MARYLEBONE HEALTH CENTRE
PATIENT PARTNERSHIP GROUP
Minutes of Meeting
30th March 2026
1. Present: JM, MB, YT, JMcG, BD, BH and JC Apologies: JG, CB, IA , MF, SL, SF, AG/DO’D
2. Minutes of last meeting Feb 26 approved
3. Matters Arising
None
4. Practice update given by JC
4.1 GP Staff update
Two F2 (newly qualified doctors in second year post qualification.) to be at MHC for 3 months from 1st April-June 26. Dr Ghavin Kuganesan and Dr Abbeykeith Kugasenanchettiar
4.2 Feedback and complaints
Feedback from staff survey was excellent. Staff clearly enjoy working at MHC and felt comfortable to raise concerns they may have which makes JC feel we work safely
Feb 2026 feedback from patients was very positive
PPG discussed three examples where patients have expressed verbal dissatisfaction and seem caught up between secondary care and MHC
- Pt seen at Charing X and unhappy with care. Disagrees strongly with their records of clinical care and suggests alternatives, although his suggestions of what was wrong would not be medically possible. Patient asked MHC to review and whilst we did concur with hospital we arranged for the patient to work with the PALS team who have been very supportive. PPG were pleased to hear that PALS were providing a good service for patients and should be promoted to patients where appropriate.
- PT had a secondary care review and scans which indicated a fatty lump, which should not have been the cause of the symptoms she raised. Secondary care would not remove as considered minor surgery so outside their scope of care and primary care would not remove as viewed as cosmetic. PT distressed and MHC tried to support and find an appropriate service but no service available. MHC offered to look into reported symptoms for an alternative cause but PT wanted the lump removed. We were unable to assist and patient left MHC. JC said we were disappointed the PT felt the need to change GP but we were unable to remove the lump.(benign) Discussion about the balance between meeting clinical need and what a patient wants. Also difficult if the service is not available to be delivered. PPG hoped MHC were supportive, even when saying NO.
- PT wanted a testosterone injection which should be initiated in hospital under a consultant. Only when safe was the patient to be transferred to primary care to carry on injectable treatments. But the PT was very unhappy when the hospital had non in stock and so wanted MHC to provide it. PPG felt MHC should follow advice and guidance when it comes to medication so were correct not to give it. They were disappointed that the hospital had not offered the patient an alternative (come back tomorrow when in stock)
There followed a general discussion about primary and secondary care interface.
4.3 Men B outbreak – JC explained the different meningitis strains and available vaccines. Meningitis B vaccine is apparently only available for children under 2 years old, a separate vaccine covering strains A, C, W, and Y is offered to year 9 students. MHC felt the media told people what questions it thought they should ask GPs, who were then inundated with inappropriate questions and callers. MHC placed information on the answer phone and on our website which was current and kept up to date. MHC were concerned that anyone who did need help and advice may not be able to get through. Everything was quieter now. It is unclear why the NHS do not offer Men B to students and why A,C,W and Y; perhaps they may consider it as a catch up to students starting Colleges and Uni.
4.4 Changes at HCL, the GP Federation
A) PATCHS for a number of years has been managed centrally by the HCL E Hub team.
This team monitor and co-ordinate responses. MHC do receive PATCHs but not in huge numbers. Most patients can get an appointment within a reasonable time frame by calling reception/booking on line. MHC do not need to screen calls. PATCHs are used for asking questions and clinical administrative work. On average MHC get 25 PATCHS a week. Some practices get hundreds each day.
The E Hub is closing due to lack of funding and the practice will now manage PATCHs directly which should result in faster processing times. The funding now comes straight to the practice.
B) HCL PPG meetings – these have never been greatly successful. JM/JC attend and often there seems no purpose for the meetings. JC said this work will now be organised by arranging PPG inter-practice meetings. We have done this successfully in the past and PPG feel this would be welcome.
