Wordsworth Health Centre

Patient Participation Report (Year II)

2012 -2013

Contents

Page

Developing a Patient Participation Group

1

Agreeing areas of priority with Wordsworth PPG

2

Survey Results2

Findings presented to Wordsworth PPG 9

Action and implentation Plan 9

Publicising actions taken 11

Action & Outcomes Plan 2011-2012 Appendix 1

Minutes of meeting 29th Nov 12 Appendix 2

Survey Results presented to PPG Appendix 3

Minutes of PPG meeting Feb 7th 2013 Appendix 4

1: Developing a Patient Participation Group

In Year 1, Wordsworth Patient Participation Group (PPG) was established and its constitution was ratified. It was recognised that the PPG was in its early stages and needed to focus on increasing membership and improving representation of a diverse and changing community.

It was decided that a number of intiatives needed to be tried. A Patient Participation Project Manager (WTE 0.2) was hired in order to co-ordinate and facilitate initiatives and ensure that the Patient Participation Group had the knowledge and skills to become self-sustaining.

Secondly, an information drop-in was set up at the practice with a well publicised invitation for all patients to attend. The invitation was put onto an eye catching display at the practice entrance. The idea of the eye catching display board with a ‘supermarket specials’ feel was in fact one of the actions from the last GP survey. ‘Tea and biscuit’ sessions were held and were an informal drop-in for patients to find out more about the patient participation group. These were succesful in being able to recruit additional people to the group and the display board was often praised by the new members as being an excellent way to recruit members.

In addition, the Wordsworth PPG was advertised on the community TV screen within the practice. The advert was on constantly in order to remind patients about the group and encourage participation. This was also suggested as an action resulting from last years survey.

The website was regularly updated with meeting dates, minutes of meetings and flyers advertising the group.

Lastly, Communities Leading for Health were contacted and informed about the Wordsworth PPG so that they could inform their members about the opportunity of participating within the group and to suggest other succesful methods for increasing membership. They suggested that they could talk to patients in the waiting area about joining the patient participation group and advertise the next meeting. They also offered training sessions for members of the group in minute –taking and chairing meetings. Both of these suggestions were agreed and members of the PPG were invited to training sessions for ‘Chairing a Group’ and ‘ Minute –taking.’ The training was found to be useful and informative.

As a result the Patient Participation Group increased rapidly in number and the profile of the group is as below.

Ethnicity No of members Ethnicity No of membersAfrican 2 Indian 5Carribea 1 Pakistani 2

nBritish 3 Other White 1Gender No of membersMale 7Female 7

Age Group No of members45-54 455-64 465-74 6

2: Agreeing areas of Priority with Wordsworth PPG

A meeting for the WPPG was held at the end of November and last year’s patient survey was discussed along with updates on the relative success of the previous action plan. See Appendix 1 for the Outcomes of the Action Plan 2011-2012 and Appendix 2 for the minutes of the meeting.

Included within the previous years action plan was a suggestion for an additional area to be added to the patient survey and so it was decided to include that within the next patient survey.This was about receiving notification of test results. It was decided to repeat many of the questions from the previous survey in order to form a comparison. The group also decided that they would like two questions about the patients experience in the consulting room. They decided on a general question about people’s overall experience with GPs at the surgery and a further question about any specific experiences with GPs that were not satisfactory. It was felt that most people had a good overall experience and were unlikely to complain about any issues unless specifically asked. Lastly, the PPG requested that the number of options provided as responses were reduced, because it was very difficult to interpret all the nuances expressed in English eg very good, quite good, not very good, not good etc

All of these recommendations were agreed and put into place in the GP Survey for 2013.

3: Survey Results

The survey took place from January 17th to February 7th 2013 and 262 surveys were completed.The surveys were completed in the waiting area and were prompted by a member of the admin team speaking to patients and assisting patients where required.

The following results were obtained and publicised on the Display Board near the front entrance and on a permanent notice board on the wall of the waiting area. The results were also publicised on the web site.

The results were presented in a colourful graphic way showing the questions they were asked and the percentages of patients responding in various ways.

61%

37%

2%

Is it easy to book an appointment by phone?

YesNoCan’t remember/no response

48%

13%

39%

When being notified by phone that you need to see a GP because of test results

The person phoning me made me feel calmThe person informing me made me feel very anxiousNeither

73%

24%

3%

Are you aware that you can cancel an appointment via the electronic telephone system?

