Patient Participation Group Minutes

Our latest PPG meeting minutes.

Present

• Pete Life ( PL)     
• Jill White ( JW) (Chair)    
• Ann Nicholls ( AN)     
• Nick Benson ( NB)    
• Penny Dobson ( PD) ( Minutes)    
• Ian Goodenough ( IG)    
• Dr Darren Smyk (DS) (GP)    
• Kathy Turner ( KT)  ( Practice Manager)    

Apologies

• John Plumb

Welcome to new member 

Pete Life  (PL ) was welcomed to the PPG as a new member.  PL could only attend part of the meeting this time, so we introduced ourselves before PL had to leave. PL explained that he has been a patient at TFP since 1992, when it took over patients from the Whiteladies Practice.

PL brings over 30 years of IT programme management and consulting skills. He will be a valuable resource for us. 

Minutes of last Meeting ( 9/09/2025) 

These were approved.

Feedback on new system: Improving Access to Appointments ( KT and DS)

As outlined in our last meeting, this new system, affecting routine (non-urgent) appointments, is designed to enable patients to more easily submit requests online and receive a reply within 1 working day. It started on October 1st 2025 and has been closely monitored to see how effective it is – and to highlight and address any issues that arise.

The feedback from PPG members was that it is working well – and is an improvement to the previous system. However KT said that it has resulted in considerably more pressure for GPs in the Practice, as they are getting at least 150 e-consult enquiries a day to decide how to triage most effectively. The e-consult seems be falling into 3 categories:-

A)    Patients who need a face – to - face appointment or a phone call
B)    Patients who have been filtered out by the reception team ( including urgent ones)
C)    Patients where the problem seems unclear. These may be returned to the reception team with some conditions.

TFP aims to offer an appointment within 2 weeks or general advice. Other Practices have set up a waiting list, but TFP doesn’t wish to do this.

 The new system is being reviewed weekly by the GP lead team, in order to make adjustments and to train up the navigation ( reception)  team to assist with triage, as appropriate. DS said that it is early days – and he thinks that it will “bed down”, both from patients understanding about its best use – and the TFP responding in the most effective way eg supporting patients who don’t need a GP appointment. It will be difficult to predict the level of demand over the Christmas period. 

Time will also allow TFP to understand the pattern of demand – and to be able to accrue some statistics to support this process. 

There was a discussion about the recent advice from TFP for patients to apply for their prescriptions early due to the Christmas period. JW said that she did this, but she was told by the Prescription Hub that she couldn’t have her full prescription as not all of it was due. ACTION DS will ensure that this is taken up with the Hub, as it runs counter to TFP guidance.

IG asked whether there was any national guidance to support GP Practices to roll out the new system. DS said that every Practice has a different demographic, so it will be difficult to generalise the advice. All Practices had very little time to prepare, so it has been a challenge. There aren’t any AI tools mutually agreed yet. 

JW asked about the level of support needed for patients who are not IT literate and who therefore need the reception team to help use the new system? This service has not been needed very much as yet. There have been very few complaints about the system – and staff have noted that the level of frustration/rudeness to staff has reduced. JW said that she was proud of the way that TFP staff team were operating – a view endorsed by other PPG members. 

Staffing and DNAs

KT reported that Dr Blazewicz is going on Maternity leave mid Jan 2026.  She will be replaced by Dr Barnaby Smith. She was also happy to report that a new phlebotomist has been recruited to TFP.

A lead nurse vacancy in the treatment room is currently being advertised and another health care assistant has resigned, due to wishing to work closer to home. Another health care assistant has been recruited. 

There is a lot of staff sickness at the moment. KT reinforced the need for protection via immunisation. 

Report Name: DNAs (Nurse) - Flu excluded Sept 2025 - Nov 2025

0-17	18
18-39	73
40-64	51
65 and older	54
	198

Report Name: DNAs (GP) - Flu excluded Sept 2025 - Nov 2025

0-17	9
18-39	43
40-64	24
65 and older	28
	104

There has been a decrease in both Nurse DNAs and in GP DNAs compared to the previous 3 month period.

Matters Arising from Minutes 9/9/2025

There were none.

