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North House Surgery
Hope Street
Crook
Durham
DL15 9HU
Tel: 01388 762945

Dr D W Young
Dr A Naeem
Dr A J Hardman
Dr I C Nwudoh
Dr R Oxley
Dr M Tang

Patient Participation Group Meeting Minutes

Tuesday 22^nd September 2026
6.30pm

Attendees:  Patient Representatives - (PI), (JP), (BH)
                    
                    Practice Representatives - (CH), (JPE), (LJ) 

Apols:         Patient Representatives – (MC), (JW)
1.	Welcome and Introductions 
Welcome and introductions were made. 
2.	Recruitment Of PPG Members  
Low attendance at the last couple of meetings, despite extensive promotion via posters in local pharmacies, waiting room, windows, and Facebook page. Meeting held at 18:30 to accommodate those working or at college. Discussion centred on approaching community groups to send representatives rather than targeting individuals. Identified groups include: Stanley community representative, Friends Together, Billy Rook Community Association, Howden Le Wear Community Group, Fir Tree Community Group, Witton Le Wear Community Group, Age Concern, veterans groups and carers groups. Plan to contact these groups and invite representatives to future meetings. Suggestion to approach individuals commenting on Facebook with invitation to PPG. Clinicians and social prescribers to promote PPG to appropriate patients. Plan to distribute flyers during flu vaccination clinics in October when footfall is highest. Info will also be displayed in the local library. 
3.	Practice Update
Flu and COVID Vaccination Update:
Guidance changes this year require clear consent before healthcare assistants or nurse associates can administer vaccinations. This has caused significant disruption to usual processes. Workaround implemented: consent information added to website with disclaimer that booking constitutes consent. Text messages now include multiple links causing patient confusion. Second invites sent with self-booking link only as consent already obtained. Clinics are now filling. Vaccinations cannot commence until 01/10/2026. COVID criteria unchanged: over 75s and immunosuppressed patients only. Childhood nasal flu invites sent; uptake poor, possibly weather-related. Vaccine fridges relocated behind reception for easier access. During planned vaccination clinics an additional check-in desk planned and patients will be advised to have arm ready.

CQC Update:
Last physical inspection 2017. Rated as good. CQC is currently inspecting practices in Durham Dales. Five working days' notice given. Inspection approximately five hours reviewing certain quality standards. CQC is standing agenda item on all team meetings to ensure that the practice is always prepared for an inspection. May contact PPG members for feedback once inspection confirmed.
4.	Digital Services 
Online consultation system 
Practice consistently promoting e-consultations for equity of access. Patients submitting e-consultations treated equally regardless of time submitted. Care navigation to community pharmacy, podiatry, and other services being utilised where GP appointments are not required.
Utilisation Of NHS App/Digital Access To Health Clinics
Digital access to health clinics are held every two weeks. Age Concern run these clinics with the aim of assisting more patients to access and utilise the NHS App. These clinics are well populated. 
Implementing Digital Support Assistant
CH informed the group that a digital support assistant is currently being implemented. This pops up on the practice website and assists patients to access the appropriate service for them without them having to ring the practice. This will hopefully go some way in reducing the bottleneck queues that we are continuing to experience when managing the call queue. 
Telephony Provider Review In New Year
CH informed the group that the telephony provider contract expires in 2028. Due to this, other providers will be explored next year as there are very sophisticated systems available in comparison the system that we currently have in place. This will also help with call queue management. 
5.	Questions and Discussion 
BH enquired as to what options were available to patients if they need to cancel appointments other then them ringing the practice. Patients currently receive text message reminders the day before their appointment, giving them plenty of time to re-arrange this if needed. Patients can also cancel their appointment via the NHS App. BH suggested having an option on the telephone system to accommodate this via the patient being able to leave a message rather than waiting in the call queue. This will be considered when we change telephony provider.
CH confirmed that the practice does not have a high DNA (did not attend) rate. 
Review Of Information Displayed In Waiting Area 
Attendees reviewed the format and positing of all information displayed in the practice. 
6.	Any Other Business (AOB) 
Nil to discuss.
7.	Summary and Next Steps 
Agreed actions 
•	Plan to contact groups identified and invite representatives to future PPG meetings. Invite individuals commenting on Facebook page to the next PPG meeting. 
•	Clinicians and social prescribers to promote PPG to appropriate patients. 
•	Plan to distribute flyers during flu vaccination clinics in October when footfall is highest.
Date of next meeting 
To be held in the practice at 18:30. Timing dependent on recruitment success. If sufficient interest is confirmed, meeting will be brought forward to beginning of December. Otherwise deferred to after Christmas. 
Closing remarks
CH thanked the patient representatives for their commitment, support and input.