5. Stakeholders
JM attended the NWL Residents Forum- they had a good speaker who explained the dismantling of the local commissioning body. It will be interesting to see how this change filters down to patients. Also discussed was information about flu vaccine uptake and the effectiveness of face-to-face engagement.
BH said she has not heard from Healthwatch for a while but she will see if she can research and provide an update.
6. Safety at MHC
JC described some of the work underway at MHC to improve services to patients and make us more responsive and safer.
Veteran Accredited– MHC is a veteran accredited practice. We code patients who are veterans and service in the armed forces. We will offer annual reviews and health checks to any who have not had an annual review in November every year, this is prompted by National Remembrance. Veterans are noted on all external referrals and Imperial have a specialist veteran service.
Sexual Misconduct (SM)- MHC have 2 sexual safety leads (Andy and JC) who make sure all staff are trained in SM and how to identify and raise concerns. We have a Zero Tolerance to SM and a copy of this is on display in the waiting area. We must protect staff and patients from inappropriate behaviours. Our chaperone policy is now changed- chaperones wait to leave clinical rooms until patients fully dressed and enter in notes that they have chaperoned. PPG agreed SM is unacceptable and shouldn’t be tolerated. PPG were pleased to note additional safety measures in place for patients.
Basic Life Support BLS- resuscitation training takes place every year for clinical staff and every 3 years for admin team. This includes the use of emergency equipment. We use the annual training to check our staff know how to use defibs and oxygen for example. The doctors agree what medication if any we need on site. All staff have now completed the training.
Jess’s Rule- A young lady called Jess saw clinicians 20 times and died from an undiagnosed stage 4 cancer. Jess’s Rule is a primary care initiative to encourage GPs teams to rethink a diagnosis if a patient presents three times with the same symptoms or concerns, particularly if symptoms unexpectedly persist, escalate, or remain unexplained. NHS England » Jess’s Rule: Three strikes and we rethink
At MHC the clinicians have trained in Jess law, staff side posters in place, and they discuss in clinical meetings any patients who returns with same symptoms if unsure whether to refer.
JM asked if there were posters for patients – action JC will source and display
Oliver McGowan Training – Oliver McGowan was a young man who had autism and he was given medication which was harmful for him. He wasn’t listened to when concerns were raised and this resulted in his early death. Oliver McGowan | Oliver’s Campaign |
The team have already completed OM training part one and are starting Level 2. This is for admin staff and clinical staff. Clinicians have to spend a whole day off-site in team learning which means for MHC we loose 11 days of appointments. PPG felt excessive but an important learning message for all.
PPG were pleased to hear about some of the work underway at the practice and appreciate this means we may loose clinical time but this is for patients safety so critical to do.
7. Event Planning and delivering MHC strategy-
MHC are doing work on immunisations programmes in the hope to improve uptake. This work was a result of the work undertaken at the Centre Review. Dr Drew, Nurse Karen and JC will be part of a small focused group which SF has agreed to join.
ANDY is holding a Men’s Wellbeing event on 15th April at MHC. Posters will go up after Easter and
Invites sent at the end of the week.
7. AOB
7.1 COVID vaccines – the spring campaign starts 14th April and patients can book the NHS booking line from 7th April Housebound patients have been contacted and any consenting will be administered their vaccine by Nurse Kelly who will visit them at home. A doctor will go with Kelly for safety.
7.2. Concern raised about CORA the new MSK provider. The service was criticised by the
Patients at the last HCL meeting. JC said we get several complaints per week about CORA.
It was agreed that JM would write to the commissioner with some examples of recent experience to see if we can encourage a better improved service for patients. JC reminded commissioners changing so we may need to contact generic email in box.
ACTION JC to send JM contact details and all to send JM thoughts and examples. JM to write a letter of concern.
Future meetings
11th May, 22nd June, 3rd Aug, 14th Sept, 26th Oct and 7th Dec 2026
Practice website address: www.marylebonehealthcentre.co.uk
NHS North West London North West London – North West London Critical Care Network (londonccn.nhs.uk)
Central London Health Care (GP Federation MHC members of) www.centrallondonhealthcare.co