June 25, 2026

Minutes

Present; RM, CS, HC

Apologies: RP, AW, EK, RMc

FRIENDS AND FAMILY FEEDBACK

Friends and Family Feedback examples:

Positive:

·         Excellent surgery

·         Helpful receptionists

·         Thorough consultations

·         Positive experience

·         Best GP Practice

·         Efficient and supportive

·         Well organised

·         HCA great at taking bloods

·         Appropriate referrals in timely manner

·         Professional and empathetic

·         Considerate and understanding

·         Excellent team

·         All staff work to give their best

Negative:

·         8.30am appt rush

·         Doors open at 8.30 same as first appt

·         Clinic running late – keep patients informed

·         Continuity of care – same GP

·         Lack of Prebookable appts

·         Privacy in reception

·         Longer appts for multiple issues

·         Online access

·         Confidentiality in rooms

·         Car park not big enough

·         Long wait for blood tests

 

We discussed Friends and Family feedback, both positive and negative comments.  RM said that in her experience, feedback has been highly positive and has spoken to patients of other surgeries who seem to have a more negative experience. CS reiterated this and both are very happy with the care they receive by the practice.

BLOOD TESTS

One issue that has been experienced by CS is the lack of timely blood tests at the request of a GP.  She experienced 2-3 weeks wait for the next available appointment. HC explained that since we lost our PCN funded phlebotomist, the role has not been replaced. We have a locum nurse who has a clinic most weeks, but this does not replace the full hours we had previously. CS suggested that if a GP is requesting bloods, they could take them during the consultation.  Whilst this seems an obvious solution, it would mean the consultation running late and have a or this would not be feasible.  Our HCAs are very flexible and if the GP states that the blood test is required urgently, where possible we will try to fit this into their clinic and we do this on a regular basis, but only when specified by the GP as urgent in the next few days.  We are looking into other options to secure more phlebotomy appointments as we are fully aware of the issue.

APPOINTMENT REGIME

We discussed the appointment regime and CS felt it was important to ensure patients are aware of the various types of appointments and how we manage these. HC agreed we can do this and will put together an explanation which can be displayed on the website and also as a hard copy in the waiting room.

We discussed the 8.30am rush, which all felt is inevitable.  If patients are anxious about appointments, especially when having blood pressure taken, it may be useful to book these slightly later so the patient has time to relax in the waiting room before their appointment. RM mentioned the option of 'Call Back' which is available to patients when the phones are busy.

If a patient has more than one problem to discuss with the clinician, they should request a double appointment in order to ensure this is possible.  When the clinician runs over the appointment time, it has a knock-on effect on the remainder of the clinic.

APPOINTMENTS RUNNING LATE

As noted above, if a patient requires extra time with a clinician, this will inevitably have an effect on the rest of the clinic timings.  This may be unavoidable as it may have been an urgent issue or emergency situation.  What we should be doing is keeping waiting patients informed, and I understand this has not always been happening.  We have discussed this at receptionist meetings and have reiterated the importance of ensuring a receptionist is stationed on the front desk.  This is sometimes not possible when we only have 2 receptionists available because of annual leave or sickness.  In this case, answering the telephone is priority as we do not know what is happening at the other end and it may be an emergency. During a recent practice meeting, we discussed the clinicians sending a message to the reception team if they are running late, so that patients can be kept up to date.  If available, receptionists will occupy the front desk and keep a check on events as far as possible.

CONTINUITY OF CARE

Continuity of care is important to us and our patients, however sometimes this is not possible. If a GP requests to see a patient for a review appointment, they may have appointments available to book ahead. If not, then they will send a task to receptionists who can book the appointment when they are available. 

PRIVACY IN RECEPTION

The layout of the waiting room and reception is not ideal for privacy.  However, if a patient requires privacy or does not want to discuss at reception, we will do our best to accommodate them in a private room or area where possible.

INFORMATION IN WAITING ROOM

The surgery has recently been redecorated and new noticeboards installed.  The information for the noticeboards is being reviewed in line with CQC requirements and general information which would be useful to patients.  We feel in the past the boards have been too 'busy' therefore we are looking at reinstalling only the necessary information.  The informatics screen is also being updated and will shortly be reinstalled.  It was suggested that the information reel was slowed to enable time for the information to be read which will be done.  We will trial putting information leaflets on a board and numbered for patients to request at reception rather than having leaflets strewn around the waiting room.

ATTENDANCE/DNA STATS

We discussed displaying attendance and DNA stats which was agreed.

NHS APP / SMS MESSAGING

SMS messaging to patients is changing and will only be partially funded by Integrated Care Board (ICB).  The practice will be required to fund the major cost of these from 30th June 2026.  This will be an extra cost to the practice which will inevitably have a knock-on effect on other aspects of the practice.  The only SMS messages which will not have a cost element will be those viewed via the NHS App.

How it works: If a patient has the NHS App downloaded and notifications activated, any SMS messages sent from the practice will automatically be sent via the NHS App.  This must be viewed through the App by the patient within 24 hours.  If it is not viewed within this timeframe, the message will revert to an SMS message and then be chargeable to the practice.  If a patient does not have notifications activated in the NHS App or does not have the NHS App downloaded, the message will send as an SMS, incurring a cost to the practice. Therefore, it would be preferable for patients to download and use the App ensuring this is checked regularly if expecting a message from the practice (ie if an eConsult has been submitted or a clinician has said they will be in touch.  You can download the App via the link at: https://www.nhsapp.service.nhs.uk/login

Emails are an option, but we need to have a verified email address and note this as your preferred method of communication.  Junk mail should also be checked and not deleted.

BENT HOUSE LANE DEVELOPMENT

The new estate currently under construction at Bent House Lane will have an effect on the practice population.  We have already registered a number of new patients from the estate, and this will continue to increase with further occupation. There are 5 local practices in the area who will be affected. The developers have set aside some funding based on the number of patients registering with each practice from the development, but this can only be accessed by submitting a plan to increase capacity within the practice.  As a small practice with a small footprint, it is not an easy ask and the funding we may receive will not cover any major alterations and will not be available until the development has 100% occupation. At that point we will consider our options.

 

Next meeting: September 2026 TBA