Cheam Family Practice, Sutton, Surrey.

Patient Participation Group

Welcome to the Patient Participation Group

As Chair of the Cheam Family Practice Patient Participation Group, I am pleased to introduce and welcome you to the Patient Participation Group webpage on the CFP Website. The PPG gives our patients the opportunity to participate in and influence services within the Practice. We are a small group of patients (target number 12-15) from the Gander Green Lane and The Knoll, Cheam Surgeries, and we are planning to create a much larger ‘virtual’ on-line group to be involved in the work, who act as critical friends of the Practice.  You may have seen or completed the recent patient’s survey. We will share the information from this here on the website and on notice boards within the surgeries and will discuss the information obtained to see how we can work with the Practice to improve the services and care that it gives our patients. We can improve the things we do less well, and celebrate the things that are good, but strive to do even better.

This webpage will give us the opportunity to share with you matters of interest to patients, both those who are well and those not so well. These may be practical things like how easy and accessible the Practice is, as well as services that you would like to see available within the Practice. It will include matters specific to CFP, as well as healthcare across Sutton. The PPG does not replace the Practice complaints procedure, nor does it discuss or become involved in personal cases, but we would like to hear about lessons to be learned or your ideas for change. You will also find our terms of reference, meeting dates and meeting action notes here.

If you would like to learn more about the Group we would love to hear from you. Please ask at reception for more information, or email the Practice Manager Nick Cornish at

Michael Pitcher
Cheam Family Practice
Patient Participation Group
Feb 2019

Patient Participation Group

 If you have any suggestions for the Patient Participation Group please hand them into reception for the attention of the Practice Manager. Further information is also available on the website


Cheam Family Practice is looking for patients to sit on our Patient Participation Group.

The group is there to advise the Practice on patients’ views regarding the development of the Practice and allow the Practice to consider patients’ views when reviewing and expanding services.

By leaving your email details, we can contact you every now and again to ask you a question or two about the services that we offer.

If you are interested in being an email contact please complete the contact form and return to reception.

If you would like further information contact the Practice Manager on 020 8722 5758.

Patient Survey 2017-2018

From December 2017 to January 2018 Cheam Family Practice surveyed our patients concerning their overall perception of CFP, the ease with which patients can make appointments, and the level of care they received. Patients were asked to give a mark out of 10, with 10 being the best.

There were 37 responses and the average results were as follows:
  • Perception of CFP was 8.8
  • Ease of making appointments was 7.6
  • Level of care was 9.1.
There was a slight variation between our sites which can be attributed to differences between the buildings and the patient list sizes which mean it can be easier to obtain an appointment at Gander Green Lane and parking is more straight forward, but that the building and clinics at Cheam are slightly better. We are very grateful to those who took the time to respond and will continue to review comments (indeed whenever they are received) to improve the service we provide wherever possible.

Patients may know from a further, larger survey conducted in Autumn 2018 for that purpose, that Cheam Family Practice would like to build a brand new, larger, combined and improved surgery and are in discussions with Sutton Clinical Commissioning Group and the NHS to bring this about. While very keen that this should happen, any development is realistically a long way in the future, and we will keep patients appraised of any progress.

Patients with any queries about Patient Surveys or indeed any matters relating to the running of Cheam Family Practice are welcome to contact the Practice Manager Nick Cornish by phone on 020 8722 5758 or at

Commissioning feedback

The Patient Participation Group is concerned about what the ‘person on the street’ is saying about local healthcare, what really matters to people as patients?  What do people want to see being provided in the community? What would they like to suggest to the Clinical Commissioning Group (CCG)?

Areas to focus on; hospital care, mental health services, and providing services outside the hospital environment and in the community. What could the CCG do more locally which is still high quality but involves less travel/need to go to a hospital? Where or how could the CCG provide services more locally e.g. at GP surgeries, at Clinics, the Jubilee Health Centre, through Pharmacies etc.? How could long term conditions be managed more successfully and how could health and social care services be better integrated?

Pharmacy feedback

1. How can the Clinical Commissioning Group use the services offered by community pharmacies better (either current or potential new services) to deliver our commissioning priorities to keep patients out of hospital, out of hours care, improve access to GPs, and promote self-care?

2. How do we raise awareness of the services that Community Pharmacies offer (high street and internet pharmacies)?

Patient Participation Group Report 2014-2015

Designing Cheam Family Practice Patients' Charter

The initial idea
At a Patient Participant Group meeting last year, we discussed the idea of drafting a Patients’ Charter for the practice. Many other GP practices already have a Charter which patients and staff members can use as a starting point for understanding the standards and commitments from both the practice and patients.

What is a Patients’ Charter?
On carrying out some initial research into what might be included in our Charter, I felt it was important to understand what the Charter should include and what it was for. Patient Charters are there to outline the standards of practice for the benefit of patients (essentially the values that underpin all of our patient care and treatment); the commitments of the practice (what we can expect as a patient); and the rights and responsibilities of the patients (understanding what we need to do as patients in order that the practice can look after us effectively). This document enables all patients to get the most out of the practice.

How was it designed?
After looking at Charters from other healthcare practices and developing an understanding of the values for the running of Cheam Family Practice, I put together an initial draft of what I felt was important for inclusion in the Charter. These ideas were discussed at our Patient Participant Group, where representatives made suggestions for improvements and inclusions. The Charter which the patient group felt best reflected the needs of both the patients and the partners was then finalised and sent to the Partners for consideration and formal approval.

What’s in the Charter and where can I find it?
The Charter outlines the Practice Aims and the Practice Commitment to Patients. It also notes that the Practice promises to try its very best for patients at all times. The document also lists the expectations of patients; including the need to respect the staff, provide updates to personal information, and be mindful of timekeeping for attending and cancelling appointments (we felt this was of particular importance as we know that sometimes it is difficult to get an appointment). The document also encourages patients to provide feedback on improvements that could be made by the practice. You can find a copy of the full Charter on the website and in waiting areas.

Future Use of the Charter
The Charter provides a baseline of what we can expect from the practice and what we, as patients, need to take responsibility for. Whilst it is in no way an exhaustive list of responsibilities and expectations, it does provide a picture of the values that underpin the practice. It can be used as a useful starting point for any discussions that you might have with members of staff, and can also be used by the practice to remind us of our responsibilities as patients.

Patient Charter

Our Practice Aims:
  • To give patients and staff the highest standard of service and care.
  • To work together with other agencies in order to look after the whole person. 
  • To have a say in NHS decision-making in order to improve the health care that our patients need as local structures allow.
  • To run our practice smoothly and efficiently.
Our Commitment to You:
  • We aim to provide a personal, friendly and confidential service to our patients. 
  • We will treat all patients equally with courtesy, dignity and respect. 
  • We will make every effort to ensure that you see your preferred GP as appointments allow.
  • We aim to keep patients informed of our services, their rights and any other information which directly affects health treatment. 
  • We operate a practice complaints procedure which is confidential and will be used to improve the quality and delivery of our service to you. 
  • We welcome and consider all feedback from patients on our services. 
We promise to try our very best for all our patients at all times.
    In Return we expect you to:
    • Treat all our staff with courtesy and respect at all times.
    • Be on time for appointments and recognise the need usually to rebook if you are late.
    • Be responsible for cancelling unneeded appointments - preferably with at least 24 hours’ notice, where possible.
    • Let us know if there are any changes to your personal information or health.
    • Let us know if you feel there are things that we can improve.

    Our staff have the right to be treated with respect. We do not expect and will not accept violent, abusive or intimidating language or behaviour.