Exciting Announcement - Practice Merger
Coach House Surgery and Park End Surgery are pleased to announce that from 1st April 2018 we will be combining to form one larger practice across three sites, at Bridgewater House, North Approach and the Meriden. PATIENT DATA MERGING WILL BEGIN FROM JULY 2017. CLICK BELOW FOR INFO:
Merger information Merger FAQs
Please complete our Friends & Family Test
Named GP for all patients
We would like to know how we can improve our service to you and how you perceive our surgery and staff.
To help us with this, we are setting up a virtual patient representation group so that you can have your say. We will ask the members of this representative group some questions from time to time, such as what you think about our opening times or the quality of the care or service you received. We will contact you via email and keep our surveys succinct so it shouldn’t take too much of your time.
We aim to gather around a hundred patients from as broad a spectrum as possible to get a truly representative sample. We need young people, workers, retirees, people with long term conditions and people from non-British ethnic groups.
If you are happy for us to contact you occasionally by email please click the link below to open the sign-up form and complete all the fields.
Complete the Patient Group Sign-up Form Online
If you prefer, you can download the sign up form as a pdf document, print it out, complete it and return it to the practice.
Download the pdf version of our sign up form
We will be in touch shortly after we receive your form. Please note that no medical information or questions will be responded to.
Many thanks for your assistance
The information you supply us will be used lawfully, in accordance with the Data Protection Act 1998. The Data Protection Act 1998 gives you the right to know what information is held about you and sets out rules to make sure that this information is handled properly.
Sometimes you can see things we can’t no matter how hard we are working.
This is your GP Practice. Help us to improve it for you.
There is a Patient Suggestion box in the waiting room at at the Main Surgery. If you have any ideas about anything please write them down and leave the form in the box provided:
We will discuss your ideas and then feedback to you what we have done about it. It may help to discuss your idea with you so please consider putting your name on the form so we can contact you. Though we will share the ideas on the noticeboards, in the newsletter and on this website, we will keep your own details and identity completely confidential.
Bridgewater Surgeries – Patient Survey – April 2019
‘You Told Us…..We’ve Done….’ – Comments And Responses.
It would help to have a telephone link with GPs for minor complaints.
We already have this set up and working. All clinicians have telephone slots daily that patients can book into.
It would be nice to see my nominated GP without having a 3-week delay.
This should have improved as we have taken on supporting salaried GPs, a Paramedic and an Advanced Nurse Practitioner. We check how long the wait is to see a GP weekly and put in extra resource at times of need; however some of the partners who have been here a long time do have a longer wait than others.
It takes weeks to book a child vaccination appointment.
This shouldn’t happen as we are employing more nurses. 2 of our nurses have reduced their hours as they are retiring from full time work and 2 other nurses are training for their advanced nurse qualifications so have 1 day a week at university. We have taken on another nurse to support this and we have a nurse doing some ad-hoc hours with us.
The waiting time for the phone to be answered has increased hugely since the merger and is not conducive to good communication.
This is very rare now. The reception service is much improved and is supported by evidence. We have 4 new members of staff starting throughout December and January so we hope that this improves things further.
The on-line booking facility should be extended to other services e.g. nurse appointments, smear tests.
This cannot be done. All nurses do different things and so patients would invariably book themselves into wrong clinics.
The waiting room areas need to be reviewed and the following addressed:
-Replace carpets (unhygienic) with vinyl
-regular update of selected magazines.
The carpets are being cleaned. It’s unnecessary to replace them with vinyl.
All old magazines have been removed; they will be reviewed regularly and updated.
It would be useful to be told if my GP is running late so I can organise my time
This should be happening and the Practice Manager will remind GPs to let patients know if there are delays.
Can the gender of each GP be more clearly specified?
GPs are having photos taken to display in the waiting rooms.
