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Bedworth Health Centre, The Health Centre, High Street, Bedworth, CV12 8NQTel: 024 76315432
The surgery has an active Patient Participation Group – usually referred to as the PPG. This comprises of a number of patients of the practice, just like you. Their role is to represent all patients and to discuss with the doctors and practice staff about issues that concern us all. This is a two-way dialogue and is important to help the practice develop and deliver its services in a way that meets patient’s needs. It is also helpful for patients to understand the issues and constraints that the practice has to meet and comply with.
The following sections are intended to give a broad overview about the principles of PPGs and how they work. Obviously, what is really important is what Bedworth Health Centre PPG does and there is a section about this.
A PPG is a group of active volunteer patients from a specific practice, along with management representation and GP involvement where possible from that practice. This equal partnership working is essential to achieve high quality and responsive care that is tailored to the makeup of the local practice population. Research has shown that practices with a PPG have improved health outcomes amongst their patients.
What we now call PPGs had existed in a few practices for many years, usually as a sort of semi-social group, possibly with some fund raising activities. However, as the NHS has developed a more patient-centred approach over the past 10 years or so, PPGs became to be seen as a useful tool in the principle of what is called ‘patient participation’. The idea is that the voice of the patient is as important in developing services as that of professionals.
Consequently, it is a contractual requirement for all English practices to have a PPG. They should be developed in an appropriate way so that they are representative of, structured to reach, and to encourage active, regular engagement of the practice’s population and demographic make-up. We are keen to ensure that our group is representative and that historically underrepresented and seldom heard groups, including patients with mental health conditions, disabilities and other ‘protected characteristics’ are part of our group. In addition, PPGs should also attempt to involve carers of registered patients (even if these carers are not registered at the Practice). The make-up of the PPG is aimed at being representative of the practice population and demographic as far as the arrangements of PPG meetings and correspondence will allow. PPGs have a key role to play in ensuring that patients and carers can influence local care services.
Bedworth Health Centre is very interested to know patient’s opinions on how we can improve our service and the way that the surgery and staff are perceived. The surgery is very fortunate to have a pro-active and helpful PPG which currently has about 14 regular members who meet at the surgery every two months. The meetings are also attended by the Business Manager, Reception Manager, Practice Secretary (to take minutes) and one or more Doctors. We consider that the working relationship between the PPG and the Practice is particularly effective and has been developed over a number of years. Since the merger of Dr Singh’s and Dr Reily’s practices in early 2017 the two separate PPGs have combined and this has proved very beneficial in meeting the new challenges. Some of the most recent activity of the Bedworth Health Centre PPG has included:
Their involvement in activities such as this is of significant benefit to, and is greatly appreciated by, the practice as their involvement enables these important tasks to be completed and allow the practice to use its resources in other areas which would otherwise be taken up by these tasks.
Whilst there is no defined and set way as to how PPGs should work, the typical arrangement is that they meet on a regular basis to discuss the service provided by the practice in question and what improvements could be made to benefit the wider patient population and the practice. PPGs may be virtual, face-to-face or a combination of the two. Dependent on the number of members it may be that an ‘organising committee’ is required to set up these two different groups. All PPGs should have a Constitution / Terms of Reference whilst a Chairperson and Secretary should also be appointed.
The workings of PPGs should be guided by local needs with the central aim of putting the patient, and improving health, at the heart of everything it does. Some groups often look beyond the immediate vicinity of the surgery to healthcare decisions that affect the community in which the surgery is based. PPGs advise the practice on its performance from a patient’s perspective, providing strategic input and advice, giving an insight into the responsiveness and quality of services that the practice delivers. In some instances PPGs also organise health promotion events and look at ways to improve health literacy amongst the practice’s population, in addition to encouraging patients to take greater responsibility for their own, and their family’s, health and wellbeing. PPGs also regularly communicate with the wider patient population, run volunteer services and support groups for the locality, carry out research on behalf of and into the Practice and conduct fundraising to improve the service provided by the Practice.
