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Out Of Hours


Minutes of patient group meeting 19 September 2017


Chair – (KB).

(DM), (GB), (MI)

Practice Manager – Mike Holmes (MH) Receptionist – Tracy Stocki (TS)

1. Apologies and Introductions

Apologies: (BA), (CA), (CG), (MK), (LB), (HD), (LW), (DD)

KB noted the change of date had had an adverse effect on attendance.

2. Minutes  

The minutes of the last meeting 25 April were approved.

3. Reception

TS introduced herself and answered questions from the group on the reception role and difficulties and challenges faced on a daily basis. GB suggested an ID card for deaf patients that had been successfully implemented elsewhere.

4. News Update

MH gave update on practice news and answered questions from the group

    • Holt Park Medical Practice Closure – considered to be complete without a negative impact on the surgery. Around 250 patients had moved across as part of the process and all had gone smoothly.
    • Dr Woodward started in the practice, increasing our Female GP numbers, and is currently working 3 days. (We will invite her to a future meeting). Dr Kitchen has reduced her days to 1.5 per week.
    • New Practice Website – this is online ( and part of a wider project of local practices working together to improve online services. As well as incorporating the latest in Web Design, and being optimised for mobile and tablet, the website has a range of new content and is designed to encourage patients to select appropriate services as an alternative to a GP appointment
    • As a training practice we have a GP registrar working with us (Dr Jai Dix-Nagra) who will be with us for 6 months from 1 August. He has settled in well and is seeing patients under the ongoing supervision and coaching of the existing GPs. The practice will also welcome 3 3rd year medical students for 5 week placements from October, following last year’s successful intake.
    • The practice goes from strength to strength with utilisation of online services. Over half our patients now have a nominated chemist for Electronic prescriptions, and up to 80% of all prescriptions now go electronically as the NHS moves to eliminate the old Green Paper Slips. Over 40% of patients now use online services to order prescriptions, book appointments and view their medical record. The group suggested a future invite to a Pharmacist to answer some specific dispensing related questions.

5. Feedback from PPG Awareness Week 19 to 24 June 2017

Feedback from KB and DM was of a successful week, patients were extremely receptive to the aims of the group and many expressed an interest in joining. The follow up emails largely went unanswered, although 3 patients did respond and agree to attend the meeting. One patient (HD) apologised that she couldn’t make the rearranged meeting and intends to attend next time.

The overall disappointing follow up was noted, but the exercise is still probably worth following up.

6. Development of a Patient Responsibilities Statement

KB raised the Rights and responsibilities Statement on the surgery website. ( After some debate it was agreed that these are reasonable, common sense, and pretty generic for most healthcare providers. It was agreed to ask the wider group for any feedback before returning to how these can be publicised more widely, especially to address the never ending issue of non-attended appointments.

7. Review of the Terms of Reference (particularly Aim 3)

Deferred until next meeting, due to lack of time.

8. Suggestion for a water cooler in the Waiting Room

KB raised the possibility of a water cooler in the waiting room, especially useful on very hot days. It was acknowledged that receptionists provided water on request for patients. MH explained this was not a cost issue for the practice (many hospitals have removed these due to cost) but a more practical issue due to spillages particularly children playing with the water, and practice liability should anyone slip.

9. Next meeting

Agreed for 16 January 2018 – 18:00

KB thanked everyone for attending

The meeting closed at 7.10pm

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