We have an active Patient Participation Group
We are a group of patients, who alongside the Practice Manager to Hednesford Medical Practice, based in Hednesford Valley Health Centre, meet four times a year.
Our aim is to discuss health issues, that are causing concerns, about the surgery, the health centre, local hospitals etc, and to hopefully make suggestions, and in time improvements to problems raised by the group.
We are also going to work in conjunction with the Hednesford Town Council, The Hednesford Traders Association and other local services to give support and assistance to hopefully bring the community spirit back into our area
How Do I Apply to Join?
If you are registered with Hednesford Medical Practice, we would like more people to attend our group, so if you are interested contact our Operations Manager on 01543 220 441
What if have something to say but don’t want to be part of the group?
Send us your views, or ask any questions about the Patient Participation Group:
You can write to our Practice Manager at the surgery
You can phone and speak to our Practice Manager, on 01543 220 441
PPG Newsletters and Meeting Minutes
Meeting Minutes 2022
Meeting Minutes 15th February 2022
Minutes of Patient Participation Meeting
Date: Tuesday, 15 February 2022
Time: 12:00 PM
Location: Conference Room
Attendees on behalf of HMP
| Name | Job Title |
|---|---|
| Dr Sandeep Geeranavar | GP Partner |
| Jo Williams | Operations Manager |
| Holly Nix | Assistant Operations Manager |
| Charlotte Cattell | Senior HCA |
| Nicki Drew | (Job title not specified) |
| Sue Mabbley | (Job title not specified) |
| Dr Ben Williamson | (Job title not specified) |
PPG Members
| Name | Name | Name |
|---|---|---|
| Alan Moreton | Ann Lewis | Annette Smallman |
| Anthony Glasse | Caron Kendy | Cynthia Tallent |
| David Ryder | Denise Webster | Dianne Hooper |
| Esme Wood | Franziska Herring | Graham Millington |
| Hazel Pashby | Janet Evans | Jean Downing |
| Julie Bayliss | Katherine Burton | Kevin Goodwin |
| Margaret Jones | Margaret Kitchener | Margaret Shepperd |
| Marion Neal | Michael Rowley | Michael Webster |
| Nora Stanley | Paul Allsop | Paul Sheppard |
| Pauline Foster | Sharon Smith | Simon Francis |
| Stephen Parfitt | Stephen Stackhouse | Stuart Balance |
| Susan Price | Sylvia Hales | Victoria McDermott |
Additional PPG Members
| Name |
|---|
| Andrew Collery |
| Delphine Rowe |
| Ian Griffiths |
| Linda Parkes |
Apologies from PPG Members
| Name | Name | Name |
|---|---|---|
| Andrew Derry | David Schollar | Jean Levett |
| Gary Farley | Gerry McNutt | William Avery |
| Janice Atkins | Andrew Collery | Ian Griffiths |
| Vikoria Pinter | Delphine Rowe | Linda Parkes |
Presentation
The meeting was opened by Jo Williams, Operations Manager, who introduced herself and Dr Sandeep Geeranavar, GP Partner. Dr Sandeep provided the group with an overview of his background and explained how the two surgeries merged to form Hednesford Medical Practice. He discussed the challenges faced during the merger and shared future plans for the Practice.
1. Apologies
The apologies listed above were accepted.
2. Housekeeping
Jo Williams reviewed the Patient Participation Group (PPG) Terms of Reference (TOR). Key points included:
- To facilitate a good working relationship with our patients
- To work collaboratively and positively to improve services
- To act as representatives for the practice
- To raise funds to support local communities
Jo invited the group to submit nominations for the following roles:
- Chair
- Vice Chair
- Secretary/Treasurer
Documents Distributed for Signature
- Terms of Reference
- Confidentiality Agreement
3. What We Have Achieved So Far
Jo Williams presented a summary of accomplishments within the Practice.
Slide attached.
4. What We Are Doing Well
Jo invited feedback from the group on what the Practice is currently doing well.
Slide attached.
5. Areas for Improvement / Suggestions
Jo encouraged the group to share ideas and suggestions for improving the current service.
Slide attached.
