Patient Participation Group

MINUTES OF THE PATIENT PARTICIPATION GROUP (PPG) MEETING HELD IN THE MEETING ROOM AT BSHC – MONDAY 13th OCTOBER 2025 at 18:00

In attendance:

• Kevin Tombeur (KT) Practice Operations Manager – Interim Chair
• Caroline Langdon (CL)
• Jason Curtis (JC)
• Natalie Cook (NC)

Apologies: None

Discussion and Decision Action
The PPG welcomed JC to the group as it was his first attendance. A general reminder was given by KT at the start of the meeting to advise the purpose of the Patient Participation Group (PPG) is to ensure that patients and carers are involved in decisions about the practice so it can work as well as it can for patients and staff. It is not for discussing matters relating to specific individuals or for raising individual complaints. This was understood by all.

Item 1 – Previous Minutes
The previous minutes were read by CL and NC who agreed as a true and accurate reflection of the previous meeting. Nil issues or queries raised. Nil amendments requested.

Item 2 – Telephone Calls Update
KT provided some statistics from the telephone system. In August ’25 the number of answerable incoming calls was 177 per day with 81% answered within 10 minutes. The practice received an average of 34 calls between 08:00 and 08:10am. In September ’25 the number of answerable incoming calls was 198 per day with 78% answered within 10 minutes. The practice received an average of 36 calls between 08:00 and 08:10am.

Item 3 – Leavers/ Joiners & Recruitment
KT informed the group of the following:

• Ian Kennedy (Paramedic Practitioner) will be leaving the practice in October.
• Dr Akther will be joining the practice in November to fill the vacant position.
• Hari (Reception/Admin) will be leaving the practice at the end of October.

JC asked if the practice had any difficulty recruiting a GP, KT said that this wasn’t a problem as we already knew Dr Akther as he has worked for the practice before.

Item 4 – PPG (Patient Participation Group) Promotion
The practice continues to promote the Patient Participation Group with posters on noticeboards in both waiting rooms, on the TV screen, and a page on the practice website. Simon from Healthwatch had come to the practice on the 1st of October to promote the PPG and this had led to some people expressing interest, and also to JC attending attending for the first time.

Item 5 – CQC Inspection
KT informed that the group that the practice had achieved a CQC overall as Good, with an Outstanding in the Caring domain, and this was a result of the whole practice team. The PPG wished to pass on their congratulations to the whole practice.

Item 6 – Eating & Drinking in the Waiting Room
NC suggested that the practice put up signs asking people not to eat or drink in the waiting rooms, especially as there a lots of coffee bars close by that people can use after their appointments. The group discussed the manners, that people should be able to hydrate for their appointments, especially for blood and urine tests, and also the difficulties in policing the request. KT agreed to take the suggestion to the Senior Management Team.

Item 7 – Effects of the October 1st Changes to GP Contracts
The group discussed the effects on the changes to the GP Contract meaning that all online forms such as the practice’s Ask The GP and Ask Reception forms have to remain open during contractual hours, and practices have to respond within 1 working day.

Item 7 – AOB
Nil.

The Next PPG will be held on Monday 8th December 25 at 1800-1900

Kevin Tombeur
Practice Operations Manager – Interim Chair
Meeting Closed: 19:05

MINUTES OF THE PATIENT PARTICIPATION GROUP (PPG) MEETING HELD IN THE MEETING ROOM AT BSHC – MONDAY 11th AUGUST 2025

In attendance:

• Kevin Tombeur (KT) Practice Operations Manager – Interim Chair
• Caroline Langdon (CL)
• Ann Wilson (AW)
• Natalie Cook (NC)

Apologies: None

Discussion and Decision Action
KT Welcome NC to the group as it was her first attendance. A general reminder was given by KT at the start of the meeting to advise the purpose of the Patient Participation Group (PPG) is to ensure that patients and carers are involved in decisions about the practice so it can work as well as it can for patients and staff. It is not for discussing matters relating to specific individuals or for raising individual complaints. This was understood by all.

Item 1 – Previous Minutes
The previous minutes were read by CL who agreed as a true and accurate reflection of the previous meeting. Nil issues or queries raised. Nil amendments requested.

Item 2 – Telephone Calls Update
KT provided some statistics from the telephone system. In June ’25 the number of answerable incoming calls was 175 per day with 83% answered within 10 minutes. The practice received an average of 41 calls between 08:00 and 08:20am. In July ’25 the number of answerable incoming calls was 177 per day with 79% answered within 10 minutes. The practice received an average of 38 calls between 08:00 and 08:20am.

