Welcome– KH – 5 mins – new members

· Introductions and any conflicts of interest – KH – 5 mins

· Actions/minutes/sub groups last meeting – KH -10 minutes

· Group project updates – 15 minutes

· Tanya Petherick – Governor Sussex Community Foundation Trust – 30 minutes

· Practice updates – 10 minutes

· Suggested topics for next meeting – 5 mins

Staff present:
Lindsay Coleman-Lead Partner at WellBN
Nina Graham Managing Partner at Charter
Gemma Clayton-Primary Care Network Manager
Kate Heath – PPG volunteer – Patient Chair
Kate Heath opened the meeting welcomed new members, introductions and any conflicts of interest
Dr Ahmad – GP at Trinity and Clinical Director for Goldstone PCN answered a number of questions from the group. To note – these answers were Dr Ahmad’s personal views and thoughts

From Neil

What would be the 3 policies or changes that you would implement straightaway (quick wins) to improve the NHS?
Access to Diagnostics, CT scans and MRI – would like direct access rather than referring to the
hospital, some parts of the country now have this access but not many. Could improve waiting lists and patient experience. Imaging provided by a number of providers on behalf of the NHS not just hospital trusts. Hospitals would argue that GPs don’t necessarily know what type of tests to order.

Quick win and long term win is access to Mental Health – we haven’t got places/services to send
patients – very complex will be in care but there are very complex patients looked after by primary care and numerous consultations and not necessary an outcome – from teenagers right up. Services could include talking therapies/ group/ support therapies that don’t need to be under a psychiatrist.

Hospital secretaries – access to talk to someone at the hospital – e.g talk to consultants/find our
results – GPs don’t have hot line/access. Improve communications with hospital. Patients then
contact practice

Longer Term – work force my view never heard of a workforce plan – main issue – retention is the
issue not the actual recruitment. E.g start at medical school and then 7/8 years later junior doctor and don’t maybe want to be one anymore. Issues both a junior or as an experienced doctor no incentive to stay. Not attracting students from abroad and the nursing degree now required and more can be earnt in other careers. Not attracting GPs as have before, overseas graduates
expressing more interest in General Practice – but quite difficult as UK/New Zealand have GP practice model but other countries don’t have the same services. Also working practices for clinicians has changed. GPs not working 5 days a week having portfolio careers and want a work life balance and GPs working lots harder than it was 15/20 years ago – complexities, expectations so much harder. The work has moved from outpatients into general practice and work is more intense.

Different expectations now from hospital and general practice – work pushed into general practice – so now patient has operation and would have gone to outpatients and now directed to GP.

Question was asked re patient behaviour – it is the front staff that get the complaints directly rather than the GPs. There is a disparity between funding – 8/9% primary care of the funding budget – without primary care the rest of NHS would be unsupported.

Question re retention of staff in practice and discussion re numbers of staff in the practices now.
More staff in general practice than ever before and trying to ensure that the roles are mixed so that staff aren’t always on the front reception and can be skilled in other areas but also trying to make the role less stressful.

Question re call back service at WellBN – this is on way – contract work happening. National target that practices measured on, so large programme of work so providers doing in order.
Discussion re patient access – face to face verses phone call. There are benefits of phone access – e.g no parking/travel, short appointment and appointments more likely to be on time – useful for bloods results etc. It could make it easier for some patients. Relies on common sense approach so if patients booking in on phone but actually need face to face can end of taking another appointment as need to see, so need to be careful that patients are seen face to face when they need to be. So have online booking – patients do themselves – e consults then can triage. Only certain amount of appointments that can book into. Practices try and ensure that patients are seen by the same clinician so consistent.

Discussion re general health/ cost of living and life style – examples of what we tackle and then other issues e.g vaping impact in future

Question re services after Covid getting up and running – practices were open during this time, huge impact on waiting list now/out patients impact. Learning from Covid in terms of technology

From Leslie
Assuming we have a majority labour government in the autumn of 2024, what does he expect in terms of changes to GP practices, health and social care within the first five years of the new government?

Wes Streeting ( Shadow secretary of state for Health & Social Care) – not so keen on GP
partnerships. One of his plans is to try to make GP partnerships a thing of the past. Looking at
structure of the partnerships. Changes already happening because newer GPs will become salaried as don’t necessarily want the responsibilities. GPs currently have two roles – clinical/ managing the practice. Costs if run differently e.g. by a hospital will be higher. Discussion re GPs knowing patients if run differently.

