A Patient Participation Group Meeting held was held on 1st November 2013 and it was attended by six patients. Nine patients were invited initially out of which one patient informed the practice in advance about her inability to attend and two did not attend, about which the practice came to know only in the meeting itself. Four male patients attended along with two female patients.
Every patient was handed over a copy of the two surveys carried out by the practice in the past on 24th January 2013 and on 30th May 2013. The report was well received by the patients attending the meeting and the report was explained fully to the patients by Dr Ray. They were invited to give their frank and honest opinion with a view to improve the way the services were provided to the patients.
The following issues emerged in the meeting as the matters of concern:
1. Telephone calls to make an appointment should tell the patient that they are in a queue and are not able to pre-book the appointments as well as on the day itself.
2. To notify the patients in the waiting area if doctors are running late for any reason.
3. Patients not able to get an appointment on the day should be put on the message list.
4. To offer the choice of appointments with a lady doctor for female related problems is a good idea.
The Patient Participation Group was also informed about the practice plan to improve the services in future as well as the progress the practice has made so far like in-house ultrasound services, in-house blood collection services, in-house pharmacy, in-house 24 hours blood pressure monitoring advice and in-house spirometry services.
The Patient Participation Group was informed that the practice has got the plan to provide either appointment or telephone advice service on Monday and Fridays to all the patients who make contact with the practice.
The Patient Participation Group would be invited in six months to meet again and evaluate the progress the practice has made in the areas of concern raised by the group and their opinion about them.