Patient Participation Group

Chair – Bob MacDonald

I love living in Kings Hill with my wife Jan and have been here for the past five years, but have lived in Kent for the past thirty. I run my own training and management consultancy company, having previously been a director in a number of the UK’s largest defence contractors. Two of my three daughter’s are married and also live on Kings Hill. My interests are playing the keyboard and guitar, walking and going to the theatre besides having the privilege of helping my six grandchildren flourish.

Treasurer – Margaret Hall

I have lived at Kings Hill for 16 years so I know the area well. For the last 6 years I have worked for the Clinical Research Network, the research delivery arm of the NHS. In addition, I have had many years’ experience of working in the NHS as a clinician and I’ve also worked in the voluntary sector. I have been a magistrate since 2002 and find the work challenging but interesting and rewarding. I enjoy travelling to different parts of the world and experiencing different cultures.  

Committee Member – Mary Rayner

I moved to Kings Hill from Surrey 10 years ago but I’m originally from the North East of England. I am married and have two grown up children and two small grandchildren, one of whom I look after quite regularly. I retired five years ago from The Royal College of Surgeons of England where I had worked for 16 years. My work took me to hospitals all over England and Wales but it was working in hospitals in Egypt, India, Sri Lanka and Malaysia that made me realise how precious the NHS is.

Committee Member – Barry Evans

After retiring in 2000 after 30 years of Banking I taught IT for 5 years at West Kent College, before finally retiring in 2005.  I am now a keen bell ringer at West Malling and Mereworth, and I also ring regularly at a number of other Churches in Kent. I am currently Vice Chairman of Kings Hill U3A (University of the 3rd Age).

I play guitar in a local group, and I run a couple of local cycling groups, to try to encourage more local cycling in the lovely Kent countryside. I feel that my years of experience with the Bank and with WKC will help in the PPG with its liaison job between patients and practice.

Committee Member – Elaine Hall 

I was born in Margate and after living in various parts of the Country and overseas, I returned to Kent in 1990 and have been living in Mereworth for the last 13 years. Most of my life has been spent in Primary Education and before retiring, I was Leader of Learning and Head of Key Stage One at a local primary school. I also started a Parent Forum Group which had similar aims to the Patient Participation Group in encouraging greater involvement and closer links between parents and teachers. I understand the pressures public services are under and am keen to support the Practice in any way I can. Retirement has given me the opportunity to pursue my many interests including singing, painting, gardening, keeping abreast of current affairs and scientific research, and having fun with my two young grandchildren.

Committee Member - Lynn Hunt  

Committee Member - Ellie Millsom

Chair – Bob MacDonald

I love living in Kings Hill with my wife Jan and have been here for the past five years, but have lived in Kent for the past thirty. I run my own training and management consultancy company, having previously been a director in a number of the UK’s largest defence contractors. Two of my three daughter’s are married and also live on Kings Hill. My interests are playing the keyboard and guitar, walking and going to the theatre besides having the privilege of helping my six grandchildren flourish.

Treasurer – Margaret Hall

I have lived at Kings Hill for 16 years so I know the area well. For the last 6 years I have worked for the Clinical Research Network, the research delivery arm of the NHS. In addition, I have had many years’ experience of working in the NHS as a clinician and I’ve also worked in the voluntary sector. I have been a magistrate since 2002 and find the work challenging but interesting and rewarding. I enjoy travelling to different parts of the world and experiencing different cultures.  

Committee Member – Mary Rayner

I moved to Kings Hill from Surrey 10 years ago but I’m originally from the North East of England. I am married and have two grown up children and two small grandchildren, one of whom I look after quite regularly. I retired five years ago from The Royal College of Surgeons of England where I had worked for 16 years. My work took me to hospitals all over England and Wales but it was working in hospitals in Egypt, India, Sri Lanka and Malaysia that made me realise how precious the NHS is.

Committee Member – Barry Evans

After retiring in 2000 after 30 years of Banking I taught IT for 5 years at West Kent College, before finally retiring in 2005.  I am now a keen bell ringer at West Malling and Mereworth, and I also ring regularly at a number of other Churches in Kent. I am currently Vice Chairman of Kings Hill U3A (University of the 3rd Age).

