PACE Setter: Pulborough Medical Group, Pulborough

PMG undertook some a significant piece of engagement with a GP undertaking in-depth telephone interviews (five hours in total) with over 60 patients/families. This will have allowed a different level of probing of the issues and helped confirm that the further educational initiatives planned with receptionists to consolidate practice is in line with the engagement feedback. This design/planning by the practice team crucially informed by engagement is exactly what the PACE Setter Award encourages and is laudable.

Accessing services - improving the online information aimed specifically at their young people as raised by the engagement activity. Their start point was to prepare a video to inform younger patients about the practice (see "introductory video" below) with a view to a sister website containing information specific to  young people. PMG commented “ that it was enlightening to see the building from a young person point of view.”


  • P – Listening to families; 1:1 interviews; staff engagement
  • A – Online video about PMG practice for younger patients; dedicated website section for young people: big red button installed;
  • C – Safeguarding; fever pathway embedded in clinical practice
  • E – Non-clinical (receptionists) education event around assessment and triage using RAG status; change in culture / team building at the practice (whole team) for management of young people

Key words: Big red button; patient and whole team engagement; listening to families; receptionists training; fever pathway embedded

Dr Nikki Tooley from Pulborough Medical Group showcasing their introduction video to the practice for young people:

Pulborough Medical Group's introductory video

Dr Nikki Tooley from Pulborough Medical Group explaining the receptionists’ red/amber/green workshop to increase safety and confidence at the front line:

Picture of child with balloons