Item 3 – Leavers/ Joiners & Recruitment

KT informed the group of the following:

• Ian Kennedy (Paramedic Practitioner) will be leaving the practice in October.
• CL asked how Hari (Receptionist) and Michaela (Nurse) are getting on since they started in May. KT said that both patients and management are very happy with them, and they’re fitting in well.

Item 4 – PPG (Patient Participation Group) Promotion
The practice continues to promote the Patient Participation Group with posters on noticeboards in both waiting rooms, on the TV screen, and a page on the practice website. KT will invite Simon from Healthwatch to come and visit the practice again to promote the PPG and CL has kindly agreed to help him. NC said that she found out about the PPG from the posters on the noticeboards at the practice, and that she then used the practice website to find out more about the group, including reading previous minutes.

Item 5 – CQC Inspection
KT thanked CL for having volunteered to be interviewed by the Quality Care Commission during the recent inspection of the practice at the end of July 2025. CL said that she wasn’t aware of a call from the CQC and hadn’t spoken to them. KT explained the process of the inspection and informed the PPG that the practice hadn’t yet had the full report from the CQC, but that the rating would be published on the CQC website and in the reception area of the practice.

Item 6 – Increasing uptake of the NHS App
The group discussed trying to increase uptake of the NHS App amongst patients. NC said that it would be good to have a workshop for those who are afraid that it would be difficult to set up and use the App.

Item 7 – AOB
Nil

The Next PPG will be held on Monday 13 October 25 at 1800-1900

Kevin Tombeur
Practice Operations Manager – Interim Chair
Meeting Closed: 19:10

MINUTES OF THE PATIENT PARTICIPATION GROUP (PPG) MEETING HELD IN THE MEETING ROOM AT BSHC – MONDAY 9th JUNE 2025

In attendance:

• Elena Orr (EO) Practice Operations Manager – Interim Chair
• Caroline Langdon (CL)
• Miriam Sparkes (MS)

Apologies: Kevin Tombeur (KT)

Discussion and Decision Action
A general reminder was given by EO at the start of the meeting to advise the purpose of the Patient Participation Group (PPG) is to ensure that patients and carers are involved in decisions about the practice so it can work as well as it can for patients and staff. It is not for discussing matters relating to specific individuals or for raising individual complaints. This was understood by all.

Item 1 – Previous Minutes
The previous minutes were read by EO and agreed as a true and accurate reflection of the previous meeting. Nil issues or queries raised. Nil amendments requested.

Item 2 – Telephone Calls Update
EO provided some statistics from the telephone system showing that call volumes continue to increase particularly in the first hour of the day and on Monday, and that average waiting times, particularly for those calling before 9am are increasing. In February ’25 the number of incoming calls was 253 per day with 79% answered within 10 minutes. In March ‘25 the number of incoming calls was 249 per day with 76% answered within 10 minutes. In April 25 the number of incoming calls was 184 per day with 78% answered within 10 minutes.

Item 3 – Leavers/ Joiners & Recruitment
EO informed the group of the following:

• Michela (Nurse) has started work on 01 May 2025.
• Hari (Receptionist/Administrator) has started work on 19 May 2025.
• No leavers.

Item 4 – Automated 24/7 Check and Cancel on the phone system
The automated 24/7 check and cancel feature on the phone system is now fully operational. This service allows patients to check or cancel their appointments at any time, day or night, using the phone system. This means patients no longer need to wait for practice opening hours to manage their appointments, making it more convenient and helping to reduce missed appointments. The system is easy to use and guides callers through a few simple steps to confirm or cancel their booking quickly and securely. The patient needs to use the telephone number which is on the patient medical records. EO has provided CL and MS with an informational leaflet to take away for reference. This new service is also being promoted across multiple platforms, including the practice website, printed leaflets, and the patient information screen, to ensure patients are fully aware and able to make use of it.

Item 5 – PPG (Patient Participation Group) Promotion
EO mentioned the PPG (Patient Participation Group) promotion efforts have recently been supported by Simon from Healthwatch, who spent four hours at the surgery last week engaging with patients and encouraging new members to join. His conversations were well received and helped raise awareness of the group’s role in shaping and improving services. Simon has kindly offered to return and repeat the session, potentially alongside a current PPG member to provide further insight. To make involvement even more accessible, it’s also been suggested that future PPG meetings be run via Microsoft Teams, allowing patients to attend virtually from the comfort of their own homes. Unfortunately, there were no new members

Item 6 – Prescription Tracking now available on the NHS App
EO explained the Prescription tracking is now available on the NHS App, allowing patients to easily monitor the status of their prescriptions in real time. This new feature provides updates from the moment a prescription is issued to when it’s ready for collection at the pharmacy, offering greater transparency and convenience. It helps reduce uncertainty and the need to call the practice or pharmacy for updates, making the process more efficient for both patients and staff. Mainly available for Boots and a few others.

