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Welcome to Highcliffe & Mudeford Surgeries

Regulated by CQC for the provision of medical services


At Highcliffe and Mudeford the doctors and nurses take pride in offering the highest standard of patient-centred health care.We run many clinics for chronic disease care and offer a wide variety of other medical services such as antenatal and postnatal care, minor surgery, childhood vaccinations and well-person check-ups.Building-Exterior_s

In addition to everything you need to know about the practice you will also find a wealth of health-related information in the menu on the right hand side. Please have a look around and do send us some feedback if you like.





The links to on line services have moved!

Please go to "Online Services" at the top

of the Quick Links menu on the right.





Friends and Family Test 

The Friends and Family Test (FFT) is an important feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience following a consultationwith a doctor or other health professional.


From 1 December 2014, the Friends and Family Test  is available in all GP practices.  We at Highcliffe Medical Centre are keen to receive feedback from our patients following a consultation in the current month, to tell us what you think about our care.


The survey can be done either by paper questionnaire available from the surgery or if you prefer to do this electronically please ask the doctor or health professional with whom you have had the appointment and they will  provide you with the link for the online form or alternatively ask a member of the Reception Team who will also be able to provide this information for you.


We will share the results on our website and in the surgery and will work towards addressing any issues that are raised. (Click the "FRIENDS AND FAMILY TEST" link in the menu on the right.)


Help us improve care for the next patient.






Why Dorset’s health services need to change

 Click on the image above to read the full document






NHS England (Wessex)

2014/15 Patient Participation Report


Practice Name: Highcliffe and Mudeford Medical Centre


Signed on behalf of practice:  Dr S.C.Collins                                                         Date: 12th March 2015


Signed on behalf of PPG:      Mr M Parsons Chairman                                   Date: 12th March 2015


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



Does the Practice have a PPG? Yes



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


Over some years our PPG has evolved into an autonomous formal group that meets face to face each month, and similarly engages with the practice to coordinate and focus patient feedback from a variety of sources. The established PPG currently has 10 members and is responsible for its own recruitment. We review monthly FFT and other sources of feedback data with them to formulate future action plans and improve the service we offer. This is usually done by email and then discussed in more depth at either PPG meetings or with the PPG Chair.

There is regular contact:

- Regular email correspondence about service issues, feedback and enquiries from patients – most weeks

- GP and/or practice manager attendance at Patient Participation Group meetings – every 2 months

- Additional meetings between lead GP with the Chair of the PPG – every 2 months

- Meeting between Lead GP, PPG Chair, Website/ Newsletter Editor, and Patient Information Coordinator – every 6 months.




Number of members of PPG: 10 - 12



Detail the gender mix of practice population and PPG:





Practice %










Detail of age mix of practice population and PPG:










> 75

Practice %



















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 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:


The PPG itself is responsible for its own recruitment and promotes its activities to all patients. Its recruitment over the last 12-18 months has seen its age profile progressively improve, such that its current membership reflects quite closely the age and gender profile of the practice. The practice population contains quite a low percentage of patients from ethnic minorities.


It has its own section within the medical centre website; contributes its own material to the patient newsletter (a co-production); offers a variety of communication channels to patients (email, answerphone, post box); and maintains a range of local links, e.g. with the local community association.


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


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


We do have a large number of nursing homes in our area which are visited by our GP team on a weekly basis, with each being allocated a GP to maintain continuity. We hope in that way to facilitate good communication between our institutions. We recognise that that is not enough as clinical issues tend to dominate those interactions.


In order to address this we aim this year to invite regular meetings between the practice, the PPG, and the matrons of the nursing homes to discuss how the service to their patients could be improved. At first we will do this on at least a twice a year basis and thereafter at greater frequency if required.


  1. Review of patient feedback



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



The PPG acts as a focal point for patients to offer feedback and to raise issues by a variety of methods, including:

- email – the PPG has its own dedicated email address

- access to a PPG telephone answering machine

- post boxes in our waiting rooms.           


