Minutes of the Patient Participation Group meeting

Thursday 8th October 2020


In Attendance:   Simon Baylis (Chair), Wendy Buggs, Cherie Irvine, Jennifer McCaffery, Stacey Payne, Tony Packham, Janet Wicks




No apologies were received.



Minutes from previous meeting – not discussed.



Matters arising and action points



Surgery update

Cherie introduced Stacey Payne (assistant practice manager) and described how the surgery is operating during the pandemic lockdown. In particular infection control is, not surprisingly, stringent in order to protect staff and patients. This involves a lot of PPE, segregation and cleaning down after consultations. Cherie also described how the triage process works on the telephone and how plans are in place for patients to receive care from other surgeries if Higham Ferrers has to isolate.


Complaints from patients were at about the same level as before lockdown and often about getting appointments.


Referrals were ongoing and flu vaccinations are now being organised (vulnerable patients taking priority).


New staff have been recruited and details will be included in the forthcoming newsletter.


PPG Newsletter

Although the PPG has not met since January a newsletter was published in May. Thanks to Wendy and Cherie for this.


A newsletter has been drafted and will be completed following this meeting.


The draft includes a surgery update on coronavirus and flu vaccine news. Additional information is required on staffing, smear tests and the tracing app.


It was suggested that there should be a more detailed picture of how the surgery is operating in ways that protect patients and staff. What emerged in discussion was that this is more complex and time consuming than people might imagine. Painting a picture of life in the surgery in lockdown would be both informative and reassuring to patients. It should also explain why restrictions that may seem onerous are necessary, thus, perhaps, making complaints less likely.



CQC update

·         A lot of work has been done and improvements made.

·         The surgery is now out of special measures and improving – the latest report can be seen here: https://www.cqc.org.uk/location/1-547103717/inspection-summary#overall


·         CQC have been making compliance phone calls and asking infection control questions




Currently events are not really possible due to the pandemic.



Patient questionnaire and waiting room chats

Again – these activities are on hold. However, perhaps we could consider using some text questionnaires?



Any other business

Referrals - there was some discussion about referrals to specialists and how these are passed on as required.



Date of next meetings

Thursday 19th November 2020 at 1600




PPG Newsletter to be published


Wendy / Cherie

Consideration to how we can collect patient feedback in the pandemic.

Simon / Cherie

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