Patient Participation Group

We want to hear about your experiences using our GP practice. If you have something to say, whether it’s praise or a suggestion to help us improve, we want to hear from you. Our Patient Participation Group meets regularly to discuss the things that matter to our patients, and to work with us to improve our service.

All registered patients are able to join our Patient Participation Group. People of all genders, ages, ethnicities, and those with health conditions and disabilities are encouraged to join. Members should as far as possible, be representative of the surgery population.

Our next Patient Participation Group Meeting is scheduled for 30 April 2025. During the session we will again share the results of the Northwest London ICB Access Survey and invite your views on how access can be improved.

To join or find out more, please email [email protected].

Non-urgent advice: Friends and family test

Each week, we send a feedback link to a random selection of those who have had an appointment. It asks one simple question: “Overall, how was your experience of our service?”, with a rating scale from “Very good” to “Very poor” and the chance to explain why that rating was given. All NHS services in England ask this same question, and the results are shared with NHS England monthly.

In March 2025, we had 134 responses. 85% were positive, 9.8% were negative.

Capacity and Access

Over recent months, as a Practice we have been focussing on transforming your experience of access to care.

As part of the local NHS Capacity and Access Improvement Initiative, we have made improvements in the following areas:

  1. Better digital telephony. We have commissioned a new provider for our telephone service, which means that we can answer your calls more promptly and effectively. We are also able to extract key performance data from this new system which helps us to benchmark ourselves against other practices and drive further improvements. This data is also shared with NHS England.
  2. Simpler online requests. Our new smart triage tool has enabled us to offer 24/7 appointment booking, along with the ability to send us messages and requests directly. This has resulted in much improved access to both routine and urgent appointments with our range of clinicians, and also means that we can deal with a large number of requests without patients even needing to wait for an appointment. Data from this system is also shared with NHS England.
  3. Faster care navigation assessment and response. Our new smart triage tool is accessible directly through our website, and also by telephone or in person if a patient chooses to use this. Whatever the method of access, we collect the same structured information so that all requests can be responded to equitably and promptly. All our appointment requests and booking options allow patients to select a specific clinician to allow for continuity of care where this is preferred.