Patient Participation Forum

Attendees:

TLCP: 

Dr Chrisanthan Ferdinand (GP Partner), Dr Michael Uti (Managing Partner), Khaled Chowdhury (Operations Manager SJ), Jacqueline Henty (Manager HF/Complaints, Communication & HR), Veeru Rajamuthiah (Manager HO), Jyothi Eregowda (Operations Manager BH), Gemma Williams (Complaints, Communications & HR), Sallie Taylor (Operations Site Supervisor HO), Stephanie De Sa Marques Bassett (Operations & CQC Administrator), Ismail Ajami (Care Navigator Hub Supervisor) and Xanthe Salter (Medical Student)

Apologies: 

Minutes: Claire Thomas

PPF Members: Attended

1.    Welcome and Introductions

Jacqueline introduced attendees and PPF Members. JH

2.    CQC Update

CQC visit in January 2025 went well overall, however a warning notice was issued by CQC relating to High-Risk Drug Monitoring. CQC were due to return at the end of April, but they have not yet rescheduled this visit. As such, no final judgment or report has been made for TLCP.

Once a finalised report and rating has been received by CQC, this will then be published on both the CQC and TLCP websites. MU

4.    TLCP Preventative Care 

NHS Health Checks are offered to anyone over 40. An invitation for this will be sent to those who are eligible (not already under care for other long-term conditions) and this is repeated every 5 years. Patients can be seen earlier for these checks if they request this.

Chronic Kidney disease (CKD) - TLCP has been selected as part of a pilot scheme to target and review patients who are at the greatest risk of CKD or those that may have un-diagnosed CKD. Point of care testing is available on site to check the kidney function which ensures changes are detected early and managed appropriately.

Blood pressure check reminders are communicated to patients as it’s important to maintain regular monitoring and management of blood pressure to prevent complications. Patients can check their BP at reception rather than wait for an appointment. 

TLCP have won an award for best management of patients with high blood pressure in 12 months in comparison to other Lewisham sites.

Pre-diabetes Management Programme – TLCP is part of programme to identify pre-diabetic patients and provide regular monitoring to ensure early intervention if required. An annual blood test and checks are used to help track changes and manage effectively.

PrEP Clinic – TLCP has been selected as the first practice in the country to offer HIV prevention medication for those at risk; ordinarily this is obtained via the specialist sexual health services. This service will be accessible for the whole of Lewisham borough and is planned to begin in early June.

Health Equity – TLCP have dedicated staff who are identifying those at greatest risk for illness in hard-to-reach population groups and providing tailored advice and support for those patients. CF

5.    Patient Access

Telephone System

Call data audit provided and shown to PPF members relating to the new telephone system, from November 2024 to March 2025

The new phone system handles approximately 12,000 calls per month, with an 80% answer rate but TLCP has set a target of reaching 90%. 

The telephone system also provides call-back option, allowing patients to request a call-back if they cannot wait in the queue. This feature aims to reduce wait times and improve patient satisfaction.

Some issues that have arisen from the new call-back feature are as follows:

• Hidden Numbers: the call-back system faces issues when patients use hidden numbers, as the system cannot recognize these numbers for call-backs.
• Different Phones: patients using different phones from their registered numbers can also cause call-back failures. The system relies on matching the call-back request with the registered number.

If patients encounter any issues with the call-back feature it would be helpful to report this so that TLCP can investigate and resolve them effectively. 

From 8am to 10am – all Care Navigators, at all sites, are responsible for answering the telephone calls from patients. After 10am, telephone calls are answered by Care Navigators in the Call Centre based at St Johns Medical Centre.

NHS App

In collaboration with NHS England to improve services, the NHS app can be used for admin-related queries which will save patients from having to call into the practice.

Patients can also submit admin related requests via TLCP website.

Pharmacy First

Pharmacy First scheme, which allows patients to visit pharmacies for minor ailments. This initiative aims to reduce the burden on primary care services and provide quicker access to treatment.

Online Registration

Patients can register online via TLCP website making it easier to register and access services digitally. This move is part of the broader effort to enhance digital healthcare services.    KC

6.    Communications

Newsletter available on TLCP website which highlights services provided and updated information for patients; this is produced quarterly. Only the most recent will been available on the website so we ensure we keep it current. Previous newsletters are available upon request.

