Change to Online Consultation from 17th April

Reach Healthcare is moving to an improved Online Consultation programme called Anima from 17th April 2023

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  • Patient Newsletter - Autumn 2023

    Please click here to download the latest patient newsletter for Autumn 2023

  • Online Consultations Moving to New Provider from 17th April 2023

    Online Consultations Poster

    Reach Healthcare is moving to an improved Online Consultation programme called Anima from 17th April 2023.

    For more information and to register please visit:  

    Please be aware patients will no longer be able to access care via E-consult after 11am on Friday 14th April 2023.

  • Kent & Medway GP appointments - October 2022

    Kent & Medway GP Appointments - October 2022 Infographic

  • Worried about Scarlet Fever or Group A strep and sepsis?

    Worried about Scarlet Fever? See this link for advice:

    Worried about Group A strep and sepsis? It’s rare but you can spot the signs. Download the paediatric handi app on this link:

    Click on the "high temperature" button to see if your child needs emergency help, a GP, or can be cared for at home.

  • New Telephone System

    Good news!

    Reach has listened to their patients, particularly around patient access and as a first step, have invested in a new telephone system.

    This is planned to GO LIVE on WEDNESDAY 30th NOVEMBER 2022.  Reach have asked that we all bear with them, in case of any teething problems.

  • e-Consult times have been extended

    After listening to patients concerns, from Monday 13th June 2022 e-Consult times have been extended from 07.00am to 11.00am Monday to Friday

  • New Website

    We have re-designed our website to make it easier to use and to showcase the wider services available within the Medway South Primary Care Network.

  • Pharmacy Referral

    Did you know....?

    We are participating in a new approach to improve access for patients to GP appointments.  The aim is to direct patients to the most appropriate healthcare professional, which may be a GP or a pharmacist.

    From 24th March 2022 if your symptoms could be resolved by a booked consultation with the pharmacist instead of the GP, you will be given a same-day referral to a pharmacy of your choice.

    We think this is a good thing.  Once you see how great your local pharmacist is - they are highly trained and skilled clinicians experienced in treating minor illnesses - we don't think you'll look back.

    This will also help us to free up GP appointments for people with more complex health needs and ensure everyone gets treated at the right time, by the right healthcare professional.

    We are keen to hear what you think and will be listening to your comments and feedback about your experience of using this service.

  • Remember We Are Still Open

    Reach Healthcare is open for urgent and non-urgent appointments, flu vaccines, cervical smear tests and immunisations.

    Telephone consultations in addition to eConsult continues to be offered to all patients.  Patients are seen face to face after clinical review by telephone/video consultation IF a clinical examination is indicated.

    Our services may be affected by Covid vaccine delivery, as staff is released to support these clinics.  Please bear with us.

    Online services continue to be available on the practice website. Patients who are unable to contact the practice and have an urgent medical condition can call NHS 111, which is open 24 hours a day, seven days a week.

Opening Times button

Opening Times

  • Surgery Opening Times

    Walderslade and Lordswood   

    Morning: 08:00 - 12:30
    Afternoon: 14:30 - 18:30

    Balmoral Gardens

    Morning: 08:00 - 12:30
    Afternoon: 14:30 - 18:00*

    * Monday, Wednesday and Friday only - Tuesday and Thursday - closed pm.

    Extended hours appointments are available at the Walderslade branch on Wednesday evenings.  

    However, please be aware that these are intended for patients who have genuine problems making an appointment during normal opening times, and we would ask that our patients respect this to ensure that the system runs successfully for those who need it the most.

    Finally, please note that during extended opening hours there is minimal staffing and the surgery is not able to take routine enquiries or see any patients without an appointment. Patients requiring urgent medical attention without an appointment are asked to contact NHS 111.

  • When We Are Closed

    If you require urgent medical assistance or advice outside of normal surgery hours call the NHS111 service by dialling 111.

    Calls to this service are free from both landlines and mobile phones.

    Out-of-hours services are generally busy so please think carefully before asking to see a doctor and only do so if you genuinely cannot wait until the surgery re-opens.

    In a genuine emergency you should call 999. Chest pains and / or shortness of breath constitute an emergency. 

Appointments button


  • Making an Appointment

    You can access the appointments system online or use Anima.

    Appointment booking telephone numbers if cannot access Anima:

    • Walderslade: 01634 687200
    • Lordswood: 01634 687200 
    • Glllingham: 01634 687200 

    Routine Appointments - at present this is limited.

    Please be aware that you will find it much easier to make an appointment if you can plan ahead when booking a routine appointment. Trying to find an appointment for a particular doctor at short notice, at a time that suits you, can be very difficult as there is a limited number of appointments each day.   

    That is why the surgery offers different type of appointments. Some are reserved for patients with unexpected, acute or more urgent conditions, who cannot plan ahead, and need an appointment as soon as possible. The remaining, majority of appointments, are available for booking ahead - up to 4 weeks in advance.    

    We encourage all patients requiring a routine appointment to plan ahead then book in advance, which leaves our urgent appointments for those who really need them, but also gives you the best chance of having an appointment at a convenient date and time for you.  

    So that we can manage requests for appointments more efficiently, prioritise patient's clinical needs and reduce the telephone wait times we are changing the way we process all requests for appointments from Monday 26th July 2021.

    This means extending the use of Anima, which many patients are already familiar with and have found helpful, for all initial requests for a clinical consultation or contact. Please complete the Anima form above or on the Home page.

    Please telephone only if you do not have internet access or cannot use the internet feature.  If you are unable to use Anima online our receptionist will be able to explain the service to you and complete a form on your behalf.

    You will be asked a series of questions, please give as much information as possible to help the doctor assess your needs and requirements allowing referral to the most appropriate team member.  A receptionist will then contact you with the outcome.  This applies to all appointment requests.

