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Peak and Dales Medical Partnership Update                                                                                      26/11/2020

 

Frequently Asked Questions

 

In the past year we have been through a change in computer systems, CQC inspection, merging of the patient lists at Tideswell and Bakewell, and a global pandemic which has meant completely changing the way we work. It’s fair to say things have changed a lot especially for those registered initially at Tideswell Surgery and understandably we are getting a lot of questions. Here are our answers to some FAQs.

 

Have you had a coronavirus outbreak in the surgery staff?

We have had one member of staff who has tested positive 2 weeks ago. We conducted risk assessments with all other staff members and anyone who had had any close contact had to isolate. This was all discussed with Public Health England and reported through all the necessary NHS channels. Fortunately no patients were put at risk at any point and full PPE, handwashing and room cleaning were utilised correctly. Public Health did not feel any patients were at any risk and we were advised there was no need to contact any individual patients.

 

Is Tideswell Surgery open?

Yes! We have GPs, nurses and HCAs there daily. We still have one room designated as isolation for any patients with suspected Covid19 but are no longer using the surgery as a “red hub”. There is also a county wide service who can see patients with suspected Covid19 as required, including home visits.

 

Why weren’t we sent a text update?

Our computer systems changed over in early April. We were able to send a batch message to all patients in March informing everyone that Tideswell would be a red zone, but were unable to send an update saying it was no longer a red zone as text messages on the new system have taken some time to get set up.

 

Why can’t I order my prescription on the phone?

We have had to change this system due to safety concerns with medication errors when items have been ordered by phone.

You can

  • email your request to nderccg.medicationenquiries.bakewellsurgery@nhs.net
  • install the NHS App to your smart phone – this is simple and much easy to set up. I
  • return paper slips to the surgery
  • if you are unable to do any of the above please do not hesitate to contact the surgery

We are working with local pharmacies and have recently started using electronic prescriptions sent directly to the pharmacy of your choice.

 

Are all the issues due to the merger of Tideswell and Bakewell?

The majority of the issues we are currently facing are due to the high numbers of people needing to contact us every day, and the changes we have had to implement. We apologise to anyone who has had difficulty getting through to us. We do have less pre-bookable appointments available as things have been changing so quickly but these have been replaced with on the day availability. The merger has allowed us to offer more flexibility of face to face appointments.

 

Why can’t I get through on the phone when it was easy to do so before?

We are currently receiving an unprecedented number of calls to the surgery. The majority are not covid related, but the sheer volume of calls is very large. We have employed more admin staff to help with this and avoid people being kept on hold for long periods. We appreciate people have held off getting in touch with us previously and that then it is even more frustrating when you struggle to get through. We have also had some issues with the phone lines cutting people off unexpectedly in the last couple of weeks – this is being investigated by the phone company. We apologise for any inconvenience but are genuinely doing what we can to answer the phones as quickly as possible. We appreciate the stress everyone is under and the frustration with the phone lines, but ask everyone to please be kind to our staff who are working incredibly hard.

 

How else can I contact the surgery?

Our electronic consultation form is now available via the website www.bmcats.co.uk   This can be used for any reason you may need to contact us – from wanting to speak to a GP to a medication or sick note query. We are encouraging all those who feel able to use this to do so, this will mean the phone lines are more available for those with no internet access. If you need to chase something up from a hospital clinic or a hospital follow up appointment please contact the hospital directly.

 

Why can’t I book a face to face appointment with a GP?

We are still under strict instruction to minimise face to face contacts wherever possible, and this does make perfect sense given the ongoing pandemic. If we need to see you we will do, but everyone needs to have a telephone consultation first. We are keen to increase the number of face to face appointments as soon as it is sensible to do so.

The current appointment system for GPs is pre-bookable phone calls to be used as pre-bookable face to face appointments were previously. These can be booked online. There are also the urgent slots for conditions that patients really feel cannot wait until the next prebookable appointment. Fortunately our waiting times are still very short compared the vast majority of GP surgeries in the UK. We then also have face to face appointments every morning and afternoon.

 

What if I have a complaint?

We understand that things have not been perfect, we have been forced to change the way we have done things for many years at a rapid pace, and there have inevitably been some problems. We know we need to improve our communication. If you have a complaint please email kerry.martin2@nhs.net or contact us via phone.

 

Are there a lot of new staff?

All of the GPs who work at Tideswell now also work at Bakewell and vice versa, most have been working at both for a few years now. The nursing and admin team are also covering both sites.

Please see our website for more information

 

Would you like to have more input and help us to improve?

We are always looking for people who are keen to join our patient participation group. The aim is for the group to act as a link between the surgery and patients. We want any changes to benefit our patients and are particularly keen to welcome teenagers to those in their 50’s in order to see our patient population equally represented. Please contact Kerry Martin or access the website page https://bmcats.co.uk/ppg.aspx?p=C81016&t=1&high=ppg

 

We would like to take this opportunity to thank everyone who has been so supportive of the surgeries throughout the year. We are here for all our patients and will endeavour to improve our communication going forwards.

 

With Best Wishes

From All the Partners and Management Team

Prescription Requests

From 1st August 2020 we will no longer be taking prescription requests over the phone. You can instead order your prescription in one of the following ways:

Online - via the Patient Access Website or App - please contact the Surgery to register with this service (you will not need to provide ID to register with this service at this time)

Online - via Engage Consult - please follow the link on our homepage

Email - email us on nderccg.medicationenquiries.bakewellsurgery@nhs.net

Paper - drop a written request in at the Surgery

Coronavirus

UPDATE FROM FRIDAY 31st JULY

The self-isolation period has been updated to 10 days.

You must self-isolate if:

DUE TO INCREASED DEMAND 72 HOURS IS NOW NEEDED TO PROCESS ROUTINE PRESCRIPTIONS FROM WHEN THEY ARE REQUESTED. PLEASE DO NOT RING THE SURGERY OR CHASE A PRESCRIPTION UNTIL THE 72 HOURS HAS PASSED.  THANK YOU.

We are reducing the amount of people coming into the Surgery as much as possible to reduce the risk of spreading the virus to all patients, especially the vulnerable. Anyone needing an appointment to be seen at the Surgery will be have a telephone call from a GP first and will be asked questions with regards to coronavirus symptoms.

Please avoid attending the Surgery unless absolutely necessary.

All visitors, patients and staff MUST have their temperature checked and wash their hands prior to entering the surgery building.

 

You can find further advice from Public Health England on the following link https://www.nhs.uk/conditions/coronavirus-covid-19/ 

Peak and Dales Medical Partnership

Patient Notice- As of Friday 17th April 2020 Bakewell Medical Centre and Tideswell Surgery will be formally merging patients lists, meaning that the separate lists will be merged into one. This means from the 17th April 2020, patients can be seen at either site by a GP or nursing staff. Please click here for more information.

Please click this link for information regarding the sharing of your Healthcare record https://derbyshirehealthcarerecords.org.uk/

New 7 day a week service launched-please click this link for further information  http://ndgpf.co.uk/extended-access-the-dales/

 

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