In attendance

• HF - AS
• MH-MC, EH, B
• BH-LB, PC, LC
• STJ - 
• HO - No Representation.

Welcome introductions

Jacqueline and Michael welcomed the members of the PPF Staff and PPF members introduced themselves

Structure of the PPF

As this was our first PPF wide meeting – we currently did not have a chairperson or secretary. Jacqueline asked the forum if anyone would like to chair, no volunteers at this stage PPF Members were happy with Jacqueline chairing. PPF Member asked if anyone would like to take minutes, no volunteers came forward, Members were happy for the Paula to minute the meeting. No objections were made

Site based PPF’s should have a chairperson and secretary

The chairperson is essentially the leader or presiding officer of a meeting. They are responsible for ensuring that discussions are orderly and keep conversations focused and balanced.

A chairperson will also need to be elected for the PPF wide meetings that are held twice a year.

It was suggested by a PPF member that the chairperson be rotated – This was agreed by all.

It is also essential each PPF group has a secretary – They will be responsible for supporting the chair, taking notes at the meeting and circulating them. They should include all action points agreed in the meeting.

It was suggested by a PPF member that we also have a co-chairperson. This was agreed by all.

It was suggested that it would be nice if the chairperson could write a little bio to introduce themselves to the forum.

Action

• Job description of the PPF will be emailed to members, this will include expectations of the roles within the PPF.
• PPF constitution to be emailed to members

Terms of reference and constitution

Recently at some of the site based PPF meeting, members questioned TLCP term of reference and constitution.

Term of reference

TLCP is an organisation that comprises of 5 GP practices. However to avoid confusion we will continue to use the word ‘site’.

PPG (patient participation group) has now been replaced with PPF (Patient participation forum)

Action

• Revised terms of reference to be emailed to members

Constitution

We discussed each concern that was raised, however some of the queries required PPF input for us to establish a mutual agreement.

What would excellence be - we have to collectively agree what excellence may be. The question was put forward to the PPF members.

Excellence starts from the point of contact to leaving. This should be a frictionless, timely and appropriate service. This includes the entire sequence of events that a patient experiences from the initial contact to making an appointment, arriving for the appointment, interactions with receptionist, the consultation, follow up/referral of required.

Action

• Patient journey to be emailed to members

How do we prevent vulnerable and housebound patients falling through the cracks

At TLCP we have care co-ordinators who run regular internal searches on the system that identify specific patients' groups, this may include patients with long term conditions, learning disabilities, smear checks, NHS health checks and many more that require appointments/follow up. These patients are contacted via phone or customised letters.

Many of these patients are discussed in our annual review, (MDT) multi-disciplinary meeting and clinical meeting. Patient that do not engage are also discussed as patients' wellbeing is paramount.

How do we manage patients that are not on the vulnerable or housebound list but on the edge?

We run a frequent attender search and a non-engager search which identify patients that we have not had contact with. These lists are distributed to each site and attempts are made to contact those patients.

We also spoke about if our Mission statement should be called a mission or vision statement. It was agreed it is a Mission statement.

A mission statement defines the organisations business, its objectives and how it will reach these objectives. A vision statement details where the organisation aspires to go.

Therefore, we agreed it would still be called a Mission statement.

We continued to go through the queries raised in the constitution and provided TLCP response and reasoning.

Collectively we agreed the constitution has now been approved and no further changes will be made.

New Duty Hub & Telephone System

TLCP are aware the current phone system is not fit for purpose. We’ve had to take time to research other providers and give the 3 months required notice to end our contract. The new phone system will go live on the 24th May. The new system will give patients the opportunity to join a virtual line and they will receive a call back.

Concerns raised regarding the new phone system – what happens if you miss the call, the system will put back in the que and another attempt will be made.

The New Duty Hub will start on the 7th May 2024. All patients will need to complete a digital form they can access via the website or the link can be sent via text. Patients that are unable to complete the link can call and a call handler can assist and complete the questions on their behalf. The information provided will be uploaded for the duty doctors to action accordingly.

We originally trailed the duty hub which highlighted that not all patients that call for appointment need an appointment.

Providing a triage system allows the doctors to direct patients to the right practitioner or service.

This will hopefully also free up the phone lines for those that cannot access or complete the digital form

Patient empowerment is also important to TLCP. Often appointments are made as a patient wants to query a pre-existing referral. Patients can contact the hospitals directly to obtain this information as GP surgeries use the same contact information as the public.

