Group Charter

Welcome to Your Patient Participation Group

Thank you for volunteering your time to help improve healthcare for everyone at Westbank Practice. This charter will help you understand your important role and guide you through the practical steps of being an effective PPG volunteer.

As a PPG volunteer, you join a movement that started in 1972 when the first Patient Participation Group was set up by a forward-thinking GP (National Association for Patient Participation, 2024). Today, you are part of a network representing over 17.5 million patients across the UK (NAPP, 2024).

Chapter 1: Understanding Your Role as a Volunteer

What Makes a Good PPG Volunteer

You do not need any special qualifications or medical training to be an effective PPG volunteer. The most important qualities are enthusiasm, common sense, and a genuine desire to help improve healthcare for your community (NAPP, 2024).

Your main responsibilities as a volunteer include:

  • Attending regular meetings (usually every 2-3 months)
  • Listening to other patients' experiences and concerns
  • Sharing constructive ideas for improving services
  • Helping the practice understand what patients really need
  • Supporting health promotion activities in your community

Real example: At Westbank Practice, PPG volunteers undertake visits to the two surgeries to listen to patient experiences and concerns. Patient feedback is shared promptly with the Practice and subsequently any actions/comments/outcomes are reported upon back to the patients through our three village magazines.

Understanding Patient Participation Groups

A Patient Participation Group brings together volunteer patients and practice staff to work as partners. Since April 2016, every GP practice in England must have a PPG as part of their contract with the NHS (Department of Health, 2016).

The beauty of PPGs is that there is no set way they must work. Each group develops according to local needs, but all share the same goal: putting patients at the heart of everything the practice does (NAPP, 2024).

Your PPG might:

  • Meet face-to-face in the practice meeting room
  • Hold virtual meetings using video calls
  • Use online surveys to gather views from patients
  • Combine all these approaches

Chapter 2: Keeping Information Safe and Confidential

Why Confidentiality Matters

As a PPG volunteer, you may sometimes hear sensitive information about the practice or individual patients. This information must be kept completely confidential. Think of it like being trusted with a friend's personal secret - you would never share it with others.

The golden rule: If you hear any confidential information while volunteering, you must immediately tell the Practice Manager. You must never discuss this information with anyone else, including family members or other patients.

Patient Information - What You Need to Know

You will never have direct access to patient records or medical information. However, during your volunteer activities, you might overhear conversations or see documents that contain patient details.

For example: While helping at a flu vaccination clinic, you might hear a nurse mention that Mrs Smith has diabetes. This information must stay confidential, even though it seems minor.

Your responsibilities:

  • Never look at patient records unless specifically authorised in writing
  • Keep any patient information you accidentally hear to yourself
  • Store any PPG documents securely at home and
  • Destroy confidential papers by shredding them
  • Never take photos of practice documents or patient information

Data Protection Rules

The practice must follow strict rules about personal information under the Data Protection Act 2018 and GDPR (General Data Protection Regulation). As a volunteer, you are part of this legal responsibility.

Simple rules to follow:

  • Only collect patient information when you have clear permission
  • Only use information for legitimate PPG purposes
  • Never share patient details with unauthorised people
  • Report any data security concerns immediately to the Practice Manager

Chapter 3: Recognising and Reporting Safeguarding Concerns

Understanding Safeguarding

Safeguarding means protecting people's health, wellbeing and human rights. It means helping people live free from harm, abuse and neglect (Care Quality Commission, 2024). As a PPG volunteer, you have a responsibility to watch out for people who might be at risk.

Westbank PPG has its own set of Safeguarding Principles which will be given as part of the documentation required on joining the PPG membership. You might however find the following helpful.

Who Might Need Protection

Children and Young People (under 18 years old) Any person under 18 who needs care and support, or who cannot protect themselves from harm, abuse or neglect.

Adults at Risk (18 years and older) Any adult who needs care and support, or who cannot protect themselves from harm because of their circumstances. This might include people with learning disabilities, mental health problems, or elderly people who are frail or isolated.

