This meeting 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.
1. Introductions and Apologies
A new Digital Communications Lead was introduced, with a background in local government and sports communications. His role focuses on improving internal and external communications.
Apologies were received from two patient members of the PPG.
2. Practice Updates
Quality and Performance
- RPC’s performance under the Quality & Outcomes Framework (QOF) is strong, particularly in learning disability reviews and long-term condition management.
- The Integrated Care Board (ICB) praised RPC’s cancer care data and overall quality assurance.
- Cloud-based telephony has improved call handling, reducing wait times and increasing answered calls.
Appointments and Access
- 92% of appointments are within 14 days (above national and regional averages).
- 78% are face-to-face, significantly higher than the national average.
- Appointment availability is supported by a mixed clinical model including nurse practitioners and specialists.
Complaints and Feedback
- Complaints have decreased since July 2024, with most concerns related to access rather than care quality.
- Friends and Family Test scores remain consistently high (80–90%).
Telephony System Enhancements
- New features include call-back options and linked patient records, improving efficiency.
- Data shows 83% of calls are answered, with significant reductions in missed calls and wait times.
3. Operational Challenges and Improvements
Missed Appointments
- Missed appointments remain a concern, with financial implications. Suggestions include publicising data and exploring safeguarding issues for children.
High Intensity User Project
- A new initiative aims to reduce Emergency Department attendances by identifying gaps in care and improving community support.
Recruitment and Infrastructure
- New clinical staff are joining RPC, and funding is being sought to expand administrative support and upgrade equipment.
- Accessibility issues at certain surgeries were discussed, including broken check-in machines and limited space for mobility aids.
4. PPG Matters
Committee Updates
- A new member was welcomed to the PPG committee.
- A proposal was made to use an action tracker to monitor progress on meeting items.
Recycling Initiative
- Boots’ blister pack recycling scheme was discussed, with concerns about its marketing-driven nature.
5. Communication and Engagement
Improving Patient Communication
- Efforts are underway to improve awareness of appointment booking systems and reduce peak-time call congestion.
- Suggestions included posters in surgeries and clearer guidance on what constitutes an urgent appointment.
Digital Access
- Concerns were raised about the NHS App’s functionality and inconsistencies across RPC sites.
- The possibility of sending targeted SMS messages to patients to promote PPG involvement and share updates was explored.
6. Health Inequality and Community Projects
- Updates were shared on local initiatives including walking groups, gardening projects, and plans to reopen a community centre for health services.
- A new clinic for atrial fibrillation and pre-diabetes has been launched.
7. Other Business
- Concerns were raised about communication systems and appointment booking difficulties.
- Positive feedback was shared about staff professionalism and care quality.
- The group discussed the potential involvement of external stakeholders and future guest speakers.
Next Meeting
Date: Thursday 20 March 2025
Time: 4pm–6pm
Location: Microsoft Teams