PPF members enquired if this could be posted or sent via text message to patients or to those who are housebound, unfortunately this is not viable to do for all due to cost constraints although it was agreed that this was a good idea for GPs who perform home visits to take a copy of this with them for the patient.   

6.    Staff Recruitment, Retention and Training

Clinical Staff

TLCP has an ongoing recruitment drive for GPs and Nurses to help with the demand for appointments.

This will reduce the need for retaining locum GP services and keep continuity of care.

PPF members did recognise that the standard of care they received from the clinicians has been excellent.

Care Navigators

We are also in the process of increasing the staff employed in the Call Centre to help answer more phone calls from patients.

TLCP are aware of the need for continuous staff training to keep up with changes and improve service quality. Regular workshops are have been introduced to ensure staff are well-equipped to handle their roles, along with robust Inductions and training plans.

It was highlighted the challenges faced by care navigators, including high turnover rates and the demanding nature of their job.

7.    Total Triage

TLCP will be moving to a Total Triage model by October 2025.

Total triage is when every patient that contacts the practice is first triaged before an appointment is arranged. All patient requests are screened and signposted to the next step on their care journey.

NHS England are reviewing what total triage will look like for acute and routine appointments.    CF

8.    Referral System

Issues were addressed with regards to the referral system, including the challenges patients face when referrals fall through the cracks. It was discussed the need for better communication between receptionists and doctors to ensure timely and accurate referrals.   

9.    Vaccination Targets and Prescriptions

TLCP advised of difficulties in meeting vaccination targets, highlighting the need for effective strategies to encourage more patients to get vaccinated.

Discussed was the importance of timely prescription services to ensure patients receive their medications without delays.  

10.    Name Badges

All staff present in the room were wearing name badges. This was explained to the group that this was due to feedback from last PPF meeting, that members of the group didn't know who staff were and was also a requirement as part of CQC inspection that took place in January 2025.  

11.    AOB:

Abuse of Staff

Discussed were the safety concerns, including incidents of violence against staff, along with measures to protect staff and ensure a safe working environment. Zero tolerance posters are displayed at all sites. PPF members gave some suggestions on how we can deal with this:

1. Screens – these are already in place however this can make it hard to hear the receptionist
2. Calm music – playing calm music in the waiting rooms 

QR Codes to Review Service

QR codes available on clinician’s doors for patients to scan and leave a review on the service they received. This helps TLCP to collate this information and reflect on what has gone well and areas that need to be investigated and improved upon.

PPF Meetings

PPF members were given late notice of this specific meeting so request that they be given at least 2 weeks' notice for when meetings are going to take place. A gentle reminder all dates for meetings throughout the year are on our website. Only the current minutes will be on the website, keeping it up to date and current. If patients require older minutes they are available upon request.

12.    Follow Up Tasks 

Phone System Issues: Investigate and address the issues with the call back system to ensure it works effectively for all patients. 

Referral Process: Review and streamline the referral process to ensure patients receive timely updates and follow-ups on their referrals. 

Staff Training: Organize two or three workshops a year to train staff on handling patient interactions and managing difficult situations.

Staff and Patient Safety: Implement measures to ensure the safety of staff and patients, including addressing incidents of violence or aggression.

Vaccination Communication: Improve communication about vaccination schedules and ensure patients are informed about upcoming vaccination sessions. 

Prescription Process: Ensure the prescription process is efficient and patients are informed about the status of their prescriptions. 

13.    Meeting Schedule

Next site PPF meetings will be taking place in June 2025 – Dates are on our website, displayed in our waiting rooms on notice boards or speak to a member of staff who can inform you of the dates.

