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, Jane Bheemah, Charlotte Brooks, Margaret Colman, Debbie Dean, Sara Margetts, Peter Pennells, Neil Sherlaw, Wendy Rush. 

Apologies

David Spencer, Jackie Strong, Bill Banks, Lynne Clemence, Lynn Dalmeida, Katie Garlick, Maggie Mancktelow, Joanna Nye, Linda Taylor

Minutes of Last Meeting

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

Matters Arising

• Patient Survey - PDF document sent to Debbie and successfully received.
• Patient communications re changes to Referral System - on hold pending further national guidance.
• Health awareness and cardiac event actions are deferred to relevant agenda items.
• Communication Plan - remains incomplete and requires a revised approach.

Practice Update

Staffing

A new Healthcare Assistant (HCA) has been recruited and will begin working 30 hours per week from next week. A second nurse is commencing maternity leave, creating staffing pressures. Support has been arranged through neighbouring practices. Remaining nursing gaps at the end of June and early July will be covered by locum staff.

Building Extension

Progress continues on the planned extension project. The project remains delayed due to multiple approvals and signatures required from various stakeholders. Early release funding is awaiting sign off. Once funding is released, surveys and preparatory work can begin. Estimated timeline: approximately 12 months for preparatory work , planning surveys and business case development; approximately 8 months construction phase thereafter.

Solar Panels

Discussions regarding installation of solar panels continue. Further approvals are required before installation can proceed.

Anima System

Figures

Anima Figures and Phone Calls - Current patients registered for service 19,328 out of a total practice population of 21,200 total practice population. Around 4,000 calls received monthly, with approximately 250 abandoned calls. Performance was viewed positively by attendees.

Actions - Practice to provide future updates on extension funding and solar panel installation progress.

Update

• General feedback suggests patients are becoming more familiar with the system.
• Some older patients and less digitally confident patients continue to experience difficulties.
• Library-based one-to-one IT support is available in West Malling Library and may help patients improve digital skills.
• Practice staff will also assist patients who are struggling.
• Concerns remain regarding extensive list of questions and navigation.
• Anima has reportedly introduced changes allowing patients to begin with free-text descriptions before answering clarifying questions. Currently a similar fix is to scroll past the list of questions and tick the box marked “ none of the above “and then free text ones request.
• Some patients possess outdated devices that cannot support current software requirements.
• Concerns were raised regarding possible future national moves towards NHS App-based online consultation systems.

Actions - Members encouraged to continue gathering patient feedback on Anima. Practice to monitor future Anima developments and NHS digital consultation proposals.

Patient Survey Update

• Survey results and action plan have been completed.
• The report includes: Introduction and acknowledgements. Survey findings and response percentages. Action plan arising from survey outcomes.
• Results will be shared with PPG members for review.
• Publication is planned via practice communication channels.

Actions - Debbie to circulate the draft survey report to members. Members to provide feedback promptly. Practice to publish survey findings next week

Communications Plan

The group discussed ongoing difficulties implementing a formal communications strategy.

Discussion included - Use of Facebook, practice website, newsletters, noticeboards, parish communications and community magazines. Potential future use of text messaging, subject to governance and practical considerations. Ongoing work at ICB level exploring communication solutions and GDPR-compliant patient engagement.

There was agreement that communication efforts need to be formalised and made more consistent.

Actions - Bob to convene the cu

Health Awareness Events

• Jackie was unable to attend but provided updates.
• Work continues on planned cardiology-related educational webinar.
• Discussions are progressing with specialist teams regarding future presentations.
• A dietitian-led webinar is being explored for January.
• Recent women’s health webinar was successful despite last-minute technical challenges.
• Actions: Jackie to continue development of future webinars.
• Peter to support technical arrangements where required.
• Further updates to be provided at the next meeting.

NHS Structural Changes - Update

• The group discussed organisational changes within the ICB structure.
• West Kent Health and Care Partnership structures are being reorganised.
• Some functions are being absorbed into the ICB.
• Redundancies are anticipated.
• Potential future implications for Patient Participation Groups remain unclear.

Actions - Bob to continue monitoring developments and update the group as information becomes available.

Any Other Business

Care home developments

Gibson Drive Care Home - Expected opening date remains approximately 15 July.

New Care Home Near Station - Opening anticipated around October.

Concerns were raised regarding preparedness of Care Home near Station compared with the Gibson Drive development. Anticipated Care Home near station will fill quite quickly as taking on patients from another home that is closing. Gibson Drive expected to fill more slowly.

Action - Practice to monitor impact on patient registrations and service demand.

Coeliac Disease Awareness

A detailed discussion was held regarding awareness, diagnosis and management of coeliac disease. Significant numbers of cases remain undiagnosed. Symptoms can be varied and nonspecific. Earlier diagnosis may reduce long-term complications. Greater awareness among healthcare professionals may be beneficial. Coeliac UK offers professional education resources.

The possibility of identifying medical staff with specialist interest and enhanced knowledge was discussed.

Actions - Jane to explore educational opportunities through Coeliac UK. Andy to consider arranging a professional education session for practice medical staff. Potential patient awareness activity to be considered following medical staff education.

Telephone Appointment Concerns

Concerns were raised regarding telephone consultations being conducted significantly earlier than the anticipated appointment window.

Clinicians sometimes make calls earlier when workload allows. Patients may be unavailable due to work or other commitments. Current expectation is that clinicians should make a minimum of two attempts to contact patients. Members felt it would be helpful if appointment windows could be clearer and more predictable.

Actions - Andy to raise the issue at the next practice business meeting. Practice to reinforce expectations regarding repeat contact attempts when calls are unanswered.

Patient Access and Housebound Patient Concerns

A case was raised involving a housebound patient who: Cannot use Anima. Experiences difficulties accessing appointments. Has been unable to utilise previous arrangements agreed with a GP.

Discussion confirmed

Housebound status can be coded on patient records and Home Visits would be arranged. Notes can be added identifying patients unable to use Anima. Special arrangements may be possible where clinically appropriate and can be recorded on patients record.

Actions - Bob to provide patient details separately. Practice to review patients records and ensure appropriate coding and support arrangements are in place.

Hearing Assessment Query

A query was raised regarding access to hearing assessments and hearing aids for a housebound patient. NHS hearing assessments remain available via audiology services. Hospital transport options may be available where eligibility criteria are met.

Action - Practice to review referral options and eligibility for hearing assessment support for this patient.

NHS Health Checks for Over-75s

A question was raised regarding routine annual health checks for patients aged over 75.

Action - Andy to investigate current guidance and report back.

Patient Feedback Survey Text Messages

A member reported difficulties submitting responses via text-based patient feedback survey, thought to be related to secondary care treatment.

No formal action required; issue noted.

New Apps

Mention made of MyGP a new private app being promoted. 

Date Of Next Meeting

• 15th July 2026 at 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