How will GP services, health and social services deal with the dramatic change in potential new patients as a result of the exponential number of new apartment blocks that have been created throughout Brighton and Hove?

Yes a concern, infrastructure not considered in terms of new housing and healthcare and how
General Practice will manage. At Trinity rooms already fully utilised so will be difficult with new
buildings.

Neil asked doctor friends what they though re NHS and how they would change things

Short term, IT standard system, Standardised treatment, Reduce NHS remit, Longer term
Retain and recruit, , reverse privatisation, Get right infrastructure, Public health services

Charlotte question
Is Covid and Long Covid is impact still being seen?
Funding to support the care has now all gone. Long Covid service in place. More sickness in
practices. In GP practices have to be responsible so if staff have Covid – work at home/ swap staff
around so not infectious for patients etc.

Actions/minutes/sub groups last meeting in October
Email addresses sent out to Michael and others plus the internet framework
Kate – no progress yet with patient engagement work
Michael – has only seen one written report from Jon Carling – and has seen framework – thanks to
Jon and Leslie also for website feedback. Group fed back that they hadn’t heard from Michael –
agreed we would follow up when Michael at next meeting.
Actions – follow up with Jon re engagement form/ follow up with Jo re Charter website and Digital
Manager link up. SCFT patient group – Kate to link up and invite to the next meeting

Garden project update
Leslie met with Lindsay in October. Worked for 4 mornings for each week in the month of
November. Lots achieved and still need lots of work to improve.
Leslie would like the work to be able to continue without him. Lindsay thanked Leslie – really
fantastic effort to do and has made great progress . Lindsay asked if Leslie in the next year could set up a group and help and teach others. If there is a group with a plan then others would eb very encouraged. Suggestion that the group put up a poster – needs to be the PPG that lead this. Leslie wanted to access and use specialist skills to begin with but to sustain this need others.
Lindsay very happy for posters to go up. Keith volunteered to create a poster and to liaise with Keith re contact details. Leslie would want a commitment by volunteers of a couple of hours a week – mornings and check weather forecast – Leslie would contact volunteers. Equipment – volunteers could bring basic tools /tools can be provided also by Lindsay. Suggested that we share information about the garden with social prescribers / health coaches

Actions –
Gemma to share email addresses with Keith/Mary and Leslie
Keith to design poster
Gemma to share poster with social prescribers and health coaches

Question re practices and access to on line services
Response from Trinity
Data is based on current Trinity List of 24,021
Includes any patients who have any degree of online access, this could be just to book appointments or order medication, all the way up to patients with full coded note access. This includes people who use 3rd party apps to order medication, like the Lloyds online app.

1. Total number of patients who have applied for online access is 14,052 (58%), total number
who have activated it to use it is 12,437 (52%)
2. Total patients who have set up the NHS app are 10, 905 (out of 52% who are active -88%
patients have set up NHS app)
3. Total number of patients with no form of online access is 9, 969 (42%)

Practice updates :
Trinity
Dr Chloe Jagger has started 12 month maternity leave- welcomed her third child, a another
boy, 3 weeks early. Mum and baby doing well. Her leave is being covered by Dr Rob
Coddington who has already been working for Trinity for a number of months. Dr Jo Ratcliff
will be starting her maternity leave from 29th February and will be off until April 2025. Her
leave will be covered by Dr Fiona Bell Ringer who you may already be familiar with, as she
used to work here as a salaried doctor and has done many recent locum shifts for us since
her return from Australia.

WellBN
Successful Advent calendar project – each of the days designed by staff and voluntary groups the
practice works with. Each day had health and wellbeing topic and scene to look at as well as more
information/ website/ QR code. Could be seen inside the practice and in the window.
Phone answering initiative Trigger point 10 – if more than 10 people in phone queue – other staff
help to answer calls idea is to get waiting time down to 12-13 minutes.

Charter
Charter has recently commenced participation in the General Practice Improvement
Programme, the team are looking at how to “support access” through:-
1. Use & Understanding of Demand & Capacity Data
2. Use of Online Consultation Systems
3. Use of Care Navigation
The Programme runs for 13 weeks and is supported by external facilitation by an approved
NHSE consultancy.
Charter is currently trialling automated workflow AI software to improve the turnaround
time for clinical correspondence and non clinical work flow. The trial will last for three
months and will hopefully address recruitment gaps in the administrative team.