    Please DO NOT telephone the surgery to check your Anima progress unless the time exceeds 48 hours.

    Anima can also be used to request nurse appointments and for all admin enquiries.  You will be contacted by a member of the team in response.  Please allow 5 working days for all admin enquiries.

    If you have been advised by letter or text to telephone the surgery by a clinician for a follow up appointment our reception team will verify this via your records and book the appointment for you over the telephone.  You do not need to complete Anima in that situation.  Please ensure we have your up to date telephone number.

    If you are extremely worried and feel that you have an urgent medical problem that needs immediate attention please call 999 or 111.

    When arriving at the surgery for a face to face appointment always inform reception of your arrival and please wear face covering and observe the infection control measures in place.

    Urgent Appointments 

    If you require an urgent appointment we will do our best to assess you on the same day. However, be aware that you may not be able to see the specific doctor of your choice in an urgent situation. In order to direct you to the most appropriate appointment, the receptionist may ask you for further details about your complaint. Although you are not obliged to discuss this with them, it would be helpful if you can give whatever information you can, as in many cases you may be seen more quickly by one of our qualified Minor Illness Nurses.  

    If normal surgery is full, you may be asked to come at the end of normal surgery when the doctor or nurse will be able to see you. A nurse may also call you to assess your condition before deciding on the best course of action. Sometimes this may mean phoning for an ambulance, or referring you to the same-day treatment centre at MedOCC.  

    Nurse Appointments      

    Our nurses offer a comprehensive service, alongside our doctors. These include: 

    • Routine nursing care
    • Chronic disease care, such as: diabetes, heart disease, high blood pressure, and chronic respiratory disease
    • Management of many common ailments and complaints, which would traditionally have been dealt with by doctors. Our nurses hold accredited clinical training to perform this task alongside our doctors, including being able to obtain prescriptions if required.
    • Routine childhood vaccinations
    • Vaccinations for travel
    • Routine health checks
    • Minor Illness clinics

    Remote Consultations 

    In the current situation consultations will be by telephone, video or online.  We are offering face to face appointments for patients that are deemed to need these after a clinical assessment, or for immunisations and smears.

    This can be a quick and efficient way of dealing with certain problems, and be convenient for patients as they may not need to spend time attending the surgery. Therefore, when you contact the surgery the receptionist may ask to take a few more details from you and ask one of our doctors or nurses to phone you back. 

    Similarly, doctors may suggest a telephone follow-up to your consultation rather than having to make a further face to face consultation, as this may be more convenient for many of our patients and has proved very popular.


    If you cannot attend an appointment for any reason please inform us as soon as possible in order for us to give the slot to someone else. 

  • Book Appointment Online
  • Anima Online Service
  • Community Pharmacy Referral

    What is this new service about?

    From 24th March 2022, when you call the practice, you will be asked about your symptoms. If they indicate that you can best be helped by a pharmacist, you will be offered a same day private consultation with a community pharmacist.

    Community pharmacists have already successfully seen thousands of patients for a consultation for a minor illness, following a call to NHS 111. This new way of arranging consultations with the pharmacist by a GP practice, has been successfully piloted around the county.

    Why are you doing this?

    Pharmacists are qualified healthcare professionals and experts in medicines. They can offer clinical advice and over-the-counter medicines for all sorts of minor illnesses, and a same day consultation can be arranged quickly and at a time to suit you. 

    This in turns frees up GP appointments for those people with more complex symptoms who really need to see a GP.

    What happens when I see the community pharmacist?

    We will share your personal details with the pharmacist and details of your minor illness and the pharmacist will contact you to arrange your consultation on the same day, or at a time that suits you. 

    You may be seen in person in a private consulting room, if the pharmacist thinks it appropriate, or your consultation may be carried out over the phone or via video. You will be asked about your medical history and symptoms and current medication, in the same way the GP would ask you about them. 

    Usually, the pharmacist will provide you with advice and can sell you with an over the counter product where needed, if you choose. They will also send details of your consultation back to us for our records. 

    If the pharmacist feels you need to be seen by a GP urgently, they will call us to ensure you are seen, or they will advise you to contact the hospital Emergency Department if deemed necessary. You may also be referred back to us to arrange a non-urgent appointment or follow up. 

    What if I get free prescriptions from my GP?

    Your pharmacist will provide you with advice on how to treat your symptoms, which may include a medicine or product. Medicines that can be purchased in a pharmacy to treat minor illnesses, are usually inexpensive and would not normally be prescribed by your GP anyway. You are free to choose if you wish to make a purchase or not. 

    What happens if I don’t want to see the pharmacist?

    We want to ensure that you are offered an appointment with the most appropriate qualified health care professional based on your symptoms. If you have minor illness symptoms that can be treated the same day through a consultation with a qualified community pharmacist, but do not want to accept this referral, you will be offered a routine appointment with your GP at a future date. 

    What if the patient is my child?

    Children aged over two years are eligible to use this service and can be seen by the pharmacist. Children who are able to make their own decision about their health may be seen unaccompanied. 

    Why is this a good thing for patients?

    Community pharmacies are local, open longer hours than the GP practice and can offer you the same consultation outcome at a time that is more convenient for you. If the pharmacist thinks you need to see the GP, they can help arrange an urgent appointment for you.

    Patients who have already used the service liked the convenience of having a consultation on the same day, or a day that suited them, at a pharmacy of their choice. 78% of people who had a consultation with a community pharmacist were successfully helped.

  • Home Visits

    The surgery does offer home visits for those patients who are house-bound and require medical attention. These are usually done around the middle of the day, after morning surgery and before afternoon surgery, but it is not normally possible to specify a time.  

    Please note that visiting patients at home is not only a very time consuming service, but sometimes it is hard to make a proper clinical assessment in the house, away from the clinical environment of the surgery.