6. Any Other Business
No additional items were raised.
7. Next Meeting
Date: Tuesday, 17 May 2022
Time: 12:00 PM
Location: Hednesford Medical Practice (Conference Room)
Action
All – For Information
PPG Meeting Minutes 14th February 2023
Minutes of Patient Participation Meeting
Date: Tuesday, 14 February 2023
Time: 10:00 AM
Location: Conference Room
1. Attendance
| Name | Job Title |
|---|---|
| Dr Sandeep Geeranavar | GP Partner |
| Holly Nix | Practice Manager |
| Graham Millington | PPG Chair |
| Caroline Bradford | Social Prescriber |
| Dr Adepeju Moronkeji | GP Trainee |
| Carrie Stockley | PCN Business Manager |
| Janet Evans | — |
| Victoria McDermott | — |
| Hazel Pashby | — |
| Anthony Glasse | — |
| Colin Pritchard | — |
| Pauline Foster | — |
| Stuart Ballance | — |
| Andrew Derry | — |
| William Avery | — |
2. PPG Attendance
| Name |
|---|
| Mike Webster |
| Kevin Goodwin |
| Franzioka Herring |
| M P Stanley |
| Linda Parkes |
3. Apologies
The apologies above were accepted.
4. Minutes of the Last Meeting
The minutes of the last meeting were agreed as a true and accurate record.
5. Introduction – Welcome and Steering Group
- Graham Millington (GM) welcomed everyone to the meeting.
- GM provided an overview of the Steering Committee, which now consists of four members. The committee’s role is to make decisions and raise concerns as a sounding board for the Practice.
- Janet Evans, Pauline Foster, Kevin Goodwin, and Graham Millington introduced themselves as members of the Steering Committee and shared their backgrounds and roles.
- GM invited volunteers to join the Steering Committee.
- Several PPG members attended a shadowing day at the Practice. The consensus was that the team works extremely hard, is caring and professional, and prioritizes patient welfare.
- The group expressed concern over the unacceptable abuse received by staff and agreed that it should not be tolerated.
- The PPG agreed to devise an action plan to support the surgery in addressing ongoing challenges.
6. PCN Business Manager – Carrie Stockley
- Carrie Stockley (CB) thanked the group for the invitation and gave an overview of the Primary Care Network (PCN), which includes seven member Practices.
- CB provided a detailed summary of the roles funded through the PCN, including:
- Social Prescribers
- Mental Health Practitioners
- Clinical Pharmacists
- Mental Health Support Workers
- Physiotherapists
- CB is visiting each Practice’s PPG to recruit members for a PCN-wide PPG, which will feed back into individual Practice PPGs and promote engagement across the network.
- Interested individuals should contact Graham Millington, who will forward names.
7. Surgery Overview – Holly Nix
- Holly Nix shared that the Practice has recently emerged from a period of severe Winter Pressures.
- This period significantly impacted staff-patient relationships and placed a massive strain on resources.
- The Practice faced challenges including:
- A resurgence of COVID-19
- Increased cases of Strep A
- A surge in chest infections requiring GP appointments
8. Surgery Overview – Holly Nix (Continued)
What’s New at the Surgery
- Lisa Jackson appointed as the new Reception Manager.
- Charlotte Valentine appointed as the new Reception Supervisor.
- The Practice has signed an agreement to upgrade phone lines, introducing options such as:
- Press 1 for Appointments
- Press 2 for Cancellations
- Press 3 for Referrals
- A GP Trainee is currently placed at the surgery, reflecting active involvement in GP training.
- Blood Results Clinics have been introduced to reduce the use of GP appointments and room space. These are conducted via telephone to ease appointment pressure.
- The Practice is recruiting a new Advanced Nurse Practitioner.
- Two new locum GPs have joined to increase appointment availability.
- Dave Singh, an Advanced Clinical Practitioner, is trialling remote clinics.
- Pre-bookable appointments have been reintroduced for February, with a review planned.
- Kat Williams, HCA, has been appointed as the Mental Health Champion, proving to be a valuable asset to patients.
Levels of Abuse
- There has been an increase in verbal abuse towards staff, both over the phone and at the Reception desk.
