Introduction

Over the last 6 months much has happened in the surgery, there have been many changes including new doctors and changes to the opening hours. I have tried to cover the key points in this and will publish more information in the future.

Changes to Doctors

Dr Seres left the surgery in July she has been with the surgery for the last two years Dr Waddington has left to go on maternity leave. I am sure both doctors will be missed by patients and staff but we all wish them well for the future. We have two new Doctors joining the surgery on the 3rd August Dr Fernandes and Dr Sharma Bhatt.

Also from the 1st August we will be increasing the sessions provided by Dr Jivraj and Dr Jadoon from 5 session a week to six sessions a week so that Dr Jivraj will work all day on Monday, Wednesday and Friday and Dr Jadoon will work all day on Tuesday, Wednesday and Thursday.

Changes to hours

As a result of these changes we will be changing the hours that we a open in the evening, Dr Jadoon will continue to provide evening session but these will be provided onTuesday instead of MondaysOver the last few months we have completed a review of the appointment scheme including a patient survey. While many patients are pleased with the system there are those that would like to see changes. One of the main faults with the previous system was that one doctor was doing all the extended hours provision. We have looked and thought carefully about the extended hours and considered the comments from the survey. As a result we have made the following changes: -

Dr Mistry will see patients between 7 and 8 AM on Monday mornings,

Dr Jadoon will see patients between 6:30 and 8PM on Tuesday evenings

Dr Emadi will see patients between 6:30 and 8 PM on Thursday evenings

The impact of this is to stop Saturdays but increase the number of appointments being offered outside core times.

Reception will not be open between 7 and 8AM on Monday mornings

A survey will be completed after we have been providing this service for 3 months to measure the impact and look to see if further changes are required.

Change to appointments

We have for the last 2 years been releasing appointments each day at 8PM, to be booked over the internet or using the automated telephone system. A few appointments are released each night for 1 week and 2 weeks in the future. The remaining appointments are opened at 8 PM ready to be booked for the next day.

We have found half the appointments are now booked without speaking to reception, either on the internet or by using the automated telephone system. Also while 4 years ago we needed 4 reception staff between 8 and 9 AM and all lines were busy the incoming telephone lines are now quiet by 8:10 and are manned by just 3 reception staff.

While many patients are managing to book 1 and 2 weeks in advance there are some patients that would like to be able to book closer to the appointment date. In order to support these patients we have started to release some appointment 4 days in advance. We will monitor this to see what impact this has on patients booking.

Telephone consultations

Please consider if your visit could be avoided and if a telephone consultation could meet your needs. Many patients attend to get the results from blood tests which could be given over the telephone. Sometimes a doctor will need to see you for a follow up but frequently this is not required.

We have changed the letters sent to patients so that it is clearer when the doctor feels the results can be given by telephone and this is now in operation. Please if the letter says to arrange a telephone consultation then follow that process as it will leave the face to face consultations free for patients that need to be seen in the surgery.

All doctors will call you back during the surgery hours, to give results from tests or to answer your questions. There are times when the doctor will say s/he needs to see you and will arrange an appointment but frequently that is not required.

If you would like a telephone consultation, call reception and leave your phone number with a short message indicating what you want to discuss. The doctor will return your call.

Emergency appointments

There is no such thing as an emergency appointment. If you call the surgery and feel you need to be seen on that day please tell reception and you will either be fitted in or a doctor will call you back. We can’t state which doctor you will see or the time, you will be asked to wait and a doctor will call you.

Tom Johnson

Practice Manager

Issue 3 - July 2012