COVID 19 - Update
Please do not attend the surgery unless instructed to do so by a member of the Elgar House team or a GP.
Patient Leaflet - Access to NHS Dentistry
BEWARE OF SCAMMERS
There is heightened coverage around the recent Coronavirus outbreak around the world, which is now severely impacting on the UK and the NHS.
Unfortunately fraudsters are targeting these circumstances to take advantage of public fear and concern
We have been made aware that our patients are receiving phone calls, texts and letters from fraudsters. They will try and obtain your personal details and in particular your NHS number.
Scammers are sophisticated, opportunistic and will try many ways to get the information they want. They often target the vulnerable.
If you are suspicious, do not give any details over the phone, hang up and then ring your GP Practice to confirm.
You may have been referred to the social prescribing team and so please find a helpful list of staff amongst their team in case you receive a call:
- Jayne Ford - Social Prescribing Lead
- Jemma Green - Nightingale Social Prescriber
- Trudi Albrecht - Nightingale Lifestyle Adviser
- Chrissie Thompson - Kingfisher Social Prescriber
- Tricia Pridding - Kingfisher Social Prescriber
- Louise Preston - Kingfisher Lifestyle Adviser
For advice on COVID 19 please take a look at the following helpful information that we have put together. This contains some frequent questions and answers along with guidance and advice on shielding letters.
GP Practice Covid 19 Information & Guidance
Advice on Asthma and coronavirus Covid-19:
Due to the impact of Coronavirus (COVID19) patients will no longer be able to book online appointments. We ask that you do not attend the surgery to book any appointments at this time and instead contact the surgery by telephone.
All future appointments, during this difficult time, will be done via telephone or video link in the first instance.
Do not attend the surgery to book any appointments at this time.
If your routine appointment can wait please can you avoid booking unnecessary appointments at this time.
We understand that the phone lines may be experience an increase in calls however we have set up a call back system so that we can deal with the increase number of queries. If you have any questions regarding Coronavirus (COVID 19) you can complete a Coronavirus query form using our ONLINE CONSULT link on our home page.
Once you have submitted a form via Online Consult it will be picked up by the surgery.
Online Consult is updated regularly by Public Health England. Using the ONLINE CONSULT link on our home page you can complete a Coronavirus form this will then be sent direct to the surgery so that your symptoms can be triaged.
New Registrations- Please note we are still accepting new registrations.
Dr Pike, Dr Newman, Dr Smith and Dr Shah.
Dr Bergin, Dr Bulchandani, Dr Hassam, Dr Barford, Dr Milverton.
Our patients are very supportive of us and we are immensely grateful for this. We are all very appreciative of that support, and I am particularly grateful for the dedication and professionalism of our practice team.
I am posting this message as a thank you to our whole team, and because I thought you our patients should all be aware of the teams hard work in keeping our practice running smoothly despite the challenges thrown in their way.
If you would like to demonstrate your support for them I would be grateful if you would take a moment to complete a Friends and Family test https://www.mysurgeryintranet.co.uk/FriendsAndFamily/surveys/TakeOurSurvey/?surveyId=2335, or leave a comment with NHS Choices on their website http://www.nhs.uk/pages/home.aspx
Again we would like to emphasise that we are continuing to provide flu vaccinations to eligible patients. We welcome patients who have medical conditions, children who are eligible or your age suggests that you are in a group of the population who may be at greater risk of the complications of flu. You are therefore invited to have your free, annual flu vaccination at the surgery.
Contact the surgery to arrange an appointment.
Who is eligible to have the flu within the GP practice:
- Anyone aged 65 and over
- Pregnant women
- People with underlying health conditions
- Children aged 2 or 3 and 4 year olds not yet in primary school
- All children aged 2 – 17 who are classed as ‘at risk’
Did you know, we offer extended hours? You can book appointments with the GP, Nurse and Phlebotomist. Available to book with online access or call the Reception team on 01527 69261.
These appointments are available Tuesdays: 7 - 8 am & 6.30 - 7.30 pm and Thursdays: 7am - 8 am. We offer both face to face and telephone consultations.
