Practices in Focus
Rosedale Medical Practice: Care Outside the Box
Rosedale Medical Practice is a wellness-focused medical practice in West Pennant Hills NSW, home to experienced general practitioners, allied health professionals and patient support staff. New practice owners Dr Jaspreet Saini and Gurleen Saini recently experienced their first round of accreditation with AGPAL. They expressed how valuable they found the process and kindly took the time to share their thoughts with us.
Rosedale Medical Practice opened its doors over 25 years ago and since then has been providing proactive and preventative healthcare to patients, with some families accessing their services across up to five generations. Committed to supporting their patients in achieving the best health outcomes possible, Rosedale Medical Practice prides themselves on being an innovative and forward-thinking while continually striving to improve their services for their patients.
With a focus on proactive and preventative healthcare, Rosedale Medical Practice is committed to providing personalised patient-centred services. Their care philosophy is to provide ‘Care Outside the Box’: a holistic, empowered approach to improving health outcomes that allows the patient to be an active participant in their own healthcare journey.
Before it became Rosedale Medical Practice, the building on Coonara Avenue in West Pennant Hills was featured in the iconic Australian television show ‘A Country Practice’. It was home to Molly Jones, whose character’s on-screen battle with leukaemia and eventual passing touched the heart of our nation in 1985. Now, almost 40 years later, that home has become the Rosedale Medical Practice of today – committed to making their practice feel like a welcoming home for everyone with their personalised approach to each patient’s needs. In their words, “We believe that every visit to your GP should warm your heart and help restore your confidence in your health.”
Dr Jaspreet (Jas) and Gurleen took ownership of the practice in 2019 and since then have implemented many changes to support their vision of providing ‘Care Outside the Box’. From digitising processes with the introduction of online appointment bookings, SMS recalls and reminders, to the implementation of CareMonitor and a shared care monitoring app, the past few years have brought many process improvements to enhance patient care. The team has also grown, with three new general practitioners and allied health professionals joining the Rosedale Medical Practice Team. In addition to many new initiatives and continued growth of the practice, the team has been busy preparing for their accreditation against the RACGP Standards 5th Edition – the first on-site accreditation assessment Jas and Gurleen have experienced as new practice owners.
After successfully achieving accreditation, Jas and Gurleen expressed their appreciation for the accreditation process and support provided by the AGPAL Team. Our team was delighted to receive their positive feedback which highlighted the role accreditation played in providing them with peace of mind that their practice is doing the right thing by their team, their patients and their community. We were fortunate enough to speak with them further about their thoughts on the process, and what the future holds for Rosedale Medical Centre.
Congratulations on achieving accreditation during your first on-site assessment as new practice owners! What are your overall thoughts on the accreditation process?
As the new owners of Rosedale Medical Practice in West Pennant Hills, going through the AGPAL accreditation process for the first time was a valuable experience. It gave us the confidence that we were doing the right thing, had the right systems and structures in place, and were able to review and refine our policies, processes, and procedures leading up to the day of our on-site accreditation assessment.
The AGPAL Assessment Team made us feel very comfortable during the on-site assessment as they focused on this as an opportunity for quality improvement. It was initially a daunting process, but it became clear very quickly that it was intended to support and provide peace of mind to practices like ours.
What benefits have you seen and/or do you expect to see as a result of the accreditation process?
One example of how accreditation helped us to improve was that we identified that we were not routinely collecting cultural data for our patients. This was not an oversight but rather something that had not been prioritised among the busyness of the practice. Through the accreditation process, we realised the importance of doing this, and how it can help us to provide more culturally sensitive care to our patients. We made two simple changes: refining our new patient forms, and asking the question in a culturally appropriate way at reception to make instant improvements. We now have a system in place to routinely collect this data, and it has already proven to be invaluable in the care of our patients.
Going through accreditation was also a valuable team-building experience. The entire practice united around a common purpose, and we all worked together to ensure that we were meeting the rigorous standards set by the RACGP. On achieving our AGPAL accreditation, we celebrated our success as a practice, which was a proud moment for everyone involved.
We believe that accreditation is a continuous process and we will continue to work on our systems and processes between the on-site accreditation assessments to ensure that we are ahead of the curve. We now have the confidence that our systems meet rigorous standards, and the peace of mind that we are doing the right thing by our team, our patients, and our community.
