London IUC Patient and Public Involvement & Engagement (PPIE)
Latest news and events
Highlighting winter pressures across South West London
A collaborative story with NHS South West London has highlighted how our NHS 111 teams helped manage rising winter pressures—supporting over 36,000 callers in December 2024 alone. With faster response times, more clinical assessments, and wider use of local services like GP hubs, urgent community response and Pharmacy First, the feature showcases how we’re keeping patients safely out of hospital where appropriate.
Huge thanks to all our colleagues who contributed their words and insights, and to Elizabeth Thompson, Content, Campaigns and Engagement Manager – NHS South West London Integrated Care System for involving us in this important piece. It’s a real testament to the dedication and impact of our teams.
Read the Q&A interview with NHS 111 advisors.
Practice Plus Group recently participated in “Accessing healthcare – changes and how to manage your health”
Practice Plus Group recently participated in “Accessing healthcare – changes and how to manage your health” at the Healthwatch Assembly in Wandsworth. The Assembly allowed for conversations around the subject of Accessing Care – changes and how to manage your health which has been a frequent and important topic of discussion Healthwatch Wandsworth have had with residents over the last year. It was a fantastic opportunity to connect with the community, provide essential support with local partners, and gather valuable feedback on our 111 and OOH services.
Practice Plus Group engagement with local Harrow residents
Practice Plus Group recently participated in “Cuppa with a Copper” at the Conversation Café in West Harrow! It was a fantastic opportunity to connect with the community, provide essential support with local partners, and gather valuable feedback on our 111 and OOH services.
‘Cuppa with a Copper’ continues at Conversation Café in West Harrow – Harrow Online
New out-of-hours postcards for patients
You said it…we did it!
When it comes to our out-of-hours (OOH) services, the most regular concern we receive from patients is that they did not know or could not recall the name of the clinician they saw at our out-of-hours primary care sites.
To counteract this, Practice Plus Group have created out-of-hours postcards! These include the name of the clinician as well as access to Practice Plus Group’s London out-of-hours patient satisfaction questionnaire.
OOH patient feedback survey postcard
Join the London North West Hospital (LNWH) Trust Patient Information Leaflet Reader Group
If you would like to take part in shaping new information leaflets for the London North West Hospital (LNWH) Trust, why not join their Patient Information Leaflet Reader Group. You can do so by contacting the LNWH Patient Experience Team:
- by email: lnwh-tr.patientexperience@nhs.net
- or tel: 020 8869 3638
LNWH supports more than one million people in north west London and beyond from three hospitals sites: Central Middlesex in Brent, Ealing Hospital in Ealing and Northwick Park in Harrow.
Empowering communities with NHS 111
Dalvinder Jammu, Patient Engagement and Stakeholder Lead for Integrated Urgent Care in London, has started a series of holistic patient education workshops. Their aim is to improve awareness and confidence in using NHS 111, especially among disadvantaged and underrepresented communities.
Recently, he held a session for the Older Hong Kong community in Sutton, delivered with a Cantonese translator and other translated materials.
Before the workshop, many of the attendees weren’t aware that NHS 111 offers GP support, home visits, pharmacy services and much more. However, following the session:
- 100% of attendees now feel they better understand NHS 111
- 100% are more likely to use NHS 111 for urgent health concerns
- 92% believe NHS 111 can provide the right support when needed
A huge step to improving access to healthcare for all!
Practice Plus Group launches new ‘Easy-Read Patient Satisfaction Questionnaire’
To ensure all types of patient groups can offer feedback on our IUC services, Practice Plus Group has launched a new ‘Easy-Read’ Patient Satisfaction Questionnaire. This makes it easier for patients with learning disabilities, reading or writing issues, or those with English as their Second Language to provide us with feedback on our services.
The Easy-Read Questionnaire was designed with active feedback from locality commissioners, system partners, engagement leads, patient engagement/advisory groups, patient and carer groups, and learning disability leads.
The Easy-Read Patient Satisfaction Questionnaire can be downloaded here:
NHS111 feedback form Easy Read
Practice Plus Group launches new Patient Satisfaction Questionnaire
Improving the experience of each individual patient is at the heart of what Practice Plus Group stands for. To do this, obtaining feedback from patients and carers and taking into account their views and priorities are vital for us to deliver high-quality services and drive service improvements.
Following the introduction of the NHS 111 Integrated Urgent Care Patient Experience Survey specification April 2022 and incorporating guidance from the Care Quality Commission on patient feedback as well as existing learning from delivery/analysis of Patient Satisfaction Questionnaires; Practice Plus Group has updated its current patient questionnaire to a more comprehensive tool for evaluating the quality of our services and implementing service improvement.
This new patient questionnaire has been formulated with active feedback from locality commissioners, system partners, engagement leads, patient engagement and advisory groups, patient and carer groups, and learning disability leads. The online version features Google translate and an accessibility plugin to make content more accessible for people with impairments or disabilities.
Practice Plus Group’s new Patient Satisfaction Questionnaire will be used across London by all Integrated Urgent Care providers.
If you have used Practice Plus Group 111 services recently you can complete our Patient Satisfaction Questionnaire here.
You can download a copy of the new Patient Satisfaction Questionnaire here.