Our Vision 

We want to make sure that every patient in Harrow East can get high-quality, timely and appropriate care through their GP practice. Our aim is for patients to: 

• See the right clinician, in the right place, first time 
• Have continuity of care: seeing familiar faces who know their medical history and understand where this matters 
• Receive fair and equitable healthcare, regardless of background or circumstance 
• Feel informed and empowered to look after their own health 
• Feel confident and supported in using digital health tools 

Who We Are 

We are Harrow East Primary Care Network (PCN): a group of three local GP practices working together to support over 41,000 patients in Harrow East: 

• Honeypot Medical Centre (HMC) 
• Bacon Lane Surgery (BLS) 
• Mollison Way Surgery (MWS) 

By working as one team, we can offer more services, faster access, and better support for all of our patients. 

A)  Telephone Access 2025/26 

What we set out to do 

Answer 90% of patient calls within 10 minutes, across all three practices 

What we did 

• We installed cloud-based telephone systems at all three practices.  
• We monitored call answering statistics daily, including hour by hour response rates throughout the day and week, to identify peak call times and times of the day/week with long waits to be answered.  
• We arranged additional staffing at peak time to ensure timely call answering. 

How we got on 

We improved steadily throughout the year 

We performed well during most of the months, and finished the year strongly: 

• November: 81% calls answered within 1 minute; 90% calls within 10 minutes 
• December: 82% calls answered within 1 minute; 92% within 10 minutes 
• February: 71% calls answered within 1 minute; 90% within 10 minutes 
• There was variation between our 3 practices, which affected the overall PCN average call answering rate.  
• We have worked with and supported practices with lower call answering rates. 

We are proud of the progress we made and will continue to improve our services 

B)  Online Consultations 2025/26 

What we set out to do 

• Complete 90% of online consultation requests by the end of the next working day 
• Each practice uses a different online platform: 
• Honeypot Medical Centre: PATCHS 
• Bacon Lane Surgery: AccuRx 
• Mollison Way Surgery: DrIQ 

How we got on 

• Every practice exceeded the 90% target every single month 
• Completion rates across the PCN stayed consistently above 95% 
• All three practices regularly reached 99-100% completion 
• Online requests were actioned reliably and promptly all year round 

Thank you to all our patients who use our online services - it genuinely helps us reach more people more efficiently and responsively. 

C)  Named Care Teams (Continuity of Care) 2025/26 

What we set out to do 

Provide a named care team to at least 2% of our patient population, with specific health and care needs who would benefit from continuity of care 

Each named care team consists of a GP and two other healthcare professionals (such as a nurse, pharmacist or care coordinator) 

How we got on 

We identified the patients who benefit most from continuity of care, such as those with: 

• Multiple long-term conditions 
• Frailty 
• Complex or ongoing needs 

Each patient was assigned a named team and personally told who would be looking after them 

These patients are offered an appointment with a consistent, familiar team that knows their history and needs 

Feedback shows this has made a real difference to patients’ experience and access to care 

We plan to expand this approach so more patients can benefit in future 

D)  NHS App Uptake 2025/26 

What we set out to do 

Increase NHS App registrations by at least 10% compared to March 2025 

What we did  

NHS App Ambassadors were trained and appointed to support patients with the NHS App  

Regular digital drop-in sessions were conducted by our NHS App Ambassadors and our patient champions, where patients were guided on an individual basis regarding accessing their NHS App  

We continue to promote the NHS App to our patients through reminders via phone calls, emails, displaying information about the App on our digital screens and the websites and our NHS App ambassadors and patient champions continue to run digital drop-in sessions. 

How we got on 

In March 2025, we had 18,375 registered NHS App users across our three practices 

By March 2026, that had grown to 22,623 users 

New registrations were steady every month, with especially strong uptake in October and February 

 
 E)  Patient Survey 2025/26 

Why we did this 

We carry out patient surveys every year to hear directly from you about your experience of our practices and the care and service we offer 

We want to understand what is working well and where we can do better 

Survey results shape our priorities for the year ahead and help us to provide responsive care based on your needs 

What we did 

We sent our patient survey to almost 27000 patients across the PCN and we are delighted that 7% of our patients responded to the survey.  

Highlights of our survey: 

• Most patients reported that they are satisfied with the ways they can contact the practices
• Patients were happy that they can get same day and routine appointments with their practices. There was variation among the three practices, but overall, most patients agree that routine appointments are easily available.  
• Patients reported that they are satisfied with using the NHS App, which has resulted in a consistently high usage across the 3 practices, and as a PCN, a significant number of patients have adopted the App over the year. 
• One of the most significant findings of the survey concerned the use of GP appointments to resolve queries that should have been managed by hospital services.

F)  Patient Engagement Event 2025/26 

What we did 

The survey findings were presented to patients at a dedicated Patient Engagement Event held on 9th March 2026 at Canons High School. The event was designed to go beyond a one-way presentation of data, creating genuine two-way dialogue between the PCN and its patients. 

We are delighted that over 200 enthusiastic patients across the 3 practices were present at the event and we are grateful to have had the opportunity for the face-to-face interaction and engaging discussions that ensued with all the groups of patients and carers at the event.  

What we covered 

Welcome and introduction by our PCN Clinical Director, Dr Meena Thakur MBE. 

Contextual presentation on the pressures facing general practice nationally and locally, including the shift of workload from secondary to primary care. 

Presentation of the full survey results, broken down by practice, delivered by our PCN Clinical Director - see attached presentation 

Discussion segments after each major theme, inviting patient questions and comments. 

Facilitated breakout sessions organised around specific topics (access to practices – telephone/online/appointments), digital tools, Pharmacy First, hospital interface, self-management). 

Plenary, including feedback from breakout group-discussions 

Close, with the PCN committing to share actions publicly. 

What patients told us 

Patients value face-to-face contact with their care teams 

Patients want clearer information about how to use online tools 

Patients welcomed the named care team approach, especially those with long-term conditions 

Our Commitment to You 

We want to make accessing care simpler, faster and fairer while making sure you see the right professional first time and feel empowered to look after your own and your family’s health. 

Whether you need urgent help, routine care, ongoing support for a long-term condition, or guidance to stay well, we are working to care for you. 

Hence, we have incorporated the feedback we received, both from our access survey as well as the engagement event in developing the Access Plan for the current year 2026/2027, presented below.