Patient Participation Group

• Chair: Joanna Barnhurst
• Attendees: Joanna Barnhurst, Liz Brereton, Sarah Hills, Patrick Scutt, Eva Johansson, Steve White, Graham Cluer, Eileen Riley, and Clare Light

Welcome & Introductions

• Meeting opened by Joanna Barnhurst.
• Attendees welcomed.
• Confirmation of Sarah Hills as Vice Chair.

Practice Population Overview

• Current patient list: 8,283 patients
• Gender split: Approximately 50/50 male/female
• Age distribution:
  • Majority aged 18–64
  • 18% aged 65+
• Population is stable, with similar numbers joining and leaving annually.
• Area noted as densely populated, with increasing family households.

Population Health

• Long-term conditions:
  • 3 in 8 patients have at least one chronic condition
  • 1 in 7 patients have multiple conditions
• Repeat prescriptions: 32% of patients
• Housebound patients: ~49
• Palliative care patients: 26
• COVID high-risk patients: 329 (approx.)

Care Home Provision

• Practice supports Peony Court (approx. 47 patients).
• Weekly ward rounds undertaken.
• Lower care home burden compared to some practices.

Appointment Activity

• Approx. 4,000 appointments per week
• 33% same-day (urgent) appointments
• Average waiting time: 8.1 days
• Majority of appointments are face-to-face (59%)
• Enhanced access includes evenings and Saturdays.

DNAs (Did Not Attend)

• DNA rate: Approximately 5% (1 in 18 appointments)
• Annual impact:
  • 251 missed appointments
  • 64 hours of wasted clinical time
  • Estimated cost: £7,500

Discussion Points:

• No clear pattern in DNA timing.
• DNAs occur even for same-day appointments.
• Higher impact in:
  • Physiotherapy (longer appointments)
  • Nurse-led clinics (e.g. asthma checks)

DNA Management (Current)

• Text reminders sent to patients.
• Nurses contact regular non-attenders where possible.
• Frequent DNA patients are flagged.
• Follow-up limited due to capacity.

DNA Improvement Actions

Agreed actions:

• Introduce text template to contact patients after DNAs.
• Review DNA data for:
  • Age patterns
  • Booking method (online vs phone)
  • Waiting times
• Target high-impact areas (e.g. physio appointments).
• Reinforce messaging via:
  • Waiting room notices
  • Practice communications (e.g. newsletters)
• Reception team to discuss strategies at upcoming meeting.
• Reception staff to highlight repeat DNAs when booking.

Patient Behaviour & Access

• Possible reasons for DNAs discussed:
  • Forgetting appointments
  • Symptoms improving
  • Long waits
• Late attendance handled at clinician discretion.
• Cancellation options available but not always used.

Practice Developments

• Major extension completed (started August 2025):
  • Additional consultation rooms
  • Improved infection control compliance
  • Refurbished treatment room
  • Staff courtyard area
• Planned improvements:
  • Driveway resurfacing and access improvements
  • Cycle storage installation
  • Patient toilet refurbishment

Workforce Update

• Dr Khan reduced to 6 sessions/week
• Training updates:
  • 3 GP trainees leaving August
  • 3 new trainees arriving
  • Dr Nair now a GP trainer
• Discussed additional PCN roles:
  • GP assistant (Bayo) supporting admin and basic clinical tasks
  • Pharmacist and wider multidisciplinary team in place

Patient Communication & Engagement

• Newsletter feedback:
  • Too long → aim for shorter (max 2 pages)
• Plans to:
  • Update patient questionnaire
  • Review Friends & Family feedback
• Suggestion to include DNA awareness article in local magazine.

Other Business

• Accessibility:
  • Blue badge holders can park on yellow lines outside practice
• Security:
  • CCTV installed
  • Measures planned to deter trespassing
• Suggestion raised for improved drop-off options (not currently feasible due to council restrictions)

Next Meeting

• Proposed date change:
  • From 9th September → 16th September

The group shall be known as the Stovell House Surgery Patient Participation Group (PPG).

