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.

Patient Participation Group (PPG) Meeting Summary

Triangle Group Practice
Date: 27 March 2026
Format: Microsoft Teams

Attendees

• Dr Raheem

• John Smith (Practice Manager)

• Patient Participation Group members

1. Review of Previous Meeting Actions – PPG Diversity

The meeting opened with a review of actions from the previous PPG meeting, focusing on the aim to increase the diversity of the group. It was noted that last year the practice had contacted younger patients and patients from more ethnically diverse backgrounds to invite them to join the PPG; however, there had been no uptake.

The PPG suggested alternative engagement approaches, including using WhatsApp to reach younger patients and sending targeted text message invitations. It was agreed that the practice would explore these options ahead of the next meeting. All attendees agreed that a more diverse PPG would be beneficial in providing wider feedback on patient experience and practice services.

2. New AI Telephone System ("Emma")

The group discussed the recently introduced AI telephone assistant, Emma. One PPG member shared feedback based on a friend’s experience, describing the system as impersonal and slow, which resulted in the caller hanging up. Although this feedback was indirect, it was acknowledged as important.

The practice explained that the system is continually learning and adapting, and that feedback will be shared with the system provider to support ongoing improvements.

Dr Raheem shared performance data demonstrating significant improvements since implementation, including all calls being answered within approximately nine seconds and an average call duration of under one minute. This represents a substantial improvement on the previous system and has improved patient access to appointments.

Dr Raheem also noted that while some patients have expressed dissatisfaction with the system, others have been positively surprised by the speed of response, with some patients contacting the practice in the morning and receiving a GP appointment later the same day.

3. Accessibility and Support for Patients

It was recognised that some older patients may experience difficulties using the AI telephone system. Dr Raheem confirmed that patients can still be put through directly to reception if required, and that triage forms can be completed either by reception staff or via an online link.

Current data indicates that the practice is offering more appointments and providing quicker response times than previously. The practice will continue to monitor performance and patient feedback and will share this information with the software developers to support further refinements.

4. Future Meetings

It was agreed that the next PPG meeting is likely to take place in the summer, with a face-to-face meeting to be considered if feasible.

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.