• Next TLCP PPF Open day (Annual General meeting) will be taking place Tuesday 18 November 2025    
• St Johns site Face 2 face
• Wednesday 6 August 2025: 4.30pm to 5.30pm
• Wednesday 12 November 2025: 4.30pm to 5.30pm
• Hillyfields site Face to face
• Tuesday, 10th June 2025: 12pm to 1pm
• Tuesday, 16th September 2025: 12pm to 1pm
• Tuesday, 16th December 2025: 12pm to 1pm
• Morden Hill site Face to face
• Monday 9th June at 4pm
• Thursday 18th September at 4pm
• Wednesday 10th December at 4pm
• Belmont Hill
• Tuesday 10th June at 4pm
• Wednesday 17th September at 4pm
• Tuesday 9th December at 4pm
• Honor Oak Site Face 2 face 
• June 19th 2025: 6.30pm to 8pm
• September 18th 2025: 6.30pm to 8pm 
• December 11th 2025: 6.30pm to 8pm
•  TLCP PPF Open day (Annual General Meeting)
• Tuesday 18th November 2025: 2pm to 3.30pm
• St Johns Medical Centre, 56-60 Loampit Hill, Lewisham, SE13 7SX

Attendees

TLCP:

• Jyothi Eregowda (Jo) (Operations Manager for Belmont Hill and Modern Hill Surgery)

PPG Members:

Welcome and Introductions

Jyothi Eregowda (Jo) (Operations Manager for Belmont Hill and Modern Hill Surgery)

Terms of engagement

• Confidentiality – must be maintained at all times 
• Safe environment – we are here to support each other 
• Respect – we are respectful of each other’s views/ opinions 
• Learn – we are here to share knowledge and experiences, and we will not judge and point fingers 
• Positive – please use positive language

Khaled welcomed everyone.

Introductions

Members introduced themselves.

TLCP Updates

Successful CQC visit. – TLCP had a CQC visit on 21st and 22nd of January 2025. It was a successful visit where the inspectors were pleased with the overall performance of TLCP. We are still expecting the full report. Once it is received it will be displayed on our website.

Retirement:

It is with great sadness that I announce the retirement of Dr. Cristina Melchor. Her final working period at TLCP will be in March 2025. Dr. Melchor has dedicated over 40 years to her career as a GP, with more than 20 of those years spent at BH. She will be greatly missed, but we sincerely wish her all the best in her well-earned retirement..

Resignation:

We had 3 nurses from BH and MH who have found new pastures in their career. 

Nurse Jane, Collette and Carlene have moved on to new careers. We wish the best of luck in their future endeavours.

Paula Gordon the ops supervisor has moved on to new careers and we wish her the very best of everything.

We are currently trying to recruit for these roles. The job adverts are on and we are interviewing for these positions.

Improvements at TLCP

Same-Day Appointment System: Since May 2024, the GP practice has implemented the same-day appointment system for patients, providing more immediate access to care. Where their clinical query is dealt with by the Duty Dr Triage hub. At TLCP we offer more than 500 appointments a day across all 5 sites.  We have received positive Patient Feedback where Patients have responded positively to this system, appreciating the quicker access to appointments. 

Positive Patient Feedback: Patients have found the callback system helpful in reducing wait times and improving communication.

Care Navigators' Challenges:

Abusive Calls: It was highlighted that Care Navigators are often receiving calls from rude or sometimes abusive patients. This issue is affecting staff morale and their ability to assist patients effectively.

Introduction of the proposed TLCP PPG Structure

• Young mothers
• Pregnant women
• Elderly patients (65+)
• Young adults (ages 24 to 40)

Aim: Ensure diverse patient representation in discussions and decision-making

TLCP Constitution

• Patient forum meetings will be held quarterly
• TLCP-wide meetings will take place twice a year

Last years success projects

TLCP is very proud to have been successful in many projects. They are

• Hypertension, Chronic Kidney Disease (Multi-Morbidity), and HIV projects were successful.

Other News

Lewisham wide TLCP awards – we were aware the best PCN for Hypertension Management.

We also won Best Practice Manager of the year for Lewisham borough.

AOB

NA

Next Meeting

PPF members have agreed on the below dates:

• June 9th 4pm
• Sept 18th 4pm
• Dec 10th  4pm

TLCP AGM - will be held in May, but the exact date is yet to be confirmed.

