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About the Surgery
Welcome to Portland Road Practice
The practice has been in the Holland Park area for over 40 years initially established by Dr Martin Johnson(dec). In 1995 it moved form Holland Park Avenue to state of the art premises in Portland Road and became known as the Portland Road Practice under the partnership of Dr Krystyna Soboniewska and Dr Diane Watson. Following Dr Soboniewska's retirement in 2001, Dr Liam Topham joined the practice. The partnership further expanded in 2007 with Mrs Yvonne Fraser joining as the managing partner. Following Dr Watson's retirement in 2021, Dr Laura Ferro De Reynolds and Dr Shirley Mak joined Dr Topham as partners.
We now serve over 9000 patients in the Notting Hill, Kensington and Shepherds Bush areas; the practice clientele includes a cross-section of socio-economic and ethnic groups reflecting the vibrant cosmopolitan mix of the area.
During the past five years and in comparison with many other health providers the practice has experienced a period of considerable change and rapid growth. Currently, the clinical team includes 5 doctors, a GP Registrar, 2 FY2 Trainee doctors two nurse, a Physicians Associate, 2 health care assistants, 2 pharmacists, and a social prescriber.
Find out your rights and responsibilities as a patient
Improving access to your GP practice
West-Hill Health PCN and our practice as a member are committed to making it easier for patients to access the right care, at the right time, in the right way.
Over the past year, practices across our Primary Care Network have worked together to improve access, strengthen continuity of care and offer more flexible ways for patients to contact us. We will continue building on this work throughout the coming year.
What we have been working on
Improving phone access
- Regular monitoring of phone systems and call data to help reduce waiting times
- Ongoing reviews to improve how quickly calls are answered
- Monthly reporting across practices to support continuous improvement
Improving online appointments (PATCHS)
- Standardised processes introduced across practices
- Online consultation requests reviewed at least 3 times daily
- At least 90% of clinical requests responded to within 1 working day
- At least 90% of non-clinical requests responded to within 3 working days
- Improved safety-netting and clearer processes for managing requests
NHS app and Digital services
- Increased appointment availability through the NHS App, including some weekend NHS App slots at St Charle’s Hub
- Promotion of the NHS App through websites, SMS messages, reception teams and phone messaging
- More ways for patients to:
- Book appointments
- Request help online
- Manage parts of their healthcare digitally
Patient engagement and feedback
- Delivered a PCN-wide patient engagement programme focused on improving access
- Worked closely with Patient Participation Groups (PPGs)
- Co-produced a patient access survey with patients to help shape improvements
- Continued paitent engagement activities across practices
Listening to patient feedback
- Successfully delivered a patient survey across all PCN practices
- Feedback used to:
- Identify areas where access could improve
- Better understand patient experience and barriers to access
- Help guide future improvements
Continuity of care
- Continued focus on supporting patients with complex or ongoing health needs
- Named care teams introduced for some high-risk patients
- Improved coordination between GPs, nurses and other healthcare professionals
- Continued work to strengthen care planning and multidisciplinary support
Faster and more flexible access
- Improved care navigation to help patients access the most appropriate service first time
- Increased use of multidisciplinary teams to improve appointment availability
- Patients able to contact practices in different ways:
- By phone
- Online consultation
- NHS App
- In person
Continuous improvement across the PCN
- Regular audits and reviews carried out across practices to improve quality and access
- Shared learning between practices to support consistent improvements
- Use of data and patient feedback to help identify priorities and improve services
Our commitment to you
- We are proud of the progress made across our Primary Care Network and remain committed to continuing this work.
- Over the next year, we will continue to:
- Improve access to care
- Offer more flexible ways to contact practices
- Use patient feedback to shape services
- Strengthen continuity and coordinated care
- Continue improving patient experience across all practices