    Therefore, if you request a home visit, a nurse or doctor may choose to phone and speak to you first, to make a more detailed assessment of your problem. If the doctor does not feel that a home visit is necessary he may give you medical advice or offer a prescription, or suggest an appointment at a later date.

  • Evenings and Weekends

    You can see a GP or other healthcare professional during

    - weekday evenings between 13.00 to 20.00pm

    - Saturdays and Sundays

    To book an appointment talk to your GP Practice.  You may be able to get an appointment on the same day if required.

    You may be offered an appointment at

    - your GP Practice

    - another local NHS service - such as a General Practice Hub

    Urgent and routine appointments with a GP either same day or in advance, are now available in Medway.

    Patients registered with Reach Healthcare GP Practice can book an appointment at the service through their GP Practice.  These appointments are not suitable for all types of problems. (NB. This is not a walk-in service).

    The opening hours are 13.00-20.00pm weekdays and 09.00-16.00pm weekends and Bank Holidays.  You can book an appointment by contacting your own GP Practice.

    Appointments are available at Lordswood Healthy Living Centre (ME5), Rochester Healthy Living Centre (ME1) and Rainham Healthy living Centre (ME8).

  • Been Off Work

    You do not require a doctor's sickness certificate for any illness lasting seven days or less. Your employer may however require you to complete a self-certification form (SC2) which is available from your employer or on the HMRC website.

    Evidence that you are sick

    If you are sick for more than seven days, your employer can ask you to give them some form of medical evidence to support payment of SSP (statutory sick pay).

    It is up to your employer to decide whether you are incapable of work. A medical certificate, now called a 'Statement of Fitness for Work’ (see below) from your doctor is strong evidence that you are sick and would normally be accepted, unless there is evidence to prove otherwise.

    You could also provide evidence from someone who is not a medical practitioner, e.g. a dentist. Your employer will decide whether or not this evidence is acceptable. If your employer has any doubts, they may still ask for a medical certificate from your GP.

    Statement of Fitness for Work - ’Fit Note'

    The 'fit note' was introduced on 6 April 2010. With your employer's support, the note will help you return to work sooner by providing more information about the effects of your illness or injury.

    For more information see the DirectGov website (where this information was sourced)

Prescriptions button


  • Repeat Prescriptions

    Please allow 4 working days for your prescription to be processed 

    Requests can be made: 

    In person OR by post OR via pharmacist (see below). Please use the repeat request slip on the right hand side of your prescription, or you can download a request form below. 

    Repeat Prescription Order Form

    Alternatively you can register for our online services and order online.

    Please note that providing your repeat prescriptions is not just a matter of printing then out and getting them signed. The staff and doctors check every single request for various things such as: 

    • Is the request at the appropriate time (too early may indicate patients taking too much medication; too late could indicate some patients not taking their medication regularly).
    • Whether you are due a review, e.g. for blood pressure, asthma, diabetes, etc. We try to provide best care by reminding you that a review is needed.
    • Whether you require some blood tests. Some medication may require regular monitoring with blood tests.
    • Whether some drugs may no longer be necessary, or if there might be interactions between different drugs that you might be taking.
    • Making sure that dosages and instructions are correct. 

    As you can see, the doctors take safe prescribing very seriously. This is entirely for your benefit, but at times may result in a slight delay in getting your prescription ready, especially if any of the above issues are unclear and we need to contact you for clarification. 

    We would be grateful if you can be understanding and patient in such situations.

  • Request Prescription Online

    Click to order a Repeat Prescription Online

  • Prescription Fees

    Extensive exemption and remission arrangements protect those likely to have difficulty in paying charges (NHS prescription and dental charges, optical and hospital travel costs).

    The NHS prescription charge is a flat-rate amount which successive Governments have thought it reasonable to charge for those who can afford to pay for their medicines.  Prescription prepayment certificates (PPCs) offer real savings for people who need extensive medication.

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  • Clinics and Services

    Reach Healthcare offers an extensive range of services. Please note, that some of these services may not situated at your particular site, but you will have access to all of them by attending the other sites. 

    List of services provided in-house:

    • Asthma and chronic lung disease
    • Child health checks
    • Childhood and other immunisations (see NHS vaccination schedule)
    • Diabetes including insulin management
    • Family planning - including coils and implants
    • Health promotion - e.g. weight reduction, smoking cessation, cholesterol
    • Heart disease
    • High blood pressure
    • Joint and soft tissue injections
    • Maternity care - in conjunction with midwife located off-site
    • Minor surgery
    • Social Prescribing
    • Travel advice and vaccinations
    • Women’s health - including HRT


  • Online Services

    GP online services allow you to access a range of services via your computer, mobile or tablet. Once you have signed up, you will be able to:

    • book or cancel appointments online (due to Pandemic this service is currently unavailable)
    • renew or order repeat prescriptions online
    • view parts of your GP record, including information about medication, allergies, vaccinations, previous illnesses and test results

    Click here for patient access

    You can still contact the practice by phone or in person, this is just another option, which other patients have found is more convenient and saves them time. More information including “how to” leaflets and videos of patients and why they are using GP online services are available at

    If you would like to register for these online services, please download the form and return to A team member will then contact you to process your application.




    Anima Infographic

    Reach Healthcare - Anima Infographic

    To register go to

  • Online Blood Test Appointments

    To help continue offering patient choice of how to book their appointment for a blood test, Medway Community Healthcare have introduced an online appointment solution for their Blood Test Clinics.

    If you are due to have a blood test please click this link to book your blood test online. Alternatively if you are unable to book online, please call 0300 123 3444, choose option 1 and then option 1 again (phone lines are open Monday to Friday 8am-4pm) or email  

    Further details are available on the Medway Community Healthcare website.

