Patient Participation Group

Parkbury House Surgery Objectives

The objectives of the Patient Participation Group (PPG) are to:

• Ensure that patients are involved in decisions about the range and quality of services provided and/or commissioned by the practice;
• Work with the practice to solicit the views of the patient community: e.g. in respect of the services being delivered/commissioned by the practice; convenience of access (hours of opening); ability to book ahead; ability to be seen quickly; continuity of care; modes of contact with the surgery (e.g. face to face, telephone, electronic etc.); range of skills available and accessibility and new services that are required by the patient community;
• It exists to put forward ideas and solutions and to seek to improve current practice 

Membership

Membership of this group is on a voluntary basis and is open to all registered patients of the Practice. It is the intent that the group is representative of the practice population.

The Practice is further supported by a virtual PPG; this is a group of registered patients who have volunteered to engage on an ad hoc basis with the surgery via email.

How We Work

• Develop a structure that gains the views of patients and enables the practice to obtain feedback from the practice population, e.g. via this group and the virtual PPG
• Agree areas of priority with the PPG
  • Patients’ priorities and issues;
  • Practice priorities and issues including themes from complaints;
  • Planned practice changes;
  • Care Quality Commission (CQC) related issues;
  • National GP patient survey issues.
• Collate patient views through the use of survey (at least once per annum);
• Provide the PPG with opportunity to discuss survey findings and reach agreement with the PPG on changes to services;
• Agree an action plan with the PPG and seek PPG agreement to implementing changes;
• Publicise actions taken and subsequent achievement by doing the following:
  • Giving a description of the profile of the members of the PPG;
  • Demonstrating the steps taken by the practice to ensure that the PPG is representative of its registered patients and where a category or 2 categories of patients is not represented, the steps the practice took in an attempt to engage that category or categories;
  • Show the steps taken to determine and reach agreement on the issues which had priority and were included in the local practice survey;
  • Publicise the manner in which the practice sought to obtain the views of its registered patients;
  • Show the steps taken by the practice to provide an opportunity for the PPG to discuss the contents of the action plan;
  • Set out details of the action plan demonstrating how the finding or proposals arising out of the local practice survey can be implemented and, if appropriate, reasons why any such findings or proposals should not be implemented;
  • Provide a summary of the evidence including any statistical evidence relating to the findings or basis of proposals arising out of the local practice survey
    and conclusions;
  • Set out the actions which the practice and, if relevant, the PCT, intend to take as a consequence of discussions with the PPG in respect of the results, findings and proposals arising out of the local practice survey. 

Meetings

The PPG will meet on a routine basis every 3 months; the frequency of meeting will be adjusted as and when necessary.

Quorum and Decision-Making

At Group meetings, a quorum will consist of 5 members, including the Chairman of the PPG, Practice Manager or a senior member of the practice as a nominated deputy. The PPG will aim wherever possible to reach decision by consensus. Where this is not possible the view held by the majority of those present will be the view that is agreed and taken forward by the group.

The last agenda was on 15th January 2025:

• Welcome and apologies
• Minutes of the last meeting
• Matters arising
• Parkbury House report
• Presentations
• Social Media and Parkbury House
• Green impact
• Social prescribing update
• Any other business

Summary of Parkbury House Surgery PPG meeting, 15th January 2026

Attendees

• Paul McNally (chair)
• Natacha Morar
• Jonathan Freedman (Parkbury House Surgery)
• Caroline Cook
• Valerie Shrimplin
• Sandie Taylor
• Patricia Furse
• Kathryn Carassalini
• Lorraine Paul
• Steve Hamill

Apologies

• Isabel Martorell
• Martin Taylor.

The chair welcomed everyone to the meeting and asked each person to introduce themselves briefly.
The minutes of the previous meeting, September 11th, 2025, had been circulated prior to the meeting.

1. Matters arising/amendments

1.1 JF confirmed that Dr Bruce Covell does not work once a week, he is currently the Training Programme Director, (TPD).In response to PH’s request for funds, Kathryn has committed herself to walking the equivalent of 6 marathons within the month of January to raise funds for the practice to be able to purchase a FeNo  machine. All members of the PPG voiced their thanks to Kathryn for her magnificent efforts, dedication and commitment in securing funds for the machine for the practice; this is a wonderful achievement.

