Welcome to Orchard Family Practice

We are a friendly team of professionals who have deep roots in the community, and we have looked after the great majority of our patients for a considerable time.

We aim to provide a high standard of medical care in a friendly and professional manner. 

We hope our website will provide you with all the information you need.  Please feel free to browse using the navigation at the top or click on the tiles on the right.

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OUR PRACTICE CHARTER

In line with NHS England’s guidance on what patients should expect from their GP surgery,  a Practice Charter has been developed that outlines both the standards of care we aim to provide and the ongoing challenges we face in delivering these services.

We are committed to offering the best possible care for our patients, and we appreciate your continued support and understanding as we work through the pressures facing general practice.

Thank you for bearing with us.

Our Practice Charter

NHS England » You and your general practice – English

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E-consult

E- CONSULT IS OPEN FROM 0800-1830  MONDAY – FRIDAY.

PLEASE USE THIS FOR ADMINISTRATIVE QUERIES AND URGENT MEDICAL ASSISTANCE, IF YOU NEED SAME DAY HELP, WHERE YOUR SYMPTOMS WILL BE TRIAGED AND DEALT WITH BY THE ON CALL CLINICAL TEAM. THIS COULD BE A GP, ADVANCED CLINICAL PRACTITIONER, PARAMEDIC OR CLINICAL PHARMACIST.

IF YOU HAVE NO ACCESS TO E-CONSULT PLEASE RING THE SURGERY AND THE RECEPTIONIST WILL ADVISE YOU ACCORDINGLY.

PLEASE BE AWARE THE URGENT SERVICE WILL BE SUSPENDED WHEN WE REACH OUR SAFE CAPACITY.

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PNG (PATIENT NEED GROUP)

Understanding Your Patient Need Group (PNG)

Orchard Family Practice is introducing a new system to help us provide you with the right care at the right time. It is called the Johns Hopkins Adjusted Clinical Groups (ACG®) System, which groups patients into Patient Need Groups (PNGs).

What is a PNG Score and Why is it Used?

A PNG score is a simple, clinically relevant way for us to categorise your specific health needs based on the information we already hold in your medical records. In Kent and Medway ICB, we use a well-tested set of 11 segments/groups based on research by Johns Hopkins University. When we do this for all groups we get healthier people and a healthier population.

The main goal is to improve your care by:

1. Ensuring you see the right person: Matching your health needs to the most appropriate member of our team (e.g., a GP, Practice Nurse, or Healthcare Assistant).
2. Tailoring your appointments: Better planning scheduled and unscheduled care, so patients with more complex needs can get the time and support they require.
3. Proactive Care: Identifying patients with complex needs earlier in the year so their treatment can be reviewed and optimised before busy periods like winter.

How is My Score Determined?

The system analyses factors such as the number of long-term health conditions you have and how severe those conditions are. You will receive a score from 1 to 11.  For easier understanding, these 11 scores are divided into three groups, using a simple traffic light system:

Where Will I See My Score?

Your PNG score can be viewed by your clinical team through General Practice clinical system.

You may also notice a reference to a “segmentation” or “ACG system score” in your NHS App (note the final implementation may be slightly different from that shown).

Please note:

We understand that some patients may be surprised by the group they have been assigned and may want to know more. Please note that PNGs are generated automatically using information already in your health record. They are not individually selected by your GP. They are an additional supporting tool that help healthcare professionals better understand your needs and help to make decisions about your care. If you have any concerns or would like to discuss your PNG, please speak with your clinician at your next appointment.

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PHARMACIES REQUESTING PRESCRIPTIONS FOR PATIENTS

We would like to remind patients that with effect from the 3rd February 2025, we will no longer be accepting prescription requests from pharmacies for the majority of our patients.  Prescriptions can be ordered via one of the online apps, ie NHS App, MyGP or Patient Access.  We will also accept prescriptions via email and/or you can use the repeat slip and drop it into the surgery.

Thank you for your understanding.

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PLT MEETING

The Surgery will close at 12.00 pm on Tuesday 10th February 2026 for essential training and development. Our normal opening and closing times are 8.00 am to 6.30 pm Monday to Friday. If you have an urgent medical problem which cannot wait until we reopen, please contact NHS 111. This is a free service. If your call is a medical emergency or potentially life threatening, please call 999 or go to your local Accident and Emergency Service. If you want to book an appointment at the Surgery, please telephone when we re-open at 8.00 am the following morning.   The NHS Medway ICB actively supports developing general practice to improve the care of our patients.

For future PLT dates, please click on the red tile called “Surgery Closures –  PLT training dates” on the right hand side.

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New free app to help patients wait less for urgent NHS care

Patients in Kent and Medway are now able to use an app to view waiting times at our urgent treatment centres (UTCs) and minor injury units (MIUs).

Please note this is for minor non-life threatening injuries.  The app is for adults only and anyone seeking help for a child under 16 must call NHS 111.
  
It displays the number of people who are waiting, the waiting times, along with travel information and opening times, as well as problems that they can help.

For more information, click on the link below:

https://www.kentandmedway.icb.nhs.uk/news-and-events/news/new-free-app-help-patients-wait-less-urgent-nhs-care

Latest News

Posted on November 27th, 2025

Understanding Your Patient Need Group (PNG) Orchard Family Practice is introducing a new system to help us provide you with […]

Posted on September 29th, 2025

Please see the attached link regarding our Practice Charter. Our Practice Charter

Posted on November 18th, 2024

FROM THE 3rd February 2025 WE WILL NOT BE TAKING PRESCRIPTION REQUESTS FROM PHARMACIES. From the 3rd February 2025 we […]

Posted on July 1st, 2024

Following our patient consultation regarding the closure of our phone lines  between 12.00 pm – 1.30 pm, we are pleased […]