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Difficulty creating an Anima account
No account needed! You can now submit requests by simply entering your details—no sign-up required.
Wanted an easier way to check or cancel appointments
Just call us anytime! Our phone lines are open 24/7 to check appointments and cancellations.
Long wait times on the phone
We’ve added queue position updates and a call-back option so you don’t have to wait on hold.
Hard to get GP appointment
We introduced a triage system to ensure you’re seen by the right healthcare professional as quickly as possible.
Wait in the queue to check in for the appointment
Self check-in screen is now available. No need to wait in the queue to see receptionist.
Requested MSK appointments in Pembury
MSK clinic now runs every Wednesday at Waterfield.
PPG suggested a quarterly newsletter
Done! You can now find PPG-Surgery newsletter in print, on our Facebook page, and on our website.
Didn’t receive a cervical screening test reminder
We now send SMS reminders and mention overdue reviews during calls or appointments.
Website was hard to navigate
We launched a new, user-friendly website and regularly update our Facebook page and newsletter with key info.
Needed help using digital tools
We partnered with the Kent Digital team to support patients with the NHS App and Anima.
Trouble accessing the car park using the postcode
We added clear signage on Henwood Green Road to guide vehicles to the correct entrance.
Can’t call during working hours, what can I do?
You can now submit online consultations. If you don’t have internet access, our staff can help you complete the form.
Some of our text messages felt impersonal or rude
We’re sorry if any of our messages came across that way. We’ve reviewed and updated those text templates to ensure they’re clearer and more respectful in tone.