Patient Participation Group

Meeting Notes and Action Points of Thursday, 9th January 2025

PPG meeting date

The first order of business was to agree when the next full PPG meeting would be held.  It was agreed that it would be at the surgery on Wednesday 29 January at 4pm, and would last a maximum of 90 minutes.

Andrew will text the 106 members next week with the date and will send a reminder text a couple of days before the meeting.

PPG meeting agenda

• Notes of the last meeting
• Promotion of the NHS App (see below)
• Patient feedback (see below)

NHS App

As the surgery is trying to promote using the NHS App to patients, it would help if we had some figures available.  Figures are published on the NHS App Dashboard, and for the past three months:

October 2024: 

• Registrations: 58
• Logins: 6,295
• Appointments booked: 232
• Appointments cancelled: 82
• Prescriptions ordered: 192

November 2024: 

• Registrations: 48
• Logins: 4,706
• Appointments booked: 197
• Appointments cancelled: 55
• Prescriptions ordered: 176

December 2024:

• Registrations: 32
• Logins: 3,823
• Appointments booked: 185
• Appointments cancelled: 56
• Prescriptions ordered: 176

There were 1137 repeat prescriptions issued in December, so 176 represents 15% requested by the NHS app

43% of patients aged 13 and over are registered for the NHS App; the national figure is 59%

Usage has dropped over the past quarter.  Initiatives discussed include a regular drop-in session at the surgery and making sure that receptionists are aware of the app’s features, including the ability for other family members to use the app on behalf of a relative.

Patient Feedback

Andrew has instigated a system where patients that have had a face-to-face or telephone appointment at the surgery receive a text 24 hours later.  The text contains a link to a form that asks three questions:

• Overall, what was your experience of our service? (Very Good, Good, Fair, Neither Fair nor Poor, Poor)
• Can you tell us why you gave your answer?
• Please tell us about anything we could have done better

This started on 1 January and by 9 January, there were 35 responses, of which 31 said Very Good or Good, 1 said Neither Good nor Poor, and 2 said Poor.

The meeting ended with all expecting to see each other at the PPG meeting on the 29th