PACE Setter: Cranleigh Medical Practice, Guildford

  • Guildford and Waverley CCG
  • PACE Setter Award winner - May 2016
  • Practice contact: Dr Clare Stevens, GP Children and Young People’s Lead

Cranleigh Medical Practice undertook a multi-pronged and widespread successful patient and staff engagement exercise. The variety of ways in which they advertised to / mobilised patients to participate is innovative (including mystery shoppers) and clearly has worked.

  • CYP section on website directly related to patient input and should enhance access for these families. They have set up a CYP forum and we will be interested to hear how this develops. Involving their young receptionists in the web design is ingenious and a simple practical idea which as well as motivating them and team-building should reap results in an effective website as they can see it from both sides.
  • The practice’s team will embed high volume pathways (including on EMIS) in terms of clinical assessment as well as giving out patient advice and the clear increase in communication between health professionals is great to note. As they have noted it may be difficult to measure the impact on A&E attendances directly but there will be other impacts such as improved patient/family self-care/resilience.
  • The common non-acute conditions management and seeking to better manage referrals by optimising work up at the primary care end should enhance patient experience and sounds like an excellent idea.


  • P – YP and local community / leaders engagement, staff engagement
  • A – Dedicated section for YP website, better joined up working between professionals
  • C – Safeguarding, common non-acute conditions management, high volume pathways embedding and use of EMIS by clinicians
  • E – Patient/family self-care/resilience, upskilling clinicians, fever film on practice screens (with subtitles) for families

Dr Clare Stevens from Cranleigh Medical Practice explains mystery shoppers and other innovative methods:

Picture of child with balloons