Patient Participation Forum

PPF Engagement and Promotion of TLCP Services by PPF

• It was agreed that if no PPF Chair is present, the surgery will assume the role Chair for the meeting.
• A PPF Member requested that future PPF minutes be uploaded to the website as PDFs.
• An overview of Total Triage activity and processes was provided. Friends and family data was discussed.
• Suggestions were made to promote community resources, including local walking initiatives
• Due to staffing constraints, initiatives such as “Walk with a Doctor” are not currently feasible but may be reviewed in future.
• An overview of TLCP services was shared, including LARC, PrEP , Frailty, access and eligibility.
• Concerns were raised regarding prescription delays; these were attributed to workforce pressures and clinical requirements such as reviews and blood tests.
• The electronic repeat dispensing (eRD) process was explained for eligible patients.
• Low PPF attendance was discussed, with timing and personal commitments identified as barriers.

Agreed actions to improve PPF engagement include:

• Promoting the WhatsApp channel
• Increasing visibility through posters, social media, and community events
• Setting up pop-up stands in surgeries and local venues (e.g. Lewisham Centre, Glass Mill Leisure Centre etc)
• Providing leaflets and information materials to support members in promoting TLCP services
• Having a TLCP PPF banner at community events with PPF members engaging with the public promoting TLCP services.

Key Discussion Points

• The need to improve patient understanding of GP services and preventative care was highlighted.
• A PPF member highlighted that the same day appointment has become a lot easier since implementing Total Triage.
• How practices are funded, the broader role of primary care beyond treating illness.
• Workforce and capacity challenges were outlined, including limitations on staffing, space, and appointment availability.
• Why preventative services such as vaccination are offered.
• Strengthening community outreach, prevention, and communication.
• Opportunity to educate and involve patients more actively.
• Need to promote services beyond one-to-one consultations. Focus on Group consultations
• Opportunities to increase PPF membership were discussed.
• Potential future changes to appointment models were discussed (e.g. a mix of 10, 15, and 5-minute appointments depending on need).
• Emphasis was placed on broader communication, community outreach, and peer support to reach a wider patient population.
• A PPF member asked what actions TLCP is taking to identify frailty and how patients are referred for support. It was explained that a frailty scoring system is in place and that dedicated clinics receive referrals for patients identified as frail. TLCP will provide more detailed and accurate data on frailty identification at the next meeting.
• Comparative data across South East London practices was discussed. The Lewisham Care Partnership was reported to be among the practices with the highest doctor-to-patient ratios, indicating significant investment in clinical staffing compared with many other practices.

Suggested channels:

• Local magazines (e.g., SE23 publications)
• Community messaging
• Social and peer networks
• Whatapp channel promotion
• Use of Social media

Friends and Family April results

• Reporting Period: April 2026
• Organisation: The Lewisham Care Partnership

Recommended Comments Summary

• Patient feedback for this period is overwhelmingly positive, with 88% of respondents rating the service as good or very good.
• Patients consistently highlight strong clinical care, compassionate staff, and clear communication.
• Operational pressures remain around appointment access, waiting times, and administrative processes.

Patient Outcomes & Experience

• Patients report feeling reassured, supported, and confident in care
• Positive health outcomes and clear next steps
• Strong trust in clinicians and services

Waiting Times & Delays

• Delays of 20–30 minutes or more reported
• Occasional overrunning clinics impacting patient experience
• Long phone wait times (e.g. 20+ minutes) ( press call back)
• Difficulty getting through the phone lines
• Delays in response or missed contact

Key Takeaways

• Primary drivers of dissatisfaction:
  • Appointment access
  • Telephone access
  • Administrative processes
• Secondary issues:
  • Waiting times
  • Continuity of care
  • Digital system limitations
• Overall insight: Patient dissatisfaction is largely operational rather than clinical.

Activity & Response Overview

• Surveyed Patients: 627
• Responses Received: 137
• Response Rate: 21.9%

Response Breakdown

• Very Good: 94 (69%)
• Good: 27 (20%)
• Neither Good nor Poor: 9 (7%)
• Poor: 3 (2%)
• Very Poor: 4 (3%)
• Don’t Know: 0 (0%)

NHS Summary Scores

• Recommended: 88%
• Not Recommended: 7%
• Neutral: 5%

Overall: High-performing, patient-centred service

The 88% satisfaction rate reflects strong clinical delivery.

Improving access, administration, and communication systems will significantly enhance patient experience and reduce dissatisfaction.

Next meeting dates

• St Johns Site - Monday 7th September 2026 (12:00pm to 2:00pm)
• Honor Oak Site - Wednesday 8th December 2026 (11:00am to 1:00pm)
• Belmont Hill Site - Tuesday 9th March 2027 (11:00am to 1:00pm)
• Hillyfields Site – Tuesday 8th June 2027 (11:00am to 1:00pm)
• Morden Hill – Wednesday 1st September (12:00pm to 2:00pm)
• St Johns Site – Wednesday 8th December (11:00am to 1:00pm)