PLEASE NOTE OUR NEW TELEPHONE NUMBER IS NOW                                                01323 407900 

Patients wishing to book an appointment with one of the Practice Nurses will now need to call VMC on 01323 407900

we no longer have nursing staff based at the Bolton Road Branch but we can arrange for appointment at our other branches.  

Thank you 

Please read our PPG  Newsletters

  Spring 2019 Newsletter 

Summer 2019 Newsletter

Autumn 2019 Newsletter

these newsletters are kindly produced by our Patient Group.

If you are interested in learning more about our Patient Group, or becoming a member, please contact the Surgery in writing and address your request to our Practice Manager,  Mrs Debbie Jolly  /  Mrs Debi Dent

You can email our Patient Group at - with any ideas or information you wish to share

Bolton Road Surgery: Patient Participation 

Annual Update: 

This year, the Patient Participation Group will be concentrating on health campaign and awareness to all patients - they are involved in the installation of two TV monitors in both waiting rooms which will display health information.



Surrey & Sussex Area Team

Practice Name: Bolton House Surgery  Practice Code: G81027


  1. Prerequisite of Enhanced Service – Develop/Maintain a Patient Participation Group (PPG)



Does the Practice have a PPG? YES / NO




Method of engagement with PPG: Face to face, Email, Other (please specify)


Face to face.

Email, text and paper correspondence also occurs from time to time.


Number of members of PPG:


10 (correct 15/1/15)


Detail the gender mix of practice, population and PPG:


Detail of age mix of practice population and PPG:






































Detail the ethnic background of your practice population and PPG:




Mixed/ multiple ethnic groups




Gypsy or Irish Traveller

Other white

White Black & Caribbean

White & black African

White & Asian

Other mixed




















Asian/ Asian British

Black / African / Caribbean

/ Black British







Other Asian



Other Black


Any Other


























Describe steps taken to ensure that the PPG is representative of the practice population in terms of gender, age and ethnic background and other members of the practice population:

Nominations for the Patient Group are received from any staff or GPs and are open to everyone. We invite patients who have offered criticisms or compliments to become involved. In addition, a web-site entry invites applications. In the past, patients from an ethnic group other than ‘white British’ or ‘other White’ have been members of the Patient Group.

Are there any specific characteristics of your practice population which means that other groups should be included in the PPG? e.g. large student population, significant number of jobseekers, large numbers of nursing homes or a LGBT community?  YES/NO


YES. Specifically older people and those with co-morbidities/chronic diseases.


If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful:


The Patient Group is held in an accessible area of the practice so that those with physical limitations are enabled to participate. It is held at a time of day when people are happy to attend. The ethos and culture of the group is welcoming and inclusive. It is gratifying that people living with long-term conditions participate fully in this group.

 Review of patient feedback

Outline the sources of feedback that were reviewed during the year: 

National Patient Satisfaction Survey

Friends and Family Test

We do not generally discuss complaints – this is because we are a small practice with a list drawn from an intensively populated area. GPs consider the risk of breaching confidentiality to be high therefore complaints have not been discussed in this forum. 


How frequently were these reviewed with the PRG?


 National Patient Satisfaction Survey – discussed on two occasions

Friends and Family Test – the national programme started in December 2014. Initial results discussed at meeting in January and March 2015. 

Action plan priority areas and implementation

Priority area 1

 Description of priority area:

 Interior decor 

What actions were taken to address the priority:


Our building, which has housed a GP practice since 1897, underwent extensive external repairs during 2013-2014. The aim was to ensure no further water damage could occur before interior re-decoration was commenced. This was due to start in July 2014. Unfortunately, due to protracted negotiations, the start date for interior work has been delayed. The new start date is April 2015.


Result of actions and impact on patients and carers (including how publicised): 

The process of interior re-decoration will initially have a negative impact and cause disruption to patients and carers. This will be contained and minimised where practicable. When there is a firm date for re-decoration, this will be published on the practice web-site and throughout the surgery premises.

Once re-decoration is completed, this will have a positive effect on patients as the surgery will be a more pleasant and welcoming environment for everyone. Information about this work was posted to our web-site in January 2015.


Priority area 2

 Description of priority area:

Introduction of a texting service.

Members of the Patient Group were concerned about the amount of GP and nurse time being lost due to patients booking appointments and then failing to attend (“DNAs”). Patient Group members were aware that other health-care providers use texts to confirm booked appointments and send reminders.


What actions were taken to address the priority:


The Practice Manager carried out a risk assessment in order to identify and minimise any adverse consequences that could follow from introducing a texting service.

The Practice Manager and Office Manager checked the technical requirements and cost of texting patients, and taught other staff how to use this facility.

A practice policy on safe and appropriate texting was introduced.


Result of actions and impact on patients and carers (including how publicised): 

 The practice now has a reliable texting service which has proved popular with patients. This was publicised by sending a general information text to all mobile phone users listed with the practice. In addition, a line was inserted into all New Patient Registration letters and Chronic Disease Review invitation letters alerting patients to the existence of this service and advising patients how to opt out.

The texting service has been most useful for sending appointment acknowledgments. It has been extended to send notifications to patients who have failed to attend an appointment. This is not done automatically in order that individual patients’ circumstances may be considered. Lastly, the texting service has proved very useful for letting patients know about flu vaccinations availability. Information about this project was posted to our web-site in January 2015.



Priority area 3

 Description of priority area:

Appointment system re-configuration. Members of the patient group were concerned about the increasing pressure on appointments resulting in less immediate availability of appointments.


What actions were taken to address the priority:

This was widely discussed. Practice staffs felt equally strongly about the need to re-configure and adapt the appointment system to ensure the maximum number of appointments are available and used in the best way possible. Suggestions were taken from PPG and staff as well as GPs.

The changes implemented so far include greater availability of afternoon appointments and an alteration in the ratio of “book on the day” and “book ahead” appointments. In addition, we now offer the facility to book appointments online. Although this doesn’t mean an increase in the number of appointments, it does improve accessibility.

GPs and practice management are researching more radical changes to the appointment system. One is to pilot a ‘duty doctor’ system every morning, and the other is to introduce a “pool” system (unrestricted appointment access for all patients who require an appointment that day).

Result of actions and impact on patients and carers (including how publicised):

 Given the severity of winter pressures this year, it would not be fair to say that adaptations to the appointment system have yet had a noticeably positive effect. This project is ongoing. It would be wrong to widely publicise any alterations that necessitate a change in patients’ understanding and behaviour whilst various iterations are still being piloted. Information relating to the efforts to improve appointments was posted to our web-site in January 2015. 

Progress on previous years

If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s)


Appointment system: various adaptations continue to be trialled.

Contacting the practice by phone: patients have been made aware they can email instead or book appointments online.

Requesting repeat prescriptions online: this service has been improved and publicised.

A/E attendance: Information has been made available to patients about how to avoid using A/E unnecessarily.

Premises: extensive exterior re-decoration completed. Interior yet to be completed.

Medical confidentiality at Reception: Current arrangements reviewed and found to be satisfactory. Receptionists reiterate to patients that they can be overhead at Reception before proceeding to give out results verbally at patients’ request. 

 PPG Sign Off



Report signed off by PPG: YES




Date of sign off: 3rd March 2015






















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