<p> Whitchurch Health Centre The GP’s of Whitchurch Health Centre Armada Road Whitchurch The Armada Family Practice Bristol BS14 0SU Tel. 01275 839421 Dr G Badger Dr N Crichton Dr G Worsley Fax. 01275 540035 Dr I da Costa Dr K Jones Dr C Scott</p><p>To: All members of the Patient Participation Group Our Ref.</p><p>Date 27th March 2017</p><p>Summary of the Patient Participation Group Meeting held at Whitchurch Health Centre on Monday 27 th March 2017.</p><p>Attendees: Sue Cornish Margaret Bawdon John Button Helen Enticott Margaret Smith June (Ivy) Cole Pat Shoreland Christine Champion Graham Banfield June Long Bob Nevett Sue Herbert David James Winifred Harris Alan Day Ann Kerrigan Dr Kate Jones Dr Indra da Costa Tracy Moon, Reception Supervisor Julie Welch (Practice Georgina Bryant, Assistant Jade Harris, Assistant Manager and PPG Manager Manager Secretary) Vicky Dix, Practice Nurse Lisa Fisher, Manager Lloyds</p><p>1. Welcome, Introductions and Apologies </p><p>JW welcomed everyone, and introductions were made. The meeting started at 6pm. It was explained to the new members of the Group that the PPG is there to help the Practice to provide the best service possible considering the challenging circumstances we are currently working under, and not to raise personal grievances.</p><p>Apologies were received from Joan Orchard & Carol Millard </p><p>2. Actions Arising from Previous Meeting </p><p>The Minutes of the last meeting were accepted as a true and accurate record. </p><p>3. Complaints/Service Review/Patient Survey</p><p>JW explained that we have received a few complaints on NHS Choices recently, some of which are quite unpleasant and unreasonable and it would be good if the members of the PPG could check it out now and again and if they feel the comments are unfair perhaps they could add a positive comment in support of the practice. It is demoralising for everyone at the practice only ever seeing negative comments. However, when you put it in to context we have received 12 official complaints about our appointment system in the last 12 months which is less than 0.1% of our patient list, and also the complaints are about the system and not about the clinical service we provide. JW shared appointment statistics with the group which reveal the practice offer in excess of 70,000 clinical contacts per year (excluding Treatment room appointments), and that we are offering 1,854 patients per full time GP compared to the national recommendation which was 2,000 patients per GP (Mr Nevett has found some 2014 information on NHS Choices about recommended doctor levels which I will verify and take to the next PPG meeting).</p><p>We are always looking at ways to improve our service but whatever changes we make, we still only have the same amount of resource and appointments available to us. With this in mind JW shared a draft patient survey with the group and asked for their feedback by the end of the week as we want to get the survey out to our patients as soon as possible so they can tell us how they would like the appointment system set up. The closing date for the survey is 21st April 17 and the results will be discussed at a practice planning meeting on the 8th May and shared with the PPG once they have been analysed. </p><p>JW also gave the group the “did not attend” (DNA) stats which are approximately 2,684 lost appointments per year. We send a letter after 2 DNA’s informing the patients that one more and they will be removed from the list, but we also have to make decisions based on the patients’ health and personal circumstances.</p><p>4. Connexus Update</p><p>We are still piloting a Nurse led service with 5 other South Bristol practices in our area (Stockwood, Wells Rd, Priory, Nightingale and Birchwood) on a Saturday morning and a couple of mornings and evenings per week. The funding has been extended and we will continue with the service until Sept 17.</p><p>5. New Local Housing</p><p>We discussed the article in “Focus” the Hengrove and Whitchurch Park newsletter about 6,000+ new homes being built in the area, and the concerns raised by the local lib dem councillors. We also have serious concerns as we would be unable to sustain even a slight increase to our patient list unless there was an influx of doctors and nurses to primary care!</p><p>6. Practice Monthly Newsletter</p><p>We have had some very positive feedback about our monthly newsletter and we will continue to send it to all our patients, with recorded email addresses, at the beginning of the month with current practice news and health information. It can also be found in the waiting area.</p><p>8. Memory Cafe </p><p>We are looking for volunteers to help hand out coffee and cakes at our monthly Memory Café meetings, if you are able to help please contact Jade or Julie.</p><p>9. Health Watch and OCCPRG </p><p>Ann Kerrigan attended the Health Watch and One Care Consortium Patient Group meetings on behalf of the Armada PPG and fed back the latest news. Please see attached.</p><p>10. Recruitment Update</p><p>Dr Nita Maha is returning to us as a salaried GP on the 3rd April and Dr Charlotte Foley is starting with us on Tuesday 25th April. With the return of the salaried GP’s who were out on maternity leave and our new appointees we should now be fully staffed, but we will reassess our finances at our business planning meeting in May to see if we have any funding for further recruitment. 11. Dr Badger </p><p>We are planning a coffee morning on Wednesday 12th April, from 10am-12noon for anyone wishing to say goodbye to Dr Badger. Dr Badger has been with the Practice for over 30 years, she will be missed by staff and patients alike.</p><p>12. Next Meeting</p><p>The next meeting will be arranged for the end of June/beginning July.</p><p>The meeting closed at 18:50.</p><p>JA Welch</p><p>Julie Welch Practice Manager</p><p>Distribution:</p><p>External: PPG Members:</p><p>Internal: Armada Practice – All Partners and Salaried GP’s</p>