Friends & Family Testing: August 2018 Results

The Friends & Family Test is a new initiative from NHS England which offers all registered patients, their carers’ and family, an opportunity to provide feedback on any contact with their GP Surgery.  There is no obligation for you to complete a survey but the opportunity is there for you to engage with this on each and every contact, should you wish to do so.  The forms and posting box are located on our Reception Desk.

 Every patient has the same opportunity, so if you have any issues or impairment which makes your involvement and completion of these questions difficult, you may ask somebody to complete this on your behalf, including a member of our staff if you desire.

 Your answers and comments will remain anonymous.  Completed data must be provided by SMG to NHS England on a monthly basis.  Any comments made in the ‘free text’ box will not be sent to NHS England but will, along with your other answer, be used to celebrate successes and to support staff to make improvements if your experiences do not live up to your expectations.

 Results will be published monthly on the NHS England Website, The NHS Choices Website and here, on our own SMG Website.

AUGUST 2018 RESULTS

TOTAL COMPLETED QUESTIONNAIRES = 1

 How likely are you recommend our GP Practice to friends and family if they needed similar care or treament?

EXTREMELY LIKELY = 1

LIKELY = 0

NEITHER LIKELY OR UNLIKELY = 0

UNLIKELY = 0

EXTREMELY UNLIKELY = 0

Improved Patient Access at SMG

The team here at SMG are delighted to announce the following changes to benefit patient access to the Surgery:

In conjunction with our telephone provider, we have reviewed the number of incoming calls across the last 6 months. As a result of this we have made changes to our outgoing telephone messages which are now live as of 28.08.18. You will hear the following messages when you call into the Surgery and will notice that we are encouraging you to call across the working day in order that our staff can deal more efficiently with appointments first thing in the morning and other enquiries and test results throughout the day.

The telephone messages you will hear are: 

08:00 to 08:30 

Southgate Medical Group is currently closed.  The opening hours for the Surgery are 8:30am to 6:00pm Monday to Friday.  If you have an urgent medical problem that cannot wait until the Surgery opens, please telephone IC24; your GP’s Out of Hours Service Provider on 0300 55 55 252, that’s IC24 on 0300 55 55 252.  For medical advice please telephone 111 to access the NHS 111 Service which is free from both landlines and mobile phones.  If you have a life threatening emergency, please dial 999

08:30 to 11:00 APPOINTMENTS ONLY 

Southgate Medical Group lines are open for appointments ONLY until 11:00am, including a request for a home visit. If you would like to book an appointment, please hold and one of our Reception Team will be with you as soon as possible. Our Doctors ask that our Reception Team ask you the nature of your problem in order that you will be dealt with by the most appropriate Clinician or Service.

If you have been asked to contact the Surgery on a non-urgent matter, please call back after 11:00am

If you are on our housebound register and calling regarding a prescription, or you have a general enquiry, please call back after 11:00am

If you are calling for test results, please call back after 2:00pm. Staff are unable to access test results in the clinical system until after this time.

Don’t forget that you can register for our Online Services by coming into the Surgery with photographic identification.

APPOINTMENTS FULL ANNOUNCEMENT

Thank you for calling Southgate Medical Group.  As the demand on our service is very high, our ‘on the day’ Doctors’ appointments for today are now fully booked.  However, if you are calling in relation to a child under the age of 5, please continue to hold.

If you have been asked to contact the Surgery on a non-urgent matter, please call back after 11:00am

If you are on our housebound register and calling regarding a prescription, or you have a general enquiry, please call back after 11:00am

If you are calling for test results, please call back after 2:00pm. Staff are unable to access test results in the clinical system until after this time.

Don’t forget that you can register for our Online Services by coming into the Surgery with photographic identification.

