MARYLEBONE HEALTH CENTRE
PATIENT PARTNERSHIP GROUP
Minutes of virtual meeting 21.7.2025
1. Present: JM, JG, JmcG, YT, MB, SF, CB, BD & JC
Apologies: AG, DoD, IA,MF
2. Minutes of last meeting
Review of Minutes of 9Th June 2025 agreed
3. Matters Arising
CHWEE – JC sent the team a reminder and we still await confirmation that the service will be offered to MHC patients
Telephone Assist– Thank you to PPG, for considering the roll out of this new service at the last meeting where PPG raised similar concerns to those of MHC staff which were raised expectations for patients and risk of urgent clinical needs not being addressed. MHC decided not to pilot the programme which has been pulled by the providers based on concerns raised by PPG/MHC and other practices invited to participate in the pilot
4. Practice Update
4.1 Staffing- Minjung Chen the new pharmacist has now settled in her role and feedback from patients about Minjun is great. Mark Champion is the second Care Navigator now based at MHC and joins Maria to provide support services for the most fragile and vulnerable including supporting co-ordinated discharge. Dr Blaaza, the current F2 leaves this week, and will be replaced early April. The junior Dr strikes will not affect MHC patients as Dr Blaaza is on leave when the strikes are taking place.
4.2 NHS app- 61% of MHC patients are registered with the NHS
JC explained that the NHS are promoting the NHS app usage as more helpful services for patients will be coming out on the app in the coming months. Patients can order prescriptions, send a PATCH, look at their medical records, see their vaccinations, check their NHS number and will soon be able to see what services are available locally with waiting times which will assist their right to choose.
The NHS app is compatible with most mobile phone systems. MHC have posters and handouts at reception and now introduce this at digital workshops. PPG were interested in uptake of MHC patients using the app – JC has included data above which shows MHC have 61% of patients aged 13 and over registered using the NHS app.
The app is being developed to be a communication tool for practices which will save the costs of texting on other systems so a cost-saving for the NHS and the practice.
4.3 Access Statergy across Central London-
HCL will receive funding for all practices from the ICB (Integrated Care Board) to look at and improve access for patients across Central London. There are shared deliverables and an expectation that offers of access will be standardised. PPG reviewed the statement placed on the practice website.
Access Improvement Plan Guidance 2025/26 – Marylebone
Lots of what has been planned MHC are working on already and they have been discussed in the past with PPG. JM reported that when she attends Federation meetings she is often pleased that new initiatives being discussed have already happened at MHC and that compared to others we offer good types of Access.
On review of the strategy MHC have same day clinicians available and use and offer HCL remote services. MHC offer PATCHs as an access option but not as a barrier to care. MHC uptake of the APP is high amongst MHC registered patients and MHC have been actively promoting it in the last month or so. Reception attended Federation training last year and enrolled in a number of programmes this year. MHC have always had an ‘allocated’ patient system to improve continuity of care for those most vulnerable and at risk. We do answer patients calls within 10 minutes and offer same day confirmation responses to PATCHs. In an effort to make sure we respond within 24 hours to PATCHs we now have more appointments reserved for PATCHs than before.
MHC staff and PPG are keen to learn more about Equity-focused design and new integrated systems as time moves on.
Action: Can JC gather and share MHC patient update at Federation Remote Clinics
4.4 Safe Surgeries
For a year or so MHC have stopped asking patients for proof of ID when they register including checking if a patient is entitled to NHS care in general practice. We do not ask for proof of address or residency status. We do not differentiate in refugee or immigrant status. If we refer patients to hospital and we are concerned they maybe charged we do let them know that we refer based on clinical need and not affordability. Admin say ‘we are not the NHS police’ and our job is to respond to patients need in a safe, welcoming way not to make them feel scrutinised or uncomfortable. Often patients bring documentation anyway but we never ask. We do register by postcode and catchment area. This approach is now recognised as one which should be taken by all surgeries and there is a new service to support practices taking this approach (which is now a contractual requirement)
The support service offers training, information and registration questionnaires in a range of languages and it is called safe surgeries. MHC is now an accredited Safe Surgery.
