Patient Participation Group

Attendees:

Mike Bernard (MB), Mike Holbrooke (MH), Jane Coates (JC), Michele More (MM), Sally Gardiner (SG), Sue Hayes (SH), Jan Parry (JP) via Teams, Dr. Katie Smith (KS) (Partner), Dr. Jonathan Knight (JK) (Partner), Debbie Lambe (DL) (Practice Manager) and Donna Holmes (DH) (Medical Secretary) (minutes)

Apologies:

Anna Soroko, Jenny Pickering, Mrs Salisbury - Ravenswood PPG Chair (broken down car)

Introductions:

• None

Total Triage Support – Dr Katie Smith

Katie explained that the surgery has been working on a new project to improved patients’ access to appointments.  Patients currently find it difficult to get through on the phone and complain of up to 45 minute wait at times, then either get cut off or when finally get through there are no appointments left.  Reception have to deal with upset patients and not a good situation overall.  Patients’ satisfaction is not good at the moment regarding appointments.

The surgery are looking at a new process using Total Triage, which is currently in use by the surgery but only open 1-2 hours per day.  It is used via the accuRx, which we are currently using already to communicate with patients via text and email.  So the plan is that the online triage service will now be open for longer periods of the day (timings to be confirmed), Katie explained that using the new service should improve patient satisfaction.

There will be an online form to complete, which can be access via NHS App or the surgery website – this will ask questions, such as:-

• I have an admin query (contact us about a fit (sick) note, test results, repeat prescriptions or anything else admin related).
• I want help for a medical issue (contact us about a new or ongoing problem)
• I want to see online advice (see NHS advice and guidance on conditions, symptoms and treatments)
• I want to self-refer (see which local services you can refer yourself to)

It then asks you a few quick and easy questions about your request.  We understand that not all patients will be able to use this access this service, but there will be a dedicated receptionist to complete the form on their behalf and this will also be the case for walk in patients, unless very urgent and they will be seen by duty doctor.

The completed forms will go through to one inbox and will be reviewed by a triage team, consisting of a clinician and trained receptionists.  This should ensure a more efficient process, to ensure patients are being seen appropriately as the triage staff will also have access to the patient's medical records.  

Felixstowe Road Surgery have been using this service for a while now and Katie and other members of our surgery have attended the surgery to see how it works and how it is going and it has been a positive change for their appointments.  They now only have around 14/15 patients in the telephone queue at busy times. DH confirmed that she is a patient there and has used the service, explained that you can book routine appointments, specify who you wish to see and identify your availability and they then contact you with an outcome.

• SH asked if you can complete the form at say 10.00pm?  KS advised this service will be capped or a time limit to prevent delays in responses – unable to confirm availability at present, but this will be confirmed.
• MB looked at it yesterday, but it was closed at that time.
• JC has used the form on the current limited access system and it worked well.  Understands there has to be a cut off as the worry is if someone submits an urgent issue when triage team finished, potential risk of being left to the next day.
• MB asked would the surgery benefit from an outside organisation to take the calls to log on system, but KS stated that this will be managed by the surgery at this time.
• JK advised that it should improve continuity of care, the right person will see the right person at the right time. This service is due to commence mid May 2025 – exact date to be confirmed. There will be posters and advertising in waiting rooms, messages on telephone lines and updates on website.  We would like members of the PPG to come and support when this goes live, so please advise Donna, if you are willing to support this and there will then be training organised prior to the new service going live.
• Discussed the possibility of a video to be produced by the surgery on how the new service works and how to complete.  DL Action: speak to Rachel Shanks re Video
• DL advised the new service will be closely monitored, to see what is working and where adjustments need to be made to ensure the best outcome for patients.
• KS advised that some patients may still not be happy if the triage does not meet their initial expectations, but this will be reviewed.

Minutes of last meeting

• The chair from Ravenswood would be invited to attend another meeting.
• Website PPG application form – DL has decided that this does not require amending as is self-explanatory
• Banner – unable to order, as it is felt that it is in the building somewhere – discussed if there was a need for this still as the PPG is at full capacity – agreed not to proceed at present. A wall poster would be put up instead when required.
• DL advised leaflets have been printed, just need to be put into distribution 

Matters arising, not covered by agenda

• Discussed the PPG as part of the surgery – MH said that other PPGs say that PPGs need to be visible to the patients but feels no one knows the about the PPG and who the members are.
• DL advised that there is poster, which is displayed on TV.
• Discussion took place with how to get the PPG out there – MM suggested working with community users and passing feedback.  Also looking at groups to work with.  JP suggested could go to councillors as there would be a few covering our practice from different wards.  MB would like to also start working on projects – MM interest in mental health group and MB cancer care.  This can be discussed further in sub PPG meeting – date to be confirmed.

DL Action – provide a patient demographic list – to assist in groups to prioritise 

Practice report and update

• No practice reports this meeting – main focus at present is the up and coming CQC inspection.  Also reports for next meeting will then cover the new triage service, so will be good to review how it is working.
• CQC visit is Wednesday 7th May 2025.  Last inspection visit 2017, when surgeries merged about 6 months after open.

Staffing

• 2 new Salaried GPs – Dr Henry Wilkinson and Dr Ahmed Khater 
• 1 new Advanced Nurse Practitioner – start date to be confirmed.

JC spoke about the surgeries 'Friends and Family Test' she completed recently following an appointment.  The percentage for the surgery was only 51% but concerned that this is due to the limited questions and no differential to waiting times for appointment vs care from clinician – JK explained that this is a National Survey and although the results are reviewed, hopeful that with the new triage service that this will improve.  

