The practice has been using iPlato (a texting service) to contact our patients and as a means to remind you of any appointments you have made. Please let us know your most up to date mobile telephone number.
In response to patient feedback about telephone contact with the practice, we have now shifted 1 of our receptionists to the rear office to help answer telephones more quickly and also privately. This has proved a success so we will continue with this.
Hopefully you will have noticed the new receptionist uniform. This is part of the practices customer service plan to provide a professional looking, sounding and consistently high quality service to all of our patients.
There is also now a separate room by reception where patients can speak privately to a receptionist for matters of a sensitive or private nature they do not want to speak about at the main reception. Please ask the receptionists to use this room.
In response to requests from parents with young children, the practice has purchased a small table and chairs plus toys/colouring aimed at children under 7 to keep them amused whilst waiting at the practice.
The practice would request that parents supervise their children whilst they use the play area and "tidy" up any items that are left on the reception floor to prevent any slip or trip hazards please.
SAMs now has the capability to accept card payments where payment is required for any additional services. Over the next 2 months we will be phasing out accepting cheques and cash.
The Friends and Family Test updates are important to the practice and in August 2017 we had the following results on recommending this practice:
Extremely likely 32%
Neither nor 11%
Extremely unlikely 14%
Don't know 2%
There was an increase in positive comments and we routinely look at any comments, either positive ones by recognising those staff individually or as a group or negative ones and will work to improve upon our service.
If you have a specific comment or point that you wish to make, please contact the practice and ask to speak to Mark Arnold the Practice Manger.
Did Not Attend (DNA) L
The September DNA are disappointing! The number of patients who DNA has increased this month to:
GP 37 appointments = 6.1 hours - up 3 hours!
Nurse Practioner 4 appointments = 40 minutes - down 2 hours.
Specialist Nurse clinics 2 appointments = 60 minutes - up 1 hour.
Nurse 49 appointments = 12.25 hours - up 7 hours!
HCA 57 appointments 8.6 hours - up 3 hours!
This means wasted appointments equivalent to 3 full days of clinical time lost, less availability for other patients and poor use of clinical staff time.
Please help to reduce DNA by cancelling any unwanted appointment as early as possible so other patients can have them.
If you want a reminder text please let the practice know your mobile telephone number.
You can phone the practice or use the text "cancel" option if you have received a confirmation appointment text.
If you have any questions or suggestions, please speak to the Practice Manager MARK ARNOLD in person, by telephone 01233 622474 or email email@example.com.
SAM's is a GP Training Practice and our GP trainer is Dr. Obi Okoye.
Our GP registrars, Dr. Hakeem Adetunji and Dr Swithin Nzeh has started seeing patients.
We also have Anthony Owusu-Ansah who has started his training on a Wednesday to be a Physician Associate. Please make him feel welcome.
New members of staff
Patricia, Suzanne Judy have joined the receptionist team and are enjoying working in the practice to deliver an improved service to our patients.
PATIENT PARTICIPATION GROUP (PPG)
#### BREAKING NEWS ####
The PPG held an Open Morning on Friday 18.08.2017 to start their patient engagement to find out what services/changes the patients wanted at the practice.
If you would like to complete the PPG questionnaire please open the attached document and either email it to firstname.lastname@example.org or drop it into the practice.
PPG Patient Survey 2017
The PPG have an important role in the practice alongside their excellent fund raising achievements.
The PPG are always looking for new ideas and support and they want you to get involved in supporting the practice
The next PPG meeting date is Thursday 07.09.2017 at 1700 hours at the practice and generally lasts for 1 to 1.5 hours. Come along and get involved!
The next Half Day closing will be Wednesday 13.09.2017. For a full list of closure dates, please see the "Further Information" tab.
Opening Hours - find out how and when to see a GP
Find out when our practice is open, what the GP consulting times are and what to do if you need help when the practice is closed. Find out more
Repeat Prescriptions - order your medication online
Do you need to re-order your medication? Visit our prescriptions page and complete the online form. Find out more
Like To Register? We welcome new patient to our practice area
New to the area and would like to join our practice? We would be happy to help you. Fill in our registration forms and come see us. Find out more
Find health help with NHS website and app
The NHS in Kent and Medway has a free website and app to help you find the right treatment, especially when you are not sure what to do or who to contact.
Whether you have a baby with a high temperature, a child who is being sick, a teenager who is feeling low or you have a sprained ankle and for many other health problems, the Health Help Now web app can guide you to the service that will help you best.
