Roseworth Surgery Patient Participation Report ... - Easygp.net

Roseworth Surgery 

Patient Participation Report 

Practice Patient Group 

The Practice had an established patient group since 2008. In the last year the practice has 

sought to expand the number of patients in the group to ensure that it is representative of 

the Practice population. 

During the year we did the following to recruit new members to our patient group: 

 

 

 

 

 

 

Displayed recruitment Posters in the Surgery. 

Displayed messages on our Patient self check in screen 

By giving patients the opportunity to sign up for the Group on Practice Website and 

CCG website. 

Actively had GPs, Practice Nurses and the Reception team inviting patients to become 

involved and handing out questionnaires. 

Practice manager recruiting patients in the waiting room to actively reach different 

patients groups, baby clinic, diabetic clinic, INR clinic. 

Included Questionnaires with repeat prescriptions & QOF reminder letters. 

We then sent welcome letters to those patients who expressed an interest in joining our 

group – either virtually or by joining practice meetings and game them a selection of topics 

to choose from that they felt may need further discussion. 

We provided training for our admin team around the PPG DES & emphasized the 

importance of patient and public involvement in the shaping & improvement of the 

practice, this was delivered in December 2011. 

Activity to engage under‐represented groups. 

We recognised that our Group isn’t fully representative of our Practice patient population. 

In particular, we would like to hear the views of young people, working age adults, patients 

from black and minority ethnic communities and new migrant communities. 

We have actively attempted to reach young people by sending letters & PPG sign up forms, 

whist also recruiting staff to approach them and invite them to join – this helped increase 

sign up figures to 10% of the total PPG. 

We have also worked with other Practices and the Newcastle Bridges Clinical 

Commissioning Group to start to do this. 

We have learned from Prospect Medical Group who worked with West End Youth Enquiry 

Service to engage young people in the Practice. We have also listened to the views 

expressed by young people in the recently published Local Involvement Network [LINk] 

report “Our Health, Our Voice” we have been working with our CCG Child Health Lead GP, 

Dr David Jones, Local Authority Education Welfare Team, WEYES and Streetwise to work

with young people across all of our Practices. Denton Turret Medical Group has also been 

working with Excelsior Academy to ask pupils how they would wish to have their voices 

heard. 

This early work, particularly with Excelsior Academy, young people told us that they didn’t 

yet feel confident to visit the practice that they are registered with. Excelsior Academy is 

therefore helping us establish three young people’s panels as a first step. These panels will 

help young people shape the suggested approach to their engagement, as set out below. 

We are confident that following this, we will be able to better engage with young people at 

a Practice level. 

We plan to develop how we work with young people by: 

 

 

 

 

Inviting them to attend a forum meeting designed only for younger people where we 

will be able to ask them what they want to know about Primary care and how they 

want to work with us. 

Attend all meeting surrounding this topic arranges by the CCG. 

Ensure the staff continue to invite younger people to our forum. 

Make the practice more inviting to young people. 

With the support of the Health and Race Equality Forum, we have worked with other 

Practices and Newcastle Bridges Clinical Commissioning Group to ask voluntary and 

community sector organisations to help us work with those communities who we find 

difficult to engage with and listen to. 

On 22 nd February, we held a meeting to look at how we can best do this. We invited: 

 

 

 

 

 

 

 

 

 

 

 

 

 

African Women’s Support Network 

Angelou Centre, 

Carers Centre Newcastle 

Deaflink, 

HAREF (Health and Race Equality Forum) 

MESMAC 

North of Tyne Islamic Scholars Health Forum 

Riverside Community Health Project 

Search Project 

Sikh community 

West End Befrienders 

West End Women and Girls Centre 

WEYES (West End Youth Enquiry Service) 

This was the first time we had met and we discussed need to find appropriate ways of 

building links with all members of our communities. We will meet again in April to plan 

work for 2012.

Our staff also attended a Deaf Awareness Training at the timeout event in September 2011 

and January 2012. 

Patient survey 

The Practice has carried out Patient surveys for the last 2 years and has used these together 

with information from the national GP survey, complaints, and practice priorities to 

develop a practice improvement plan. 

