PPG Meeting Minutes – 9 August 2022

Actions: Hayley updated the group that she has approached the Network Mental Health worker to make a short presentation at the next meeting.

Marcelle agreed to take the role of secretary, and Dr Khan will continue as Chair until a Panel member for the time being. It was expressed that it would be preferable for a Patient panel member to chair the meeting.

The group heard that Air conditioning has now been installed upstairs, and the practice is undergoing redecoration. The Interior is almost complete, and the reception is expected to be completed over the bank holiday.

The group heard that two clinical pharmacists have been recruited, they will be seeing patients, not dispensing. Patients will be given the option to speak to the pharmacist. The pharmacists will be able to advise and review medication with patients.

The group heard about the Flu clinics, which are expected to start on the 12th of September. The group were updated with the Practice data of 1st March to 30 June 2022, with detail about the numbers of contacts and appointments.

The group heard that AskmyGP is online until 3 pm Monday to Friday. This is to manage volume and to reduce inappropriate emergency contacts that can not be addressed in time. As access closes at 3 pm, it gives time for the practice to review any potential urgent contacts before the end of the day.

A group member highlighted an issue with queries on AskmyGp being closed prematurely, an example provided was when they were unable to receive a phone call. Hayley responded that the practice continues to educate GPs on when it is appropriate to close off a query and will keep on working on finding the balance.

Some members queried access for patients who are not confident with technology or do not have access to the internet. The Chair confirmed that AskmyGP is additional to telephone access which is open 8-6, longer than AskmyGP, and has not actually reduced the number of telephone queries. A group member added there appears to be a perception or misunderstanding from some patients that they have to use AskmyGP when they do not. The group heard that the demand for AskmyGP is high, however, since the introduction, patients appear to have adapted to it well, and queries are more appropriate. The practice continues to work on finding a balance between resources and accessibility.

The Chair asked if the practice could learn any lessons from the complaints, and Hayley shared the context of the complaints with the group, which broadly concerned patients’ expectations of the practice not being met; however, once investigated, there were no concerns about the clinical care or service provided. The Group also heard that Practice staff had received verbal abuse.

A Group member said that the quality of the experience could be improved with reception staff taking extra time to smile and be pleasant as this can deescalate an upset patient. Another group member added that they had experienced excellent interactions with the practice staff at various contact points. No actions arose from this discussion.