Oct. 6, 2025
Agenda
1. Welcome and Introductions
2. Staff Update
3. Appointments update
4. Flu/Covid update
5. DHC Outpatients
6. Veterans Practice
7. Carers register
8. AOB
9. Next meeting
Minutes
Practice Meeting Minutes
Date : 06/10/25 Venue: Elizabeth House Medical Practice
Chair: SK/FC Minutes: Cara Johnson Attendees: SK/FC/SOB/CJ & PPG Group Apologies: None noted
Discussion
Welcome and Introductions Dr Kuganolipava, Dr Chaudery, and Shelley O’Brien welcomed everyone and expressed their appreciation for the PPG’s continued support and contributions over the past year. The team acknowledged the value of patient input in shaping and improving services.
Update on Staff Team
Several staffing changes have occurred recently:
Dr Tosin has left the practice.
Dr Faik joined in September and works Mondays and Wednesdays.
Jo (Phlebotomist) will be retiring in December; recruitment is underway for her replacement.
Natalie has joined as a new receptionist. She will be working on Tuesdays.
Two GP Trainees, Dr Khan and Dr Musa (GPST3), are with the practice for the next six months.
Dr Jegardasan, a Foundation Year 2 doctor, has joined and will be with us until the end of November, under the supervision of Dr Lauret.
All trainee doctors are fully supported by the practice team to ensure high-quality patient care and continued development in community healthcare
Update on Appointment System
NHS England is encouraging GP practices to implement online triage systems. Many have already adopted this model.
Elizabeth House aims to maintain both phone and online appointment booking options and does not plan to move to a full online triage model.
Online Forms are available from 8:00 am – 6:30 pm, and are monitored throughout the day.
Patients not calling to book routine appointments are encouraged to call at any time through the opening day, patients do not need to call at 8am when the practice opens for routine appointments, these can be booked at any time. 8am is the busiest call time currently.
FC demonstrated how to access online forms via the practice website so the PPG could see how these can be selected and filled.
Annual Review Update:
The annual chronic condition review recall process has been streamlined following an audit earlier in the year showing a higher proportion of missed appointments when patients did not attend. Patients can now combine nurse and GP appointments, reducing the number of visits and improving efficiency.
A recent audit showed an almost 50% reduction in missed chronic condition review appointments.
DHC Outpatients services at Elizabeth House
The outpatient service is now operational and has received positive feedback from patients.
Service offerings will continue to expand over the coming weeks.
Veteran Practice
A recent audit has suggested that the practice has a lower than expected number of military veterans coded as such in their medical records. Therefore, during the flu clinics this season, patients are being asked if they are military veterans.
This information is recorded to ensure eligible patients can receive priority referrals for service-related conditions.
The practice has also placed signage in the patient areas of the practice highlighting we are a Veterans practice.
Winter flu and covid vaccinations
Winter vaccination clinics have commenced, with the first session held on Saturday 4th October.
Additional clinics are scheduled throughout October.
Development of PPG
The practice is keen to hear suggestions from PPG members on potential areas for service improvement.
New members are welcome, and current members are encouraged to help grow the group. Action: All PPG Members – Consider areas for improvement and help recruit new members.
Patient survey
Elizabeth House was ranked joint 3rd best in Surrey out of 160 practices in the most recent patient survey.
A detailed summary of the survey results is attached.
NHS App
Vicky Rees (Receptionist) has been designated as the practice’s NHS App Champion.
She is undergoing training and be available to support patients with app-related queries.
Pharmacist questionnaire
The practice pharmacist requested feedback regarding repeat prescription ordering:
PPG Member Feedback:
Prescription processing via the pharmacy (when the pharmacy request prescriptions on behalf of the patient) can take up to 14 days, which is too long.
The PPG reported that they have experienced service problems with the local pharmacy recently
Response:
FC and SK advised that the local pharmacy have advised that the wait time for routine repeat prescriptions is 4 working days due a change in their internal processes
Patients are encouraged to use the NHS App to directly request their prescriptions as this is the current fastest and most efficient route for prescription requests.
Complaints discussion
A recent complaint involved difficulty sourcing an appropriate interpreter for a patient.
The practice is now working closely with Surrey Heartlands to address and improve our access to appropriate interpreter availability going forward.
AOB
PPG members would like a list of staff members displayed in reception. The practice agreed to organise this.
Next Meeting
January 2026 - Date to be confirmed.