FeNo: The potential benefits

• Improved accuracy of diagnosis for patients suspected of having asthma;
• Improved effectiveness of patient care through better understanding of an individual’s condition;
• Improved patient outcomes, reducing the risk of exacerbations and admissions to hospital;
• Reduction in inappropriate prescribing, including corticosteroid prescribing.

All monies raised will be deposited with Parkbury House in early February, once the challenge is complete, and ring fenced. If the monies raised exceed the total required, it was agreed that the practice could determine the best use of those funds.

_{1 A FeNO machine measures fractional exhaled nitric oxide (FeNO) in a patient's breath, serving as a diagnostic tool for asthma and monitoring airway inflammation.} 

Action

As soon as the funds made available purchase the FeNo.

1.3 Other matters, CQC, eConsult, Communications, Social Prescribing and social media to be covered within the existing agenda.

1.4 The Parkbury House report had been circulated prior to the meeting and there was general agreement that a written report was far more favourable than a verbal one. JF commented that the Practice was preparing for a possible CQC  visit. The last visit was in November 2021 when it was rated, ‘good’ in all areas. Various factors influence the timing of their visit, but Dr Covell’s retirement would automatically trigger a visit as the practice needs to re-register for CQC, JF and HG  will be registered for the practice. KC commented that although rated good previously we should aim high – OUTSTANDING and this ambition should be embedded into the PH’s strategy, ‘outstanding’ requires excellence across all areas. JF stated that there was much to be done in preparation for an inspection. The practice had picked up on and was working on recommendations from the previous inspection. PH had enlisted the support of a third party to this end. PMcN commented that he had met with inspectors on their previous visits and felt that the PPG has a key role to play in this regard.

VS commented on the somewhat high turnover of staff outlined in the report. JF agreed that significant senior staff had left, however, the practice has other outstanding team members. He said he was proud of all members of the practice, but he made special mention of the reception team.

The practice had also secured through a bid a NIHR Capital Investment award. This will allow us to refurbish a clinical room and create a sample processing space so that we can develop our clinical research capabilities. The investment will benefit our patients by expanding opportunities for research participation for people living in St Albans. 

SH raised the issue from the report of Google reviews. After receiving exceptional service from the surgery, he decided he would leave a Google review, so he visited the surgery website, expecting to see a QR code (something that he had provided the surgery with many months ago) or a link to the Google reviews’ page. As far as he could see, there was no link on the website to enable patients to leave a review. To leave a review, patients must be very determined, as they must go to the Google Maps website, log in, select the business that they want to review and then write the review. He asked that the surgery put the QR code on the website, this would enable patients to scan the code with a mobile phone and be linked directly to the Google reviews’ page for Parkbury House. He also pointed out that the current QR code is no longer working. He said he could re-generate the code for the practice; to do so, he would need access to the Parkbury House Google account and said he could re-generate the code for the practice.

_{2 Care Quality Commission
3 Drs. Freedman & Gandhi.}

Action

The surgery would ensure that the QR code would be re-instated, by SH???

At our September meeting we, PPG, presented a note to partners regarding future plans for PH. In response the partners will review and plan the practice’s future direction. Following this, PH will organise a joint meeting with the Patient Participation Group (PPG) in early spring to share its 5-year plans and vision with the wider practice community. This was welcomed by all in the PPG as we help shape the future of the practice.

Action

NH to liaise with PMcN to finalise an appropriate date for this meeting, probably a Saturday morning.

1.5 eConsult. Some discussion took place about the effectiveness of eConsult. The practice is looking to improve it. KC asked whether PH had incorporated into eConsult the social prescribing template as a way of capturing potential referrals at source. JF confirmed he was aware of this add-on, but it is not currently included in the PH package. KC also commented that it would be a good idea to present a video on the workings of eC, featuring members of the practice and put it onto YouTube, (c.f. The Lodge surgery who posted a video two years ago about the subject). It was agreed that the present system needs some refinement.

Action

NH to co-ordinate the production of a YouTube eConsult guide.

