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Patient Participation Group
Join our PPG and help us to improve and maintain our services.
The Aims of the Patient Participation Group
- To offer opinions in a constructive manner and to put forward ideas on behalf of other patients.
- To improve the provision of health care.
- To improve communication between surgery, patients and the wider community about matters concerning the surgery and health in general.
- To provide assistance in development of new services.
- To encourage a spirit of self help and support amongst patients to improve their health and social care.
Getting Your View
The group would like to contact patients on occasion by email and/or text so that they can obtain the views of the widest group of patients possible. We would like to obtain your email address and mobile phone number to do this. Please complete the Patient Contact Form to provide your consent for this.
Patient Participation Group Meeting Minutes - July 2025
October 2025
Attendees
- Practice Staff: RG, IK, SA
- PPG members: MD, NP, AJ, AD, HM and apologies from EL
Agreed Actions from today
- Await repeat QI cycle and then review the answer message to see if more improvements can be made
- To maintain the current patient satisfaction rates
- Help increase patient feedback by handing out feedback forms at reception and when seeing clinicians.
- RG to contact the PCN clinical director to ask about how our PPG can be part of a PCN PPG or larger group to receive more business information and help give their views on services and changes
- RG and IK to look into the feasibility of contacting patients aged over 55 regarding identifying their IT needs
- NP (PPG) to liaise with IK on how to improve engagement with local residents with the walking group, coffee morning and IT drop-in session
July minutes
These were signed off and the practice has changed its answer message and will reassess the number of missed and abandoned calls as part of QI work and discuss at the November 2025 PCN meeting.
The PPG felt that the message was still too long and also sometimes the call back function did not work but did find this useful.
ACTION: Await repeat QI cycle and then review the message to see if more improvements can be made
CQC Visit
The practice had a full inspection on 30th September and 1st October 2025 as this was due. The last assessment was 8 years ago. The clinical interview with the lead GP is still to take place and a PPG member is to be interviewed by telephone.
GP Patient survey 2025
RG presented this year’s results which had a similar return rate to previous years of 16% and a total of 136 surveys returned.
Key results were:
- An overall patient experience of 87%, similar to last year. The ICB is 70% and national is 67%
- Very good access by phone and online and helpful staff, again higher than the ICB and national
- Very good appointment experience of 89 to 95%, ICB 82 to 88%, and national 67%
- The online satisfaction rate had improved on 2024
ACTION: to maintain the current patient satisfaction rates
Friends and family results July to September 2025
Overall satisfaction rate: 94% (32/34)
- Very good – 28
- Good – 4
- Neutral – 2
- Poor – 0
- Very Poor – 0
Comments: friendly and helpful staff and good access
ACTION: HM (PPG) suggested to help increase patient feedback by handing out feedback forms at reception and when seeing clinicians.
Business Plan
RG discussed the current business plan and since last year we now have a Turkish PPG member.
The main new priority is increasing online use and aiming to be totally online as part of our PCN contract. The PPG shared reservations about especially older patients not being able to use online access. HM (PPG) suggested contacting patients aged over 55 to assess their IT needs.
RG advised that the practice already has online access during core contracted hours and 40% of patients are signed up to online access. One option is to use remote telephony to help complete our online forms which will support patients and capture the necessary information needed for total triage including preferred clinician, and continuity of care. These can then be processed by our practice staff who know the patients and can process these requests.
HM (PPG) asked how the PPG can receive more information on future cha
PPG Improvement money update
Spend so far:
- £2085 on lift works – completed on 17.10.2025
- £413 – fire evacuation chair purchased
- £200 – reception cooling fans
Pending:
- Fire door works – £600
- Practice equipment and furniture – reception chairs, examination light, height measure, other equipment – using the remaining budget
- Legionella works – if budget allows before 31.3.2025
AOB
RG updated the PPG on additional patient services being run by Together Better. These include the Thursday am walking group, coffee morning and IT support – to start once a volunteer is recruited.
The PPG (HM and AD) volunteered to help with new staff interviews.
ACTION: NP (PPG) shared that they can help promote patient services such as the coffee morning, walking group and IT support as a lot of patients may not understand what these involve and how they can benefit patients. They will liaise with IK, as they have previously helped organise activities at their local estate.
Next Meeting: January 2026 – Discuss a patient newsletter and content.