This meeting and AGM was held via Microsoft Teams and included PPG members and RPC staff representatives. Meeting minutes are reviewed for accuracy and fairness, and personal information is redacted for compliance with UK GDPR.
Annual General Meeting
- The 2024 AGM minutes were approved with no matters arising.
- The committee was re-elected unopposed:
- Chair
- Vice Chair
- Secretary
- Committee Member
- The Chair’s annual report was noted with no further discussion.
PPG Meeting
1. Practice Update
CQC Inspection
- Brooklyn Surgery received a “Good” rating in all categories, with “Caring” and “Well Led” nearing “Outstanding.”
- Improvements to facilities and individual policies were identified as areas for development.
- The result was celebrated internally and shared publicly.
Telephony and Appointments
- Incoming calls doubled from 8,000 in December to over 16,000 in March and April due to the new cloud-based system.
- While this improved access, it also increased wait times.
- Appointment data showed nearly 70 percent were face-to-face, supported by stable GP staffing.
Complaints and Feedback
- Complaints rose in March but decreased in April.
- Friends and Family Test responses in April showed 87–90 percent of patients would recommend RPC.
QOF Performance
- RPC achieved 25 out of 26 Quality Outcomes Framework targets, with childhood immunisations the only area not met due to vaccine hesitancy.
Covid Booster Uptake
- Uptake has declined, attributed to reduced eligibility and general fatigue.
- RPC focused on care homes and housebound patients.
Health Promotion
- A new mental health video was released, following the success of last year’s cervical screening campaign.
Appointment System Review
- Persistent delays and continuity issues are being addressed, with changes expected in the next one to two months.
2. PCN Update: High Intensity User Programme
A 12-month pilot project aims to reduce avoidable hospital admissions by identifying and supporting patients who frequently use emergency services. Key points:
- 372 patients identified across RPC practices.
- Focus on top 10 cases initially.
- Collaboration with EMAS, 111, A&E, and community teams.
- A dashboard is being developed to support care coordination.
- A six-month review is scheduled for August.
3. Digital Communication and Access
Appointment Reminders
- The effectiveness of text reminders is under review.
- Alternatives like email and NHS App notifications are being considered.
NHS App Feedback
- Patients reported difficulty booking specific appointments and a lack of messaging functionality.
- Improvements are being explored.
Barrow Hill Health Hub
- RPC will operate two clinical rooms at the new hub, offering services such as smear tests and health improvement clinics. Other providers will also use the space.
4. PPG Matters
Patient Information Network
- Launch deferred pending further discussions with the Trust.
Recruitment
- Some interest shown, but follow-up has been limited.
- Suggestions included adding phone number fields to the web form and increasing visibility in surgeries.
Action Tracker Updates
- Callback timeframes and wellbeing session notices are under review.
- YouTube content will be expanded via the Trust’s existing channel.
- Digital triage tools are being evaluated, with PPG input welcomed.
- The Trust acknowledged concerns about commercial promotion of hidden disability lanyards.
5. Questions for the Practice
- Equipment Failures at The Grange: Lift and screen issues were due to delayed parts and contract renewals. Apologies were issued.
- HbA1c Test Errors: Concerns were raised about incorrect diabetes diagnoses due to faulty lab equipment. RPC will investigate how many patients were affected.
6. Other Business
- Phone System Education Campaign: A new campaign will explain how to use the phone system and triage process effectively.
- Meeting Format Feedback: Suggestions were made to shorten meetings and limit speaking time. The use of AI to produce concise summaries was supported.
- Closing Remarks: The new Head of Operations found the meeting insightful and appreciated the opportunity to observe patient perspectives.
Next Meeting
Date: Thursday 19 June 2025 (subsequently cancelled)
Time: 4pm-6pm
Location: Microsoft Teams
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