Patient Participation Group

In this meeting, we explored the wide range of roles within primary care, with a focus on the expanding team beyond GPs and nurses. We discussed the roles of clinical pharmacists, social prescribers, MSK, and advanced practitioners, aiming to improve understanding of the services available and how care navigation works within the practice. This session helped clarify how patients can access the right care from the right professional at the right time.

We also had a discussion about improving patient access and awareness of digital tools with many practical ideas shared. 

Key Discussion Points & Brainstorm Outcomes:

• Exploring digital consultation options for a range of non-urgent needs, including:
  • Requesting smear tests and vaccines
  • Updating personal details
  • Completing travel forms
  • Requesting sick notes
  • Requesting updates on referrals
  • Addressing queries that could be resolved at a pharmacy first

• Emphasis on improving patient confidence in using digital services through better support and communication.

• Supporting patients to feel more confident with online tools through guidance and reassurance.

SystmConnect Awareness Campaign:

The group discussed the practice’s plan to raise awareness of SystmConnect, a new online contact form system that:

• Allows patients to submit non-urgent requests without calling or visiting the practice
• Integrates with existing NHS App and SystmOnline logins (optional)
• Helps reduce phone line pressure and speeds up responses
• Is designed to make it easier for patients to explain their needs, with requests prioritised appropriately

The benefits of SystmConnect were clearly explained, and it was agreed that ongoing patient feedback will be welcomed throughout its rollout to ensure it meets local needs.

Next Steps:

• The PPG will actively promote SystmConnect and other access options within the community.
• The practice will continue to monitor usage, collect feedback, and provide training for both staff and patients.
• Printed guides and in-person support will remain available to ensure inclusivity for those less confident with digital tools.

Next Meeting: November 2025

Slides: Click here to download.

Patient Participation Group (PPG) Meeting Summary

1. Welcome & Review of August Meeting

We opened with a brief recap of the August meeting, where we introduced several new members of the Primary Care Network team and discussed online access to appointments. This naturally led into our main “You Said, We Did” update.

2. “You Said, We Did” Updates

Online Access to Appointments:

You Said: Online requests were frustrating and unclear.
We Did: We have redesigned our online request system.

This was followed by a demonstration of SystmConnect, los of questions and feedback which the practice will be taking on board and acting on. 

See https://stillingtondoctors.co.uk/systmconnect for more information on SystmConnect which now includes new user guides. 

PPG discussion: Members were invited to share their experience using SystmConnect and explore how the PPG can support wider promotion of the new online process.

Understanding the Wider Practice Team

You Said: Many patients were unaware of the different roles and services available in primary care.
We Did: We have updated our website, including both the appointments and staff pages, to showcase our extended roles.
We were also joined by our Social Prescribing team, who introduced their work supporting patients with practical, social, and emotional needs.

3. Social Prescribing Discussion – MIND

Members of the Social Prescribing team delivered an informative session about the support available through Social Prescribing.

Key points discussed:

An introduction to Social Prescribing: The team introduced the service and exaplined what support is available for patients needing help with non-clinical issues ranging from isolationa nd loneliness to bereavement and support navigating complex systems. 

Raising Awareness: The group explored how PPG members can help promote Social Prescribing within the community. Ideas included identifying where people naturally look for information and recommending community-based channels.

Promotion Ideas: Suggestions included creating a simple flyer, using community notice boards, and sharing information through local groups such as churches, sports clubs, and coffee mornings.

Identifying Barriers: PPG members helped consider potential barriers for patients, such as transport difficulties, uncertainty about what to expect, embarrassment, or timing challenges.

4. Additional agenda items for future consideration: 

1. Paperless Practice Initiative – raised by patient RW for future consideration.
2. Digital Literacy Support – raised by patient LM

These topics will be carried forward for further discussion at a future meeting if required.

5. Q&A and Any Other Business

The meeting closed with an open Q&A and suggestions for future agenda items. As always, we welcome ideas from PPG members.

Submit a request to join the PPG: https://forms.gle/hFKexmdhyxBGwncs9 

Patient Participation Group (PPG) Ground Rules: 

1. Respectful Communication: All members should communicate respectfully and professionally at all times
2. No Complaints: This is not a forum for individual complaints; it's for constructive feedback and discussions
3. Stay Focused: Keep discussions relevant to improving the services, not personal agendas
4. Confidentiality: Do not discuss personal or clinical issues about patients or staff
5. Active Participation: Members are expected to engage and contribute during meetings
6. Respect Time: Be punctual and stay for the entire meeting
7. Limited Membership: Membership of the PPG at Park Lane Surgery is limited to ensure meetings remain effective and inclusive. Park Lane Surgery reserves the right to cap the number of members. Selection will aim to reflect the diversity of the practice population while maintaining a manageable and productive group size.
8. Termination: Park Lane Surgery reserves the right to refuse, suspend, or terminate membership of the PPG at its discretion. This may occur if a member fails to follow the group’s ground rules, behaves inappropriately, disrupts the purpose of the group, or acts in a way that compromises the safety, respect, or integrity of the group or its members.

Purpose:

The Park Lane Surgery Patient Participation Group (PPG) is the forum in which patient participants will meet to be advised on, discuss, and reflect on the services available to patients delivered by Park Lane Surgery. 

Its aim is to bring together staff and patients with experience of receiving such treatments and support to provide a voice in development of healthcare services.

Aims:

• To act as a functioning PPG to support the development of healthcare services with a patient focus
• To provide insight and feedback on the delivery of services
• To enable a patients to discuss agreed agenda items 
• To develop services and support alongside patients

Membership:

• PPG Clinical Lead (A named GP partner)
• Note taker
• Identified patients registered with Park Lane Surgery
• Staff Representatives as appropriate
• Potential guests as appropriate from external organisations

Frequency of Meetings:

• The Patient Participation Group will meet quarterly for 60 minutes.