I play guitar in a local group, and I run a couple of local cycling groups, to try to encourage more local cycling in the lovely Kent countryside. I feel that my years of experience with the Bank and with WKC will help in the PPG with its liaison job between patients and practice.

Committee Member – Elaine Hall 

I was born in Margate and after living in various parts of the Country and overseas, I returned to Kent in 1990 and have been living in Mereworth for the last 13 years. Most of my life has been spent in Primary Education and before retiring, I was Leader of Learning and Head of Key Stage One at a local primary school. I also started a Parent Forum Group which had similar aims to the Patient Participation Group in encouraging greater involvement and closer links between parents and teachers. I understand the pressures public services are under and am keen to support the Practice in any way I can. Retirement has given me the opportunity to pursue my many interests including singing, painting, gardening, keeping abreast of current affairs and scientific research, and having fun with my two young grandchildren.

Committee Member - Lynn Hunt  

Committee Member - Ellie Millsom

Present

Bob McDonald, Dr Andy Swindlehurst, Gwyneth Barkham, Lynn Dalmeida, Debbie Dean, Wendy Rush, Jackie Strong.

Apologies

Bill Banks, Jane Bheemah, Charlotte Brooks, Lynne Clemence, Margaret Colman, Katie Garlick, Maggie Mancktelow, Sara Margetts, Joanna Nye, Peter Pennells, Neil Sherlaw, David Spencer, Linda Taylor.

Minutes of last meeting

• The minutes of the last meeting were reviewed
• No amendments were raised by attendees
• Minutes approved for publication

Matters arising

Practice extension

No update was available. It was noted that discussions may have taken place at ICB level, but no information has yet filtered through to the practice.

Actions: carry forward to the next meeting.

Rent review and lease

Concern was expressed that the practice’s rent review and lease negotiations have now been ongoing for over a year with little visible progress. Members were advised the matter remains with  the District Valuer and delays appear linked to wider ICB organisational changes.

There was general frustration that several property-related matters appear to have stalled because of NHS restructuring.

Actions: Practice to continue pursuing the District Valuer. Provide an update at the next meeting.

Patient survey

The patient survey was discussed. Members noted that the survey no longer appears prominently on the practice website and, at the time of checking, no link could be found. It was suggested this may be due to recent website changes rather than a deliberate removal.

Actions: Practice to investigate why the survey has been removed. Debbie to reinstate the survey link where appropriate.

Anima / NHS Digital systems update

Members noted that digital system developments continue nationally between Anima and NHS Digital. No significant local developments were reported, although the group agreed to continue monitoring progress.

Actions: Continue monitoring national digital developments.

Communications plan

Bob confirmed he had been unable to progress the communications plan as intended. Lynne Clemence kindly agreed to assist with this work on behalf of the PPG, with Bob supporting her. The communications plan will also support promotion of future patient events and wider engagement.

Actions: Lynne Clemence to assist with development of the communications plan. Bob and Lynne to meet to agree next steps.

Coeliac disease awareness

The group revisited discussions about improving awareness of coeliac disease amongst clinicians and patients. Jane had contacted Coeliac UK regarding education sessions but was advised that resource limitations mean they are no longer able to provide practice training. Debbie had also tried to access online Training for the Practice Protected Learning Afternoon, but none was available.

Members discussed alternative options, including:

• inviting a gastroenterology specialist;
• involving a consultant from Maidstone & Tunbridge Wells NHS Trust;
• incorporating coeliac disease into a future nutrition event;
• approaching specialists through KIMS contacts.
• Discussion highlighted that coeliac disease can be mistaken for IBS and often goes undiagnosed because symptoms vary widely. The importance of improving both clinician awareness and patient education was recognised.

Actions: Jackie to investigate inclusion of coeliac disease within future nutritional events. Jackie to explore whether KIMS or HCA can provide a gastroenterology/coeliac specialist speaker. Practice to keep professional education opportunities under review.

Telephone appointment concerns

The group reviewed concerns raised previously about telephone consultations.

The practice confirmed clinicians are expected to:

• Attempt to contact patients twice;
• Document both attempts clearly within the clinical record.
• This documentation also helps reception staff manage subsequent patient enquiries.
• Members acknowledged that appointment timing remains difficult for working patients, although confirming two call attempts represents an improvement.