Lastly, we have been working through the NHSE national standards for website suppliers
and have identified a new supplier. We will be in contact with PPG members regarding this.
Date for next meeting Thursday 25th April 6-7.30

Welcome– KH – 5 mins – new members

· Introductions and any conflicts of interest – KH – 5 mins

· Dr Nad Ahmad – GP at Trinity and Clinical Director for Goldstone PCN – 45 mins

· Actions/minutes/sub groups last meeting – KH -10 minutes

· Group project updates – 15 minutes

· Practice updates – sent with minutes

· Suggested topics for next meeting – 5 mins

Nina Graham had sent apologies for non attendance, and had asked Gemma
Clayton to feedback to her re any actions for Charter.
The register of attendance by PPG members at the meeting is as follows:
Kate Heath (Chair) Trinity Patient. Leslie Holland (note taker) Charter Patient ,Nagi
Giloda, Neil Henderson.Coreen Sears, Subhash Kar, Nina Patel, John Carling ,Ron
DeWitt, Keith Mason, Mary Mason, Michael Creedy
Agenda
Welcome and brief introduction by Gemma Clayton.
Congratulations to Kate Heath regarding her recent marriage.
Welcome also to new members of the PPG.
Introductions by staff present, and in addition by Kate Heath and Leslie Holland
Kate Heath chaired the remainder of the meeting.
Actions/minutes/subgroups from last meeting in June 2023.
To set up sub committees to review websites/patient information.
Kate Heath had sent out an earlier e-mail, through Gemma Clayton, outlining the
small group required to regularly review practice websites (Trinity, Charter and
WellBN) and feedback to the practices suggestions for improvement. For example
testing of the websites for accessibility, ease of identifying services (sign posting),
including appointment booking. The sub committee will help create a place for the
PPG to have a presence on line.
Amanda Jones updated the group regarding the Trinity website. It uses an NHS
contents list (Useful in audit trail). NHS England dictates the content of website.
It was agreed that websites require simple language, simple fonts and to avoid
acronyms.
ACTION;
Practice managers agreed to feedback to the PPG group the approx. number of
patients who were able to contact the practices using digital tools for a follow up
discussion re digital access if that information was available
The reviewed websites need to emphasise how patients can book appointments and
to order prescriptions.
Leslie Holland had reviewed the Charter Medical Centre website in July 2023 and
had fed-back improvement comment regarding this website to Gemma and Kate.
Gemma had shared this information with Nina Graham at Charter. To date Leslie
has received no communication from Nina.
Leslie also reviewed 6 other PPG websites. 2 of them, i.e. The Brighton and Hove
PPG network and the Links Road surgery were active and useful. The others, e.g.
the Park Crescent Centre; Regency Surgery; St.Peter`s Health Centre and the
Warmdene Surgery were not truly active or useful.
Leslie noted that the Charter, Trinity and WellBN had links to PPG information.
WellBN had the greater information regarding the PPG.
One or two other people in our group had feedback information to Kate Heath, but no
information was shared regarding their findings.
Kate Heath suggested that surgery screens could supply patient information,
however, patient literacy and differences in common language may limit the reach of
this form of communication.
Coreen Sears urged caution in managing patient expectations regarding the website
review.
Neil Henderson expressed some concerns about our PPG reviewing the websites.
His concerns were re duplication of work and using examples of good websites that
were already out there.
The 5 Goldstone surgeries are not a consortium and require different websites.
Project group 1
The initial Website sub committee names are as follows:
Michael Creedy (lead the group)
Coreen Sears ,John Carling, Subhash Kar, Keith Mason, Ron DeWitt, Charlotte Feld
Others within the PPG may choose to join this group who weren’t at the meeting
ACTIONs ;
• The names of the volunteers to be shared with Michael,
• Michael be provided with all the website feedback so that he can share it with
the focus group,
• Michael to provide an outline of how the group will operate
(meetings/communications etc),
• Areas they intend to focus on a timeline (quarterly?) on how they will
feedback progress to the PPG,
• Proposal on how they will engage with the practices IT/web staff to implement
any improvements.
• PPG Webpage – how will it be implemented across the three practices and
kept up to date (it will need a specific owner)
Project group 2
Kate Heath`s second recommended sub committee involved members of the PPG
interacting with patients at clinics, e.g. flu clinics, to promote the PPG and gather
patient feedback either verbally or through simple patients questionnaires regarding
services at the respective practices. The group will agree how often this information
is shared with the practices through the PPG meeting.
Mary Mason had performed this function with a previous PPG group with a good
result achieved with Lindsay Colman at WellBN. Discretion, preparation and
sensitivity were important attributes in this activity.
Amanda) thought it too late in the year for PPG members to engage in flu clinics for
2023 as many patients had already been vaccinated in all practices within the
Goldstone group. Planning towards these begins a year in advance. The clinics are
