Patient Surgery Newsletter – Winter 2022

As part of our commitment to improve the way we communicate with our patients, we have developed our first newsletter. This monthly bulletin will provide a way for us to keep updated on key activity throughout the practice and provide you with a way to engage with us and give us feedback.

Working alongside our Patient Participation Group we’ll be identifying the key priority areas and updating you on our progress – including upgrading our website and improving areas within both buildings.

Our practice in numbers

We are proud to publish our practice figures for February – with an increased focus on our out of hours and online services, we are working to reduce our call waiting times and making it easier for patients to get the help they need.

We know that one of our main priority areas is to reduce our call waiting times. We’ve been able to reduce the call waiting times in the morning by increasing the number of staff in a supporting role and we are continuing to develop many of areas that impact call waiting times. This remains a high priority for the team and we continue to work with our PPG on reducing it further.

We are proud to publish our practice figures for February – with an increased focus on our out of hours and online services, we are working to reduce our call waiting times and making it easier for patients to get the help they need.

We know that one of our main priority areas is to reduce our call waiting times. We’ve been able to reduce the call waiting times in the morning by increasing the number of staff in a supporting role and we are continuing to develop many of areas that impact call waiting times. This remains a high priority for the team and we continue to work with our PPG on reducing it further.

  • 3,830 – Covid-19 vaccinations administered in total this month
  • 18,912 – Total number of patients
  • 3,431 – Total number of appointments
  • 3,163 – Number of online requests
  • 13,399 – Total of inbound calls received
  • 4,510 – Number of prescriptions issued

Vaccination update

As of 11th January, we had administered over 100,000 Covid-19 vaccinations, including first and second doses and boosters and over 6,100 flu jabs.

We continue to work with Alliance for Better Care (ABC) to promote the vaccination programme and continue to focus on boosters in addition to first and second doses.

Prior to Christmas, our vaccination clinics were over subscribed and we even ran a 24 hour clinic to provide better access for patients who were struggling to get an appointment. We were pleased to see many patients come forward for their vaccination during the Christmas and New Year period and now, like many other vaccination sites, we have seen a big drop in patients coming forward and as a result, we have many clinics running with empty slots. We are encouraging all of our patients to come forward if eligible for a booster and for those who haven’t yet taken the opportunity to have their first or second jab, it isn’t too late and the team have plenty of appointment slots and upcoming walk-in clinics for those who are unable to book ahead.

Vaccination patients do not have to be registered with Saxonbrook Medical and we have provisions in place for members of our local community who aren’t registered with a local GP practice and don’t have an NHS number.

To find out more about the Vaccination Programme at Saxonbrook, you can either book online via the NHS national booking system, or visit the alliance for better care walk-in page for a list of times and dates.

Book via the NHS website

View our walk-in clinic times

COVID-19 Vaccination Information

Improving access to our services

We want to make it as easy as possible for you to get in touch with us, we have been working on various changes to improve our patient response times.

08.30-11.00am – we will only be taking calls for appointments. This is to help us ensure that anyone calling for an urgent appointment is able to get through more quickly. For anything else the phone lines will open at 11am.

12:00-14:00pm our phone lines and surgery doors are closed in order for our team to priorities outstanding patient requests. If you have an appointment during this time please use the intercom to gain access for your appointment.

For help during these hours you can visit www.saxonbrook.net here you can:

  • Order medication
  • Book appointments
  • Request Summary care records
  • Request letters
  • Request referrals
  • Contact reception
  • Complete reviews and more

You can also sign up for online services without coming to the surgery. To do so please contact us and a member of the team can send a link to your mobile.

Please help us to help you and use the other options available to you.

Whats New?

Building improvements

We have a list of improvements we’d like to make to both our Maidenbower and Northgate surgeries, so thank you to patients who have given their feedback on what they’d like to see. In the last few weeks we have improved signage at Maidenbower, fixed and deep cleaned the lift at Northgate and reviewed our contract with our cleaning services provider. We’ve also upgraded our telephone processes and are in the progress of upgrading and simplifying our website.

Communication

We look forward to having a Patient Participation Group (PPG) noticeboard visible at Maidenbower and Northgate soon so that we can hear directly from patients and work on these improvements together. Where possible, we like to work with local companies, so we’ll work with our PPG to help us identify those as and when required.

Workforce

To enable us to be deliver a more efficient service to our patients we have recruited a further 7 members of staff, who we have welcomed to the team over the last few weeks. In addition to our recent recruitment the PCN have also been working to recruit into other roles such as a Care Coordinator and Mental Health Practitioner.

We are continuing to advertise for current vacancies within the practice, and look forward to expanding our workforce even more.

Our telephone queue buster

We have received lots of feedback regarding the phone queues recently, and we acknowledge it can be very frustrating sitting in a long call queue. You now don’t have to!

If you are placed higher than number 5 in the queue, you will get the option to join the queue buster. This will allow you to put the phone down, but retain your place in the queue. Once a receptionist has answered your call you will be automatically called back.

What if you miss the call? Don’t worry, the system will automatically call you two more times.

Please note, if you call back after you have chosen the queue buster option and select to retain your position in the queue, you remove yourself from the queue buster and need to hold on.

Have you tried eConsult or LIVI video appointments?

You can have an email consultation with one of our GPs by using the EConsult service via our website. You will be asked a few questions about your medical concerns and the symptoms you are having. You will then be contacted within two working days with an appropriate appointment.

Start your eConsultation with a GP

The NHS are running a service called LIVI, this is a way to get in contact with a GP 7 days a week via video call.

Search LIVI online, in your app store on either a smart phone or android.

Visit the LIVI website

Patient Participation Group

We had a great workshop with our patient participation group in November, working together to identify areas of focus for the year ahead. We look forward to working closer together and ensuring that they become more visible within the practice and our local community.

If you would like to become part of our PPG or wish to send any concerns you may have then please contact our Chair Ashwin Soni on ashel@hotmail.co.uk. Telephone: 07833252551.

Following our meeting in November four new patients have joined the PPG. We would welcome more patients to join to give a stronger platform to PPG. The work of the PPG is valued and respected by the surgery. So, please do consider joining the group. The work of PPG is not very onerous, we meet (virtually at present) once every two months on a Friday at 3 p.m. with the surgery staff and note the current state and help to develop short, medium and long term plans from PPG perspective.

Follow us on social media

You can now keep updated by following us on Facebook and Twitter. We will post urgent surgery information, news about the vaccination programme and all other services available for our patients.