This website uses cookies to function correctly.
You may delete cookies at any time but doing so may result in some parts of the site not working correctly.




PPG (Patient Participation Group)

Kingswood Health Centre has a formal Patient Participation Group (PPG) and are continually seeking a range of volunteers, from as wide a spectrum of patients, who wish to take part in this project.

It is intended that the PPG will be run by patients but with input from the surgery. The chair of the meeting is a member of the group, as well as Kingswood Health Centre's Practice Manager, Andrew Smith. If you are interested in belonging to a group that is focused on taking positive action to help the practice work with the local patient population, please let us know.

As a member of the PPG you may get involved with attending regular quarterly meetings, writing articles for our Newsletters, aiding in developing regular surveys and contributing to discussions to help shape the delivery of services.

If you are not already a member of the group, and would like to join, please contact the surgery and ask to speak to Nicole Canty-Davis.


Minutes of Kingswood Health Centre Patient Participation Group (PPG) Meeting

Held on Tuesday 22nd November 2016 @ 1.00pm


KHC Present:         Nicole Canty -Davis

Minutes:                 Julia Swanborough

Patients Present:   6 PPG members


Apologies:               5 PPG apologies


Welcome and Introduction

Nicole introduced herself and Julia Swanborough to the members present who, in turn, introduced themselves to the group collectively.

Those present were then advised of a Management Change within the practice. The previous Practice Manager, Andrew Smith, now holds the position of Business Manager and Nicole has now become Operations Manager.

It was felt that this would give the Practice more management time over the week with Andy working 3.5 days and Nicole working 3.5 days, effectively giving a total of 7 days management cover over a 5 day period.

Kingswood Health Centre now has no overall Practice Manager but two Level 1 managers. Andy Smith and Nicole Canty-Davis.


Nicole introduced Julia as the new Reception Manager and informed the group that Rachael Bridges has taken over the role of Senior Receptionist.


Matters Arising From Last Meeting

Patient Survey 2016 – Agenda item for today. See below


Chair and Minute by PPG – Please see below item ‘Election PPG Chair’.


Water Cooler in Reception – The request for a water cooler in reception has been declined. Apart from the financial implications, we have to take into consideration the Health and Safety aspect in respect of spillage/leakage. The PPG members were made aware that, due to the cost, the Staff will in fact be losing their water cooler. We will however reconsider in the next financial year.

Staff will provide plastic cups for patients to get drinking water from the toilets if required.


Management Change

See comments in Welcome and Introduction above.


Election PPG Chair

Members present were asked if they had any objection to Margaret Adams being elected Chair. No objections were raised.

Previously, it had been suggested that Andrew Smith was to be Chair, but as CCG recommendations are for PPG not to be reliant on Kingswood Health Centre staff to Chair and Minute meetings, it was suggested that he co-chair with Margaret Adams.

In line with the new management structure and, upon further discussion, Margaret stated that she would be happy for Nicole to co-chair with her as necessary.

There was a recommendation for the meetings minutes to be taken by the PPG but it was decided that this would be a somewhat onerous task for a PPG member so it was decided that Julia would minute the meetings moving forward.


2016 Survey Results

Nicole provided a copy of the survey to all members present to read through at their convenience. The survey was conducted on the practice telephone system.

Nicole was happy to report that the results of the survey were favourable and those patients surveyed appeared to be generally happy, although the practice is aware there is always room for improvement.

It was generally felt by the meeting that the results were very rewarding The Practice will look at and discuss any relevant information messages moving forward. It was indicated that the 999 message was repetitive so this has now gone.

The possibility of music being played whilst patients wait for their call to be answered will be discussed at the next meeting. It has been decided that this will be introduced over a 6 month time scale.


CQC Report

The CQC report is accessible online although Nicole would be happy to print a copy for anyone who requests it.

The overall result was good but the Practice was extremely pleased to be awarded outstanding in the area of ‘Response to Patients needs’ which encompassed the 6 patient group areas.

Nicole thanked Margaret for her presence and support on the day of the inspection, which was much appreciated.

The next CQC inspection will take place in 5 years’ time unless legislation changes and the time scale for inspections is altered.


Waiting Room Chairs

In the previous meeting it was suggested that PPG members could help with trying out a new seating system whilst giving out Patient Survey leaflets in October. This did not take place.

Nicole advised the members present, that, in order to facilitate a change in the way the patients queue, a PPG member would need to be present to ‘educate’ and direct patients, and that this would have to take place over a fairly lengthy period of time. It was felt that the introduction of new signage alone to try and incorporate this change would not work.

Upon further discussion, it was decided that, in the first instance, we would begin by moving the current ‘please queue here’ sign back to allow more privacy at the front desk.

It was agreed that this would be brought up at the next Staff meeting to remind receptionists to be mindful of confidentiality and to ask patients to move back, if necessary.

Nicole and Julia will also look into the possibility of some new signs to direct patients to their right after being dealt with at the front desk to eliminate congestion as patients currently take the shortest route to the left, which is back towards the queue, causing congestion.


Practice Telephone Number Being Displayed

The Practice telephone number is currently displayed to the caller as withheld/unknown. The possibility of the number being displayed was well received by the PPG members and seen as a positive so this will be discussed with the Business Team who monitor the telephony system.



It was mentioned that the booking of On-line appointments was, at times, somewhat confusing. We will liaise with the IT team to see what the potential problems are and endeavour to resolve.


Date of Next Meeting

Tuesday 17th January 2017 @ 2.00pm


Julia Swanborough

Reception Manager


Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website