The Patient Participation Group at Newent’s doctors’ practice has been following up problems repo66rted by some patients who collect their medication from the dispensary attached to the surgery. At its meeting on 12 January the PPG heard about the causes of the problems and how the new dispensary manager is working to establish rigorous handling procedures and improve staff training to make individual items easier to locate first time. She also explained a new ‘diary box’ system which gives patients the option of depositing their next repeat request in advance when they collect their medication. As all their users live outside a one-mile radius, this is convenient for them as well, saving a trip into town. It even eases congestion in the surgery entrance.

In any event all patients can help by putting in their requests a week before they run out, and they should avoid last-minute requests if they can because urgent orders inevitably cause extra work. On the other hand, ordering on-line (using the NHS app or a web-based service) lightens the load and even allows some of the work to be done remotely when there are peaks. And although at the moment it isn’t possible to get text alerts like those enjoyed by users of the Day Lewis pharmacy in town, the dispensary manager hopes that a change to their software systems will allow them to add that service.

The PPG also asked whether a self-service kiosk could be installed but this had been ruled out for reasons of space and cost.

The patient participation group consists of volunteers, and it exists to improve communication both ways between patients and the Practice on matters which are likely to affect patients in general (not individual cases). They act as a ‘critical friend’ to help the Practice continually improve its standards.

If you have ideas or comments for the PPG to consider please visit:

• www.newentdoctors.nhs.uk/navigator/contact-the-ppg/