Patient Participation Group

Meeting Notes August 2025

Name and Role	Initials
Faraz Ali - Practice Manager	FA
Fatima Mutakabbir - Administrator	SR
Deonilde D'assuncao - Patient	DD
Ali Bachache - Patient	AB
Iyad Najdi - Patient	IN
Ayshe Dzhihan - Patient	AD
Mildred Mushonga - Patient	MM
Frances Haggett - Patient	FH
Mealania Astolfi - Patient	MA
William Robertson - Patient	WR
Ellen O’Shea - Patient	EO
Deborah Fiamberti - Patient	DF
Gillian Boland - Patient	GB
Ezzat Fahmy - Patient	EF

The PPG meeting is not a forum for individual complaints and personal issues
Silence indicates agreement – speak up if you would like your suggestions to be a part of the discussion!
Open and honest communication applies to all
All views are valid and will be listened to
Be flexible, listen, ask for help and support each other
No phones or other disruptions
Respect the practice and patient confidentiality at all times
Discrimination on any grounds will not be tolerated
Demonstrate a commitment to delivering results as a group
Start and finish meetings on time and stick to the agenda

Patients and staff introduced themselves and how long they have been with the practice
FA explained the purpose and ground rules of the PPG for all to adhere to
Discussed availability of appointments and approximate waiting times
Discussed the availability of appointments at St Charles if needed
Discussed online services offered by the Practice and NHS
Discussed process of moving to be fully digital which will open more space at the practice
Explained survey results for the GP in comparison both locally and nationally
Explained blood test policy at practice – with Paediatrics clarified if at practice or hospital
Discussed the need to maintain bathroom hygiene and possible solutions for its upkeep
Offered Statistics for DNAs (as requested from previous meeting)

Clarified that Dr Said has left the Practice, and no longer offers clinic
Explained that many new GPs will be joining us in the coming months and their schedules
Explained the staff Rota for the clinical team with days available
Discussed Prescribing Pharmacist team – services offered for patients; with lead clinician Ali K
Clarification of roles for Nurse and HCA with increased appointment durations
Discussed roles and responsibility of Admin team and Management Team
Explained changes in medical reports team with senior admin staff taking over
Explained additional staff present for services like FCP and MCMW

Clarified that opening times are: Monday to Friday from 8am to 6:30pm and Saturday from 9am to 1pm
Clarified availability of blood tests due to collection times
Explained available to contact by in-person, phone, emails and online apps – all monitored

Explained that if a patient DNA, they will receive a call asking for a reason
If a patient DNAs 3 Doctor appointments in 6 months, they will be contacted for support
If they continue to DNA appointments, their case will be reviewed and possible deductions
Explained appointment reminders are sent the day prior to appointment to minimise DNAs
If any confusion for any appointments, advised to call the practice to clarify

July 2025: A total of 207 DNA Appointments, which wasted 48 hours of clinical time
June 2025: A total of 241 DNA Appointments, which wasted 52 hours of clinical time
May 2025: A total of 187 DNA Appointments, which wasted 41 hours of clinical time

Highlighted the versatility of NHS app, with many present agreeing on its helpfulness
Giving access to records to all patients – including appointments, results and prescriptions
Use of our online system, which allows online appointments for patients
Offering patients ‘booking links’ to allow them to book appointments as needed
NHS choices – importance of promoting the service for benefit of patients

The next meeting will be in 3 to 4 months (Planned for November or December 2025)
Aim to discuss who is willing to take on the duties of PPG Chair and Vice Chair