Types of Harm to Watch For

Signs of Abuse in Children

Physical abuse might include:

  • Unexplained bruises, cuts, or burns
  • Injuries that do not match the explanation given
  • A child who seems afraid of certain adults
  • Bruises in unusual places like the back, neck, or stomach

Emotional abuse might show as:

  • A child who seems overly anxious or fearful
  • Extreme behaviour - either very aggressive or very withdrawn
  • A child who seems much more mature than their age
  • Poor school attendance or sudden changes in behaviour

Neglect might appear as:

  • Poor hygiene or inappropriate clothing for the weather
  • A child who always seems hungry or tired
  • Being left alone for long periods
  • Untreated medical or dental problems

Real example: Elsewhere in the country PPG volunteer Margaret noticed a 10-year-old girl who often came to appointments with her grandmother looking tired and hungry. The child mentioned she was often left to care for her baby brother while her mother was out. Margaret correctly reported this concern to the Practice Manager, which led to support being provided for the family.

Signs of Abuse in Adults

Physical abuse might include:

  • Unexplained injuries, particularly bruises in the shape of fingers or hands
  • Burns from cigarettes or hot objects
  • Being restrained inappropriately
  • Signs of being hit, pushed, or shaken

Financial abuse might show as:

  • Sudden changes in bank accounts or spending patterns
  • Missing personal belongings or money
  • New people suddenly involved in financial decisions
  • Bills not being paid despite adequate income

Neglect might appear as:

  • Poor personal hygiene or inappropriate clothing
  • Untreated medical conditions
  • Living in dirty or unsafe conditions
  • Not receiving adequate food or medication

Real example: Elsewhere in the country PPG volunteer John noticed that Mr Jones, a regular patient with dementia, had started coming to appointments looking unkempt and had lost significant weight. His daughter, who usually accompanied him, seemed evasive when asked about his care. John reported his concerns, which led to a safeguarding investigation and improved support for Mr Jones.

How to Report Concerns

If you notice any signs that concern you, follow these simple steps:

Step 1: Ensure immediate safety If someone is in immediate danger, call 999 for police or ambulance.

Step 2: Report to practice staff, Contact the Practice Manager immediately, or speak to:

  • Dr Stephen Broome (Clinical Safeguarding Lead)
  • Dr Toh Wong (Deputy Clinical Safeguarding Lead)
  • Alex Cook (Administrative Safeguarding Lead)

Step 3: External reporting if needed In serious cases, you may need to contact:

  • Devon MASH (Multi-Agency Safeguarding Hub): 0345 155 1071
  • NSPCC Child Line: 0808 800 5000
  • Police MASH: Sally Wootton, 01392 448 921

What to do when speaking to someone you are concerned about:

  • Stay calm and listen carefully
  • Be supportive and reassuring
  • Explain that you need to share the information to help keep them safe
  • Do not promise to keep secrets
  • Do not ask leading questions or pressure them for details
  • Write down what they tell you as soon as possible

Understanding Mental Capacity

Some adults may not be able to make decisions for themselves due to conditions like dementia, learning disabilities, or mental health problems. The Mental Capacity Act 2005 protects these people's rights.

Key principles:

  • Assume people can make their own decisions unless proven otherwise
  • Help people make decisions by giving them information in ways they can understand
  • People have the right to make unwise decisions
  • Always act in someone's best interests if they cannot decide for themselves

Example: Mrs Peters has dementia and wants to continue living alone, but her house is becoming unsafe. Even though this seems unwise, she has the right to make this choice if she understands the risks. However, if her dementia means she cannot understand the dangers, decisions may need to be made in her best interests.

Chapter 4: Building an Effective Patient Participation Group

The NAPP Framework for Success

The National Association for Patient Participation has developed a proven framework called "Building Better Participation" based on research with over 50 PPG volunteers and Practice Managers (NAPP, 2021). This framework has four key areas:

Area 1: Health Promotion and Education

Your role: Help patients take more responsibility for their own health and wellbeing.