- The Practice is now issuing warning letters to patients who engage in abusive behaviour.
9. Surgery Environment – Pauline Foster
Observations
Positive Aspects:
- Friendly reception staff
- Clean and clutter-free environment
- Robust seating
- Availability of posters, leaflets, and a large noticeboard
- Accessible disabled toilet
Areas for Improvement:
- Self-check-in system not consistently working, causing queues
- Lack of privacy at the reception window
- Unattractive seating with stickers still on chairs
- Outdated posters and leaflets
- Noticeboards appear neglected
- Lack of personal touches in the surgery
- Outdated signage
Suggestions for Enhancement:
- Introduce a Mental Health Awareness Board
- Create an Educational Environment Forum
- Display clear messaging about HMP’s mission, values, vision, purpose, and culture
- Showcase positive patient feedback
- Add a clock, toddler toys, and ensure clean consulting rooms
- Promote ARRS roles (Additional Roles Reimbursement Scheme)
Barriers Identified:
- Clinical limitations on what can be implemented
- Staff workload prevents regular updates to boards and reception areas
10. Contacting the Surgery
- Kevin Goodwin (KG) provided an overview of the various ways patients can contact the surgery, with a focus on the Patient Access application and the NHS App.
- The Practice currently has 6,500+ patients, with over 2,500+ downloads of the Patient Access app, but only around 460 active users.
- Encouraging more patients to use the app would reduce contact points within the surgery, easing pressure on staff.
- Dr Sandeep Geeranavar (SG) mentioned that the e-Consult facility within the app may be reactivated in the near future.
11. Social Prescriber – Caroline Bradford
- Caroline Bradford (CB) explained the role of the Social Prescriber, which is non-clinical but supports clinical staff by helping patients with issues such as:
- Financial difficulties
- Mental health concerns
- Loneliness and isolation
- CB works to signpost patients to appropriate support pathways and currently covers three Practices.
- CB introduced Colin, a volunteer who supports patients in the community, for example by accompanying them to events or providing companionship.
- CB is actively recruiting more volunteers. Interested individuals should contact:
📧 caroline.bradford1@nhs.net
(Subject to DBS check and two references) - Dr SG requested that the PPG act as a link to the community.
12. Internet Health Sites
- Janet Evans (JE) shared findings from her research into internet health sites.
- Dr SG recommended directing patients to patient.info as the primary online resource. This will be included in the next newsletter.
- Dr SG also suggested promoting ORCHA, which lists NHS-approved websites and apps for patient self-help.
13. General Discussion / Conclusion Summary
- Graham Millington (GM) informed the group that Sylvia Hales has stepped down from the PPG due to personal reasons. He thanked her for her valuable contributions.
- The next meeting is scheduled for Tuesday, 16 May 2023 at 10:00 AM at Hednesford Medical Practice.
- Anyone interested in joining other groups is encouraged to contact Graham Millington.
- Mike Webster (MW) shared his personal experience transitioning from Primary to Secondary Care. He has agreed to share his patient journey, which Holly Nix (HN) will raise as a Datix.
14. Closing Remarks
- GM expressed a strong desire for the PPG to be actively involved in local community initiatives, which Dr Sandeep Geeranavar (SG) fully supports to help raise the profile of the Practice.