Questions raised

Who will review/triage in the duty hub – two doctors will be in the hub and they will make the decisions

How long do you have to wait for a routine appointment – Currently routine appointments wait time is 2-4 weeks. This may reduce with the new system.

What are the percentages of appointments on the appointment book?

Collectively we have 150/160 book on the day appointments. Each site also has an emergency doctor. 70% of the appointment book is pre-bookable but these appointments go fast. To reiterate a lot of these appointments booked do not require a GP

Do we risk assess the demand – The demand has increased and will continues to increase due pressures on the NHS. We will continue to strive to cater to our patient list size.

Would it be easier to go to the surgery to get an appointment – We do not encourage patients to go to the surgery as the triage form will still need to be completed and the patient will go through the same process patients go through that call or use the website to complete the form.

This information needs to be communicated to all patients. How do you propose to support patients that are not tech savvy?

We have a new digital hub that will be introduced at each site. TLCP will run a digital hub on different days at each site.

Each site will have a specific digital hub trainee that will support patients and teach them how to use the app.

When will this start?

Training for site representatives of the hub will start mid-May and the hubs will commence shortly after that.

Action

• Information regarding the digital hub will be added to the website

Review GP annual survey

The PPF members and staff were provided a recent annual GP Survey. This is a national survey and patients are picked at random.

The department of health sent out the survey to 868 patients and 208 responded.

The results highlighted that we have dropped nationally.

Patients that tend to not be happy are the ones that complete the forms and with only 24% of our patient population completing the form the results do not show a true representation.

The question was asked if our surveys are anonymised with equality and diversity monitoring. This would provide help to promote equality and diversity by collecting data on characteristics as ethnicity, gender, disability and age, employers can identify areas for improvement and implement targeted initiatives.

Engage the PPF in health promotion campaigns

The PPF members were asked to be involved to help promote campaigns. We discussed ways this could be achieved

• Word of Mouth
• Setting up an area in the surgery to speak to patients
• Posters
• HR hub can add information to the website

Frequency and length of meeting

We discussed and agreed PPF wide meeting would be 2 hours twice a year. Site based PPF meeting would be 1 hour every quarter (4 times a year

We will endeavour to provide these dates for the whole year so enough notice is provided.

Someone to be at reception to greet and bring the PPF members to the meeting room

Any other business

Agenda

It was discussed and agreed the agenda would be set by the PPF members and staff. We will work together to ensure the agenda is standardised across all sits.

PPF members were asked if they would be happy to share their email addresses. However a concern was raised when individuals reply to emails and select ‘reply all’ you can end up with multiple emails.

If emails were shared, regular GDPR forms would need to be signed.

• Agreed emailed will be sent individually

Communication

We discussed ways we could get information to everyone

• Website
• News letter
• Posters

PPF members advised that we keep communication simple.

Confidentiality

PPF members discussed an issue relating to confidentiality when trying to book appointments at the desk. Often patients are within earshot and this can be uncomfortable for patients when trying to discuss their personal information.

Some of the sites do have posters to inform staff they can request a piece of paper if they don’t want to say their reason for the appointment or personal information out loud. However we need a standardised poster for all sites

• PPF member has agreed to create a poster to inform patients they can ask for pen and paper if they want privacy.

Website

Can the website be more patient friendly and have easier access for those that are not tech savvy.

One of the PPF members suggested having an individual like herself that is not tech savvy involved in the website changes. If the website can be access by those that struggle with IT, it would mean it is accessible to all.

The website is currently being updated. Once this is complete will discuss this with our PPF members for their opinions.

Shadowing TLCP

It was mentioned that it would be a good experience for our PPF members to see how the GP surgeries run. This would give them the opportunity to see the demand/pressure and workload that is currently expected.

However, in hindsight we will have to retract that offer due to GDPR regulations.

Next meeting

• October 2024 – Venue to be confirmed.

Attendees

• TLCP: Jyothi Eregowda (Jo) (Operations Manager for Belmont Hill and Modern Hill Surgery), Paula Gordon (Supervisor MH)
• PPG Members: EH, FT, JC, CG
• Apologies: MC

Welcome and Introductions

Jo welcomed everyone. 

• Terms of engagement – provided to members 
• Introductions – members introduced themselves.

TLCP constitution

The constitution was discussed at the TLCP wide meeting. At that meeting we discussed the queries regarding the constitution and Collectively agreed the constitution has now been approved and no further changes will be made.  

The constitution will be reviewed annually. 