Practical activities:

  • Organise health talks on topics like managing diabetes or preventing falls
  • Create information displays about seasonal health issues
  • Support national health campaigns like flu vaccination drives
  • Run healthy lifestyle events such as walking groups or healthy cooking demonstrations

Success story: Westbank PPG is fortunate to engage directly with Westbank Community Health and Care (WCHC)  a registered charity which provides care and promotes health to people of all ages in local communities. A representative from WCHC attends all PPG meetings where information is shared and subsequently disseminated to our patients.

Area 2: Communication and Patient Voice

Your role: Improve communication between the practice and patients, and ensure patient views are heard.

Practical activities:

  • Help design and distribute patient surveys
  • Assist with creating easy-to-understand patient information leaflets
  • Provide feedback to the practice about patient experiences
  • Contribute to the wider healthcare community.

Example: At Westbanks Open Evenings our GPs, Paramedics and other health professionals share information about service delivery, research activity and local/ national change that impacts upon our patients. Patients offer questions and reflections enabling a shared understanding of both challenges and examples of good practice. This is complementary to the regular evidence collected from the surgery visits and the information made available on Westbanks Website and Facebook Page.

In addition the Westbank PPG has a representative on the Patient Voice group at the Royal Devon University Healthcare NHS Foundation Trust.

Area 3: Service Development and Improvement

Your role: Work with practice staff to identify improvements and help implement changes.

Practical activities:

  • Review waiting times and suggest improvements
  • Help evaluate new services before they are introduced
  • Assist with planning changes to practice layout or opening hours
  • Support the practice during CQC (Care Quality Commission) inspections

Real impact: In 2025 the Westbank PPG piloted, evaluated and assisted the IT team prior to the introduction of Westbank's newly designed website. Also in 2025 as a result of patient feedback, a resource was designed by the PPG and the Practice to assist patients to understand the various routes/apps to accessing patient information through the use of technology.

Area 4: Community Engagement and Partnerships

Your role: Connect the practice with the wider community and build relationships with other local organisations.

Practical activities:

  • Liaise with local care homes, schools, and community groups
  • Represent the practice at local health forums
  • Connect with other PPGs to share ideas and resources
  • Work with local councillors on health-related community issues

Community impact: Success story: The Westbank PPG in conjunction with Age UK  and Devon and Cornwall Police facilitated a Scam and Cybercrime Awareness talk in October 2025. Over 50 patients attended and many reported either going straight home to take action or felt more confident in what to do to both avoid and deal with scammers.

Making Your Meetings Effective

Planning successful meetings:

  • Meet regularly (every 2-3 months works well for most groups)
  • Start and finish on time (aim for 90 minutes maximum)
  • Have a clear agenda sent out beforehand
  • Include updates from the practice and feedback from patients
  • Focus on practical actions you can take

Example agenda:

  1. Welcome and introductions (5 minutes)
  2. Practice update from Practice Manager (15 minutes)
  3. Patient feedback review (20 minutes)
  4. Current projects update (20 minutes)
  5. New ideas and initiatives (20 minutes)
  6. Actions for next meeting (10 minutes)

Including All Patients

Your PPG should represent the diversity of your practice population. This means including people of different ages, backgrounds, and health needs.

Strategies for inclusive membership:

  • Use multiple ways to recruit members (posters, website, social media, word of mouth)
  • Offer different ways to participate (face-to-face meetings, online surveys, email groups)
  • Hold meetings at different times to suit working people and parents
  • Provide translation services if needed for non-English speakers
  • Consider transport difficulties for elderly or disabled patients

Non Attendee Member participation: Many successful PPGs including Westbank use Non Attendee members to engage patients who cannot attend meetings. These might include online surveys, email discussions, or video calls (CQC, 2024).

Chapter 5: Working Successfully with Practice Staff

Building Good Relationships

Remember that practice staff are dealing with increasing pressures and limited resources. Approach your partnership with understanding and a positive attitude.

