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Minutes of PPG March 2018

Patient Participation Group Meeting Minutes


Date/Time 23rd March 2018 5pm Venue Priory View, Meeting room
Attendees PVMC Helen Walker (HW), Dr Susan Nelson (SN)
Attendees PPG Bob Dickson (BD), Sheila O’Connor (SO), Harry Shields (HS), Kevin Ashton (KA), Brian Brock (BB)
Apologies Angela Yeoman (AY), Lillian Macfarlane (LM) , David Lunnun (DL), Safdar Hussain (SH), Rebekah Rockwell (RR)


Item Agenda Item Action By Action Date
1 Review of Previous Minutes


HW reviewed progress on actions from previous meeting. All actions were completed.


HW had advised of two new members who have joined the PPG. We look forward to meeting them at future PPG meetings.


2 Suggestion Box


HW had reviewed the suggestions posted in the Suggestion Box which is situated in ground floor waiting area opposite Reception desk. The only suggestion was to lower the volume of the radio in the waiting areas. HW advised that she had asked Reception to ensure the volume is not too loud, however we need a level of volume to help protect privacy in the consulting rooms.


3 Online Facilities


HW said the Practice was reviewing the website and will either be updating the information within the existing site or making a decision to upgrade the site to make finding information easier for patients.


HW explained that within the last few weeks it had been agreed to start to use the online test result feature on the current website. The process will be, if patients are waiting for test results, the GP will ask if they would prefer to access their results online. The patient will have to be registered online to use this facility. If the patient would like to access results online, they will be asked to visit Reception who will activate this feature for the individual giving the patient access. Test results only go live once the GP has reviewed them and the GP will add comments to help the patient understand the results.


Some of the PPG members mentioned how easy it was to use the online facilities for booking appointments and ordering repeat prescriptions and felt this would be another welcome feature of the website.


The practice will encourage patients to register online to enable them to use the facilities. The more patients that use the online facilities, frees up telephone lines to enable patients that do not use online facilities to access the surgery more easily.






4 Improved telephone System


HW advised the telephone system is old and needs replacing. The system restricts the number of calls that can be taken at any one time, presenting patients with an engaged tone. We also noted feedback from patients that said that “76% of patients found that it was easy to get through to the practice”, however we would like to improve on this.


Once we have more information we will consult with the PPG for thoughts on patients preferences on how the system will handle patient calls if all lines are busy.







5 Newsletter – Ideas


The Practice has started to produce a quarterly newsletter and we wanted PPG thoughts on ideas and content. The following ideas were suggested and HW will incorporate these in future editions:

·         Feature on Staff members

·         Significant news stories – help to disseminate confusion around stories that appear in the news.

·         Seasonal ailments such as Hay fever advice for the Spring Edition

·         Advice on getting the most out of your GP consultation

·         Listing Referral Support Groups in the community

·         Advice on “the quiet times” to contact the surgery to aid patients getting through.


New Patient leaflet was distributed for feedback. All welcomed the leaflet and made some suggestions around layout to improve.










Appointment Waits

BB wanted to know if anything could be done to improve on waiting times for appointments and when advising patients to attend “walk-in centres” would it be possible to advise on the facilities available at the walk-in centres.


We explained that cuts to our budgets last year resulted in reduction the number of appointments that we could offer. GPs also tend to manage higher numbers of chronic conditions. We keep a number of Urgent appointments every day. Overall our patients prefer to have a system where they can book an appointment rather than calling in the morning or afternoon for an appointment.


GPs have added additional surgeries to help with the volume of appointments, we have also tried to reduce the number of “Do Not Attends” through writing to patients and publicising how patients can cancel appointments. However GPs needs to operate safely and there is a limit to the number of appointments a GP can safely deal with each day.

Action: HW will ask reception to give further information to patients where we advise them to go to local “walk-in centres” of the facilities of each one, ie St Georges One Stop Centre deal with minor injuries and Shakespeare Medical Practice deal with usual GP appointments.


Migrant Access

HW advised that Leeds Migration Partnership (an organisation made up of a mixture of voluntary, community and statutory organisations) will be attending Priory View every Monday from 10-12pm. The two Access Workers visiting Priory View are Ade and Lidia and they can speak Yoruba and Romanian. Their aim is to engage with the migrant population in the area and help break any language barriers through explaining our services and ensuring this patient group understand how to get the best out of the care and services we provide.


Carers Week

Priory View are pleased to support Carers Weeks which is running 11 – 17th June. This is to support carers of patients in our community (often family members looking after relatives).


We intend to hold a Coffee Morning or Afternoon for carers to get together and share their experiences and get support form each other. We also want to plan monthly clinics with a Support Worker with pre-booked appointments for carers to offer support around carers assessments, new carer issues and concerns, benefit claims, DVLA forms etc. We look forward to publishing further details in the Practice over the next few months.


PPG Network and Training

HW mentioned to the group that a PPG Citywide Patient Participation Group meeting was held last year and an event evaluation report produced. The report could be used to help the group focus on key topics moving forward. As time was running short in the meeting HW agreed to forward the Event Evaluation report to all PPG members along with information about free training that is available to all PPG members and patients (training information has been displayed on notice boards in the surgery).
















































7 Next Meeting agreed:


We did not agreed the date and time for the next meeting but it was felt that we should try a different day.


Date for your diaries is:

Tuesday 19th June 2018 at 5pm





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