    Click for patient flyer.

    Your Blood Form number and NHS number will need to be given to the phlebotomist. 

  • Contraception

    During the Covid19 crisis the surgery will only be doing contraception procedures under the current faculty guidelines.

    Contraceptive Injection

    If you are on Depo-Provera please arrange a telephone consultation at the surgery

    New IUC/SDI

    No new IUC/Implants will be fitted during COVID crisis. Please continue with their current method or bridge with POP (Progestogen only pill).  Contact the surgery for a telephone consultation.

    Exchange of IUC/SDI

    The FSRH have advised that there is a very small risk of pregnancy so replacement is being deferred for the next 3-6 months of COVID19 crisis to the following intervals:

    Nexplanon - 4 years

    Mirena and Levosert - 6 years

    Banded Cu-IUD - 12 years

    5-year Cu-IUD - Use condoms or bridging with POP (Progestogen only pill) should be recommended until replacement

    If you have any concerns please contact the surgery for a telephone appointment.

    A reminder

    ANY copper IUD inserted on or after the patients 40th birthday can be left until it is no longer needed. If the MIRENA is inserted on or after the patients 45th birthday it can be left for a minimum of 7 years or until age 55.  Please note if using the Mirena as part of your HRT YOU MUST CONTACT THE SURGERY IF YOU HAVE HAD IT FOR 4-5 YEARS.

  • Travel Vaccinations

    If you require any vaccinations relating to foreign travel you need to make an appointment with the practice nurse to discuss your travel arrangements. This will include which countries and areas within countries that you are visiting to determine what vaccinations are required.

    It is important to make this initial appointment as early as possible - at least 6 weeks before you travel - as a second appointment will be required with the practice nurse to actually receive the vaccinations. These vaccines have to be ordered as they are not a stock vaccine. Your second appointment needs to be at least 2 weeks before you travel to allow the vaccines to work.

    Some travel vaccines are ordered on a private prescription and these incur a charge over and above the normal prescription charge. This is because not all travel vaccinations are included in the services provided by the NHS.

  • Non-NHS Services

    Some services provided are not covered under our contract with the NHS and therefore attract charges. Examples include the following:

    • Medicals for pre-employment, sports and driving requirements (HGV, PSV etc.)
    • Insurance claim forms
    • Passport signing
    • Prescriptions for taking medication abroad
    • Private sick notes
    • Vaccination certificates

    The fees charged are based on the British Medical Association (BMA) suggested scales. Please see table below:

    Reach Healthcare - Private Health Fees

    Our reception staff will be happy to advise you about them along with appointment availability.

New Patients button

New Patients

  • Registering as a New Patient

    If you live within our practice area you are welcome to register with us and our reception staff will be happy to guide you through the procedure. Eligibility can be quickly confirmed from your address so it would help if you could provide proof by way of a recent utility bill.

    You will need to complete a registration form (GMS1) and a health questionnaire which will provide useful information whilst we wait for your medical records to arrive from your previous doctor.

    All new patients are offered a health check with a member of the healthcare team to ensure that any required tests are up to date and that we have an accurate note of any repeat medication you may be taking.

    Medical treatment is available from the date of registration. Please contact reception for further information.

    You may print off a registration form and new patient questionnaire, fill them out and bring them in with you on your first visit to the practice.

    The Royal College of General Practitioners has produced a useful guide for patients about the services on offer at GP Surgeries and how to access them. 

  • Temporary Residents

    If you are ill while away from home or if you are not registered with a doctor but need to see one you can receive emergency treatment from the local GP practice for 14 days. After 14 days you will need to register as a temporary or permanent patient.

    You can be registered as a temporary patient for up to three months. This will allow you to be on the local practice list and still remain a patient of your permanent GP. After three months you will have to re-register as a temporary patient or permanently register with that practice.

    To register as a temporary patient simply contact the local practice you wish to use. Practices do not have to accept you as a temporary patient although they do have an obligation to offer emergency treatment. You cannot register as a temporary patient at a practice in the town or area where you are already registered.

    Download the Temporary Resident Registration Form

Patient Group button

Patient Group

  • About the Patient Participation Group

    Patient involvement is now a high priority in the NHS.  Patient Participation Groups (PPGs) are used to establish a means of the surgery communicating with patients. 

    At Reach Healthcare we are a group of 28 patient members and 3 Practice members and we aim to meet at the practice quarterly.

    So what do we do?

    For the Clinical Commissioning Group (CCG) we respond to requests from them for information and opinion on proposals they have.

    For the surgery we offer our opinion, advice and assistance on how we can provide the best possible service to patients. We work both collectively and individually.

    What have we achieved?

    By working together in a constructive and supportive way, over the last few years, we have:

    • Discussed and improved the appointment system
    • Changed the telephone number from 0844 to 01634 687200.
    • Published and circulated the Reach Healthcare Newsletter
    • Publicity to reduce numbers of DNA’s (Did not attend)

    A summary of our results can be found here. A link to the complete report can be found at the bottom of this page.   

    We are not:

    A Practice Management Committee. So, we do not interfere with the Practice’s management decision or its day-to-day organisation.

    Part of the complaints procedure. There is already a procedure for complaints and a feedback book situated on the Reception Desk. However, if a patient requests that a member accompany them to a meeting concerning a complaint as a ‘friend’ we are happy to respond.

    Do you have a complaint or compliment?

    Please talk to the Practice staff quickly. There is a good procedure for doing this. If you need help a Patient Group member will guide you. The Practice needs to know what went wrong as soon as possible so that the matter can be investigated and any problem solved. If the investigation shows a need for action the PPG will discuss it.