TLCP Wide PPF Updates

We discussed some of the topics that were mentioned in the PPF wide meeting

PPG /PPF

PPG (patient participation group) has now been replaced with PPF (Patient participation forum)

The new phone system

Jo provided an explanation on how the new phone system works. The new system provides patients the options for a call back, calls are recorded and gives TLCP more data on how calls are managed. With this data we can make the necessary changes if needed to continuously improve the service. 

The New Duty Hub 

The Duty Hub started on the 7th may and so far is going very well. A brief description was provided. Patients that require a same day appointment are able to complete a digital form. Patients that are unable to complete the link can call and a call handler can assist and complete the questions on their behalf. The information provided will be uploaded for the duty doctors to action accordingly.  The duty hub doctors have the capacity to each triage 100 patients’, that’s 200 per day.

Not all requested appointments are necessary nor require a same day appointment and patients are will be informed. All decisions are made by the duty doctors.

The question was raised regarding – what is considered ‘on the day appointments’.

Same day appointments are for patients that consider their health issue as something that requires attention that day and cannot wait. We respect and understand that each individual’s interpretation of an emergency may differ and the new triage system was designed so the doctors can identify those that need same day, routine or even to be signposted to another service.

A question was raised regarding routine appointments and the difficulties in boking appointments 

Paula explained, that there have always been routine appointments but they go so quickly. Previously we have released routine appointments throughout the month, however this has recently changed. Currently 80% of the appointment book is routine. 

These appointments get booked up fast, sometimes appointments are book that are not necessary.
We also have a high rate of DNA (did not attend) appointments, this is always a concern when having the book open for the month as patients may forget or no longer need the appointment. 

Can DNA appointments be used 

Unfortunately we are not aware when patients are not going to turn up for an appointment. By the time the slot changes into ‘D’ it is too late to offer to someone else. 

Can we send appointment reminders?

No unfortunately we cannot send reminders. Text messages are not free for the surgery and if we were to send reminders to patients this would be very expensive. 

A question was raised regarding continuity of care with the changes of staff

Many years ago GP surgeries were family run and therefore your GP knew the majority of your household. However things have changed as the pressure and demand on the services continues to increase.  
It was explained that unfortunately GPs are leaving for all different reasons. This is not just in GP surgeries – any sector you work in peoples circumstances change.  Whist GP’s may leave, doctors will see patient’s health history to ensure they are providing the best care/ follow up care.   

The demand on GP’s is under estimated. The pressure on the NHS and the workload GPs face is increasing constantly, especially when we experience outbreaks of certain conditions. The paperwork, follow up/actions from secondary care whilst still trying to provide a service to the public is very challenging. 

A question was raised about the continuity of care for our vulnerable patients and those that may not be identified as vulnerable but potentially are and need appointments  (This question was raised at the PPF meeting)

With the new triage system the doctors will be able to make the decisions regarding if a patients needs a same day or if they require a routine appointment. If the patient does need a routine appointment the doctor will send a text with a booking link so the patient can book the appointment themselves. The link does expire within 7 days.

One of our members recently received a booking link to book a medication review and thought it worked very well and was impressed. 

We also run searched to identify patients that have not used the service within a certain timeframe. We will then attempt to contact these patients and if necessary refer accordingly. 

These searches are also used to identify specific groups that require annual or regular appointments in accordance to their health condition. 

How do we provide support to housebound patients or patients unable to leave to leave the house?

We use a service provided by One Health Lewisham, a doctor from their team will visit patients at home after one of our GP’s have spoken to the patient/carer. A referral is sent to the OHL team. If however OHL have no availability one of TLCP doctors will visit the patient. 

Housebound patients can also be visited by the District Nurses who can take bloods, urine, change dressings, blood pressure, administer b12, insulin and other injections.  

Website Accessibility

This was raised in the PPF wide meeting and currently the website is still being worked on. We agree that the information needs to be/have  ‘user focused language’ , big format and easy to navigate.

TLCP Updates

New Digital Hub

We have a new digital hub running at each site once a week where patients can come in and be assisted with how to download the NHS App. At Morden Hill we will be running our session on Fridays between 11:30am to 12pm.

We are encouraging all patients to download and use the NHS App. On the NHS App you can receive message from the surgery, consultation notes, request medication, test results and book appointments. 

We are hoping patients that require a same day appointment will use the app or the website to access the triage link. This will enable those that are unable to access the digital link to call the surgery and get through in a timely manner. 

