South Reading and Shinfield Group Medical Practice
Patient Participation Group Meeting
Date: 21/02/2017
Attendances: / Practice – Ray Menon(RM) , Claire Hunter (CLH- minutes), Holly WilliamsPatient rep- Carmel Howard(CH), Lynda Miller (LM)
Valerie Cannons, Paul Cannons (online)
Shital Patel (Pharmacist- Shinfield Pharmacy) / Action
1. / Welcome and Apologies:
Since our last meeting, we now have three new members and we welcome Lynda Miller, Valerie Cannons and Paul Cannons. Lynda has been a patient at the practice for a number of years and was previous a member of our PPG group. Valerie and Paul Cannons have newly registered at the practice.
Shital Patel is the new Pharmacist at Shinfield Pharmacy, having replaced Pat.
Ray is the new locum practice manager at the surgery.
2. / Telephone lines:
Since RM has joined the practice, RM and CLH have been working closely together to monitor patient complaints. It was noted that a lot of the complaints echoed the same issue- telephone lines. RM is currently looking in to a new telephone system and possibly a call centre.
3. / Appointments:
Another issue raised by patients are the difficulty in being able to book appointments in advance. This is being looked in to and we have now introduced 24 and 48 hour appointments. These will be available to book one and two days before the required appointment date respectively.
4. / Engaging more patients in the PPG:
Suggestions for this included sending out text messages to patients inviting them to join the PPG, check with local schools for advertising opportunities, Posters in reception and handing out leaflets. / CH and HW to work closely in achieving this
5. / Complaints/ queries and concerns:
LM suggested the practice runs a drop in clinic once a month where patients could speak to a member of staff regarding any issues theymaybe facing.
CH raised the following issue- the letter that patients receive following A&E attendances for non urgent matters need to be looked at and edited.
LM raised an issue about the online access not working. This will be looked at and fixed. / RM to look in to this
6. / Surveys:
A few survey shows patient requesting a water dispenser in the waiting room.
We will also now be investing in a new patient check in screen and patient call out system.
CH requested that details for Out of hours Dentist, Pharmacy and walk in centre be displayed in the waiting room / RM to action
HW to design
7. / AOB:
None