MARYLEBONE HEALTH CENTRE
PATIENT PARTNERSHIP GROUP
Minutes of Meeting
14th September 2026
- Present: JM, BD, MF, YT, IA, JMcG, MB, SL and JC Apologies: SF,AG/DOD
- Minutes of last meeting approved
- Matter arising
JC gave anupdate on the CORA Health services post the last PPG meeting. Patient concerns are now being escalated to a specific contact person at CORA who has been responsive to individual issues, though there hasn’t been significant overall service improvement. Reminder first contact physiotherapists in practice are separately funded from CORA Health physiotherapists and practices/patients think better integration of remote booking facilities between the two systems would be a great improvement.
4. Practice update
4.1 Staff update.
Nil staff changes. Discussion about F2s and for continuity JC was asked to add dates for the F2s at MHC on the website so patients aware that the GPs they see may not be permanent.
Action JC
4.2 Zero Tolerance.
A recent patient incident at the surgery was where a patient was unhappy that she missed her appointment and was told by the GP to rebook. After several telephone calls where staff were verbally abused and threatened the patient was fitted in the following day but when attending she behaved inappropriately towards JC, blocked the corridor and entrance and was very threatening to JC. This was witnessed by a number of independent public attending Church services as well as other MHC patients. Patients also filmed the incident (she filmed others). This breeched all data protection regulations, was civil trespass and harassment. Event was captured on CCTV. Patient denies everything that happened but given all the calls and CCTV recorded the whole incident can be evidenced. PPG felt this qualified as an instant removal, JC is taking advice and considering legal action as are the landlords. Discussion followed about that importance of keeping a strict ZT policy to protect staff and other patients. JC to put up posters on ZT and filming/recording policy
Action JC
4.3 NHS Federated Data Platform.
This allows healthcare providers to share patient information across different systems, though some patients remain concerned about data privacy. PPG asked information about this to be added to the MHC website and Newsletter. Concern was expressed that little information has been advertised about this to our patients
Action JC
4.4 Marylebone Trust.
A charity trust was set up 35 years ago to raise funds for premises redevelopment. The trust takes time to manage Annual Returns plus incurs a cost and as we no longer raise funds is redundant and costs MHC. JC and JMcG are Directors and will both resign and are closing the trust.PPG noted the outcome.
4.5. Patient feedback
Discussion of recent feedback. Comments regarding waiting times, post appointments times and JC to remind Drs to inform patients if they are running late. Action JC
Drs arriving late: when this happens the impact of catching up with clinic should not be placed on the patient. Patients fed back their experience when this has happened as they felt the GP didn’t give the patients the attention/time they should have. Also means Drs may not have time to read notes/recent letters before patients attend.
4.6 Patient feedback
Feedback was very good. One really useful comment from a patient has created a lot of discussion at the surgery. The GPs are discussing the’ one problem per appointment’ rule and the use of AI to create consultation notes.
JC explained so far the GPs are overwhelmingly in favour of not using AI transcribe services to capture a consultation and only 1 GP has a note on the door of ‘1 problem per appointment’ which she uses only if the patient is taking far too long or asking for administrative work to be discussed (forms etc). GPs are debating the 1 problem per apt rule and how they manage themselves-asking patients to list concerns so they can agree together what can/cannot be dealt with.
Some time ago PPG did work on helping patients prepare and get the most out of their consultation. JC will circulate pre the next meeting to see if PPG can create a helpful tip guide.
(add comment) Action JC
Patient satisfaction feedback showed positive results with good overall satisfaction, though some concerns were noted about waiting times and communication during appointments. The practice reported a busy summer period due to heat-related health issues and had to convert many appointments to same-day bookings
4.7 Private prescribing policy.
Discussion about the practice policy of converting private prescriptions to NHS (or not). PPG reviewed the statement JC provided and agreed this can be placed on MHCs website. Action JC
5. Stakeholders
JM attending PCN PPG meeting on 6.10.26. Cavendish to host the next meeting and the topic will be PCN level events. JM will also feedback on our CORA health meeting.
6. Immunisations plan
Flu and COVID campaign starts properly on 1.10.26. MHC (Nurse Kelly) is administering COVID and flu to MHC housebound.
PPG reviewed demographic information of practice patients including looking at data held which shows that overwhelmingly the majority of MHC have chosen English as their first language.
7. Event Planning and delivering MHC strategy
JC attending patient event in China town in October. The reason being is that we have patients who are Mandarin and Cantonese speaking and they will be invited to attend an event as the staff will provide healthy lifestyle advice.
Events included delivering a successful homeless clinic drop-in event and there are plans for future patient engagement activities
8. AOB
8.1 Taken ill abroad – SF has agreed to write, with JC, a information leaflet to help patients taken ill abroad. A copy can be issued to all patients who attend MHC. Reminder NHS indemnity ends at the UK borders.
8.2 HCL have asked to attend PPG meetings to describe the new healthy lifestyle programme. PPG agreed perhaps 26th Oct meeting Action JC
8.3 Organ donation scheme – JC to include information in Spring Newsletter
8.4 Review of self-referral services – JC to add information to Newsletter
Future meetings
26th Oct and 7th Dec 2026
Practice website address: www.marylebonehealthcentre.co.uk
NHS North West London ICB
Central London Health Care (GP Federation MHC members of) www.centrallondonhealthcare.co