Minute taker: RS

Attendance

Present: AS (Chair), SP, RS, KG, MB, AH (patients) JH, GW, OO, AG, Dr IF (HF staff)

Healthy.io

SP raised that she received a text message about Healthy.io but then didn’t hear anything else about it i.e. what to do next. JH mentioned that this is a project aimed at patients with hypertension and is being run by the Integrated Care Board (ICB) and not the practice. The practice has not initiated the project however will receive feedback on each patient. This service offers patients to test their urine ACR (albumin creatinine ratio) from the comfort of their home. For this year, the ICB is offering the service to hypertensive patients (risk stratified) and will provide patients with home testing kit. Patients will be guided through an app to submit their information. This information is then submitted to the GP practice for the clinician to take any action if needed. This is being tested as a system that would allow patients to undertake the test at their convenience and not have to come to the surgery.

Action: Jacqui to contact the ICB and find out more.

NHS App Query

SP asked about sending messages via the NHS App and why this option was greyed out. JH has confirmed with the ICB and this option has been switched off for all sites across Lewisham as it’s hard to monitor. If switched on, patients could message anything which poses a clinical risk as the practice do not have staff capacity to monitor this. There is a potential for the communication being lost and duplication of communication leading to additional workload for the team. Currently patients can contact the practice via email, website online form, telephone and in-person.

PPF were also informed that due to the merger the NHS App was not transferable and TLCP has to start from scratch in promoting the app to patients. Also, patients often say the app is not fit for purpose, so we need to feedback some more specific information to the ICB for development and solutions. ICB will be giving us some dates to set up a popup desk in the waiting room to train staff on how to promote the NHS App on Wednesdays for the next 4 weeks. PPF mentioned they could not find any appointments. The only appointments available to book are nursing appointment, we no longer offer routine appointments online as we are working towards total triage and patients need to complete the online form. Patients who are unable to use the online form can either come into the practice and the Care Navigator can assist in completing the form or they can contact us via telephone.

Action: PPF volunteer to assist was requested

Attendance of Clinician at PPF Meeting

SP asked if there could be attendance of a doctor at PPF meetings. It was explained that there are financial implications as doctors are not paid to attend and would need to do so in their own time, as well as the doctors being very busy and have many other calls on their time. There is a system in place to feedback to all relevant parties, firstly the meetings are discussed and agreed information to be shared via the Board, care first and the Managers, the meeting takes place with certain agenda items standardised across all 5 sites, the meetings are then shared back for any actions or suggestions to be considered.

Doctors are fully briefed by staff about discussions at the meetings but there is no contractual requirement for them to attend. Doctor(s) will be attending the partnership wide meetings. Following this item a GP was in attendance for the rest of the meeting as she is interested in attending and happy to do so in her own time. Access is a contractual requirement and would impact this. Clinicians would love to attend however there is not the protected time available to do this. Also to consider this meeting happens at 5 other sites 4 times a year and there are the two general meetings too.

Blood pressure monitoring machine

There was a discussion about its exact location in the waiting area, it was agreed that following the meeting a different location would be looked at.

Action: SP and staff to look at different locations and placed in an alternative location and see how it goes. We will feedback any comments from patients at our next meeting.

Feedback/announcements from the practice -JH

Please note that all dates for future meetings are normally set a year in advance and can be found on the Hilly Fields website and at the bottom of PPF Minutes. JH provided a short summary of some of the discussions issues raised at the Partnershipwide meeting in May (minutes will be circulated very soon). These included: Preventative Care projects like NHS Health checks, chronic kidney disease reviews, blood pressure checks for all patients over 18 years of age, pre-diabetic checks and PREP clinics (this is being offered to all Lewisham residents and is the first practice to run this project started in mid-June).

Also looking at health equity, ensuring all patients have access to healthcare by identifying those people at greatest risk of illness and who do not normally engage with the surgery. There was a question around if the practice promotes a healthy diet and regular exercise. JH informed us that there is to be a walking group (Walk with a Doc) setup once the scope is finalised, hopefully in July and there will be a doctor joining the walks. The practice has a social prescriber who can link patients up with other activities, such as gardening groups. The social prescriber will be invited to the next PPF meeting. There was mention of a project in Southwark that developed local walking routes around surgeries.

