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
Apologies were received from several members. The group discussed the potential use of Artificial Intelligence to summarise meeting minutes for public sharing, with anonymisation of personal details. A trial was agreed.
2. Action Tracker Review
The Action Tracker was reviewed and confirmed to remain as an appendix to the minutes. Key updates included:
- Call Disconnection Issues: No faults found by the phone provider. Future incidents should be reported with exact time and date.
- Missed Appointment Data: To be published on Facebook once the Digital Communications Lead is fully onboarded.
- Telephone Appointment Timing: Patients are given a two-hour window for callbacks. Suggestions were made to improve communication around expected call times.
- Blood Test Access and App Updates: Work is ongoing to publicise Walton Hospital as a blood test location and correct NHS App information regarding Grassmoor Surgery.
- Urgent Appointment Delays: A case was raised where a patient flagged for urgent care received a delayed appointment. Without patient details, follow-up was limited.
- Steering Group Membership: A new member was formally welcomed.
- PPG Guidebook: To be recirculated to members.
3. Practice Update
CQC Visit Preparation
Brooklyn surgery is due for a full Care Quality Commission inspection. Staff and PPG members may be interviewed. The management team is confident in their governance and audit processes.
Telephony and Staffing
- February saw record call volumes handled, with improvements attributed to cloud-based telephony.
- 2,800 patients used the callback feature, with a high success rate.
- Staffing in the call centre is increasing, expected to improve wait times.
Appointments and Complaints
- Appointment availability has increased, supported by additional funding.
- Complaints are being managed within the expected timeframe.
- Friends and Family Test scores remain strong, averaging around 85 percent.
Quality Outcomes Framework (QOF)
- RPC meets 100 percent of targets in 23 out of 26 categories.
- Challenges remain in baby immunisations, cervical screening, and mental health reviews.
- Efforts to improve cervical screening include a successful awareness video campaign.
4. Communications Strategy
The Digital Communications Lead is conducting an audit of RPC’s communication approach. Key discussion points included:
- Visibility of Information: Suggestions were made to improve signage and use of TV screens in waiting areas.
- Newsletter and Printed Materials: A practice handbook was proposed to summarise services and clinicians.
- Digital Channels: RPC currently uses Facebook, Instagram, LinkedIn, and YouTube. TikTok is under review due to data concerns. WhatsApp was suggested as a secure alternative.
- Inclusivity: Emphasis was placed on reaching both digitally engaged and digitally excluded patients. A focus group for younger patients was proposed.
- Regular Review: Communications strategy will be revisited quarterly.
5. Questions for the Practice
- Use of Artificial Intelligence: RPC is trialling AI tools like Co-pilot for non-clinical tasks. Patient data is not currently used due to NHS restrictions.
- Digital Triage Systems: New systems are being explored to streamline appointment booking and symptom assessment.
- Impact of NHS Structural Changes: The group discussed potential implications of NHS England’s integration with the Department of Health and Social Care and ICB staff reductions. No immediate impact on RPC’s financial model is expected.
6. Green Paper on Benefits Reform
Concerns were raised about the potential impact of proposed benefits reforms on GP workload. The requirement for medical evidence may increase patient demand for appointments. The group discussed how this could affect RPC and its clinicians.
7. Other Business
- Misinformation Online: The group discussed misleading health products advertised on social media.
- Upcoming Guests: Pharmacy Operational Lead and new Clinical Director will attend the next meeting.
- AGM Notice: The next meeting will also serve as the Annual General Meeting.
Next Meeting
Date: Thursday 17 April 2025
Time: 4pm–6pm
Location: Microsoft Teams
Format: Joint-PPG and Annual General Meeting
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