The PPG also actively engages with patients, both in our waiting room (e.g. during PPG Awareness Week), and at off-site locations (e.g. during flu clinics). This provides huge opportunity for two-way discussion, often deepening our insight into issues raised via anonymous, one-way messages.

The PPG is able to function rather like a watch dog because it is independent of the practice, has connections with the community, and is seen as a consumer friendly method of engaging to influence the service.

We have an established relationship with the Dorset Carer Ambassador, and she is able to provide feedback embracing the needs of both carers and the cared-for, many of whom have multiple long term conditions. Another powerful source of feedback.

We had a HealthWatch mystery shopper visit, and discussed the report with the PPG. Actions were agreed and implemented. Similarly, the (very) occasional entry on NHS Choices, or simply comments passed to staff by presenting patients.

Very recently we have had the introduction of the Friends & Family Test.We have committed to FFT (which will incorporate the requisite demographic data) and are targeting 150 responses each month – with our own additional question inviting qualitative comment in a free text box. The PPG takes an active part in interpreting the monthly FFT reports - the statistics and comments made by patients – and offers the practice its reflection on how the service could improve in light of that feedback.







How frequently were these reviewed with the PRG?


There is regularly contact, ensuring that feedback is shared and discussed in a timely manner:

- Regular email correspondence about service issues, feedback and enquiries from patients – most weeks

- GP and/or practice manager attendance at (monthly) Patient Participation Group meetings – typically alternate meeting, i.e. every two months

- Additional meetings between lead GP with the Chair of the PPG – every 2 months

- Meeting between Lead GP, PPG Chair, Website/ Newsletter Editor, and Patient Information Coordinator – every 6 months.


The PPG reviews the FFT reports monthly and is receiving other forms of feedback on a weekly basis. This is then discussed with the practice, usually by email in the first instance and then followed up by more in depth discussion at meetings.





  1. Action plan priority areas and implementation


Priority area 1


Description of priority area:


Reducing queues at the reception desk and extending opening times


Patients raised concerns about the practice closing its doors between 13.00 and 14.00 to allow staff to take a lunch break. This was inconvenient for patients seeking to make appointments at the desk or pick up prescriptions at that time of day. It also had the effect of causing a significant queue at 14.00 for the reception desk. There was also a concern about patients waiting outside the practice in the morning for the doors to open in time for the 08.30 appointments.



What actions were taken to address the priority?


We looked at how our staff could change their work patterns to stagger their lunchtime. It was possible to change their schedules and arrange cross-cover to keep the practice open between 13.00 and 14.00. We also now ensure that a clinician is available in the building at that time, in case an emergency presents at the front desk. In addition we have started opening the practice building at 08.15 so that patients could get into the waiting room earlier.



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


This has significantly increased convenient access for patients, particularly those who can only get away from other commitments in the middle of the day. It has also reduced queues building up outside the practice in the morning and at reception in the early afternoon. Patients attending for appointments are able to check-in and relax in the waiting room, rather than stand in a queue, and our reception team is no longer confronted by a queue of anxious patients.


The change is published in our newsletter, on our website, and our TV monitors in our waiting room.


Priority area 2



Description of priority area:


Improving evening access for workers across the week


Feedback had indicated that access was difficult for some working patients who preferred to be seen in the evening. The practice had previously offered extended evening appointments on only 3 days in the week.




What actions were taken to address the priority?


It was decided to increase the late evening availability of GP appointments to 5 evenings in every week between the hours of 18.30 and 19.15. This entailed scheduling our doctors’ hours to accommodate the change and late evening shifts for receptionists.




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


Access for workers has improved and the evening appointments are being used, some of which are being booked directly by patients on-line.


The change is published in our newsletter, on our website, and our TV monitors in our waiting room.





Priority area 3


Description of priority area:


Information for patients


There is a well-established Patient Information Centre in our waiting room with leaflets and resources about conditions and available support services. We also publish information about the practice on our website and newsletter and from time to time on posters in the waiting room.


However, there was concern raised by the PPG that it was difficult for those patients unable to access our website to keep up with current changes, particularly as our newsletter is published only twice each year. Therefore it was felt that a different medium was necessary for displaying current practice news for patients.