Action: Jacqui to invite the social prescriber to the next meeting

Total triage:

JH mentioned that the practice will be offering total triage by October 25, (i.e. patients can now complete an online form for all appointments whether needed on the day or routine appointments). Please note that life threatening conditions should still go through to 999.

NHS Reviews:

The practice has generated a QR code for ease and actively encouraged patients to scan and feedback on the services provided by the practice which then appears on the NHS website. The practice has recently seen an increase in positive reviews. Unfortunately, the NHS nationally is stopping use of reviews on the NHS website from 20th June so the practice is looking at other ways for patients to give their thoughts on the services in addition to the friends and family survey which is available on TLCP website, 10% of the population are randomly also sent a text message to rate the appointment following consultations.

Action: PPF members to suggest ways for patients to leave opinion on services received.

Future campaigns:

JH would like PPF to explore monthly national campaigns and have pop ups in the waiting room making patients aware. Additional to this NHS App promotion, Seasonal Influenza campaigns as the uptake is low, Cervical Screening and Children Immunisations.

Action: JH to circulate possible campaigns; PPF to feedback which ones they can assist with.

Open day

AS raised discussion around having an open day for patients to come to Hilly Fields Medical Centre and be informed about new initiatives and an update on any changes, as well as recruit more people to the PPF. Discussion on best time and location to hold an open event. It was decided the first would be held at Hilly Fields in October on a Saturday.

Action: AS to send dates to PPF and agree which Saturday most people can attend.

Meeting closed.

Next Meeting:

Tuesday 16 September 2025 12.00pm to 1.00pm @ Hillyfields Medical Centre

Welcome and Introductions

• Attendees: Jyothi Eregowda (Jo) (Operations Manager Belmont Hill and Modern Hill)

No members attended the meeting.

Agenda

1. Welcome, Introductions And Apology

2. Terms of engagement

• Confidentiality – must be maintained at all times 
• Safe environment – we are here to support each other 
• Respect – we are respectful of each other’s views/ opinions 
• Learn – we are here to share knowledge and experiences, and we will not judge and point fingers 
• Positive – please use positive language

3. Minutes and Action From Previous Meeting

4. TLCP Constitution 

• HO Chair
• Recruitment of PPF members- actively looking for more PPF members- Pop Ups 

5. Access

• Carer Champion
• Total Triage from October
• PPF Meetings on Teams 

6. TLCP Update

• Upcoming Project- PreP Clinic 
• CQC Visit
• HIV Champions 
• Walk with a Doc 
• Staff Update 
• Proposed change to TLCP PPF forum
• Alcohol Awareness week pop up week beginning  7th July 

7. AOB

8. Next Meeting

• 18th September 2025

Welcome, Introductions and apology

• Minutes – ST (Sallie Taylor Operations Supervisor)
• Chair – VR (Veeru Rajamuthiah Practice Manager)

Minutes provided by:

• Minutes –VR (Veeru Rajamuthiah)
• SB (Stephanie De Sa Marques Basset)
• Chair – VR (Veeru Rajamuthiah Practice Manager)
• ST (Sallie Taylor Operations Supervisor)

Attendees

• SK (Sue Kirkum –Administrator)
• KW (Kelvin Wheelan-PPF member)
• PB (Penelope Beaumont-PPF Member)
• GM (Graham Mulholland-PPF Member)
• BA (Barbara Allebone)

Apologies

•  EW (Elaine Winter)
• GM (Graham Mulholland) 
• KA (Kerry Abass) OC (Oliver Carr)
• BA (Beverley Ammon) AB (Ann Baker)
• KH (Katie Hale)

Minutes and Action From Previous Meeting

• ST summarised the recent minutes. No actions from previous meeting.

TLCP Constitution

• ST to send email to PPF members with Job description and request EOI for Chair person’s position. 
• Annual PPF wide general Meeting 12th May 2025 at St Johns Medical Centre
• SJ to draft leaflet to advise Patients  and promote the PPF and ST suggested having a pop up where ST, SK and PPF members can encourage patients to join the PPF ( date agreed Wednesday 18th June at 10am)

Proposed change to TLCP PPF forum

ST outlined the restructuring of the Patient Participation Forum (PPF), which will involve the five units have one meeting every three months instead of each unit having their own PPF meeting as we are one partnership and one annual meeting. In theory, there will be 3 PPF meeting and one AGM. The meetings will rotate around different sites to bring everyone together and create a beneficial partnership. 

