Surgery Patient Group
Would you like to have a say about the service at Roselawn Surgery
Ask reception for more details
Roselawn Surgery has a quit smoking clinic every Thursday - enquire at reception
Roselawn Surgery has had a successful Patient Group, consisting of Patients and Practice staff, running for over 3 years which meets up several times a year. The aim of the group is to help patients have a better understanding of the Practice, of its staff and their roles and for the practice to have a better understanding of its patients and their needs. We always want to:
If you are happy for us to contact you regarding joining the Patient Group please fill in your details on the sign-up form. Your details will be treated confidentially and only used for the purpose of creating the Patient Group.
Once we receive your details you will be contacted in due course with further information. We hope that most of our communications with you outside of meetings will be through e-mail.
If you have any further queries or questions, please contact Jaya Arora through the surgery or by using the contact us form.
Thank you for expressing an interest in joining the Roselawn Patient Group.
We have asked specific questions and additional information in order for us to get a representative sample of the patients that are registered at this practice and of the local community.
We need young people, workers, retirees, people who attend surgery clinics and people from non-British ethnic groups. If you do not attend the surgery often, we still welcome your views as a patient and invite you to join the Patient Group.
If you are happy for us to contact you please click the link below to open the sign-up form and complete all the fields. (This form is generic and will be used later for the practice survey.)
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 in due course with further information after we receive your form.
Please note that no medical information or questions will be responded to. Nor is it a forum for individual complaints or single issues which should be directed through our complaints procedure.
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.
At Roselawn Surgery we are committed to working with our patientsto continually improve our service by taking feedback and being open to changeas guided by those who rely on the surgery. Our Patient representation Group(PRG) was set up last year and consisted of patients who kindly volunteeredtheir time and energy to help us make some changes.
This year we are planning with the PRG to focus on refining ourappointment system. The overall aim was to assess whether patients andclinicians could utilize more telephone consultations and is it appropriatefrom a clinical point of view. This would have the following advantages…
- Using telephone appointments for patients who just need adviceor administrative help such as prescriptions or letters.
- Improved convenience for patients who may be working, lookingafter family or unable to attend the surgery for issues that can be dealt withon the telephone.
- Reducing travelling time, cost and carbon footprint byminimizing unnecessary trips to the surgery
- Releasing more appointments that are taken for minor illnessesor administrative issues to be used for more ill patients requiring aface-to-face assessment.
- By increasing the number of telephone consultations morepatients will be able to speak to a Doctor and thus reduce waiting time ifadvice is sought.
Before making any changes we conducted apatient survey during clinics, the results can be seen below. The surveyconsisted of 240 patients who had same day or pre-bookable appointments over aone week period. We asked if the patient would prefer telephone consultationsin future if appropriate for their issue. We also measured this against theDoctors judgment as to whether the patient could have had a telephoneconsultation or if they thought a face-to-face consultation was necessary.
SAME DAY APOINTMENTS
Would patient prefer a telephone consultation
Did the Doctor feel a face-to-face consultation was necessary
PRE BOOKED APPOINTMENTS
SUMMARY OF IMPORTANT FINDINGS
- For the same day appointment doctorsthinks that the ratio for genuinely needed to be seen and can be treated bytelephone consultation is identical. On the other side for pre-bookedappointment the same ratio says more patients would prefer to have telephonetriage.
- The eye catching figures in both type ofappointments is that the popularity of telephone consultations are far higher, forinstance out of 137 same day appointments 79 would prefer to have telephonetriage though considering doctors view 68 are appropriate for telephone consultations.Secondly, out of 103 pre-booked patients 64 were in favor of receiving helpthrough telephone triage and almost all agreed by doctor’s view too.
- Overall, 60% of all patients would prefera telephone consultation where appropriate.
- Of all the consultations where the Doctorfelt a telephone consult could have been utilized 84% of patients agreed andwould have preferred this.
- 16% of patients would have wanted aface-to-face consultation despite the Doctor feeling it could have been dealtwith on the telephone.
- 74% of same day appointments could havebeen converted to telephone appointments compared to 53% of pre bookedappointments.
OUTCOME AND ACTION PLAN
The results of the survey have provided uswith very interesting and informative data. It is clear that the use oftelephone consultations could be beneficial for the practice and for patients.However it is crucially important that if implemented then it should happencorrectly. We are very careful to take the wishes of our patients intoconsideration so only those who would benefit from telephone consults shouldreceive them and if a patient wishes to be seen then that option will still beavailable. If implemented correctly we think that more face-to-faceappointments will become available and therefore reducing the waiting time.
In order for us to accommodate for thissystem we are in process of putting an additional line on surgery’s maincontact number to facilitate more telephone consultations at the same timewhich should also make it easier for patients to reach our reception.
We have put our suggestions to the PRG aswell as the results of our survey. As a practice we will try to make changesfor the better and to introduce them gradually as not to upset the currentsystem.
Patient Representation Group (PRG) survey result and action plan 2013-2014
At Roselawn Surgery we are committed to working with our patients to continually improve our service by taking feedback and being open to change as guided by those who rely on the surgery. Our Patient representation Group has kindly volunteered their time and energy to help us make some changes.
This year we met with the PRG and from the initial meeting we agreed to focus our survey on our patients’ opinions on using online access to book appointments and order prescriptions. We also asked our patients’ opinions on the overall care and service they receive.
The results can be seen below:
Summary of important findings:
- 63% of the patient’s survey said they are either likely or very likely to use online facilities to book appointments.
- 56% of those who answered said they would be comfortable ordering repeat prescriptions online
- 61% of patients who answered this question said they would like to be able to monitor some aspects of their health at home and using an online facility,
- 87% of patients said they were satisfied with the current extended hours opening arrangements
- 97% of patients who answered were fairly or very satisfied with the overall care they receive
- 93% of patients who answered would recommend this practice to a friend or family
- 81% of patients who answered said it was very or quite easy to get an appointment that suited them
Outcomes and action plan
The results of the survey have provided us with very interesting and informative data and we would like to thank those that took the time to complete it.
It is evident that the majority of patients are currently quite happy with the availability and ease of booking appointments; however 63% would be likely to use an online system we will be implementing this in the near future. We recognize that there are still a significant number of patients that prefer face to face or telephone access so we will not be reducing these methods of access. Also we will only release a limited number of appointments online to supplement the current booking system to give every one a fair opportunity.
Online access for prescriptions is already underway and we are happy to see that 56% of people would like to use this. NB. Please give your email address to the receptionist if you would like to sign up for online access.
61% of patients would be interested in online health monitoring facilities. We would like to implement a workable solution to this in the near future and will work closely with our clinical staff to see which tests can be offered and how to make them user friendly for the patients. We will keep you updated on the progress of this.
We have put our suggestions to the PRG as well as the results of our survey. As a practice we will try to make changes for the better and to introduce them gradually as not to upset the current system.
Contact the Patient Group with your feedback, suggestion, comment or question. Please do not use
this form for complaints - these should always be directed to the Practice Manager
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