Patient Participation Forum

• Location: Belmont Hill site and Online Teams
• Chair: Jacqueline Henty
• Attendees: PPF Members: BB, FT, BO, KG, AG, AS, KW, EH, RS, AH, SP,KM
• TLCP-Team: MU, FC, VR, GG, JE, JH, ST, SD

These minutes were generated with AI assistance. Please review for accuracy JE

Meeting notes

Implementation and Accessibility of Total Triage System:

PPF members and TLCP Team discussed the rollout of the total triage system, focusing on its impact on patient access, the challenges with the online form, and the measures in place to support patients with accessibility needs, including digital inclusion hubs and staff assistance.

• Online Form Complexity: PPF addressed concerns about the complexity of the online triage form, with a PPF member noting that the form is repetitive and can be a barrier for patients with limited English literacy or digital skills. TLCP members explained that the form is managed by a central software provider and cannot be directly modified by the practice, but staff can assist patients in completing it if needed.
• Support for Vulnerable Patients: TLCP Team clarified that patients unable to complete the form themselves can receive help from care navigators, either in person or over the phone, and that privacy concerns in reception areas are being considered, with suggestions for creating private spaces for sensitive conversations.
• Digital Inclusion Hubs: TLCP Team described the existence of digital inclusion hubs at each site, where staff assist patients with accessing the NHS app and other digital services, aiming to improve inclusivity and support for those struggling with technology.
• Data Tracking and Auditing: PPF member inquired about tracking patient drop-off rates when filling out the online form, and TLCP Team confirmed that the practice is monitoring this data since the system's launch in October, with plans to review and act on the findings in future meetings.

TLCP CQC Rating

PPF members updated on the CQC rating following re-inspection in Nov 2025. TLCP was rated improvement in Jan 2025 for two domains which has now being rated as being Good across all the 5 areas.

Patient Feedback, Surveys, and Action Planning:

PPF members and TLCP Team discussed the collection and use of patient feedback through surveys, complaints, and forums, outlining how feedback is reviewed, prioritised, and tracked for implementation, and highlighting ongoing frustrations about the pace and visibility of improvements.

• Survey Programmes and Response Rates: TLCP Team reported on the national and internal patient surveys, noting a strong response rate of around 2,200 patients, and identified key areas for improvement such as access and the NHS app, with ongoing efforts to increase digital uptake and improve service delivery.
• Feedback Implementation Process: PPF member asked about how user feedback is prioritised and tracked, TLCP Team explained that feedback is reviewed in management meetings, with
• operational changes made where possible, and an action tracker used to monitor progress, though some changes are limited by external factors like software providers.
• Transparency and Collaboration: PPF members requested greater transparency regarding the prioritisation and implementation of patient suggestions, advocating for a shared improvement roadmap and more collaborative decision-making, while Barbara expressed frustration at the perceived lack of progress over two years.
• Friends and Family Test and Data Sharing: TLCP Team described the Friends and Family Test as a key feedback mechanism, with monthly data reviewed for trends and specific comments, and committed to sharing this information with patient representatives to inform ongoing improvements.

Clinical Engagement and Meeting Participation

PPF member raised concerns about the limited attendance and early departure of senior clinicians from the meeting, emphasising the importance of direct engagement with clinical staff for meaningful collaboration and feedback, and calling for improved commitment and representation in future meetings.

• Clinician Attendance Issues: PPF member highlighted that senior doctors left the meeting before the patient-led agenda, expressing that this undermines the purpose of the forum and the value of patient input, with Barbara noting this has been a recurring issue over several years.
• Management Team Response: explained that management team members were present and would relay feedback to clinicians but acknowledged the need for better representation and committed to raising the issue with the clinical team to ensure full participation in future meetings.
• Patient Advocacy for Direct Access: Participants advocated for direct access to clinicians during meetings, arguing that administrative staff alone cannot address all clinical concerns, and that patient experience and feedback should be heard and acted upon by those making clinical decisions.

Patient Experience, Complaints, and Learning Processes

PPF members and TLCP Team discussed the role of personal experiences and complaints in driving service improvements, debated the appropriateness of sharing personal anecdotes, and explored how complaints are processed, learned from, and used to inform clinical practice.

