ALBION MEDICAL PRACTICE
NEWSLETTER
1 Albion Street Tel: 0161 214 8710
Ashton under Lyne Fax: 0161 214 8715
OL6 6HF Website:
Issue 38 Sep 2018
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FLU CAMPAIGN 2018

All patients in an “at risk” group will be invited to attend one of our Flu Clinics. We aim to run them in October and November. Due to this year’s vaccine delivery schedules, the clinics will be held later than normal. So we don’t run out of stock we would be grateful if patients could attend their allocated clinic date if at all possible.

‘On The Day Urgent Appointments’

The practice phones lines are open from 8am Monday – Friday for patients wishing to make appointments.

In the month of August 2018 153 patients did not attend theirappointment. This equals 38 hours of wasted time for GP’s and Nurses!!

We are the best performing practice in Tameside & Glossop

for Diabetic Care:This is mainly down to our ‘one stop shop’ approach to our diabetic clinics where our diabetic patients can see a GP, Practice Nurse and Podiatrist for their annual review. We can also thank our admin team who manage all the appointments and ensure all the clinics run smoothly.

Uncollected Prescriptions – As a result of our CQC inspection we have updated our Prescription Security Policy and any uncollected prescriptions still in the box after 4 weeks will be destroyed. Please make sure that you collect your prescriptions in a timely fashion in order to prevent this happening.

CQC Inspection & Rating

We had a CQC inspection in March 2018. Albion Medical Practice was rated

asGOOD. For the full report please us the link on our website.

YELLOW FEVER

We are a nominated Yellow Fever Centre. If you are travelling to Africa, South America, Central America and the Caribbean, please make an appointment for travel vaccinations.

The new GDPR (General Data Protection Regulations) come into force on the 25th May 2018. This is a new law that determines how your personal data is processed and kept safe, and the legal rights that you have in relation to your own data.

What GDPR will mean for patients

Data must be processed lawfully, fairly and transparently

It must be collected for specific, explicit and legitimate purposes

It must be limited to what is necessary for the purpose for which it is processed

Information must be accurate and kept up to date

Data must be held securely

It can only be retained for as long as necessary for the reasons it was collected

Please use the following link to access our leaflet (if you are reading this in an electronic format): GDPR Leaflet for Patient.doc.We will also be asking for your consent for email and text message communications. Please look out for information leaflets in reception and on our website

Advice from Our Reception Team:

When ringing the surgery for non-urgent requests please ring after 10am. Between 8am – 10am is the time when patients are ringing for urgent on-the-day appointments, home visit requests etc. and therefore it’s our busiest period.

When ringing for ‘on the day’ appointments, if the phone is busy please stay on the line. Don’t keep ringing back or you will go to the back of the queue each time.

Same day/urgent appointments are for 10 minutes only and are for acute/urgent problems. They are not for on-going issues and are not an opportunity to discuss everything else. If you attend for an ‘on the day/urgent appointment’ please be mindful that some patients who attend may have an emergency presentation or complex problem. The appointments will not always run on time during these sessions and your patience would be appreciated.

When ordering medication please think carefully before ordering items that you already have a good stock of, or that you don’t really need or that you order simply because it’s on the list. Millions of pounds are wasted every year by patients who order medication which is not required or used, and ends up being thrown away. Once your chemist has dispensed an item and you have collected it, they cannot be re-used even if they are unopened, due to safety issues.

Pharmacy Minor Ailments Scheme

Some local pharmacies run the above scheme that can deal with common health problems such as aches and pains, skin conditions and stomach upsets. The pharmacist will access your needs, give you advice, suggest medicines if appropriate and refer you to a GP if necessary.

If the pharmacist provides medicines as part of the minor ailments scheme, you get the medicines on the NHS. If you normally pay for prescriptions, this charge will still apply. If you are exempt – you won’t pay for the medication.

Patients Who Do Not Attend for Pre-Booked Appointments

Appointments – We still have a big problem with patient’s not turning up for their pre-booked appointments. In the last year 2138 appointments were wasted, 1459 of these were multiple non-attenders meaning they have not attended several appointments. This is unacceptable and we send warning letters out to patients who persistently do not attend their appointments. In the last 2 years we havewarned 16 patients regarding their non-attendance, and have removed 3 patients from the practice list as they continued to DNA (did not attend) even after receiving warning letters asking them to cancel their appointments if they were not required.

Just to put the numbers into context:

Utilisation & DNA Rates

1st January 2017 – 31st December 2017

**These figures include appointments for GP’s, nurses and attached staff.

With the increasing demand for appointments in general practice, every appointment counts. Yet patients still think its okay to make an appointment and then not bother to attend. If every patient cancelled their appointment, therefore allowing us to book it for someone else, we would have had 2138 extra appointments to offer to patients between January and December 2017.

It is highly frustrating for our GP’s and staff when patients do not attend their booked appointments and a complete waste of GP’s and nurses time. It takes a minute to cancel an appointment, let someone else use it if you don’t need it.

Your help would be greatly appreciated.