YesNoCan’t remember

95%

5%

How easy do you find getting into the building at the surgery?

EasyDifficult

Yes No Can’t remember0

20406080

100120140160180

Last time you tried to see a doctor fairly quickly were you given the option of a phone call?

Series1

Yes No Can’t remember0

20406080

100120140160180

If you took the option of a phone call were you happy with the response?

Very Good Good Not Good0

20406080

100120140160

What is your usual experience of doctors at the Wordsworth Health Centre?

0153045

Have there been any instances where you strongly felt any of the following and decided not to see a

particular GP?

no o

f peo

ple

41%

53%

6%

How helpful do you find receptionists at the surgery?

Very helpfulHelpfulNot helpful

12% 10%

39%

22%

15% 3%

How long after your appointment time do you normally wait to be seen?

I am normally seen on time

Less than 5 minutes

5-15 minutes

15-30 minutes

More than 30 minutes

Can’t remember

51%

30%

19%

How do you feel about how long you normally have to wait?

I don’t normally wait long

I have to wait far too long normally without explanation or apology

I have to wait far too long normally but with an explanation or apology

73%

12%

15%

Would you recommend the Surgery to someone who has just moved into your local area?

YesNoDon’t know

4: Findings presented to Wordsworth PPG

The Wordsworth PPG met on February 7th 2013. The findings were presented to the PPG in a simple format see Appendix 3. The findings were discussed in detail and any comments made by patients on the survey were also included within this format.

The discussion was noted in the minutes of the meeting, see Appendix 4.

5: Action and Implementation Plan

The following Action Plan was produced as a result of the meeting and agreed with the Practice Manager.

Survey Action Plan 2013Issue Identified Action How & By

WhomWhen

1 Surveys only completed in waiting area and so potentially excluding housebound and those unable to get appointments

Consider sending small number of surveys out by post next year in addition to those done in waiting area

Wordsworth Patient Participation Group and Practice Manager

Next Practice Survey 2014

2 High percentage of problems experienced by people trying to get through by phone to the practice

PPG require a more detailed understanding of phone system, capacity issues, systems etc in order to work on ways with the practice that may help

Practice Manager or Deputy to discuss information in more depth so that suggestions can be made

April 18th 2013 meeting

3 Accuracy of Q4 needs to be checked against current practice and may need to be re-worded next time. Is there consistency about how long patients need to wait before getting a call back from a GP

Check issues of training and consistency about when phone calls are offered and delays in GPs contacting patients

Discuss with Practice Manager or with GPs

April 18th 2013Meeting and Next Practice Survey 2014

4 Q7 was discussed re: attitude of doctors which put patients off from seeing them again.

It was discussed if this question could be usefully applied to other members of staff eg nurses, physios, counsellors.Training programme for all staff was discussed

Additional questions to be added next survey

2 members of PPG to take part in staff training devised by Patient Participation Manager to give patient perspective to staff

Next Practice Survey 2014

March 2013 staff training dates

5 Q8 was discussed re: access to premises

It was suggested that a notice be placed on the door which reads: “If you see someone with a buggy or a walking frame, please help them with the door. Thank you”

Patient Participation Manager

February 2013

6 Q9 re: helpfulness of receptionists

It was recognised

Patient Participation

March 2013

that the vast majority found them helpful or very helpful but there were some issues discussed around the systems and the tone set for the receptionists

Manager and 2 members of PPG to deliver staff training on patient perspective and empathy skills

6: Publicising actions takenThis report is on the practice website and with NHS East London and the City and can be supplied upon request to the Clinical Commissioning Group, local healthwatch and other interested bodies.

Appendix 1:Outcomes and Action Plan 2012

Issue Identified Action How and by whom

When Outcomes

1 Disabled access to building – automatic door keeps breaking down and/or being tampered with

Feasibility study to be done on finding an automatic door that is tamper proof

Practice manager and Chair to visit 2 other local practices (Tollgate and Market Street) and see what systems they use and how they overcome tampering.

End of June Visits were made to 2 local practices –Stratford Village Practice & Market Street. Tampering overcome by automatic sensors.