11:00 to 13:00 NON-URGENT CALLBACKS / GENERAL ENQUIRIES / HOUSEBOUND SCRIPTS

Southgate Medical Group lines are open until 1PM for general enquiries, prescriptions for patients on our housebound register and for if you have been asked to contact the Surgery on a non-urgent matter. If you require an appointment, you should call between 08:30 and 11:00 Monday to Friday. Please hold and one of our Reception Team will be with you as soon as possible.

13:00 to 14:00 LUNCHTIME EMERGENCIES ONLY 

Thank you for calling Southgate Medical Group.  Our telephones are closed for lunch and will reopen at 2:00pm.  For medical advice please hang up and dial 111 for NHS 111 which is free from both landlines and mobile phones.  If you feel your problem cannot wait until 2:00pm please press 1 to access the Surgery’s emergency line or dial 999 in a life threatening emergency

14:00 to 18:00 TEST RESULTS / NON-URGENT CALLBACKS / GENERAL ENQUIRIES / HOUSEBOUND SCRIPTS

Southgate Medical Group lines are open until 6PM for test results, general enquiries, prescriptions for patients on our housebound register and for if you have been asked to contact the Surgery on a non-urgent matter. If you require an appointment, you should call between 08:30 and 11:00 Monday to Friday. Please hold and one of our Reception Team will be with you as soon as possible.

18:00 to 18:30 IC24

Southgate Medical Group is currently closed.  The opening hours for the Surgery are 8:30am to 6:00pm Monday to Friday.  If you have an urgent Medical problem that cannot wait until the Surgery opens, please telephone IC24; your GP’s Out of Hours Service Provider on 0300 55 55 252, that’s IC24 on 0300 55 55 252.  For medical advice please telephone 111 to access the NHS 111 Service which is free from both landlines and mobile phones.  If you have a life threatening emergency, please dial 999

18:30 to 08:00 CLOSED

Southgate Medical Group is now closed.  The opening hours for the Surgery are 8:30am to 6:00pm Monday to Friday.  If you have an urgent medical problem that cannot wait until the Surgery reopens, please hang up and dial 111 for the NHS 111 Service which is free from both landlines and mobile phones.  If you have a life threatening emergency, please dial 999

In the next 6 weeks we will be launching a new website which will allow our patients to access the Surgery online. Facilities will include:

  • The ability to leave a message for one of our Clinicians – you can expect a response within 3 working days
  • Booking an online appointment
  • Ordering prescriptions
  • Ordering Sick Certificates
  • Completing new registration forms (however the Surgery is not taking on new patients unless allocated by NHS England until further notice)
  • Sign-posting for medical advice via the NHS website

The Crawley Access Hub is an NHS Medical Service designed for the Crawley population to have additional access to GP services.

A number of Crawley Practices take part in this service and have daily access to additional Doctor’s appointments for patients to consult with a GP.  The number of appointments available for each Practice is allocated according to the Practices’ patient list size.  These appointment sessions are held at a number of different Practices located within the Crawley area. Patient’s wishing to access these appointments are offered an appointment by a receptionist or clinician.

If you telephone and all of the Hub appointments allocated to SMG have already gone, then we take your details and add to our waiting list. At 14:30 each day, if there are any appointments that have not been taken by other Surgeries, we may contact you to offer you one of these.

To access this service our patients are asked for consent to share their medical records with other medical professionals, i.e. the GP that will be seeing you in the Crawley Access Hub.  You will be asked for your consent to share your records when your appointment is being made, and you will also be asked again by the Doctor before your consultation begins. Your consent will be recorded on your medical records.

If you wish to dissent to sharing your medical records, you will not be able to consult with a Doctor working for the Crawley Access Hub, as this Doctor will not have access to your medical records.  However this will not affect your rights to consult with a doctor or other health care professionals at SMG. You can change your consent status at any time by informing a member of staff.

When booking an appointment for this service a receptionist will ask you for a brief outline of your medical problem to ensure that an appointment in the Crawley Access Hub is the correct option for you.

This service will comply with Information Governance rules and regulations.

For more information on data sharing please look at the NHS website or ask at reception for a leaflet.