Examples of issues raised by patients that the practice has acted on are; 

‣Baby changing unit was requested – it was installed in the practice 2 months 

later. 

‣Patients were asking if the surgery could be updated and improved – we 

designed a new modern reception desk & decoration of the building 

commenced in November 2011 and is still ongoing. 

‣Patients were complaining that doctors were running late – we increased our 

appointment times to 15 minutes. 

‣New mums were complaining that baby clinic waiting times were 

unacceptable – we implemented an appointment system to streamline the 

clinic and reduce the waiting time. 

‣Patients expressed a interest to have the television removed from waiting 

room (annoying) – it has been turned off and light music introduced. 

We contacted PPG members by letter & e mail and asked them to identify those areas that 

this year’s survey should focus on. This was discussed at the PPG meeting held on 

22.11.2011. It was agreed that the following issues should be included in the survey 

concerning the Practice: 

‣Waiting for an appointment 

‣Satisfaction with consultations 

‣Satisfaction regarding services provided 

‣Opening hours 

‣Phoning the surgery 

‣Accessing OOH 

‣Referrals into secondary care 

‣Teaching students in the Practice 

The issues added into the survey concerning the Consortia, was care around: 

‣COPD 

‣Diabetes 

‣Mental Health 

‣Oseteoporosis 

‣Heart Failure

‣Womans health 

‣Care of the Elderly 

‣Cancer 

‣Access to services 

We prepared and distributed a Practice survey in December 2011. A total of 90 surveys 

were circulated and 56 completed. 

We made the survey available by: 

Sending out to patient with a self addressed envelope to return. 

Having the survey on the Practice Website. 

Sending by email using the distribution group 

GPs, Practice Nurses and the reception team asking patients to fill in the survey. 

Reception Team members sitting in clinics – e.g. baby clinic ‐ to encourage patients to 

complete questionnaires. 

Including surveys with repeat prescriptions. 

Response to the survey. 

The survey showed that patients were very happy with the services provided by the 

Practice. However, a few patients identified the following issues: 

‣The waiting time to see a named GP was to long. 

‣Lack of newsletter‐ it was suggested that it would be beneficial to have one as we 

did in the past to advising patients of changes to services etc. 

‣Online appointments for the GP Partners to be available 

‣Car Park access ‐ poor 

These points were discussed with the Practice Patient Group at its meeting on 21.02.2012 

and for those who did not attend we contacted them by post or email asking for ideas on 

how these areas could be improved. 

Your suggestions on how to improve the above areas were; 

‣Increase access with named GP’s Dr S Turley & Dr AC Burdon 

‣Introduce a quarterly newsletter – with PPG input 

‣Introduce online appointments for the partners 

After speaking to the partners it was been decided that both Dr AC Burdon & Dr S Turley 

will have more appointments made available when duty doctor of the day, this will 

commence 26.03.2012 

It was also agreed that a Quarterly newsletter will be implemented starting 01.05.2012 

We will be also implement, on line bookable appointments for the partners, this should be 

in place for May 2012.

Unfortunately we have no car parking facilities; therefore, we have no control over access. 

Involvement of our patients with the Newcastle Bridges Clinical Commissioning Group 

Our PPG members were invited to be involved in an emerging Newcastle Bridges Clinical 

Commissioning Group [CCG] Patient Forum. The aims of this forum are to allow patients to 

work with the CCG to inform how it will shape future healthcare and to allow PPGs to meet 

each other and share what they do. 

The first of these meeting was held on 26 th January 2012. Both the Practice manager and 2 

members of Roseworth were able to attend. This gave the PPGs the opportunity to advise 

the CCG on the development of its first Commissioning Plan. PPG members received a 

presentation on the CCG and the emerging plan priorities, and had the opportunity to 

discuss the proposed projects so that they could give a view as to whether this project 

should go ahead as planned, be amended or removed as a priority. Patient views were 

reported to the CCG Board on 14 th February and used to inform the final Locality 

Commissioning Plan. The meeting also gave the opportunity for PPG members to decide 

how they wanted to work together in the future. PPGs agreed that they would like to meet 

together/with the CCG o a quarterly basis with the next meeting planned for 3 May 2012. 