Ways to support practice staff:

  • Recognise their expertise and experience
  • Offer practical help rather than just criticism
  • Understand that some changes take time due to regulations or funding
  • Celebrate successes and improvements together

Understanding Practice Constraints

General practices face many challenges that might limit what they can change immediately:

Financial constraints: Practices operate on tight budgets and may need to prioritise essential services over improvements.

Regulatory requirements: Many practice procedures are determined by NHS regulations, not local choice.

Staffing shortages: The NHS faces significant workforce challenges, particularly in general practice.

Technology limitations: Updating computer systems or facilities requires significant investment and planning.

When You Disagree

Sometimes you may disagree with practice decisions or feel that patient concerns are not being addressed adequately.

Professional ways to raise concerns:

  • Request a private meeting with the Practice Manager to discuss issues
  • Present patient feedback objectively with specific examples
  • Suggest practical solutions rather than just highlighting problems
  • Involve the Clinical Lead for safeguarding (Dr Stephen Broome) if you have serious concerns
  • Contact the local Integrated Care Board if issues cannot be resolved locally

Chapter 6: Your Rights and Responsibilities as a Volunteer

What You Can Expect from the Practice

Support and information:

  • Regular updates about practice developments and changes
  • Access to training and resources to help you be effective
  • Clear communication about what you can and cannot do as a volunteer
  • Respect for your time and contributions

Facilities and resources:

  • Meeting space for PPG activities
  • Access to basic facilities like photocopying for PPG materials
  • Support for reasonable expenses related to PPG activities

Your Responsibilities

Regular participation:

  • Attend meetings regularly or give advance notice if you cannot attend
  • Complete any tasks you volunteer to do
  • Represent patient views fairly, not just your own opinions
  • Maintain confidentiality as outlined in this charter

Professional conduct:

  • Treat all patients, staff, and fellow volunteers with respect
  • Avoid conflicts of interest (for example, using your PPG role to jump appointment queues)
  • Follow practice policies and procedures
  • Declare any personal relationships with practice staff

When Things Go Wrong

If you have concerns about another volunteer:

  • Speak to the PPG Chair or Practice Manager
  • Follow the practice's complaints procedure if necessary
  • Remember that persistent inappropriate behaviour may result in removal from the PPG.

If you have concerns about practice staff:

  • Follow the practice's formal complaints procedure
  • Contact the local Integrated Care Board if needed
  • Contact the Care Quality Commission for serious concerns about patient safety

Chapter 7: Practical Resources and Support

Training and Development Opportunities

NAPP (National Association for Patient Participation) Resources:

  • Free online guides and toolkits
  • National Patient Participation Week activities (31st May - 6th June annually)
  • Connection with other PPGs across the country
  • Policy updates and best practice sharing

Local training opportunities:

  • Safeguarding awareness sessions
  • Data protection and confidentiality training
  • Health promotion and public speaking skills
  • Understanding NHS structures and funding

Useful Contacts and Websites

National Support:

  • NAPP website: www.napp.org.uk
  • NHS England patient engagement: www.england.nhs.uk
  • Care Quality Commission: www.cqc.org.uk

Local Support:

  • Devon Integrated Care Board
  • Local Healthwatch: www.healthwatch.co.uk
  • Devon MASH: 03451551071 / mashsecure@devon.gcsx.gov.uk

Document Templates and Tools

Meeting management:

  • Agenda templates
  • Action tracking sheets
  • Patient feedback forms
  • Annual report templates

Communication materials:

  • Newsletter templates
  • Social media guidance
  • Patient information leaflet templates
  • Survey design tools

Chapter 8: Emergency Procedures and Quick Reference

Immediate Safeguarding Contacts

Practice Safeguarding Team:

  • Clinical Safeguarding Lead: Dr Stephen Broome
  • Deputy Clinical Safeguarding Lead: Dr Toh Wong
  • Administrative Safeguarding Lead: Alex Cook

External Emergency Contacts:

  • Emergency services: 999
  • Devon MASH: 03451551071
  • NSPCC Child Line: 08088005000
  • Police MASH: Sally Wootton, 01392448921

When to Act Immediately

Call 999 if:

  • Someone is in immediate physical danger
  • A child or vulnerable adult is being harmed right now
  • Someone is seriously injured or unwell

Contact practice safeguarding team immediately if:

  • You suspect ongoing abuse or neglect
  • Someone discloses abuse to you
  • You notice concerning patterns of behaviour or injuries
  • You are worried about someone's safety but it is not an immediate emergency

Quick Decision Guide

"Should I report this concern?"