4.5 Friends and Family feedback
JC shared F and F feedback gathered by HCL from MHC patients. The results were very good and
PPG were pleased to read the positive comments. It was noted that the comments by the dissatisfied patients were very positive so no learning to be gained. MHC reminded to display the feedback with lessons learnt ’you said we did’ where appropriate. PPG would like to review F and F feedback regularly as it is sent in real time and by patients who have just used the services.
4.6 NHS 10 year plan- has just be shared by NHS England
Main points: move of services from hospital to community, little mention of funding, more clinics working on the front line, move from PCN to neighborhoods, move from sickness to prevention, IT development and increased innovation. NHS Long Term Plan
4.7 NHS right to choose
Patients will soon be able to see (via the NHS app) secondary care services and waiting times and choose which service they want to be referred to. Patients can already exercise their right to choose and tends to be mainly for services like Mental Health and ADHD assessments where there are very long waits. This move may help standardise care across providers. Your choices in the NHS – NHS
4.8 COVID/Flu Spring 2025 – HCL provided COVID and Flu vaccines for Central London housebound patients. MHC gathered consent from patients and referred the patients across (first practice to do so) and most were vaccinated; but we did get some patients chasing vaccines as theirs seemed delayed, which MHC raised with HCL. After the end of the campaign HCL circulated a duty of candour update that due to demand/pressure on the service and lack of oversight they had failed to vaccinate all patients. 11 MHC patients who had been referred were left unvaccinated. HCL had reported the incident and their Health and Quality Board will review for lessons learnt. They are contacting all patients to apologise and MHC have asked for a review of all patients so we can be assured there was no clinical adverse incident. It was also asked that these patients are offered an earlier vaccine than expected in the Winter campaign.
4.9. Zero Tolerance
JC gave an update on the patient who was removed by MHC from their register for threatening staff, continual verbal abuse and for bringing weapons (razor blades) into consultations despite several warnings. PT complained and a review was undertaken by an NHS Review Panel who found in favour of MHC. MHC had referred the patient to a special allocations practice where patients receive care by telephone and if a patient needs to be seen they are seen in a secure setting with specialist security staff/measures. One PPG member had raised a concern about the patient being removed from MHC in an earlier meeting and JC said the safety of her staff and other patients attending the surgery are her priority. PPG agreed.
Discussion about 2 recent incidents
- where a patients made a complaint that a staff member had been rude and called for her to be sacked. On investigation it was found that the patient had been aggressive and rude, the receptionist professional and the patients did acknowledge and apologise which MHC really appreciated.
- A patient recent spoke to a staff member who was wearing a hijab. The patient was rude and offensive, complained that she should wear western clothes and immigrants should not be coming into the UK and pose a risk. He was nasty and derogative and JC said she could not tolerate this behaviour towards her staff. PPG agreed. JC said patients can receive a warning of expected behaviour going forward but if it continues then MHC may consider removal. PPG pleased that MHC do not immediately remove and give patients a chance to moderate behaviour but did feel that at some stage MHC may need to accept relationship has broken down and deregister. JC said this only happened post team discussion at MHC.
5. Primary Care Network Stakeholders
5.1 Health Watch
Nil to update BH not at meeting so no update
5.2 HCL meeting-Improving engagement and local care priorities which JM attended. The review and discussion was in the main related to PATCH’s and Family and Friends. JC said the medica screens at MHC do run updates regularly on PATCHs and other services for patients.
6. Event programme
6.1 IT Sessions
Drop-in IT sessions were still available and staff have been super flexible with timings. The events now also cover Chart (UCLH) Patient knows Best (Imperial) The NHS app and Systmonline
6.3 Patient Education Event
Events on the 12th July about prostrate and men’s health was only attended by 2 patients (50 had been invited by email) It had been advertised in the Newsletters given out, posters on website and on main door of surgery and in waiting room. We targeted patients we know like the host GP as well as to patients attending with concerns regarding the topic discussed.
