......Updated to.......Wednesday 16 May 2018
NEW - PRACTICE GUIDE LEAFLET
The PPG members have over the last year revised and updated the Surgery Guide Leaflet that gives all new and current patients a full resume' of what services are available at the Surgery and who the GPs and clinicians are. This includes useful information on telephone triage times and guidance on prescriptions and other practice matters that will help and advise our patients.
We would particularly like to thank Rob Anderson and Ela Spechko for their valuable time and effort given to putting the leaflet together, all the checking and proof reading to produce what is a really current, useful and workable document.
Copies will be available from the Reception Desk in the very near future. You can see a basic version here:
2018 Revised Surgery Guide Leaflet
LATE MAY PUBLIC HOLIDAY
Just to remind all patients that the Surgery will be closed on Monday 28 May during the late May public holiday.
As usual the telephone lines will divert to SELDOC who cover the practice for all out of hours/weekends/public holiday but please use the 111 service first.
Please ensure you get any Repeat Prescriptions in as far in advance as possible and not to leave it to the last moment as we may be unable to process these without at least 48 hours notice ie in by latest Wed 2nd and Wed 23 May - thank you
STAFF QUALITY IMPROVEMENT WORKSHOPS AT CAMBERWELL GREEN
Spring has sprung and here at Camberwell Green Surgery we are embracing the spring spirit of new beginnings by trialling our new staff training and development initiative. The end of April saw us launch our very first All Staff Quality Improvement Workshop.
Led by our newest GP, Dr Claire Marie Thomas, we brought our staff together for an afternoon to share new ideas and tackle long standing challenges that face the practice. A pre-event staff wide survey identified priorities of strengthening both our internal communication and our appointments system that we tackled during the workshop.
Staff from all departments of administration, reception and clinical worked together in teams to explore these issues and propose action plans for improvement. Not only has this helped us identify several exciting areas for improving patient care, but it has also helped to increase our sense of camaraderie and team spirit.
Many staff gave feedback on how much they enjoyed working with staff from other departments and learning more about their roles and activities, whilst also reporting how the session helped them to feel an ownership and commitment towards improving quality of care at the practice.
We will be testing out the ideas generated form this session in the coming months and hope that all our staff and patients will begin to notice improvements to communication, access and quality of care. This is just the beginning of our new in house quality improvement program, as we continue with quarterly follow up workshops to drive the program forward.
PPG AWARENESS WEEK 4-9 JUNE
The local Clinical Commissioning Group (CCG) are hosting a "Southwark Patient Participation Group Network" (SPPGN) event on Wed 6 June 18 from 530pm to 8pm at Cambridge House Addington Square in Camberwell SE5 0HF.
They will be promoting PPGs to encourage more patients to take an active part in their healthcare for better outcomes - to book a place please ring 0207 525 7507 or email firstname.lastname@example.org and use SPPGN in the title bar.
All residents, patients and members of our PPG are welcome to attend.
GDPR - WHAT IT MEANS FOR YOU
Like other Practices and organisations across the country, we are busy updating policies and procedures in relation to the introduction of "General Data Protection Regulations" (GDPR) which comes into force on 25 May 18.
GDPR will replace the outdated Data Protection Act 1998 and it puts more onus on the organisation (ie, us the practice) to ensure we safely and securely ensure your personal data, notes and records are protected at all times.
We only ever share patient data, with your consent, and then to either NHS hospital/secondary care departments or other associated healthcare pathways that you are engaged in, or with your insurance or other associated professional organisations when they are working on your behalf, and then you would have been made aware of this by signing their consent form first. At no other times is any patient information passed or used by anyone outside the practice.
As with the DPA1998 you are entitled to have access to your notes but you must first formally write to the Practice Manager requesting this and the reason for it. You may be charged an admin fee if you wish to take paper notes away from the practice depending on the number of notes - this will be communicated prior to any copying taking place. A GP will then authorise this before the notes are made available.