2. Presentations 

2.1 SH asked about a couple of issues. The first was about 'Home Instead'. It is a small family run business serving St. Albans, Harpenden and Radlett. A couple of points emerged. They do offer the possibility of supporting those in need of end-of-life care, but not on an emergency basis, i.e. they rely on referrals from GP practices for patients who want to remain in their own homes. PMcN added that he had liaised with them. Fiona Harrall offers a free service to GP practices talking about dementia care, she told me that she has been in most of the surgeries in St. Albans except PH. The talk lasts about one hour. They are anxious to support/complement GP practices in the work they do. Fiona also runs a ‘Memory Café’ for people with dementia and their carers. BC had previously said that he was interested in a presentation. Fiona sent an email but has heard nothing from the practice. JF stated that he did not feel the practice needed such a presentation and he asked NM to send a letter to Fiona Harrel informing her of this.

Action

PH to follow up.

2.2 The second point concerned Rennie Grove Peace Hospice Care. Some time ago they made a presentation about their services to the PPG and the surgery said it was interested in having a presentation to the Parkbury House personnel. Since then, nothing has happened. SH wondered if the practice was still interested. JF said that the practice has regular meetings with the management at Rennie Grove, once a month, and that the practice had a good relationship with them and wasn’t sure of the value of an additional presentation.

2.3 PMcN said that following on from this he had lined up a brief talk from Dr Pile who leads on the Living Well Course, scheduled for April’s meeting. He also mentioned about a contact with a colleague who could present an interesting talk about Bees and the positive merits of them. ST offered a salutary note regarding the potential risks associated with Bee keeping. 

3. Social Media

The chair had circulated a PPT presentation from KC. At a previous meeting we had discussed the topic and KC’s presentation was very well received and was most apposite. KC stressed that it is important for the practice in this day and age to have a social media presence, particularly at a time when it can appear to some that doctors are even more remote to patients in an eConsult world. PH has never been particularly active – with sporadic posts 5 years ago – but social media presence had lapsed. The case was exceedingly well-made and both NM & JF were very enthusiastic to embrace the whole concept. They had pencilled in a name of a member of staff from PH who would champion the cause. JF thanked KC for her wonderful presentation. JF asked if KC could act as a mentor confirming they had asked Dr Phillips to get in touch - to discuss approach in support of potential next steps with a first focus on establishing a planned presence on Facebook and Instagram and creation of a planned content calendar. 

Action

PH to appoint a member of staff to oversee.

4. Green Impact

PMcN outlined the progress thus far, the practice has received the Silver award. Sadly, staff who had championed this in the practice had now left. The Gold award would need the support of a named individual in the practice if it was going to achieve it. Several members of the PPG have much expertise in the area of sustainability, (CC, ST and her husband). The chair hoped that the practice could undertake the move to Gold, he would also follow up on the offers of support from members of the PPG.

Action

PMcN to follow up on offers of help and circulate Green Impact website.

5. Social Prescribing

PMcN had previously circulated a paper about SP. He was asked about the nature of issues raised and specifically about the ranking of concerns most frequently raised. It was felt this be helpful in setting a baseline to see which topics increase or decrease in interest so that skills can be appropriately matched. In response he stated that there was a wide range of issues encountered when patients came in. He said that he was producing some more documentation to put out at reception to inform patients about SP and its potential. He had previously addressed the whole practice and the PCN , he would undertake to talk the practice again. March 26th is Social Prescribing Day and PMcN was producing material to advertise it within the practice.

Action

PMcN to liaise with NM re. presenting to staff.

There was general agreement that our PPG contained a wide range of highly skilled professionals and it would potentially be beneficial to tap into those skills. VS volunteered to forward to PMcN a skills’ audit for him to circulate to colleagues, for those interested in contributing to the work of PH in areas where they can add value – skills will be collated into one place allowing these skills to be leveraged by PH as an additional resource. 

Action

VS [done]

6. Newsletter

The PPG produces a newsletter in partnership with PH, please forward any items to PMcN by 26th January for potential inclusion.

7. AOB

PMcN referred to a young people’s survey conducted in 2017. The purpose was to establish their views on GP services and their experiences of GP practices. He is going to conduct another survey later in 2026.

The date of the next meeting was agreed, 16th April, 2026 at 6.30pm (please not there may be an additional meeting with the partners).

_{4 Primary Care Network, (other members Midway Surgery and Grange Street surgery).}

The next meeting will be held at 6.30pm on 16th April in the Practice Library