Information about the temporary relocation of your GP practice 

• Date: 9 October 2024
• Time / Location: 11am to 12pm – in person
• Time / Location: 5.30 to 6.30pm – online

Summary of introduction from St James Medical Practice

• Questions arising

Questions from practice members regarding the interim process until move is completed to final premises.

• The practice confirmed they feel the interim plan is workable and assured patients they can deliver the same level of care as in their current premises. They acknowledge that there will be some confusion for patients, however they are committed to supporting patients throughout.
• The practice confirmed they were initially planning on having clinical support available across two sites, however, have decided to consolidate these into one site to make the transition as easy as possible for patients.
• Representatives from the Integrated Care Board confirmed that the practice has provided an operating model which they do not believe will have any impact on patient care.

• The practice confirmed that it is often not possible for a patient to see the same doctor for every appointment due to the large list size at the practice. The practice confirmed that continuity of care is important, and they will try as much as possible to accommodate requests.
• The practice confirmed they were planning doctor rotas to offer evening and weekend appointments, however, some of this will be carried out through locum GPs.
• The practice confirmed that within the interim arrangements all phone numbers for the practice will remain the same, and the online consultation process will remain the same.
• There will also be reception staff based in both sites to ensure patient experience is optimised.

The practice confirmed they have recently revised the process for telephone appointments to give patients an approximate timeslot – although acknowledged it is hard for this to be specific. The practice confirmed they will take this forward a learning point.

• The practice confirmed they have been provided with some additional funding from the Integrated Care Board, and are submitting a business case to cover all additional costs associated with the move (for example paying for removal companies, admin costs of running across additional sites, parking permits for staff).
• The practice also confirmed they are receiving support from staff at The Firs surgery.
• Staff from The Firs spoke about support they offer to practices ensuring the focus remains on patient care and quality. They spoke about the experience their team have in supporting practices to mobilise within short timescales and are able to share their processes with the St James Medical Centre team to ensure service delivery is not affected. The Firs are currently making sure IT and telephony in place for smooth transition for staff and patients.
• The staff at The Firs will also be providing training to staff at St James Medical Practice to ensure they are fully supported to use any new systems and processes needed.

• The practice confirmed blood tests will be available at Comely Bank clinic, which is about 15 minutes walk away from the current site.

• The practice responded that they are looking at whether blood test forms can be digitised, however this hasn’t yet been possible.
• They confirmed the current plan is for blood test forms to be printed and collected from The Firs.
• Representatives from the Integrated Care Board confirmed that there is an opportunity to look at how blood testing could be done differently, for example in house within The Firs.
• The practice also confirmed that Queens Road Medical Centre (part of the same primary care network) also offer blood testing, which could be available to patients.
• Staff from The Firs confirmed they will work with St James Medical Practice staff to investigate whether or not blood testing can be offered for patients on site at The Firs.
• Representatives from the Integrated Care Board confirmed that the FAQ document would be updated regarding to access to blood testing services.

• The Firs staff confirmed there is some lighting along the pathway, however are having a visit with the ward councillor in October to raise issues of access.
• They are also aiming to have the pathway named in order to help with wayfinding.

• Suggestions from patients included a form on the practice e website for patients to flag any issues, or a physical box in The Firs reception.
• The practice confirmed they would like to set up a patient working group to keep up to date with how changes are affecting patients. They are also planning on setting up a survey for patients 2 months after the move to allow patients to raise any issues.
• Practice members felt this should be in place straight away to allow any issues to be raised.
• The Firs suggested that they have a regular drop in with practice managers where patients can provide feedback.
• St James Medical Practice said they would explore this.

Questions from practice member regarding a lack of communication when initial decision was made to demolish current premises.

• Patients queried why they had found out about move from planning notice outside the surgery.
• The practice confirmed they were awaiting more detail of exact move dates before communicating with patients in order to ensure they had all the right information to provide.

Queries made about length of time taken to fit out the new premises appropriately.

• The practice confirmed that the new building is owned by London Borough of Waltham.
• Forest, and the practice are not responsible for how or when it is fitted out.Representatives from the Integrated Care Board confirmed that whilst the building is owned by London Borough of Waltham Forest, the site needs a leaseholder to act as a landlord for the property. The landlord of the property is then responsible for fitting out the property.
• There has been a delay in finding a leaseholder to take on the lease for the building, however this has now been secured and Health and Care Space Newham will be responsible for ensuring the premises is fitted out. They are now in the process of appointing a provider to carry out the fit out, however there are governance processes associated with this and this can also take some time.
• Representatives from the Integrated Care Board have confirmed they can outline this process and make it publicly available for transparency. This does need to take into account any commercial sensitivities. Suggestion from practice member to include a flow chart which demonstrates the point at which St James Medical Practice leave their current premises and ends with move into Jazz Yard, including which organisation is responsible for each step and the timelines for each process.

• Representatives from the Integrated Care confirmed this would be the responsibility of London Borough of Waltham Forest to enforce. Representatives from the Integrated Care Board have confirmed they will be carrying out a lessons learned exercise.

• The Integrated Care Board representatives stated that the owner of the current premises is a private developer who plan to build flats on the site.
• Comments from a practice member included the potential to keep hold of the current building until it is resolved. Suggestions included to take the proposition to the leader of London Borough of Waltham Forest.
• Other practice members suggested this approach would not be productive, and would cause additional and unnecessary costs to the system.
• The Integrated Care Board representatives responded that the practice would be unable to deliver services from the site once the lease had expired due to being ineligible for insurance, amongst other things. Representatives reinforced that the focus is on supporting the practice to deliver safe and effective care.

• The practice confirmed the practice will be based within the red brick building on the site, the ground floor of the building will be used for phlebotomy services and the GP practice will be based on the first floor of the building.

• The practice confirmed that they were expecting to be able to negotiate an extension to their lease on the existing site, and therefore delayed in communicating with patients to allow time for these negotiations. The practice confirmed they have explored all options to negotiate an extension, however when it was clear this would not be possible other options for an interim site were explored.