WALK IN CENTRE AT CLAPHAM
Following the recent closure of the Waldron Walk in Centre (WIC) we can inform all patients that the nearest available Walk in Centre is located at:
Junction Health Centre (by Clapham Junction Station) 5-8 Grant Road London SW11
All NHS patients are welcome to use this facility and it is open from 8am to 8pm 7 days a week.
INSURANCE & NON-CORE NHS WORK
Due to the current excessive demand at the practice and the additional admin required, we must inform our patients that there will be delays to requests from external organisations and insurance companies, requesting reports on patients.
The insurance admin clerk is working closely with GPs to try and arrange insurance and other admin report appointments including medicals and we hope to trial something new and workable soon.
At the last PPG Meeting in February, the Practice Manager promised to check on the status of the Pharmacy First service and if it was still being funded. It is confirmed that in Southwark it will remain being funded for the current foreseeable future.
ARE YOU REGISTERED FOR ONLINE SERVICES ? IT TAKES 2 MINUTES AT RECEPTION!
The Practice has one of the lowest uptakes for patients registering for "Online" services.
We now have an easy to use Tablet situated on the main reception desk that allows you and other patients to quickly register and we invite as many patients as possible to come in and register next time they visit the practice
When you become registered you will then be able to access:
- Ability to book some GP & Nurse appointments online
- Ability to send and have your repeat prescription completed and sent direct to your nominated pharmacy (for those patients who have opted into EPS)
- Ability to print off some basic medical records
ELECTRONIC PRESCRIBING SERVICE (EPS) - HAVE YOU SIGNED UP?
Having your prescription sent direct to your chosen pharmacy, knowing that it will be in most cases, ready within 30 minutes must make things easier for most patients - if you are not receiving this service, please ask your GP or Nurse when you next visit or call the practice.
TIMES TO RING THE SURGERY
We are currently experiencing Very High incoming call volumes and as such just wanted to ensure you know the best time to ring the practice, as it will help service levels and delivery:
- To Speak to a GP or Advanced Nurse about an "Urgent" medical issue - 0800 to 1000
- To book an "Urgent" appointment to see a GP or Advanced Nurse - 0800 to 1000
- To check on admin/results/tests or other non urgent issues - after 1000
- To request a non-urgent or routine GP/Advanced Nurse call back - after 1000
FRIENDS & FAMILY TEST (FFT)
The FFT is being updated by the NHS & CCG with 1 or 2 additional questions being added to the actual "test card" or "online" survey. The CCG will soon be asking all Southwark Practices to ensure that 60% of all patients who attend for a GP or Nurse appointment, complete a test/survey card.
To this end we will be handing out more cards when you arrive or depart from your GP or Nurse appointment - please can we ask you to take 2 minutes to answer the 2 or 3 quick and easy questions and place the card in the box at the reception desk.
You can still do this online via this website and it is really very quick and easy and gives the NHS/CCG a good idea of how patients might recommend their practice to others in the local area.
FEELING UNWELL? > FIRST STEP > SELF CARE
Most people when they start to feel unwell make their GP Surgery the first stop to seek help and care. This should NOT always be the case, as there is a host of current and useful information and help available from a number of sources to help you get better without having to see a Dr/GP/Nurse etc.
Self Care fact sheets provide a great source of up to date healthcare information on a wide range of subjects and we highly recommend our patients use these fact sheets to better understand the particular issues and how best to overcome them.
You may wish to use the advice given on these sheets to discuss your current issue with your local Pharmacist who is highly trained to give advice and dispense the relevant medicines on a large number of minor medical healthcare cases. Southwark CCG and all Southwark Practices work hand in hand with their local pharmacies to ensure they are ready and available to help us by dealing with all number of minor medical issues which in turn allows us to deal with more urgent and difficult cases.
We strongly encourage all our patients to make use of these Self Care factsheets AND the local pharmacy as they can really help you with you minor medications and healthcare.