Item 7 – AOB
CL informed the group that, as mentioned at the last meeting, she had contacted Prostate Cancer UK, who kindly sent leaflets for distribution. She took the initiative to go out and hand these out to people in the local area. Additionally, Prostate Cancer UK provided a specific leaflet highlighting that 1 in 4 Black men will get prostate cancer, which CL also distributed within the community to help raise awareness. EO asked both CL and MS if they would be happy for the CQC inspector to contact them with questions ahead of the upcoming inspection. Both agreed that they would be happy to assist. EO confirmed she would put their names forward and assured them she would inform them who would be contacting them, as well as confirm whether they were comfortable with their mobile numbers being shared. MS asked if her mobile number could be used instead of the landline number. EO confirmed that this would be fine and said she would add an alert to MS’s medical records to reflect the change.

The Next PPG (Patient Participation Group) will be held on Monday 11 August 25 at 1800-1900

Elena Orr
Practice Manager – Interim Chair
Meeting Closed: 19:00

MINUTES OF THE PATIENT PARTICIPATION GROUP (PPG) MEETING HELD IN THE MEETING ROOM AT BSHC – MONDAY 14th APRIL 2025

In attendance:

• Kevin Tombeur (KT) Practice Operations Manager – Interim Chair
• Caroline Langdon (CL)

Apologies: None

Discussion and Decision Action
A general reminder was given by KT at the start of the meeting to advise the purpose of the Patient Participation Group (PPG) is to ensure that patients and carers are involved in decisions about the practice so it can work as well as it can for patients and staff. It is not for discussing matters relating to specific individuals or for raising individual complaints. This was understood by all.

Item 1 – Previous Minutes
The previous minutes were read by CL and agreed as a true and accurate reflection of the previous meeting. Nil issues or queries raised. Nil amendments requested.

Item 2 – Telephone Calls Update
KT provided some statistics from the telephone system showing that call volumes continue to increase particularly in the first hour of the day and on Monday, and that average waiting times, particularly for those calling before 9am are increasing. In April ‘25 the number of incoming calls was 236 per day with 76% answered within 10 minutes. The average time to answer was 8m40s.

Item 3 – Leavers/ Joiners & Recruitment
KT informed the group of the following:

• Michela, Nurse, has joined the practice, and after completing her mandatory training is now
  seeing patients.
• Hari, Administrator/Receptionist is due to start at Broad Street Health Centre on the 19th May.

Item 4 – PPG Promotion
There is now a video promoting the PPG on the television screen in the main waiting room. CL said that she had seen the PPG information and video on the TV screen and thinks it’s good. Also Simon from Healthwatch is due to attend the practice the week before the next PPG to speak to patients and promote the PPG.

Item 5 – Booking Test Results Appointments Made Easier.
KT explained that after receiving feedback from patients we have changed the appointment structure to make it easier for patients to book appointments for test results when they have received a message from the practice to book an appointment. The message will include a link where the patient can book their appointment on a smartphone, and the availability of the appointments has been improved.

Item 6 – Automated 24/7 Check & Cancel Coming Soon
A new feature on our telephone system is due to be installed in the next few days. Patients will be able to call the main surgery number at any time of day or night, whether the surgery is open or closed, and check appointment times or cancel an existing appointment using an automated system without having to wait to speak to a receptionist.

Item 7 – AOB
CL said that introductory message on the phones is too long and contains a lot of information about a separate service, the Reading Urgent Care Centre. KT explained that unfortunately we have to have this information as we receive many calls for the Reading Urgent Care Centre as patients do not always understand the difference between the RUCC and BSHC. Having this message means our receptionist have to answer fewer calls, leading to shorter overall waiting times.

Kevin Tombeur
Practice Operations Manager – Interim Chair
Meeting Time: 18:00-19:00

MINUTES OF THE PATIENT PARTICIPATION GROUP (PPG) MEETING HELD IN THE MEETING ROOM AT BSHC – MONDAY 14th APRIL 2025

In attendance:

• Kevin Tombeur (KT) Practice Operations Manager – Interim Chair
• Caroline Langdon (CL)

Apologies: Miriam Sparkes

Discussion and Decision Action
A general reminder was given by KT at the start of the meeting to advise the purpose of the Patient Participation Group (PPG) is to ensure that patients and carers are involved in decisions about the practice so it can work as well as it can for patients and staff. It is not for discussing matters relating to specific individuals or for raising individual complaints. This was understood by all.

