Outcome of engagement process concerning the re-location of Northgate Surgery
About the engagement process
Saxonbrook Medical Practice sought the views of patients and other members of the local
community regarding the use of services at Northgate Surgery and access to them, as well
as inviting any comments about the proposed relocation of the surgery to Cross Keys
House.
This included surveys of patients which ran from 8th December 2014 to 3rd February 2015,
where patients attending Northgate Surgery were invited to give their feedback. A copy of
the survey was also placed on the practice’s website. A total of 550 people responded to
the practice’s surveys during this time.
The practice also met with its Patient Participation Group (PPG) to discuss the proposals.
Discussions also took place with West Sussex Healthwatch, local councillors and other
community representatives about the plans.
Saxonbrook Medical Practice held two open day sessions for patients at Cross Keys House
on 3rd February 2015 as part of the engagement process.
Outcome of the engagement process
Report from Saxonbrook Medical Patient Participation Group Chairman on feedback
from the open day that took place on 3rd February at Cross Keys House
“Northgate patients were invited to attend two open day sessions held on 3rd February at
Cross Keys House via the Saxonbrook website, personal invitation at the Northgate surgery,
text, email, and posters.
I attended this event in my role as Chairman of the Saxonbrook Medical PPG so that I could
obtain feedback direct from patients.
The event was well supported with a steady stream of patients attending throughout the
sessions, and I would report some feedback as follows:
The patients who initially had negative views of the proposed relocation, once they had seen
the premises for themselves were largely impressed with the facilities provided and
appreciated the need for improved services.
One lady and her husband expressed concern about the size of the lift and how easy
patients would find it to use. It was suggested that a patient who had come to the Walk-In
Centre previously had not been able to fit their ‘buggy’ into the lift.
A couple of patients did not like the glass screens erected in front of the reception desks as
they felt that this detracted from the personal, friendly service that they like.
Some patients enquired about the evacuation procedures in the event of a fire.
A group of 4 people were concerned that the less able, elderly patients who routinely use
Woolborough Road, would find it difficult to attend Cross Keys House. They wanted to know
why the current surgery could not be improved and what effort had been made in sourcing
alternative possible sites for the surgery, where ground floor access to treatment would be
available. The process was explained to them and they seemed to accept the level of effort
and consultation with the various parties involved. After a tour of the premises they were
impressed with the space available and an explanation of how it would be used.
Some 14+ patients attended at lunchtime and, overall, were impressed with the space, and
the fact that more services would be provided on site. They were also reassured in the
knowledge that for the past year, it had operated as Leacroft Surgery.
Some comments from patients below:
“I’m very impressed with the space which is very necessary for treating patients now”.
“I’m very impressed with the modern premises and that blood tests will be done here. It’s
good to have the same staff”.
Continuing with the same staff gave patients reassurance and some suggested that it would
make it a bit easier to make the change because of it.
Areas of concern were:
Parking spaces being used by shoppers etc. rather than patients and no proper method of
policing.
Extra cost to patients using transport whereas they don’t need to do so now.
Clear procedures to follow in the event of a lift breakdown, a) on appointment day, b) on
arrival and c) during appointment.
In general conversation several patients commented on the long time it has taken to resolve
this matter. Once they were made aware of all the different parties involved, they
appreciated the level of work required. However, like me, they would now like a swift
decision so that everyone can move on. I am particularly conscious of the time and effort
that has been given to this matter by the Saxonbrook Medical Partners and administrators.
Living each day in a state of flux is not good for patients or staff.
Finally, it was requested that patients should be informed properly of the final decision and
any other relevant information. This would ensure accuracy of the information rather than
rumour, press articles etc.
Janet Boniface”
Patient survey results
Where patients live
As part of the surveys the practice completed amongst patients, people were asked to
provide their postcode. These results showed that of those asked, Northgate Surgery was
the surgery located closest to where 13.47% of patients lived.
Northgate –
13.47% - 134
Cross Keys House
– 31.16% - 310
Pound Hill –
12.36% - 123
Bridge Medical –
15.97% - 159
Ifield Medical –
13.67% - 136
Leacroft –
13.37% - 133
In total, of the 1692 people who attended the Northgate surgery during the engagement
period, 550 responded to the practice survey which translates to a 30% response rate.
-
Patients registered at Northgate Surgery attend the centre of town significantly more
than they attend the surgery at Woolborough Road.
How often do you come to
Northgate Surgery?
0-2 times a year
3-10 times a year
11-20 times a year
More than 20 times a year
How often do you go into
the centre of town?
Never
Less than once a month
More than once a month
More than once a week
Daily
Coming to the surgery
47% of patients already bring a friend, relative, carer or translator with them to their
consultations. This highlights the limitations of the small consulting rooms at Woolborough
Road.
When you attend the Surgery do you sometimes find it
useful to bring a friend, relative, carer or translator with
you to your appointment?
Yes
No
40% of patients come to Woolborough Road Surgery on foot; interestingly a very similar
number go to town on foot (45%). This suggests that the average Northgate resident who
does not have or use a car should be able to walk to Cross Keys House in the town centre.
How do you normally get to Northgate Surgery?
Taxi
Car
Bus
Bike
On foot
Other
How do you currently get into the centre of town?
Taxi
Car
Bus
Bike
On foot
Other
21% of patients going to town use the bus, but only 6% of patients coming to Woolborough
Road use the bus.
Transport methods to town centre
Bus
Other
Transport methods to Woolborough Road
Bus
Other
A similar number of patients use the car to get to the centre of town (62%) and the surgery
(68%). Availability of allocated parking was important: 82% of patients rated this as ‘very
important’ or ‘quite important’.
Importance of allocated parking
Very or quite important
Not important
Services
97% of patients would like to have additional services that currently are not possible to
provide at Woolborough Road, e.g. 77% would like to have extended hours services.
Would you like to have extended hours services at
Nothgate Surgery?
Yes
No
General comments about the proposed relocation to Cross Keys House
Patients were asked if they had any general comments about the proposed relocation of
Northgate Surgery.
The ‘free text’ comments about a move to Cross Keys House were a mixture, however, the
majority had no comment to make.
Of those patients that did make specific comments, in the main the negative comments were
concerning parking, access, travel and the lift. Positive comments were improved
facilities/services, good transport links, central location and extended hours.
Do you have any comments about what we have asked
you in this questionnaire?
Pro
Con
Unrelated or no comment
Response to issues raised during the engagement process
The main issues that patients confirmed were important to them as part of the engagement
process are detailed below, along with information about how the practice is responding to
these issues.