Also, Think 111 Service!
REPEAT PRESCRIPTIONS NEEDS AT LEAST 48 HOURS OR TWO (2) WORKING DAYS FOR PROCESSING
ALL patients are kindly reminded that the processing time for ALL Repeat Prescriptions is 48 hours or 2 working days. Similarly all patients are kindly reminded and advised to manage their own medications and medicines to ensure you put your repeat prescription into the system in good time. There have been a recent spate of patients demanding same day or next day prescriptions and we work to 48 hours or 2 working days for these. As a footnote your local registered pharmacy can prescribe 2 days emergency medicine in the event you run out and have not sorted your repeat prescription in time.
Please help us to help you by getting your repeat prescriptions into the surgery in good time and before your current medications run out.
339 MISSED APPOINTMENTS IN MARCH
In MARCH 2018 we offered a total of 3107 GP and Nurse appointments including those at IHL's Extended Access Centre. However 339 of those appointments were missed where the patient(s) for whatever reason "did not attend" or DNA. This equates to 10.90% of all available monthly appointments being missed.
If you cant make your appointment for any reason, ring or email the Surgery and let us know so we can give this valuable appointment to another patient where it will be greatly needed - ALWAYS phone in on 0207 703 3788 to cancel your unwanted appointment.
Are you pregnant or do you have a baby? Mumspace is a group of friendly mums who meet to share the ups and downs of motherhood. They have toys and activities that your children will enjoy and time when mums can talk, share, listen and learn together. All mums of even mums to be are warmly welcome to Mumspace and local venues for Mumspace are:
Walworth Mumspace, Pembroke House, 80 Tatum Street SE17 1QR on Mondays 10 - 12 noon
Wyndham Road Mumspace, St Michael & All Angels, Wyndham Road SE5 OUB on Tuesdays 1 - 3pm
Camberwell Mumspace, Camberwell Salvation Army, Lomond Grove SE5 7HG on Fridays 10 - 12 noon
CQC INSPECTION JAN 18 - FINAL REPORT
The Practice received the final CQC Report in April 2018 (see below) after a second and v thorough inspection of all departments (clinical & patient care, patient services, administration, the PPG, Infection Control, the building materially including it being fit to practice from etc).
Overall the inspection was rated as "Requires Improvement" however it included a number of Good areas as well as recognizing the massive demand and huge work we all do each day and the particular demands of the area of London we work in.
Most of the actions needed were completed on the day or within 2 days of the inspection, being administrative or procedural and the Action Plan to bring the "requires improvement" areas up to Good was checked and approved by NHS England, Southwark CCG and IHL in February.
We are now working to this raised standard to ensure all the items noted are part of regular checking, updating and staff education.
CQC Final Report Jan 2018
111 SERVICE - WHEN ITS "LESS THAN URGENT"
The South East London 111 service has been fully refreshed, invigorated and have moved their regional HQ from Beckenham to Croydon. We strongly recommend you using the 111 service for anything that is less than urgent and contrary to popular belief, only a very few calls get referred back to the patients GP practice (ie where the 111 service believes that in the particular case, the patient should speak to their GP). We also welcome feedback on this service.
HAVING YOUR SAY..............FEEDBACK
We politely ask all patients that before posting any angst or dissatisfaction via NHS Choices or other boards please do contact the Patient Services Manager, Mrs Sue White or myself, the Practice Manager as we can normally come to a mutually agreed outcome with most access / appointment issues - we really do want to help all our patients and by talking about your issues away from the busy front desk it lends itself to a more calmer environment to look at the context - we really do V much appreciate if you can do this.
Also we now have a feedback and complaints box on the front desk for you to leave notes or indeed complaints - please do ask for a complaints form if writing a complaint. Your feedback and comments are again V much welcomed.
