Patient Participation Forum

Latest TLCP Patient Participation Forum Unified Meeting Notes

1. Patient Participation Forum (PPF) Minutes

• Date: Wednesday 10 September 2025
• Location: Honor Oak site and Online Teams
• Chair: Jacqueline Henty
• Attendees:
  • PPF Members: BB, FT, BO, KG, AG, AS, KW, EH, RS, AH
  • Staff: MU, JH, VR, RN, ST, GG
  • Guest speaker PPF AND Health Watch chair: AC

1.1 Unified Patient Participation Forum (PPF) Merger and Communication

Rationale for Merger: Mu explained that merging the PPFs into a single unified group under TLCP is intended to standardise processes, improve engagement, and ensure decision-making benefits the whole patient population rather than individual sites. The merger also addresses issues with poor attendance and fragmented feedback across multiple meetings. EH expressed this seemed like a good move. 

Concerns about Communication:

AS and RS expressed concerns about the lack of early communication, particularly with active groups such as Hilly Fields not being consulted sooner. They emphasised the need for early patient involvement to build trust and strengthen engagement. Local Representation: EH and AS recommended ensuring local issues remain visible within the unified group through recurring agenda items and structured feedback channels. They highlighted the importance of maintaining local identity alongside collective decision-making.

Apology and Next Steps:

MU acknowledged the shortcomings in communication, apologised on behalf of the organisation, and committed to improving transparency and involvement moving forward. The group agreed to rebuild trust and work collaboratively. Future meetings date site, time and length of meeting to be set.

2. Modality Group PPG Structure – Learning From Best Practice

Overview:

AC shared insights into the Modality Group’s PPG, offering a model for effective participation.

Key Features:

• Tiered System: Each surgery maintains its own forum, with issues escalated to a central committee (chairs, secretaries, GPs, and staff).
• Meetings: Held bimonthly, lasting at least two hours, with scope to extend.
• Communication: Managed via email, registration forms (for data protection), notice boards, and patient liaison officers.
• Patient-Led Activities: Health events, surveys, newsletters, support for flu days and carers packs, and volunteer-led outreach. 

3. Transition to Total Triage System

Process:

MU outlined the system whereby all patient requests are submitted electronically (via website, NHS app, or phone) and triaged centrally by clinical and administrative staff.

Concerns:

EH and others raised issues with early closure of online forms when capacity is reached, limiting access. MU confirmed that increased staffing and system improvements are planned.

Feedback and Inclusivity:

The group recommended establishing regular feedback opportunities to monitor patient experience. MU clarified that patients with accessibility needs (e.g., visual impairments, dyslexia) can still access services through reception staff and alternative routes.

4. Equality, Diversity, and Inclusion (EDI) in Patient Engagement

Language and Accessibility:

KW raised concerns about the exclusion of ethnic minorities and patients unable to read/write English. AC noted the absence of translation services, recognising this as an area needing development.

Survey Design:

KW highlighted the lack of cultural awareness questions in patient surveys. VR explained surveys follow national templates but committed to considering feedback for future versions.

5. GP Patient Survey Results and Action Plan

Findings:

VR reported that 201 responses were received from 800 patients. Results show underperformance compared with local and national benchmarks, though improvements were noted over the past year.

Action Planning:

The process includes reviewing survey questions, benchmarking performance, and drafting an action plan, with patient representatives invited to provide input.

Key Issues:

High DNA (Did Not Attend) rates were identified. Strategies include analysing underlying causes and considering reintroducing appointment reminders for specific patient groups.

6. Patient Group Autonomy and Collaboration

Discussion:

RS and VR discussed the balance between patient-led and surgery-led groups. The group agreed patient ownership should remain central, with practices providing support.

Next Steps:

Members suggested developing independent action plans and presenting them to surgeries, while using WhatsApp and other informal channels for coordination.

7. Agreed Actions and Follow-up

• Dr MU Availability – MU and JH to share availability with AS for a one-to-one discussion on patient engagement at Hilly Fields.
• Modality PPG Summary – AC to prepare and circulate a summary of the Modality PPG structure and activities to TLCP.
• Patient Feedback on Triage – VR and team to establish a mechanism for patients to provide feedback on total triage over the next six months; follow-up agenda item to be scheduled.
• Triangle of Care – VR to check with clinicians on current implementation and report back to KW separately.
• EDI and Language Accessibility – The team to review communication methods to improve accessibility for ethnic minorities and patients with literacy/language barriers.
• GP Survey Action Plan – VR to recirculate the action plan and survey link for PPF feedback.

8. Next Meeting

• Date/Time: December 2025 TBC
• Venue: St Johns Site and teams and Online
• Agenda Items: To include updates on total triage feedback, EDI review, and progress on GP survey action plan. Chair and Secretary to be voted in. PPF members agenda items