Active Sign-Posting:

At SMG we are promoting Active Signposting. This is a new service which enables our team to direct patients to the most appropriate source of help, support or advice at the first point of contact.

Active Signposting is designed to inform our patients of other sources of care available besides the GP, in cases where patients’ concerns or medical symptoms may be more relevant to other services. Active Signposting aims to reduce the waiting time for our patients to receive the most suitable care. Active Signposting is fundamentally about empowering our patients’ choice, and we hope through the introduction of this, our patients will be able to receive more effective care, in a quicker time frame.

With a long-term view, we hope that this introduction will help our patients become self-aware of the variety of options they have to benefit their own medical care. Our patients can now self-refer to a variety of services through the Practice or by contacting the service directly. The introduction of this will allow our Doctors the opportunity to concentrate on our patients with more chronic complex needs.

Our receptionists have been trained to effectively help our patients; therefore they will be asking you for details of your medical condition. They are doing this so that they can direct you to the best service for help, support or advice. All medical information given is strictly confidential.

Please see posters around the surgery or ask at reception for more information on the additional services that this Practice provides.

Care Coordinators:

Southgate Medical Group now have Care Coordinators to help our patients feel supported and have access to a multitude of support services. Care Coordinators are not medically trained but can refer you to a clinician, if required.
Here are some of the things that our Care Coordinators can help with:

  • Putting our patients in touch with Communities of Practice who can help support with long term health conditions or complex health and social care needs.
  • Telephoning our patients after discharge from hospital to ensure they have everything they need to support them back at home.
  • Refer our patients for additional support in the community with everyday living.
  • Refer to Social Prescribing to encourage our patients who may feel lonely, isolated or vulnerable, to take up events / clubs / support services within the community.At Southgate Medical Group we are dedicated to consistently maintaining the highest possible Practice standards and we pride ourselves on the caring nature of the services we provide. We want all our patients to feel cared for and be able to talk to a Care Coordinator. Since introducing this initiative our patients receive telephone calls on a regular basis from a Care Coordinator within our team. Care Coordinators are fully briefed about what questions to ask. From checking how a patient is feeling to asking if they have enough medicine; our Care Coordinators use these telephone calls to assess whether or not an individual needs additional support or care (medical or non-medical).
    Our patients are identified for inclusion in this initiative by their medical condition or if their circumstances change – such as following a new diagnosis or recent discharge from hospital.
    Our patients are hugely appreciative of this extra support, which help them live a full and active life.

Friends & Family Testing: July 2018 Results

The Friends & Family Test is a new initiative from NHS England which offers all registered patients, their carers’ and family, an opportunity to provide feedback on any contact with their GP Surgery.  There is no obligation for you to complete a survey but the opportunity is there for you to engage with this on each and every contact, should you wish to do so.  The forms and posting box are located on our Reception Desk.

 Every patient has the same opportunity, so if you have any issues or impairment which makes your involvement and completion of these questions difficult, you may ask somebody to complete this on your behalf, including a member of our staff if you desire.

 Your answers and comments will remain anonymous.  Completed data must be provided by SMG to NHS England on a monthly basis.  Any comments made in the ‘free text’ box will not be sent to NHS England but will, along with your other answer, be used to celebrate successes and to support staff to make improvements if your experiences do not live up to your expectations.

 Results will be published monthly on the NHS England Website, The NHS Choices Website and here, on our own SMG Website.

JULY 2018 RESULTS

TOTAL COMPLETED QUESTIONNAIRES = 0

 How likely are you recommend our GP Practice to friends and family if they needed similar care or treament?

EXTREMELY LIKELY = 0

LIKELY = 0

NEITHER LIKELY OR UNLIKELY = 0

UNLIKELY = 0

EXTREMELY UNLIKELY = 0

Telephone System

PLEASE ACCEPT OUR APOLOGIES

We are aware that we have an ongoing intermittent fault with our telephone system which our provider is investigating.