Actions
| No. | Action | Action By | Target Date |
|---|---|---|---|
| 1 | Improve reception area environment, especially noticeboards | PF | 16.05.2023 |
| 2 | Provide Patient Access education and training | KG | 16.05.2023 |
| 3 | Raise Datix regarding MW’s patient journey | HN | ASAP |
PPG Meeting Minutes – 16th August 2022
Minutes of Patient Participation Meeting
Date: Tuesday, 15 February 2022
Time: 12:00 PM
Location: Conference Room
1. Attendance
| Name | Job Title |
|---|---|
| Dr Sandeep Geeranavar | GP Partner |
| Jo Williams | Practice Manager |
| Graham Millington | PPG Chair |
| Charlotte Cattell | Social Prescriber |
| Caroline Bradford | — |
| Dr Fiona Everett (Part) | GP |
| Hannah Dawson (Part) | Nurse Practitioner |
2. PPG Attendance
| Name |
|---|
| Michael Webster |
| Sylvia Hales |
| Kevin Goodwin |
| Anthony Glasse |
| Ann Lewis |
| Pauline Foster |
| Sharon Smith |
| William Avery |
| Janet Evans |
| Michael Rowley |
| Victoria McDermott |
| Nora Stanley |
| David Ryder |
| Dianne Hooper |
| Alan Moreton |
| Andrew Collery |
| Delphine Rowe |
| Esme Wood |
| Hazel Pashby |
| Ian Griffiths |
| Julie Bayliss |
3. PPG Member Apologies
| Name |
|---|
| Annette Smallman |
| Andrew Derry |
| Gary Farley |
| Franziska Herring |
| Paul Allsop |
| Janice Atkins |
| Katherine Burton |
| Cynthia Tallent |
| Simon Francis |
| Vikoria Pinter |
| Stuart Balance |
| Jean Downing |
| Linda Parkes |
| David Schollar |
| Margaret Jones |
| Marion Neal |
| Stephen Parfitt |
| Susan Price |
| Margaret Kitchener |
| Stephen Stackhouse |
| Caron Kendy |
| Denise Webster |
| Robert O’Leary |
| Margaret Shepperd |
| Jean Levett |
| Paul Sheppard |
4. Presentation
- The meeting was opened by Graham Millington (GM), PPG Chair.
5. Apologies
- The apologies listed earlier in the minutes were accepted.
6. Minutes of the Last Meeting
- The minutes of the previous meeting were agreed as a true and accurate record.
7. Introduction – Healthwatch
- GM introduced Robert O’Leary, Engagement Officer from South Staffordshire Healthwatch.
- Robert provided an overview of the services and information Healthwatch offers to support Health & Social Care Services in the area.
- Informational leaflets were circulated to the group.
- GM thanked Robert for his presentation.
8. Update on Progress – Jo Williams (JW)
- JW updated the group on progress since the last meeting, including:
- Recruitment of:
- Dr Fiona Everett – GP
- Hannah Dawson – Nurse Practitioner
- Chandon Bhogal – Practice Lead Pharmacist
- Indy Kular – Practice-Based Pharmacist
- DNA (Did Not Attend) Follow-Up:
- Approximately 140 DNAs per month
- Patients now receive:
- A text message after a missed appointment
- A letter after three DNAs
- A telephone call or meeting with JW if further DNAs occur
- Recruitment of:
9. Practice Updates – Jo Williams (JW)
Welfare Checks
- 689 patients are being contacted for welfare checks due to no contact with the Practice in the last five years.
- JW read a letter from Mr and Mrs N, thanking the Practice for their interest in their wellbeing.
Gold Standard Framework Meetings
- Meetings have been re-established with hospice and district nurses to discuss palliative and end-of-life care patients.
Frequent Attenders
- 138 patients identified as frequent attenders.
- The highest attended 51 times in 12 months.
- A bespoke multi-disciplinary team is being set up to address individual cases and reduce attendance frequency.
- Discussion held around the term “frequent flyer”; JW to explore alternative wording for communication.
Reception Area Improvements
- A “Know Who We Are” faces board is being installed in the reception area.
Home Visits
- Sue, Senior Health Care Assistant, is conducting weekly home visits.
Quality and Outcomes Framework (QOF)
- Annual Health Checks are now being scheduled based on month of birth.
10. Additional Personnel to Support PPG
- GM provided an overview of the Secretary and Treasurer roles within the PPG.
- Four PPG members volunteered to support GM.
- GM will contact them directly to arrange a meeting.
11. Patient Feedback – Jo Williams (JW)
Friends and Family Test
- 293 responses received since July:
- 169 – Very Good
- 85 – Good
- 14 – Neither Good nor Poor
- 10 – Poor
- 14 – Very Poor
- 1 – Do Not Know
- JW to share comments and feedback with the PPG.
Patient Experience
- Reception and clinical staff are capturing real-time feedback from patients.
- This feedback is now shared on the Practice website.
