Patient Participation Group

Our Patient Participation Group (PPG) meets to provide a forum for discussion about the practice.

Latest Meeting Minutes

The meeting was held at Downham Health Centre on Wednesday, 25th March 2026 at 2:30pm

Attendees:

• Paula Gorodn - Operations Manager
• Maureen Salter - Operations Lead
• PD - Patient
• AC - Patient
• WG - Patient

Welcome and introductions:

The meeting opened with introductions and a brief welcome. The purpose of the session was outlined as an opportunity to re-establish the Patient Participation Group (PPG), rebuild engagement, and agree a way forward following a gap in previous meetings.

Ashdown updates:

Ashdown reaffirmed its commitment to strengthening engagement with the Patient Participation Group (PPG) over the coming year. It was acknowledged that in the previous year, the practice did not consistently facilitate PPG meetings, and the importance of maintaining a regular and effective forum for patient engagement, feedback, and collaboration was recognised.

It was discussed that consistency is essential in building trust and maintaining meaningful relationships with the patient population. Where this has previously been inconsistent, it was acknowledged that patient confidence may have been impacted. The practice is therefore committed to ensuring the PPG is prioritised moving forward.

To support this, a minimum of four PPG meetings have been scheduled for the year. These dates have been agreed in advance and published on the practice website, as well as advertised within the surgery via posters to encourage participation.

Confirmed meeting dates:

• Wednesday 25th March 2026 at 2:30pm, Downham
• Wednesday 24th June 2026 at 2:30pm, BAS site
• Saturday 12th September 2026 at 12pm, Downham 
• Saturday 12th December 2026 at 12pm, BAS site 

It was emphasised that the PPG plays a key role in shaping and improving services, and the practice is committed to ensuring meetings are meaningful, structured, and reflective of patient feedback.

Access:

The practice continues to utilise the AccuRx triage system for both medical and administrative queries. Patients who are vulnerable, or unable to complete the online form, are supported by reception staff who can submit requests on their behalf.

It was explained that the triage system applies to all incoming medical and administrative queries, and this is communicated via both the telephone system and the practice website.

All medical requests are clinically triaged by a GP, while administrative queries are managed by the administrative team to ensure appropriate allocation.

The practice currently operates a GP triage model, with one GP covering morning triage and a different GP covering afternoon triage. Although this system has been in place for some time, it continues to be monitored and reviewed to ensure effectiveness and responsiveness to patient need.

It was acknowledged that there are both benefits and limitations to the model. While it reduces the availability of traditional face-to-face GP clinics during triage periods, it allows patients to be assessed and prioritised according to clinical need and urgency. It also enables appropriate signposting to alternative services, helping to preserve appointment capacity for patients with greater clinical need.

It was noted that DNA (Did Not Attend) appointments remain an ongoing challenge. Appointments are often booked in advance but are not always attended when due, which can impact overall capacity and reduce availability for other patients.

The PPG requested data on the number of appointments currently offered, broken down into urgent and non-urgent categories. This information was not available at the time of the meeting but will be collated and presented at the next PPG meeting.

Parking – Burnt Ash and Downham Sites

The PPG raised concerns regarding parking availability at the Burnt Ash site, noting that it can often be difficult for patients to find suitable parking in the surrounding area.

It was clarified that Handen Road operates a 2-hour parking limit. Street parking in the area is generally free of charge; however, payment is required between the hours of 10am and 12pm. It was acknowledged that on-street parking can be limited and may be difficult to secure during peak times.

The staff car park includes designated disabled parking bays for patient use where required. Patients using these spaces must ensure their vehicle registration is logged on the iPad system at main reception to avoid any potential parking enforcement action.

It was also noted that the Downham site can become particularly busy, which may further impact parking availability at certain times of the day.

A query was raised regarding the pick-up and drop-off area at the entrance, following previous parking enforcement issues.

Expectations of the Patient Participation Group (PPG)

The PPG expressed a desire for more regular feedback and greater involvement in service development and decision-making. Members highlighted the importance of being kept informed of changes and improvements to ensure meaningful engagement.

It was recognised that communication should be inclusive and personalised, as patients access information in different ways. Reliance solely on the website, posters, or the Jayex board may not be sufficient, and a broader range of communication methods should be considered.

It was clarified that the PPG is not intended to address individual patient complaints; however, personal experiences can help identify wider themes and areas for improvement. Members were encouraged to share insights reflecting broader patient experience.

A suggestion was made that reception staff could help promote the PPG by engaging directly with patients. This was welcomed by the practice.

Meeting times were discussed as a potential barrier for some patients. To address this, meetings have been scheduled across weekdays and weekends (two Wednesdays and two Saturdays), with the option of virtual attendance to improve accessibility where possible.

From the practice perspective, PPG members are valued as representatives of the wider patient population. It was suggested that members may wish to hold independent meetings outside of the scheduled quarterly sessions to gather feedback and bring structured themes to formal meetings.

It was also suggested that informal “pop-up” engagement activities could be explored to reach a wider range of patients and strengthen patient representation.

Clinical Representation

An apology was made as it had not been arranged for a clinical member of the team to attend this meeting. As this was the first PPG meeting in some time, the focus was on re-establishing engagement and agreeing future structure.

It was noted that the next Downham meeting is scheduled for a Saturday, which may make clinical attendance more difficult. However, efforts will be made to ensure clinical representation is present at the following meeting at Burnt Ash Surgery.

Merged Locations

The group discussed the location of the two surgery sites and why they are situated some distance apart. It was explained that at the time of the merge, both sites were under the same practice management.

The two sites are approximately 2 miles apart, which is a relatively common distance for merged GP practices in urban London areas.

It was acknowledged that for some patients this may present difficulties in terms of travel and convenience, and that attending the alternative site remains a matter of patient choice. The practice understands that some patients may prefer not to travel between sites, and this is respected.

However, it was also recognised that many patients benefit from having access to two sites, providing greater flexibility and choice of services.

Actions / Next Steps

• Meeting minutes to be shared with the PPG group for review and confirmation prior to being uploaded onto the practice website. 
• Practice to collate and present data on appointment activity, including a breakdown of urgent and non-urgent appointments, at the next PPG meeting.
• Continued efforts to ensure clinical representation is available at future PPG meetings, where possible. 
• Ongoing review of feedback raised by the PPG to support service improvement and patient engagement.

Meeting Closed

The meeting concluded with thanks to all attendees for their participation and contributions.