If you require a chaperone to attend your appointment, please let the reception team know when booking.
Introducing Online Appointments!
The Beggarwood Surgery is now offering our patients the choice of booking routine GP appointments online.
Please note that you will need to register for this service via the links from this website.
If you are unable to attend an appointment with one of the doctors or nurses, please telephone or use the electronic booking system to cancel your appointment.
Complaints, comments and suggestions
We will always be willling to hear if there is any way you think that we can improve our service. Please find details n the right hand side of this website.
All non attendances are carefully recorded.
We often hear from patients that they aren’t able to get an appointment when it suits them. But the lack of appointments is very closely linked to patients who fail to turn up.
Throughout January 2018 117 Doctors appointments and 77 Nurse appointments were missed across both Beggarwood and Rooksdown sites.
We understand that sometimes people have to cancel appointments, but we’re just asking that people let us know. If they do cancel, even at short notice, we are nearly always able to fill that appointment.
Please contact the surgery to get the results of any test that you have had done between 2.00pm and 5pm.
Routine blood, urine and swab results usually take around 3-5 working days to be processed and reported. If you need a test done please ensure your appoinment is before 3pm, otherwise your sample will not be collected until the following day.
The results for X-rays and ultrasounds take 7 days and cervical smears take 8-10 weeks.
Your contact details
Can we contact you in an emergency? We may to contact you urgently pending the results of blood tests or investigations. You may need to be admitted as an emergency to hospital.
Please help us to help you by always notifiying us of your change of address, telephone or mobile number. If you haven't got a phone contact, a contact number of a friend, neighbour or relative would be helpful.
Off on your holidays?
Please could you help us to help you by checking you have enough medications before you go away? We do require 48 hours to process a prescription.
Your views are important to us
If you or a family member has recently visited our surgery, practice, why not share your experiences on the NHS choices website:
Sex - worth talking about
Talking about sex doesn’t have to be as difficult as you think. Whether it’s knowing about your contraceptive choices, explaining STIs, coping with emotions or understanding your body, you'll find straightforward information and advice to make it easier to discuss everything to do with sexual health, right here.
We would like to introduce a Patient Participation Group here at the practice. Would you like to have a say about the services we provide here at The Beggarwood Surgery?
If you are interested in joining the group, please ask at the reception for a contact form, or alternatively, print off a copy here: PPG Form
Please note that we need to ensure that our contact list is representative of our local community and therefore is represented by as many different ethnic backgrounds and age groups as possible. If you do not hear from us in due course then your application request has been unsuccessful.
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 and to assist us in understanding where we need to improve the services we offer to all of our patients, we have set up a Patient Participation Group (PPG).
The PPG is made up of Practice staff and patients that are representative of the patient population. The main aim of the group is to ensure that patients are involved and engaged in decisions about the range and quality of services we provide and what we can do to improve them. This may involve assisting with things like communication or surveys. Results of surveys will be published on this website.
Our PPG meets quarterly but whilst we gather some momentum we are currently hoping to meet more regularly than that. Being a member of the PPG will not take up much of your time. Meetings usually last no longer than an hour with a focussed agenda. Meeting times are alternated to allow those patients with full time jobs or other responsibilities to attend and offer their contribution.
If you think you would like to join the Beggarwood PPG, please complete the form below and drop it into the surgery, or if you would like further information, please telephone Jo Cohen, Medical Secretary, on 01256 396509.
We will be in touch shortly after we receive your form.
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.
Patient Participation Group Meeting Dates
Proposed dates and times for the PPG Meetings for 2018. These may be subject to change.
March 21st 12.00
May 16th 12.00
July 18th 12.00
September 19th 12.00
November 21st 12.00
Minutes of meeting held on 6 October 2017.Minutes of meeting 6 October 2017
If you are unable to open this document, please ask reception for a copy.
THE BEGGARWOOD SURGERY
Patient Participation Report 2013 – 2014
This year we have selected the General Practice Assessment Questionnaire to use with our patients as we felt that the questions were more appropriate to our need and would give us more concise feedback for us to discuss and amend our working practice to work towards our patients’ suggestions, where possible.
We sent out a practice questionnaire to our virtual group for any additions that they would like added to our questions, prior to us handing out the questionnaires to our patients who attend the surgery in February/March 2014.
We had 2 emails bounce back where we clearly had the incorrect addresses. These patients were contacted for their correct address and the questionnaire was resent. We were then confident that the group had all received the questionnaire.
