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Patient Participation Group
The practice has a Patient Participation Group (PPG). This is a group of patients of the surgery, who work with the practice to improve patient experience, services, and identify solutions to problems.
A representative from the practice management team and a GP partner also attend meetings so members get an opportunity to raise matters relating to the practice directly with representatives of the surgery.
The Patient Participation Group meets four times a year. Members are asked to attend meetings or advise when they are unable to do so.
Join the PPG
The Patient Participation Group is open to all patients registered with the practice.
If you are interested in the work of the PPG, or would like to join, please complete our Patient Participation Group Registration form.
Latest PPG Reports and Minutes
To obtain a copy of previous minutes or reports, please contact us
Tuesday 19th May 2026
Attendees: Mike Bernard (MB) (Chair), Mike Holbrook (MH) (Vice Chair), Michelle Moore (MM), Ann Soroko (AS), Sue Hayes (SH), Sally Gardner (SG), Jane Coates (JC), Annie Meehan (AM), Debbie Lambe (DL) (Practice Operations Manager)
Apologies: Philip Barber (PB), Jane Parry (JP), Claire Woodbridge (CW), Jenny Pickering (JP) Jonathan Knight (JK)
Minutes Of Last Meeting
MB asked whether ethnicity information could be provided within demographics in order to help prioritise contact with unrepresented groups.
MB reached out and invited the two patients to this meeting. One has made contact, but another has sadly passed away. There is another patient who has expressed an interest in joining. Members suggested inviting them to the next PPG meeting to get a feel for how it runs – MB to contact them.
DL advised that queues would be split into two with another navigator provided in order to limit queue length. Seats could not be set up in the queuing area as this would block passage in the waiting room. Suggested that service users having difficulty standing could ask another service user to hold their place.
The care coordinator who addresses cancer care reviews was unavailable for this meeting, so this item was held over.
DL advised that partners were unwilling for photos to be displayed in the waiting area. This display would be extremely volatile – changing frequently due to staff turnover.
It was suggested that the minutes of the last meeting be sent to the group when the agenda is shared ahead of the meeting. It was also suggested that reports/data would be beneficial. DL to action this.
Terms of Reference
There was discussion around getting the Terms of Reference signed off. DL is working on the version previously sent to her. The plan is for DL to finalise and return to MB. MB will ensure that proposed updates are clearly displayed within text and questions only displayed as comments. The ToR will then be re-circulated to members for approval with only any points of contention brought to another meeting.
Practice Report
April 2026 Data Overview
DL introduced the idea of including more data in meetings to support discussion and trend analysis.
Did Not Attend (DNA) Appointments
- Nursing Team: 83
- GP: 72
- Advanced Practitioner: 33
- COVID Vaccine: 8
- Physio: 4
- Duty Team: 4
- Total: 204
Members agreed this would be useful. It was suggested that percentages be added to show impact in relation to total monthly appointments. DL will include this at the next meeting.
Telephone Calls
- Total Calls: 3572
- Average Waiting Time: 15.03 minutes
AccuRx Requests
Members noted that AccuRx appears to be working well. Patient feedback has been largely positive. Reception staff also reported that more patients are using this system instead of calling and waiting on the phone.
Emma AI Receptionist Service
The Emma AI receptionist service is currently under review and is not in operation.
Detailed feedback has been provided, and adjustments have been requested to better support both patient and practice workflows. The team is awaiting a response regarding whether these changes can be implemented.
Further updates will be shared when available.
Catchment Area Information
DL informed members that the practice catchment area can be viewed on the website via the new patient registration section. There is an option to check whether an address falls within the boundary.
Newsletter
MH is preparing the next newsletter, due in June.
DL suggested having a PPG presence at reception and handing out newsletters. Discussion also took place about including a short questionnaire focused on a single topic to gather feedback.
Members were asked to suggest topics/questions and send them to DL.
JC suggested sending a reminder email to members a month before the newsletter is due. DL will arrange this.
Feedback From Other Meetings
MB to circulate minutes of the May PPG Collaborative meeting.
Any Other Business
A discussion took place regarding reception queues. It was suggested that letters handed in that do not require action could be placed in a designated “Prescriptions / Letters” box. DL will review this.
Date Of Next Meeting
Tuesday 14th July 2026 at 17:30