July 14, 2025
Agenda
Patient Participation Group Meeting Agenda
Date: 14/07/2025
Time: 17.30
Location: Hillview Medical Centre
Chair: Jess Collins – Deputy Practice Manager
1. Welcome
Introductions
2. Practice Update
Staffing changes, new services, operational changes.
3. Access & Appointments
Demand and capacity updates, improvements.
4. Digital Services & Inclusion
Online access, supporting excluded patients.
5. Patient Feedback
Compliments/complaints trends, actions taken.
6. Health Promotion & Community Involvement
Upcoming campaigns
8. PPG Development
Recruitment, role of the PPG, engagement ideas.
9. Any Other Business (AOB)
Open discussion.
10. Date of Next Meeting
Next meeting date TBC
Minutes
Minutes of the Patient Participation Group (PPG) Meeting
Date: 14.07.2025
Time: 17.30
Location: Hillview Medical Centre
Chair: Deputy Practice Manager - Jess Collins
Attendees: Dr. Multani, PPG Members
1. Welcome and Introductions
The Deputy Practice Manager opened the meeting and welcomed all attendees. Members and Dr. Multani introduced themselves, sharing their diverse backgrounds which included nursing, education, and research.
2. Practice Update
Dr. Multani provided an overview of recent staffing changes, including the recruitment of new salaried doctors. Their roles and professional backgrounds were discussed, as well as the partners. Updates were also shared regarding the Additional Roles Reimbursement Scheme (ARRS), which now includes two clinical pharmacists, two first contact physios (FCP) and two physician associates as part of the team. The specific roles and contributions of these staff members were outlined. Updates were also shared about the introduction of the Enhanced Access (EA) service and the proposed future changes to service delivery. In addition, we discussed the proposed changes to the Goldsworth Park site. Plans include the addition of clinical and administrative rooms, as well as a refurbishment of the building to bring it in line with the main site in terms of facilities and standards.
3. Access & Appointments
An update on demand and capacity was shared. The practice outlined its current triage system and how it has evolved. Currently working with NHS England (NHSE) to review our processes. There are ongoing efforts to evaluate and improve this system to enhance patient access and overall service.
4. Digital Services & Inclusion
We discussed initiatives to support digital access for patients. Patients can still call reception if they are unable to access services online. Plans are in place to provide a laptop in the waiting area to support those without digital access, with a particular focus on reaching excluded or digitally vulnerable patients. A question was raised regarding how the practice supports patients who are visually impaired, hard of hearing, or face language barriers. The practice currently uses a language interpretation service, and reception staff are now being trained on how to access and effectively use this service. For patients requiring additional support, the team offers in-person assistance. Patients are invited into the practice where reception staff help manage their appointments—both within the practice and with external services—ensuring they are supported throughout the process.
5. Patient Feedback
Positive feedback was acknowledged regarding recent improvements in both service quality and staff performance. We identified learning outcomes, particularly in addressing service gaps. Reception staff training has been implemented, and medication review processes have been strengthened. The most common complaints received this week have related to appointment availability. Some patients were offered same-day appointments, often within the hour, which they were unable to attend. In these cases, the next available option was a routine appointment, sometimes up to two weeks later. In response, the team are reviewing clinics with the aim of adding more appointments for the following day or within two days to improve accessibility. Concerns were also raised about telephone access, with patients reporting difficulties getting through. To address this, a call-back system has been introduced. Statistics show that this has significantly reduced wait times and improved the overall patient experience.
6. Health Promotion & Community Involvement
The practice plans to hold a COVID-19 vaccination clinic in October. Further details will be communicated to patients in due course.
7. PPG Development
The Deputy Manager raised the importance of increasing patient involvement in the Patient Participation Group (PPG). The team was encouraged to consider ideas or suggestions to help promote engagement and raise awareness of the group. Any proposals to support recruitment or increase visibility of the PPG will be explored further. The practice welcomes any suggestions from the PPG regarding new services or areas for improvement, as patient feedback continues to play a key role in shaping the care we provide.
8. Hillview Charity
The Hillview Charity was originally established with funds generously donated by the Bedsur Twins. Over the years, this charity has supported the purchase of equipment and services to benefit our patients — including the POD machine located in reception and other essential items used within the practice.
The practice is planning to hold another charity event in the near future and would welcome any involvement or support from staff, patients, or the PPG
Meeting Closed: 18.45
Next Meeting: TBC