Patient Participation Group

What is a PPG?

A Patient Participation Group (PPG) is a way for patients to have a say in how our GP practice operates and to share your thoughts on the services we provide. It's like a team of patients and practice staff working together to make sure the needs and opinions of our patients are considered. Being part of the PPG means you can express your ideas about how we can improve our services, suggest changes, and give feedback on your experiences. It's a chance for you to be involved in decisions that affect you and your fellow patients. We value your input and believe that by working together, we can create a better healthcare experience for everyone at our practice. 

Aims of the PPG:

  • 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 the practice, patients and the wider community about matters concerning the practice and healthcare 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 well being.
Meeting Summary: 12/08/2025

In this meeting, we explored the wide range of roles within primary care, with a focus on the expanding team beyond GPs and nurses. We discussed the roles of clinical pharmacists, social prescribers, MSK, and advanced practitioners, aiming to improve understanding of the services available and how care navigation works within the practice. This session helped clarify how patients can access the right care from the right professional at the right time.

We also had a discussion about improving patient access and awareness of digital tools with many practical ideas shared. 

Key Discussion Points & Brainstorm Outcomes:

  • Exploring digital consultation options for a range of non-urgent needs, including:
    • Requesting smear tests and vaccines
    • Updating personal details
    • Completing travel forms
    • Requesting sick notes
    • Requesting updates on referrals
    • Addressing queries that could be resolved at a pharmacy first

  • Emphasis on improving patient confidence in using digital services through better support and communication.

  • Supporting patients to feel more confident with online tools through guidance and reassurance.

SystmConnect Awareness Campaign:

The group discussed the practice’s plan to raise awareness of SystmConnect, a new online contact form system that:

  • Allows patients to submit non-urgent requests without calling or visiting the practice
  • Integrates with existing NHS App and SystmOnline logins (optional)
  • Helps reduce phone line pressure and speeds up responses
  • Is designed to make it easier for patients to explain their needs, with requests prioritised appropriately

The benefits of SystmConnect were clearly explained, and it was agreed that ongoing patient feedback will be welcomed throughout its rollout to ensure it meets local needs.

Next Steps:

  • The PPG will actively promote SystmConnect and other access options within the community.
  • The practice will continue to monitor usage, collect feedback, and provide training for both staff and patients.
  • Printed guides and in-person support will remain available to ensure inclusivity for those less confident with digital tools.

Next Meeting: November 2025

Slides: Click here to download.

Request to Join

Submit a request to join the PPG: https://forms.gle/hFKexmdhyxBGwncs9 

Terms of Reference

Patient Participation Group (PPG) Ground Rules: 

  1. Respectful Communication: All members should communicate respectfully and professionally at all times
  2. No Complaints: This is not a forum for individual complaints; it's for constructive feedback and discussions
  3. Stay Focused: Keep discussions relevant to improving the services, not personal agendas
  4. Confidentiality: Do not discuss personal or clinical issues about patients or staff
  5. Active Participation: Members are expected to engage and contribute during meetings
  6. Respect Time: Be punctual and stay for the entire meeting
  7. Limited Membership: Membership of the PPG at Park Lane Surgery is limited to ensure meetings remain effective and inclusive. Park Lane Surgery reserves the right to cap the number of members. Selection will aim to reflect the diversity of the practice population while maintaining a manageable and productive group size.
  8. Termination: Park Lane Surgery reserves the right to refuse, suspend, or terminate membership of the PPG at its discretion. This may occur if a member fails to follow the group’s ground rules, behaves inappropriately, disrupts the purpose of the group, or acts in a way that compromises the safety, respect, or integrity of the group or its members.

Purpose:

The Park Lane Surgery Patient Participation Group (PPG) is the forum in which patient participants will meet to be advised on, discuss, and reflect on the services available to patients delivered by Park Lane Surgery. 

Its aim is to bring together staff and patients with experience of receiving such treatments and support to provide a voice in development of healthcare services.

Aims:

  • To act as a functioning PPG to support the development of healthcare services with a patient focus
  • To provide insight and feedback on the delivery of services
  • To enable a patients to discuss agreed agenda items 
  • To develop services and support alongside patients

Membership:

  • PPG Clinical Lead (A named GP partner)
  • Note taker
  • Identified patients registered with Park Lane Surgery
  • Staff Representatives as appropriate
  • Potential guests as appropriate from external organisations

Frequency of Meetings:

  • The Patient Participation Group will meet quarterly for 60 minutes. 
Page last reviewed: 27 August 2025
Page created: 26 November 2019