promoted at the Trinity Centre through differing forms of communication, e.g. in
person, by telephone, by text, on-line, etc. Approx 60 Trinity patients opted to be
vaccinated at a Pharmacy.
Kate Heath asked: how did surgeries monitor the success of vaccination. Data is
monitored and a vaccine order is placed through the practices. When these ordered
vaccines are all consumed the practice feels that the service has satisfied its
patients. More vaccines can be obtained should more patients require this service.
The flu vaccine is at a cost to the practice. The practice is not allowed to charge
patients directly. National government need to address anomalies in vaccine
ordering, i.e. the vaccines ordered are not necessarily used, and therefore the British
taxpayer shares the cost of the system.
GP practices have no influence over external pharmacies, even when the
pharmacies are on the same site as the practice, e.g. Charter and Trinity as they are
separate businesses
GP practices do not vaccinate against Covid .
Kate Heath sought volunteers for the second committee group – patient interaction
group. Ron DeWitt and Coreen Sears expressed an interest in being part of this
group. Others are encouraged to join the group. Kate will lead this group
ACTIONs;
• Mary has offered to provide guidance and support, and Kate to have a go at
putting together a ‘PPG marketing plan’,
• If any future campaigns to be shared in advance with PPG, then I can plan
how we can go about including a PPG representative or two,
• What spaces are available in the practices to advertise the PPG and an
events suggestions box – who should we be inviting to come and speak to
patients about the services on offer.
• As with the other groups, plans to be shared at the next PPG.
Project group 3
Kate Heath`s third recommended subcommittee involved contact from the
“Burwash” garden to request the Goldstone PPG to assist in “tidying” up the practice
garden. Kate thought this a good opportunity to promote the PPG group and for the
sub committee to bond during this activity.
Leslie Holland agreed to lead on this. Gemma to share details with Leslie on who to
contact. Leslie would contact the Burwash member of staff to arrange a meeting at
the location and assess the help required. Leslie would also be grateful to receive
information from Lindsay Coleman as to a budget allocation for the garden
maintenance.
Following the Burwash meeting Leslie would feedback to Kate Heath and Gemma as
to the meeting outcome and the possible need to recruit further volunteers from
within the Goldstone PPG.
ACTIONs ;
• Leslie’s outline plan to be shared with the PPG and a request for volunteers.
• A summary of the plan
o A 7m x 5m space that was landscaped, and plants were added in
2022 but has since become overgrown,
o Access to the garden is through the surgery. The surgery needs to be
notified in advance when volunteers intend to come and work on the
garden,
o There is no formal budget available but the costs for removing garden
rubbish will be met by the surgery,
o There are some basic tools, volunteers should also bring their own,
o Lesley will begin some work this winter, a larger group of volunteers
will be required from the beginning of March onwards for a few hours
a week.
This is a great project to help those who would benefit from being out and about a bit
as part of their care or rehabilitation. It would be good if WellBN could engage with
groups to let them know our activity. Those groups could then engage with the PPG if
they have people who would benefit from volunteering.
Further Q&A`s from the meeting.
Neil Henderson asked how many GP`s were active at each surgery and how many
patients were allocated to a GP. Amanda from the Trinity said that 16 GP`s were
registered with the Trinity, and she thought that the Charter had a similar number.
The WellBN practice had less than 16 GP`s.
Nina Patel shared her recent experience at the Trinity practice. There was an issue
with a staff member not introducing themselves to Nina during a conversation and
the clinical role that they had. It was agreed that Amanda would address this matter
with the surgery.
Practice updates
Amanda Jones reported that the newly installed patient ring-back service (since 7th
July 2023) had performed well and had received good feedback from patients.
The Trinity continued to experience admin. recruitment difficulties.
Amanda is happy to discuss the CQC (Care Quality Commission) at future meetings.
Lindsay Colman had received positive feedback from the recent CQC (Care Quality
Commission) inspection at WellBN
No report received from Nina Graham as Nina is on annual leave. Gemma
informed us that Nina would prefer to feedback in person at the next meeting.
Update on the Healthwatch meeting from Kate Heath. Kate has not received any
information from the organisation.
GP contracts in place until 2024.
A question from Ron DeWitt to the practice managers. Could the Goldstone GP
practices manage contractual obligations differently from one another. Amanda
(Trinity) responded saying that there would need to be PCN group agreement.
ACTION;
A note taker is needed for the next PPG meeting in January 2024. Please feedback
to Gemma/Kate if you are interested in this task
Suggested topic for next meeting:
GP perspective on how the service has changed in recent years, i.e. NHS England
perspective. To invite a GP to the next meeting
The next Goldstone PPG will be 25th January at Trinity Medical Centre 6.00-7.30

