PPG: Latest Minutes

• Date: Thursday 13th November 202
• Time: 7:30 – 9:00 p
• Location: MS Teams
• Chair: No chair elected / Vice chair in attendance Gita Aminpour
• Note taker: Paul Towey
• Apologies: Barbara Bull, Jackie Covill, Kristi Madi and apologies sent later from Richard Cook
• Present: Carol Holloway (CH) (Acting Chair), Sina Beier (SB) (Incoming Chair), Paul Towey (PT), Ann Muston (AM), Charles Van Heyningen (CvH), Rhoda Baker (RB), Grace Zhu (GZ) , Gita Aminpour (GA)

1. PPG Constitution

• The PPG constitution was discussed to see if any amendments needed to be made regarding PPG objective and chairperson as there had been challenges electing someone to this position
• PT raised concerns that, due to the reduced number of active PPG members and limited capacity for additional work outside meetings, it may be difficult to deliver some objectives - particularly “3. Promote engagement with patients and carers through publicity and events” and “5. Encourage and support health education and health promotion and self-management”
• The PPG constitution can be found on the practice website
• GA noted that staff appreciation activities contribute to health education and members stated that there may be opportunities to hold patient engagement events at the practice.
• The group agreed that no changes to the constitution were necessary at this time.

2. Election of Chairperson

• The group agreed that the chairperson’s role would focus primarily on facilitating meetings and supporting agenda preparation.
• GA was unanimously elected as chairperson.

3. PPG purpose

• Members agreed that the purpose of the PPG is to hold quarterly meetings, increase dialogue with patients regarding their experiences and concerns, and organise staff appreciation events to acknowledge practice staff.

ACTION: PT to organise a staff appreciation event for early next year.

4. Action Plan and Visibility of PPG

The group agreed to meet with patients three times per year at the Clay Farm surgery and toorganise staff appreciation events when possible

The action plan that resides on the practice website at was not discussed in detail during this meeting.

ACTION: PT to propose possible dates for the first patient engagement session

5. Finance

• Members believe the PPG has existing funds, but no one was certain of the current balance orlocation.

ACTION: PT to contact previous PPG chairs to identify and confirm the status of these funds.

6. Meeting content and minutes

• It was noted that PPG minutes need to be uploaded to the practice website. The most recent minutes online are more than a year old.
• Members also felt that some information and photographs on the PPG webpage appear outdated and should be refreshed.

ACTION: Once approved, PT to upload minutes to the practice website.
ACTION: PT to review the PPG webpage and update member photographs as needed

7. Practice Update

• AW reported that both the phone system and the website have improved significantly over the last 18 months.
• BB outlined how AI tools are supporting GPs by summarising consultation notes, with GPs reviewing and signing these summaries. Patient feedback on this has been positive.
• PT noted that feedback from the Friends and Family Test is regularly reviewed. A recent comment led to a policy change: all doctors will now offer PSA testing to asymptomatic men over 50.
• Members discussed gaps in patient understanding regarding NHS services such as out-of-hours care. Improving communication on these topics would be beneficial.
• PT reported that the Clay Farm surgery is piloting updated TV screen messaging, which may support patient education.
• GA suggested sending information sheets to patients by post; however, members raised concerns about cost and likelihood of engagement.
• Most members preferred face-to-face dialogue with patients, reinforcing the importance of the planned engagement sessions.
• The group briefly discussed security in light of recent events at Huntingdon. The practice is reviewing its security arrangements.
• GA suggested reinstalling the perspex screens at reception to improve staff safety, but several members felt these screens hinder communication and should not be reintroduced.

8. How can PPG members can link in with patients?

• This was covered within earlier discussions on the action plan and engagement sessions.

9. PPG experiences

• GA reported experiencing a 15-minute wait on the phone and being told this was due to an emergency.
• PT acknowledged the concern and noted that, even in emergencies, multiple staff members answer calls across both sites, making long waits unlikely to be caused by a single issue.
• PT also explained that lengthy calls (such as complaints) should be transferred to senior staff to maintain queue flow. The average call handling time is currently 2 minutes 36 seconds.
• PT reported reviewing the callback functionality. Previously, callbacks were only offered to callers placed 6th or higher in the queue. This has now been changed so that any caller waiting more than 5 minutes will be offered a callback, regardless of their queue position

10. AM Update

• AM reported challenges in recent meetings with Healthwatch and other bodies due to ongoing organisational restructuring.

11. Staff Appreciation

• As discussed earlier, a staff appreciation event will be arranged for early next year.

12. Date of next meeting

• Thursday March 5th
• JS asked whether the meeting could start earlier (6:00 or 6:30 pm). PT noted this may be difficult if BB is running a clinic that day but agreed to explore options.

ACTION: PT to check whether the next meeting can start earlier.