2 Electronic telephone system – need to improve awareness of this method to book

a)Research possibility of using new TV facilities for scrolling

a)Practice Manager to look into what facilities are available

End of June a)Scrolling message facility obtained and messages publicised.

and cancel appointments

messages

b)New ‘special promotions board’ which is changed on monthly basis and is colourful . Use a colourful star with selected monthly promotions on it to draw attention. Can also be used for highlighting other issues eg flu jabs. Based on supermarket idea.

c)Better distribute leaflets about use to patients

b)Practice Manager to look for suitable promotion board and allot duty to update to administrative personnel

c)Remind reception to distribute to new patients and to elderly

End of June

End of May

b) New board obtained.Patient Participation Group publicised as suggested.

c)Leaflets left on seats in waiting area so more accesible to patients. Also sent to patients that have DNAs and highlighted on practice web site. Reception staff reminded.

3 Improving availability of test results by phone

a)Request nurses doing tests to remind patients to phone after 10:00 in morning

b)Use future survey to ask more questions about what the actual difficulties (for normal and abnormal results) are so that action can be more targeted

a)Practice Manager to remind nurses

b)Practice or Project manager to add new questions to the survey

By end of April

September

a)Nurses were reminded but appointment system changed in September 2012 in order to improve number of available appointments for patients who need their condition managed eg LTC, baby checks etcb) New survey….

4 Waiting after the appointment time without informing patients

a)Explore possibility of new TV system to

a)Practice Manager to investigate functionality of

End of June Apology for delay put on scrolling system on Jayex Board

scroll messages

system Communiyty TV to be used to advertise PPG

5 Increase membership and representation of patient participation group

a)Find successful solutions used by other practices

b)Promote PPG on new promotions board

a) Chair and PPG to contact Communities Leading for Health to discuss

b)Chair to work with Practice Manager on promotion used

September

September

Ideas tried to increase membership are ; social event, community TV message

PPG promoted in new patient information pack, website and on new Board and via social events eg tea & biscuits drop in.

Appendix 2: Minutes of meeting 29th November

Wordsworth Patient Participation Group

Meeting held 29 th November 2012

Minutes

Attendees:

Mina Parmer

Carmel Carmenzuli

Manjit Kalsey

Mehrunissa bax

Emily Adams

M. Hanif

Monica Zenonos (Patient Participation Manager)

Franco La Faci ( Practice Manager)

1: Minutes of last meeting

Apologies:

Renold Reid (Chair)

Manjit Bhocal (Vice chair)

No PPG group member from previous meeting was present and so minutes to be agreed next meeting.

2: Matters arising

Copies of the Patient Group Constitution were distributed to new members and breif history of group provided.

The Action/outcomes Report arising from GP survey 2011-2012 was distributed. Details in following section.

3: GP Survey 2012-2013

3:1 Update with regard to point 1 on action/outcomes report provided verbally

3:2 New special promotions board at front entrance (point 2 on action/outcomes report commended by group as an effective way to draw new members to the Patient Participation Group.

3:3 Point 3 (refer action/outcome report - improving availability of test results by phone) was discussed at length. The recommendation in the last report was to use the future survey to ask about difficulties in the current system. The Patient Group discussed their personal experiences of getting called about test results. In particular the discussion centred on whether it matters which staff (Health Care Assistant or Nurse) phones to tell someone that they need an appointment with the doctor to discuss their results.It was decided that the focus should be on what staff say and how that is delivered, rather than who is delivering the news. Members had had both positive and negative experiences in this respect . The need to see a doctor was delivered positively and calmly by some members of staff, however, the group had also experienced being made to feel anxious and that there was urgency in the request when in fact there hadn’t been. It was decided that there should be a question in the new GP survey to this effect and that if it was found to be an issue with other patients then some staff training may be required.

3:4 Point 4 from the Action/ outcome report was acknowledged.

3:5 Point 5 from the Action /Outcome Report referred to increasing membership and improving representation of the PPG. The Project manager explained what steps had been taken so far eg drop-in information sessions, the Board, the Community TV advert etc Another Drop-in session was being held on 20th December and members of the PPG were invited to come along and talk to patients that may turn up.

3:6 The PPG made some suggestions about an additional question to be included in the GP Survey. The PPG found that generally their experience of GP/locum attitudes were very good but there were occassions when they had felt that they had been ignored, patronised or offended by comments made. The group felt strongly that the majority of the time GP attitude was great but that these types of one off negative experiences had a huge impact on people making them not want to see certain doctors and colouring their view of the practice. The PPG suggested that the new GP

survey had a question regarding peoples overall experience of GP attitude but that there should also be a further question that specifically looks for the one-off poor experience .