Next Steps. 

We will continue to gain feedback from our PPG and actively ask them for suggestions on 

how they feel we could improve. 

We will carry out the changes agreed by the Patient Group. 

We will organise a younger people forum meeting separate from the PPG meeting to allow 

us to work more closely with them and to help us understand their priorities. We feel that 

we have started some positive work that will help us with this. 

We will continue to work with those voluntary sector organisations that can help us 

understand the needs and concerns of those who are not able or confident in joining our 

PPG. 

We will work with other Practice Patient Groups across the Clinical Commissioning Group 

to understand what they do and work together to inform the work of the CCG. 

Christine Ramsey 

Practice Manager 

19.03.2012

NOTES FROM PATIENT FORUM MEETING HELD AT ROSEWORTH 

SURGERY ON TUESDAY 21 st June 2011 at 1pm 

Present: 

Linda van Zwanenberg(PM) 

Dr Burdon Snr (Member) 

Christine Ramsey (Ass.P.M) 

Linda Holmes (Member 

Margaret Gibson (Member) 

Angela Rutherford (Member) 

Eric Wright (Member) Sue Pearson (Member) 

Julie Walters (Member) 

1. Welcome- 

LvZ welcomed everyone to the meeting and introduced C Ramsey. 

2. Minutes- 

From the previous meeting held on 25 th January 2011 were accepted. 

Apologies for absence were noted from Linda Holmes, Patsy Wood & 

Alan Rakison 

3. Patient Participation in Practices- 

LvZ explained what we are trying to achieve and why - linking in both the 

Newcastle Bridges Consortia & QOF 

The group agreed that having a virtual participation group was a good 

approach. 

They considered the draft questionnaire that was submitted and agreed 

that all the major questions had been covered. 

They agreed that we should promote this both in the practice and on the 

website. 

Christine Ramsey to action 

4. Practice News – 

LvZ told the group that she was retiring and that Christine Ramsey would 

be the new Practice Manager. 

She also highlighted the changes with the Registrar and the F2 Doctors 

and advised them of the new starters. 

LvZ also gave the forum an update on what was happening with the 

Consortia. 

5. Patient Feedback 

LvZ presented the results from the in house patient feedback 

questionnaires and discussed the results. 

The GP Patient Survey for 2010 has been circulated with the agenda 

papers and the results were discussed. 

Both PE7 & PE8 QOF results were produced and showed that 

Roseworth Surgery achieved 100% for both advanced booking and 48 

hour access to a GP.

6. Patient Forum member issues – none raised. 

. 

7. Any Other Business 

8. Dates of Next Meeting: 20 th September @ 1pm

ROSEWORTH SURGERY 

PPG MEETING 

1 p.m. Tuesday 22.11.2011 

(Sandwich lunch provided) 

Agenda & Minutes 

1. Welcome 

2. Patient Participation in practices 

‣What the DES involves - its purpose was discussed. 

‣Areas that need further discussion – to help design 

questionnaire 

‣Opportunity to get critical feedback – to aid the practice in 

improving its service. 

‣Action plan for DES 

3. Practice news 

‣Doctor rotation & students. 

‣SCR – signed up to go live for March 2012 , it involves auditing 

& data cleansing 

‣FLU & pneumonia campaign – targets needs & where we are 

now. 

‣Smarter working practice – changes made in the practice since 

new PM in post. 

‣Waiting area displays - 

‣Patient lift - decommissioned 

‣Doctor of the day - advantages & disadvantages 

4. Work in the Practice 

On the advice of yourselves & patient suggestion box we have eventually 

started decorating the practice – the outside has been completed and the 

inside is in the process – this includes new reception. 