Item 1 – Previous Minutes
The previous minutes were read by CL and agreed as a true and accurate reflection of the previous meeting. Nil issues or queries raised. Nil amendments requested.

Item 2 – Telephone Calls Update
KT provided some statistics from the telephone system showing that call volumes continue to increase particularly in the first hour of the day and on Monday, and that average waiting times, particularly for those calling before 9am are increasing. In February ’25 the number of incoming calls was 253 per day with 79% answered within 10 minutes. In March ‘25 the number of incoming calls was 249 per day with 76% answered within 10 minutes. C.L. said that she had had good a experience using the Call Back feature on the telephone system.

Item 3 – Leavers/ Joiners & Recruitment
KT informed the group of the following:

• Dr Maroof will now be working at the practice 5 days per week.
• Godswill (Healthcare Assistant) will be working 4 days per week at Broad Street Health Centre.
• Kingsley (Administrator/Receptionist) will be leaving the practice on 25/4/25.
• Shannon (Nursing Associate) is now on study leave until September 2026.
• Michela (Nurse) will start working from 01/05/2025.

The practice is currently recruiting for a full-time Receptionist/Administrator.

Item 5 – Early Cancer Quality Improvement Scheme
KT discussed the Early Cancer Quality Improvement Scheme with the group. Men with afro-carribean ancestry over 40 were invited to take a PSA blood test. Of those that did 11% had raised PSA levels, and 3 were referred on a 2 week wait referral. Men in this group and women from India, Sri-Lanka and Pakistan eligible for smear tests were invited to talks from Dr Adeleye and Dr Patel respectively. Four men attended the talk by Dr Adeleye.

Item 5 – PPG Promotion
KT reported that BHSC has new leaflets in the patient leaflet display as well as new posters in both waiting rooms. In addition, Simon from Healthwatch said he would do some promotion at the surgery to inform patients about the PPG.

Item 6 – Test results booking made easier
KT explained that after receiving feedback from patients we have changed the appointment structure to make it easier for patients to book appointments for test results when they have received a message from the practice to book an appointment. The message will include a link where the patient can book their appointment on a smartphone, and the availability of the appointments has been improved.

Item 7 – Ask Reception & Ask The Doctors webpages
KT informed the group that the Ask Reception webpage form is still active and the practice has been receiving queries via our website. The Ask the Practice which includes medical queries has been implemented and patients are now able to access the clinical team using this.

Item 8 – AOB
CL informed the group that following the discussions about prostate cancer at the February meeting of the PPG she has contacted Prostate Cancer UK, who will send some leaflets for distribution. KT agreed that some leaflets could be put in the leaflet display at BSHC.

Kevin Tombeur
Practice Operations Manager – Interim Chair
Meeting Time: 18:00-19:00

MINUTES OF THE PATIENT PARTICIPATION GROUP (PPG) MEETING HELD IN THE MEETING ROOM AT BSHC – MONDAY 17th FEBRAURY 2025

In attendance:

• Kevin Tombeur (KT) Practice Operations Manager – Interim Chair
• Ann Wilson (AW)
• Caroline Langdon (CL)

Discussion and Decision Action
A general reminder was given by KT at the start of the meeting to advise the purpose of the Patient Participation Group (PPG) is to ensure that patients and carers are involved in decisions about the practice so it can work as well as it can for patients and staff. It is not for discussing matters relating to specific individuals or for raising individual complaints. This was understood by all.

Item 1 – Previous Minutes
The previous minutes were read by AW agreed as a true and accurate reflection of the previous meeting. Nil issues or queries raised. Nil amendments requested.

Item 2 – Telephone Calls Update
KT provided some statistics from the telephone system showing that call volumes continue to increase particularly in the first hour of the day and on Monday, and that average waiting times, particularly for those calling before 9am are increasing. In December ’24 the number of incoming calls was 230 per day with 77% answered within 10 minutes. In January ‘25 the number of incoming calls was 234 per day with 72% answered within 10 minutes. C.L. said that she had had good a experience using the Call Back feature on the telephone system.

Item 3 – Leavers/ Joiners & Recruitment
KT informed the group of the following:

• Dr Jadoon has left the practice.
• Godwill (Healthcare Assistant) will be working extra days at Broad Street Health Centre.
• Marta will be working extra hours as a Care Coordinator.
• The practice is advertising for a GP and a Practice Nurse.