3:7 A suggestion was made that there should be less options available on the GP Survey because options such as; fairly easy, not very easy, not at all easy, etc were very hard to interpret in many languages. This was agreed.

4: AOB

Further suggestions to improve patient experience were made; a) Information about opening times of blood test clinics should be kept updated and

visibleb) It would be helpful to have a clock in the waiting area

Increasing the level of participation of the patient group was discussed and the group have provisionally endorsed the idea of having a table set up in the waiting area once a month in order to signpost people to local voluntary and community organisations, to talk to patients about the Patient Participation Group, availability of jobs in NHS etc

The group were also excited by the idea of having/giving talks about certain health conditions from the perspective of Expert Patient

The group wanted to meet more frequently than 4 times a year and suggested every 2 months

The group were interested in having training in being a Chair and minute-taking which was being offerred by Communities of Health Newham. The project manager will distribute the dates of the training when they are available.

Issues of sustainability were discussed and the group said that they understood that they would eventually need to be self-directed and hoped that after a few more meetings ,once they knew each other a little better, this would become possible.

5: Date of next meeting

Thursday 7th February 4:00 – 6:00

Appendix 3 –Survey Results presented to PPG

THE WORDSWORTH HEALTH CENTRE PATIENT SURVEY

Number of surveys 262A. Getting through on the phone

Q1 Is it easy to book an appointment by phone?

Yes 159 60.97%No 98 37.4%Can’t remember/no response 5 1.90%

Comments: “Biggest problem here”“Not always”“Phone not answered quickly enough”“ I am not satisfied with the surgery appointment system. If I call at 7:59 am in the morning it transfers me to out of hr service. Calling exactly at 8:00 gives continuous engage tone. Usually I have to call more than 50 times to get the receptionisst. Automated service is even worse even if opted for option 1 for any doctor. The answer is no appointment can be found to satisfy your need. I strongly suggest the appointment system needs to be changed.”“ Takes ages on phone and my phone went dead”

Q2 Are you aware that you can cancel an appointment via the electronic telephone system?

Yes 195 74.6%No 63 24%Can’t remember 8 3.05%

Comments: “ Yes, but I seem to have problems doing so”

Q3 When being notified by phone that you need to see a GP because of test results, do you find that the person informing you puts you at your ease or do they make you feel more anxious?

The person phoning me made me feel calm 121 46.29%The person informing me made me feel very anxious

34 12.98%

Neither 98 37.45%Comments: “They are not helpful”“Sometimes” (anxious response)“Both. Depends on the person”“Depends on the person”

B. Seeing a Doctor

Q4 Think about the last time you tried to see a doctor fairly quickly. Were you given the option of a telephone call?

Yes 165 63.29%No 69 26.38%Can’t remember 29 11.07%

Q5 If you took the option of a telephone call, were you happy with the response?

Yes 163 62.5%No 68 25.97%Can’t remember 27 10.3%

Comments: “(No) Seemed like a fob off to me as Doctor is so busy. NHS time allocation is too low at this practice.”“ There was a long delay making the telephone call and doctor making the call to me”“They called me back after 5 mins only” (Yes)“(No) Very impolite most doctors, including Dr … and Dr …”

Q6 What is your usual experience of doctors at the Wordsworth Health Centre?

Very Good 111 42.37%Good 136 52%Not Good 8 3%

Comments:“Never seen doctor just on phone”“Never seen one”

Q7 Have there been any instances where you strongly felt any of the following and decided not to see a particular GP again:

Yes NoNot listened to 47 17.95

%149 57.1%

Not spoken to politely 35 13.36%

138 52.9%

Not informed adequately about your condition

38 14.5% 133 51.02%

Not respected as an individual 22 8.40% 135 51.5%

Comments:

“ Dr …. is not friendly. He is too sharp, blunt and scarey.” “ I have previously felt rushed on 2 occassions” “ The experience shows that ‘new Doctors’ do not have patiance to listen and time. It’s all rushed.” “ True of the nurses” (not respected as an individual)“Dr … is by far the best doctor I have seen and I always try to make an appointment to see him!“ The receptionists are generally approachable but I honestly find some of the doctors here rush me and don’t give me time to explain my medical concerns. Very blunt and abrupt. Tel emergency doctors are by far the moast impolite and rude. A bad experience just today with Dr … and Dr … They did not make me feel supported as a patient.”“ Dr… “

C. Arriving for your appointment

Q8 How easy do you find getting into the building at the surgery?

