The PPG welcomed three prospective new committee members at this meeting, so the session focused on introductions, an overview of the PPG's role, and an open discussion with Modality Mid Sussex.

Key discussion points:

• Practice history: Patients have asked for more clarity on the history of Modality Mid Sussex. The PPG is working on a clearer explanation to share in future.
• Digital support: A committee member is training to become a Digital Champion, to help patients use digital tools to access healthcare.
• Practice roles: The PPG is seeking more detail on the different non-clinical roles within the practice, to help patients understand who does what.
• Complaints: Complaints made in person, by phone, email or online are first handled by frontline staff, and escalated to senior management if needed — allowing issues to be resolved as quickly as possible. The practice noted that raising concerns directly with a GP isn't always the quickest route to resolution, as complex complaints need the right expertise and a proper, transparent investigation. Similarly, staff can receive very high volumes of email each day, so a formal complaints process — rather than relying on individual emails — helps ensure nothing is missed and that every patient's concern is properly addressed.
• Appointments: If demand exceeds capacity, patients may be directed to the Urgent Treatment Centre in Crawley. Appointments are offered on a soonest-available basis; patients wanting a specific location can choose to wait for the next available slot there instead.

We thank everyone who attended, and welcome our new committee members.