Item 5 – Early Cancer Quality Improvement Scheme
KT discussed the Early Cancer Quality Improvement Scheme with the group. Men with afro-carribean ancestry over 40 were invited to take a PSA blood test. Of those that did 11% had raised PSA levels. Men in this group and women from India, Sri-Lanka and Pakistan eligible for smear tests were invited to talks from Dr Adeleye and Dr Patel respectively.

Item 5 – PPG Promotion
KT reported that BHSC has new leaflets in the patient leaflet display as well as new posters in both waiting rooms. In addition, Simon from Healthwatch said he would do some promotion at the surgery to inform patients about the PPG.

Item 6 – Patient Segmentation
KT informed the group that the practice has installed Johns-Hopkins patient segmentation is ongoing. All patients in the Red groupings will be considered for care plans, and the practice is looking to implement changes to the Care Navigation based on a patient’s segmentation.

Item 7 – Ask Reception & Ask The Doctors webpages
KT informed the group that the Ask Reception webpage form is still active and the practice has been receiving queries via our website. The Ask the Practice which includes medical queries has been implemented and patients are now able to access the clinical team using this.

Item 8 – AOB
Kevin Tombeur
Practice Operations Manager – Interim Chair
Meeting Time: 18:00-19:00

MINUTES OF THE PATIENT PARTICIPATION GROUP (PPG) MEETING HELD IN THE MEETING ROOM AT BSHC – MONDAY 7th JANUARY 2025

In attendance:

• Kevin Tombeur (KT) Reception Manager – Interim Chair
• Shannon Sumner (SS) Nursing Associate
• Ann Wilson (AW)

Apologies: Caroline Langdon

Discussion and Decision Action
A general reminder was given by KT at the start of the meeting to advise the purpose of the Patient Participation Group (PPG) is to ensure that patients and carers are involved in decisions about the practice so it can work as well as it can for patients and staff. It is not for discussing matters relating to specific individuals or for raising individual complaints. This was understood by all.

Item 1 – Previous Minutes
The previous minutes were read by AW agreed as a true and accurate reflection of the previous meeting. Nil issues or queries raised. Nil amendments requested.

Item 2 – Telephone Calls Update
KT provided some statistics from the telephone system showing that call volumes continue to increase particularly in the first hour of the day and on Monday, and that average waiting times, particularly for those calling before 9am are increasing. In September the number of incoming calls was 225 per day with 77% answered within 10 minutes. In October the number of incoming calls was 228 per day with 77% answered within 10 minutes. In November the number of incoming calls was 229 per day with 79% answered within 10 minutes

Item 3 – Leavers/ Joiners & Recruitment
Kevin informed the group that Mary, part-time receptionist, has left the practice and also Halima, HCA, has left the practice.

Item 4 – Flu Vaccine Roll-out
KT informed the group that the practice has been responding faster than ever to the flu vaccine rollout. So far 430 patients have been vaccinated at the practice.

Item 5 – Early Cancer
KT reported that BHSC has begun to take part in two projects to proactively screen patients in at risk groups for prostate and cervical cancer. Male patients with African ancestry over the age of 45 have been invited for a PSA blood test.

Item 6 – Patient Segmentation
KT informed the group that the practice has installed Johns-Hopkins patient segmentation and is now looking at ways to use the information to improve the overall patient experience.

Item 7 – Reasonable Adjustments
KT informed the group most Learning Difficulties patients have now have an appointment with a clinician to discuss any reasonable adjustments they may need, and whether they would like the practice to share them with the rest of the NHS. The project is underway.

Item 8 – Ask Reception & Ask The Doctors webpages
KT informed the group that the Ask Reception webpage form is now active and the practice has been receiving questions via our website. Ask the Doctors has been delayed and is scheduled to start on the 7th January 2025.

Item 9 – AOB
AW Discussed ideas for promoting the PPG. KT agreed to produce some new leaflets for the PPG.

Kevin Tombeur
Practice Operations Manager – Interim Chair
Meeting Time: 18:00-19:00

MINUTES OF THE PATIENT PARTICIPATION GROUP (PPG) MEETING HELD IN THE MEETING ROOM AT BSHC – MONDAY 21st OCTOBER 2024

In attendance:

• Kevin Tombeur (KT) Reception Manager – Interim Chair
• Ann Wilson (AW)
• Caroline Langdon (CL)

Apologies: None

Discussion and Decision Action
A general reminder was given by KT at the start of the meeting to advise the purpose of the Patient Participation Group (PPG) is to ensure that patients and carers are involved in decisions about the practice so it can work as well as it can for patients and staff. It is not for discussing matters relating to specific individuals or for raising individual complaints. This was understood by all.

Item 1 – Previous Minutes
The previous minutes were read by AW and MS agreed as a true and accurate reflection of the previous meeting. Nil issues or queries raised. Nil amendments requested.

