Date: April 2026

Attendees: Eddie Vermeer (Chair), Norman Webster, Frankie, Paul, Michael, Judith, Elinor Flatman (Modality Mid Sussex)

Welcome & Group Identity

The group continues to represent patients across the practice. Members discussed ways to ensure the group is clearly understood by all patients, including exploring how to communicate the PPG's role in plain, accessible language while maintaining national recognition of the Patient Participation Group name.

Patient Communications

Modality Mid Sussex will soon launch a WhatsApp channel for patient communications, providing information and updates in a new way that's accessible to patients who prefer this platform.

The group emphasised the importance of clear, jargon-free language in all patient-facing communications. Messages should be practical, focused on what patients need to do (such as booking systems), and accessible to patients of all ages and digital confidence levels.

A patient experience survey regarding recent changes to the digital triage system is being finalised and will be sent out over the next 10 days, with results expected by 29th April. The survey's introductory section provides clear context to help patients understand the changes being made.

Digital Triage System – Moving to Clinic

The practice is switching from Rapid Health to a new digital triage system called Clinic. This change will give the practice much greater flexibility to customise how patients access care.

Key improvements in Clinic:

• Customisable patient pathways — the practice can design symptom selection tiles and direct patients to the right services, including external providers

• Self-referral options — patients can refer themselves directly to certain services without always needing GP involvement

• Two-way messaging — patients can reply to messages from the practice, making communication easier

• Pharmacy first appointments — eligible patients can book online pharmacy appointments for certain conditions within 15 minutes, without involving the practice

• User-friendly interface — patients select symptoms using a body map and clear visual tiles rather than typing descriptions

• Rapid responsiveness — the Clinic system can be updated within 48 hours, allowing the practice to refine and improve patient pathways quickly

Testing & Feedback

The practice is inviting patients and PPG members to test the new Clinic system and provide feedback on usability before the mid-July launch. A mapping workshop is scheduled for 29th April at Crawley Down for those interested in helping shape how the system works. All wording, prompts, and instructions will be written by the practice in clear, plain English to help patients provide useful information and get the right care.

Community Initiatives & Digital Support

Age UK Partnership

Modality Mid Sussex continues to support the Age UK digital support course, which has been highly beneficial for participants. The organisation is exploring opportunities to expand the course to other areas and expand partnership working.

Digital Champions

The PPG welcomes community volunteers becoming digital champions to help support patients with technology. Members can undertake training and vetting to support this role.

Public Health Events

The group is working to improve the organisation and promotion of community health events to increase attendance and ensure better signposting of what's available locally.

COVID Vaccine Rollout

COVID vaccine appointments are now available at the practice, prioritising care homes and home visits, with limited slots for other patients.

Integration & Coordination

Members highlighted the importance of better coordination between hospital and GP systems to ensure patients receive seamless care. Currently, some information (such as blood test results) requires manual requests rather than automatic sharing, and patients may receive messages from multiple sources (hospitals, GPs, NHS app) without clear signposting. The PPG continues to raise these concerns with partners to improve the experience for patients.

Practice Engagement

The PPG is working to build ongoing relationships with practice staff. Members discussed creating a timetable of presentations to introduce different roles and functions within the practice, helping patients understand who does what and how to access services.

Structural Changes

The recent merger of the Surrey and Sussex Integrated Care Board may affect some patient group activities and upcoming sessions. The PPG remains engaged with local health system changes and will keep patients informed.

Next Steps

• Patient experience survey on digital triage launches this month

• Clinic system mapping workshop — 29th April, Crawley Down

• Clinic digital triage system launches mid-July

• Next face-to-face PPG meeting scheduled for Burgess Hill

Get Involved

The PPG welcomes new members from across the practice catchment area, including Burgess Hill. If you're interested in joining or supporting patient representation, please contact the practice or visit the PPG website.

The PPG meets regularly to represent patient interests and work collaboratively with the practice to improve patient experience and care. All patients are encouraged to participate.