Proposed date of next meetings

9/03/2026 : 9/6/2026 : 7/9/2026 : 8/12/2026

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Present

• Jill White ( JW) (Chair)    
• Ann Nicholls ( AN)     
•  Sarah Udo-Affia ( SU-A)    
• Penny Dobson ( PD) ( Minutes)    
• Ian Goodenough ( IG)    
• Dr James Baker (JB) (GP)    
• Kathy Turner ( KT)  ( Practice Manager) 

Apologies and acceptance of minutes

Apologies received and minutes accepted.

New system: improving access to appointments (JB)

JB outlined the main points in the attached paper. This new system, affecting routine (non-urgent) appointments, enables patients to more effectively submit requests online and receive a reply within 1 working day. This new system will start on October 1st 2025; it will be closely monitored to see how effective it is – and to highlight and address any issues that may arise. Other services at

TFP (eg urgent/same-day requests by phone, blood tests or treatment room appointments), remain the same.

The purpose of this meeting was to answer questions from PPG members about the new system.

JB said that until now, the online booking system (via TFP website) had operated on a part-time basis and would close when capacity was reached; now it will operate from 8am – 6.30pm Monday – Friday, when there will be a dedicated team to respond to on-line requests (see paper).

SU-A asked whether the message on the TFP phone number will change?

JB said that it will very slightly to reflect the new system, but they anticipate that there will be fewer people needing to use the phone as a result of the new system.

AN asked: will a patient still be able to see their own doctor (on e-consult)?

After the e-request has been triaged – and, if it needs clinical input, the patient will be sent a text back with a link to either book a telephone/visit appointment with named GPs (enabling the patient to choose approximately up to 2 weeks in advance), or a link to book a blood test etc. This link will be effective for 7 days.

IG asked: how is the new system going to be communicated to patients?

JB said that patients will be informed by text within the next couple of weeks; there will also be posters in the Practice waiting area, plus (as above) a new message on the telephone.

JW asked what the implications might be for strengthening a clinical care system that relies on written patient evidence, rather than the spoken word, with all its nuances?

JB agreed that there are limitations to the written word – and this system risks losing some important human interaction; however, this system will allow Practices to meet the increasing demand for its services and with resources being correspondently stretched.

PD asked whether the anticipated increase in uptake for e-consult will put pressure, both time and money-wise on TFP?

JB said that this will be monitored; it may be that better organisation of routine appointments will release time for the reception team and potentially the clinical team. The Pembroke Road Practice has been operating this new system for over 18months – and to apparent good effect.

It was agreed that the PPG will put this issue on the agenda at future meetings. JW suggested that in the meantime she could act as a “go between” if PPG members have any issues or concerns on this system – to feedback to TFP.

JB was thanked for his time and clear explanations.

NB See notes at end.

Staffing and DNAs

KT reported that the TFP’s nursing associate will be going on maternity leave next month. and one phlebotomist will be leaving this month. The other phlebotomist is filling some of the hours but not all. Recruitment is proving a little challenging (it often happens that you offer a job, they accept and then you don’t hear from them again which is time wasting and frustrating!). TFP has recruited someone for the short term, who can work during university holidays, so will provide some resilience then, but is not permanent. TFP is interviewing again this week and hope for more success.

TFP has had one resignation in the reception team, who has been replaced with an experienced receptionist from central Bristol (saving the pressure of training again).

Report Name: DNAs (Nurse) - Flu excluded June 2025 - Aug 2025

0-17	12
18-39	102
40-64	64
65 and older	52
	630

Report Name: DNAs (GP) – Flu excluded June 2025 - Aug 2025

0-17	17
18-39	49
40-64	28
65 and over	24
	118

There has been an increase in Nurse DNAs and a decrease in GP DNAs

Matters arising from minutes 9/6/2025

Item 3 PD reported that she has made contact with Julie McFadden, PCN Manager, via KT, and has been invited to the Poorly Puppets session with parents on October 14th, to talk about potty training and the resources of ERIC, The Children’s Bowel & Bladder Charity, which she set up in 1987.

Item 4 KT reported that there is a whole section on Social Prescribing on the Practice website: https://www.healthwest.co.uk/social-prescribingibing

Item 7 KT has investigated, but the Grade 2* Listed Building status restricts the Practice from putting a handrail along the path in front of the building.

AOB

None.

Proposed date of next meeting

01/12/2025