Item 2 – Telephone Calls Update
KT provided some statistics from the telephone system showing that call volumes continue to increase particularly in the first hour of the day and on Monday, and that average waiting times, particularly for those calling before 9am are increasing. In August the number of incoming calls was 188 per day with 82% answered within 10 minutes. In September the number of incoming calls was 225 per day with 77% answered within 10 minutes. The callback functionality we have on the phone system continues to be used more with over 44% of eligible callers using the feature.

Item 3 – Pharmacy Team Update
Stephany, who worked as a practice pharmacist is leaving the practice and will be replaced by Joonwoo who is currently in training. She will be assisted in the pharmacy team by Asim who will work with us part-time.

Item 4 – Leavers/ Joiners & Recruitment

• We also have a new part-time doctor who has recently joined the team, Dr Jadoon, adding a second female GP to the practice.
• Randa, Healthcare Assistant has left the practice, and is being replaced by a new Nursing Associate, Bal who is also currently in training.
• Mary has joined the reception team, has completed her training and is now on reception.

Item 5 – Flu Vaccine Roll-out
KT informed the group that the practice has been responding faster than ever to the flu vaccine rollout. Using Accubook (online booking via text message invite) more people can be booked in faster, and the practice has contacted nearly all eligible patients twice by early October, with clinics starting on at the beginning of October.

Item 6 – Online Appointments
KT explained that the practice has more appointments than ever available for online booking. Blood tests, smears, blood pressure, routine GP and on-the-day GP appointments are all available online.

Item 7 – Ask Reception & Ask The Doctors webpages
KT informed the group that the Ask Reception webpage form is now active and the practice has been receiving questions via our website. Ask the Doctors is scheduled to start in early December.

Item 8 – AOB
CL asked KT to message Dr Agboola to say she was sorry he had left and thank you for looking after the patients. CL asked if a GP would be available to attend the PPG in future. KT said he would bring this up at the next Senior Management Meeting

Kevin Tombeur
Reception Manager – Interim Chair
Meeting Time: 18:00-19:00

MINUTES OF THE PATIENT PARTICIPATION GROUP (PPG) MEETING HELD IN THE MEETING ROOM AT BSHC – MONDAY 5TH AUGUST 2024

In attendance:

• Kevin Tombeur (KT) Reception Manager – Interim Chair
• Ann Wilson (AW)
• Mirium Sparkes (MS)

Apologies: None

Discussion and Decision Action
A general reminder was given by KT at the start of the meeting to advise the purpose of the Patient Participation Group (PPG) is to ensure that patients and carers are involved in decisions about the practice so it can work as well as it can for patients and staff. It is not for discussing matters relating to specific individuals or for raising individual complaints. This was understood by all.

Item 1 – Previous Minutes
The previous minutes were read by AW and MS agreed as a true and accurate reflection of the previous meeting. Nil issues or queries raised. Nil amendments requested.

Item 2 – Telephone Calls Update
KT provided some statistics from the telephone system showing that call volumes continue to increase particularly in the first hour of the day and on Monday, and that average waiting times, particularly for those calling before 9am are increasing. It is very positive to be able to have these figures available, as we can see the peaks and flows. The callback functionality we have on the phone system continues to be used more and more with 44% of callers using the feature.

Item 3 – Treatment Room
KT explained that Shannon and Eunice were both developing their skillsets and will soon be doing smear tests and immunisations. KT

Item 4 – Leavers/ Joiners

• Sadly Dr Agboola has left the surgery, and the practice is currently in the process of recruiting a replacement for him. In the meantime, the practice is using Dr Goyal as a locum.
• We also have a new doctor who has recently joined the team, Dr Adeleye who is relatively new to General Practice.
• Jerimah Mensah has now finished his training and has now started to see patients. His caseload will increase once he has some more experience.

Item 5 – Online Access
KT informed the group that the surgery is promoting online access for patients, for booking and cancelling appointments, ordering repeat prescriptions and much more. Online access improves accessibility to services and reduces the number of incoming telephone calls. The service is promoted on the practice website, with a video in the main waiting room and face-to-face with our staff.

Item 6 – Care Navigation
KT explained that the practice has rolled out a Care Navigation tool that the reception and administration staff are using the ensure that patients are offered an appointment with the most appropriate clinician. This may mean the calls take a little longer as the receptionist has more questions to ask the patients.

Item 7 – Reasonable Adjustments
KT explained that the practice is taking steps to be one of the first in Reading to record patient’s Reasonable Adjustments to the NHS Spine.