Our system provider is working hard to reach the right resolution for our patients but this may take some time.

Please bear with us and do come into the Surgery if you are experiencing difficulties in getting through to us on the phones (however, please bear in mind that Monday mornings are always especially difficult due to volume).

IF YOU REQUIRE URGENT MEDICAL ATTENTION PLEASE DIAL 999

YOU CAN ALSO OBTAIN MEDICAL ADVICE BY CALLING NHS 111 – THIS IS A FREE PHONE SERVICE – PLEASE DIAL 111

Friends & Family Testing: June 2018 Results

The Friends & Family Test is a new initiative from NHS England which offers all registered patients, their carers’ and family, an opportunity to provide feedback on any contact with their GP Surgery.  There is no obligation for you to complete a survey but the opportunity is there for you to engage with this on each and every contact, should you wish to do so.  The forms and posting box are located on our Reception Desk.

 Every patient has the same opportunity, so if you have any issues or impairment which makes your involvement and completion of these questions difficult, you may ask somebody to complete this on your behalf, including a member of our staff if you desire.

 Your answers and comments will remain anonymous.  Completed data must be provided by SMG to NHS England on a monthly basis.  Any comments made in the ‘free text’ box will not be sent to NHS England but will, along with your other answer, be used to celebrate successes and to support staff to make improvements if your experiences do not live up to your expectations.

 Results will be published monthly on the NHS England Website, The NHS Choices Website and here, on our own SMG Website.

JUNE 2018 RESULTS

TOTAL COMPLETED QUESTIONNAIRES = 0

 How likely are you recommend our GP Practice to friends and family if they needed similar care or treament?

EXTREMELY LIKELY = 0

LIKELY = 0

NEITHER LIKELY OR UNLIKELY = 0

UNLIKELY = 0

EXTREMELY UNLIKELY = 0

DON’T KNOW = 0

20.06.18 TELEPHONES

PLEASE ACCEPT OUR APOLOGIES

DUE TO A REGIONAL PROBLEM ACROSS THE SOUTH EAST, OUR SURGERY TELEPHONES ARE NOT ABLE TO ACCEPT INCOMING CALLS TODAY

IF YOU REQUIRE URGENT MEDICAL ATTENTION PLEASE DIAL 999

IF YOU REQUIRE MEDICAL ADVICE, PLEASE COME INTO THE SURGERY AND WE WILL BE DELIGHTED TO HELP YOU

YOU CAN ALSO OBTAIN MEDICAL ADVICE BY CALLING NHS 111 – THIS IS A FREE PHONE SERVICE – PLEASE DIAL 111

Friends & Family Testing: May 2018 Results

The Friends & Family Test is a new initiative from NHS England which offers all registered patients, their carers’ and family, an opportunity to provide feedback on any contact with their GP Surgery.  There is no obligation for you to complete a survey but the opportunity is there for you to engage with this on each and every contact, should you wish to do so.  The forms and posting box are located on our Reception Desk.

 Every patient has the same opportunity, so if you have any issues or impairment which makes your involvement and completion of these questions difficult, you may ask somebody to complete this on your behalf, including a member of our staff if you desire.

 Your answers and comments will remain anonymous.  Completed data must be provided by SMG to NHS England on a monthly basis.  Any comments made in the ‘free text’ box will not be sent to NHS England but will, along with your other answer, be used to celebrate successes and to support staff to make improvements if your experiences do not live up to your expectations.

 Results will be published monthly on the NHS England Website, The NHS Choices Website and here, on our own SMG Website.

MAY 2018 RESULTS

TOTAL COMPLETED QUESTIONNAIRES = 5

 How likely are you recommend our GP Practice to friends and family if they needed similar care or treament?

EXTREMELY LIKELY = 4

LIKELY = 0

NEITHER LIKELY OR UNLIKELY = 0

UNLIKELY = 0

EXTREMELY UNLIKELY = 1

DON’T KNOW = 0