Primary care services are explained by NHS England (NHSE) as: 

“The first point of contact in the healthcare system, acting as the 'front door' of the NHS. Primary care includes general practice, community pharmacy, dental, and optometry (eye health) services.”

Primary care transformation strategy

We have developed a primary care transformation strategy which includes the priorities set out by the national primary care recovery plan as well as those defined in the  integrated care system strategy.

There are four services which make up primary care and they are:

  • general practice
  • community pharmacy
  • dentistry
  • optometry (eye health).

What we did

Over the summer of 2023, we gathered views and experiences of people using these four services. 

We heard from over 500 people across Kent and Medway through surveys and two online meetings. 

As a result we developed a primary care strategy which includes the priorities set out by the national primary care recovery plan. 

What we heard

People want a service which they can access when they need to, that's in the right place for them and where they can receive the treatment they need.

The other points raised were:

Modern general practice

  • Improved access - all GP Practices across Kent and Medway to have consistent appointment service available, including the ability to make an appointment by phone and face-to-face.
  • GP practice websites - up-to-date information, easy to follow and accessible for all patients including a facility for translation and sight and hearing impairment.
  • Digital technology - use of the same technology across all Kent and Medway GP Practices (NHS app, econsult, repeat prescriptions), communicate and educate patients on how to use the technology available.
  • Patient participation groups - to be embedded within each Kent and Medway primary care network (PCN) or GP practice. Empower the members by offering training to become champions to support and educate patients on digital technology and how to access services.
  • Empowering patients - communicate with and educate patients to support and monitor their own health and wellbeing. Educate them to understand how to access health care at the right time, see the appropriate clinician and monitor their medication by using the NHS app and accessing community pharmacies for support.

Community pharmacy

  • Improved access - all pharmacies across Kent and Medway to have longer opening hours, including out of normal working hours. Find a system to manage the long queues and to know when prescriptions are available e.g. online booking system.
  • Prescription services - increase the stock of medications or develop a system for patients to be able to see if their medication is in stock and where available.
  • Workforce - increase the number of trained staff to manage the long queues and to have the time and opportunity to give advice to patients when needed, including the ability to access to patients records when required.
  • Pharmacy - improve consultation spaces to allow pharmacy workforce to carry out one-to-one consultations privately.
  • Communication - all community pharmacies across Kent and Medway to promote the services they offer.

Optometry

  • Improved access - all optometrists across Kent and Medway to have an appointment service which is easily accessible and regular. appointments available when a patient needs.
  • Communication - provide clear, understandable information to patients about their treatment and follow up appointments.
  • Financial support - promote the financial support patients are eligible for and make the criteria widely available.

Dentistry

  • Improved access - increase the number of NHS appointments and NHS dentists across Kent and Medway.
  • Financial support - due to the cost-of-living crisis, offer financial support for urgent or emergency treatment for those who aren't registered with a dentist or unable to get an NHS appointment.
  • Communication - promote and publicise widely across Kent and Medway the exemption certificate and who is eligible.

Next steps

NHS Kent and Medway has now published a five year primary care strategy, taking into account all that was heard. It is now working on delivery plans to support the strategy and turn it into actions over the next five years.