Patient survey 2018
We are very grateful to those of our patients who took the time to complete the survey and provide us their useful feedback. We handed out approximately 250 questionnaires and received 191 back – 76%! Of course, a survey such as this can only represent a snapshot at a point in time, but overall the findings support what our patients tell us informally year-round, and it is good to know that a substantial majority of those we look after view the service we provide so positively. We also understand that there are things we can do better, and the results, and particularly the comments we have received, give us so obvious themes to work on.
We frequently find our appointments under pressure, a trend reflected everywhere locally and nationally, and we appreciate the frustration of not always being able to get the appointment you want, just when you want it. This is reflected in the comments about the difficulty of making an appointment, and the difficulty of accessing the doctor of your choice. We try very hard to offer a mix of “same day” and pre bookable appointments, but in recent times patterns of demand have shifted meaning we are continually having to look at the balance between these. In meeting the increase in on the day demand, we have had to reduce the proportion of pre booked appointments, but we are determined not to abandon these altogether as has happened elsewhere as we appreciate the value of being able to plan review of continuing conditions and evolving illness. To put this in context our demand for “emergency” appointments alone—the most pressing form of same day appointments, almost doubled in the early months of 2018 compared with 2017.
We are working with the CCG and the practices in our Neighbourhood Team to provide additional appointments in the evenings and at weekends which we hope will give patients greater choice and better access.
It is interesting that we have a comment about the cost of form filling. We have to point out that completing forms for insurers, gym memberships, non-attendance at school and a dozen other indications are not medical tasks covered under our duties to the NHS. We believe our fees are both reasonable, and broadly in line with other providers, and are proportional to the benefit our patients derive from their completion.
We try very hard to reconcile and rationalize repeat prescriptions, but as conditions and treatments change inevitably these prescriptions become uncoordinated. We encourage regular medication reviews to try to address this, and have two clinical pharmacists working with us now who are working to help with all aspects of medication review to address this concern.
It is gratifying to learn how well acquainted with our systems the majority of our patients are, but though 88% are aware of online services far fewer are registered to use them. We will continue to promote this and encourage patients who can to register. In doing so we feel they will have easier access to appointments, and this in turn will free up more time on the phone lines, which have become increasingly busy. We are also working with the CCG and our Neighbourhood Team to improve our telephone system, and hope that this too may improve access.
We welcome all feedback, as it will help us to continue to improve the services we offer, and are very grateful for the support we receive from the whole practice team, and particularly our patients.
On behalf of the Partners at Elgar House
Shaun Pike – Senior Partner
The CCGs have produced a survey around improved primary care access for patients. As part of a national initiative, we want to look at how we can improve access to healthcare by offering routine appointments outside the core hours. Please complete the survey below.
Veteran friendly GP practice accreditation
Over the next five years, NHS England and NHS Improvement, together with the Royal College of General Practitioners, are rolling out the veteran friendly GP practice accreditation scheme across England. This scheme, which is intended to help ensure practices are equipped to best care for veterans and their families, has already accredited over 550 surgeries.
Elgar House has been accredited as a veteran friendly GP practice.
Online Consult is a 24-hour triage system that’s accessed via our surgery website. Online Consult provides patients with a convenient way to seek health advice. With links to self-care resources and forms for detailing symptoms, it supports patients around the clock.
Arrange appointments, request a fit note and much more by using our online consult link.
Click the 'learn more' button on our home page next to the Online Consult icon for more information.
Elgar House Charter
We are proud of our new patients' charter. Please see further info in our policies section.
You may have noticed that we now ask for a brief outline of your problem when you call to make an appointment at the practice. This isn’t because our practice staff are nosy but it’s a new approach that we call healthcare navigation.
Through specialist training, our team can now offer more choice on who to see in the practice and help you get to the right health professional fast.
Our Healthcare Navigators never offer clinical advice or triage; this is about offering you the choice to see other specialists in our practice team if they have the expertise to deal with your problem; often quicker and without the need to see the GP each time.
