Patient Participation Group

Time: 1pm
Location: Virtual Meeting
Attendees: DK, AS, AI,AG, CD, NM, KL
Apologies: MK

1. NHS App Ambassador

• It was noted that Nita (Reception Team Leader) has become a new NHS App Ambassador.
• Discussion took place regarding patient experiences using the NHS App.
• AI highlighted occasional difficulties patients have accessing records and managing linked profiles for children or vulnerable relatives.
• Member reported connection or usability issues, particularly during evening use.
• The group agreed that additional patient support and guidance may be beneficial.

2. New GP Contract Updates

Improving Access to Care Across West Hill Health PCN

• Members were informed that updated information regarding access improvements across the PCN has been added to the practice website.

Telephone Performance Figures

• The target for answering calls within 10 minutes is 90%.
• The practice has consistently achieved 93%.
• Performance improved further last month to 98.6%.
• The practice received special recognition for:
  • Coming joint top with another surgery.
  • Achieving the best overall improvement.
• •    The PPG congratulated the practice team on the significant improvement
• •    Year-on-year trends are evident, with lower activity in the summer months and a noticeable increase in demand from September through to winter.

3. New Website

• The new practice website went live on 24 March 2026.
•  Members were informed that the website has been redesigned to provide a more streamlined and patient-friendly experience.
• The new surgery website was reviewed positively as being more user-friendly and simple to navigate. 
• It was noted that NHS digital systems (including apps and web platforms) change frequently, sometimes affecting usability and bookmarked links. 
• Members reported frustration with frequent changes and lack of consistency across platforms.

AI in healthcare and triage systems

• Discussion took place regarding the increasing use of AI in healthcare systems, including triage.
• Concerns raised included: 
  • Reduced flexibility compared with human interaction.
  • Difficulty managing complex or nuanced patient needs.
  • Risk of frustration when patients are unable to reach a human quickly. 
• It was noted that AI may be useful for basic triage but may not replace clinical judgement.
• Participants highlighted the importance of maintaining a clear route to human contact.

4. Online Consultation System Update

• The practice confirmed that it will be moving from PATCHS to Accurx.
• The new system is intended to improve:
  • Accessibility
  • Communication
  • Overall patient experience
  • Patient feedback was that they didn't like PATCHS 
  • PATCHS was described by some patients as frustrating and difficult to use. 

Issues included: 

• Mandatory fields with limited ability to skip irrelevant questions. 
• Repetitive routing back to prescription or request forms rather than clinical escalation. 

AccuRx was reported as more efficient and easier to use. 

The practice confirmed transition to AccuRx, expected in July. 

Members were encouraged to test and provide feedback on the new system.

Access to preferred GP and continuity of care

• Patients raised difficulty in booking appointments with specific named doctors. 
• The current process was clarified: 
  • All requests go through triage (usually GP-led after initial reception contact).
  • Urgency and clinical need determine allocation.
  • Patients can express preference, but availability is dependent on scheduling. 
• It was explained that reception does not directly book specific GP appointments without triage. 
• Concern was raised that this process is not always clearly understood by patients.

Agreement that clearer, standardised wording for reception staff would improve patient experience. 

Suggested improvements: 

• Standard scripts for reception. 

5. Newcombe House Update

• Project delays due to staffing changes and administrative processes. 
• External approvals required (valuation, planning, and regulatory compliance). 
• Estimated completion currently around summer 2027 (subject to change).
• Construction is progressing visually, but formal approvals remain ongoing. 
• The practice has limited control over timelines due to external dependencies.

6. PPG Expansion

• The group discussed opportunities to expand membership and encourage wider patient participation.
• Suggestions included improving awareness of the PPG and increasing community engagement Eg. Coffee mornings 

Difficulty recruiting new members was highlighted. 

Lack of public awareness of the PPG was identified as a key issue. 

Suggestions included: 

• Clearer explanation of PPG purpose (e.g. “patient focus group”). 
• Coffee mornings or informal engagement sessions. 
• Use of waiting room displays or digital screens. 
• It was noted that traditional posters and written notices are often overlooked.

Suggestion made to clearly communicate how PPG feedback is used. 

Proposal for: 

• Regular updates on changes influenced by PPG input. 
• Simple summaries of outcomes from previous meetings. 

 Aim is to demonstrate impact and improve engagement.

7. Any Other Business

• Members discussed arranging future meetings further in advance to improve attendance and planning.
• It was agreed that rolling meeting dates would be scheduled ahead of time where possible.
• General positive feedback was shared regarding the meeting discussion and engagement.

8. Future Meeting Dates

The following future meeting dates were agreed:

• General agreement to schedule at least two meetings ahead at any time. 
• 25 September 2026 at 1pm