Do you have any tips for new practice owners looking to begin the accreditation journey?
We highly recommend that other practices considering accreditation through AGPAL take the leap and go through the process. It may seem daunting at first, but it‘s intended to support and improve your practice. It’s a valuable experience that will provide peace of mind to both the practice team and patients. Here are a few tips to help you get started with your accreditation journey:
- Start early: It’s important to start preparing for accreditation well in advance. This allows you to review and refine your policies, processes, and procedures, and make any necessary changes before the on-site assessment.
- Involve your team: Accreditation is a team effort, so it’s important to involve your entire team in the preparation process. This not only helps to distribute the workload but also creates a sense of unity and shared purpose.
- Use the resources available to you: AGPAL provides a range of resources to help practices prepare for accreditation. Take advantage of these resources to ensure you are meeting the required standards.
- Take a proactive approach to quality improvement: Accreditation is not just a one-time event, but a continuous process of quality improvement. It is important to adopt a proactive approach to quality improvement, regularly reviewing and refining your systems and processes to ensure you are always ahead of the curve.
- Be open to feedback: Accreditation is an opportunity to receive feedback on your practice and identify areas for improvement. Be open to this feedback, take it on board, and use it to make positive changes that benefit your team, your patients, and your community.
What changes have you seen at Rosedale Medical Practice since taking over as practice owners? How did preparing for accreditation impact any of these changes?
As the new owners of Rosedale Medical Practice, we have implemented several changes to improve the quality of care for our patients. One of the biggest changes was the introduction of a new patient-centred care philosophy, which we call “Care Outside the Box.” This approach emphasises personalised care that goes beyond the traditional medical model, considering each patient’s unique circumstances and needs.
To support this philosophy, we have also made several changes to our practice operations, such as implementing more efficient appointment scheduling and introducing new technology to streamline administrative tasks. We’ve also invested in ongoing staff training and development to ensure our team is equipped with the skills and knowledge needed to provide the best possible care.
Preparing for accreditation was an important part of this process, as it helped us to identify areas where we needed to improve and provided a framework for implementing those changes. Through the accreditation process, we were able to develop a more robust quality management system that allows us to continually monitor and improve the care we provide. Overall, these changes have helped us to build a stronger, more patient-centred practice that is better equipped to meet the needs of our community.
Are you able to share an initiative (or initiatives) that your team is most proud of to have implemented since you became the practice owners?
One of the initiatives that our team at Rosedale Medical Practice is most proud of is the implementation of a process to improve the proportion of patients with diabetes with a HbA1c recorded in the last 12 months. This initiative has been highly successful and was recognised with the PenCS Data-Driven Clinical Excellence Award.
Our nurse and practice pharmacist used the PenCS Data Extraction tool to identify patients that were due for their HbA1c, coordinate with patients and their GPs, organise pathology testing and calling them in for their care plans. This is a process we continue to use and have now refined this so that we recall patients based on the month they are born.
This initiative has been incredibly rewarding for our team because it has improved the quality of care we provide to our patients with diabetes and has also helped to prevent complications that can arise from uncontrolled blood sugar levels. It has been heartening to see the positive impact this initiative has had on our patients, and to receive recognition for our efforts has been very motivating.
Overall, we believe that initiatives like this one are essential for delivering high-quality, patient-centred care. We’re always looking for ways to improve the care we provide to our patients and are excited to continue implementing innovative solutions in the future.
Your care philosophy is structured around providing ‘Care Outside the Box’. What does this look like in your practice, and how has the accreditation experience enhanced the way you support patients?
At Rosedale Medical Practice, we believe in providing ‘Care Outside the Box’, which means we take a holistic approach to healthcare and empower our patients to be active participants in their own healthcare journey. Our focus is on proactive and preventative healthcare, and we’re committed to providing personalised patient-centred services. We believe that every visit to your GP should warm your heart and help restore your confidence in your health.
Our accreditation experience has enhanced the way we support our patients by providing us with a framework to review and refine our policies, processes, and procedures leading up to the day of our on-site accreditation assessment. This has helped us to identify areas for improvement and make changes that ultimately benefit our patients.