Actions: Practice to continue reminding clinicians to document both telephone call attempts. PPG and Practice to continue monitoring patient feedback.

Housebound patient support

Members anonymously discussed an ongoing case involving a housebound patient experiencing difficulties accessing hearing assessments and wider support services. Action had been taken by Practice to amend and update the patients record and letter sent to patient to make contact, but no response received. Noted local postal issues may have delayed receipt of letter.

The discussion broadened into support available for vulnerable housebound patients. Members felt many patients are unaware of services available to them. It was suggested that Sarah, the Malling Social Prescriber, would be well-placed to visit patients at home, assess their wider needs and coordinate support from appropriate agencies. The forthcoming NHS frailty programme was also recognised as likely to identify more  patients requiring this type of proactive intervention.

Actions: Refer the patient to Sarah (Malling Social Prescriber). Bob to continue attempts to contact the patient. Consider wider identification of isolated housebound patients needing additional support.

Hearing assessment referrals

The group reviewed referral options for hearing assessments.

It was confirmed that:

• Patients can be referred to NHS Audiology via the practice;
• Hearing aids are supplied free of charge through NHS Audiology where clinically appropriate;
• Batteries are also supplied without charge

Members discussed concerns that some commercial providers market expensive private hearing aids to vulnerable patients. For housebound patients, accessing NHS audiology services remains more challenging and requires further exploration.

Actions: Continue signposting patients towards NHS Audiology services. Explore options for housebound patients needing hearing assessments.

(Dr Andy Swindlehurst joined the meeting)

NHS health checks for patients aged over 75

Practice clarified that routine health checks are not automatically offered at age 75.

However, patients aged 75 or over may request a health check if they have not received one during the previous 12 months.

Members noted that many patients with ongoing health conditions are already reviewed regularly through existing chronic disease management programmes.

Action: Continue signposting eligible patients where appropriate.

Practice update

Flu and COVID vaccination clinics

The annual flu vaccination clinic is planned for 3 and 10 October (8:30am to 3pm), delivering both flu and COVID vaccinations. Volunteers will be needed to help marshal patients throughout the day.

Actions: Flu clinics to be added to agenda for next meeting. Members to volunteer for marshalling where available.

Recruitment

The practice provided a staffing update:

• New part-time Prescription Clerk has started.
• Recruitment is underway for additional GP sessions.
• Reception interviews are taking place.
• Recruitment is also linked to additional services being introduced through the new frailty programme.

The practice continues to experience challenges covering nursing vacancies and maternity leave with locum nurses, although one nurse is expected to return early next year. 

Members acknowledged the significant operational pressures created by maternity leave cover extended by inclusion of accumulated annual leave.

Actions: Continue recruitment across GP, reception and nursing roles. Continue to update PPG on recruitment progress.

Frailty / Complex Care Programme

A substantial discussion took place regarding the new NHS Frailty / Complex Care Programme. The programme officially commenced on 1 July and aims to identify patients with complex health needs using the Johns Hopkins adjusted clinical groups system scoring model.

Key points included:

• Patients receive a risk score based upon multiple health factors (scores range from 1 to 11, higher scoring patients called in for assessment);
• Contract started 1 July 2026 to run for rest of this year and next year. Impact assessment at end of programme. Assessment tools for achievement target are A&E attendances. Practice target to see 80% of highlighted patients.
• Approximately 500 patients have initially been identified for review;
• The programme aims to provide proactive rather than reactive care and reduce hospital admissions;
• Comprehensive assessments will involve multiple professionals over several appointments;
• Recruitment of coordinators and clinicians is still underway;
• Realistic implementation is expected over several months rather than immediately.

Practice representatives emphasised that expectations from NHS England have become more pragmatic, recognising that implementation will take time. Members agreed the programme has significant potential to improve patient outcomes if properly resourced.

There was also discussion regarding patient anxiety after discovering their Johns Hopkins scores within the NHS App. The practice reassured members that the score is simply a prioritisation tool and should not be interpreted as a diagnosis. The PPG agreed that patient-friendly communication explaining the programme will be important once implementation progresses further.

