We would like to know how we can improve our service to you and how you perceive our surgery and staff. 

To help us with this, we are setting up a virtual patient representation group so that you can have your say. We will ask the members of this representative group some questions from time to time, such as what you think about our opening times or the quality of the care or service you received. We will contact you via email and keep our surveys succinct so it shouldn’t take too much of your time.

We aim to gather around a hundred patients from as broad a spectrum as possible to get a truly representative sample. We need young people, workers, retirees, people with long term conditions and people from non-British ethnic groups.

If you are happy for us to contact you occasionally by email please click the link below to open the sign-up form and complete all the fields.

Minutes of Patient Focus Group Meeting

Held on 04/09/2025 at 11:00 via Teams

Attendees

John Smith (Practice Manager), Dr Raheem, Jan Hall and Members of the Patient Participation Group (PPG)

Agenda

1.      CQC Inspection and Report

2.      2025 GP Survey

3.      Google Reviews

4.      Accurx Triage

5.      Any Other Business

Minutes

1. CQC Inspection and Report

John Smith opened the meeting with an overview of the recent CQC inspection. He reported that the practice received a ‘Good’ rating in every sector. The inspector particularly appreciated the positive attitude of the staff. The inspection focussed on the monitoring and handling of medication, which was noted as much improved compared to previous inspections. As a result, the inspector awarded a ‘Good’ rating across all areas.

As part of thr CQC inspection process were were asked to send invitations to patients that had used our service in the last 15 months to give their feedback directly to the CQC.

John reported that 4,600 invitations had been sent to patients, with 91 replies received. Of these, 76 were positive and 15 negative. The PPG welcomed this overall result, but a member suggested it would be helpful to know the specific positive and negative feedback to develop improvement plans. Unfortunately, the detailed breakdown was not available at the meeting.

2. 2025 GP Survey

The group then discussed the national GP survey, noting that the practice’s results were below the national average in most areas. This outcome surprised Dr Raheem and the group, especially as recent NHS reviews had shown very positive feedback. The survey had only 122 respondents from 458 that were sent out by NHS England, and it was unclear why the results were lower than expected, but recognised that the respondents represent less than 1.8% of patients.

3. Google Reviews

The practice’s Google review rating currently stands at 3.1, a significant improvement from 1.3 last year. Over the past five months, patient feedback has been overwhelmingly positive, indicating that service improvements are being recognised by patients.

4. Accurx Triage

The group discussed improvements in the Accurx triage system, with patients becoming more familiar with booking appointments and having their symptoms addressed appropriately—either by referral to a pharmacy, the in-house physiotherapist, or the practice pharmacist. A PPG member shared her own positive experience, stating the process was simple, quick, and effective. She only became aware of the Accurx triage system after talking to others and was pleasantly surprised by its efficiency.

The group considered whether to send a text message to all patients about Accurx triage but decided against it, concerned that it might prompt unnecessary use. The practice website already provides clear information on accessing this service.

5. Any Other Business

Staffing updates included the recruitment of a pharmacist pursuing advanced training and a more stable team of receptionists, which has contributed to a calmer atmosphere and happier staff at reception. A PPG member confirmed this improvement in morale was noticeable compared to previous years.

It was noted that a more diverse participation group is needed. The Practice Manager will send a WhatsApp message inviting new members to the PPG for the next meeting to encourage a more balanced representation in terms of age and ethnicity.

The group suggested that the next meeting should be held in person, as face-to-face meetings may encourage greater participation. Dr Raheem supported this idea, and it will be scheduled for some time next year.

Meeting Close

The meeting was concluded, with thanks to all attendees for their participation

The group would like to contact patients on occasion by email and/or text so that they can obtain the views of the widest group of patients possible. We would like to obtain your email address and mobile phone number to do this. Please complete the Patient Contact Form to provide your consent for this.