We received only 2 replies. One asked for the heading of the questionnaire to include the name of the practice to make the form more personal and less remote for patients. The second comment was as follows by quote” Patients appreciate a clean, tidy and well cared for surgery, and Beggarwood is always kept so clean and comfortable that I feel this aspect of the practice deserves some mention, as the environment does, in my opinion, exert and influence on patients’ perception of the practice”
The second patient to comment asked if we could add a question “ was it made clear to you where you needed to wait for your appointment within the building?” The patient felt that too many patients wait in the downstairs waiting room rather than upstairs if they are seeing a nurse and patient felt that this was wasting everyone’s time. We did look into this and felt that this was not appropriate to add as we asked the nursing staff how many patients do not wait in the correct waiting room, and they commented that they had not noticed any patient not being where they would expect them to be. If patients check in on the touch screen they are directed to the upstairs waiting room by text on the screen, if it is a nurse appointment and we did check with reception staff who always direct these patients upstairs this is also on our induction sheet for new staff.
We did send these comments back to the patient on the virtual group and she was happy with our explanation.
We have constantly asked all new patients if they wish to join the virtual group and have had some acceptances our total group is now 36 patients. Our web site does encourage patients to join and staff are encouraged to highlight to all new patients the benefits of the group and we now have an electronic display screen to encourage patients to join. We are delighted to welcome 3 new patients to our group.
As previously stated, we would very much like to form an actual patient participation group, as well as an email virtual group, to help us listen to our patients and involve them in our decision making. As yet this had not transpired – we feel probably because we do have a young practice population who probably have work commitments during the day and cannot afford the time in the evenings to come to meetings. We have all agreed to make this a priority this coming year and already GPs have approached some patients who are considering forming a group so we are hopeful it will happen.
We have reviewed the make-up of the Group to ensure that it fairly represents our practice population. This Appendix shows the spread of our patients and we have, where possible, tried to get an even mix of these patients to join our virtual email group. There has been little change in our patient profile, so we are confident that the group remains representative.
We have run 6 monthly random searches to ensure we can attract new members and we have contacted a random selection of people from the following groups: Alcohol Abuse, Substance Misuse, Carers, Learning Disabilities, Patients with Chronic Diseases, Patients with Epilepsy, Random selection of Full GMS registered patients between the ages of 17-85 years, patients from differing Ethnic background and faith and gender
Profile for 2013/2014
Practice population profile
% Under 16
% 17 - 24
% 25 - 34
% 35 - 44
% 45 - 54
% 55 - 64
% 65 - 74
% 75 - 85
% Over 85
% British Group
% White (Other)
% White & Black Caribbean
% White & Black African
% White & Asian
% Mixed (Other)
Asian or Asian British
% Asian (Other)
Black or Black British
Chinese or other ethnic group
% Any Other
Practice Specific Care groups
e.g. learning disabilities, substance misuse, nursing homes, travelling community, Faith groups, specialist units etc.
Patients contacted included people from the following groups: Alcohol Abuse, Substance Misuse, Carers, Learning Disabilities, Patients with Chronic Diseases, Patients with Epilepsy, Random selection of Full GMS registered patients between the ages of 17-85 years, patients from differing Ethnic background and Faiths and Gender
The last survey was carried out in 2012/2013 the findings and action plan following the comments in this report are shown below. We felt that we could use these to see if we had improved in our ratings. We took on board the major complaints that we had received and as they were mainly on waiting times to see a GP and seeing a GP of choice so we felt that the questions were appropriate in the 2014 survey.
The results for 2012/2013 were analysed by CFEP and the results were returned to us. Overall the practice scored 80% of all patients’ ratings showing us to be good – very good – or excellent.
The results of the survey, plus all patients’ comments, either negative or positive, were posted on the practice web site and on NHS Choices for all to see.
The action plan below was set following a meeting with all staff in the surgery.
Action Bullet Points for 2012/13
Seeing Doctor of choice
Photoboard for all staff
All of the above action points have been implemented in 2013, apart from the photo board of all members of staff. Pressure of work has prevented this, plus we have experienced a larger turnover of staff than was expected. GPs photos are on the web site and display board in the waiting room. We will endeavour to introduce a staff photo board this year.
The new arrangements of staggered surgeries has proved to be popular, so it has continued.
We have introduced SMS texting where patients are reminded of their next day appointments by text to mobile . This has been successful and has helped to reduce DNA appointments to an average of 111 appointments per month in the last quarter January 14-March 14, but this number would equate to an extra 7 sessions per month if these patients gave prior notice of non-attendance. Clinicians will continually educate patients in the importance of cancelling appointments when not required.
In the last report Dr Beynon did agree to run educational Diabetic meetings for patients, but these have since been organised by North Hampshire Clinical Commissioning Group, locally.
For 2013/2014 this is the result of the latest survey that was distributed in Feb/March 2014:
Survey Results - Survey produced by InTime Data Systems
Q1. How good was the GP putting you at ease?
Q2. How good was the GP at being polite and considerate?
Q3. How good was the last GP you saw at listening to you?
Q4. How good was the last GP you saw at giving you enough time?
Q5. How good was the GP at assessing your medical condition?
