FACCINI HOUSE
SURGERY
How best to
use our services
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We try to provide the best service possible and
are very grateful to our patients and our PPG members in giving
their feedback of the areas they found good and the areas that could
be improved.
Though it can be difficult to please everyone,
we try our best with the resources and capabilities we have. We
collect information from several sources: comments, suggestions,
complaints, PPG members and Patient Survey results. From these
sources we try to identify themes that are common and put forward
solutions that will reduce those difficulties and allow patients to
better use our services and other community services that may be of
benefit.
The main themes identified are the following:
1. Difficult to get though on the phone
2. Unable to get an appointment
3. Submitting prescriptions and collecting them
4. Unable to get evening or weekend
appointments
The following are a few suggestions on how to
get the best from the surgery:
1. Go Online - use our online services
We have 6 telephone lines at the practice, they
can get busy especially in the morning and the afternoon. The
average telephone call profile for a day is shown below:
It can be frustrating waiting on the phone to
book or cancel an appointment.
It can also be inconvenient to come to the
surgery to drop off a repeat prescription request or call to see if
they have been processed.
Online Access gives patients access to their
medical record, the ability to book, check and cancel appointments,
and submit and review repeat prescription request. All of this can
be done 24 hours a day 7 days a week from any internet connected
device.
We have several channels (Patient
Access, MyGP smartphone app) for our patients to
use, other than the telephone and for those that are able we would
encourage them to use these online services as they may find them
more convenient.
We have several types of appointments at the
surgery.
Routine Appointments
We have routine appointments that can be booked
up to 4 weeks in advance.
For patients with long term conditions or those
that plan their healthcare needs in advance to fit their schedules
these appointments can be used.
They are also there to plan the immunisation of
children and scheduled campaigns such as cervical smears and cancer
reviews.
Book on the Day appointments
For patients that require an appointment on the
day, we have "Book on the Day" appointments. 40% of all appointments
are available to be booked on the day, they are offered on a first
come, first served basis and the appointments open at 8am and 2pm
each day.
Emergency Clinician
We have an emergency clinician to meet the
needs of our vulnerable patients, the elderly and children that are
poorly. They also deal with urgent requests on the day. The
reception staff will ask for details so that they can be recorded
and the clinician will triage the calls and call the patient back in
priority order.
Evening & Weekend Hub Appointments
For patients that wish to be seen in the
evenings or the weekends, we have hub services in Sutton that are
open until 8pm each evening and on Saturday and Sunday between 8am
and 8pm. Please ask reception if you are
interested in these appointments and they can book an appointment at
one of the hub services in Sutton.
2. Use local community resources
Not all problems need to be seen by a GP at the
surgery.
Pharmacists
Local Pharmacists are a great resource for
giving advice on minor health issues, coughs and colds and
medication queries. Most pharmacists also do medication usage
reviews and offer stop smoking advice and flu clinics. They can also
manage your repeat prescriptions ordering and may also be able to
deliver medications to your home. Please visit your local pharmacy
to see what services they can offer you.
Extended Hour Hubs
If you would like evening or weekend
appointments with a GP or nurse that has access to your medical
record then please use the Sutton Hubs. Our patients are able to see
a GP in the evenings up to 8pm and on the weekends 8am - 8pm if it
is more convenient for them. Just call the surgery and ask for a hub
appointment or call 07578 813 838 on the weekend.
NHS111
NHS111 is the out of hours service used by the
practice. When the surgery is closed you can call NHS111 by dialling
111 and seek advice or assistance. Please do not wait overnight or
across the weekend just to call the surgery in the morning, please
call NHS111 when out of hours.
Sutton Uplift
Our personal wellbeing is key to keeping us
healthy, the Sutton Uplift service offers many services to help
patients and is a free service that accepts self referrals. Further
information can be found at
http://suttonuplift.co.uk/.
3. Choose the right type of clinician
We have many different types of clinicians at
the surgery and when you call the surgery, our reception staff may
ask you the reason for your call. Please try to let them know so
they can direct you to the most appropriate member of staff.
For blood tests, an appointment with the
phlebotomist should be arranged but we have had patients book with a
nurse and a doctor for these; please let the reception staff know
the reason for your appointment so they can direct you to the right
clinician.
For patients with long term conditions like
Diabetes, Asthma, COPD, hypertension, we ask that they book with our
specialist nurses so that they can monitor their conditions and give
them advice. Nurses manage more patients with these conditions at
the surgery than the doctors, leaving the doctors free for more
complex cases.
Childhood immunisations, flu jabs, dressings
and wound management are done by nurses, they have much more
experience in these procedures and it is best to book appointments
with them.
At the practice we have an emergency clinician
available. This clinician is primarily for our vulnerable patients;
the elderly and children. If there is an urgent need, the reception
staff will ask details so that they can be communicated and the
clinician able to triage the priority of the calls. Please do not be
offended if the reception staff ask you to provide details as they
are only trying to help by collecting the information. The clinician
will call the patient back and may ask them to come into the surgery
to be seen. Please ensure that you provide your contact number and
stay by the phone for the clinician to call.
4. Plan your visit
When coming to the surgery for an appointment,
please plan your visit.
Try to arrive on time and think of the problem
you wish to discuss. Try to limit this to the most significant
problem that you have. You should discuss your issue and be happy
with your consultation. If you are unhappy then let the clinician
know the reason so you can work together to find a solution. When
coming for routine checks like Diabetes, Asthma or COPD, please
bring any devices that you use to the appointment. For Diabetic
checks it is always best to get a blood test 1 week before the
appointment.
5. Be satisfied
It is important that you are happy with your
care and if you have any concerns, comments or complaints then
please let a member of staff know or ask to speak the administrator
or manager. Our patients are at the centre of our service and we
will try to deliver a service that meets the needs of all our
patients.
6. Get involved
Being one of our patients and providing
feedback through comments and surveys is a great contribution, but
if you would like to do more; like help others, make decisions on
the services we offer, influence the services that are available in
Sutton or be a champion for a group of patients, then please
consider joining our Patient Participation Group.
The Patient Participation Group works with the
practice to give the perspective of our patients. It is a very
valuable role and one that we take very seriously. Our PPG members
have made several significant changes in the practice for the
benefit of other patients, they have represented us at Sutton PRG
meetings to influence the services in Sutton and they have made
relationships with community organisations that have been able to
help many of our patients. If you would like to get involved, please
complete the application in the Patient feedback section of our
website.
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