AN OVERVIEW OF APPOINTMENTS

We offer a variety of different appointments and will explain how they work:

Routine GP Appointments

Pre-bookable in advance for non-urgent routine medical conditions or medication reviews. These are made available for booking at least 2 weeks in advance. We do not allow GP appointments to be booked earlier than this, as we found the DNA (did not attend) rate increased if they were booked too far in advance.

Urgent/Same Day Appointments

Available on the day. For urgent acute medical problems which cannot wait for a routine appointment. The GP’s have asked the reception staff to enquire about the reasons you are requesting an urgent appointment, so that they may direct you to the pharmacist, should that be appropriate and also so that the Nurse Practitioner has some idea why you are attending.

Experience has shown that most urgent appointments booked by patients are not urgent at all but routine, longstanding or minor ailments that could be dealt with by a pharmacist.

Telephone Appointment – GP

This is for medical issues which usually do not require an examination and can be dealt with over the phone. We have one or two telephone appointment sessions per week.

Advanced Nurse Practitioner Appointments -

Janice Carroll is our ANP. Janice is a prescriber and can see patients for all on the day emergencies/minor ailments (coughs/colds/rashes/temperature/abdominal pain/ etc) and is able to prescribe appropriately. Janice works closely alongside the GP’s and has a wealth of experience spanning over many years.

Janice is also available for telephone triage if the problem is able to be dealt with over the phone, and could possibly save a visit to the surgery. This provides the patient with greater access to a health care professional, and another source to deal with an urgent problem.

We are aware of how difficult it can sometimes be to get an appointment at the surgery. When the receptionist starts asking you questions, it’s not because he/she is nosy, it’s because she needs the information in order to direct you to the most appropriate clinician or service, based on your needs.

Travel Vaccination Appointments

Please remember you should organise your travel vaccinations at least 2-3 months before you travel as some need to be given well in advance. We have regular clinics for travel vaccinations. These appointments are very time consuming so you will be asked to fill out a travel questionnaire beforehand so the nurses can organise which vaccinations you need before your appointment. Any patients who do not attend or cancel their appointments will not be offered any further appointments, but will be redirected to a travel clinic where they will have to pay privately. We may also ask for a deposit to secure the appointment, reimbursed when you attend for yourappointment. We are also a Yellow Fever Centre.

For online advice please visit:

Appointment Booking

We are currently updating the way we release our routine appointments. Instead of releasing a weeks’ worth of appointments every Friday we are now making full use of our EMIS Web system and releasing them in a more user friendly, organised manner. Appointments will now be released automatically at 2 week, 1 week and 2 day intervals which mean that patients will find it easier to access appointments. They are no longer all released on a Friday which will make it easier to get through on the phone as well.

There are several ways to make an appointment:

  • Online - a percentage of our appointments are available to book online.
  • Face to face - come into reception and our receptionists will be happy to make an appointment for you.
  • Telephone - call the surgery on 0161 214 8710 to make an appointment.

**Online appointments. Only 12% of our patient population is currently using on-line services. When patient numbers grow we will release more online appointments. If you book your appointments online and they have all gone, you still have the option to ring reception to see if there are any other appointments available.

Please remember to give us your mobile number (if you have one), you will then get an appointment reminder 24 hours before so you don't forget.

HOW TO ACCESS ‘OUT OF HOURS’ CARE

There is some confusion around where to access ‘out of hours’ care locally. The following information should help you make an informed choice,when you need to see a GP out of hours:

The out of hour’s period is from 6:30pm until 8:00am on weekdays and all day at weekends and bank holidays.

NHS 111:

Consider calling NHS111 if you urgently need medical help or advice, but it’s not a life threatening situation. Also call NHS 111 if you’re not sure which service you need.

Ashton Walk-In Centre:

Is open 7 days a week from 8am until 8pm and is managed by Go To Doc Healthcare. They provide treatment for minor illnesses and injuries such as cuts, bruises and rashes. You don’t need to be registered and you don’t need an appointment. Any member of the public can simply walk in to be seen.

7 Day Access:

Patients registered with a GP in Tameside & Glossop can now book a doctor’s appointment seven days a week. Patients can now book an appointment with a GP between 6:30pm and 8:00pm Monday to Friday and 9:00am – midday at the weekends.

These appointments are available from three primary care ‘hubs’ located at Ashton Primary Care Centre, Glossop Primary Care Centre and Thornley House Medical Centre in Hyde.

Patients can book these appointments by contacting their own GP practice.

Dental Emergency & Out of Hours Care:If you need urgent out of hours dental advice after 6:00pm and at weekends please call 0161 337 2246.

DOMESTIC ABUSE

Are you a victim?

Abuse can be physical, psychological and frightening. And can take away your confidence.

  • Are you not in full control of your life?
  • Are you told what to do?
  • Are you allowed a mobile phone?
  • Does the person screen your phone?
  • Do you have a say in how money is spent?
  • Can you come and go as you please?
  • Have you got close friends?
  • Do you see much of your family?
  • Do any of your family express concerns?
  • Are you ever slapped or thumped?
  • Does anyone beat your feet or your head? (So it doesn’t show?)
  • Are you confined to the house?

