Public engagement event: St Peter's Participation Group on 6 September 2023
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Healthwatch Brighton and Hove attended a Patient Participation Group (PPG) meeting at St Peter’s GP Practice in September 2023 to discuss the opening of a new building that would bring together St Peter’s and Albion Street practices. Around 100 people attended, with most questions focusing on the new premises, including parking, disabled access, green space, communication with patients and the range of services that would be available. Patients generally welcomed the new development and staff described it as an important improvement for both patients and the practice.
Alongside discussion about the building, patients raised ongoing concerns about difficulties obtaining GP appointments, booking appointments online and the increasing use of telephone and online consultations. Some felt remote appointments lacked a personal touch, while others said text message communications from the practice were not always clear. Questions were also raised about face-to-face appointment availability and staff training around mental health.
Practice staff explained that the new premises would include 14 consultation rooms, additional treatment and counselling rooms, and a callback telephone system designed to help manage the high volume of calls received by the practice. Staff also described the pressures facing general practice, noting that patient demand frequently exceeds recommended workload levels. The practice serves more than 19,500 patients and employs a multidisciplinary team including GPs, advanced nurse practitioners, pharmacy practitioners and mental health practitioners.
Healthwatch concluded that the event provided a useful opportunity for patients and staff to discuss the new development and ongoing service challenges. The main issues raised by patients related to access, communication and appointment systems, while staff emphasised the pressures created by rising demand and the potential benefits of the expanded facilities and new ways of working.