JK also spoke about a National GP Survey, which is sent out randomly to patients, the results are anonymous, but they also reveal that access is challenging, but once seen usually quality of care is rated high, which is good and reveals that the issue is getting to be seen.  JK hopeful that once Triage Support commences this will improve the scores.

JC also asked is Boots linked to the surgery – JK confirmed it is not, they use the building.  JC concerned as the service is a nightmare and worried that this also is influencing patients, as they think it is part of the surgery.

PPG Chair Collaborative – Michael Holbrooke

MH attended for the first time on 19th March 2025.  It was well attended with 16 representatives from the practices out of the 22 invited.  Good networking and sharing ideas.  There was an interesting presentation from the ICB on tackling poverty in the community and money has been allocated to the area to assist with this.  There is training in place to support young people with financial skills also.

Melton PPG shared that it is important to have a strong relationship and acceptance with practice manager.  Make patients aware of the PPG and what they can do for them, they also complete a monthly newsletter from the surgery.

Saxmundham PPG – their PPG support with car parking management for Flu and Covid clinics, they have a medical equipment bank for equipment no longer needed, e.g. crutches, bath seats and they assist patients who require them whilst they are waiting for their own assessment and equipment.  Once a month they have a movie afternoon, for isolated patients, dementia patients, etc and the local Brownie group visits and gives out cakes.  They also have a major surgery list – where they record patients who have recently had surgery, e.g. hip replacement, and they organise for them to speak to patients waiting for the same surgeries.

MH felt this was a good forum to attend with some great ideas and will be attending the next meeting on Wednesday 14th May 2025.

MB confirmed good idea on projects and suggested to move forward on this there should be a PPG subgroup to discuss these as a group without surgery staff – MB to circulate some dates – DH to co-ordinate booking room for this meeting.

PPG Network Meeting – Projects – Mike Bernard

• MB continues to attend these meeting – they are represented by surgeries across Suffolk and NE Essex – ICB in attendance.  They also discussed PPG projects and are looking at compiling a register of all current projects being undertaken by PPGs in the area.

Any Other Business

• MH advised that he called for an appointment and didn’t hear which number he was in the queue until he was at No 25, but he did have a message to say 'press 8 for a call back' – he didn't know how this worked so he remained on hold .  DL explained that it should give you your number if you are in the top 50 calls and if you do press '8' you will remain in the queue and be called back when you would have been answered if you had been on hold.  DL advised that this will all be updated and changed once the new triage service is in place.
• SG wanted to discuss NHS Health Checks, how patients were invited, etc – DL asked that this is discussed at the next meeting – DH to add to agenda.
• MH raised that he had an invite for COVID vaccine, but when using the link to book the surgery was not an option.  DL/JK explained that this is out of our control as comes from NHS England.   MH did confirm that he phoned surgery and booked in for a vaccine.

DL advised that the current number of patients registered at our practice is 29,350.

Date of Next Meeting

Monday 7th July 2025 at 5.30pm – MS Link to be sent with agenda (approximately 2 weeks prior to the meeting).

Attendees:

Mike Bernard (MB), Mike Holbrooke (MH), Jane Coates (JC), Michele More (MM), Sally Gardiner (SG), Anna Soroko (AS) Claire Woodbridge (CW), Jenny Pickering (JP), Dr.Susan Smith (SS) (Salaried GP), Dr. Jonathan Knight (JK) (Partner), and Debbie Lambe (DL) (Practice Manager) (minutes)

Apologies:

Sue Hayes (SH), Jan Parry (JPa), Anni Mehan (AM) Donna Holmes (Practice Medical Secretary) (DH)

Practice Report

Access and appointments

Compassionate Companions

A presentation was delivered by SS. SS advised that they were not seeking more volunteers; rather greater awareness and more referrals. PPG members expressed that they were highly impressed by the service and thanked SS for the excellent presentation. 

Promoting the PPG – Leaflets, posters, TV screen

Leaflets about the Patient Participation Group (PPG) are available at reception, and further information can also be found on the practice website.

At present, we have a sufficient number of active PPG members. Debbie Lambe (DL) has received interest from a couple of patients wishing to join. Their details will be shared with the PPG chair for discussion with them and held on a waiting list, and when spaces become available we will advise them. Should further recruitment be needed in the future, we will consider re-advertising,such as using the waiting room TV screens and other practice communications.

Practice report and update

Since the implementation of AccuRx in May 2025, we have seen a significant reduction in the volume of incoming phone calls, as well as a noticeable improvement in waiting times.

• In January, the practice received 10,506 calls, with an average wait time of 30 minutes.
• In June, this reduced to 5,057 calls, with an average wait time of 7 minutes. This reflects a positive shift for both patients and Care Navigators—improving access, reducing pressure on phone lines, and aligning with our aim to streamline communication and enhance the patient experience. We will continue to monitor these improvements and adapt our systems to ensure ongoing progress.

Any other business (AOB)

• Letter from Headway addressed to the  PPG chair expressing an interest to attend one of our meetings – MB will make contact with them. Dr Knight advised that the practice had not been contacted to request involvement in the lung cancer screening exercise being initiated in Ipswich.

PPG Engagement and Future Planning

• There was a suggestion to hold themed Practice visits to promote and raise awareness of specific health topics.
• The idea of creating a regular PPG newsletter was also discussed and agreed as a positive step forward.
• It was agreed that PPG members will develop a plan.
• DL confirmed she is happy to support this initiative as needed.

Date of Next Meeting

Tuesday 9th October 2025 at 5.30pm – MS Teams Link to be sent with agenda (approximately 2 weeks prior to the meeting).