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Friern Barnet Medical Centre
16 St Johns Villas, Friern Barnet Road, N11 3BU

Tel: 0208 368 1707    Email: friernbarnetmedicalcentre@nhs.net



Our Patient Participation Group


If you are happy for us to contact you periodically by email, please click here to complete our online sign up form. The information you give will help us to make sure that we try to speak to a representative sample of the patients that are registered at this practice.

Patient Participation Group meetings take place once every 3 months on a Tuesday at 1pm. Please check the date nearer the time with the staff. Patients are encouraged to participate so the surgery gets feedback on the services provided and what needs looking at. It is the best way to bring in the changes that will benefit patients and also help the surgery to focus on the needs. We will be having a presentation given by Specsavers.

If you are unable to attend but want to voice any suggestions, please email them to the surgery or drop them at reception in the compliment/suggestion box and it will be passed on to the PPG team to discuss at the next meeting. You can email your suggestions to Derek Ephgrave who is the Chairperson at d.ephgrave2@btinternet.com

Here are the comments of Friends and Family Test of the last couple of months;

Extremely competent GP's, been with surgery a long time

Diligent GP's and good staff

Friendly staff,near home and well looked after

Staff always go that extra mile

Receptionist helpful

Difficult to get appointment with GP but GP's do return your call.

Difficult to get through in the mornings

Good service and good verbal communication from receptionist.

Doctors listen intently and with patience and grace.

A delightful and friendly surgery.


  1. Action plan priority areas and implementation

Priority area 1


Description of priority area:


Reduce did not attend (DNA) rate in GP practice and in hospital

Recruit and retain members and encourage more active participation.



What actions were taken to address the priority?


We publicise DNA rate in the waiting room/website

Those patients who DNA at the surgery are called back to ask them why they DNA

All patients who DNA any hospital appointments are called back or written to understand why they DNA

Patients get a text message on their mobile phone to remind them of their appointment




Result of actions and impact on patients and carers (including how publicised):


There has been a small but significant reduction in DNA in our practice and hospital appointments.

Patients with important illness eg cancer are chased to ensure that appointments are kept and necessary treatment has been given.

Patients who miss investigation eg ultrasound, will have these re-ordered if still necessary after a telephone conversation with these patients.

We have found hospital to cancel appointments for no reason, and we now know how to report them to the CCG

Some DNA notifications from hospital are sent in error when they have rescheduled appointments.

We update DNA information on our website and in waiting area to inform patients of this development and discuss during PPG meetings.



Description of priority area:

To improve ability of patients to get through to reception by telephone



What actions were taken to address the priority?


More reception staff at front desk during busy times to answer telephone calls to reduce waiting time for patients

Answering telephone is made a priority over patients at the front desk within reason.

We had installed 4 incoming telephone lines, but this is inadequate, we are increasing this to 6 with a system which will inform patients about their position in a queue rather than just hearing an engaged tone.



Result of actions and impact on patients and carers (including how publicised):


There appears to be a small reduction in number of patients and carers complaining about access and fewer patients come to practice in person to get results etc.

Information publicised during PPG meeting and in waiting room.



Priority area 3


Description of priority area:


Shortage of Urgent appointments due to routine patients taking up “urgent appointment slots”




What actions were taken to address the priority?


We have introduced a triage system; all requests for urgent appointments are checked by the duty doctor via a telephone call to each patient. This has resulted in allocating appointments to patients with genuine urgent medical problems and to sift out non-urgent appointments. So urgent patients get seen and non-urgent queries are attended via telephone consultation or patients are offered routine appointment.




Result of actions and impact on patients and carers (including how publicised):


More appointments available this way for urgent queries

Fewer patients standing on the doorstep first thing in the morning

Less crowding in reception area

Less stress for staff from patients demanding appointments

Some patients prefer the older way of just turning up when they need something ,but this is now discouraged as their perceived need is not always urgent and a routine appointment can be booked, this has resulted in fewer consultations being taken up by eg request for a repeat prescription, or turning up with a sniffle on the day they become unwell.




If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s):

Availability of on line appointment: we offer 9-12 appointments daily that can be booked on line. This service is advertised on practice website and a message on repeat prescription. New patients are also told at the time of registering.

Access to appointments is better with increased staffing with doctors.

Practice website continues to offer current practice developments and remains a valuable source of information for patients.

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