The desire to improve services
During the engagement process, most patients told the practice that they wanted to see
improved services. Moving services to Cross Keys House will allow the practice to deliver
services for patients in a better environment which will mean we can expand the services we
can provide.

Concern about the lift at Cross Keys House
Some patients expressed concern about how they would access the surgery if the lift at
Cross Keys House were to break down. Another patient had expressed concern that she
had not been able to fit her pushchair in to the lift.
We are doing our utmost to ensure the lift at Cross Keys House is always working and
we have a contract in place to make sure the lift is maintained to the highest possible
standard. In the rare event that the lift was not working and you were unable to access
Cross Keys House because of difficulty climbing the stairs we would be happy to arrange an
appointment for you at our Maidenbower Surgery, on the ground floor.
We will also make sure there are clear instructions in the lift about how to operate it.
The lift is designed to be large enough for wheelchairs and at least one other person,
similarly, the majority of pushchairs. However, in the event that a wheelchair user is
unable to access the lift, then alternative arrangements can be made for a home visit
or they can attend at our Maidenbower surgery.

Concern about the glass screens in the reception area at Cross Keys House
Some patients said they felt the glass screens in the reception area for the new surgery at
Cross Keys House did not support a friendly environment for patients. The practice is
reviewing the appropriateness of the glass screens and will address this in the near future.

Parking
A number of patients said that parking was an important issue to them.
There are various parking options available to patients within the town centre including:
Cross Keys car park (adjacent to Evans Cycles), The Broadway car park (upper level and
lower level – entrance adjacent to St. Catherine’s Hospice shop), and Parkside car park
(adjacent to The Memorial Gardens).
Some patients were concerned about the cost of parking. The practice also runs another
surgery in Maidenbower with free parking available at the front of this surgery. The practice
is able to offer its Northgate patients appointments there if patients are reliant on getting to
the surgery by car.
Some patients and members of the local community asked about disabled parking. At
present, there is only one disabled parking space available at the practice’s existing surgery
in Woolborough Road.
There are many disabled parking spaces located adjacent to Cross Keys House. A map
showing disabled parking bays in Crawley town centre is available on the Crawley Borough
Council website at http://www.crawley.gov.uk/pw/Streets__Roads_and_Transport/Parking/

Secure drop off facility for prescriptions
The practice was asked about how it would ensure a secure drop-off facility at Cross Keys
House for prescriptions. The practice is developing a secure-drop off facility on the ground
floor at Cross Keys House to make it as easy as possible for patients if they wish to order
repeat prescriptions in person. This is in addition to the existing other methods that patients
can use to order repeat prescriptions.

Why the current surgery building can’t be improved
Some patients wanted to know why the existing surgery premises could not be improved.
The existing surgery building in Woolborough Road needs extensive work in order to meet
regulations and the existing surgery building is too small to expand to the size needed to
meet future patient needs. Because the lease on the existing premises is coming to an end
imminently, this therefore provided the practice with the opportunity to secure an improved
surgery environment in which to deliver care to patients.
Conclusion
All patient feedback was taken in to account in reaching a final decision that relocating
Northgate Surgery is necessary in order to improve services for patients.
The practice is grateful to all those who provided feedback and we will continue to work with
our patients as we continue to develop services that will meet their needs, both now and in
the coming years.