Welcome– GC – 5 mins

· Introductions – KH – 10 mins

· Actions/minutes/sub groups last meeting – KH -30 minutes

· Practice updates – Practice Managers- 15 mins

· Update on Healthwatch meeting – KH – 5 mins

· Suggested topics for next meeting – 5 mins

· Agreement re email addresses

Time: 6.00pm – 7.30pm
Location: Trinity Medical Centre/ MSTeams
For those new to the meeting – Goldstone Patient participation group is made up of three practices – Charter Medical Centre, Trinity Medical Centre and WellBN (Brunswick site, Benfield Valley Healthcare hub site and Burwash site).
The practice representatives are;
Lindsay Coleman – Lead Partner at WellBN
Nina Graham – Managing Partner at Charter Medical Centre
Amanda Jones – Practice Manager at Trinity Medical Centre
Gemma Clayton Primary care Network Manager
Chair – Kate Heath and note taker Nicola Thomas – both Trinity patients
The Handbook and Terms of Reference have been sent out and printed copies shared at the initial meeting and this can be shared again.
Key points from the handbook

Aims and Objectives
To give patients and practice staff the opportunity to meet and discuss topics of mutual
interest.
To provide a means for patients to make suggestions about the healthcare services they receive.
To contribute feedback to the practice and explore, propose and monitor improvements,
developments and change.
To support health awareness and patient education.

What can a PPG do?
Discuss constructive suggestions for improving the practice, and share concerns that could
affect the wider practice population.
Organise health focused events with the practice, i.e. healthy eating awareness as an information
event for all practice patients to attend.
Create a patient survey with practice staff, to get feedback about the practice from the rest of
the patient population.
Design a newsletter for the practice, to provide regular updates to patients?
Assist the practice in making sure their website is ‘Patient Friendly’?
Engage with the local community, consider fundraising events, and ensure the PPG is
representative.
Invite health and voluntary professionals to PPG meetings, for PPG members to remain informed
and updated about local opportunities for patients.
Work with the Social Prescribing Link Workers and Health & Wellbeing Coaches in order to
promote group activities and local community links

What can a PPG not do?
PPG patient members cannot provide any medical advice to other patients, or deal with
personal/medical issues or individual patient complaints during the meeting. These should be
dealt with outside the meeting following the practices already established procedures.
Whilst all constructive suggestions for improving practice will be taken into consideration, PPG
members are not decision makers or stakeholders