    Join Us

    We are always happy to accept new members. If you are interested in joining us, the group meets quarterly at the surgery. If you wish to join, contact either one of the Practice Managers, Ann Humphreys on 01634 687200 or Ann Everett on 01634 337445.  The complete Patient survey findings, minutes from PPG meetings and subsequent Action Plan can be found in our Patient Participation Report 2015/16.

  • Join the PPG

    If you wish to join the Patient Group and are happy for us to contact you occasionally by email, please complete our Online Form.

    We will be in touch shortly after we receive your form. Please note that no medical information or questions will be responded to.

    Many thanks for your assistance

    The information you supply us will be used lawfully, in accordance with the Data Protection Act 1998. The Data Protection Act 1998 gives you the right to know what information is held about you and sets out rules to make sure that this information is handled properly.

  • PPG Minutes

    Latest PPG Meeting Minutes

    Meeting held at 6pm on Thursday 12th October 2023 - Lordswood Healthy Living Centre, Sultan Road.

    Present: Jeanette – patient, Gill – patient, Ken – patient, John – patient, Adrian – Business/Finance Manager, Sallyann – Communications lead, Lin – patient, Carol T – patient, Lesley - patient, Carol H – patient, Marion R – patient, Helen – patient, Sue – patient/Chair

    1. Welcome and introductions.

    The Chair welcomed all and introduced Sallyann who is Reach’s Communications lead.

    1. Apologies for absence were received from Hannah, April, Christine, Marion A, Neil, Drs. Lall and Sinha.

    Two members of the PPG had resigned as they had had other commitments for quite some time. Ann E had retired from the practice.

    1. Notes from the meeting of 13th July 2023 had been circulated, agreed, and displayed on the practice website
    1. Actions from previous meeting

    Follow up HOPT invitation - Still to be looked into.

    Sensor light checked at Walderslade car park - To be confirmed

    Viability of reminder texts for non-urgent appointments - Completed.                                      

    Pass on appreciation to Reception team - Completed.                                                     

    Sort confidentiality forms before PPG can assist patients - On Agenda                        

    Training for PPG members to help patients register for Anima - On Agenda                                          

    Inform, via Chair, when PPG members needed at Flu/covid Clinics - Completed                                     

    Logging on issues of Anima  - Ongoing/Agenda                                            

    Decide whether to open Anima at 7am for working patients - On Agenda

    Check Admin box can remain on when Anima appointments closed - On Agenda

    Request GPs/others not to hang up too quickly upon phoning - Clinical Reviews by Dr. Lall

    Arrange Equality, Diversity, and Inclusion training for PPG - Discuss with Dr. Lall/PCN

    Online Prescriptions added to Agenda - Completed                                       

    Book room for 13th October - Completed.                                      

    1. Updates from practice
    1. Anima

    The members were given a “snapshot” on charts showing the number of Anima Requests over a short period of time in the summer.  Mondays were the busiest days and there were usually up to 250 and lowest 150 online requests daily needing to be triaged by a clinician.    Another chart of outcomes was shown for the same period; the vast majority were booked clinically appropriate appointments for patients.  There were also admin requests dealt with, investigations booked, referrals-on made, information passed to patients on the phone and signposting to appropriate services. The members could see the high numbers daily of patients triaged on Anima.

    Opening times.  The practice is in discussions with the developers to try and work out better communications, patients know when/if Anima is likely to be re-opened later in the day.  It can be frustrating for patients, not knowing.     It was confirmed that if patients really needed help that very day, particularly small children or frail, the telephone system was available.    Patients who cannot use Anima are helped on the telephone by receptionists using a printed version of an Anima Request, for the clinician to triage with all the others.   The practice will also look into why the ‘anima admin” box is not kept open when ‘medical requests’ are closed because of capacity.

    Some patients struggle with Anima, some not being able to register.  PPG members will assist if patients require.    On agenda.

    1. Telephone system

    The members were shown a call summary for a month in August showing over 9,200 inbound calls and average waiting time of just over 5 minutes.  This is in addition to Anima online consultation. Unanimously agreed that it was a vast improvement from before the system was installed, in particular the call-back option.   At especially busy times, receptionists are called from other areas to assist with the telephone.    The complaints have virtually disappeared.  

    1. Updates generally.

    Members were told that due to “built in obsolescence”, or not supported by new systems, some equipment needed replacing in waiting rooms.   The check in screen at Walderslade, and the LED equipment which used to give information for patients.    The practice is to look into these issues particularly as the check-in now has to be manual at reception, leading to long queues (very cold in the winter at Walderslade) at busy times for patients turning up for appointments.

    It was confirmed that languages accessibility is available on the website.   Also that patients whose first language is not English can have their online devices set to translate to their first language. Discussions about changing the website, including main page, would take place in the near future as plans were being made to enhance the experience for patients and the practice.

    1. Capacity/workforce

    This year, a number of professionals have joined the practice which has somewhat eased the many pressures for clinicians and ensures patients can access appointments quicker than in the recent past.  Having more permanent staff means using less locums which is better for continuity of care.

    Full, and part time, clinical staff include 13 GPs, 1 Physician Associate, 4 Paramedics, 2 Advanced Nurse Practitioners, 2 Clinical Pharmacists, 9 practice nurses, 2 health care Assistants, and 3 nursing associates.

    Full details of those and their roles are set out in the Autumn Reach Healthcare Patients Newsletter, to be finalised and distributed.

    1. Newsletter/communications

    Sallyann had created and produced the first Patient Newsletter (Autumn) which it is hoped, will be quarterly.   It shares, in easy-to-understand words, current issues/information from the practice and the PPG, including vaccination clinics, Anima information, offers of help to register Anima, statistics of call queue times, PPG recruitment information and the names and Roles of Clinicians and clinical staff in the practice.

    A draft will be sent to the members, agreed, finalised, and distributed by the end of October to:

    Social media (Facebook and Next Door) and by individual PPG members in their local Networks.

