The Pines Surgery 

PPG MEETING 

Date: 

07/10/2025 

Location: 

The Pines Surgery 

 MINUTES 

In attendance:  Sara Richards – Practice Manager, Dr K Beeston – GP, Michelle Brack – ANP, L Smith – Care Navigator 

Apologies:  None 

Agenda 

1. New representatives were introduced to PPG and staff members. It was discussed that the role of the PPG was for feedback on services and discussion about potential new services. 

2. Discussed that the focus of today's meeting will be new Anima online service that went live on you 01/10/2025.  

PPG member is seen in the news regarding this contractual requirement for online access and appointment booking for primary care. It was highlighted that many practices have been closing phone lines or online access to capacity but that this is no longer allowed with a new contract. 

3. It was discussed that her on the day demand is met by duty GP and minor illness nurses, we will have a new mindfulness nurse during this at the end of the month. Our minor's nurses are prescribers and deal with acute illness as well as having her own chronic disease areas. Our care navigation team assess and signpost patients to most appropriate clinician or service which may include minor illness appointments, physio, pharmacist, duty doctor or routine appointments as well as pharmacy services, midwifery and other community services. 

4. It was discussed that Anima is now active but has not yet had any significant impact on the number of telephone calls coming through. Today we received 50 Anima requests which ranged from clinical requests to prescription and administrative needs. 

5. PPG was advised that we will still take calls and requests at the front desk. Other practices are insisting on online only, but we do not feel this is appropriate for outpatient population, nor does it offer equitable access. It was discussed that the Anima requests will predominantly be dealt with by our care navigation team and we are therefore in the process of recruiting new care navigators. 

6. Patient representative raise concern about the generation dealing with technology. They asked about getting more information and training available to help those that do you want to utilise the service. It was agreed that we would look at the possibility of having some Help Station sessions, potentially managed by volunteers for peer support. It was also discussed leaflets that help explain the system would be useful. It was agreed that we should consider training 1 or 2 volunteers who could then responsibility for training others. 

It was also discussed that the screen for looking into can be intimidating for some, potentially this would be for volunteer support also. It was suggested that the touch screen area is quite busy on the wall, and this may lead to intimidation. 

Patient representative suggested considering getting help from local students to look at development of educational leaflets or even with volunteering to help with the above concerns. 

It was discussed that we would need support from PPG to help with engagement and getting information outpatients. 

7. Building extinction plans were discussed, we are currently waiting for a reply on funding application. We are currently in the process of trying to increase her appointment capacity, but this is limited by room availability.  

8. Surgery offers a phlebotomy service. PPG would advise that most surgeries do not do this, but we feel it is important as it is more accessible for older patients, and it means that we can more easily accommodate emergency requirements. We intend to continue to offer this service. 

9. Patient representative raised concerns about the music played on the hold system on our telephone service. Asking whether we could have something more positive. It was explained that we do not have control over this part of the telephone system but can ask the service provider. 

You the staff discussed the option for a call back on the telephone service. The PPG said that they felt people be concerned that they would lose the place in the call. It was explained that this is not the case and that they maintain a place and will be started back into the care navigators calls when it is their turn. 

10. Last weekend with our first main flu clinic, we have been doing children's flu clinics in previous weeks. It was discussed that we have children's packs for those attending the clinic, and also, we had you bubble which was very popular with children machines this year. It was agreed to this led to a more positive feeling about the vaccine experience and the children were happy to play in the bubbles and receive their pack. 

The PCN was discussed, explaining that we made-up of 3 practices with ourselves, Langhan Place surgery and Queensview Medical Centre. Physiotherapy, clinical pharmacist and social prescribing services are all through the PCN. COVID vaccination is also provided at a PCN level and is run through The Pines Surgery as the most accessible and best set up service for this. 

Date of next meeting:  2.12.25