If you answer YES to any of these questions, you should report:

  • Could someone be harmed if I do nothing?
  • Is this person unable to protect themselves?
  • Would I want someone to act if this was my family member?
  • Am I the only person who has noticed this concern?

Remember: It is always better to report a concern that turns out to be nothing than to fail to report something serious.

Chapter 9: Measuring Success and Making a Difference

How to Know Your PPG is Working Well

Signs of an effective PPG:

  • Regular attendance at meetings by both volunteers and practice staff
  • Clear evidence that patient feedback leads to practice improvements
  • Growing membership that reflects the practice population
  • Positive feedback from patients about PPG activities
  • Recognition from practice staff that the PPG adds value

Example metrics you might track:

  • Number of patients engaged through surveys or events
  • Practice improvements implemented following PPG suggestions
  • Health promotion activities delivered to the community
  • Patient satisfaction scores related to communication and engagement

Celebrating Your Achievements

Annual reporting: Create a simple annual report showing what your PPG has accomplished. Include:

  • Major practice improvements influenced by the PPG
  • Number of patients reached through health promotion activities
  • Community partnerships developed
  • Training and development activities completed

Recognition events: Organise occasional appreciation events for volunteers and practice staff to celebrate successes and maintain motivation.

Success Story: 2026 celebrates 20 years of Westbanks PPG. Celebrations and Communications are in the planning.

Planning for the Future

Succession planning: Ensure your PPG can continue by:

  • Regularly recruiting new volunteers
  • Sharing responsibilities among multiple people
  • Documenting processes and procedures
  • Mentoring new volunteers

Continuous improvement: Regularly review and improve your PPG activities by:

  • Asking for feedback from patients and practice staff
  • Learning from other successful PPGs
  • Attending training and development opportunities
  • Staying informed about changes in the NHS

Your Commitment as a PPG Volunteer

By joining the Westbank Practice Patient Participation Group, you are making an important commitment to your community. Your volunteer work will help ensure that:

  • Patient voices are heard in practice decision-making
  • Healthcare services are designed around patient needs
  • Vulnerable patients receive appropriate protection and support
  • The practice continues to improve and develop its services
  • Your local community has better access to health information and support

Your personal commitment includes:

  • Attending meetings regularly and participating actively
  • Maintaining strict confidentiality of all patient and practice information
  • Reporting safeguarding concerns promptly and appropriately
  • Treating all patients and staff with respect and dignity
  • Working collaboratively to achieve positive changes for patients

Welcome to your important role as a Patient Participation Group volunteer. Your time, energy, and commitment will make a real difference to healthcare in your community.

References

Care Quality Commission (2024). GP mythbuster 108: Involving and engaging with the patient population and local communities. Available at: https://www.cqc.org.uk/guidance-providers/gps/gp-mythbusters/gp-mythbuster-108

Department of Health (2016). The National Health Service (Personal Medical Services Agreements) Regulations 2015. London: HMSO.

National Association for Patient Participation (2021). Building Better Participation: A guide for Patient Participation Groups. Commissioned by NHS England. Available at: https://napp.org.uk/building-better-participation/

National Association for Patient Participation (2024). For Patients: Getting involved in your healthcare. Available at: https://napp.org.uk/for-patients/

Care Quality Commission
Rating: Good

Exminster Surgery
Church Stile
Exminster
Devon
EX6 8DF

Telephone: 01392 833230

Starcross Surgery
Church Street
Starcross
Devon
EX6 8PZ

Telephone: 01626 890368