Generally made up of a group of volunteer patients, the Practice Manager and one or more of the GPs from the practice, PPGs meet on a regular basis to discuss the services on offer, and how improvements can be made for the benefit of patients and the practice.
The beauty of PPGs is that there is no set way in which they work - the work of each group entirely depends on local needs - but they all have the aim of making sure that their practice puts the patient, and improving health, at the heart of everything it does.
PPGs can play several roles in the practice, from carrying out research to understand the views of the wider patient population and offering feedback on the patient perspective, to helping the practice make the most effective use of its resources.
In addition to helping improve communication between the practice and the local population it serves, PPGs offer practical hands-on support to the practice; for example, by helping to run health promotion events and supporting annual flu jab clinics.
Being involved in the PPG gives you the opportunity to have a say in and, what’s more, to act to improve, the way health services are delivered in the community. The PPG has a key role in increasing the quality and accessibility of the care available to you, your family, your neighbours and the whole of your community.
It’s a great way to give something back, and many members get a real buzz from having helped make important changes to the practice. It’s also a great way to meet new people and learn new skills, including diplomacy and team work.
We meet on a two monthly basis at the practice for two and half hours to discuss forthcoming activity and address issues that have been raised by members of the group or other patients. We exist primarily to provide a link between the patients and practice staff, and to help make sure the needs of all sections of the community are met.
Since the group formed, it has successfully helped introduce more flexible opening hours so patients can book appointments and drop off repeat prescription requests at times that suit them, rather than just during office hours. We also help the annual winter flu jab clinic run smoothly, by making the experience as easy and stress free as possible, especially for our elderly patients.
When our group formed, it drew up terms of reference, which sets out exactly what our aims and objectives are. Having terms of reference helps keep us focused on action and making a real difference, rather than becoming a talking shop. In order to ensure that everyone is focused on making positive change, we make sure all members have equal input, and have established a collaborative culture with the practice, and between the members.
The time commitment for a patient involved in the PPG tends to include attendance at [monthly] meetings. Some PPG members will choose to take on additional roles that are more time consuming, such as editing/contributing to the PPG newsletter or setting up and running health education or fundraising events. This additional contribution allows the PPG to have more of a positive impact on the practice and the local population.
It is unusual for any payment to be involved, as individuals tend to join on a voluntary basis.
Not at all, in fact no formal training is required to be a member of the PPG. Members can often bring their own skills to the task (for example, any writing experience can be helpful in developing and contributing to a PPG newsletter), but most importantly they just need to be keen and focused on taking positive action to help the practice and the local patient population.
Patient Participation Group (PPG) Meeting Summary
Date: 4th September 2025
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We welcomed two new GP trainees joining the practice under supervision.
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July’s patient feedback was positive; August showed a slight dip due to temporary locum cover. Actions have been taken regarding locum conduct.
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The telephone system message was shortened to improve patient experience, and the call-back service remains well-utilised.
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GPs are trialling new referral dictation software, approved by local health authorities, to improve efficiency.
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The practice website is being reviewed with plans for a more standardised PCN-wide design, while retaining individual practice identity.
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Communication with patients continues via waiting room screens, posters, and a regularly updated Facebook page.
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Plans are underway for the Macmillan Coffee Morning and the Winter Coat Collection charity event, with community involvement encouraged.
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New administrative staff have settled in well with positive patient feedback.
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A trainee nurse will be joining the practice for a six-week placement starting in October.
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The minutes of the previous meeting were not reviewed, as this will be done by the Chair at the next meeting. Date tbc
Patient Survey – Spring 2025
Thank you to all patients who took part in our recent survey. Your feedback helps us improve the care and services we provide.
Survey Highlights
Patients shared many positive comments, including:
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"Wonderful staff and very caring."
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"Excellent surgery."
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"Receptionists and clinicians are outstanding."
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"Much better than my previous practice."
Areas for Improvement
We also heard your concerns, which included:
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Difficulty booking appointments by phone
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A need for more options to book in advance
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Preference for early morning and late evening appointments
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Confusion using the online booking system
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Mixed experiences with reception
Practice Actions & Improvements
We’re already taking steps to address your feedback:
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Extended Hours: Appointments now available until 9pm every Tuesday and from 7am every Friday
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Weekend Access: Evening and weekend appointments through our Enhanced Access system
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Website Improvements: Reviewing navigation and usability
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Better Communication: Improving how we share test results and follow-up plans
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NHS App Promotion: Encouraging digital access to services
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Staff Training: Ongoing training in triage and patient care, emphasising clinical decision-making protocols
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Investigating Concerns: We’re looking into specific issues raised where appropriate
Survey Accessibility
Following suggestions from our Patient Participation Group (PPG), we’re improving how future surveys are shared:
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Available online and in printed form
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Clear survey dates so we have the most recent patient experience rather than historical issues
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Copies available at reception and from clinicians
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Promoted via our website and waiting room TV screen
Culcheth Medical Centre – Patient Participation Group (PPG)
Meeting Summary – 5th June 2025
Key Updates
Online Triage (SystmConnect): Working well but often closes by midday when full. Clearer patient messaging will be explored.
