updated to..............Monday 12 Feb 2018
RECRUITING NOW - VACANCIES
The practice is recruiting two Medical Receptionists to work as part of our Patient Services Team, supporting the GP Partners, Clinicians, Nurses and staff in delivering the highest standard of primary care to our patients. The Surgery, originally formed in the early 1970s is now the largest independent NHS Contracted GP practice in Southwark with a diverse 13,000 patient list.
Both posts are full time (35 hours per week) and the successful candidates will join the morning or afternoon shift teams. With immediate starts, candidates should ideally have current or recent customer/patient services experience, be diligent and hard working as well as flexible, possess good IT skills (Windows, Word, Excel, Databases etc) and be able to work in a challenging, fast moving and demanding setting. You should have a good customer/patient facing disposition as well as an enquiring phone manner and should be able to work as part of a busy but small "front desk" team dealing with a wide range of patient contacts.
Candidates with the right mix of experience, flexibility and skills should apply by forwarding a short covering letter (giving details of current employment and role, qualifications, availability to start and confirmation of the right to work in the UK) plus a current updated CV document. Please forward your covering letter and CV by email to firstname.lastname@example.org.
Deadline for all applications is 1800 on Friday 16 Feb 2018; we will respond to all applicants whether called for interview or not. Interviews will be conducted during February 2018.
Successful employment is subject to 2 Satisfactory employment/character references as well as a full DBS check.
Camberwell Green is proud to be an advocate for diversity and equal opportunities. For info, a copy of the Job Description for the advertised post is attached here.
Job Description for Practice Receptionist
HOUSEBOUND PATIENTS - DIABETIC HEALTH CHECKS, BLOOD TESTING AND FLU VACCINATIONS
A Practice Nurse will be visiting some of our housebound patients who are not on the District Nurse case lists to deliver Diabetic health and foot checks, conduct any blood tests and administer winter flu vaccinations during February. The Practice will be in touch to set up appointments and we expect these to take place during the period Wed 21 to Mon 26 Feb 18.
IHL's EXTENDED PRIMARY CARE SERVICE (EPCS)
Please open the link below to see and see all you need to know about the Extended Primary Care Service (ECPS) as operated by the South Southwark GP Federation, IHL for all South Southwark Practices, the service we use each day and where we refer some of our patients to their GPs and ANPs.
THE NEXT PPG MEETING
The next PPG meeting has been moved to Wednesday 21 February 2018 from 4 - 6pm here at the Practice - we look forward to seeing as many PPG members and those patients who wish to attend.
TIME KEEPING FOR APPOINTMENTS
The practice policy backed up by our 2016 Protocol is that we normally expect patients to arrive on or just before their stated appointment time. If a patient is late by 5 mins or less then you will still retain your appointment but as you can it only takes a few of those to push the day back.
If any patient is more than 5 mins late the reception staff would then ask the clinician (GP ANP NP P Nurse HCA or physio) and either inform the patient they can be seen at xx time that session, or to come back at the end of the session to be fitted in at the very end or to be told that they will have to re book a new appointment - the decision of the clinician is final and we ask patients to accept that.
For the practice to run as near to its optimum efficiency we can not delay or have appointments pushed back and we ask that you follow these rules and understand the policy we use. Thank you
ARE YOU REGISTERED FOR PATIENT ONLINE SERVICES ? - IT TAKES 2 MINUTES ON OUR I-PAD 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 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.
317 APPOINTMENTS MISSED IN DECEMBER
In DECEMBER 2017 we were able to offer a total of 3316 GP and Nurse appointments both here and at IHL's Extended Access Centre. However 317 of those appointments were missed where the patient for whatever reason "did not attend" or DNA. This equates to 10.07% 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
AUG 2016 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.
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..........