Date: December 2025

Attendees: Eddie Vermeer (Chair), Norman Webster, Michael, Alyson, Caroline, Elinor Flatman (Modality Mid Sussex), Stephanie

Welcome & Administrative Update

The PPG continues to work collaboratively with Modality to represent patient interests and improve patient experience. Recent administrative matters have been approved by the committee.

Strengthening PPG Partnership with the Practice

The PPG has established a new structure for regular engagement with Modality, including mid-point meetings between formal committee sessions and pre-committee agenda alignment meetings. This ensures the group can respond quickly to patient concerns and work together on shared priorities.

Practice Staffing & Access

The practice has experienced significant staff sickness in recent weeks, impacting appointment availability. Up to 200–300 appointments have required rearrangement weekly as the practice works to secure locum cover. This temporary disruption has led to increased patient enquiries and some social media commentary. The practice is actively working to restore normal service and apologises for any inconvenience to patients during this period.

How Appointments Work – Rapid Health Triage Process

The practice uses an online system called Rapid Health to help manage appointment requests fairly and efficiently. Here's how it works:

• Patients submit a form online describing their health concern

• The system may offer an immediate appointment, or the form is reviewed by a GP

• Experienced GPs triage all requests based on clinical urgency (not administrative staff), ensuring qualified clinicians make medical decisions

• Patients receive an appointment or alternative pathway — for example, pharmacy support, urgent treatment centre referral, or self-referral services for appropriate conditions

• Children under 16 are automatically prioritised as urgent

• Appointment links expire after 7 days if not booked, to ensure appointments go to patients who need them

On busy days, the practice processes up to 300 Rapid Health forms, with GPs dedicating significant time to reviewing requests, managing prescriptions, and handling urgent administrative tasks. This high volume demonstrates both the demand for services and the careful clinical oversight applied to every request.

What the Practice Can and Cannot Do

The PPG has worked with the practice to clarify the boundaries of GP responsibilities. GPs are not funded or permitted to:

• Follow up hospital-ordered tests (this is the hospital's responsibility)

• Prescribe certain medications that should be prescribed by consultants

• Make onward referrals on behalf of consultants

Understanding these boundaries helps patients direct requests to the right place and reduces unnecessary delays. The practice is developing clearer guidance to help patients understand what services are available and what should be handled by hospitals or other services.

Consultant Letters & Records Management

Consultant letters are received via various channels, scanned, coded, and reviewed for any action needed from the practice. The practice uses modern tools to manage this process efficiently, ensuring urgent matters are prioritised.

Digital Inclusion – Age UK Partnership

The practice is launching a digital inclusion project in partnership with Age UK, supporting patients who want to develop their digital skills or need help using online health services.

What's Planned:

• Volunteer training — around ten volunteers are being recruited and trained (with DBS checks)

• First sessions — starting 7 January at Turners Hill Park, with sessions planned for Wednesday afternoons

• iPad funding — the practice has applied for funding from the Integrated Care Board to provide iPads in waiting rooms, helping patients access digital services

• Digital champions — developing a pool of trained supporters for ongoing assistance

• Future expansion — exploring opportunities to extend the project to other locations

If you're interested in digital support or would like to volunteer, please contact the practice.

Patient Feedback & Communication

The PPG and practice are working together to improve how we communicate with patients about:

• How the appointment system works

• What the practice can help with (and what hospitals or other services handle)

• Digital tools and support available

• Accessing different types of care

Upcoming Initiatives:

• Radio segments — discussions about how the practice works, to help patients understand services better

• Newsletter articles — sharing information about practice processes and patient pathways

• Patient-facing materials — clear guides explaining how to access different types of care

• Well-being event — a blood pressure check event planned for 26th March

Appointment Attendance

The practice has noticed that some patients who request urgent appointments do not attend. While this sometimes reflects changing circumstances, it does mean other patients miss the opportunity for timely care. If your circumstances change after requesting an appointment, please let the practice know so the slot can be offered to another patient.

Practice Environment

The PPG continues to work with the practice to ensure patient privacy is protected in waiting areas and reception spaces. If you have concerns about confidentiality, please let the practice or the PPG know.

Looking Ahead

The PPG is:

• Building relationships with other patient groups locally to amplify patient voices

• Exploring partnerships with local representatives, Healthwatch, and the Patients Association

• Recruiting new PPG members with diverse skills and experiences

• Developing ways to measure the impact of our work, such as improved staffing, positive feedback, and tangible improvements to services