to members which focussed mainly on a campaign message from the BMA regarding the GP’s dispute over the funding from the government. Orchard Surgery had also shared a similar post with patients on the Facebook page. 

GP’s will only see 25 patients per day as it is deemed to be a safe number. The surgery has been given a 2% uplift on funding but this cannot be used to pay for staffing.

A concern was raised as the Orchard Surgery post suggested that patients should contact the PPG so that we as members could get involved in supporting the dispute. It was pointed out that before the PPG were included in the BMA message, the message should have been communicated to the PPG first.

The group will always listen to patients concerns if they are failing to secure appointments, or any concerns patients may endure as a result of the dispute but we will not as a group be involved in the dispute.