6. Any other business 

Date of next meeting – Feb 2012 

Circulation: 

Mrs. S. Pearson 

Dr. Burdon senior 

Mr. Alan Rakison 

Mr. Eric Wright

Mrs. Linda Holmes 

Mrs. Angela Rutherford 

Mrs. Margaret Gibson 

Mrs. Julie Walters


PPG MEETING 

1 p.m. Tuesday 21.02.2012 

(sandwich lunch provided) 

Agenda &Minutes 

1. Welcome 

2. Notes of last meeting held on 22.11.2011 

3. Patient Participation in practices 

‣We have been successful at recruiting 71 new PPG members – 

however identified that not all the patient groups is represented, 

have asked the Forum group how they think I could bridge the 

gap – they suggested targeting different groups – so we have 

sent mail shot to younger people, Practice manager has 

recruited patients in the waiting room , young mums, etc. 

‣as discussed in November meeting the patient questionnaire 

has been finalised and sent out by royal mail and emailed using 

distribution list – asking patients what they felt were priority 

topics within the practice and consortia that they felt warranted 

further discussion around. 

‣The results from the questionnaire were; 

Practice priorities 

1. waiting for an 

appointment (38 patients) 

2. satisfaction with 

consultation (28 patients) 

3. services provided (4 

patients) 

4. opening hours(21 

patients) 

5. phoning the surgery(17 

patients) 

6. accessing OOH(18 

patients) 

7. Referrals into secondary 

care(none) 

8. teaching practice(none) 

9. other(none) 

Consortia priorities 

‣1.COPD (2) 

‣2.Diabetes (4) 

‣3. Mental Health (7) 

‣4. Osteoporosis (4) 

‣5. Heart Failure (6) 

‣6. Women’s health (9) 

‣7.Care of the elderly (12) 

‣8.Cancers (2) 

‣9. Access to services (7)

‣We then followed this with a further questionnaire – this time 

only asking questions around the priority topics shortlisted 

earlier. 

‣The results from this questionnaire were; 

IN THE PRACTICE 

Satisfaction with consultations 

‣Would be better if longer x5 

‣Feel rushed x3 

‣Better if literature given x2 

‣Excellent x9 

Opening hours 

‣Extended hours would be good 

x10 

‣Excellent hours always seen 

when needed x5 

‣No comment x4 

Phoning the surgery 

‣Busy in the mornings x2 

‣No problems x7 

‣Better now than before x5 


IN THE CONSORTIA 

Mental health 


Womans health 


‣No healthy woman health 

checks available x2 

‣Other x2 

Care of the elderly 

‣Could be better x8 

‣could be better streamlined x2 

‣should all be in one place x2 

‣no comment x7 

Accessing Out of Hours 

‣Never tried x6 

‣Not bad x2 

‣Terrible x2 


Waiting for an appointment 

‣Have to wait to see GP Partner 

x12 

‣Same day access very good 

x4 


‣Cant book online x8 

* patients highlighted the need for care parking facilities to be improved * 

All of the above issues have been discussed at meeting and suggestions 

made on how these areas could be improved such as; 

1. Introducing a newsletter as appointments have 

been lengthened not long ago for this very reason, 

2. extended hours – more advertisement needed, as 

10 patients did not realise we had them. 

3. add online appointment bookable for Partners etc 

see action plan 

4. Practice news

‣New GPR – Dr V Allen has left the practice & Dr Victoria Moore 

has joined. 

‣New F2 – Dr Kristian Brooks, Dr S Collingwood & Dr L Winn are 

our new F2 doctors. 

‣Carole Craig – a receptionist will be retiring end of March we 

wish her good health – we are advertising for the post online 

closing date 16.03.2012. 

‣QOF – we are 95% nearly there 

‣Educational event – BP inviting patients to use equipment in 

waiting room and signing patient up to the PPG. 

‣SCR – all the auditing & data cleansing complete and upload is 

organised from end of March 2012 

‣FLU campaign – excellent results we achieved 86.3% this is 

better than the last previous 2 years. 

5. Work in the Practice 

External work completed and internal work ongoing. 

