Patient Participation Group (PPG) Meeting Minutes 10th July 2025 at 1pm

Attendees

• Suman Bahra – Practice Manager
• Heather Weadick – Senior Practice Coordinator
• Sanjida Ahmed – Reception Supervisor
• Dr Das – GP Partner
• PPG Members ×3 

Agenda

• Review of GP Patient Survey 2025 results
• Identification of below-average performance in 3 areas
• Discussion of proposed improvement plan
• Agreement on actions and responsibilities
• Approval of improvement plan for implementation

Key Discussion Points

Survey Results Overview
Suman presented the GP Patient Survey 2025 results, highlighting three areas where the practice scored below ICS and national averages:

• 25% of patients able to see or speak to their preferred clinician
  (ICS: 36%, National: 40%)
  PPG members stressed the importance of continuity for long-term conditions. Dr Das reassured that all clinicians have full access to patient records. PPG suggested communicating this widely to reassure patients.

• 86% of patients knew the next step within 2 days of contacting the practice
  (ICS: 91%)
  PPG suggested providing literature or follow-up summaries. The practice agreed to improve clarity by summarising next steps at the end of each interaction.

• 78% of patients knew the next step after contacting the practice
  (ICS: 81%)
  Improvement needed in explaining timeframes to reduce uncertainty and repeat calls.

Survey Response Rate

• Surveys Sent: 611
• Surveys Returned: 126 (21%)
  The low response rate highlights the need for better patient engagement. Suggestions included informing patients about the survey and encouraging participation.

Improvement Plan
The team and PPG reviewed the plan and agreed actions are achievable within 6 months.

Decisions Made

• Improvement plan approved by all attendees.
• Implementation begins immediately; monitoring starts August 2025.
• Progress review meeting scheduled for January 2026.

Action Log

• Communicate to patients via posters, website, and reception that all clinicians have full access to medical records to reassure continuity of care.
  Responsible: Prad | Deadline: September

• Receptionists and clinicians to summarise next steps verbally at the end of every interaction. Develop and distribute “next steps” script and summary cards.
  Responsible: Heather / Sanjida | Deadline: September

• Provide clear timeframes for follow-up actions during each patient contact.
  Responsible: Heather / Sanjida | Deadline: September

• Actively engage patients ahead of the next GP Patient Survey through in-practice messaging, SMS reminders, and face-to-face interactions.
  Responsible: Prad | Deadline: January

Next Meeting

Date: January 2026 (TBC)
Agenda: Review progress on improvement actions