The PPF members mentioned to also think about those with mobility issues and travel if across sites. This is something the team mentioned they will consider with the introduction of this. 

GM raised a query about the other units PPF members feedback on the proposed change. VR mentioned this proposal has been recent hence not being discussed across all units except Belmont Hill and Morden Hill. Belmont and Morden Hill members are in happy with unified PPF meeting. We will have more feedback from other units following their PPF meeting.

VR mentioned the PPF policy will be reviewed and circulated to the PPF members to feedback.  The members present in the meeting were in agreement with the proposal for one PPF group.

Recruitment of PPF members- actively looking for more PPF members- Pop Ups

ST asked the members re suggestion to recruit more PPF members. ST and SK hosted a pop-up to recruit members, however, it was identified there was no much footfall due to the weather and day.

Suggestions for the PPF members included use of local pharmacy, library, and Lewisham hospital to promote PPF. However Lewisham hospital might not be feasible due to the set up.

• Action: PPF Posters for circulation at local pharmacy, library

Access

Carer Champion

ST addressed the issue of the Carer's Champion, explaining that there was a gap due to training. However, training for the Carer's Champion is scheduled for the 25th of June, and care navigators will also be trained to have knowledge of the role.

KW asked if there will be any involvement by carers and if carers will be provided with the advice?

ST stated that the Carers champion might not have the relevant or updated information however are trained to escalate or signpost to the required service eg social prescriber, Lewisham Carers Hub (Imago) unit managers and leads so the service user has appropriate support. VR stated that Imago will provide assistance if required.

KW queried how carers will know about the champion.  VR explained that a poster will be put with the information on what is available.
 
VR and the team discussed various methods to identify and support carers, including sending out messages to patients twice a year, identifying carers during patient registration, and ensuring clinicians add coding to patient records. 

KW, GA and VR also addressed the challenge of ethnic minorities not identifying as carers and the importance of breaking down barriers.

Total Triage from October

VR explained the government's requirement for all practices in England to implement total triage by the 1st of October. GM mentioned that the website needs to have a usable form and about the challenges of getting an appointment. All members discussed the challenges and benefits of this system, including better utilisation of GP appointments and the need for a trial period to ensure smooth implementation. 

VR and the PPF members discussed concerns about the total triage system, including patient resistance, the need for human interaction, and the importance of ensuring confidentiality and proper training for staff. The organisation plan to trial the system and gather feedback from Staff, PPF members and other patients before the official launch. 

This would include looking at the language used in appointment booking and website.

VR and ST confirmed that clinical queries will be triaged by clinician.

ST discussed the possibility of holding PPF meetings on Teams to increase accessibility. GM mentioned to still keep option of face to face and offering of teams to give patients the flexibility and choice.

TLCP Update

•    Upcoming Project- PreP (HIV Pre-Exposure Prophylaxis) Clinic 

VR announced the launch of the HIV PrEP clinic on the 1st of July, which will be the first of its kind in the UK to be offered in primary care. The clinic aims to reduce stigma and make the service more accessible to the community.

• CQC Visit

ST discussed the recent CQC visit in January and that following the inspection that the focus is on high-risk drug monitoring patients, working closely with pharmacists to improve this area.

• HIV Champions 

ST mentioned about HIV champions that is an initiative by the organisation. This is in addition to the PREP clinic.  This is aiming to assist in reducing the stigma associated with HIV and to help signpost people on where to get that support, resources and how to report stigma or discrimination.

Walk with the Doc Initiative

ST informed the group of “Walk with the Doc" initiative at Hilly fields, where patients and clinicians meet outside for a walk and casual discussion about well-being. This initiative aims to foster a sense of community and improve patient-clinician relationships. 

SK mentioned that HO in the past had similar initiative by previous ex-staff nursing team members.

Staff update

ST provided updates on staffing, mentioning that the practice is now fully staffed with GPs and receptionists. ST mentioned that the new salaried GP Chijoke recently started with TLCP. However, VR added that newly recruited staff are still in the process of being trained and gaining experience. 

