THE HOLLIES SURGERY
PATIENT PARTICIPATION GROUP
27TH FEBRUARY 2012
Present: Stuart Heilbron, Barbara Huxley, Sr. Veronica Lynch, Christina Ryder, Derek Sudlow, Ann Ward, Claire Ward, – Colette Riley (Mins)
As this was our first meeting, after introductions, we discussed a number of issues affecting the Practice, including limitations of the building and internal decoration. We discussed our own experiences as patients both here and in other Practices.
It has been agreed to follow the Norfolk Model and to this end DS led the Group in assigning Officers, with the following having been agreed:
- Chair : Stuart Heilbron
- Secretary : Colette Riley
SH led a discussion regarding roles, but it was felt by other members that, currently, they did not wish to take on any formal role, other than that of support to the Group and the Practice.
CR explained some of the issues the Practice faced over the coming 12-18months. There are standards of premises to meet under the new Care Quality Commission registration, for which the Practice is solely financially responsible. There are also pressures as the NHS moves aspects of care from hospital setting into surgeries where possible.
SH asked for a simple précis of NHS funding, to give the Group an idea of how monies flowed in / out of the Practice – CR to provide this.
Suggestions were made around options within the premises as a whole, for future flexibility and CR will bring these to the attention of the GP Partners to discuss. These included reviewing the plans to see if it was feasible to extend on the present Reception roof.
Chrissy highlighted that the waiting room TV did not work. She informed the Group that there are a number of local agencies and groups that would benefit the patients, particularly new mums and families with children, as support is available if they know where to look.
CR will check who ‘owns’ the TV as it is marked as NHS Property, and will arrange for replacement with flat screen which can accept data stick technology, to enable power point presentations etc to be created. This was felt to be an excellent suggestion as could also be used to promote the Group.
The forthcoming ‘Patient Check-In’ was discussed, with the Group advising on ways to ensure the patients could use the system without losing the current ‘feel’ of the Practice.
CR informed the Group of previous patient feedback around telephone access and the options currently open to the Practice due to confines of space and limitations of staff. The current system is due for renewal and this would be the ideal time to replace the system whilst minimising costs incurred in contact renegotiation. It was agreed to raise the previous issues from patient feedback again, bearing in mind that the Practice does not have the option to do nothing, as the contract renewal is due April 2012, and further contract would be for 4 years.
A sample of the Questionnaire for patients was amended to ensure it is just on 1 side of A4 and the Practice has agreed to purchase a number of folders so that patients can complete the questionnaire and submit it without it being read by others either at the Reception desk or in the waiting room.
Parking issues were discussed with SH highlighting that there seemed to be a number of ‘car park’ bandits; patients who park in the Surgery car park but then do not come into the Surgery. CR agreed that space had become an issue since increased parking restrictions had come to force in Formby, but there was limited action that could be taken. The Practice does already have a sign in the car park stating that the car park is for patrons of the Surgery but that it was not feasible to have staff ‘policing’ the car park. DS suggested a leaflet placed on the windscreen may help, but again staff time would be an issue.
Following further discussion it was agreed that, due to limits of space and practical considerations, the issue of car parking would not feature on the present Patient Questionnaire; we would just cover the Waiting Room TV, the Telephone System and the Results pathway.
AW asked about the possibility of requesting her regular medication via e-mail, and CR directed her to the Practice Website, which currently takes Repeat Prescription Requests, but eventually will also allow patients to book appointments through the Internet.
The address of the Website is:
The Group were asked to view the Website and feed back any issues or suggestions.
Meeting closed with no AOB issues.
Next Meeting: 26/3/212 at The Hollies