The Medic Care in London Road (previously called the Teynham Surgery), had to move to Sittingbourne Memorial Hospital, when its previous building was no longer available.
NHS Kent and Medway, which is responsible for making sure patients have access to healthcare, supported GP Dr Lavan Nilan Sasikethan’s practice to find the new site. this was after the owner of the building, Dr Sasikethan’s GP partner, retired meaning it was no longer available to be used.
All patients were written to and given the opportunity to complete a questionnaire, asking to share their thoughts and concerns. The outcome of the questionnaire and people’s thoughts and views can be found in this report.
A listening event was held on Tuesday, 14 June at Teynham Community Hall which was attended by over 100 people. Patients, staff from the GP practice and local councillors were in attendance.
The main concerns raised from the survey and the listening event were transport including public transport, parking at Sittingbourne Memorial Hospital, having to travel when unwell and ordering and collecting repeat prescriptions. People also highlighted the following:
- consistency of service. Patients want to see their GP and not have to tell their story more than once. There is a concern there are too many locums.
- appointments. Patients want better access to appointments as well as more face-to-face appointments.
- booking appointments. Patients want a better phone system to book appointments, as all appointments are booked by 8am.
- customer service. Patients want warm and friendly staff, who are helpful and empathetic to those who are unwell or in need. They should treat people with respect and be committed to the community, having an understanding of the different demographics.
- travel and transport. Patients were concerned about the challenges people will have getting to the interim relocation of the GP practice in Sittingbourne.
The purpose of this engagement was to give patients the opportunity to raise their thoughts and concerns about this move, as well as identify any challenges they may experience. This will allow The Medic Care Surgery (Teynham) and NHS Kent and Medway to consider these concerns as longer term plans are developed and to make sure people registered at the practice are still able to access health and care services.
NHS Kent and Medway and the Medic Care surgery will work together to make sure patients are kept up to date as plans are developed for the relocation to a permanent premises. This will be through a patient participation group and wider community engagement at the appropriate points. These findings will become part of the decision making about the future location for this GP practice and NHS Kent and Medway and The Medic Care Surgery will make sure what matters most to patients is put at the heart of the questions we ask them.