                On the website

                Possibly in Pharmacies, the libraries?

                Printed versions at receptions in Waiting rooms

    Link sent via Text message by practice to patients, and information about where to find printed versions.

    Members felt this was a welcome innovation, which should go a long way in keeping patients updated and informed about their practice.

    1. PPG assisting at Flu and Covid Clinics Autumn 2023

    A number of PPG members had kindly agreed to assist at the flu and covid clinics to be held in October, November and possibly beyond, at Lordswood and Walderslade.   There were approximately three so far for each of the arranged sessions, for which the practice was appreciative.

    1. PPG assisting with Anima registration; and other events in waiting rooms.

    There was a discussion about the consequences of breach of confidentiality by volunteers regarding patients’ information.  This included legal consequence for the partners and the practice, consequences for the volunteer, not to mention distress caused to patients.  There was also a strong reminder of the trust placed in volunteers who in their role may hear information shared by a patient.  Safeguarding of patients was also raised.  With the exception of one or two members who are physically unable to join in community activities at the moment, PPG members have, or will, sign the agreement.  It was agreed that members should have an ID, provided by the practice.

    There will be training sessions with practice staff using iPads, to be arranged via the Chair on several dates.      Then when members feel confident, the activity will be promoted by means of:

    Sending blanket text messages to patients giving agreed dates and times.

    The Newsletter

    Social Media

    There will be a rota of PPG members who will be able to attend and give assistance

    1. Online Prescriptions system

    A member asked why some prescriptions, which the practice knows are on repeat, have to be requested every 28 days, if they are not necessarily controlled drugs, when others can request every two months.    The members were informed that currently, the clinical pharmacist is carrying out a review and it is hoped to simplify some of these issues, important when patients have to pay for prescriptions.

    1. Meetings attended by PPG members (unless already shared online)

    There had been few due to summer holidays and cancellations.

    A new community reference group in Medway and Swale, which is squeezing in PPGs as unfortunately the existing PPG Chairs meetings are not being supported anymore, was cancelled due to covid uptake, much to the dissatisfaction of local PPG Chairs. It is expected to be held online at some point. 

    PCN PPG meeting cancelled due to ill-health, and training days. Next one in November.

    PPG Champions.   Work is being done across the country involving PPGs and ICBs.  Not really happening in Kent & Medway.

    The Chair has been invited on to the KCC Adult Social Care People’s Panel.  Many Reach patients come under KCC (Maidstone BC or Tonbridge & Malling BC). 

    The Chair asked if members still wanted information shared online from various organisations which she receives.   All members present said yes, they were useful.

    1. Appointment of PPG officers (Annual)

    It was proposed and seconded that the Chair should continue for another year.  The Chair will continue taking meeting notes/admin until another member steps forward.  But asked the members for help on various issues throughout the year.   Members expressed they would, when requested. 

    1. Any other business


    1. The group was reminded that, from 1st November 2023, NHS England, via the NHS App, will be giving access to all NHS patients of their medical records going forward. This will include consultations, prescriptions, and other areas.    The practice is currently carrying out an audit of consultations and will ensure there will be sufficient information about care plans.  It was requested that this information be shared with all patients in the Winter Patients Newsletter.   The Chair will find the link on NHS England website and share with the group for more detailed information.
    2. All members requested the practice pass on their appreciation to Ann E for the assistance she had given the group over the years and hopes she will enjoy a happy retirement.


    1. Date for next meeting is Thursday 11th January 2024 at 6pm at Lordswood. Reach to book.


    Follow up HOPT invitation - Man Team AY

    Check sensor Walderslade car park - Man Team AB

    Equality, Diversity, and Inclusion issues - Dr. Lall, PCN, Chair

    Update on discussions with Anima developers re info on times - Man Team

    Check Anima Admin box should remain open during day - Man Team AY

    Update regarding equipment in waiting rooms - Man Team

    Draft Patients Newsletter sent to PPG as soon as possible - SF and Chair

    Distribution of First Newsletter online and in print - SF and Chair

    Produce IDs or volunteers in waiting rooms - Man Team

    Arrange dates for training of PPG in waiting rooms and arrange Rota - Chair

    Send NHS England link to members re Access to Records - Chair

    Pass on PPG’s appreciation to Ann E  - AY

    Book room for next meeting - Man Team


    Previous PPG Minutes available for downloading

    October 2023

    July 2023

    January 2023

    September 2022

    April 2022

    June 2021

    March 2021

    September 2020

    December 2019

    September 2019

    June 2019

    March 2019

    December 2018

    September 2018

    June 2018

    March 2018

About Us button

About Us

  • Doctors

    Dr Shum

    Dr C M Shum

    Salaried GP and GP Trainer

    MB BS, DCH, DRCOG, MRCGP, MA (Medical Law and Ethics)

    Branch: Walderslade and Gillingham

    Special interests: diabetes, heart disease and hypertension, clinical audit & IT

    Dr Shum completed his medical degree at St George's Hospital, London. He has been with the practice since 1994, and became a GP trainer from 2006.  He has also had an interest in research, and played a major part in promoting the role of minor illness nurses and nurse practitioners. He is married with 2 boys, who keeps him busy with a variety of GCSE topics.  In his spare time he tries to keep fit by running and going to the gym, ready for the ski trip in the winter.

    Dr Lall

    Dr S K Lall

    Partner and GP Trainer

    MB ChB Bsc(Hons) MRCGP (Dist) DRCOG DFRSH MSc

    Branch: Walderslade

    Special interests: Women's health and contraception, Paediatrics and Education

    Dr Lall completed her medical training at the University of Dundee in 2002 along with an intercalated BSc in Management within the health service from Imperial College, University of London, 2000. Dr Lall joined the Walderslade Village Surgery in 2006 as a GP trainee, bringing with her a wealth of experience and knowledge from hospital based medicine.