Item 7 – AOB
No other business raised.
KT thanked MS and AW for attending and confirmed the date of the next meeting.

Kevin Tombeur
Reception Manager – Interim Chair
Meeting Time: 18:00-19:00

MINUTES OF THE PATIENT PARTICIPATION GROUP (PPG) MEETING HELD IN THE MEETING ROOM AT BSHC – MONDAY 13TH MAY 2024

In attendance:

• Kevin Tombeur (KT) Reception Manager – Interim Chair
• Ann Wilson (AW)

Apologies: Miriam Sparkes (MS)

Discussion and Decision Action
A general reminder was given by KT at the start of the meeting to advise the purpose of the Patient Participation Group (PPG) is to ensure that patients and carers are involved in decisions about the practice so it can work as well as it can for patients and staff. It is not for discussing matters relating to specific individuals or for raising individual complaints. This was understood by all.

Item 1 – Previous Minutes
The previous minutes were read by AW and agreed as a true and accurate reflection of the previous meeting. Nil issues or queries raised. Nil amendments requested.

Item 2 – Telephone Calls Update
KT provided some statistics from the telephone system showing that call volumes continue to increase particularly in the first hour of the day and on Monday, and that average waiting times, particularly for those calling before 9am are increasing. It is very positive to be able to have these figures available, as we can see the peaks and flows. KT advised that the admin team members continue to take calls between 08:00 and 08:45 each day, in addition to the reception staff who already do this. This has proven to be the busiest and most popular time of day for patients calling in, so this measure is continuing to try and reduce call waiting. The callback functionality we have on the phone system continues to be used more and more with up to 40% of callers using the feature.

Item 3 – Treatment Room Plan / New Starters
KT discussed how the new Treatment Room Plan is developing with the news staff increasing their skillset. We are now able to offer more appointments with shorter waiting times for many of the Treatment Room appointment types..

Item 4 – Leavers/ Joiners

• KT explained that KW, the previous Deputy Practice Manager has left the surgery.
• The PPG members were informed that our Practice Pharmacist, Stephany would be joining the surgery full-time within days and taking some of the prescription workload from the GPs.
• KT informed that our new Physician Associate is being training and will join the practice to offer more appointments to the patients.
• KT informed the group that we have a new, additional GP, Dr Kim, starting on the 3rd of June, to offer additional appointments to the patients.

Item 5 – Online Access
KT informed the group that the surgery is promoting online access for patients, for booking and cancelling appointments, ordering repeat prescriptions and much more. Online access improves accessibility to services and reduces the number of incoming telephone calls. The service is promoted on the practice website, with a video in the main waiting room and face-to-face with our staff.

Item 6 – AOB
No other business raised.
KT thanked AW for attending and confirmed the date of the next meeting. It was agreed with AW to schedule the next meeting for the last week in April or the second week in May.

Kevin Tombeur
Reception Manager – Interim Chair
Meeting Time: 18:00-19:00

MINUTES OF THE PATIENT PARTICIPATION GROUP (PPG) MEETING HELD IN THE MEETING ROOM AT BSHC – MONDAY 25TH MARCH 2024

In attendance:

• Kevin Tombeur (KT) Reception Manager – Interim Chair
• Ann Wilson (AW)

Apologies: Miriam Sparkes (MS)

Discussion and Decision Action
A general reminder was given by KT at the start of the meeting to advise the purpose of the Patient Participation Group (PPG) is to ensure that patients and carers are involved in decisions about the practice so it can work as well as it can for patients and staff. It is not for discussing matters relating to specific individuals or for raising individual complaints. This was understood by all.

Item 1 – Previous Minutes
The previous minutes were read by AW and agreed as a true and accurate reflection of the previous meeting. Nil issues or queries raised. Nil amendments requested.

Item 2 – Telephone Calls Update
KT provided some statistics from the telephone system showing that call volumes continue to increase particularly in the first hour of the day and on Monday, and that average waiting times, particularly for those calling before 9am are increasing. It is very positive to be able to have these figures available, as we can see the peaks and flows. KT advised that the admin team members continue to take calls between 08:00 and 08:45 each day, in addition to the reception staff who already do this. This has proven to be the busiest and most popular time of day for patients calling in, so this measure is continuing to try and reduce call waiting. The callback functionality we have on the phone system continues to be used more and more with up to 40% of callers using the feature.

Item 3 – Treatment Room Plan / New Starters
KT discussed how the new Treatment Room Plan is developing with the news staff increasing their skillset. We are now able to offer more appointments with shorter waiting times for many of the Treatment Room appointment types..