For example, we often get calls that can be dealt with by the practice nursing team, the practice pharmacist, sometimes the secretaries, that you may not be aware of if you haven’t visited the practice in a while.
By working this way, it helps us to free up time for GPs to care for our patients with complex or serious health conditions. More importantly though, it means you are seen by a member of the practice team that is best placed to deal with your problem each time you visit us. The choice is up to you.
Please see healthcare navigation tab for further information.
Social prescribing is a way to support people with medical conditions in their local communities. It is designed to boost the non-medical aspects of health – good relationships, a feeling of purpose or mental health. Patients have more say in improving their health and wellbeing, resulting in a more complete approach to healthy living.
A member of your GP practice team may suggest a referral to the Social Prescribing Team. With them you’ll discuss what you are interested in, your health and well-being. Together you’ll come up with a plan of action based on the activities and services that are available locally. Your social prescriber is someone you can talk to confidentially and will not judge you – they are there to help and support you.
Activities and services you can be linked to include:
- Healthy lifestyles and active lives
- Arts, music and creativity
- Befriending, counselling and other support groups
- Housing benefits and financial support and advice
- Employment, training and volunteering
- Education and learning
- Getting involved in local groups
- Specialist services and support
If you feel you would benefit from this service then speak to your doctor for a referral to a member of the Social Prescribing Team.
We are currently providing additional appointments to help cope with pressure on NHS care. These appointments will hopefully ensure you can be seen in primary care rather than the need to attend A&E for anything other than an accident or emergency
Map my diabetes
Have you heard about the free new online programme for Diabetes across Worcestershire, called Map My Diabetes?
You can access current information about diabetes, including advice about diet, exercise, medication and much more. You can also monitor your own diabetes health results with this interactive diabetes programme.
To register for an account we need only your name and email address – please call in at reception to complete a form and we will do the rest.
We have listened to your comments and have improved our system to make more appointments available to book on the day. We believe it is also important to have pre-bookable appointments so we will also be offering appointments to book one week ahead and four weeks ahead. Our nurse appointments will remain unchanged.
You can telephone or come in to reception to book one of these appointments. Alternatively, if you have registered for the NHS APP or our on-line services you can book these on-line.
As, I am sure you will be aware, our telephone lines are extremely busy. Please be assured that we have a new telephone system in place to help manage this. If your call is not related to an appointment for that day, please try to avoid phoning early morning or early afternoon.
Healthwatch Worcestershire is an independent organisation, established under the Health and Social Care Act 2012. As a statutory consumer champion our role is to ensure that people in Worcestershire who are using publicly funded health and social care services are able to have their say about how these services are being planned and run.
We find out people’s views about NHS and social care services for both adults and children in Worcestershire. We use the feedback to improve services from the point of view of patients, service users and carers.
We want to hear about services from as many people as possible.
This helps us to decide which services to focus on to find out more from the people using them. We produce and publish Reports making recommendations for improvements.
We also help people to find out about local health and social care services and where they can find help and support. Although we cannot take up individual complaints we can signpost to people who can.
People who join our mailing list receive Bulletins letting them know what we are working on and how to get involved.
Please contact us if you are able to display our leaflets and poster or would like any further information.
Telephone: 01386 550 264
An urgent message about appointments
Demand in the NHS is at an all-time high. This is reflected in rising demand for appointments. We are as frustrated as you that we cannot offer routine appointments any sooner. We are actively seeking to recruit extra doctors to help but there is a national crisis in GP recruitment which has been worsening over the past two years and looks unlikely to end soon despite what you might hear about extra GPs being trained. Please be patient with our staff who are doing the best they can to offer you the appointments you want. They are not responsible for the national or the local shortage in GPs and neither are we. At a time of unprecedented stress in the system we need your support more than ever and this starts with simple courtesy to our hard working and dedicated practice team. We are very grateful for your patience, and wish to assure you that we are trying our best to make more appointments available as quickly as we can.
Please see the attached letter from the Local Medical Committee to all our patients.
A letter to our patients