Patient Participation Group

The Surgery's Patients Participation Group is a well established group where patients, members of the medical staff and the Practice Manager are able to meet three to four times a year to discuss matters relating to the surgery.

The aims of the Group are:

To improve communication between the Practice and the Patients.
To exchange information and ideas.
To discuss recent or future developments which involve the practice and its patients.
To consider patients concerns, comments or suggestions about the quality of the service provided and what improvements can be made.

All patients of the Practice are eligible to join the Patient Participation Group, so if you are enthusiastic about the surgery and have a few hours to spare each quarter please think about becoming a member of your PPG.

If you wish to become a member, contact our Practice Manager who can provide you with further information about membership.

Virtual Patient Group

If you are unable to come to our meetings why not be part of our virtual Patient Group? From time to time we may need some patient input on certain issues. At these times we will e-mail our patient group for comments, suggestions or to do a questionnaire. If you would like to register as a Virtual patient group member please give your name and e-mail address to our Practice Manager.

Join the PPG

If you are interested in joining our PPG, please complete our online form.

Sign up to the Patient Group online

Latest PPG Meeting Minutes

View our latest meeting minutes (20 Feb 2025)

Attendees

PPG Members, Both Partners & Practice Manager

PPG members shared feedback from the West Hill Health focus group & the 2nd PCN wide meeting

Some patients were not aware of surgery websites and alternative forms of contacting the surgery for appointments hence calling at 8 am for appointments
Doctors overwhelmingly preferred F2F consultations over telephone
Telephone consultations were often not on time, causing inconvenience
Concerns were raised regarding the introduction of physician associates
The target response rate for the survey sent to patients was set at 3%; however, members felt that this target was too low to yield conclusive feedback.

Patient Access discussed

LGMC offers a choice of F2F, telephone & Patchs online consultations.
Partners mentioned that whilst telephone consultations offer time efficiency for patients , they can be more time-consuming for doctors as end up bringing the patient in for F2 F so ends up taking more time.
Doctors mentioned that for telephone consultations, the aim is to call 30 mn on either side of the allocated time and always call back twice and leave a message to rebook if they are unable to get hold off.
Patchs Online consulations - Open from 8am to 6:30pm. Not capped / Patients can submit as many request as needed which are allocated to doctors based on urgency
Patchs request can also be used for admin related queries

Staffing Challenges and Recruitment

Difficulties in recruiting a permanent salaried nurse highlighted
Intention to employ a GP for additional 2 to 3 GP sessions

Reviews & Ratings

Negative Google reviews, some malicious and anonymous, caused demoralisation and required responses.
The practice is considering website improvements to enhance user experience and address patient feedback.

AOB

Pharmacy Collaboration

Query about medication stock at local pharmacy - GP surgeries are not able to track medication stock levels at various pharmacies. If there is a central shortage issue then GPs get notified

Pharmacists can prescribe for certain conditions,

PPG members thanked the surgery team for the hard work and dedication.

Functional Cookies

3rd Party Cookies