• Alcohol Awareness week pop up week beginning 7th July 

ST informed the team about Alcohol Awareness Week, which will take place from the 7th of July.  KW asked about drug abuse and addictions if this is included as the title refers to alcohol awareness only. VR confirmed that the practice will host a pop-up in the reception area to provide information and support related to alcohol awareness and substance misuse.

AOB

GM and KA (via email) provided examples of issues with appointments and the system. VR mentioned she would review this outside of the meeting on the concerns raised.

GA asked if the team are able to pull data on the number of patient referred to A & E from HO this year. There was mention of A & E departments across England being stretched. VR mentioned she can provide this in the next PPF meeting.

BA expressed concerns about patients wanting to discuss personal problems that they may not want to speak directly to the receptionist or disclose this in front of the waiting room. All PPF members mentioned that a clinician would be best to approach in first instance and for a sign to be put at the Reception area that if patients do not wish to disclose their condition to a Receptionist that they can speak to a Clinician or write the problem on a piece of paper.

Actions

• Review appointment book on abbreviations used
• Review of website to include country flags to signpost for translation of website content
• Number of patient attendance from HO to A and E this year (Statistics)-VR
• Poster on Mental Health (Slam services) to be displayed in patient waiting room-ST.
• PPF Posters for circulation at local pharmacy, library
• Patient Participation Promotion: Update and distribute posters with clear dates and times for patient participation meetings. (ST)
• PPF Meetings on Teams: Explore the possibility of holding PPF meetings on Teams to increase accessibility. (ST)

HO PPF Meeting dates for 2025

• 18th September @ 6.30pm - Honor Oak Group Practice
• 11th December  @ 6.30pm - Honor Oak Group Practice

In attendance

TLCP:

• Khaled Chowdhury (Operations Manager for St Johns Surgery)
• Jyothi Eregowda (Jo) (Operations Manager for Belmont Hill and Modern Hill Surgery)
• Arial Tazrial Alam (CN)

PPF Members:    

Welcome introductions

Terms of engagement

• Confidentiality – must be maintained at all times
• Safe environment – we are here to support each other
• Respect – we are respectful of each other’s views/ opinions
• Learn – we are here to share knowledge and experiences, and we will not judge and point fingers
• Positive – please use positive language

Khaled welcomed everyone.

Introductions – members introduced themselves.

TLCP Updates

Successful CQC visit.

Improvements at TLCP

Same-Day Appointment System: Starting in May 2024, the GP practice will implement a same-day appointment system for patients, providing more immediate access to care.

Positive Patient Feedback: Patients have responded positively to this system, appreciating the quicker access to appointments.

Callback System: The call center hub has established a callback system, enhancing the patient experience by reducing wait times for inquiries and appointments.

Positive Patient Feedback: Patients have found the callback system helpful in reducing wait times and improving communication.

Care Navigators' Challenges

Abusive Calls: It was highlighted that Care Navigators are often receiving calls from rude or sometimes abusive patients. This issue is affecting staff morale and their ability to assist patients effectively.

Introduction of the proposed TLCP PPG Structure

• Young mothers
• Pregnant women
• Elderly patients (65+)
• Young adults (ages 24-40)

Aim: Ensure diverse patient representation in discussions and decision-making

TLCP Constitution

• Patient forum meetings will be held quarterly
• TLCP-wide meetings will take place twice a year

Last years success projects

• Hypertension, Chronic Kidney Disease (Multi-Morbidity), and HIV projects were successful.

Other News

Lewisham wide TLCP awards – we were aware the best PCN for Hypertension Management

We also won Best Practice Manager of the year for Lewisham borough

AOB

PPF members will get back with their thoughts about how can our staff handle abusive calls from patients. 

Next Meeting

PPF members have agreed on the below dates:

• 21st May 2024 at 16:30 PM – St Johns Medical Centre
• 20th August 2024 at 16:30 PM – St Johns Medical Centre
• 19th November 2024 at 16:30 PM – St Johns Medical Centre.
• TLCP AGM -  will be held in March, but the exact date is yet to be confirmed.