• Sharing Personal Experiences: Few PPF members reiterated for the importance of sharing personal health experiences to illustrate systemic issues and inform improvements, while TLCP Team clarified that while personal stories are valuable, individual medical problems cannot be resolved within the meeting itself.
• Complaint Handling and Learning Events: TLCP Team outlined the complaints process, explaining that clinical complaints are reviewed by clinicians, with significant events and learning points discussed in clinical meetings, and that patterns in complaints are analysed to identify areas for improvement.
• Women's Health and Misdiagnosis Concerns: A PPF member shared her their experience of misdiagnosis and raised concerns about the effectiveness of the complaints process, particularly in women's health, calling for data on misdiagnosis trends and more proactive learning from such cases.
• Feedback on Complaint Outcomes: A PPF member suggested that post-complaint feedback should be collected to assess whether patients feel their issues have been resolved satisfactorily, and that learning from complaints should be integrated into staff training and service development.

Patient Record Access and Data Management

PPF members and TLCP Team discussed issues related to accessing historical patient records following system mergers, the digitisation of paper records, and concerns about data integrity and backup procedures.

• Record Access Limitations: A PPF member raised concerns about limited access to older patient records after a system merger, and TLCP Team explained that records may need to be manually enabled for full access, with ongoing digitisation of paper records across sites.
• Data Backup and Security: TLCP Team clarified that once records are digitised, paper copies are destroyed in accordance with government policy, and reassured that electronic records are backed up, though acknowledged the need for robust data management.

Administrative Processes and Document Management

PPF members and TLCP Team discussed the challenges of managing clinical documents, including delays in uploading hospital letters to patient records, the impact of multiple document formats, and ongoing efforts to streamline administrative processes.

• Document Upload Delays: PPF members described delays in having hospital letters and vaccination records uploaded to the NHS app, and TLCP Team explained that documents arrive in various formats and volumes, creating administrative challenges that are being addressed through process reviews and staff training.
• Process Improvement Initiatives: TLCP Team noted ongoing work to encourage external providers to send documents electronically and to improve internal administrative efficiency, with the aim of reducing delays and ensuring complete patient records.

Training, Lived Experience, and Group Consultations

PPF members and TLCP Team discussed opportunities for incorporating patient lived experience into staff training and group consultations, with plans to pilot group sessions for specific conditions and explore ways to include patient perspectives in educational activities.

• Incorporating Lived Experience: PPF members discussed that training for primary care staff should include input from patients with lived experience of specific conditions, and TLCP Team agreed to explore options for integrating such perspectives into training sessions.
• Group Consultation Pilot: TLCP Team described a pilot of group consultations for pre-diabetes patients, where individuals could share experiences and receive support, with plans to expand this approach to other conditions in the future.

Election of Chair and Secretary for Patient Participation Group

TLCP Team outlined the process for electing a chair and secretary for the patient participation group, emphasising the importance of patient leadership in setting meeting agendas and facilitating more productive collaboration.

• Election Process Details: TLCP Team explained that job descriptions and expressions of interest forms would be circulated, with the patient group responsible for selecting the chair and secretary, aiming to establish patient-led agendas and improve meeting structure.
• Meeting Logistics and Communication Improvements: PPF members raised technical issues with meeting audio and video, and proposed improvements to meeting notifications and communication to ensure better participation and accessibility for all attendees.
• Technical Issues and Solutions: TLCP Team have committed to improving the setup to facilitate better remote participation.
• Advance Meeting Notifications: TLCP Team agreed to looking into providing earlier notifications of meeting dates and details.

AOB

• Named GP and Continuity of Care: TLCP endeavours to patient continuity of care, however we cannot always have the same GP due to retirement, GPs moving out area.
• DNA (Did Not Attend) and Frequent Attender Strategy: We have developed protocol and policy for DNA and frequent attenders so this can be addressed with patients to help reduce these numbers so other patients can have better access
• Patient Feedback Tracker: TLCP has user feedback form which is friends and family feedback form and we endeavour to improve on feasible suggestions and all this information can be easily found on our website allowing patient representatives to monitor progress and collaborate on solutions.