Norden House Surgery
Winslow, Bucks  

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The Patient Involvement Group has been meeting for six years and in that time has provided an invaluable perspective on the work of the surgery and the development of services at the practice.

The work of the group involves meeting with staff at least three times a year and providing feedback, from the Patients perspective, of: 

·       New developments at the surgery. 

·       New developments within the NHS and change flowing from this. 

·       The patient experience at the surgery. 

·       The patient/lay person’s view of customary practice at the surgery. 

We are always looking for patients willing to contribute to the work of this group.  

No special qualifications or experience are required. You just need to be prepared to talk about your viewpoint as a patient and contribute to the work of the group.  

If you feel you have a small amount of time to give and would be interested in the work of the Group, please contact Noel Ratcliffe, Practice Manager. Ask at reception to speak to Noel or ring 01296 713434 or by e-mail on noel.ratcliffe@nhs.net.

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Patient Involvement Group

Terms of Reference 

Aim of the Group 

To provide the patients perspective on the working and development of services at the practice.

This will include constructive feedback on: 

q       New developments at the surgery. 

q       New developments within the NHS and change flowing from this. 

q       The patient experience at the surgery. 

q       The patient/lay person’s view of customary practice at the surgery. 

Representation on the Group 

The Group will have 7 Patient members and 2 representatives from the surgery team. 

Each Patient member will serve for a maximum period of 3 years at which point they will retire from the Group and a successor will be sought. In some circumstances it might be necessary for a member of the Group to continue serving, in such circumstances a further period of 3 years may be granted by a majority agreement of the Group.

Meetings

The Group will meet 3 times a year. Extra meetings can be called if necessary with the majority agreement of the Group.

Meetings will be ‘chaired’ by one of the representatives from the surgery, preferably the Practice Manager. Other members of staff may be invited to attend the meetings as necessary in relation to items tabled for discussion. 

Each meeting will be agenda driven. Preparation reading will be circulated prior to the meeting. 

Ground Rules 

q       The meeting should not be the forum for personal ‘Gripes’. 

q       Criticism is good but it needs to be constructive. 

q       Meeting content should remain focused on ‘feedback’ and it is not the role of the group to become involved operationally. 

q       Avoid personal comments in meetings. 

q       Respect each other’s contribution.

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A Flavour of Patient Involvement Group Meetings …….

Minutes of the Meeting of April 06

Information had been circulated prior to the meeting about possible chairs to be purchased for the

waiting room. The ‘Friends’ have agreed to the purchase of a dozen chairs. NR was seeking the patient

view on the most appropriate type of seating.

 NH suggested that it was difficult to tell much from pictures and that it might be helpful to have

some to try for comfort. NR to look into this.

It was broadly agreed that there needed to be a selection, some with and some without arms,

acknowledging that arms are useful for assisting elderly patients to stand up from a chair.

JJ pointed out that the selections we were considering had curved rather than straight arms

and that this could affect how useful the arms were.

Suggestions were made for the disposal of the old chairs. JJ to provide NR info on this.

Minutes of the Meeting of Nov 07 

Next Years Flu Campaign. 

NR raised the planning of next year’s flu campaign. A brief outline of how the campaign currently

takes place was given including the categories of patients entitled to receive the vaccine.  

The costs associated with writing to 2,300 patients inviting them to attend for flu vaccination were rising

causing the surgery team to consider different ways of running the campaign. In common with other

surgeries consideration was being given to advertising generally (posters, newspaper ads, website etc)

and inviting patients. After a month of the campaign we would then search on those that had not

already attended and invite them by letter, reducing the number of letters being sent. It was felt that

many of our older patients would attend anyway regardless of the letter. NR wished to know what

the Group felt about this approach. 

All felt it was an acceptable approach.

Minutes of the Meeting of Nov 07 

Premises.

NR recalled the progress thus far with improving facilities and premises at the surgery. We

currently await a further meeting with the PCT re the Winslow Health Centre with a view to

purchasing and developing the site. NR not optimistic about this as it seems unlikely that there

will be any funding to develop the site. In the interim the surgery is going to be using further

rooms in the Health Centre to try and ease the existing room congestion in Norden House. 

There were strong feelings expressed about the inadequacy of facilities at Norden House,

particularly when compared to other surgeries. In particular the difficulties older people

experience in accessing consulting rooms that are upstairs. A feeling was expressed by the

meeting that the time has come for patients to express their dissatisfaction directly to the PCT.

RM to meet with NR about taking this further. 

Minutes of the Meeting of March 08 

Layout of the Waiting Room.

NR explained the experiment with the organisation of the seating in the main waiting room.

This is in response to a ‘suggestion’ from some Mums who wished the table to be moved

as their children were hitting their heads while using the toys. He asked what people thought.

JP commented on the ‘special atmosphere’ in the waiting room and felt that this seating

arrangement was not in keeping. Generally the view was positive.  

NR happy to consider any other suggestions and try these. 

Minutes of the Meeting of Nov 08 

Pharmacy White Paper.

NR went through the background to the Pharmacy White Paper and the possible implications

for the practice. The worst case would discontinue dispensing status for many practices.

There is currently a public consultation period which finishes at the end of the month. The

practice has been encouraging patients to write and put across their views.

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