The PPG and Practice should work in conjunction to review feedback from sources such as Care Quality Commission (CQC) related issues, the NHS Friends & Family Test (F&FT) and local voluntary and community groups (e.g. Healthwatch). The Practice should engage with PPGs and aim to review and act on this feedback, considering areas for improvement. Based on the priorities for improvement identified from these sources of feedback, the Practice and PPG should come up with an action plan in the form of a report (to evidence appropriate involvement of the PPG from the Practice), what actions were taken to address these priorities and the changes made following these actions.
PPGs give patients a voice and allow constructive suggestions and ideas to reach the areas of the practice where change can be implemented. One of the reasons that PPGs operate is to provide practices with positive yet constructive feedback. They are intended to be a ‘critical friend’ to the practice, not to replace the formal complaints procedure.
Bedworth Health Centre is always actively on the lookout for new members of our PPG. To find out a little bit more about what membership entails please contact the surgery and ask to speak to Ross Chadwick, Reception Manager. If you wish, it may be advisable to speak to the Chair of the PPG. If you wish to speak to them please provide Ross with your contact details and consent to share these with the Chair. Ross will then pass these details to the Chair who will be in touch further. Following your enquiries, if you still wish to join the PPG, please complete the form via the below link, or alternatively download a copy of the ‘PPG Membership – Expression of Interest’ form, print it out and complete and then return it to the surgery, marked for Ross’s attention.
If you would like to provide feedback or make comment on aspects of the surgery, through the PPG, but don’t necessarily want to join the PPG, please provide Ross with your contact details and consent to share these with the PPG. Ross will then pass these details to the PPG and a member will be in touch to discuss further. As above, it must be stressed that the PPG is not a forum for complaints and these should be addressed to the Practice Manager using the normal channels.
PPG Membership - Expression of Interest
If you prefer, you can download the sign up form as a pdf document below, print it out, complete it and return it to the practice.PPG Membership - Expression of Interest
Minutes of PPG Meeting 121217
Minutes of PPG Meeting 190917
Minutes of PPG Meeting 190617
Minutes of PPG Meeting 080517
Minutes of PPG Meeting 010317
Minutes of PPG Meeting 310117
Minutes of PPG Meeting 170117
view PPG Minutes of June 2015
View PPG Newsletter No 5
View PPG Meeting 10 March 2015
Minutes from 28th November 2013
PPG Mins 24 June 14.doc
PPG Mins 18 Sept 14.doc
If you have a complaint or concern about the service you have received fromthe Doctors or any of the Staff working in this practice, please let us know. Weoperate a practice complaints procedure as part of the NHS system for dealingwith complaints. Our complaints system meets national criteria.
How to complainWe hope that most problems can be sorted out easily and quickly, often at thetime they arise and with the person concerned. If your problem cannot besorted out in this way and you wish to make a complaint, we would like you tolet us know as soon as possible – ideally within a matter of days or at most afew weeks – because this will enable us to establish what happened moreeasily. (It is not usually possible to investigate a problem more than 12months after it occurred).
ComplaintsPlease address your complaint to Mrs. Elizabeth Gilbey our Practice Manager orour Business Manager Hillary Jackson. Alternatively you may ask for anappointment with Mrs Gilbey in order to discuss your concerns. She willexplain the complaints procedure to you and will make sure that yourconcerns are dealt with promptly. It will be a great help if you are as specificas possible about your complaint.
What we will do?We will acknowledge your complaint within three working days and will lookinto your complaint as soon as possible to agree an appropriate timescale forproviding you with a full written response to your concerns. We shall then bein a position to offer you an explanation or a meeting with the people involved
We shall aim to?
Complaining on behalf of someone elsePlease note that we keep strictly to the rules of medical confidentiality. If youare complaining on behalf of someone else, we have to know that you havetheir permission to do so. A note signed by the person concerned will beneeded.
We hope that if you have a problem you will use our practice complaintsprocedure. We believe this will give us the best chance of putting rightwhatever has gone wrong. This does not affect your right to approach NHSEngland on 0300 311 2233. Advice can also be sought from ICAS, PO Box14043 Birmingham, B6 9BL, POhWER on 0300 456 2370. If you feel you aredissatisfied with the result of our practice investigation, write to: TheParliamentary and Health Service Ombudsman, Millbank Tower, Millbank,London SW1P 4QP