Patient Participation Group

Meeting Notes of Thursday, 11th December 2025

Introduction

• PPG meeting explained by F.A - not forum for individual complaints
• FA introduced himself as PM since 2020 and multiple years in NHS. Many changes made since joined practice. PPG chair advertised in prev PPG meeting - Bridget has come forward for role 
• BH - moved 3 months ago, saw PPG chair notice at reception and volunteered for the role. Important patients have a voice. BH asked if she can be contacted outside the meeting. FA said can be contacted via generic PPG group query FAO BH. Email will be sent to patients with contact details of PPG Email. BH is retired was previously probation officer background in criminal justice service now doing volunteers work

Patients Introduced Themselves 

• One patient complained about being declined urgent presp, FA replied that need to give minimum 2 days notice. We have an out of hours Pharmacist for urgent queries from 5 to 8pm happy to take extra. If patients want to complain to manager they can book f2f or request call back from manager. Patients need to be aware of this, notice will be put up that pt can speak to PM. Evening Pharm will also be advertised.
• Pt Sa - likes Dr Shah.
• Pt Ib recently registered 2 weeks ago easy reg process.
• Pt Eq reg since 2022 happy with surgery. Pt Ad - reg for few years good experience, was registered as MH pt without their permission doesn’t have MH issue - pt not happy.
• FA responded that QOF Framework takes read code from register and puts pt on disease register by system - it could be mistake. It’s a preventive approach for reviews and follows up. If pt thinks they should not be on register can contact PM.
• Pt De - reg in Dr Frazer’s time 2015 times, good time with Dr F, good and bad times, happy with Dr Bastami Pt Ma registered 1 year - no bad experience, prefers seeing only 1 GP One pt reg 2.5 years 2 patients came from Dr Kasifs practice, good experience.
• Another pt joined by his university Pt Ad - 3 months ago didn’t know who Dr is as many doctors, wants to know who main GP is, FA said we have multiple GPs as many pts you can see any GP and continue your care with specific GP.
• Can request continuity of care. GP working days - should be advertised in GP with colours in main reception.
• Pt will feel better if deal with one GP so don’t need to repeat, we try to retains GP as a management to ensure continuity of care. We are adding GPs and pt list is growing as some GPs have closed down recently.

Ground rules explained

1. GPs work 2/3 days weekly, pt’s can decide who main GP is, GP appointments are published 1 month in advance can be changed 2 months in advance however leads to DNA’s , sms sent when appt booked, first two sms messages sent by system.
2. For other clinicians it’s 3 months in advance, in process of recruiting one more GP, pharmacist support GP’s can do reviews sick notes. Nurses explained, Ewelina becoming ANP (Advanced Nurse Practitioner) just enrolled onto course. HCA (Healthcare Assistants) do physical reviews, admin staff roles explained, Hamida promoted to practice admin, Rayal also helps with NHS app query will be advertised can book with him. Medical Secretary - referrals.
3. We will have FCP (First Contact Practitioner) every Tuesday and Friday, MCMW (MyCareMyWay) for pts over 65 supported by GP do home visits, aging population, Stop smoking clinic every Wednesdays can have f2f session

2. Reception redesign due to abusive, encouraged use of PATCHS online consultation some practices only do via PATCHS, flexible can call at any time for anything no fixed times, good for those working and young population.
3. Appt booking link can book appts via SMS or email. 7 days expiry. St Charles extended access f2f and call - nurse GP pharmacist. Inclusive PCN PPG event in Feb 2026 see NHS from service provision view - PCN group of 7 practices, panic alarm linked to police, new notice boards with info from suggestions, security guards suggested however funds not available.

3. DNA data - hours of clinical time wasted , increased in Oct and Nov
4. Pt survey to be designed will be discussed in next meeting

Next Meeting

• The next meeting will be in 3 to 4 months (Planned for March on Thursday is good 5:30pm due to work)