Patient Participation Group

We would like to know how we can improve our service to you and how you perceive our surgery and staff. 

To help us with this, we are setting up a virtual patient representation group so that you can have your say. We will ask the members of this representative group some questions from time to time, such as what you think about our opening times or the quality of the care or service you received. We will contact you via email and keep our surveys succinct so it shouldn’t take too much of your time.

We aim to gather around a hundred patients from as broad a spectrum as possible to get a truly representative sample. We need young people, workers, retirees, people with long term conditions and people from non-British ethnic groups.

Become a patient group member

Latest Meeting Notes

14th May 2025

• Present: Sue Ball, Nancy Briggs, Jenny Cunningham, Ruth Hannent, Brenda O’Dowd (Chair), Angela Shannon, Dyan Symonds, Alice Verlander, Dr. Alison Walker-Fraser (V. Chair)
• From the Practice: Dr. Abigail Brun, Carol Dunne-Bathurst (Practice Manger)
• Apologies for absence: Simon Brock (Secretary), Diane Crossgower-Peebles, Jane Keidan, John Mallen, Joyce Middleditch, John , Gerry Palmer, Robert Richmond

Apologies for Absence

Apologies were received as above.

Minutes of the Last Meeting

The minutes of the previous meeting were agreed as a true record.

Matters Arising

None.

Practice Items

In response to PPG /member questions:

4.1 Staffing:

In line with reduced patient numbers and financial losses from the closure of Toftwood, the Practice is reorganizing to deliver a sustainable business - financial model and to maintain a high standard of care and services.

ICBs will also be reducing spending by 50%.

The Practice aims, with technological developments, to support greater efficiencies and quality face-to-face consultations. The focus remains that of high-quality patient care.

4.2. Online Triage Form:

The decision to reduce the period for submitting was based on the surgery’s need to manage process pressures, ensure we were safe and make engagement with the surgery “more appropriate & constructive”. Given there has been no negative feedback from this change, and that such practice was in place elsewhere, the surgery deemed the reduced access period to be successful.

Representation had been made to PPG ref. concerns about the restrictions to accessing the form.

4.2. PPG members to consider developing an online survey, or make contact in their community, gauging patients’ view on accessibility to the triage form.  

4.3. PPG /Practice Relationship:

Given the PPG’s expectation of consultation on matters relating to Practice developments, it was suggested that the Practice might want to consider sharing their business planning objectives (those not commercial sensitive), in line with their annual strategic review for feedback/ consultation with PPG. The NHS environment is one of constant changes & uncertainty, so communication of future plans, changes, developments allow patients to feel engaged, rather than ‘done to’, and supportive.  Practice information in community magazines was very helpful in managing expectations and keeping patients informed.

4.3 Practice will give further thought to this. Initial thoughts including:

• Surveys by PPG
• PPG Noticeboard in Practice
• PPG writing updates/articles for local mags (but overseen by surgery for consistency of messaging)
• Helping Friends of N Elmham 
• Email address for PPG for direct contact by patients

Website/social media updates sent to Cynthia/Jade at the Practice.

Chair’s & Member Items

5.1 Timely return of results (all test types) is dependent upon who instigates the test (GP, Consultant). Delays can be caused by miscommunication between primary & secondary care bodies 

5.2 Contact by patients via text not always possible (no mobile) so calls undertaken. Email comms not possible to date between patient & Practice. PPG member advised the Practice of a tool being used successfully in other surgeries for email messaging.   

5.2. Practice to look into email comms tool.

Any Other Business

Update terms of reference.

Members to review and feedback comments to Chair/Secretary, by end of June.

Carol Dunne-Bathurst to talk to the next PPG meeting, 13/08/2025, on the new communications tools in use in the Practice.

Dates of Next Meetings

• 13th August, 2025
• 12th November, 2025
• 11th February, 2026

Consideration to be given to location of meetings, for internet/mobile phone access and ability to present on a screen.