LAST UPDATED ON ........ Wednesday 24 May 17
LONG WAITING TIMES TO SEE A GP OR ANP
There have been a number of recent instances, either by letter, note or verbal comment made to staff about the long waiting times to see a GP or ANP, sometimes people quoting 3 weeks. All of the practice team are aware that due to some patients wishing to see particular GPs or ANPs plus taking into account the GPs/ANPs current list, annual leave etc, some waiting times are longer than normal.
We have lost a number of GP partners over the last 3 years, from 7 to now 3.5 and have had to employ more salaried GPs, (when we can find them of the quality required) and this comes at a greater overall cost. At the same time you should be aware that NHS England has not increased funding for new GPs or staff for some years. All new NHS money is directed at GP federations and community based healthcare initiatives, in order to redress the balance and level of care across the borough.
As mentioned at the last PPG meeting in April, the number of patient contact appointments, be it via tele triage, face to face here or at IHL have increased considerably as the patient list now hits 13000 for the first time.
All of us at Camberwell Green continue to work very hard to offer and deliver the best possible clinical service with the resources we have and we appreciate your forbearance with this.
ELECTRONIC PRESCRIBING SERVICE (EPS)
Please tell your GP or Advanced Nurse if you wish to have your prescriptions "electronically" sent to your preferred pharmacy of choice. If you do opt for this, its saves a lot of time and admin and means you just have to attend your pharmacy about 15-20 mins after leaving the practice and your prescription should be waiting for you at your selected pharmacy.
DR CLAIRE THOMAS - NEW GP & TEAM MEMBER
We are delighted to welcome Dr Claire Thomas to our clinical team. Dr Thomas started in early April and will predominately be working Tuesdays and Thursdays, and of course she will bolster our female clinical numbers after some years with just Dr Cotton being the sole female clinician! I am sure you will all welcome her when you get to meet her.
CORRECT 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
Can i please ask you to kindly complete the "very quick and easy" survey test using the Tab marked Friends & Family Test on the right tab bar - we are asking the web co to update the results info to reflect 2017 and it should be showing any time now - thank you
Please also note there are v quick and easy forms to fill in at the practice and i promise you they take about 20 - 30 seconds to complete with just a tick in the box if you would recommend this practice to other friends and family - please ask the staff for a form when you next visit.
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 NEED 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 prescription into the surgery in good time and in advance of your last few days of medications. This is very much appreciated.
291 MISSED APPOINTMENTS IN APRIL!
The Practice offers a large number of consultations each month (roughly speaking 800 more per month than this time last year + up to 400 per month at the IHL Extended Access Centre) via telephone triage, face to face appointments, other community pathways as well as the IHL Extended Access appointments. In line with this large number of pre booked appointments we offer to patients there is an equally large number of missed appointments each month.
With the press and a number of Health care agencies reporting that the Health Service is in major crisis, none of us can afford to loose 291 missed appointments in one month, ie thats 291 appointments lost in April where patients failed in one way or another to contact the practice to cancel their appointments.
Please, 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 - FINAL REPORT
The Practice received the CQC team on 30 Aug 2016 and we were thoroughly inspected in all departments (clinical & patient care, patient services, admin, PPG, the building materially including it being fit to practice from etc).
Overall the inspection was ok but it is regretted that the final report showed 3 areas as "requiring improvement" along with 2 Good areas. The report is published here:
CQC Final Report Jan 2017
We would like our patients to know how hard we worked and prepared for the inspection and that we produced a full corrective package within 30 days of the inspection. However this could not be taken into account as the report had to show what was seen/found on the actual day. We challenged CQC with our proactive work to seek a Ratings Review; it is most regrettable that CQC could not offer the practice a ratings review in February this year.
We forwarded the post inspection corrective "Action Plan" to NHS England and Southwark CCG (see below)
Post Inspection corrective Action Plan 2017
and indeed the CCG will try and assist the practice with getting an early re-inspection and ratings revue, with the objective being to demonstrate that the practice is Good in all areas
We will keep all our patients informed with how this progresses.
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.
INSURANCE & OTHER MEDICAL REPORTS
Please note that if a Patient or an Insurance or other company makes a formal request for copies of a patients medical notes/records (complete with a Patient's signed consent form) there is a minimum lead time of 10 working days to have the required notes ready to send back to the appropriate company or organisation. This is NON Core NHS work and will always fit behind the main core work of patient care and administration. We make every effort to speed this process up but we would like to make all patients and organisations aware of the situation when requesting copies of patient notes.
MORE ONLINE APPOINTMENTS AVAILABLE
We have made available more "online" bookable patient appointments for all those patients who currently use the online services and for any other patients who wish to register for online services (see Patient Online Services) towards the bottom of this news list.
This will now included Thursday late evenings when we have the Advanced Nurse Practitioner working alongside any additional GPs who from time to time offer late Thurs evening appointments.
Also for info, from 1 July we will have an additional female Advanced Nurse Practitioner working fridays only to help balance out the rota and a number of her appointments will be available to book online.
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.
ALL 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.
PHARMACY FIRST - A QUICK AND EASY ROUTE FOR PATIENTS
Did you know that if you dont pay prescription charges you can get medicines free from your local pharmacy without needing to visit the practice? Your pharmacist can give you advice ona wide range of treatments for a number of conditions and it will save you time and free up appointments here for those with more urgent and complicated cases. Speak to any one of the local Camberwell Pharmacies and mention "Pharmacy First"
THE PRACTICE EMAIL ADDRESS IS..........