Phone Call-Back: Effective but underused – will be promoted via the noticeboard, TV screen, and repeat prescriptions.
Appointments: Evening slots available until 9pm on Tuesdays and early slots from 7am on Fridays. DNAs (missed appointments) remain a concern.
Staffing: Full team now in place, with new members welcomed. Two new GP trainees will join in September.
Communication: Website and NHS App give access to test results. Reception TV screen now active for practice and community information.
Patient Feedback
Positive: Patients praised staff care, reception service, and overall experience.
Challenges: Difficulty booking by phone, desire for more advance booking, preference for early/late appointments, and some confusion with the online system.
Survey Improvements: Future surveys will use larger fonts, clearer layout, online access, and more promotion.
Agreed Actions
Increase awareness of the call-back system.
Remind patients about the impact of missed appointments.
Culcheth Medical Centre – Patient Participation Group (PPG)
Meeting Summary – 26th March 2025
Key Updates
Staffing: Update provided on current staff arrangements.
Living Well Bus: Scheduled to visit the practice on 4th April 2025.
Telephone System: Ongoing discussions about performance and patient experience.
Pharmacist Reviews: Criteria for medicine reviews by the practice pharmacist were discussed.
New Triage System: Group considered how appointments are allocated.
Patient Survey: Dates for the survey were confirmed.
Culcheth Medical Centre – Patient Participation Group (PPG)
Meeting Summary – 5th September 2024
Key Updates
A discussion took place regarding group participation and dynamics. A consensus was reached on actions aimed at supporting the ongoing effectiveness of the PPG and promoting the best interests of the practice and patient community, following consultation with the GP partners.
Practice Updates
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New Staff: A new member has joined the admin team, working 30 hours per week across four days.
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Clinical Team Update:
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One Advanced Nurse Practitioner (ANP) has increased availability, now working additional sessions midweek.
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A PCN-funded ANP will begin offering extra appointments every Friday at the Culcheth site from late September through December to support increased seasonal demand.
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DNA (Did Not Attend) Report
Between 1st June and 31st August 2024, the practice recorded 273 missed appointments, equating to approximately £8,190 in wasted resources. A poster will be displayed in patient areas to raise awareness of the cost and impact of missed appointments.
Other Updates
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Dermatoscope: A new device is now in use to support the diagnosis of skin conditions and improve the quality of dermatology referrals.
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PCN Update: One of the local practices will be leaving the Primary Care Network (PCN) at the end of September to join another network.
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Telephony System: The performance of the new phone system is under review, with usage data being assessed.
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Phlebotomy Booking: The practice is implementing the new WASP system for managing blood test appointments.
Upcoming Event
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Macmillan Coffee Morning – Taking place on Friday 27th September 2024, from 9:00 AM to 1:00 PM. All are welcome to attend.
Culcheth Medical Centre – Patient Participation Group (PPG)
Meeting Summary7th March 2024
Location: Surgery Meeting Room, 1st FloorTime: 2:00 PM
Attendees:PPG Chair, Practice Representative, and PPG Members.
Apologies:Several members and the Practice Manager.
Key Points
The meeting began with a welcome and review of apologies. Prior to the review of the previous meeting’s minutes, a group member raised concerns regarding the direction and effectiveness of the PPG. Key points of discussion included:
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Frequency of Meetings: Concerns were raised about the long gap (6 months) between meetings and the shift from 8-week to 12-week intervals.
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Communication: There was a request for more regular updates from the practice during periods of absence or change.
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Administrative Support: Suggestions were made for the practice to employ dedicated administrative support for the PPG and reinstate a monthly newsletter. It was explained that producing the newsletter previously required significant staff time and that a PCN-wide newsletter is now in use to streamline communication.
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Practice Engagement: A discussion took place about GP partners’ attendance at PPG meetings, with explanations provided about appointment scheduling and time constraints.
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Clarity of Purpose: Several members felt that the group needed to revisit and clarify its objectives to ensure value and effectiveness. It was agreed that reviewing existing documents like the Terms of Reference, Code of Conduct, and objectives would be beneficial.
PPG Structure
It was acknowledged that the formal election of PPG roles was overdue. In line with the Terms of Reference, a process will be initiated to elect a:
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Chair
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Vice Chair
This will be coordinated in consultation with the Practice Manager.
Surgery Update
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Staffing: A new team member has joined permanently following a temporary placement. Other staff changes were noted, and recruitment for additional admin staff is ongoing.
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Patient Feedback: Overall patient feedback remains highly positive, with the majority rating the service as "Very Good" or "Good".
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Telephone System: The new phone system has received excellent feedback. The callback option is especially popular, and the call board feature has improved staff usability and efficiency.
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Anima: Over 4,000 patients are signed up to the new online system. It reaches daily capacity, and discussions are ongoing to increase availability. Patient feedback has been positive.
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Pharmacy First: Staff are equipped with referral guides, and electronic feedback from pharmacies is now integrated into practice systems.
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DNA (Did Not Attend):
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January: 114 missed appointments
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February: 83 missed appointmentsPatients missing three or more appointments will now receive formal letters.
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