Patient Participation Group Meeting
30 September 2021
- Welcome and introductions
- Role of PPG – see Health watch summary below.
- Overview of the last 18 months working under Covid restrictions
- Patient survey 2021
- Getting through to the GP practice by phone
- Finding our receptionist helpful
- Satisfaction with GP appointment times
- Speaking to a preferred GP
- Being offered a choice of appointments
- Satisfaction with the appointment being offered
- Support from local services and organisations to help manage long term conditions
- Agree action plan
- Staffing updates
- Social media
- Automated appointment booking
- Primary Care Networks and shared staff
- Next meeting
|Date to feedback
|Flu vaccines delayed and not communicated. Patient called in and told no appointments then received text 2 days later.
|Put messages onto telephone recording ie if you are ringing about the flu vaccine please be aware that delivery has been delayed….Website was updated to give this message.
|Telephone – long wait on hold
|Put telephone calls stats onto website. Raise awareness via website and newsletter of busy times. Work towards policy that non appointment calls are answered outside of busy periods.
|Anne and Dr Wasan
|Patients calling asking practice to chase hospital appointments on their behalf.
|Communicate with patients via telephone message that they are to phone hospitals directly. Put message onto website
|Feeling that reception staff are less empathetic and understanding over recent period.
|Whole practice meeting on 7 October 21. To discuss. Ongoing patient service training and development plans
|Anne and Dr Wasan
|Local community services and charitable services are not widely communicated.
|Work with Social Prescriber and update website with information for patients. Practice staff to be aware of where they can signpost patients to.
|Role of nursing and HCA staff unclear
|Update via newsletter role of Nurse and HCA’s and what they do within GP practice and what is outside their remit.
Purpose of a PPG:
- To give patients and practice staff the opportunity to meet and
discuss topics of mutual interest.
- To provide a means for patients to become more involved and make
suggestions about the healthcare services they receive.
- To explore issues from patient complaints and patient surveys,
contribute to actions plans and help monitor improvements.
- To contribute feedback to the practice on National Patient Survey
results and Friends and Family Test feedback to propose
developments or change.
- To support health awareness and patient education.