Actions: Practice to continue implementing the frailty programme. Practice to recruit required staff. PPG to develop patient information explaining the programme in plain language. PPG where possible to reassure patients concerned about their Johns Hopkins score.

Anima system update

The practice reported:

• Fewer queries being received;
• Approximately 19,600 patients registered (full practice list size 21,200) ;
• Around 300 recent new registrations;
• Over 4,600 online requests processed since late June;
• Nearly 500 GP telephone calls managed during June.

Members noted the continued high demand being managed by the practice.

Action: Continue monitoring workload trend.

Communication plan

This is covered in Matters Arising.

Health awareness events

Jackie and Bob confirmed ongoing planning of future patient education events. Noted organising events takes approximately six weeks so tight timing of meetings to organise and potential date for Cardiology event may mean the dates need changing (Jackie and Bob currently meeting with representative from KIMS on 26 August with proposed date for event 8 September).

Current plans include:

• Cardiology event with KIMS consultant.
• Nutrition event planned for the New Year.
• Potential future sessions covering coeliac disease.
• Possible repeat men’s health / prostate health event following previous success approximately three years ago.

The group discussed improving publicity using:

• Facebook
• Parish councils
• Posters
• Community noticeboards
• Local newsletters

Some members noted inconsistent success using supermarket community noticeboards.

Actions: Jackie to confirm dates with KIMS. Bring forward planning meeting for Cardiology event if necessary. Include future events within the communications plan. Explore additional publicity routes.

NHS structural changes

Bob updated members on ongoing NHS restructuring.

Discussion included:

• Continuing ICB reorganisation;
• Uncertainty regarding future governance;
• Proposals in some areas to replace traditional Patient Participation Groups with centrally managed patient engagement function;
• National Association of PPGs trying to become the national voice for PPGs.

Members strongly supported retaining independent PPGs, emphasising that they provide an authentic patient voice rather than a managed communications function.

The PPG will continue monitoring developments nationally.

Actions: Bob to continue monitoring NHS structural changes. Bob to continue to share updates from the wider PPG forum.

John Hopkins adjusted clinical groups system score

This is covered in the practice update.

Any other business

AI clinical documentation

Issue was raised of practices using AI to record consultations. Also, currently piloting in Hospital Trusts. The practice uses its current dictation software (Lexacom). Does require the need to dictate findings and observations out loud. Practice created poster advising patients of this and the option to opt out if they wish.

The software:

• Transcribes consultations;
• Assists with clinical note generation;
• Does not permanently store recordings;
• Allows patients to opt out if preferred.

Members agreed patients should be informed that AI transcription is being used and reassured regarding confidentiality.

Actions: Practice to continue displaying patient information about AI documentation. PPG to potentially include AI information within future communications.

Praxis development

Members discussed reports that Praxis may convert vacant office buildings into residential accommodation.

Concerns centred on:

• Increased population;
• Additional demand on GP services;
• Uncertainty regarding proposed occupancy levels;
• Potential wider implications for local infrastructure.

Bob has drafted correspondence to Matt Boughton seeking clarification from Tonbridge & Malling Borough Council.

Actions: Bob to finalise and send correspondence. Monitor planning developments.

Recycling of medication blister packs

A member asked whether any additional recycling schemes exist for medicine blister packs.

Current understanding is:

• They cannot be placed in household recycling;
• Limited pharmacy recycling schemes exist but are not widely available.

Members agreed this represents an environmental issue.

Actions: Continue monitoring local recycling opportunities. Share any future recycling initiatives with the PPG.

Date of next meeting

The original proposed meeting date conflicted with annual leave arrangements.

Proposed revised date 9 September 2026 7:30pm.

We would like to take this opportunity to thank our PPG (Patient Participation Group) for their support in creating our patient survey undertaken last year. They volunteer several hours of their time each month to support our practice.

• We would also like to thank our patients for taking the time to complete the survey.
• Your feedback enables us to review and implement changes to improve our services.

Our aim and focus now is to bring in improvements that provide all patients with a consistent, professional and patient-friendly service, offering improved access, consistency and better patient satisfaction.

Our action plan and survey results are available on our patient survey page