We no longer use ‘Ask NHS’.

AOB

Gillick competent and proxy children’s online access

One of our members mentioned she was recently informed that due to her child’s age she would no longer be able to see her child’s record. 

Patients are receiving text messages as their child approaches 11 making them aware that they will no longer have access to online services for the child. If a parent requires access they will need to contact the surgery to book the child a telephone consultation with one of the GP’s so that they can be coded as ‘Gillick competent for consent’ where the child can give consent for parent/carer to have online access.

• Why can’t 2 parents have proxy access

Action point

Paula to look into this further and feedback.

We also discussed other service patients can be signposted to like the pharmacy as they are able to manage and prescribe medications for the following:

The new Pharmacy First Service will enable community pharmacists to complete episodes of care for patients without the need for the patient to visit their general practice. 

The seven conditions are:

• Acute Otitis Media* (Ear issues)- 1 to 17 years
• Impetigo - 1 year and over
• Infected insect bites - 1 year and over
• Shingles - 18 years and over
• Sinusitis - 12 years and over
• Sore throat - 5 years and over
• Uncomplicated urinary tract infections - Women 16-64 years

PPF

The PPF provides an opportunity for us to meet and discuss practice issues and patients experiences help to improve the service. Each PPF member should represents all patients on a whole and work with the surgery to find ways to improve the service. 

All meeting minutes are available on our website.

Next Meeting:

20th August 2024 at 12pm - Morden Hill Surgery

In attendance

PPG Members: 

• BO’C
• AS (chair)
• AH (Note taker)
• BB
• CM

TLCP Representative:​​​​​​​  

• Jacqueline– Practice Manager, HR, Comms, Complaints  
• Anushka - HR, Comms, Complaints
• Isatu – HR, Comms, Complaints

Welcome introductions

AS welcomed all attendees. Attendees introduced themselves.

Apologies

• RS
• SP

Minutes from Last Meeting

JH reviewed the minutes from the previous meeting and discussed the actions taken:

• Further work has been carried out on providing carer guidance which is now published on the website. However, this work is ongoing with Imago. 
• BO’C provided input to the newsletter, and this is now on the website and available in hard copy ion the waiting area.

Booking Appointments

CM fed back some observations on the appointment booking system and same day appointments. She had found the distributed guidance impenetrable. She had more success in booking an appointment when attending reception in person. JH explained where the website guidance could be found. She also said that practice staff had been allocating time on Tuesdays to talk through the booking system with patients and the new digital front door to assist patients with online access. The best way to book urgent appointments is through the website, this saves the patient coming to the practice and queuing, it can be done from the comfort of their own home. Appointments booked this way quickly go through triage. Alternatively, reception can send a link to patients attending practice so that they can book through the website or assist the patient in manually submitting their request. JH discussed the new telephone system and the call back facility available.AS agreed that time would be required for the new processes to become embedded.

BB commented that when things go wrong (eg. an appointment is accidentally cancelled or the patient does not receive a call back), practice staff need to admit their mistakes and not blame the patient. JH requested this example be shared separately as the practice would like to think this is what would happen, however will investigate.

BO’C asked whether urgent appointment capacity ever gets used up. JH said that she only knew of one instance where this had happened. BO’C pointed out that there seem to be a current problem where urgent appointments were not available. JH said that she would get someone to investigate.

There is a problem that non-urgent appointments are booked up far in advance so that it is quite difficult to get one for the NHS app, forcing patients to use the urgent on the day process. The meeting all agreed that putting all appointment types (both urgent and non-urgent) into the same triage process, so that they are processed in a similar way would be the preferable way to go. JH to follow up on this.

Communication with hospital and GP practice

AS raised concern about delays experienced by a patient in a case where a diagnosis required urgent action (medication). JH explained how the communications worked. Comms from the hospital go to a generic email address (for the practice as a whole) where they get directed as appropriate by the Docman team. JH confirms that urgent medications are brought to the attention of a clinician within 24 hours. There are some situations where the paper communication is received first. This gets scanned into the patients note and sent to the relevant GP as high priority.

However, although the practice tries its best in processing communications in a timely manner, it has no control over hospitals and how quickly they send letters/emails. Therefore, where there appears to be a delay, patients may need to follow up (eg. on prescription changes).JH confirms that all letters are filed into the patients notes within a week for non-urgent once receiving. It was acknowledged that this might be more difficult for some patients. E.g. those who are housebound.

How is Hillyfields working with Imago for the benefit of carers?

