The KMPCTH and the Integrated Care Board (ICB) work together to create and share useful resources to support Primary Care Networks (PCNs), practices and the patient population, and are happy to share communication and engagement resources relevant to general practice, to help multi-professional teams to effectively communicate with patients.

General Practice Communication and Engagement Toolkit

The Communications and Engagement Toolkit contains a variety of materials, that can be used across the practice’s communication channels (including social media, posters in waiting areas and practice websites), to keep patients informed and answer some queries and issues.

Local Case Studies

One of the best ways to tell a positive story – and certainly the best way to explain to the public – is to have a case study, from a patient’s perspective, which highlights the benefits, changes and impacts a service has on the people it is designed to help. Find tips on writing your own case study under ‘Telling your story’.

Across Kent and Medway, PCN and practice teams are working collaboratively and innovatively to improve health and wellbeing outcomes for their patient populations.

Find some case studies below.

Engaging with the local community in Margate

“Community engagement is not just about running events. It is about mapping your patient population, knowing who they are and how they communicate and using this to understand any barriers. The only way we find out about these things is by people telling us and that’s why engagement is important” -Lorna Young, PCN Manager, Margate & Mocketts Wood PCN

Margate and Mocketts Wood Primary Care Network (PCN) held a spring event for families living locally with the aim to promote good health and wellbeing within the community. Local organisations and charities were in attendance, such as Kent Fire and Rescue, Save the Children, health visiting and child immunisation teams from Kent Community Health Foundation Trust and Skip2bfit.

Outreach Social Prescribers, who can speak different languages, went along to speak with local people about accessing healthcare services, aligning with the PCN’s aim to improve both GP access and building stronger links with the community.

The area that the PCN covers has high levels of deprivation, with many more difficult to engage groups – some of whom do not speak English as their first language. The PCN want to improve their visibility within these communities and break down the barriers that are stopping people from seeking medical help and visiting their general practice.

The team regularly run coffee mornings as well as holding several in-person events during the year to promote good health and wellbeing and maintain relationships with people in the community. The engagement has proved successful in many ways; those with long term conditions such as diabetes are able to meet with clinical teams face-to-face to discuss treatment and the PCN has been able to book 28 cervical screening appointments for patients who have never had one.

Listening and speaking to people in different ways and settings has proved worthwhile and has meant that the PCN can adapt its services to best meet the needs of their patient population and build a trust and relationships.

For further information and guidance on engaging with your local communities, read our engagement toolkit here.

Digital transformation

Folkstone, Hythe, Rural PCN – PCN Hub Operating Model

Due to workforce capacity issues, various pressures on practices and online consultation activity increasing, the PCN built a PCN Hub Operating Model to streamline the online consultation process. The model encouraged collaborative working between practices and improved the way patient requests and appointments were organised across the PCN.

Improving patient experience

Maritime Health Partnership – Improving referrals to CPCS

MHP identified the need for patients to be educated about the Pharmacy CPCS Referral routes available to them in order to give them the tools they need, which aims to support them to manage their routine medical needs by discussing their symptoms with a Pharmacist and using over the counter medications to combat their symptoms for a safe period of time.

Medway South PCN – Improving Children’s Mental Health

Three Children and Young Peoples Social Prescribing Link Workers were employed by the PCN. A programme was created to facilitate a series of workshops at a local hub, for young people over the summer holidays, to support children and young people with their self-esteem, anxiety and stress.

Whitstable Medical Practice – Menopause Group Consultations

The aim was to improve access to professional advice and to enable and empower women to discuss their menopause issues and concerns in a supportive and safe environment. Clinical staff who had a general interest & knowledge in women’s health attended courses on menopause & HRT. Then women who wished to have a menopause appointment to join a group consultation.

Whitstable Medical Practice – Same Day Hub

A Same Day Hub service was built in order to improve access for patients, streamline care to the most appropriate Healthcare professional; with morning calls triaged, and acute/on the day presentations added to a same day hub list. Patients are contacted and face to face appointments are provided in the same morning if needed.

Health inequalities

Malling PCN Health Inequalities Team – Health Inequalities Projects

The Primary Care Network searched and targeted specific groups in the community. They used an old, reworked ambulance to provide health checks in the community and worked with external and health organisations to provide treatment, support and resources to support hard to reach groups.

West Kent Health Care Partnership – Shepway Community Larder

The project began as an attempt by Health Care Partnership partners to work in the most deprived area within the locality, they focussed on the needs of people with the worst health in the area: Park Wood and Shepway. The larder is unlike a foodbank in that a minimal charge is made for food, aimed at preserving the pride of the people seeking support.

Sevenoaks PCN – Health Inequalities Projects

The team designed and ran several projects to tackle deprivation and health inequalities, build community cohesion and improve health outcomes for specific areas in their locality. These projects were: Health & Wellbeing Coaches, Sevenoaks Social Kitchen, Children’s Mental Health, Parent’s Mental Health, Children’s Healthy Lifestyles, Young Carers and Care Coordinators.

Integrated care

Tonbridge PCN – Tonbridge Integrated Frailty Home Visiting Team

Tonbridge Primary Care Network focussed on creating an integrated neighbourhood team, working between their PCN and local KCHFT teams, to improve the care of patients with frailty. Aims included: improving response times, access to face-to-face clinical assessment for housebound patients and increased team working.


Ashford Rural PCN – Education Project

The Primary Care Network set up a workforce education project to provide training acrossfour practices. The project included education for all members of the multidisciplinary workforce, such as: Friday education sessions, tutorials led by in-house clinicians in their area of expertise, Clinical Supervision and peer education sessions.

Sellindge Surgery – Health and Wellbeing Programme

To improve health and wellbeing amongst staff, the practice introduced various changes to improve morale, recognise & acknowledge achievements, and provide a supportive environment. Examples of the changes implemented are: 6 monthly staff surveys, a health and wellbeing board, walking groups and social events.

The College Practice – Staff Wellbeing

Due to low morale amongst staff members, the practice’s health and wellbeing team members wanted to create an environment where staff felt valued, respected and able to flourish. They have introduced a tuck shop, wellbeing walks and organised family days and staff events.