Patient Participation Groups (PPGs) have a bit of an image problem. Too often they're seen as a contractual obligation, something to tick off the list rather than a genuine resource. But here's the thing: you've got a room full of patients willing to give you honest feedback, for free, on their own time. That's market research most businesses would pay good money for.
The question isn't whether your PPG has value. It's whether you're extracting it.
The early warning system you're not using
Your PPG can tell you things that complaints data and patient surveys can't. Or at least, can't tell you fast enough.
Think about it. When your GP Patient Survey results land, you're looking at feedback that's already months old. By the time you've analysed it and planned improvements, you're reacting to problems that may have evolved or multiplied. Your PPG, on the other hand, can flag emerging frustrations in real time.
Had a string of complaints about telephone access? Your PPG members have probably been experiencing the same issues, and they can tell you why patients are getting frustrated, not just that they are. They can explain what the 8am phone queue actually feels like from the other end. They can tell you whether your new online booking system is genuinely easier or just different.
This is intelligence you can act on now, not in 6 months when the survey data confirms what's already obvious.
Less is more: protecting your diary
Here's where most practices go wrong: they set up monthly meetings, create lengthy agendas, and watch attendance (theirs and the patients') slowly dwindle.
Meet quarterly, not monthly. Four well-run meetings a year beats twelve poorly attended ones. Patients have lives too. If you're asking them to give up an evening every month, you'll burn through goodwill fast.
One topic, done properly. Resist the urge to cover everything. Pick a single issue per meeting (access, communications, or a planned service change) and explore it thoroughly. You'll get far richer feedback than racing through a 10-point agenda.
Go hybrid. A video call option dramatically increases attendance. Some of your most insightful patients might be carers, shift workers, or people with mobility issues who can't easily get to the practice at 6pm on a Tuesday. Let them dial in.
Delegate. The Practice Manager doesn't need to run every meeting. Your reception supervisor might be better placed to discuss access. Your nurse lead could handle a session on long-term condition support. Share the load and give patients a chance to hear from different team members.
Ask better questions
"Does anyone have any concerns?" is a conversation killer. You'll get silence, or you'll get the same vocal patient raising the same issue they've raised for 3 years.
Try this instead:
"We changed our repeat prescription process last month. What's your experience been?"
"If you needed a same-day appointment next week, what would you do first?"
"We're thinking about [specific change]. What would make that work for you, or not?"
Specific, scenario-based questions give people something concrete to respond to. You're not asking them to identify problems; you're asking them to describe experiences. That's much easier, and much more useful.
Close the loop
Nothing kills a PPG faster than feeling ignored. If patients raise an issue in March and hear nothing by September, they'll stop coming. Worse, they'll tell other patients not to bother.
"You said, we did" isn't just good practice. It's how you retain engaged members. Even if you can't fix something, explain why. "You raised concerns about wait times. We've reviewed our appointment mix and added two additional telephone slots in the morning. We're also looking at X, but that's dependent on Y." Patients understand constraints. What they don't understand is silence.
The bottom line
Your PPG isn't a compliance exercise. It's a direct line to patient experience that most practices leave on the table. Run fewer, better meetings. Ask sharper questions. Act on what you hear, and tell people when you do.
You've got a free focus group. Use it.
This article is for informational purposes only and does not constitute legal or regulatory advice. Practices should refer to current NHS England guidance on patient participation and their specific contractual requirements.