Patient Participation Meeting
Meeting
Held on 14.06.23

Introduction (Present/Apology)

Practice Staff Present:
Mrs R Agarwal	        PM

Saima  Ahmed         Receptionist

Aliyah Hussain         Secretary 
	Patients Present: Emis no       
 2473         5294
 502999       3879      1113
8921     7786    4452    8912   503884

Meeting opened by Mrs Saima Ahmed, previous minutes of last meeting discussed and approved. 

 Agendas

•	Appointment
•	Services
•	Telephone line 
•	Out of hours
•	FFT Survey 

Saima started off the P.P.G meeting by discussing by thanking everyone for attending. 

Appointment

Saima thanked everyone on her behalf for attending and explained how important and beneficial it was for their feedback. She explained how we can improve on our practice through patient advice and suggestion. She asked the patient what we can improve on.

5294- Patient informed that sometimes they are not able to get through to book appointments as line is busy and it affects them. Saima explained to them that we do have 4 members of staff answering the phone in the morning hours. 

2473- Patient said they cannot get through during appointment times as they are busy getting children ready for school and dropping them off. She feels that she has to prioritise which child gets the appointment as they are only allowed to book one. Feels that this needs to be changed. 

Saima did explain the alternative was to 111 who can then triage their appointment to where they think is appropriate. Also to go to Urgent Care, A&E or the pharmacy to seek for help and guidance. 

Services 

CPCS Pharmacy service is now available for patients to be referred to for minor ailments. If there are no appointments they can be referred there and the pharmacist will arrange a consultation. 

Telephone line 

Patient were saying the time is an issue because they found it hard to get through reception at 8.30am. 
When asking the other patient regarding this no one else said they had this issue. This patient expressed her frustration due to lines being open at school drop off time.
Saima informed they we do now have four members of staff answering the phone at those times so that everyone is able to get through to the practice.

Out of hours/Smart Care

Saima gave information on all the out of our services we have available for patient to access when they are finding it difficult to get hold of a GP appointment. 

•	Smartcare are open during the weekend and patient can book their own appointments by calling 0121203220
•	Extended GP Access after 6.30 is a service available to all patients who require urgent Drs Advice when our surgery is closed. Patient will be directed to an out of hour GP who will be able to advise them on what to do.
•	111 is available to all patients who need medical advice when appointment with GP is not available.
•	Self Help portal is now available with guidance on minor medical issues- patient can scan barcode and get help.

FFT Survey

Saima informed patients that the survey has been sent to them via link and to complete it for their feedback. 

Action Plan

•	Practice will continue to improve towards screening by educating patients and sending reminders 
•	Hold more meetings with staff and Doctor’s to deal with any issues patient bring up.
•	We have got more staff during busy times in the morning to improve accessibility. 
•	Use the Pharmacy services for all minor ailments

THE MEETING WAS ADJURNED AT 1.00 PM