Patient Participation Group

Introduction

NM, DR, NK, CJ, Jl, RA, KD, U, W, R

Staff Updates

• Hannah, the previous paramedic, is no longer with the practice and has been replaced by Emily, a new full-time paramedic.
• Two new pharmacists, Zahara and Yael, have joined the team to help with medication and annual reviews (e.g., diabetic and asthma reviews), following Masouda’s departure.
• The addition of these clinicians helps reduce pressure on the doctors and allows for more patients to be seen promptly.

Appointment Timings and Health Navigation

• Monthly staff and admin meetings discussed the current appointment system. Patients can access same-day appointments either by calling at 8 AM or through the NHS App after 12 AM. Nurse, healthcare assistant, and pharmacist appointments can be booked in advance.
• All appointments require a brief description, allowing senior staff to assign patients to the most appropriate clinician (paramedics, physician associates, or GPs) based on their needs.
• The practice list is around 21,000 patients, and most conditions can be triaged by paramedics or physician associates, freeing GPs for more complex issues.
• A PPG member suggested introducing paramedics and physician associates to patients before consultations to ensure understanding of their qualifications. This was agreed upon, and staff do inform patients of their roles.
• Receptionists can also direct patients to the ‘Pharmacy First’ service for common conditions like colds, UTIs, or sore throats, further alleviating the pressure on GPs.
• There was concern regarding language barriers, but the practice reassures that interpreting services are available.
• Suggestions were made to extend GP appointment times beyond 5 PM to accommodate working patients, which NK will consider in discussions with

Prescription and Booking System

A PPG member raised concerns about prescription delays, often due to pharmacies not refreshing their systems. The practice ensures prescriptions are sent and follows up by sending patients barcode texts to show pharmacies that the prescription has been processed.

It was clarified that prescriptions are signed off by GPs only, and delays may happen due to urgent cases the GPs are dealing with.

Flu Campaign

• The flu campaign was delayed this year due to government instructions. Although the practice ordered a large number of vaccines, many patients chose to get vaccinated elsewhere, leading to a loss of approximately £30,000.
• The practice has ordered a larger supply for the coming flu season to avoid the same issue.

Next Meeting

The next PPG meeting will be held in three months, and members are encouraged to visit the website and provide feedback on potential improvements.