Easy 245 94.3%Difficult 12 4.58%

Comment: “The automatic door has never worked . I struggle with buiggy every time”“Confusing”Q9 How helpful do you find the receptionists at the Surgery?

Very helpful 102 39%Helpful 131 50%Not helpful 15 5.7%

Comments:“Ignore you, pretend not to speak own language to patients who cant speak English”“Helpful. But some are grumpy with an attitude ‘got work at 18! At last you have a job.’ Youth unemployment is over 20%!“There are 2 particularly rude receptionists. The others are very nice actually.”“Helpful, not helpful depends on the person”“Depends on the person answering”

D. Seeing a Doctor at the GP Surgery or Health Centre

Q10 How long after your appointment time do you normally wait to be seen?

I am normally seen on time 30 11.45%Less than 5 minutes 26 10%5-15 minutes 101 38.61%15-30 minutes 56 21.41%

More than 30 minutes 38 14.51%Can’t remember 8 3%

Comments:Response 15-30mins. “ May be more. Time keeping is very poor AND appointment time”Response 15-30mins. “Sometimes longer, it varies”

Q11 How do you feel about how long you normally have to wait?

I don’t normally wait long 122 46.7%I have to wait far too long normally without explanation or apology

73 27.93%

I have to wait far too long normally but with an explanation or apology

45 17.18%

Comments: “when ever the appointment is not late why not give the appointment on the same day”“They apologise on the screen but not the doctors”“It can vary ,sometimes seen very promptly”“Unless I ask them”“Very rare” ( I don’t normally wait long)“but only when I ask reception till Im seen”

E. Your Overall Satisfaction

Q12 Would you recommend the Surgery to someone who has just moved to your local area.?

Yes 178 68%No 29 11.07%Don’t know 37 14.12%

Comments:“Maybe”“Im new and appointments less and wait long time”

F. Some questions about you

The following questions will help us to see how experiences vary between different groups of the population. We will keep your answers completely confidential

Q13 Are you male or female?

Male 106 40.48%Female 139 53.19%

Q14 How old are you?

Under 18 6 2.2% 55 - 64 26 9.93%18 – 24 16 6.1% 65 - 74 17 6.48%25 – 34 71 27.1% 75 - 84 5 1.9%35 – 44 59 22.52% 85 and over 1 0.3%45 – 54 44 16.8%

Q15 What is your ethnic group? (Chose one section from A to E below, then select the appropriate option to indicate your ethnic group)

A. WhiteBritish 32 12.2%Irish 1 O.38%Any other white background 24 9.16%

B. MixedWhite & Black Caribbean 1 0.38%White & Black African 5 1.9%White & Asian 18 6.87%Any other Mixed background 11 4.19%

C. Asian or Asia BritishIndian 60 22.93%Pakistani 35 13.36%Bangladeshi 23 8.77%Any other Asian background 14 5.34%

D. Black or Black BritishCaribbean 4 1.5%African 12 21.83%Any other Black background 0 0%

E. Chinese or other ethnic groupChinese 1 0.38%Any other ethnic group 6 2.29%

F No response 11 (4.19%)

Thank you for completing the survey.

The results will be on display at the Surgery and on the Practice website by the end of March 2013.

Appendix 4 – Minutes of the meeting February 7th 2013

Wordsworth Patient Participation Group

Meeting held 7 th February 2013

Minutes

Attendees:

Mina Pamer

Carmel Camenzuli

Manjit Kalsey

Mehrunissa bax

Michael Wilson

Thamarakanni Suppiah

Adesola Kuponiyu

Patricia Mitchell

Pauline Ellis

Monica Zenonos (Patient Participation Manager)

1:0 Welcome & Apolgies

Apologies received from Franco Lafaci

2:0 Minutes of last meeting

2:1 Corrections made to names on last minutes

3:0 Matters arising

3:2 The Chair and vice Chair have not been present for the last meetings and have not contacted the Patient Participation Manager to make their intentions known. It was decided that MZ would write to both and ask for clarification about whether they wish to continue. If there was no response or if they didn’t wish to continue then fresh elections would be held next meeting .

Apologies:

Renold Reid (Chair)

Manjit Bhocal (Vice chair)

Franco Lafaci (Practice manager)

3:3 Actions from last meeting were discussed. Members were pleased to see the questions and changes on the patient survey .