Compliments & Complaints
- 49 complaints received since April.
- The main theme is lack of appointments.
- The Practice has increased staffing and is reviewing demand vs capacity on an ongoing basis.
12. PPG Feedback
- The group expressed satisfaction with the progress made and thanked the Practice for its hard work and commitment to rebuilding services.
13. Any Other Business
- None raised.
14. Closing Remarks
- Graham Millington (GM) encouraged the PPG to be actively involved in local community initiatives, which Dr Sandeep Geeranavar (SG) fully supports to help raise the profile of the Practice.
- GM and Jo Williams (JW) thanked the group for attending the meeting.
15. Dates of Future Meetings
- Next Meeting:
15 November
12:00 PM
Conference Room – Level 2
PPG Meeting Minutes – 17th May 2022
Minutes of Patient Participation Meeting
Date: Tuesday, 17 May 2022
Time: 12:00 PM
Location: Conference Room
1. Attendance
On Behalf of HMP
| Name | Job Title |
|---|---|
| Dr Sandeep Geeranavar | GP Partner |
| Jo Williams | Operations Manager |
| Holly Nix | Assistant Operations Manager |
| Charlotte Cattell | Assistant Operations Manager |
| Rebecca Bird | Office Manager |
| Lisa Selvey | Office Supervisor |
PPG Members Present
| Name |
|---|
| Paul Allsopp |
| Janet Evans |
| Kevin Goodwin |
| Victoria McDermott |
| Hazel Pashby |
| Nora Stanley |
| William Avery |
| Ian Griffiths |
| Graham Millington |
| Michael Rowley |
| Jean Downing |
| Anthony Glasse |
| Dianne Hooper |
| Linda Parkes |
| David Ryder |
| Dennis Arrowsmith |
| Stuart Balance |
| Adam Colley |
| Simon Francis |
| Caron Hendy |
| Ann Lewis |
| Marion Neal |
| Susan Price |
| Paul Sheppard |
| Sharon Smith |
| Denise Webster |
| Pauline Wright |
| Ian Bayliss |
2. Apologies
| Name |
|---|
| Linda Arrowsmith |
| Julie Bayliss |
| Andrew Derry |
| Ian Griffiths |
| Margaret Kitchener |
| Gerry McNutt |
| Stephen Parfitt |
| Delphine Rowe |
| Margaret Shepperd |
| Stephen Stackhouse |
| Michael Webster |
| Kathleen Bladon |
| Gillian Bayliss |
| Janice Aitkens |
| Katherine Burton |
| Gary Farley |
| Sylvia Hales |
| Jean Levett |
| Alan Moreton |
| Viktoria Pinter |
| David Schollar |
| Annette Smallman |
| Cynthia Tallent |
| Esme Wood |
| Anne Bell |
The apologies above were accepted.
3. Presentation and Previous Minutes
- The meeting was opened by Jo Williams, Operations Manager, who introduced herself and Dr Sandeep Geeranavar, GP Partner.
- Jo presented the minutes from the previous meeting. While most attendees had received them via email, some had not. It was agreed that printed copies would be made available at the surgery.
- The minutes were accepted by all.
4. Housekeeping and PPG Roles
Jo reviewed the PPG meeting rules:
- Foster a good working relationship with patients
- Act as representatives of the patient community
- Support local fundraising efforts
- Collaborate positively to improve services
- Build two-way communication between the Practice and patients
PPG Role Elections:
- Chair: Graham Millington (16 votes)
- Proposed Vice Chair: Steven Parfitt (4 votes) – Jo to confirm with Steven
- Secretary/Treasurer: Holly Nix & Charlotte Cattell
Confidentiality agreements were distributed for signature.
5. Achievements to Date
- Staff uniforms introduced
- DNA management via text messaging
- Appointment reminders via SMS
- Promotion of online access
- £200 raised for Help a Squaddie
- Local fundraising for charities
- Blood result slots introduced
- New patient registration process
- Staff training and 1:1s
- On-the-day medication review slots
- Launch of Practice Newsletter
6. What’s Going Well
Feedback from the group highlighted:
- Online consultations
- Charity fundraising
- Improved communication
- Call-back and telephone system improvements
- Effective text messaging services
- Enhanced customer service
- Smooth COVID-19 vaccination rollout
The PPG thanked Jo for her dedication and support in improving the Practice.
