Patient Participation Group

Meeting Notes of Thursday, 26th March 2026

1. Welcome and Introductions

• Chair to welcome attendees 
• Members to introduce themselves (name and length of time in Half Penny Steps Health Centre)

2. NHS App Presentation

Rayal gave a presentation on the NHS App and explained its purpose, benefits, and practical use.

Key points covered:

• The NHS App can be used to: 
  • book and manage appointments
  • order repeat prescriptions 
  • view test results 
  • access elements of medical records 
  • view vaccination and immunisation history 
  • access NHS 111 services when the surgery is closed 
• The app can be used on both smartphones and computers. 
• Registration requires: 
  • an email address 
  • postcode 
  • identity verification, which may include passport, driving licence, or a video verification option
• Having an NHS number can speed up the registration process. 
• The app was described as highly secure and designed to protect patient confidentiality. 

Discussion:

• Some patients said they found the setup process daunting or confusing. 
• Others reported that once the app had been installed and set up, it was easy to use. 
• Concern was raised about having multiple systems in use, including the NHS App and other platforms such as hospital systems. Patients expressed a preference for one unified system. 
• Staff explained that the long-term aim is greater integration, with the NHS App becoming the main access point for services. 

Support offered:

• Rao/Rail confirmed that patients can book appointments specifically for support with setting up or using the NHS App. 
• These appointments can be arranged through reception and may be conducted by telephone or face to face. 
• Support is available Monday to Friday, depending on staff availability. 

Learn more and download the NHS App

3. Appointment booking and access

A substantial part of the meeting focused on appointment access and booking systems.

Main points:

• Patients can book some appointments through the NHS App, including appointments with a preferred doctor where slots are available. 
• Staff clarified that not all appointments appear on the app, especially some urgent and reserved same-day appointments. 
• Traditional methods of contacting the surgery remain available, including by telephone and through reception. 

Patient concerns:

• Some patients reported being told there were no appointments available, without alternatives being offered.
• Patients felt this was frustrating and unsatisfactory. 

Practice response:

• Staff agreed that where appropriate, alternatives should be offered rather than ending the conversation with “no appointments available.”
• It was acknowledged that reception staff should be able to guide patients toward the most appropriate service based on need.

4. Role of alternative clinicians

There was detailed discussion about the wider clinical team and the alternatives available to patients when GP appointments are limited.

Services discussed:

• Advanced Clinical Practitioners / clinicians 
• Independent prescriber pharmacists 
• First Contact Physiotherapists 
• Community pharmacy services 

Key points:

• These professionals can often assess, advise, prescribe, and in some cases arrange referrals or investigations. 
• It was explained that in-house clinicians and pharmacists can manage many conditions that patients might otherwise assume require a GP. 
• First Contact Physiotherapists can deal with musculoskeletal issues such as back, shoulder, and joint pain, and may be able to request imaging. 
• Community pharmacy services can help with minor ailments and certain defined conditions. 

Patient feedback:

• Some patients said they had positive experiences with clinician appointments, especially when GP appointments were not available.
• Others said they had previously declined clinician appointments because they did not realise what these practitioners were qualified to do. 

Agreed point:

• The practice needs to publicise these services more clearly, including what each role can do. 

5. Length and availability of appointments

It was noted that:

• Standard GP appointments are generally 10 minutes 
• Clinician appointments may allow an additional 5 minutes 

This was seen as beneficial, particularly for patients with more complex needs or who may need additional time in consultation.

Some clinician appointments were described as being available more quickly than GP appointments, sometimes within 24 hours.

6. Walk-in service discussion

A patient raised the possibility of reinstating a walk-in service, even if only once a week.

Discussion:

• Patients expressed that there is still a need for urgent access without long waits. 
• Staff acknowledged the value of such a service but explained that it would be difficult to provide due to resource constraints and high demand. 
• It was recognised that this is a wider service pressure and not unique to the practice. 

7. Future access requirement

It was noted that from 1 April, there will be a requirement that when a patient contacts the practice, the practice should offer some form of outcome or solution at that contact, rather than asking the patient to call back later without resolution.

The practice acknowledged that:

• this will be challenging
• it is, however, a positive direction for improving patient access 
• it will require greater awareness and use of the full range of services available

8. Practice staffing and room capacity update

The practice provided updates on staffing and infrastructure.

Updates:

• The practice is recruiting one additional GP
• This will increase capacity, though the exact impact will depend on working sessions 
• A former storeroom is being converted into an additional clinical room 
• The number of usable clinical rooms has increased significantly over time 

Intention:

• More rooms will allow more clinicians to work at the same time 
• This should improve appointment availability and support service expansion 

9. Patient survey and feedback collection

The group discussed how to gather broader patient feedback beyond those attending the meeting.

Proposal:

• Develop a patient survey asking: 
  • what patients like about the practice
  • what they would like improved 
• Survey results to be reviewed and discussed at a future PPG meeting 

Discussion:

• Concern was raised that some patients are fatigued by receiving too many digital surveys via email or text. 
• Alternative suggestions included: 
  • paper surveys handed out in reception 
  • a secure suggestion box in the practice 
  • allowing anonymous submissions 
• It was noted that the practice already receives feedback through the Friends and Family Test, including free-text comments. 

Agreed direction:

• The practice will consider using both digital and paper-based methods to gather feedback more effectively. 

10. General patient feedback

A number of attendees shared positive feedback about the practice.

Positive themes:

• Patients generally felt the practice is supportive and responsive 
• Staff were praised for trying to offer alternatives where possible 
• Several patients said the practice compares favourably with others, especially in relation to appointment access 
• Patients appreciated not being limited to calling only at a single early-morning time 

Acknowledged challenges:

• The practice is not perfect and staff acknowledged that: 
  • mistakes can happen 
  • staffing shortages and sickness can affect service delivery 
  • appointments may occasionally need to be cancelled at short notice 

The practice reiterated its commitment to improving services and learning from patient feedback.

11. Actions agreed / next steps

1. Continue promoting the NHS App and offer direct patient support for setup and use. 
2. Improve communication to patients about the roles and capabilities of: 
   1. clinicians 
   2. in-house pharmacists 
   3. physiotherapists 
   4. community pharmacy services 
3. Ensure reception teams offer alternatives when GP appointments are unavailable.
4. Develop a patient survey for wider feedback on practice services.
5. Consider paper-based feedback methods, including forms handed out in reception and/or a secure suggestion box. 
6. Continue work on increasing practice capacity through recruitment and room expansion. 

12. Date of next meeting

It was indicated that the next meeting would likely be announced for around the end of June, though no confirmed date was given during the meeting.

If you want, I can also format this into a more traditional committee-style minutes template with headings for apologies, agenda items, decisions, and action owners.