We would like to know how we can improve our service to you and how you perceive our surgery and staff. 

To help us with this, we are setting up a virtual patient representation group so that you can have your say. We will ask the members of this representative group some questions from time to time, such as what you think about our opening times or the quality of the care or service you received. We will contact you via email and keep our surveys succinct so it shouldn’t take too much of your time.

We aim to gather around a hundred patients from as broad a spectrum as possible to get a truly representative sample. We need young people, workers, retirees, people with long term conditions and people from non-British ethnic groups.

If you are happy for us to contact you occasionally by email please click the link below to open the sign-up form and complete all the fields.

 Minutes of the Patient Focus Group Meeting  

Date: 29th August  

Time: 2:00 PM - 3:00 PM  

- Dr. Binar Raheem, GP  

- John Smith, Practice Manager  

- Jan Hall, Senior Receptionist  

- Patient Focus Group Members (names anonymized for security reasons)

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1. Welcome and Introduction

- The meeting commenced at 2:00 PM, chaired by Dr. Bnar Raheem. He welcomed the participants and outlined the agenda.

2. Discussion on Total Triage System

Overview:

Dr. Rahim explained the total triage system, highlighting its purpose in directing patients to the appropriate service to ensure efficient operation within the practice.

Patient Concerns:

One group participant expressed concern that the online booking system appeared to be less accessible compared to previous systems, noting that it is not available 24/7.

 Dr. Raheem clarified that out-of-hours services are available and explained the system’s role in directing patients to the correct services across the NHS.

-Action Point:
It was suggested that the website should be updated to separate nurse appointments from the triage system, allowing patients easier access. John Smith, the Practice Manager, agreed to make these updates.

3. Review of the New Telephone System

Patient Feedback:

The new telephone system was discussed, with patient participants generally agreeing that it is an improvement over the previous system.

-Advantages Highlighted:

  - The new system avoids the busy signal issue and manages patient expectations regarding wait times.

  - It offers a callback feature if the queue is too long, which was well-received by patients.

4. Introduction of WhatsApp Communication Channel

 Dr. Raheem introduced the newly implemented WhatsApp channel, which serves as an immediate communication tool to update patients on urgent matters.

-Benefits

  - The channel allows for quick dissemination of information, such as the recent cyber attack, ensuring patients are informed promptly.

  - It also keeps patients updated on relevant news within the NHS and the practice.

5. Staff Changes

   The group was informed of upcoming staff changes, including the arrival of a new nurse on the 9th of September.

  - Three new receptionists are set to start within the next two to three weeks following recent resignations and staff transitions.

6. Any Other Business

There were no additional matters raised by the participants.

The meeting was concluded with a commitment to update the website as discussed. Dr. Raheem thanked everyone for their participation and noted that a new meeting would be scheduled in the near future.

The group would like to contact patients on occasion by email and/or text so that they can obtain the views of the widest group of patients possible. We would like to obtain your email address and mobile phone number to do this. Please complete the Patient Contact Form to provide your consent for this.