Agenda
• Welcome by the Chair Kate Heath and Gemma Clayton Primary Care Network Manager
• New and existing members of the PPG introduced themselves with a brief background of their lives
and their motivation for wishing to be a member of this PPG.
Actions/minutes from last meeting
• Current GP contract information when available; All 3 practices to share top and bottom feedback
results, such as Friends and Family. It was agreed that the PPG need to understand what patient
issues were in order to help the practices. This information may lead to the beginnings of a PPG
subcommittee group which could “drill down” further into these issues and support service
improvement to the service.
Practice Partner/ Manager Updates
Amanda Jones-Trinity Medical Centre Practice Manager
Amanda discussed work undertaken to enhance the patient telephone system. She hoped that the patient
call back system would be available by the middle of July 23.
Amanda stated that the Practice website had been enhanced, and in her opinion was more user friendly.
She mentioned that unfortunately 2 zero tolerance letters had been issued to patients, however, she was
pleased to state that 14 compliments towards the service had been received in the previous 3 months.
Nina Graham-Charter Medical Centre Managing Partner
Nina discussed improvements made by the new Digital Transformation Manger and the role of the NHS App
as one of the methods by which patients could access services.
Nina mentioned that website enhancement had been ongoing for some months.
She discussed the newly appointed Reception Manager Role (5 weeks in) and this Manager`s involvement
in the phone hub.
Nina discussed the surgery compliments feedback process in the first 3 months of 2023.
Nina mentioned that winter waiting patient times had been prolonged mainly due to staff shortage/illness
Lindsay Coleman – Lead Partner at WellBN
Lindsay discussed the challenges she had faced from the merger of various practices into the current
WellBN. During this period a CQC inspection had sent somewhat critical assessment of the newly merged
WellBN, but a recent CQC assessment had been verbally much more complimentary of the service. Lindsay
awaits the written report and will share it with the PPG once received.
Update on Healthwatch meeting
Kate updated on the meeting which brought together members of the PPGs across Brighton & Hove with
Healthwatch. Healthwatch are developing a report with recommendations from the event for PPGs but
this is not yet available and remains an item for the next PPG meeting.
3
Actions from meeting
Date Action Who Target

Presentation – Social Prescribing
Emma Drew – CEO Robin Hood Foundation spoke about the work the organisation do with the
PCN – presentation included with the notes.
PPG members engaged with the presentation and the key points/concerns put to Emma with
responses were:
• Value and purpose of social prescribing in helping patients address health issues. It isn’t
an alternative to GP services but part of a bigger holistic view of healthcare.
• SP is only for people over 18, what is offered to younger people? Funding request to plug
this gap denied.
• Is SP rationed as a service? A balanced approach to demand is used for delivery of the
service.
• Do SPs work with other groups/signpost to other services? Yes.
• How is a person referred to SP? This can come from various avenues not just GPs
Actions/minutes from last meeting
Discussion re surveys and value and what actions taken and were patients listened to and was
feedback actually used and when changes were made were patients informed.
Nina Graham talked through Friends and Family text with option of free text and responses
received. Charter patient commented that this had happened after appointment and had fed
back. This information is then reported on quarterly at Charter partner meeting. It was asked why
all the practices weren’t doing this way. Each practice in Goldstone PCN uses Friends and Family
text but not the option for free text. Amanda Jones to discuss with Nina Graham.
A question arose re GDPR ( General data protection regulations) and contacting patients –
Amanda Jones explained that patients could be contacted if direct patient care but otherwise
can’t be contacted for things like PPG unless signed up on patient registration forms as classed as
‘direct marketing’.
Date Action Who Target Date Complete
07.12.22 To circulate criteria by which
web developers get on to
the preferred supplier list
Nina Graham End of year attached to
December email
Shared
07.12.22 To provide link to the GPAD
data
Gemma
Clayton
End of year attached to
December email
Shared
07.12.22 Submit feedback to Trinity
Medical re their website and
new requests to go on the
website
Group End of Feb ‘23 Shared and feedback
received
07.12.22 Volunteer expertise, if
available, re questionnaire
design
Group End of Jan ‘23 Discussed at meeting
16.03.23 – practices
using Friends and
Family text messages
07.12.22 Volunteer as survey Guinea
Pigs
Group End of Jan ‘23 n/a as survey work
didn’t happen
07.12.22 Circulate New Patient Pack
from WellBN
Shilpa Patel End of Jan ‘23 n/a pack is staff pack
not patient pack – (
updated after
checking with Shilpa)
07.12.22 Follow up with
Commissioners re updated
“Roles in GP practice leaflet
for Brighton”
Gemma
Clayton
ongoing Completed and
attached to December
email
Practice Managers/Partners to talk through what happening in practices
Amanda Jones, Trinity
• Short trial phase re Accurx to replace econsult system. Short timescales to make a decision re
using this system – information re changes shared with patients via texts and posters in waiting
rooms. Feedback from those in the room was that the new form so much easier to use and
don’t have to fill in as much information.
• Telephony upgrade
This has been delayed by NHSE but hoping to go live May time
• Website
Changes have been made – patient feedback taken into consideration. Patient feedback at the
meeting said website clunky, too many colours, should have tabs at top and that staff groups
not on site. Staff groups in section – about us Our Staff « Trinity Medical Centre
(trinitymedicalcentrehove.co.uk)
• Additional Capacity
Extra remote GP appointments available using GPDQ – not suitable for those that need Face to
face and aimed at new conditions not existing. Patients have been made aware of this new
option
• Reception Desk Screens
How do patients feel if these are taken down? Staff would like that to happen – group very
positive about taking down and agreed would be a good thing to happen
Nina Graham, Charter
1
st April moving to ACCRX patient contact form rather than e consult
• IT Digital Manager recruited to start at Charter and then to work across the PCN practices
• 2 new GPs recruited to and a Reception Manager recruitment process currently happening
• Enhanced access/ services provided 6-8 and at weekends. Currently provided by organisation
called HERE but being brought back to the GP practices to manage from 1st April with support
from all the PCNs in Brighton & Hove and the Brighton & Hove GP Federation.
About Us (brightonandhovefed.co.uk)
• Charter website – feedback given at meeting that social prescribing not on site – social
prescribers mentioned under staff at practice – Our Staff – Charter Medical Centre but not a
specific area
Lindsay Coleman, WellBN –
• Changes to the current GP contract as requested by the meeting chair as item . This was a general
item for discussion which WellBN agreed to discuss in their update slot. Practices were currently
waiting for more information re access to services and what the information means as well as other
updates to the contract. There was some discussion re this item and what information had been
share by the media and what patients in the room had heard. Agreed to bring update to next
meeting when available., WellBN were prepared to discuss it under their update.
• CQC update – LC was asked where the practice was re the CQC. After the initial CQC report the
practice were given actions to follow up on and have now had an interim report which was good
and CQC happy that work had been done. A further visit is due which will include Benfield as newly
merged – waiting for new date. Once CQC completed will be on the WellBN website.