Help & Advice; 0161 331 2552

24 Hour National Domestic Violence Helpline: 0808 2000 247.

Men’s Advice Line: 0808 801 0327.

Respect phoneline (for those who are abusive or violent towards their partner): 0808 802 4040

Phone 999 IF YOU ARE IN IMMEDIATE DANGER.

Accept, realise, that YOU are not to blame. Physical, emotional, sexual, and financial abuse by someone you are in a close relationship with is WRONG - even if you are married - or that person is not your partner. There is HELP for you. But, no one can help if you don’t alert anyone. Abuse is recognised as a reason for priority housing. And in the short term you and your children could stay. Don’t be frightened of taking that first step.

Patient Participation Group – Bi-Annual Meeting

The meeting was held on the 20th March 2018. During the meeting we discussed:

  • Upcoming improvements to reception area.
  • Patient feedback and resulting improvements/actions taken.
  • Staffing issues and new staff members.
  • CQC Inspection.
  • Over 75’s Scheme.
  • Quality improvement: New QI board in Health Ed room and quality improvement work undertaken.
  • DNA’s
  • Proposed improvement to phone system.

Recommendations & Actions:

  • DNA’s (did not attend) – Highlight the problem using posters, newsletter and website.
  • PPG led interactive sessions in the waiting area – for on-line access, BP machine etc.
  • Named/Favourite GP – Patients to be informed that they are now registered with a practice and not a named GP.
  • Repeat prescriptions – Offer 2 months as a minimum for appropriate patients to try and reduce workload.
  • Patient Reviews requested by a GP – If a GP sees a patient and wants to review in say 2 weeks’ time or a month, then that patient can go to reception and book instead of having to telephone nearer the time.
  • Anonymised Complaint Reviews – This was deemed inappropriate as there is a chance that confidentiality may be compromised.
  • Social Prescribing Champion – The group felt that the practice needed a named champion.

The minutes of this meeting are on our website at:

A Patient Participation Group (or PPG) is an essential part of general practice, after all, we are here to provide general medical services to our patient population, and it’s only right that those patients have a say on how we run those services. We currently have approximately 40 patients in our group. We meet once or twice a year to discuss current issues or projects that we would like patient feedback on. The rest of the year communication is by email. Everyone is invited to the meetings but it is entirely up to the individual if you wish to attend, or simply wish to provide feedback via email. If you would like to join our PPG you would be most welcome, just give your name and contact details to reception and we will add you to our list.

Bereavement Support & Counselling Services in Tameside

  1. Bereavement Support Services for Tameside residents aged over 50– Run by Willow Wood Hospice. Offer practical and emotional support. They have drop-in’s every Tuesday (12pm – 3pm) and Thursday (9.30am-12.30pm) at The Pad, Shepley Street, Stalybridge, SK15 2AH. And on Fridays (2pm – 5pm) at Tameside Age UK, 131 Katherine Street, Ashton under Lyne, OL6 2AH.Please contact 0161 330 1100 and ask for Bereavement Support.
  1. 10-25 Year Olds – Off the Record Counselling Service. They have a drop in session in Hyde every week on Wednesdays. You can drop in between 3.00pm and 6.00pm. Their address is: Off The Record, 45 Clarendon Place, Hyde, Cheshire, SK14 2ND. Telephone number: 0161 355 3553.
  1. 13-18 Year Olds – 42nd Street Supporting Young People Under Stress – They currently deliver individual counselling, cognitive behaviour therapy and one to one psycho-social support and advocacy services. Young people can refer themselves or even their parents or carer’s. For further information please call 0161 228 7321.
  1. Healthy Minds –Over the age of 16 years– Provide support for people struggling with low mood, stress, anxiety, sleep problems, long term health problems, chronic pain, post-natal depression, obsessive compulsive disorder, phobias, depression and other common mental health problems. You can self-refer by filling out an on-line referral form.

CQC Inspection – Monday 12th March 2018

Safe / Effective / Caring / Responsive / Well-led / Overall population group
Older people / Requires
Improvement / Good / Good / Good / Good / Good
People with long term conditions / Requires
Improvement / Good / Good / Good / Good / Good
Families, children and young people / Requires
Improvement / Good / Good / Good / Good / Good
Working age people and the recently retired / Requires
Improvement / Good / Good / Good / Good / Good
People in vulnerable circumstances / Requires
Improvement / Good / Good / Good / Good / Good
People experiencing poor mental health / Requires
Improvement / Good / Good / Good / Good / Good
Overall Key Question / Requires
Improvement / Good / Good / Good / Good
Overall location / Good

To view the full report please go to:

or the practice website

SUMMARY OF IMPROVEMENTS:

  1. Significant Events: Ensure lessons learnt are documented and shared with appropriate staff.

Actions: Dedicated quarterly meetings arranged, with cases presented by staff directly involved in the event. Discussions and learning shared with the whole primary care team.