Patient Participation Group

• Chair: Steve White
• Attendees: Joanna Barnhurst (Practice Manager), Graham Cluer, Eileen Riley, Liz Brereton, Sarah Hills, Eva Johansson, Pat Meeneghan & Patrick Scutt
• Apologies: Claire Light

Did Not Attend (DNA) Appointments

• Practice continues to monitor missed appointments, particularly physiotherapy appointments.
• Reception team now telephones patients before physiotherapy appointments to encourage attendance.
• Posters displayed in the surgery showing impact of missed appointments.
• Surgery social media accounts have been created to share information and raise awareness.
• DNA rates remain largely unchanged.
• Frequent non-attenders will be reviewed and supported where appropriate.
• DNA data to remain a standing agenda item and reviewed quarterly.

Flu Vaccination Programme

• Flu invitations have been sent to eligible over-65 patients.
• Main flu clinic scheduled for 10 October 2026.
• Patients can also receive flu vaccinations through pharmacies.
• Practice highlighted increasing challenges in delivering flu clinics due to funding changes and vaccine supply arrangements.
• COVID vaccinations are not provided by the surgery.

Practice Update

• Building works largely completed:
  • New driveway finished.
  • Accessibility improvements underway, including handrails and bicycle rack.
  • New patient toilet installed.
  • Air conditioning installed throughout the building.
• Staffing changes:
  • New GP trainees have joined the practice.
  • One secretary has left and been replaced internally.
  • Current staff total approximately 40 employees serving around 8,200 patients.

Friends and Family Feedback

• Over 400 patient responses received each month.
• Common suggestions included:
  • Improved accessibility.
  • Better communication.
  • More comfortable waiting area.
  • Updates on doctor delays.
• Practice reviews suggestions regularly and implements improvements where possible.
• Feedback is used to support CQC requirements and service improvement.

Patient Registration Process

• New patient registrations are now primarily completed online.
• Registration system uses postcode boundary checks.
• Online registration has simplified the process, but members raised concerns about potential misuse.
• Discussion held regarding NHS digital records and registration procedures.

Online Appointment Booking

• Members requested easier online booking and rebooking of nurse and specialist appointments.
• Joanna agreed to explore:
  • Online physiotherapy booking.
  • More online nurse appointment availability.
  • Sending booking links directly with appointment reminders where possible.

Accessibility and Communication

• Discussion regarding support for patients with hearing impairments.
• Practice reminded members that reasonable adjustments can be recorded on patient records.
• Induction loop available at reception.
• Preferred communication methods can be added to patient records.

Any Other Business

• Information provided regarding the Addiscombe Triangle noticeboard and local community contacts.
• Members thanked Joanna and the team for ongoing improvements and support

Next Meeting

• 9 December 2026 at 3:00pm (via Teams).

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.