Item 4 – Leavers/ Joiners

• KT explained that KW, the previous Deputy Practice Manager has left the surgery.
• The PPG members were informed that Dr Goyal will be leaving the practice at the end of March 2024, and that Dr Maroof will be replacing him from the 1st of April, AW was very pleased to hear this.
• KT informed the Group that our new Practice Pharmacist will soon finish her training and will then join the practice to help with the workload.
• A new Physician Associate has been recruited and when he has finished his training will join the practice to offer more appointments to the patients.
• The group was also informed that an advert has gone out for an additional GP.

Item 5 – Pharmacy First
KT introduced the NHS’s recent Pharmacy First scheme, and explained what it is and how it operates. The practice is looking to refer people with ailments suitable to be seen at a pharmacy to their local pharmacy in line with the Pharmacy First principal. This will enable the practice to see more patients who are not suitable to be seen at their local pharmacy.

Item 6 – AOB
No other business raised.
KT thanked AW for attending and confirmed the date of the next meeting. It was agreed with AW to schedule the next meeting for the last week in April or the second week in May.

Kevin Tombeur
Reception Manager – Interim Chair
Meeting Time: 18:00-19:00

MINUTES OF THE PATIENT PARTICIPATION GROUP (PPG) MEETING HELD IN THE MEETING ROOM AT BSHC – MONDAY 15TH JANUARY 2024

In attendance:

• Kayley Waight (KW) Deputy Practice Manager – Interim Chair
• Ann Wilson (AW)

Apologies: Miriam Sparkes (MS)

Discussion and Decision Action
A general reminder was given by KW at the start of the meeting to advise the purpose of the Patient Participation Group (PPG) is to ensure that patients and carers are involved in decisions about the practice so it can work as well as it can for patients and staff. It is not for discussing matters relating to specific individuals or for raising individual complaints. This was understood by all.

Item 1 – Previous Minutes
The previous minutes were read by AW and agreed as a true and accurate reflection of the previous meeting. Nil issues or queries raised. Nil amendments requested.

Item 2 – Telephone Calls Update
KW provided several phone statistics now that it is far easier to obtain these, and we are reporting on them weekly. The practice continues to see high number of calls, especially on Monday’s when demand is at its peak. It is very positive to be able to have these figures available, as we can see the peaks and flows. KW advised that the admin team members continue to take calls between 08:00 and 08:45 each day, in addition to the reception staff who already do this. This has proven to be the busiest and most popular time of day for patients calling in, so this measure is continuing to try and reduce call waiting. The callback functionality we have on the phone system continues to be used more and more. Feedback from patients confirms this is a positive system tool.

Item 3 – Treatment Room Plan / New Starters
KW discussed the new Treatment Room Plan which had been implemented for new starters working at both BSHC and MRHC (Milman Road Health Centre). Training will be across both sites. All staff are now in post and working, including multiple PN’s and HCA’s. This means we have significantly more appointments to offer for certain things now and are able to offer a wider patient choice.

Item 4 – Skill List / Clinician Choice
KW spoke about the updated skill list which has been made available to all reception and admin team members who book patient appointments. This means that every patient should get booked with the most appropriate clinician and ensure the best utilisation of appointments. There was some discussion around a BSHC newsletter/leaflet that could provide patients or potential new patients with the list of clinicians we can offer them appointments with and examples of types of ailments they can deal with. Other suggestions for advertising this were posters in the waiting areas and advertising on the TV screen in the main waiting room.
Update: If the PPG members agree with this, it can take this to the next Practice/Clinical Governance Meeting and ask if the staff feel it would be beneficial.

Item 5 – Promotion of PPG
This agenda item has been kept in from previous meetings.
KW briefly discussed promotion of the PPG. Points from the previous meetings as below. There were actions for KW to take forward to see if they may be possible to implement in the future:

• Check the online registration form to see if it is possible to add information about the PPG.
• Make updates to the practice website to include more information on the PPG page.
• Consider holding a virtual PPG; this would involve liaising with clinicians and agreeing on questions/topics to be answered/discussed and taking this to PPG members to gain their opinion.
• NR discussed the possibility of a PCN based PPG where patients from all three practices could get together and this way numbers would increase.
• Ask local practices (not just within our PCN) how they advertise their PPG.

Item 6 – AOB
No other business raised.
KW thanked AW for attending and confirmed the date of the next meeting. It was agreed with AW to wait two months again and hold the next meeting in March.

Date of next meeting: Monday 11th March 2024 >> Updated to Monday 25th March 2024 as KT will be new interim chair. PPG members will be notified w/c 04/03/24.

Kayley Waight
Deputy Practice Manager – Interim Chair
Meeting Time: 18:00-19:00