Since April three additional reception staff has been appointed to meet the increasing demand for GP appointments. We now aim to have 8 or 9 receptionists working on each shift. A new triage service has been introduced to divert simple conditions away from GPs towards a recently appointed support team comprising a GP, Emergency nurse practitioner and a paramedic. We have found that about 50% of enquiries can be dealt with by a GP over the phone. A telephone triage service enables the Dr to book the patient in with the most appropriate clinician in the correct timescale.
We are also hoping to employ a social prescriber who can offer non- medical forms of help that do not require the intervention by a clinician.
Can the prescription service be improved e.g. 6 rather than 2 months supplies?
No. The two month maximum supply is determined by Herts Valley CCG. We must comply with their rule.
The group shall be called the Bridgewater Surgeries Patient Participation Group (PPG) and shall be affiliated to the National Association For Patient Participation (NAPP).
The prime aim of the group is to promote and sustain co-operation between the practice and patients to the benefit of both parties.
Membership of the group shall be open and free to all registered members (and designated staff as necessary) of the practice.
To support and build two-way relationship between patients and the practice
To act as a ‘critical friend’ to the practice
To contribute to and be kept informed of relevant practice decisions
To encourage and support activities within the practice to promote preventative medicine and healthy lifestyle choices
To seek to ensure that timely patient information and advice are readily available and clearly presented.
To promote health educational activities (e.g. presentations) at the practices, open to registered patients and practice staff.
To link up and liaise with other local PPG’s and health organisations to the benefit of this PPG.
The group’s activities will be organised by a committee comprising six volunteer members of the PPG who will work closely with the practice manager and GP member of the PPG.
Administrative assistance and other support will be agreed by arrangement with the practice manager.
An annual general meeting of members will be held to elect/re-elect committee members.
These terms of reference will be reviewed and amended if necessary at each AGM of the PPG.
Approved by the joint PPGs meeting on 22.3.18
ANNUAL REPORT 2018-9
The newly-merged PPG was formed in March 2018 when the following Committee members were elected: Russell Cleaver, John O’Connor, Carly Melbourne, Penny Allum, Phil Soskin and Denis Micallef. The Steering Group has since met on 4 occasions. During the year, the PPG has been supported by Lisa Mackin (Joint Practice Manager) and Dr Gowri Sankaran. John O’Connor has provided valuable admin support to the PPG and deserves our thanks.
THE WAY AHEAD
At its first meeting the Steering Group identified the following areas to focus on:
Known locally as the Herts Help - Hospital & Community Navigation Service, this county-wide service is a means of enabling GPs, and other health care professionals to refer patients to a range of local, non-clinical services, via navigators. This helps avoid unnecessary appointments that consume GP and other clinical staff’s time. Following a presentation to the Steering Committee about this service by Paul O’Hare (Programme Manager), Community Navigators have been attached to all three branches of the Surgery and 92 patients have been referred to them since the merger.
LINKS WITH OTHER LOCAL PPGs
To learn about successful experiences other local PPGs, the Steering Group invited Heather Aylward (Public Engagements Manager, Herts Valley CCG) to share her experiences and views on ways in which our PPG might develop, including how to attract more interest and participation in PPG affairs. As a spin-off, a useful session to share experiences was held with the chairs of Sheepcot and Manor View PPGs, both of whom have well-developed websites and have tested a range of activities including use of social media, newsletters, patient surveys, presentations and providing support to their Practice on request e.g. promoting flu clinics.
With the merged Bridgewater Surgeries Practice almost 1 year old and the need for the PPG to raise its profile to attract more support, it seemed timely to consider seeking patient opinion on a range of questions in the form of a survey. Tapping into the Sheepcot model which was kindly shared with us, a series of 10 questions was jointly prepared by the PPG and Practice, then tested as a pilot on 24 known registered patients, using the electronic Survey Monkey. The plan then was to roll out the survey to a total of 300 patients using 3 methods: Face to Face, GP Handout, and electronic Survey Monkey. This proved to be slightly over-ambitious – of the final 263 forms completed from the 3 Practice sites, most were obtained face-to-face by 4 PPG members. The electronic Survey Monkey requires more input but could be used for future surveys as the ground-work has now been carried out. The survey’s results are currently being assessed and will provide valuable information for both the new PPG Committee and Practice management. Suffice to say at this stage that overall, Bridgewater Surgeries, based on the sample of active patients surveyed, is perceived as a provider of a high level of service. As for patient interest and support for the PPG itself, there was disappointingly little evidence of this, something the new Committee will need to address.
