Patient Group

Engaging the involvement of our patients is a very helpful process to ensuring our services are shaped to best meet patients’ needs.

Brixton and Clapham Park Primary Care Network Notes from Patient Group Meeting

Thursday 25th September 2025 at Hetherington Group Practice

Present 

Nicola Kingston, Lucy Ismail, Jenny Cobley, Sasha Fuller, Jennie Parker, Shannon McAree, Gloria Philpott, Joy Wilson, Andrea Gatiss, Christine Holding, Philipa Cardale, Ros Borley.

Apologies

Stacia Bolton Borenstein, Kathy Butcher, Olufunke Ogbede, Terry Parker, Christine Jacobs, Thomas Maher.

1. Welcome / introductions

Nicola welcomed everyone to the meeting and asked everyone to share what they hope to achieve this week.

2. General overview from the surgeries and PCN

• From 1st October all surgeries will be required to have AccuRx open from 8am to 6:30pm. Patients will still be able to phone or attend in person to book an appointment.
• Receptionists will now ask on every phone call what the issue is regarding. This is to ensure they can prioritise and signpost appropriately. This is being backed by the government.
• If you are signposted to the pharmacy for treatment and they cannot help you, for example if you do not fit into the criteria, you can go back to your GP for an appointment.
• We heard from patients who already had a regular appointment booked, that  they couldn’t use Accurx- this is the response from them:

Accurx query

Unable to submit an online consultation when already have a scheduled appointment (for something unrelated). 

Accurx response

Our patient triage system doesn't have a built-in feature that prevents patients from submitting online consultations whn they have existing appointments. The system allows patients to submit medical queries or administrative requests regardless of their appointment status. 

Since multiple patients mentioned this at your PPG meeting it sounds like there might be a technical issue or perhaps they're encountering a different message that's being misinterpreted. Without seeing the exact message it's difficult to pinpoint what's happening.

Could you ask one of your patients to take a screenshot of the message they're seeing next time it appears, or get them to note down the exact wording? 

So please can anyone having this problem please take a photo, or write down exactly what the message says, and let your surgery know, thank you!

3. Integrated neighbourhood team

• The aim is to bring services into the community from hospitals, together with voluntary groups etc.
• 5 neighbourhoods in Lambeth
• Brixton & Clapham Park PCN joining Clapham PCN
• Our Clapham neighbourhood’s focus will be on patients with multiple long-term conditions
• Likely to start April 2026 with small projects.

4. Flu, RSV and covid vaccines

• Pregnant women & children can currently have flu vaccinations in September.
• All other eligible age groups from 1st October. Surgeries are ready to go and should have sent out all invites now.
• Eligible patients can book RSV, Shingles and Pneumococcal vaccines at the GP practice ( Over 65, some health conditions)
• Covid vaccines to be done at the pharmacy ( Over 75 , some health conditions)
• Some local pharmacies also offer home visits (Phillips, Pharmalite & Kingshield).

5. GP patient survey 

Compare practices via the Patient Survey website to add Hetherington and Pavilion.

Unable to compare our Primary Care Neighbourhood against the rest of Lambeth but the vast majority of areas were very positive. The questionnaire was sent out just before or just as the phone systems were changed at Hetherington  and Pavilion, so not a true reflection of current new and improved telephone service.

6. Citizens assembly: October 21st 6.30pm to 8.30pm 

St George’s Catholic Cathedral, Lambeth Road SE1 7HY.

• All are invited !
• The assembly has 3 priorities: housing, migration & living wage/work.
• As a result of recent campaigning we have won several of our aims, for example all those working along South Bank employers are now paid the living wage!
• The Housing & health group has been working with Steve Mowle and patients

AOB:

• Macmillan coffee morning at Clapham Park Group Practice. Friday 26th September 10am to 12pm. They will be showing patients how to examine their breasts and providing cancer support.
• PALS in hospitals: We heard feedback with very positive stories, they can be very helpful. Suggested that Patients are signposted there if having any hospital issues or queries regarding waiting list.

Next meetings

• 20th November via Zoom (a link will be share nearer the time)
• 22nd January via Zoom.
• 19th March in person at Hetherington Group Practice.

All meetings are 2pm to 3pm.