3:4 No update re: blood test clinic times was available and it was decided that FL would be asked next meeting.

3:5 Having a clock in the waiting area was discussed because it had been refused and it was decided that further clarification would be sought from FL at next meeting.

4:0 Training

4:1 Mena Pamer attended the training provided by the Communities of Health Project. MP reported that the training on being a Chair and Minute Taking was enjoyable and useful and that she will bring the handouts next time and photocopy them for group members. She also reported that COH are planning on starting a forum for patient groups in Newham and may need 1 or 2 reps from each group to take part.

5:0 GP Survey 2013

5:1 The methodology used in the survey was discussed and it was felt by the group that despite there being a high number of surveys completed, the fact that it was only conducted with people in the waiting area potentially excluded some groups eg housebound patients and patients who go to work. It was also noted that patients were being asked about the difficulty in obtaining appointments and so the patients who could not actually obtain an appointment were in fact excluded because they would not have been in the waiting area. It was agreed that these would be considerations next time the survey was conducted.

5:2 2 members of the group said they would have like more time to consider the results of the survey so that they could make their comments.

Action: MZ to phone MK and MP next Thursday for their comments which would be added to the collective voice of the group.

5:3 ‘Getting through on the phone’ it was felt a high proportion of patients had reported difficulties getting through on the phone. Issues of capacity of system, number of people answering phones, number of people kept in queue and other issues were complex.

Action: FL to be invited to discuss this in greater depth next meeting as there was an understanding that there may be restraints in terms of costs and potential for improvement and so these would need to be explored in greater detail and in a realistic way.

5:4 Q.3 on the survey. It was felt that there were no significant problems with regards how people were told about the necessity for an appointment following test results.

5:5 Q.4 on the survey. It was felt that there was a problem with the wording of the question because people were not given an option for a phone call but were automatically triaged by a GP although other group members said it would depend on the time of day. One group member spoke about an incident when they came into the practice to book an appointment and were told to sit in the waiting area and phone the GP. The GP then spoke to the patient on the phone and was booked an appointment for a few minutes later!

Overall it was felt that there may be issues of consistency and training that may need to be looked at.

Action: MZ would put an action would be put onto the action plan for the survey

5:6 Q7 on the survey. This was discussed at length. It was acknowledged that many patients cjose not to answer this question at all, and it was suggested that a possible reason for this was the fear of being black-balled. It was also felt that the question also gave people who chose to answer, a sense of ownership of the practice. Further discussion was held about how this question would usefully be applied to other staff at the practice eg nurses, physios, counsellors, locums. It was noted that there were particular issues around prescriptions and staff not realising just how important prescriptions were as well as the effect it can have on people when there is a delay.

Several ideas were discussed eg leaving anonymous feedback, giving patients self-assertion classes and training for staff. MZ explained that she was due to deliver training to staff in empathy skills and conflict resolution in March and suggested that members of the patient group may want to assist in delivery.

Action: MZ to liaise with PM and MP about taking part in training session for staff

5:7 Q.8 on the survey. A group member raised a further issue with difficulty getting into the premises saying that blood tests start early but the door is often locked. It was noted that the door is heavy and can cause issues.

Action: It was suggested that a notice be placed on the door for patients which reads “If you see someone with a buggy or a walking frame , please help them with the door”

5:8 Q9 on the survey. It was noted that most people found the receptionists either helpful or very helpful however there was a feeling that the systems used were not always helpful and that the tone set for receptionisits was not always at a high standard.

Action: To be addressed in training sessions referred to 5.6

5:9 Q10 on the survey. It was felt that waiting times often depend on the time of day and that the earlier in the day, the less waiting there would be. This then mitigates against working people who arrive after work and then often have very long waits.

5:10 Q11 on the survey. There was a discussion about whether delays are on the touchscreen when you check in. It was felt that reported delays do now appear but never used to.

5:11 Q12 on the survey. The group felt the response was positive and suggested that other surgeries had more problems.

6:0 AOB

6:1 Questions were raised about how long a waiting time was reasonable for complaints responses.

6:2 The group would like to know if there are any resources for the group

6:3 The group were informed they may need to elect a Chair and Vice-Chair next meeting if there was no response from the current post holders

6:4 Some issues about staff induction programmes were asked. Do they have them and what is included on them. Especially since the reception staff seem unaware of Patient Participation Group or their meetings.

Date of next meeting : 18th April 4:00-6:00