New features available on the Apple & Android versions include a health wallet, where users can make notes about symptoms or questions they may need to ask a GP, keep a list of health appointments and contacts, save favourite pages from Health Help Now and view other useful apps.
Health Help Now lists common symptoms for people of all ages and helps you finds the best place for treatment for them in the local area. It shows the nearest services, whether they are open or closed, and provides a map of their location & directions.
Health Help Now also offers reliable health advice and links to other useful websites. Available at www.healthhelpnow-nhs.net, it works on smartphones, tablets and computers. To find the downloadable apps, just search Health Help Now at the Apple Store and the Android Google Play Store.
Why not download it to your device now so you have it to hand when you need it?
If you don't have internet access, or if you need medical help fast but it isn't a 999 emergency, dial 111
How we keep your records confidential
Everyone working for the NHS has a legal duty to keep information about you confidential.
We have a duty to
§ Maintain full and accurate records of the care we provide to you
§ Keep records about you confidential, secure and accurate
§ Provide information in a format that is accessible to you (i.e., in large type if you are partially sighted).
We will not share information that identifies you for any reason, unless:
· you ask us to do so;
· we ask and you give us specific permission;
· we have to do this by law;
· we have special permission for health or research purposes or
· we have special permission because the interests of the public are thought to be of greater importance than your confidentiality
Our guiding principle is that we are holding your records in
Who are our partner organisations?
We may share information with the following main partner organisations:
§ Strategic Health Authorities
§ NHS Trusts (Hospitals, PCTs)
§ Special Health Authorities
§ Ambulance Service
We may also share your information, with your consent and subject to strict sharing protocols about how it will be used,
- Social Services
- Education Services
- Local Authorities
- Voluntary Sector Providers
- Private Sector
Anyone who receives information from us also has a legal duty to:
KEEP IT CONFIDENTIAL!
How we use your
If you require this leaflet in a different format or you need further information or assistance, please contact:
Insert Practice name and contact details
IG Resources – March 2007
This leaflet explains:
§ Why the NHS collects information about you and how it is used
§ Who we may share information with
§ Your right to see your health records and how we keep your records confidential
In the National Health Service we aim to provide you with the highest quality of health care. To do this we must keep records about you, your health and the care we have provided or plan to provide to you.
These records may include:
§ Basic details about you, such as address, date of birth, next of kin
§ Contact we have had with you such as clinical visits
§ Notes and reports about your health
§ Details and records about your treatment and care
§ Results of x-rays, laboratory test etc.,
§ Relevant information from people who care for you and know you well, such as health professionals and relatives
It is good practice for people in the NHS who provide care to:
· discuss and agree with you what they are going to record about you
· give you a copy of letters they are writing about you; and
· show you what they have recorded about you, if you ask.
The people who care for you use your records to:
§ Provide a good basis for all health decisions made by you and care professionals
§ Allow you to work with those providing care
§ Make sure your care is safe and effective, and
§ Work effectively with others providing you with care
Others may also need to use records about you to:
· check the quality of care (such as clinical audit)
· protect the health of the general public
· keep track of NHS spending
· manage the health service
· help investigate any concerns or complaints you or your family have about your health care
· teach health workers and
· help with research
Some information will be held centrally to be used for statistical purposes. In these instances we take strict measures to ensure that individual patients cannot be identified.
We use anonymous information, wherever possible, but on occasions we may use personally identifiable information for essential NHS purposes such as research and auditing. However, this information will only be used with your consent, unless the law requires us to pass on the information.
Why we collect information about you
How your records are used
How your records are used
You have the right to confidentiality under the Data Protection Act 1998 (DPA), the Human Rights Act 1998 and the common law duty of confidence (the Disability Discrimination and the Race Relations Acts may also apply).
You also have the right to ask for a copy of all records about you (you may have to pay a fee)
§ Your request must be made in writing to the organisation holding your information
§ There may be a charge to have a printed copy of the information held about you
§ We are required to respond to you within 40 days
§ You will need to give adequate information (for example full name, address, date of birth NHS number etc.,)
§ You will be required to provide id before any information is released to you.
If you think anything is inaccurate or incorrect, please inform the organisation holding your information.
The Data Protection Act 1998 requires organisations to notify the Information Commissioner of the purposes for which they process personal information.
The details are publicly available from the Information Commissioner:
Cheshire SK9 5AF
Tel: 01625 545745