    Upon completion of her training she achieved MRCGP with distinction in April 2008. She returned to the practice in November 2008. She has developed interests in family planning, palliative care and paediatrics. In addition she has recently become a GP trainer and is also a GP appraiser.   Outside of work, she has two children who take up most of her spare time.

    Dr B Sinha (m)

    Dr P Musoke (m)

    Dr O S Singh (m)

    Dr Jha

    Dr S Jha

    MB BS, FRCS (Edin)

    Branch: Walderslade & Lordswood

    Special interests: Minor surgery, surgical conditions

    Dr Jha has been at the surgery since 2004. He is married with two grown up children. He is a qualified surgeon and has spent most of his working life in a hospital setting before joining this surgery. He has completed the required training to enter General Practice and is a valued member of our team.

    Dr S P Singh (f)

    Dr A Oustayiannis (f)

    Dr Aida Yemane (f)

    Dr Mahwish Alvi (f)

    Dr Lea Garcia (f)

    Dr Signe Hassan (f)

    Other Doctors

    The surgery also has regular GP registrars, who are qualified doctors training to become GPs. They will see patients in normal surgeries, under the supervision of one of the GP trainers.

  • Nursing Team

    Reach Healthcare takes a collaborative multi-professional approach to our patient's health care.


    Mrs Julie Lenton (RGN)

    Julie is the Practice Nurse Lead. Diabetes specialist nurse and minor illness nurse. Julie is also a Nurse Prescriber and can deal with most minor conditions.

    Mrs Zoey Eades (RGN)

    Asthma and Respiratory specialist nurse and minor illness nurse.

    Mrs Rosetta Adams (RGN)

    Rose is a Nurse Prescriber and can deal with most minor problems.

    Mrs Sharon Stigle (RGN, Registered Children's Nurse)

    Sharon's main areas of interest are COPD, Asthma and Children's health.  She is also trained in minor illness.

    Mrs Anne Metzger (RGN)

    Ms Tina Hussey (RGN)

    Kirsty Marcus (RGN)

    Sharon Healy (RGN)

    Stephanie Banfield (RGN)

    Healthcare Assistants

    Mrs Emma Miller

    Mr Lloyd Hewitt

    Esther Alaoye

    Paige Taylor

  • Practice Team

    Reach Healthcare takes a collaborative multi-professional approach to our patient's health care.

    Practice Management


    Ashley Wilton

    Operations Manager

    Adrian Young

    Business & Finance Manager

    April Bland

    Deputy Business & Finance Manager


    Receptionists provide an important link for patients with the practice and are your initial contact point for general enquiries. They can provide basic information on services and results and direct you to the right person depending on your health issue or query. Receptionists make most of the patient appointments with the GPs and nurses. They also perform other important tasks such as issuing repeat prescriptions and dealing with prescription enquiries, dealing with financial claims, dealing with patient records and carrying out searches and practice audits.


  • Healthcare Team

    Reach Healthcare takes a collaborative multi-professional approach to our patient's health care.


    Dignity Moyo

    Attached Staff

    District Nurses: 01634 337531

    Midwife: 01634 825188

    Health Visitor: 01634 337500

  • CQC Report
  • Friends and Family Test

    It is a contractual requirement that all GP Practices undertake the NHS Friends and Family Test (FFT). The FFT is a feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience that can be used to improve services. It is not a traditional survey. It is a continuous feedback loop between patients and practices.

    This survey is published in our waiting room along with information on what actions we have taken as a result of your comments.

    Please click HERE to complete the survey.

  • Practice Policies

    Confidentiality & Medical Records

    The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

    • To provide further medical treatment for you e.g. from district nurses and hospital services.
    • To help you get other services e.g. from the social work department. This requires your consent.
    • When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

    If you do not wish anonymous information about you to be used in such a way, please let us know.

    Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

    Freedom of Information

    Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

    Access to Records

    In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.


    We make every effort to give the best service possible to everyone who attends our practice.

    However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

    To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available HERE or from reception.

    Violence Policy

    The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

    Removal of Patients Policy

    Click to download our Removal of Patients Policy.

  • GDPR - Data Protection

    Plain English explanation

    The Care Quality Commission (CQC) is an organisation established in English law by the Health and Social Care Act. The CQC is the regulator for English health and social care services to ensure that safe care is provided. They inspect and produce reports on all English general practices in a rolling 5 year program. The law allows CQC to access identifiable patient data as well as requiring this practice to share certain types of data with them in certain circumstances, for instance following a significant safety incident.

    For more information about the CQC visit the CQC website

    1) Data Controller contact details:


    Walderslade Village Surgery
    62a Robin Hood Lane, Walderslade, Kent ME9 5LD

    Lordswood Healthy Living Centre
    Sultan road, Lordswood, Kent ME5 8TJ

    Balmoral Gardens Healthy Living Centre
    Gillingham, Kent ME7 4PN

    2) Data Protection Officer contact details:


    3) Purpose of the processing:

    To provide the Secretary of State and others with information and reports on the status, activity and performance of the NHS. 

    4) Lawful basis for processing:

    The legal basis will be

    Article 6(1)(c) “processing is necessary for compliance with a legal obligation to which the controller is subject.”


    Article 9(2)(h) “processing is necessary for the purposes of preventive or occupational medicine, for the assessment of the working capacity of the employee, medical diagnosis, the provision of health or social care or treatment or the management of health or social care systems and services on the basis of Union or Member State law or pursuant to contract with a health professional and subject to the conditions and safeguards referred to in paragraph 3;”

    5) Recipient or categories of recipients of the shared data:

    The data will be shared with the Care Quality Commission, its officers and staff and members of the inspection teams that visit us from time to time.