Goldstone PPG Meeting
Notes / Action Log
Date: Wednesday 15th March
Time: 6.00pm – 8.00pm
Location: Trinity Medical Centre and via MS Teams
Location: Trinity Medical Centre/ MSTeams
For those new to the meeting – Goldstone Patient participation group is made up of three practices
Charter Medical Centre, Trinity Medical Centre and WellBN (Brunswick site, Benfield Valley Healthcare hub
site and Burwash site).
The practice representatives are;
Lindsay Coleman – Lead Partner at WellBN
Nina Graham – Managing Partner at Charter Medical Centre
Amanda Jones – Practice Manager at Trinity Medical Centre
Gemma Clayton Primary care Network Manager
Chair – Kate Heath and note taker Nicola Thomas – both Trinity patients
The Handbook and Terms of Reference have been sent out and printed copies shared at the initial meeting
and this can be shared again.
Key points from the handbook
Aims and Objectives
To give patients and practice staff the opportunity to meet and discuss topics of mutual
interest.
To provide a means for patients to make suggestions about the healthcare services they receive.
To contribute feedback to the practice and explore, propose and monitor improvements,
developments and change.
To support health awareness and patient education.
What can a PPG do?
Discuss constructive suggestions for improving the practice, and share concerns that could
affect the wider practice population.
Organise health focused events with the practice, i.e. healthy eating awareness as an information
event for all practice patients to attend.
Create a patient survey with practice staff, to get feedback about the practice from the rest of
the patient population.
Design a newsletter for the practice, to provide regular updates to patients?
Assist the practice in making sure their website is ‘Patient Friendly’?
Engage with the local community, consider fundraising events, and ensure the PPG is
representative.
Invite health and voluntary professionals to PPG meetings, for PPG members to remain informed
and updated about local opportunities for patients.
Work with the Social Prescribing Link Workers and Health & Wellbeing Coaches in order to
promote group activities and local community links
What can a PPG not do?
PPG patient members cannot provide any medical advice to other patients, or deal with
personal/medical issues or individual patient complaints during the meeting. These should be
dealt with outside the meeting following the practices already established procedures.
Whilst all constructive suggestions for improving practice will be taken into consideration, PPG
members are not decision makers or stakeholders