The Herts Valleys Clinical Commissioning Group (CCG) organises and facilitates regular meetings within SW Herts to update PPGs and other interested health representatives, on current national and local NHS developments and initiatives. Post-merger, Bridgewater Surgeries is the largest practice in SW Herts and as such it is important that our PPG maintains and develops a high profile at these events. Fortunately, during the year, at least 2 of our members have been present at each session and have able to feed-back information to the Steering Group. In a fast-moving NHS world, this presence should continue to be a priority.
Just as this has been a challenging year for the newly-merged Practice, so it has been for the PPG. With its near-30,000 registered patients, the Practice deserves an effective, well-resourced PPG. There is no shortage of ideas and the Patients Survey results should serve as a platform for further debate and action. But there is still a big question mark as to whether there are the people out there able and willing to put in the time and effort to join the PPG, and working with the Practice, help make changes happen.
Report confirmed by the AGM on 3rd June 2019 and updated on 09 September 2019
Bridgewater Surgeries PPG, July 2019
BRIDGEWATER SURGERIES – PATIENTS PARTICIPATION GROUP (PPG)
Report of Patient Survey Based On 263 Forms, Held February – April 2019
The Survey was carried out by PPG Committee members, working closely with the Bridgewater Surgeries Practice administration. The Survey form was initially piloted involving 13 Practice patients using Survey Monkey, an E-Survey process. It was then rolled out to a further 250 patients over the 3 Practice Surgeries Bridgewater House (BH), Meriden (ME) and North Approach (NA) who were approached Face- to-Face (F2F) and a further 4 Survey forms completed via a designated GP at BH. So in total, the Survey comprised 263 forms. The PPG thanks patients for their willing participation in this project which will give us ideas and challenges for changes and improvements.
PATIENTS SURVEYED – BY SURGERY LOCATION AND SURVEY METHOD
The age groups of recipients was as follows
16 – 30
31 – 44
45 – 64
65 – 74
SATISFACTION LEVEL OF PRACTICE EXPERIENCE
Overall, how would you rate your experience at this surgery?
SATISFACTION LEVEL: Breakdown by Age - 16 – 64 and over 65’s (%)
16 – 64
16 - 64
Are you aware the Surgery offers a range of early morning and late appointments?
Yes (81%) No (19%)
Are you aware that GP appointments (pre-bookable only) are available 7 days a week in the Watford & Three Rivers Area?
Yes (58%) No (42 %)
Do you use the Surgery website regularly, occasionally or not at all?
Regularly (22%) Occasionally (29%) Not at all (49%)
It was assumed that those indicating ‘Not at all’ probably have no direct access to the internet??
A breakdown into those patients in the 18 – 64 and those age 65 and over showed
18 – 64: Regularly (22%) Occasionally (27%) Not at all (51%)
65 and over Regularly (21%) Occasionally (36%) Not at all (43%)
Did you know that once signed on for the GP on-line service, , you can book appointments, view parts of your medical records, check results, request repeat medication and send non-urgent messages to the doctor?
Yes (66%) No (34%)
PATIENT PARTICIPATION GROUP
Are you aware of the Patient Participation Group (PPG) which exists to ensure that the patients’ views on matters relating to our health and well-being are represented to the Practice?
Yes (34%) No (66%)
A breakdown into those patients in the 18 – 64 and those over showed
18 – 64: Yes (26%) No (74%)
65 and over Yes (55%) No (45%)
Are you interested in joining the PPG either on line or coming to one of our meetings?
Yes (13%) No (87%)
6 Patients gave their e-mail addresses for further contact
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