BO’C is working with Imago, but there are some questions about how they are communicating with GPs. JH explained they had recently had a national carers day where they encouraged carers to self identify. There is now a 64-page document on the website with all information carers may need. Imago had been invited to attend the meeting and the practice are awaiting a date for the staff meeting and also invited to  the next PPF wide forum in October 2024.

GP Survey

JH explained that the feedback was not as extensive as they would have liked. Also many changes have been made since the original survey in January, particularly with the introduction of changes to appointment booking in May 24. 829 Surveys went out and 201 surveys were sent back 24% completion rate.

The Practice is going to run the survey again and push to get at least 500 replies so that they have a better representation. The survey is on the website, and it can be completed either by scanning a QR code or it can be filled in manually and handed back to reception. AS suggested that perhaps the survey could ask which site the patient attends. However, since the survey has been published, it is too late to change it to include this. AS suggested that perhaps introduction of the survey could be changed to explain that the focus is on recent experience, rather than long past. JH to look at whether this is possible.

AOB

JH explained that the practice was now working extended hours. The attendees fed back that this was a positive change and happy with the enhance hours offered of early 07.00am start, 18.30pm -20.00pm late and all Saturdays 9.00am to 5.00pm.

JH explained the situation with Sanofi and blood tests. They have contacted all urgent cases. They are currently putting a process in place to contact all patients with routine tests and trying to remove the backlog. They are now closer to getting back to normal. GPs can now request routine at consultation again.

JH explained how the seasonal flu campaign would work. This year the practice is rolling out an additional RSV vaccine to certain demographics (incl over 75s and pregnant women). This means that the vaccination program for flu will not start until beginning of October. It is expected that there will be Saturdays for four weeks where patients can either opt for walk in or pre-booked appointments, this service will be available at the St Johns site and The Hillyfields site. Volunteers from the PPF would be appreciate to welcome patients and ask them to get ready by taking coats off and rolling up sleeves.

There needs to be some action to ensure that housebound patients get visited and vaccinated but the logistics are difficult as they do not have the extra staff to do this. BO’C fed back that this did not happen last year and so is a major concern. Plans are being worked on currently to ensure this happens.

AS had raised a suggestion that the practice sets up a Patient information evening where patients can come in and ask questions regarding the current service. It would be good if the Patient participation forum members attend to answer these questions so patients can see their involvement. A provisional date was agreed for Tuesday 24th September. 6.30pm to 7.30pm.

Action

• JH to feedback about a single triage system for all appointment types, urgent and non-urgent.
• JH to investigate whether there are current problems with providing urgent appointment capacity today.
• JH and HR/comms to liaise regarding the introduction to the patient survey and whether it can be changed to clarify that the focus is on recent experience.
• AS and PPF members to firm up on plans for a patient information day and for advance advertising.

Dates for the diary of our upcoming meetings

24 September 2024: Open Evening  Hillyfields Site 6.30pm to 7.30pm

31 October 2024: Annual General meeting (Outlining achievements)  @ St Johns Medical Centre 5.30pm to 6.30pm

26 November 2024: Next meeting date @ Hillyfields site 12pm to 1pm

Welcome and Introductions

• Attendees: Jyothi Eregowda (Jo) ( Operations Manager Belmont Hill and Modern Hill)

No members attended the meeting.

In attendance

• PPG Members - OC, KW, EW, HR
• TLCP HO Representative- VR(Manager),AO(Site Ops Supervisor), IJ(Ops Admin), WT(Receptionist),SK(Recepetionist).

Introductions were made for the benefit of new members.

VR opened the meeting and discussed the need to restart the PPG and the terms of reference should be circulated to members again. This was to fully understand the structure of what the Patient Participation Group is about.

Discussed the need for PPG members to create a structure and assign a chair.

Digital Front Door

Explained the role of digital front door – triage online via AI enforced by NHS. This allows allocating resources for patients and signpost them to the right consultants within 24 hours. We will have a digital inclusion hub, trained receptionists who will be able to triage effectively and teach/support patients who are not IT literate.

KM suggests to have tablets with several languages available for non-native English speakers. Hellen suggests to have cafes to train elderly in digitalisation.

KM informs us he works with dementia patients and end of life care, he explains how his organisation is promoting diversity and looking at how black people are treated within dementia/mental illness environments.

VR proceeds in sharing the footfall audit for TLCP and shares the documents across.

VR explains how the care navigation hub works and when it will go live, further explanation of TLCP structure and its hubs.