Purpose

The PPG exists to:

• Provide a forum for patients to make positive suggestions about the practice/organisation.
• Strengthen the relationship between patients, GPs, and practice staff.
• Improve communication and understanding between the practice and the community.
• Support the practice in delivering high-quality, patient-centred care.
• Act as a “critical friend” to the practice by offering constructive feedback.
• Contribute to the development of new services and initiatives.
• Promote health and wellbeing initiatives within the community.

Membership

• Membership is open to all registered patients of the practice.
• Efforts will be made to ensure representation from different age groups, backgrounds, and sections of the community.
• The practice manager and/or nominated staff will attend to support and facilitate meetings.
• Membership is voluntary and unpaid.

Roles and Responsibilities

The PPG will:

• Consult with the practice on service development and improvement.
• Provide feedback on patient experiences.
• Act as a communication channel between the practice and the wider patient population.
• Help organise patient surveys and support health promotion events.

The Practice will:

• Provide information about services, developments, and performance where appropriate.
• Listen to and respond to feedback from the group.
• Support the administration of the PPG.

Meetings

• The PPG will meet quarterly on Microsoft Teams.
• Additional meetings may be convened if necessary.
• An agenda will be circulated in advance, and minutes will be taken and shared.
• A quorum will be TBC at next meeting

Governance

• The group may elect a Chair, Vice-Chair, and Secretary annually, if appropriate.
• Decisions will normally be made by consensus.
• Where a vote is required, each patient member will have one vote, and decisions will be carried by simple majority.

Confidentiality

• Patient-identifiable or confidential business information will not be discussed outside the group.
• Members must respect confidentiality at all times.

Review

These Terms of Reference will be reviewed annually to ensure they remain relevant and up to date

Welcome to the Patient Participation Group (PPG) of Stovell House Surgery. This group has been established to encourage open communication between patients and the practice staff, ensuring that patient voices are heard and that services are shaped to meet the needs of the community. We aim to work together to improve the quality of care, provide support and information to patients, and foster a stronger relationship between patients and healthcare providers.

The name of the group shall be Stovell House Surgery Patient Participation Group (PPG).

Purpose

The purpose of the PPG is to:

• Act as a representative forum for patients to express views and feedback about services.
• Collaborate with practice staff to enhance healthcare delivery.
• Help distribute information about health services, campaigns, and initiatives.
• Support patient involvement in healthcare decisions.

Membership

• Open to all patients registered with Stovell House Surgery.
• Practice staff may attend meetings in an advisory role but shall not have voting rights.
• Members are encouraged to attend meetings regularly and participate actively.
• Membership is free, voluntary, and inclusive.

Code of Conduct for Members

To ensure a respectful, supportive, and effective environment, all members agree to:

• Treat all members, staff, and guests with respect and courtesy.
• Respect confidentiality of personal information shared within the group.
• Participate constructively and listen to others’ opinions.
• Avoid disruptive or discriminatory behaviour.
• Represent the views of the group fairly when communicating outside meetings.
• Declare any conflicts of interest related to group matters.

Committee

• The committee will consist of:
  • Chairperson
  • Vice Chairperson
  • Secretary
  • Treasurer (if applicable)
  • Other roles as agreed.
• Committee members are elected annually by PPG members.
• Committee members should serve in an unbiased and responsible manner.

Meetings

• The group shall meet at least quarterly with additional meetings as needed.
• Meetings will be chaired by the Chairperson or, if absent, the Vice Chairperson.
• A quorum for decision-making will be 5 of members.
• Minutes will be recorded and circulated to all members within two weeks of the meeting.

Decision-Making

• The group aims to reach decisions by consensus where possible.
• When voting is required, decisions will be made by a simple majority of members present.
• Each member has one vote.

Communication

• Information about meetings, activities, and health news will be shared by email, newsletters, or noticeboards.
• The PPG acts as a communication bridge between patients and the practice.

Finance

• Funds raised or donated will be used only to support PPG activities.
• The Treasurer will keep accurate accounts and report regularly to members.
• Financial records will be available for review by members on request.

Amendments

• Amendments to this constitution require a two-thirds majority vote at a quorate meeting.
• Proposed changes must be circulated to members at least 14 days before the vote.

Dissolution

• The group may be dissolved by a two-thirds majority vote at a quorate meeting.
• Remaining funds will be donated to a charity or health-related cause agreed upon by the group.