    6) Rights to object:

    You have the right to object to some or all of the information being shared with NHS Digital. Contact the Data Controller or the practice.

    7) Right to access and correct:

    You have the right to access the data that is being shared and have any inaccuracies corrected. There is no right to have accurate medical records deleted except when ordered by a court of Law.

    8) Retention period:

    The data will be retained for active use during the processing and thereafter according to NHS Policies and the law.

    9) Right to Complain:

    You have the right to complain to the Information Commissioner’s Office, you can use this ICO Contact Us link

    or call their helpline Tel: 0303 123 1113 (local rate) or 01625 545 745 (national rate)

    There are National Offices for Scotland, Northern Ireland and Wales, (see ICO website)

    10) GP Practice Transparency Notice:

    Click Here

    To see a copy of personal data that we hold about you, use the Subject Access Request form.

  • Data Choices and National Opt Out

    Your Data Matters to the NHS

    Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and always being clear about how it is used.

    How your data is used

    Information about your individual care such as treatment and diagnoses is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital.  It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.

    Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.

    You have a choice

    You do not need to do anything if you are happy about how your information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.

    Will choosing this opt-out affect your care and treatment?

    No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.

    What do you need to do?

    If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.

    To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice, visit

    Click to download the Your NHS Data Matters patient leaflet.

  • Diabetes Patients Privacy Policy

    We are taking part in a new service to measure albumin to creatinine ratio (ACR) in patients with diabetes and/or other conditions. Click for more information.

    The data is being processed for the purpose of delivery of a programme, sponsored by NHS Digital, to monitor urine for indications of chronic kidney disease (CKD) which is recommended to be undertaken annually for patients at risk of chronic kidney disease e.g., patients living with diabetes. The programme enables patients to test their kidney function from home. We will share your contact details with to enable them to contact you and send you a test kit.  This will help identify patients at risk of kidney disease and help us agree any early interventions that can be put in place for the benefit of your care. will only use your data for the purposes of delivering their service to you. If you do not wish to receive a home test kit from we will continue to manage your care within the Practice. are required to hold data we send them in line with retention periods outlined in the Records Management code of Practice for Health and Social Care.

  • Text Message Reminders

    You can now register to receive information by text message on your phone regarding appointments and health care. If you wish to register for this messaging service, you will be asked to fill out a consent form.

    New Data Protection Regulations from May 2018 (GDPR)

    Under the new data protection regulations introduced from 25th May 2018, we will continue to contact patients via text messages regarding the delivery of care if they have provided consent to do so.

    If practices are sending messages about recommended treatment for the management of a specific health issue, then this is defined as providing appropriate care for patients, not marketing purposes.

    If you would like to opt out of any future contact via text messaging, then please complete the consent form and indicate in the marked section.

  • Summary Care Record

    There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.

    Why do I need a Summary Care Record?

    Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.

    This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.

    Who can see it?

    Only healthcare staff involved in your care can see your Summary Care Record.

    How do I know if I have one?

    Over half of the population of England now have a Summary Care Record. You can find out whether you have a Summary Care Record by asking your GP.

    Do I have to have one?

    No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. More information (and the opt-out form) are available from NHS Digital.

  • Education and Training

    Walderslade Village Surgery is an accredited Advanced Training Practice with the Kent, Surrey and Sussex Deanery (KSS). We take doctors training to become GPs within the Medway vocational training scheme. Most stay with the practice for a year, and carry out normal GP consultations under the supervision of our GP trainers, Dr Shum and Dr Lall. These GP registrars are based mainly at the Walderslade or Lordswood sites, although they may work from other sites from time to time.

    The practice also teaches medical students from King’s College London and St George’s Medical School, London.  More recently we have also been one of the first practices in the country to take part in an innovative program to train paramedic practitioners. These are paramedics who are given enhanced training to enable them to deal with a range of common medical conditions, thus enhancing their effectiveness when responding to emergency calls.

    Finally, most of our nursing staff have also had extended training in common medical conditions, similar to nurse practitioners. They also teach nurses in training from local universities.

    The practice thus has a strong ethos in training and contributing to the future of health care provisions.  We wish to thank our patients in advance for their help and cooperation in this, as from time to time you may be asked if you would mind speaking to a medical student or other trainees when you come for your appointment.  

  • GP Earnings

    All GP Practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.

    The average pay for GPs working in Walderslade Village Surgery in the 2016-17 financial year was £52,528 before tax and national insurance. This is for 4 full-time GPs and 6 part-time GPs and 1 Locum GP who worked in the practice for more than 6 months. 

  • Comments and Suggestions

    We always welcome feedback regarding our services in order for us to make improvements. Please feel free to visit our NHS UK page and leave feedback by clicking the following link: NHS Feedback

    Alternatively, if you have a comment or suggestion that you would like to feedback to us directly, please complete our Contact Us formPlease only use this form for comments about the practice and suggestions as to how we can improve our service to you. Medical matters and official complaints cannot be dealt with via this form. If you have a query regarding a medical matter please telephone reception to make an appointment to see the appropriate person.

Contact Us button

Contact Us

  • Contact Details

    Reach Healthcare has surgeries at

    Walderslade, 62a Robin Hood Lane, Walderslade, Chatham, Kent ME5 9LD

    Lordswood Healthy Living Centre, Sultan Road, Lordswood, Chatham, Kent ME5 8TJ

    Balmoral Gardens Healthy Living Centre, Blue Suite, Gillingham, Kent ME7 4PN

    And all sites can be contacted on 01634 687200

    Out of Hours Telephone: 111

  • Location Maps

    Click here to view in PCN Locations

  • Contact Us

    You may contact our practice by attending any of receptions in person or calling us directly on 01634 687200. Moreover, you can complete our new Online Service - Anima. Please follow back to main page and use the link provided. 

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