Patient Consultation Update — Glebe Street Merger July 2025
Thank you to everyone who took part in our merger consultation, which formally closed on 28 June 2025. More than 200 comments were received via the online form, paper surveys, emails, phone calls and four public events.
Every submission has been logged, anonymised and reviewed by the Merger Steering Group together with the Patient Participation Group (PPG). Your feedback is already shaping the final business case that will be sent to the North West London Integrated Care Board (ICB) at the end of July 2025.
If the merger is approved, we will announce the formal go-live date in August, giving at least four weeks’ notice before any operational change takes effect.
Although the consultation window has closed, we still want to hear from you:
- Online — the secure feedback form remains live on our website and is monitored weekly
- In person — paper forms are available at every reception desk, and you can book a slot at the monthly Patient Experience Clinic held at Chiswick Medical practice to discuss concerns one-to-one with our Patient Experience Lead
Below is a summary of the feedback and what we have done:
You said → We did
| You said… | We did… |
| “Will the practice boundary shrink?” | Confirmed no reduction in catchment area; boundary map added to website and waiting-room posters |
| “I’m worried I’ll lose my usual GP or clinician.” | Re-stated that named-GP continuity remains; FAQs and receptionist scripts updated |
| “Appointment times don’t suit people who work.” | Introduced early-morning opening of Klinik (from 07:30) and will promote access for appropriate appointment for extended access and made cross-site availability visible online |
| “Please keep face-to-face options and help if we struggle with online forms.” | Maintained face-to-face choice at all sites and trained reception staff to complete Klinik requests for any patient who needs help |
| “Can you publish a clear timetable and regular updates?” | Posted a merger timeline in surgeries and committed to monthly progress updates until go-live |
| “What extra services will I gain?” | Highlighted new access to women’s-health clinics, minor surgery, LGBTQ+-inclusive care, Otago frailty exercise classes and a GP-led access hub |
| “Who can I talk to if I have a problem?” | Named a dedicated Patient Experience Lead and set up monthly Patient Experience Clinics |
What happens next?
- End July 2025 — Business case (including full consultation report and Equality & Health-Inequality Impact Assessment) submitted to the ICB for approval
- Early August 2025 — If approved, we will confirm the merger date and publish an updated FAQ.
- 31 August 2025 (proposed) — Target go-live date cited in the business case
- After go-live — Annual CMP-PPG patient survey each spring, quarterly “You said → We did” updates, and ongoing Patient Experience Clinics to keep the conversation open
Your continued input ensures the merger delivers real improvements. Please keep sharing your views online, at reception or in a Patient Experience Clinic—together we will make sure Chiswick Medical Practice remains accessible, resilient and patient-centred for everyone.