.
12 Patients in total attended Gill’s tea and a chat event including 2 PPG members. A couple of patients arrived late so we ran 2 sessions! Everyone who attended enjoyed the chat and company and staff attending enjoyed getting to meet patients over tea and Gill’s chocolate cake.
The Church provide a Dementia café every week which we advertise. Bushra is the carers lead and currently reviewing all carers to make sure we have up to date contact details.
Dr Drew’s event for young women will now run in Sept 25.
Planned
September -Younger Women’s Health: Periods, Sexual Health, HPV, Cervical Screening – Dr Lisa Drew
September – Vaccinations and keeping well in Winter – Nurse Team led by Nurse Kelly Hunt
October – Mental Wellbeing – Dr Emma Coore
7. AOB
7.1 Newsletters
PPG suggested August /early Sept a good date for the next Newsletter. YT suggested a ‘preventive life cycle’ article about all the preventative care/treatments/tests patients can have for awareness starting with childhood imms/adults imms such as MMR and measles update, introduction to the care navigators. SF asked re measles and MMR at the surgery and how campaign was going. JC to share MMR information with SF. YT and SF offered to proof read.
Action JC
7.2 Students– JM said it may be useful to contact the student union at UoW and work with them on health promotion activities. JC confirmed we do provide support at Regents Uni events. Action JC
7.3 PT complaint – PT sent 2 did not attend (DNA) letters in error. PT had missed the appointment and said she had been unable to cancel for a number of reasons and should have received only one letter. JC provided all the information on how to cancel in future and apologised for sending 2 fail to attend letters. PT said letter was too formal and suggested frequent DNA’ers being advised we reserve the right to remove from registers inappropriate. PT was concerned about vulnerable patients. PPG and patient were reminded we don’t send to Pts on MH registers, vulnerable, dementia etc.
PPG discussed the fall in DNA rates since MHC introduced the strong wording in the letter and thought it should remain with assurance we do not send inappropriately and not twice for one DNA.
7.4 Flu vaccine programme this year starts 1st Oct. RSVs being given to those due in August pre the COVID and Flu campaign. Children and pregnant women campaign for flu starts Sept.
7.5 Lung Screening-for smoking patients who have been coded as being invited for smoking cessation/smoking health promotion advice- excellent programme to identify early lung cancers
7.6 Chair reminded us to take part in the ICB PPG survey
Future meeting dates 2025
1 September, 13th October, 24th November
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.uk
‘Working in partnership to achieve the best possible healthcare for our patients’
Glossary;
- CCG – Clinical Commissioning Group (Commissioners of secondary care and some primary care)
- CHWEE– Community Health & Wellbeing Worker
- CLH – Central London Healthcare (GP Federation)
- CLCH – Central London Community Healthcare (Community Services ie District Nurses)
- CN –care Navigator- role at MHC of non-clinician trained to support high clinical risk patients on discharge/support and liaison with other organisations such as social services
- DNA- Did not attend (appointments made which patients then fail to attend for.)
- GDPR-General data protection regulations
- GMS –General Medical Services (generic practice type of NHS contract)
- HCA – Health Care Assistant
- HCL Healthcare Central London- GP federation MHC belong to
- ICB Integrated Care Board (local NHS commissioners)
- MDT-Multi-disciplinary teams (often used to describe meetings)
- MHC – Marylebone Health Centre
- NAPC-National Association of Primary Care
- NHSE – NHS England (Manage the whole NHS in England)
- OTC- Over the counter medication which can be brought without a prescription
- PCN- Primary Care Network- group of local practices working collaboratively
- PMS-Personal Medical Services (a practice type of NHS contract individually agreed)
- PPG – Patient Partnership Group
- SP Social Prescriber- role to support and signpost patients to appropriate services and support-such as housing and befriending/exercise
- WE&M- West End and Marylebone PCN-PCN MHC belong to