Q6. How good was the last GP you saw at explaining your condition and treatment?
Q7. How good was the last GP you saw at involving you in decisions about your care?
Q8. How good was the last GP you saw at providing or arranging treatment for you?
Q9. Did you have confidence that the GP you saw is honest and trustworthy?
Q10. Did you have confidence that the GP will keep your information confidential
Q11. Would you be completely happy to see this GP again?
Q12. How helpful do you find the receptionist at your GP practice?
Q13. How easy is it to get through to someone at your GP practice on the phone?
Q14. How easy is it to speak to your Dr or Nurse on the phone at your GP practice?
Q21. How do you rate how quickly you get to see a particular doctor
Q25 How do you rate – how long did you wait for your consultation to start?
Q29. How often to you see or speak to the GP you prefer?
Q30. How good was the nurse you last saw at putting you at ease?
Q31 How good was the last nurse you saw at giving you enough time?
Q32. How good was the last nurse you saw at listening to you?
Q33.How good was the last nurse you saw at explaining your condition and treatment?
Q34. How good was the last nurse you saw at involving you in decisions about your care?
Q35. How good was the last nurse you saw at providing or arranging treatment for you?
Q36. Would you be completely happy to see this nurse again
Q40. Overall, how would you describe your experience of your GP surgery
Q41. Would you recommend your GP surgery to someone who has just moved to your area
Analysis performed on 24/02/14
The shaded areas in the poster above show where we are above the mean.
As can be seen, we are below the National Mean in 5 areas, albeit mainly by very small margins.
We sent this poster plus the whole survey report, that included patient comments, to our virtual patient group for them to report back.
We unfortunately only received one comment back, which commented that the survey results gave an excellent baseline for us to progress further our healthcare service. The patient also wished to thank all of the staff for the excellent care they had given to him since he became one of our patients.
A meeting was set and included all GPs, all nursing staff and all non clinical staff to enable us to discuss the results and formulate an action plan for the coming year.
Our priority was to look at the questions where we were below the mean and to look at the patients’ negative comments.
ACTION N/P 1 MONTH
(dependent on print runs at our printers)
ACTION P/MANAGER IMMEDIATELY
ACTION P/MANAGER IMMEDIATELY
The survey produced 27 patient additional comments in total and of these 11 were pointing out minor concerns on our service. The practice team spent a significant amount of time in discussing these and looking at improving in these areas.
2 of the 11 were relating to reception staff –
i) patient was not happy with having to discuss their medical issues on the telephone with receptionists. Staff will only ask for a brief outline of a patient’s problem when the patient asks for a same day urgent appointment and is offered a telephone triage. This brief outline helps the doctor to prioritise their calls as to the most urgent. If a patient does not wish to give this information the staff will accept the patient’s wish and not give an outline to the doctor.
ii) Patient was not happy to use the touch screen to check in and would prefer to see a “friendly face” to acknowledge them
i) Reiterate these points to reception staff in training sessions
ii) Patients are never forced to use the touch screen and staff are more than happy to greet the patient and check them in.
2 Related to opening hours
i) Patient thought it would be more helpful to have Saturday morning appointments to fit in with work commitments.
ii) Patient would prefer evening appointments at the surgery.
i) These were also action points from last year and from those we altered our templates to have a GP running over a lunchtime session and starting a 8.30am session to help patients with work commitments.
7 Related to hospital referrals and waiting times.
These issues are regularly discussed at liaison meetings with the Hospital clinical directorate and is a continuing issue that is constantly under discussion.
As previously stated, with the formation of a Beggarwood Patient Participation Group, a representative of which would be attending the North Hampshire Clinical Commissioning Group’s Patient Participation Meetings where these sort of issues can be raised and brought to the attention of the Commissioners who would have greater authority with the local hospitals to raise these issues on behalf of all local patients.
In 2014/15 we will be actively seeking any patient who would be willing to join such a group to enable our patients to have a wider voice locally. Any patient that would be interested to contact the Practice Manager.
The opening hours of the Beggarwood Surgery are:
Monday - Friday 08.30-18.00
From 8am -8.30 am and 18.00 – 18.30pm urgent patients telephone calls are automatically transferred to a duty doctor and then normal Out Of Hours (6.30pm - 8.30am) urgent telephone calls are advised to ring NHS 111 service.
Doctors run routine morning and afternoon surgeries Monday-Friday. For urgent requests for on the day appointments patients are directed to a GP led RAPID ACCESS CLINIC where telephone calls are triaged for either advice by telephone or on the day appointment with GP or Nurse Practitioner as appropriate.
The Beggarwood Surgery has not entered into arrangements under an extended hours access scheme for 2013/14.
Please click on the link below to view our Patient Reference Group Template.
PPD reporting template 2014. 1 J82688.docx
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