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Highcroft Surgery News: August 2016
New Phone System
Over the last few months we’ve had a lot of frustrations with our phone system. Additional staffing has improved our availability to answer calls but our phone system has been letting us down and we know it’s often been very difficult to get through.
We have now got an agreement with our phone supplier that we will be implementing upgrades by Friday 5 August at the latest. It will enable calls to be queued so you won’t have to keep calling if we’re busy. It will also show us how we’re doing and when people are being kept waiting.
If the upgrade fails or is delayed for any reason, we are going to go for an interim solution. When we tried this interim solution previously we discovered that a few patients with certain phone providers couldn’t get through. If you find you call and the phone rings and rings without an answer, you can use a backup number – 0115 883 2338.
As well as improving the system itself, we are continuing to recruit additional staff to make sure we always have enough people available to answer phones and keep queues at the desk to a minimum.
We’re also looking at other things we can do to keep queues down and improve the service we provide. For example, we’ll soon have a self-service point where you can order prescriptions, drop off samples, find out about local services and possibly test your own blood pressure. More and more of you are having your prescriptions sent electronically saving a wait at reception.
After a number of months struggling to recruit doctors, we have three joining us in August:
- Dr Nia Williams has been with us over the last year as a Trainee GP. Having completed all her training, she will be staying on as a salaried GP.
- Dr Kate Jack joins us in August as a Salaried Partner. Dr Jack has over 13 years’ experience as a GP.
- Dr Andrew Brodie is a GP Trainee in his third year of training and will be with us for a full year.
New Approach to Annual Reviews
We have introduced a new annual review system that will be more efficient and less time consuming. We want to give our patients with Long Term Conditions the best outcomes and guidance that we can. To do this we need to ensure that we have an organised process for reviewing our patients on at least an annual basis.
All patients with a Long Term Condition, like Diabetes or Asthma, will receive one invite each year for a review. Even if someone has multiple conditions and invitations, they’ll now just have one invite and have everything reviewed together.
We hope this new approach works well for everyone. While we change our systems, some people may find they don’t get an invitation for a review as soon as they normally would. If anyone is concerned and would like to come in sooner rather than wait for their invitation, please call us and ask our reception staff to book your annual review.
In other news…
- We will be closed for training from 12.30 pm on 11 August, 15 September and 13 October
- We’ve secured funding for one of our nurses, Jo Balchin, to become an Independent Nurse Prescriber
- Flu season will soon be upon us. If you’re over 65 or have a long term condition, you will be eligible for a free vaccination from us
- Any prescriptions that can be sent electronically will now go to your nominated chemist even if you have any other medications that cannot (e.g. controlled drugs)
(Site updated 24/08/2016)