About the Patient Participation Group

 

The Patient Participation Group meets regularly to:

  • Help us plan services for patients
  • Give views on our developments so far
  • Direct our aims for the coming year

If you would like to be a member of our patient participation group, it would be helpful if you could complete the Patient Participation Group Application form.

SIGN UP TO THE PATIENT PARTICIPATION GROUP (PPG)

 

Patient Participation Group Meeting Minutes

Wednesday 25 June 2025 | 5pm to 6pm

Present Practice Staff:

  • Dr George Verghese (GP partner)
  • Rona Sian (practice manager)
  • Ed Galea (Reception Supervisor)

BZ, DC, RW, MG, DA, PC, MS, AM, AK, OO

  • Meeting Introduction: George introduced the meeting, shared the agenda, and explained the process for redacting sensitive information from the meeting minutes.
    • Agenda Overview: George shared the agenda, which included welcoming introductions, new staff and leavers, premises update, neighbourhood working, co-production with the patient participation group, and any other business. He mentioned the meeting would last an hour, with the main topics covered in the first 25 minutes.
    • Redacting Sensitive Information: George explained the process for redacting sensitive information from the meeting minutes. He assured participants that their names would not be included in the public minutes, only initials, and any content they wished to keep private could be redacted if they informed the team within a week.
 

AgendaUpdate on actions from last PPG meeting 

  • George discussed the key points raised in February’s PPG meeting and the actions which have now been acted on.  
    • This included PSA team being candid about which clinician they would be seeing ie. Physician Assistant, or advanced nurse practitioner. 
    • Website has been updated with descriptions of each member of the clinical team and what their role means. 
    • Website also now informs patients of each clinicians’ working days so patients know which day to call to get an appointment with one of them. 
    • Physician Assistants and other allied health professionals clearly introduce their roles to patients during appointments. 
    • Addressed issue of communication – push notifications to keep patients informed about important updates and meetings, this is still a work in progress. 
 

New Staff and Leavers

  • George and Ed discussed the recent staff changes, including the departure of several receptionists and the addition of new care coordinators and a nurse.
    • Departing Staff: George mentioned the departure of receptionists Vanessa, Shaneil, and Collins.  Additionally, Christopher East, a long-term receptionist and care coordinator, is leaving to join the police force.
    • New Staff: George introduced new clinical staff, including nurse Allison Ewan, who joined to replace Tosin. Allison is experienced and a local resident. Additionally, Andrea was hired to improve cervical smear screening rates.
    • New PSAs:  Ed discussed new PSA team members Alexis, Fatima and Tracy. 
    • New Care Coordinators: Ed discussed the addition of new care coordinators, including Felicia Cunningham, Mohammed (who transitioned from receptionist to care coordinator), and Anwar, who will start next week. These roles are crucial for managing administrative tasks and coordinating care for vulnerable patients.
 

Premises Update

  • George provided an update on the premises situation, explaining the disappointment with the failed acquisition of the Christian Aid building and the plans for Waterloo Health Centre to continue operating from its current modular building.
    • Failed Acquisition: George explained that the acquisition of the Christian Aid building fell through as the owner accepted a better offer that did not include a health centre. This was the second time negotiations with Christian Aid failed, causing significant disappointment.
    • Current Premises: Waterloo Health Centre will continue operating from its current modular building on Lower Marsh. The building, although temporary, is high-spec and functional, meeting modern standards for cleanliness and infection control.
    • Future Plans: George mentioned ongoing efforts to secure a permanent site, with weekly meetings with the ICB. Potential future developments include partnering with the Royal St development and other local projects, aiming for a new premises within five years.
    • Soundproofing Concerns: PC raised concerns about the lack of soundproofing in consultation rooms, which affects patients with hearing difficulties. George acknowledged the issue and committed to discussing potential solutions with the estates team.
 

Neighbourhood Working

  • George discussed the importance of neighbourhood working and the collaboration with Guys and Saint Thomas's to deliver more integrated care in the community.
    • Neighbourhood Teams: George explained the concept of neighbourhood working, where care is delivered closer to patients' homes. Lambeth is divided into five neighbourhoods, with the practice part of the North and Stockwell neighbourhood. This approach aims to integrate services across general practice, community nursing, mental health, and other providers.
    • Collaboration with Guys and Saint Thomas's: The practice is working closely with Guys and Saint Thomas's to share staff and resources. An example is the first contact physiotherapist employed by Guys and Saint Thomas's, who now works at the practice, reducing wait times for patients.
    • Future Integration: George highlighted the goal of acting as one team around the patient, involving various stakeholders, including the charity sector and local authorities. This integrated approach aims to provide more cohesive and efficient care.
 

Elders Directory

  • DA shared information about the Elders Directory project, which aims to provide a comprehensive resource for older residents in the area, and invited participants to a meeting to discuss the contents.
    • Project Overview: DA described the Elders Directory as a one-stop resource for older residents, covering topics such as health, practical support, community activities, and financial assistance. The project is funded by local residents' associations and a private donor.
    • Upcoming Meeting: DA invited participants to a meeting on 2nd July at Coin St Neighbourhood Centre to review the directory's contents and provide feedback. The goal is to publish the directory by November 2025.
 

Access and Communication

  • Participants raised concerns about access and communication, including the need for soundproofing in consultation rooms and better communication about available services.
    • Soundproofing Issues: PC highlighted the need for soundproofing in consultation rooms to assist patients with hearing difficulties. George acknowledged the issue and committed to discussing potential solutions with the estates team.
    • Communication Improvements: BZ emphasized the importance of clear communication about available services, such as the bookable ground-floor consultation room for patients who cannot use stairs. George agreed to improve communication through the website and waiting room screens.
    • Phone Communication: MS raised concerns about the difficulty of returning missed calls from the surgery and the inefficiency of phone communication. George explained the current process and acknowledged the need for improvements, including the potential use of asynchronous communication methods.
 

Audiology Services

  • DC highlighted the need for clarity in accessing audiology services and the potential issues with private providers upselling expensive hearing aids.
    • Accessing Services: DC shared his experience of being referred to a private provider for audiology services, where he received a sales pitch for expensive hearing aids. He emphasized the need for clear guidance on accessing NHS audiology services to avoid such situations.
    • Alternative Providers: David mentioned discovering an NHS audiology service in Clapham that provided a satisfactory experience. George requested more information about this provider to share with the practice team and improve patient referrals.

Follow-up tasks:

  • Soundproofing Consultation Rooms: Consult with the estates team about the feasibility and requirements for soundproofing consultation rooms to improve acoustics. (George)
  • Update: Raised with Lambeth ICB Primary care estates team 26.6.25 and they have raised with the contractor of the building. Admitted that currently standard meeting specifications as outlined in the build that immediate mitigations may not be possible without considerable expenditure
  • Communication of Special Requirements: Update the website and check-in screen to inform patients about the availability of bookable rooms and reasonable adjustments for those with special requirements. (Ed)
  • Audiology Service Information: Share information about the audiology service provider mentioned by DC with the clinical team to ensure patients are aware of their options. (George)
  • Elders Directory Meeting: Include details of the Elders Directory meeting on the website and in the meeting minutes to inform patients and encourage participation. (George)
  • Update: unfortunately meeting minutes were produced too late to feature advertising to the meeting 
  • Next PPG meeting: Schedule next patient participation Group meeting which will take place in 4 months which the whole population base will be invited to attend.