HOW TO SEE A DOCTOR & OUR PATIENT ACCESS SYSTEM
Changes to how you will see your Doctor or Nurse
To ensure you get the best and most appropriate treatment from the most appropriate clinician, a new appointment system was rolled out on 25 April 2016 after the old Walk-in/Open Access clinics closed on 22 April; this is in line with the rest of NHS Primary Care/GP Practices and Surgeries across the country.
The new system will comprise of the following access and contact methods:
1. TELEPHONE - please call the surgery to discuss your problem noting that
To speak to a Doctor on the day or for a routine appointment please call between 0800 and 1000 on the day - please note any calls received after 1000 may not be responded to on the day
Real emergencies - ring at any time between 0800 - 1830
2. EMAIL - send us an email clearly explaining what you need marked for the Patient Service Manager
3. CONTACT SLIP - complete a Patient Contract Form at time of visiting reception stating what you need
4. ATTEND IN PERSON - speak to a member of the Reception team about what you need.
Our staff will deal with your request according to the urgency or clinical needs and help you to access the best overall solution. They will then send your request to the most appropriate member of the practice team. This may result in you being seen by appointment here at the Surgery or having an appointment at our Extended Access Centre (IHL).
For those of our non english speaking patients, we will be signposting some messages not least that our staff will work with each non-english speaking patient to help and assist to complete a Patient Contact Form to the best of their joint ability, in order to better illustrate their needs when placing that person on the GPs telephone triage list.
Finally, please do not ring the Surgery for more information - please speak to someone at Reception or your clinician next time you visit the practice.
We believe this will ensure that you will be seen as quick as possible by the appropriate member of our team and it will help us to continue providing the best treatment available; we do need your help and understanding to make these changes work for all.
DO YOU HAVE SPECIAL COMMUNICATIONS NEEDS OR REQUIREMENTS?
We need to know if any of our patients have special communications needs or requirements - if you do indeed have a disability, impairment or are experiencing sensory loss, we would like to know so we can ensure any communications between the practice and you the patient are formatted in a way that makes it as easy as possible for you to read and understand.
All new patients are being targeted when they complete a New Patient Registration form but for all those existing patients who have not already highlighted this to the practice, i would ask that you inform a member of the Reception team as soon as possible, requesting the most suitable or appropriate type of format for your needs.
YOUR NAMED & ACCOUNTABLE GP/DOCTOR
The latest GP contract now directs that your named and accountable GP takes full responsibility for all coordination of your patient services and that they are delivered as required (according to the GPs clinical judgement at the time).
The role of your GP is:
not to take on vicarious work or responsibility for other Doctors or health professionals
not to take 24 hour responsibility for the patient or to change their working hours
not to imply personal availability for GPs throughout the working week
not to be the only GP or clinician who can provide care for that patient
There is no condition for the patients to see the named GP when they book an appointment at the practice
Patients are entitled to choose any GP or Nurse working at the practice in line with current arrangements
If still in doubt your GP, Nurse or manager will kindly explain more at your next appointment.
DECLARATION OF GP EARNINGS FOR YEAR ENDING 31 MARCH 2016
GP Practices now have to declare on their host websites the details of "GP mean earnings" for the previous financial year (2015/16). This is stated as "average pay" for those GPs working to deliver NHS Services for patients at their practice.
The average pay for GPs working at Camberwell Green Surgery in the previous financial year was £48,075 before tax and National insurance. This is for the 7 part time GPs who worked in the practice for over 6 months of that financial year.
NON-ENGLISH SPEAKING PATIENTS
YOU MUST BRING SOMEONE WITH YOU WHO CAN SPEAK ENGLISH OR CONTACT THE RECEPTION TEAM TO DISCUSS BOOKING AN INTERPRETER
We ask ALL PATIENTS WHO DO NOT SPEAK ENGLISH to ensure they have someone who can attend with them who speaks English - if not, you must discuss booking an interpreter with the reception staff - otherwise, without someone who can help translate for you, we will be unable to help you with your medical needs - thank you.
THE PRACTICE EMAIL ADDRESS IS...