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Spring Newsletter 2025
Welcome to our Patient Newsletter
This newsletter is here to keep you informed about what’s happening at the practice – from health tips and service updates, changes at the surgery or ways to get involved.
This newsletter is designed to highlight matters of interest to our patients, including seasonal health advice, new services and opportunities to give feedback or join our patient participation group. We hope you find it useful and enjoy reading it!
Meet the team and staff updates
New Clinical Staff Member
Dr Rachel Farrer
- Primary Qualifications: MBBS BSc MRCGP
- Special Interests: Child Health and Palliative Care
“I graduated from Imperial College London School of Medicine in 2018 and completed my GP training in Maidstone & Tunbridge in 2024. I now work with the Tunbridge Wells PCN, running clinics in GP Surgeries across the area. Most of my work involves seeing patients with on-the-day problems, but I also have a regular clinic for patients at The Wells Medical Practice on Tuesday Mornings.
Outside of work, I love heading up to London to catch a show at the theatre and spending time with my dog.”
Welcome Back Dr Wood and Thank you and Farewell to Dr Seema Malvankar
We warmly welcome back Dr Anna wood, who will be returning from Maternity Leave on week commencing 2nd June. We’re delighted to have her back with us working on Monday, Tuesdays and Thursdays.
As Dr Wood returns, we do unfortunately have to say farewell to Dr Seema Malvankar, whose last day with us will be on 27th May.
We’d like to say a big thank you to Seema for all her hard work and support over the past few months. She has been a wonderful part of the team, and we’re incredibly grateful for everything she’s done. We wish her all the best for the future and hope to work together again.
Introducing two staff members
In each edition, we’ll introduce you to members of our team so you can get to know the friendly faces behind the scenes.
Name & Role: Fatima, Health Care Assistant
Background: “Before joining healthcare, I worked admin/reception on cruise ships and tutoring for a diplomatic family in Belgium, to being a hotel manager and doing humanitarian work during the Congo Revolution. I’ve also worked as a support teacher in
Portugal and eventually started my healthcare journey at Pembury Hospital on the Paediatrics ward, where I was trained in taking bloods and running clinics. I’ve always loved connecting with people – it’s the best part of my job!"
Fun Fact: "I once went to a fancy shop opening in Faro and spent a whole minute chatting to a mirror, thinking it was someone else—everyone around was staring and laughing!”
Name & Role: Shirley, Post & Prescription Administrator
Background: “Before I started my Admin Job, I worked in a pharmacy for 13 years, so I have a lot of experience with the medication side of things and it has really helped when I work on Prescriptions. I really enjoy all aspects of my job in Admin and enjoying helping people out as
much as I can. I also enjoy being part of a friendly team who are always willing to help out when you need it. "
Fun Fact: "I once trained a guide dog puppy called Nelson, he passed his training and went off to live with his new owner. It was an amazing experience and I would not change it for the world, but it was so upsetting when I had to give him up that I never did another one. I now
sponsor one every year instead!”
Spotlight on our Apprentices
The practice supports apprenticeships by providing hands-on training and mentorship in a real healthcare setting.
We currently have three apprentices, Rhianna, Izzy and Isla, who are working across the Reception and Admin team. Between them, they are learning a wide range of essential key skills, which can include the handling of post, processing prescriptions and supporting reception tasks such as greeting patients and managing appointments. This experience will offer our apprentices a solid foundation in administrative and patient-facing work – skills that will be valuable in any future career in healthcare or office administration.
They are currently completing:
- Business Administrator Apprenticeship Level 3
- Customer Service Specialist Apprenticeship Level 3
- Customer Service Specialist Apprenticeship Level 2
Their contribution is invaluable, and we’re proud of their growth.
Anima Update & Survey Result
Anima Figures
18,042 patients registered with Anima
An increase of 1,586 since Oct 24
853 appointments offered via Anima
In the last 30 days. (Average of 43 per working day)
Survey Results – Thank you
A huge thank you to everyone who took the time to complete our recent patient survey. We really appreciate your feedback – it plays a vital role in helping us improve the services we provide.
We’re currently reviewing the survey results in detail and looking closely at any areas where we can do better. Many of you shared a positive experience using Anima, highlighting how easy and practical it is to book appointments. At the same time, some concerns were raised – such as the setup process, the length of questions, and the desire for more options to speak to someone directly.
We’re also considering whether to carry out a wider Primary Care Network (PCN) – level survey focusing on Anima. This would allow us to see how we compare with neighbouring practices. However, as every practice operates differently, we are currently assessing whether this would be a fair and useful approach.
Some questions were posed during the survey process, these have been answered below:
Where can patients find the Anima link? Is it from the Practice website or the NHS app or both?
Anima can be accessed via a link or banner on our practice website. You do not need to download any programs to login to your Anima account
If the patient was having difficulties to book an appointment, would the receptionist be able to book an appointment for them?
If you have submitted an Anima and been requested to book an appointment, but are having difficulty doing so, a receptionist can book this for you without submitting a new request. If an Anima hasn’t been submitted, this will need to be completed either by the patient or a receptionist if the patient is unable to do this themselves.
How long do patients have to fill out the Anima before it closes automatically?
30 minutes is the default setting, but this can be extended by going to your settings.
Do patients tend to get phone calls regarding their test results?
No, we ask that patients follow-up on their results, either by contacting the practice or checking on your NHS-app.
How does the patient request their repeat prescription? Is there a limit on how early they can request before the medication runs out?
We request that you request your medication one week prior running out. Requests can be made via the NHS app, submitting a paper request, via our website, using a third-party provider such as Pharmacy 1st, or emailing us. We do not currently take repeat prescription requests via Anima, however this will be an addition in the future.
One You Kent
There is a free service available called One You Kent which offers advice and support with:
- Losing weight
- Quitting smoking
- Getting more active
- Improving general wellbeing
Their services can be accessed via self-referral or through your GP.
One Visit the One You Kent for more details and to self-refer
What to do when the surgery is closed
If we’re closed due to bank holidays, weekends or protected learning afternoons;
- Call NHS 111 or visit 111.nhs.uk for advice and redirection
- Visit a local Urgent Treatment Centre (UTC) or Walk-in Clinic for minor illnesses or injuries. Nearby options include:
- Tunbridge Wells Hospital UTC: located in Tunbridge Wells Hospital A&E, TN2 4QJ
- Sevenoaks UTC: Sevenoaks Hospital, Hospital Road, Sevenoaks, TN13 3PG
- Maidstone Hospital UTC: Located in Maidstone Hospital A&E, Hermitage Lane, Maidstone ME16 9QQ
- Crowborough Minor Injury Unit: Crowborough War Memorial Hospital, Southview Road, Crowborough, TN4 1HB
- You can also speak with a Pharmacist for minor health concerns
- For serious emergencies, call 999 or go to your nearest A&E
Please always check our website or voicemail for up-to-date information.
How to share your feedback
We want to hear from you! If you have any comments or suggestions about the practice, feel free to share them. You don’t have to join the PPG to have your say.
Simply complete our online form
Join our PPG
Would you like to have a say in how the practice runs and help shape future services? Join our Patient Participation Group (PPG)!
The PPG is a group of patients who meet regularly with practice staff to share feedback, suggest improvements, and support patient involvement.
You don’t need any special experience—just an interest in helping your local surgery and being a voice for fellow patients.
Published: Apr 24, 2025