TLCP Vision and Terms of Reference

VR shares TLCP vision and terms of reference – what would excellence be? How to involve the community more?

Hellen suggests to remove mission statement and use the term vision instead.

OC asks re research/feedback – Is it independent or PPG working with the Practice?

Suggestion on the fundraising – help support the practice and get more involved in the processes, PPG members to volunteer to cooperate with the practice.

How to prove the PPG are actually representing their members?

VR(Manager) advise to have a specific PPG structure – chair/vice chair, email and request availability. Deadline on 13th September, next meeting can be arranged for 23rd.

O asks if it’s possible to get JDs for these roles and requests to shadow the most senior PPGs meetings in other practices once the chair has been established.

The meeting closed with members agreeing the 23rd September 2023

In attendance

PPF Members: 

• MC
• VM
• SG
• AG

TLCP Representative:  

• Khaled Chowdhury (Operations Manager St Johns)
• Jennifer Gayle (Reception Supervisor St Johns)
• Rabbiya Shahbaz (Care Navigator)    

Welcome introductions

AS welcomed all attendees. Attendees introduced themselves.

Apologies

• Dr Chrisanthan Ferdinand (GP Partner)

Minutes

• Claire Thomas

Welcome and Introductions

Khaled welcomed everyone.

TLCP Updates

Salaried GPs

• Update on recruitment drive for Salaried GPs across TLCP to reduce the use of Locum GPs, with hire of new GPs at St Johns Medical Centre and other sites
• St John’s is also a Training Practice, with 2 students who are training to become General Practitioners, and the practice is now registered as a GP Skilled Worker Visa Sponsor meaning we have the option to hire GPs from outside the UK.

Telephone System

New telephone system offers call back service to save patient’s from waiting on the line, once the system registers patient’s ‘queue number’ is coming up then it will automatically call and add patient back to their place.
Reporting options on telephone system allows TLCP to learn the volume of calls that come in and are picked up by our Care Navigation Hub; from this we have determined that more Care Navigators are required which we are in the process of recruiting.

We are currently in the process of exploring an option in the telephone system to cancel unwanted appointments by phoning and choosing an option; this will help reduce DNA’d (did not attend) appointments, opening them up for other patients, and for when the surgery is closed, and patients are unable to notify the practice.

Flu/RSV Campaign

• Flu campaign begins from 03/10/2024.
• RSV campaign begins from 07/09/2024 and will be by invitation only on selected cohorts (75yrs+ and women who are 28+ weeks pregnant)

PPF Meetings

• St John’s PPF Meetings are to occur 4 times a year, with a TLCP wide PPF meeting to take place 2 times a year.
• The minutes will be uploaded to the Practice website.
• PPF members to nominate a chair, job description passed to attendees.

PPF Comments

• Frustration at having to re-explain to GP the reason for the appointment request, especially after having to provide these details to Care Navigators/at previous appointments already
• TLCP to send email/message to staff reminding them to provide synopsis of appointment reason when booking and for clinicians to check booking notes and previous GP visits before seeing patient 
• Test Results on NHS App – not all are available to view even after they have been actioned by clinician
• Management to discuss this issue with the Digital Facilitator
• Instances of Call Back option entering you into another queue when giving a call back.
• Issue stems from emergency calls going into the patient’s call queue as bypass number not working. Management in discussions with telephone supplier to have this resolved as soon as possible.
• Changes to services provided to be relayed to patients
• Staff to be updated on any changes made within the practice and information passed to patients.
• Request for a list of services provided by outside organisations i.e. pharmacies, for when appointments are unavailable with clinician at site; providing the name of the organisation, address, contact details and opening times.
• Management to investigate providing list/poster for reception for patients and staff to refer to

PPF Compliments

New telephone system and online form have made contacting the practice much easier and more efficient, less waiting on the phone lines. Communication was positive between request for clinician and the response they received.

AOB

• Rabbiya Shahabz was introduced to PPF attendees as the new coordinator between St John’s PPF members and the management team.
• Enhanced Access appointments available through the week from 6.30pm to 8.00pm and Saturdays 9.00am to 5.00pm. Addition of Physiotherapist appointments Mondays after 6.30 and on Saturday to help patients access the service outside of work hours.

Next Meeting

• Next date and venue to be confirmed with Dr Ferdinand. Information to be relayed to PPF attendees and members by Rabbiya Shahbaz.
• Discussion on PPF chair nomination at next meeting