Patient Participation Group

 

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What is the Patient Participation Group?

The Patient Participation Group is a group of people from the Practice Population who have expressed an interest to be part of the group. The aim of the Patient Group is to work towards improving and developing patient services. This group of patients help voice the views, needs and requirements of our Practice Population. The group helps influence a positive change in the services provided by the practice. The Patient Group comprises of the group members, Doctors, Practice Secretary, Practice Manager and staff.

PPG Image

 

Aims of the Patient Participation Group

  • To actively involve patients in making suggestions to improve the services provided
  • To obtain feedback on the quality of the services provided
  • To discuss issues and expectations from the patients’ point of view

The main aim of the patient reference group is to work to improve services from a patient point of view.

 

Join our Patient Participation Group

To join the Patient Reference Group, please click here to submit your request

 

Latest PPG Meeting Minutes

September 2025

Attendees

  • Janet Cheeseman, Ellaine Wellington, Carol Hall, Khirul Marikkar, Shirley Lall-Bisnought
  • CRFP: Lucy Dogley-Darani and Meiling Tran

Introductions

Lucy Dogley-Darani started with introduction with attendees.

Purpose of the Meeting and the Patient Participation Group (PPG)

Patient lead explained the purpose of the meeting and the role of the Patient Participation Group (PPG). She clarified that the PPG exists to support the practice in continually improving its services. By gathering feedback and insights from patients, the group aims to ensure that the practice is responsive to patient needs and can implement changes that enhance the overall quality of care provided.

Practice new staff including their role - care coordinators recently joined the practice

Care coordinators recently joined the practice.

GP Patient Survey 2025 Results

Discussed GP Patient Survey 2025 results to address each area, summarizing key findings and providing actionable insights. Patients reported a high degree of satisfaction with the standard of care provided by the practice. The feedback highlighted a consistently positive experience and reflected strong trust in the services available to them.

Access to the Practice

Ease of Contact:
  • 88% of patients found it easy to contact the practice (via website or phone), which is significantly above the national and ICS averages (both at 53% for “very easy”).
  • 85% rated the reception and admin team as helpful, also above national (83%) and ICS (81%) benchmarks.
  • 93% of patients knew the next step within two days of contacting the practice, matching the national average and slightly above ICS.

Interpretation:
Clifton Rise Family Practice excels in accessibility and communication, with patients reporting a smoother experience than most other practices.

Continuity of Care

Patient Experience at Last Appointment:
  • 82% felt their needs were met (national: 92%, ICS: 91%).
  • 90% expressed confidence and trust in the healthcare professional (national: 87%, ICS: 86%).
  • 81% felt involved in decisions about their care (national: 86%, ICS: 84%).
  • 93% felt treated with care and concern (national: 91%, ICS: 90%).
  • 95% rated the healthcare professional as good at listening (national: 93%, ICS: 92%).
  • 94% said the professional had all needed information (national: 90%, ICS: 88%).
Interpretation:
Continuity of care is strong, with high ratings for trust, listening, and information sharing. Slightly lower scores for needs being met and involvement in decisions suggest areas for improvement.

Waiting Times and Appointment Satisfaction

Overall Experience:
  • 88% reported a good overall experience (national: 75%, ICS: 73%).
  • Satisfaction with waiting times and appointments is implied by high overall experience scores, but specific waiting time data is not detailed in the survey summary.

Interpretation:
Patients are generally satisfied with their appointments and waiting times, as reflected in the high overall experience ratings.

Summary Table

  • Ease of Contact: Clifton Rise 88% | National Avg 53% | ICS Avg 53%
  • Reception/Admin Helpfulness: Clifton Rise 85% | National Avg 83% | ICS Avg 81%
  • Knew Next Step (2 days): Clifton Rise 93% | National Avg 93% | ICS Avg 91%
  • Needs Met: Clifton Rise 82% | National Avg 92% | ICS Avg 91%
  • Confidence & Trust: Clifton Rise 90% | National Avg 87% | ICS Avg 86%
  • Involvement in Decisions: Clifton Rise 81% | National Avg 86% | ICS Avg 84%
  • Care & Concern: Clifton Rise 93% | National Avg 91% | ICS Avg 90%
  • Listening: Clifton Rise 95% | National Avg 93% | ICS Avg 92%
  • Info Availability: Clifton Rise 94% | National Avg 90% | ICS Avg 88%
  • Overall Experience: Clifton Rise 88% | National Avg 75% | ICS Avg 73%

Detailed Action Plan

Strengths to Maintain

  • Continue excellent accessibility and communication.
  • Sustain high standards in reception/admin helpfulness.
  • Maintain strong patient trust and care.

Areas for Improvement

  • Waiting Times: Patients reported lengthy waits, especially when contacting the practice by phone.
  • Accessibility: Patients with hearing impairments experienced communication challenges during appointments.
  • Access to Practice Website: Some patients found it difficult to navigate or use the online triage system.

Recommended Actions

  • Promote community services that supports patients to navigate online triage system.
  • Provide leaflets to patients as a reminder and to promote the online triage system as an additional platform for accessing care.

Online Triage System Demonstration and Patient Support Strategies

  • The meeting included a focused session on how to effectively utilise the online triage system. Attendees were guided through the process, with practical demonstrations illustrating each step to ensure clarity and confidence when accessing the service. The aim was to enable patients to navigate the system independently, thereby streamlining their interactions with the practice.
  • In addition to the demonstration, various strategies were explored to further assist patients during the transition to the new system. These approaches are designed to enhance both the effectiveness and the overall success of online triage, ensuring that all patients feel supported throughout the change.
  • To foster wider engagement, the meeting also addressed the promotion of community services that encourage patients to make use of the online triage system. By increasing awareness and providing reassurance, the practice aims to help patients access the service with greater confidence and ease.

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