1. Welcome and Introductions

Meeting opened with introductions.

2. Patient Feedback

• Comments book: All entries currently positive. Online feedback: Predominantly positive. One negative online comment noted. Google reviews current rating is 4.2 stars. Practice aiming to reach 4.3 stars (would become highest-rated in area). Family and Friends feedback yielded little.
• Action: Amend wording of comments book notice to invite "constructive comments" rather than imply only positive feedback looked for.
• Action: Respond to feedback, particularly addressing negative reviews constructively.

3. Letter to the Press

Proposal considered to write a letter highlighting positive patient experiences at the GP practice and local hospitals. Discussed including a caveat that experiences are not universal / not applicable to all patients.

Action: Draft and finalise wording to be agreed.

4. Staffing Updates

Practice Manager post advertised (NB vacancy also advertised at Keats). Sapna joined last week as an Interim Practice Manager and will commence 3 days per week from next week. Two new partners appointed wef from April and already contributing actively.

High staff retention overall; many long-serving employees, including staff working beyond retirement age. Recent / forthcoming changes: Kat has left; Gill (receptionist) due to retire shortly. Exit interviews conducted where possible (recognised as useful for learning). Two GPs on maternity leave not returning.

5. Premises Update

There was discussion about the lease for Fleet Road where the current lease expires in May. Negotiations are continuing at this stage including about length of further lease and about funding of the rent, but there were as yet no particular concerns, not least given the assurances about security of tenure which had been given by the Royal Free. PPG offered support to the practice if it was required.

Roy Shaw Centre. The partners reported that progress on being able to utilise the Centre was very slow, in part because of the numbers of parties involved which include Camden Council, the Royal Free and the Integrated Care Board.. HGP is trying to resolve the issues but that needs funding and investment. Previous plans for the practice included utilising rooms there. However a number of practical issues have been identified including heating, plumbing, security and complicated asbestos identification. There are no sinks installed, with mobile units in place instead. One quoted cost was £50,000 per room!

Future funding for Roy Shaw is uncertain; funding will be likely prioritised for more deprived areas. The merger of NCL / NWL ICBs adds further uncertainty. The PPG offered support but nothing to be done at this stage.

7. Neighbourhoods Model

Under the new model, care will be provided based on “Neighbourhoods” defined by the geography of residents. The neighbourhood approach aims to integrate health (including primary care and social care teams) for more efficient, joined-up working.

HGP is itself located in the North Neighbourhood but the majority of patients reside in East Neighbourhoods. Further government guidance on neighbourhoods is awaited. Future funding is expected to flow increasingly through Neighbourhood arrangements.

The practice want funding to be more aligned with our patients, but are awaiting for guidance about their formation and funding arrangements, which is still not forthcoming from central government. Populations vary greatly across geographical neighbourhoods and there is discussion about the possibility of mergers. Neighbourhood service funding needs to get the geography right. PPG has offered support to the practice in reaching the key decision makers.

ICB restructuring: Multiple restructures have taken place since 2020 and the latest one is the fourth; cuts in staffing are required and amalgamation of ICBs is underway. GP Provider Alliance (GPPA) becoming a legal entity to take on additional functions. Impacts of the cuts were discussed including IT, financial pressures and dilution of local knowledge/experience.

The PPG is considering writing again to our MPs. The practice feels this should be done because we need to to protect funding. It is not possible to keep squeezing if we are being asked to do more for less money. In real terms, demand is rising, funding is reducing which is resulting in difficulties recruiting to meet practice needs.

Action: PPG to draft and send a letter to MPs and ICB seeking clarification on the impact of changes on primary care services.

9. Winter Pressures Funding

Limited additional funding has been received; HGP has allocated 6 extra sessions (restricted to patients over 75 and children; face-to-face only) for this winter period. [ie] 3 full days of a GP

10. Consultant Connect / Response Times

The aim is to provide quality feedback to practices, which is improved via Consultant Connect. There are payment incentives linked to response times.

11. Safety Alerts

Blood tests at Royal Free Hospital: Inconsistent wait times reported (same day to 3 weeks). This is a known system issue; RFH states service meets national standards. Same-day/urgent bloods remain possible. Quality/safety alerts can still be submitted for ICB review.

12. Educational Webinars

Recent sessions have been well received. Next webinars scheduled on cholesterol and use of the NHS App; to be advertised via practice newsletter (newsletter itself received positive feedback and PPG are keen to continue supporting its production and distribution). It was noted that, while it would be desirable to consider offering webinars during the day, there are practical obstacles to this,

Suggestions for future topics:

• • Maggie’s Centre
  • Age UK Camden (focus on social prescribing and care navigators)

14. Complaints

There has been an increase in number of complaints, generally reflecting widert dissatisfaction with public services. Few complaints currently provide meaningful reflective/learning opportunities.

15. NWL Patient Forum Presentation

There was an impressive presentation on youth mental health. Question raised included whether recommendations are being implemented in practice. There is a high prevalence of mental health presentations in Camden, including ADHD and ASD (neurodivergence).

Action: To be followed up at next forum meeting and details from previous presentation to be shared with HGP.

16. Other

It was agreed that the notice boards were now much clearer and information more accessible. PPG expressed appreciation for recent investment in children’s services.