Gower Street Practice Patient Participation Group Meeting
5th July 2012 – 1.00pm
Present: Patient members: Francis Lillie, Esther Murray, Jorge Ornelas, Felix Pirani, Roy
Prentice, Ian Butterworth. Staff: Dr Mark Hunter, Dr Sonia Chester, Dr Sabrina Ahmed,
Marcia Menichetti (Practice Manager), Virda Pempengco (Receptionist), Michelle Macdonald
(Temp Sec).
Apologies: Dr Raj Murthi
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Minutes of last meeting were circulated.
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Patient survey: Discussion of comments. These were circulated and discussed.
Overall, the results were very positive and the patient’s reported satisfaction with our
services. Only a few negative comments were noted:
Waiting times for appointments. There is already a leaflet for the same day walk in clinic to
explain first come first served.
A student had difficulty registering due to a misunderstanding of the registration procedures
at reception. Dr Hunter suggested registration procedures need to be clearer to avoid any
inconsistencies.
Confidentiality in reception: Discussion took place regarding problems with confidentiality in
reception, the configuration of the desks and the positions of the receptionists. Suggestions
were to have one person always facing front, prominent signs to say you can speak to a
receptionist privately. Marcia said the treatment room can be utilised for this purpose.
Waiting room monitor: The screen is not always working and often the patients do not know
where to go. As well as displaying the information on the screen, it was suggested that a
diagram below the screen with directions to the consulting rooms would be useful. All
outdated notices to be removed from waiting room and reception areas.
Mobile phone usage in waiting room: It was thought unrealistic to ban mobile phones
completely but to display a sign requesting to keep phones on silent so as not to disturb
other patients.
The patient group suggested using the collected data shrewdly, putting positive comments
on website. Virda commented that the positives are not highlighted enough and the
reception team were trying their best. Two new receptionists have started and training will
overall improve the services.
Gower Street Practice 2012
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Any other business
Recruitment of new PPG members: It was agreed that by encouraging young female
students to join will provide a balance and be a useful source of input. Dr Hunter said he will
try and recruit these groups.
Dr Hunter discussed Care Quality Commissioning. All GPs need to be registered and be
prepared for inspection by 2013. The move to new premises is not imminent.
On-line booking. Dr Hunter confirmed that once the upgrade to EMIS web is completed,
which is expected in Jan 2013, on line booking will commence.
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Date of next meeting: Thursday 25th October 2012 at 1.00pm.
Gower Street Practice 2012