Finance and Administration

The group received a finance update confirming no significant changes since the previous meeting, with no recent income or expenditure. A further update will be shared once account checks are complete.

The minutes from the previous meeting were reviewed and approved.

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Partnership Working

Members discussed ongoing efforts to strengthen collaboration with the practice, including more regular meetings and improved planning of agendas. These steps aim to support clearer communication and more timely discussion of patient concerns.

The importance of understanding the patient journey was highlighted to help provide context to feedback and support constructive engagement.

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Practice Pressures

An update was provided on current operational pressures, particularly relating to staff sickness, which has impacted appointment availability. Efforts to secure additional cover are ongoing but remain challenging.

These pressures have contributed to increased patient feedback, including via social media.

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Digital Inclusion

The group welcomed progress on a digital inclusion initiative in partnership with Age UK. Volunteers are being recruited to support patients in accessing online services, with initial sessions planned shortly.

Funding opportunities to support this work, including the use of devices within surgeries, are also being explored.

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Patient Access and Systems

Members received an overview of the practice’s online triage system and how patient requests are managed and prioritised by clinicians.

The high volume of daily demand was noted, along with the importance of directing patients to the most appropriate care, including alternative services where appropriate.

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Patient Communication

The group discussed the importance of clear communication to help patients understand how the practice operates, including processes and responsibilities within the wider healthcare system.

Opportunities to improve communication through newsletters, online content, and local media were considered.

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Missed Appointments

Members discussed the impact of missed appointments on service capacity. It was noted that this represents a significant loss of clinical time and can affect access for other patients.

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PPG Development

The group discussed future development of the PPG, including building links with other organisations and encouraging wider patient participation.

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Patient Privacy

Patient privacy in reception areas was discussed, with suggestions for improvements to support confidential conversations. These will be shared with the practice for consideration.

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Funding and Resources

Members reviewed current funding opportunities to support initiatives such as digital inclusion, including collaborative approaches with local organisations.

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Future Topics

Members agreed to include the following topics in future discussions:

• Patient privacy in reception areas
• Improving patient communication and understanding of services
• Digital inclusion and access to online tools
• Strengthening partnerships with local organisations

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Follow-Up Actions

• Share a confirmed finance update
• Circulate information on the vaccination consent process
• Provide updates on upcoming patient engagement events
• Share data on missed appointments
• Develop clear patient communications on practice processes
• Support accessible information on the online triage system
• Explore opportunities for wider communication, including local media