What actions were taken to address the priority?


It was decided to use a television monitor in our waiting room to scroll through power point presentations of current news and information. The presentations can be updated and amended easily and are played on a continuous loop to give patients the opportunity to see them more than once. The PPG works with us to review the messages and check they are patient-friendly.



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


There is now current information displayed in our waiting room about the practice and its services. It also offers another medium to promote health messages in an easily amended format.


The change is published in our newsletter and on our website, and is obviously evident on the TV monitors in our waiting room.




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):

Repeat prescribing processes


In our next update we shall be able to report that we have trained more staff on the repeat prescription process, increasing capacity and improving turnaround time. Last year, patients asked us to focus on issues relating to difficulties in the repeat prescribing process, much of which concerned processes involving local pharmacies.


During the last year we have sought improvements through the on-line repeat prescribing option and more recently the introduction of EPS. The practice and the PPG Chair are also communicating with both the branch and area managers of Lloyds Pharmacy (they enjoy a monopoly in Highcliffe itself) with the aim of improving the customer experience of patients, and also exploring how they can develop their advisory services. There is still work to do this area, but we believe that there has been progress made.


We published a “You said…We say…As a result” summary in a newsletter, and replicated this on our website. Discussions continue with Lloyds Pharmacy where there is potential for enhanced support for our patient in view of their pending move to larger high street premises, and we shall publish updates to our patients when there is material progress.




  1. PPG Sign Off:  Mr M Parsons



Report signed off by PPG:  YES


Date of sign off:     12th March 2015                          



How has the practice engaged with the PPG:


The PPG has an active ‘challenge & support’ relationship with the practice. The practice is often represented at the monthly PPG meeting, and there is a formal meeting between the PPG chair and the practice lead every 6-8 weeks. In addition there is frequent contact (email/telephone/face to face) to discuss patient issues – with both parties initiating as required.


How has the practice made efforts to engage with seldom heard groups in the practice population?


The practice makes every effort to be inclusive. The PPG works with them on the production of a newsletter which is distributed around the catchment area: community association, public library, and various other outlets. It has also introduced, with input from the PPG, a series of information slides which show on the TV monitor in the waiting room.


Has the practice received patient and carer feedback from a variety of sources?


Yes. The PPG has supported the practice at off-site flu clinics (accessing >35% of patient list in the process), and in the medical centre in support of both the RCGP/NAPP campaign & PPG Awareness Week, in the process engaging with a large & diverse number of patients. In addition, we have our own dedicated email address, answerphone, and post box in the waiting area, providing patients with a choice of channel through which to contact us and provide anonymous feedback.


Furthermore, there is an active relationship (both PPG & practice) with the Carer Ambassador for Dorset, who also maintains the Patient Information Centre (Be Health Wise) at the practice. There was also a HealthWatch ‘mystery shopper’ visit, and the PPG reviewed the report and agreed resultant actions with the practice.


Was the PPG involved in the agreement of priority areas and the resulting action plan?


Yes. As part of our active dialogue, the PPG was fully involved in the end-to-end process with the practice.


How has the service offered to patients and carers improved as a result of the implementation of the action plan?


From a PPG perspective, the key issues revolved around access, information and responsiveness. We have noted not only incremental improvement in these areas, but just as importantly a building of momentum to drive service improvement further.


The changes to support for Carers have been transformational over the last year or so, with a material uplift in the number of carers registered, and the support available to them.


Do you have any other comments about the PPG or practice in relation to this area of work?


The work of the Highcliffe & Mudeford PPG, and its relationship with the practice, are well known to Dorset CCG. We shall continue to liaise with the CCG at both Dorset and Locality level to equip ourselves to represent and support our fellow patients in our work with the practice.











Patients can now order repeat prescriptions on line. If you wish to get involved, please download, print and complete the form below before returning it to the practice. 

Please be aware the online repeat prescription service is only available in the UK.

For more information about how you will be able to order prescriptions online, please speak to a member of the medical centre team.







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(Site updated 11/07/2015)
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