7. Suggestions for Improvement
- Patients breaching the Zero Tolerance Policy should be removed from the Practice list after a formal warning
- A text/letter should be sent to all patients outlining the consequences of abusive behaviour
- DNA monitoring should be strengthened to free up appointments
- Jo to meet with Graham (PPG Chair) to discuss further issues
8. Any Other Business
- Jo discussed Extended Hours Appointments and sought feedback on whether patients preferred:
- Appointments during core hours
- Evening/weekend appointments
After discussion, the majority voted to retain appointments within core hours.
Jo and Dr Sandeep will relay this feedback to the CCG.
9. Dates of Future Meetings
| Date | Time |
|---|---|
| 16 August 2022 | 12:00 PM |
| 15 November 2022 | 12:00 PM |
| 14 February 2023 | 12:00 PM |
| 16 August 2023 | 12:00 PM |
| 14 November 2023 | 12:00 PM |
Venue to be confirmed depending on attendance numbers.
PPG Meeting Minutes Final – 17th May 2023
Minutes of Patient Participation Meeting
Date: Wednesday, 17 May 2023
Time: 10:00 AM
Location: Conference Room
1. Attendance
Practice Staff
| Name | Job Title |
|---|---|
| Jo Gladwin | ANP |
| Holly Nix | Practice Manager |
| Graham Millington | PPG Chair |
| Preet Chandy | Social Prescriber |
PPG Members Present
| Name |
|---|
| Pat Stanley |
| Janet Evans |
| Pauline Foster |
| Kevin Goodwin |
| Hazel Pashby |
| David Ryder |
2. Presentation
- Graham Millington (GM) opened the meeting, clarifying that the purpose is to support the Practice in improving patient-facing services, not to raise complaints.
- GM emphasized that all PPG members have a right to be heard and that motions require group agreement.
- Members were encouraged to speak with the Steering Committee privately if needed.
- GM outlined the role of the Steering Committee.
3. Apologies
- The apologies received were accepted.
4. Minutes of the Last Meeting
- The minutes of the previous meeting were agreed as a true and accurate record.
5. Mission Statement
- Janet Evans (JE) proposed a new PPG Mission Statement to align with the Practice’s mission.
- A copy was circulated for approval and will be displayed in the Practice.
- The statement focuses on health awareness, problem-solving, and the independent yet collaborative role of the PPG.
6. The Triage System
- Holly Nix (HN) explained the new triage system and its alignment with the GMS contract.
- The system aims to reduce the 8 AM appointment rush and improve access.
- HN asked for the PPG’s help in managing patient expectations and noted that pre-bookable appointments are available.
7. Patient Access
- Kevin Goodwin (KG) highlighted that over 2,000 patients have online access but are not using it.
- The PPG will develop a campaign strategy to encourage usage.
- A training session will be scheduled, and HN will send a text invitation to patients.
8. Practice Website
- HN requested the PPG to review the website and suggest improvements.
- The Mission Statement will be added to the PPG section.
- Patients are not using the check-in screen; HN will create a sign to encourage its use.
9. Surgery Environment
- HN is updating noticeboards and focusing on wellness campaigns.
- Requests for carpet cleaning and painting have been submitted to NHS Properties with no response.
- COVID stickers have been removed.
- The Service Agreement was shared with the PPG, who feel NHS Properties are not fulfilling their obligations.
- The PPG will write to Andy Hadley and collaborate with other PPGs to raise concerns.
- Preet Chandy shared Healthwatch information as a channel for voicing issues.
10. Our Future Health
- Pauline Foster (PF) shared insights from a Dementia event in Cannock, which focused on general well-being.
- The Stay-Well Service is available via Social Prescriber referral.
- The Eat the Rainbow leaflet from Everyone Health was circulated.
- The Our Future Health study includes:
- Online questionnaire
- Centre visit
- Blood sample (DNA analysis)
- Measurements (BP, cholesterol)
- HN will include this in the Practice Newsletter.