6. Any other business 

Date of next meeting – 22.05.2012 

Circulation: 

Mrs. S. Pearson 

Dr. Burdon senior 

Mr. Alan Rakison 

Mr. Eric Wright 

Mrs. Linda Holmes 

Mrs. Angela Rutherford 

Mrs. Margaret Gibson 

Mrs. Julie Walters


27-29 Roseworth Avenue Tel: 0191 213 2392 

Gosforth Fax: 0191 284 4010 

NEWCASTLE UPON TYNE 

Email: roseworthsurgery@nhs.net 

NE3 1NB 

Website: 

www.roseworthsurgery.co.uk 

Thank you for joining Roseworth’s Patient participation Group – when you signed up we 

asked what aspects of both the practice & the Consortia you felt needed further 

discussion. 

The issues raised by you concerning the surgery were; 

1. Waiting for an appointment 

2. Satisfaction with your consultation 

3. Opening hours 

4. Telephoning the surgery 

5. Accessing Out Of Hours 

The issues raised concerning the Consortia were; 

1. Care of the Elderly 

2. Mental Health 

3. Woman’s health 

To help us address these issues & improved the service we provide to you please 

complete the questionnaire below & rate your experience of each area by using the 

scale below and putting the relevant number in the box; 

The Surgery 

1= very good, 2 = good, 3 = average, 4 = poor, 5 = very poor 

1. Waiting for an appointment □ 

Please explain how you would like to see this improved 

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2. Satisfaction with consultations □ 


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............................................................................................................................................ 

........................................................... 

Dr Christopher Burdon Dr Stephen Turley Dr Halina Tomaszczyk 

Dr Andrea Younghusband Christine Ramsey (Practice Manager)

3. Opening hours □ 

Please explain how you would like to this improved 

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4. Telephoning the surgery □ 


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5. Accessing Out of Hours □ 


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The Consortia 

1. Care of the Elderly □ 


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2. Mental Health □ 


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3. Woman’s Health □ 


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Thank you for your time! 





Roseworth Surgery Action Plan 

For Achievement of Priorities 2011–2012 discussed and agreed at Practice 

Meeting 21.02.2012 

Priority Action Who By when Comment 

Increase GP 

Partner 

To introduce 

5 extra slots 

Practice 

manager & 

26.03.2012 PPG thought 

this would help 

appointments whilst partner partners 

eliviate 

Duty doctor 

problem. 

Introduce 

quarterly 

newsletter 

Introduce 

bookable 

online 

appointments 

for the GP 

Partners 

Keep patient 

up to date 

with changes 

in surgery 

Patients 

unable to 

book 

appointments 

for partners 

on 

Practice 

Manager & 

partner 

Practice 

Manager and 

Office 

coornidator 

01.05.2012 PPG pointed 

out we did have 

one then it was 

stopped – they 

happy to get 

involved. 

30.05.2012 PPG agree all 

doctors should 

be available to 

book on the 

website 

support 

patient with 

literature 

after 

consultation 

Patients 

knowledge of 

opening 

times 

Patient to be 

given 

literature if 

relevant to 

read at 

leisure 

Further work 

is still needed 

to ensure all 

patients are 

aware the 

surgery offers 

both early 

morning & 

late evening 

extended 

hours 

Practice 

Manager/ 

Doctors/nurses 

Practice 

manager & 

reception team 

31.03.2012 PPG suggested 

literature as a 

way of 

communication. 

30.04.2012 

Advertise in 

waiting room/ 

include in 

newsletter/ 

advertise on b 

side of 

prescription/ 

telephone 

recorded 

message/ self 

check in screen.

Dissemination of Practice Survey Findings 

Key channels of communicating the findings to patients will include: 

 

 

 

 

Newsletter to patients – Key results of the survey will be published in a 

Newsletter during 2012 

Website – keep the website updated. Key findings will be highlighted on 

the website by 31.03.2012 

Waiting room – a poster highlighting key findings will be displayed in the 

waiting area by 31.03.2012 

Review of key issues at regular Patient Forum meeting held quarterly 

Key channels of reporting findings to practice staff will include: 

 

 

 

 

Newsletter to staff 

Clinical meeting – key issues will be shared with the wider primary health 

care team at a clinical meeting 

Lunch & learn – key issues to be discussed & shared with admin team. 

Website (Intranet) - to include key issues from Patient Survey

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