One example of how accreditation helped us to improve was that we identified the need to routinely collect cultural data for our patients. Through the accreditation process, we realised the importance of doing this, and how it can help us to provide more culturally sensitive care to our patients. We made simple changes to our new patient forms and reception process to routinely collect this data, and it has already proven to be invaluable in the care of our patients.
Accreditation has also been a valuable team-building experience, as the entire practice united around a common purpose and worked together to ensure that we were meeting the rigorous standards set by the RACGP. Achieving our AGPAL accreditation was a proud moment for everyone involved, and it has given us the confidence that our systems meet rigorous standards, and the peace of mind that we are doing the right thing by our team, our patients, and our community.
Overall, our care philosophy of providing ‘Care Outside the Box’ is at the core of everything we do at Rosedale Medical Practice, and our accreditation experience has enhanced our ability to provide high-quality care to our patients. We believe that accreditation is a continuous process, and we will continue to work on our systems and processes between the on-site accreditation assessments to ensure that we are ahead of the curve and providing the best possible care to our patients.
Quality improvement seems to be part of the organisational culture at Rosedale Medical Practice, with a dedicated quality improvement champion on your staff! How have you developed this culture and what tips would you provide to others wanting to improve this aspect of organisational culture within their own workplace?
At Rosedale Medical Practice, we have always made quality improvement a priority. One of the ways we have developed this culture is by fostering effective communication among our team members. We understand that good communication is key to identifying areas for improvement, setting goals, and developing strategies to achieve those goals. In addition, we have been intentional about developing change leadership capability and capacity within each member of our team. This involves empowering each team member to take ownership of quality improvement projects, providing them with the necessary resources, and supporting them throughout the process.
To support our communication efforts, we’ve also utilised our practice SharePoint site to augment our communication efforts. This allows us to share important updates, documents, and resources with our team members in a centralised location. It has also helped us to foster a culture of transparency and accountability, as everyone can see what others are working on and what progress is being made.
As part of our ongoing commitment to quality improvement, we are also implementing Wednesday lunch and learn sessions. These sessions will provide an opportunity for team members to learn from each other, share best practices, and develop new skills. Additionally, we are proud to be a teaching practice for medical students and GP registrars, which provides us with an opportunity to contribute to the future of the medical profession and learn from emerging leaders in the field.
Overall, our tips for improving the culture of quality improvement within a workplace include fostering effective communication, empowering team members to take ownership of projects, providing the necessary resources and support, and promoting transparency and accountability. By doing so, we believe that any organisation can develop a strong culture of quality improvement and make significant strides in delivering exceptional care to their patients.
Your practice appears to have an innovative approach to healthcare, particularly in the digital space, continuously improving on the ways you can support your patients. What new initiatives might we expect to see from Rosedale Medical Practice between now and when we visit for your next accreditation assessment?
At Rosedale Medical Practice, we are committed to continually improving the ways we support our patients, and we have several new initiatives in the works that we are excited to implement. One of our key areas of focus is on developing our in-practice training resources. We believe that investing in our staff’s skills and knowledge is crucial to delivering high-quality care to our patients. We plan to offer regular training sessions for all members of our practice team to ensure that they are up-to-date with the latest medical developments and equipped with the skills they need to provide the best possible care.
Another area we are focusing on is developing programs of multidisciplinary care, such as a diabetes management program. We have an experienced practice pharmacist, dietitian, nurse, GPs, and admin staff who all have valuable expertise to offer in diabetes management. By tapping into this multidisciplinary team, we can provide a comprehensive and coordinated approach to diabetes care that will benefit our patients.
In addition, we plan to increase our use of and range of case conferences, such as our linkage with Western Sydney Diabetes Case Conferencing, our Cardiology in the Community Program, and Chronic Kidney Disease management. These initiatives enable us to work collaboratively with other healthcare providers, such as non-GP specialists and allied health professionals, to provide the best possible care for our patients.
We are always looking for ways to leverage technology to enhance our patient care, and we plan to explore new digital tools and platforms that will allow us to better communicate with our patients and improve their access to care. For example, we may investigate the use of remote monitoring tools for patients with chronic conditions, telemedicine to enable virtual consultations, and patient self-management tools.
Overall, we are committed to delivering innovative and high-quality care to our patients, and we are excited about the new initiatives we have planned. We believe that these initiatives, combined with our existing programs and services, will further enhance our ability to support our patients’ health and wellbeing.