- Hednesford Library is becoming a community hub, with new groups like Meditation and a Death Café.
11. Social Prescriber
- Preet Chandy (PC) introduced herself and shared a presentation on her role.
- PC supports patients with non-clinical needs and works with various charities and groups.
- Volunteers are welcome—must be passionate and empathetic.
- HN to include volunteer info in the newsletter.
12. General Discussion
- GM encouraged the PPG to be actively involved in local community initiatives.
- GM and HN thanked everyone for attending.
13. Dates of Future Meetings
- Next Meeting: August 2023 (Date TBC)
- Location: Conference Room – Level 2
14. Actions
| No. | Action | Action By | Target Date |
|---|---|---|---|
| 1 | Add PPG Mission Statement to the website | HN | 31.05.2023 |
| 2 | Complete and distribute May Newsletter | HN | 31.05.2023 |
| 3 | Create sign for check-in screen usage | HN | 31.05.2023 |
| 4 | Find contact details for Dr Manikam and Nile PPG Chair re: NHS Properties | HN | 31.05.2023 |
Meeting Minutes 19th September 2023
Patient Participation Group (PPG) Meeting Minutes
Date: Tuesday, 19 September 2023
Time: 10:00 AM
Location: Conference Room – Hednesford Medical Practice
1. Attendance
Practice Staff
- Holly Nix – Practice Manager (PM)
PPG Members
- Graham Millington – Chair
- Janet Evans
- Kevin Goodwin
- Dave Ryder
- Linda Parkes
- B. Meechan
- Pauline Foster
- Tony Glasse
- Nora Stanley
Apologies
- Mike Webster
2. Welcome
- The Chair, Graham Millington, welcomed attendees and encouraged open feedback from the floor.
3. Minutes of Previous Meeting (17 May 2023)
- One issue was raised, but the minutes were otherwise agreed as a true and accurate record.
4. Notices from the Chair
- The PPG is gaining momentum, with the Newsletter being a key success.
- Concerns remain regarding:
- Non-attendance (DNA) at appointments
- Abusive behaviour towards staff
- Efforts continue to:
- Promote Patient Access for repeat appointments
- Improve the surgery environment
- Engage with external organisations like Healthwatch to support self-help initiatives
5. Report from Practice Manager (HN)
- Meeting with NHS Properties scheduled for 21 September regarding surgery environment.
- Proposal to install CCTV with sound in reception to deter staff abuse.
- Warning issued about fraudulent texts requesting payment for medication.
- Surgery Data:
- Over 5,000 calls received in August
- 51 DNAs recorded in the first week of September
- Suggestion: PPG to send letters to serial offenders to highlight the impact on other patients
- Google Review Card shown – patients encouraged to leave positive feedback
- Newsletter Schedule:
- Practice Newsletter: Bi-monthly
- PPG Newsletter: Published as required
6. PPG Newsletter
- The latest edition was well received and considered informative.
- Future editions will focus on wellness and self-help themes.
7. Practice Website
- Following PPG review, updates are needed.
- PM supports the changes and encourages patient feedback, which will be correlated by the PPG.
8. Communication with the Surgery
- Staff praised for their efforts.
- Phone system has improved.
- Appointment cancellations can now be done without queuing.
9. Feedback from the Floor
- Car parking is inadequate – alternatives to be explored.
- Flu jab administration lacks privacy.
- Locum feedback has been positive – many enjoy working at the Practice.
- A system failure caused confusing texts – under investigation.
- PPG proposed:
- Introducing the Bluebell Scheme
- Seeking permission to interview staff for the Newsletter
10. Actions
Practice Manager to:
- Report back on NHS Properties meeting
- Confirm date for next PPG meeting
- Produce cost analysis for DNAs and continue monitoring
- Implement website changes as developed
PPG Steering Group to:
- Draft letter for serial DNA offenders
- Propose website amendments and gather patient feedback
- Investigate Bluebell Scheme and similar initiatives
- Explore partnership with local church for parking solutions
- Encourage positive patient feedback
- Begin staff interviews for Newsletter content