What’s happening at your Practice?

Dear Patients,

Currently, we are not able to bring everyone in for face to face appointments, unless a Clinician has spoken to them first. This means that if you have a booked appointment, we will call you either the day before, or on the day, to let you know what is happening to your appointment.

Due to changing advice, which is literally hour by hour, we are trying to adapt to the needs of our Patients with the clinicians and staff we have, and the advice we receive from Public Health England, NHS England and the CCG. Obviously exposure to the virus will slowly erode our ability to provide as full as service as we would like to.

Here is a summary of what we are doing to adapt right now:

– We have BT coming in to install more phone lines to enable us to do telephone consultations without compromising the ability to receive calls. We are updating our phone system as a matter of urgency to allow more Patients to be spoken to.

– Staff training on triage – where they will ask the nature of your call and go through a specified contact navigation, which includes a check of your telephone number, your nominated Pharmacy where we will send your prescriptions electronically and other health related questions to ascertain your best option.

– Ensuring that the CCG provision of ‘working from home’ can be implemented for any Clinical staff that need to self isolate but are well enough to work.

– We will be closing the door to Patients, who have not been triaged, who do not have an appointment, and who may have the virus.

What do you need to do?

– Please follow the advice and guidance of the NHS. Self-isolate for 14 days if you develop a fever of 37.8C and above, OR a persistent cough. You do not need to call us, or 111 if you are well enough to cope with the symptoms. If your symptoms worsen while you are off, please visit the 111 Website and follow the advice given there. If a family member has to self isolate, the advice is that for all those living in your household, they will also need to self isolate for 14 days.

– Do not come to the Practice, unless directed to do so by a clinician that has called you from the Practice.

– Ensure that your contact details are correct. We are finding that despite checking numbers, there are still people whose numbers are incorrect.

– Please be ready for our telephone consultation – with ONE problem to discuss. We want to be able to schedule as many Telephone consultations as possible to enable us to keep up with the demand.

– Avoid ringing if you can send your query to the website. If you have to ring because you don’t have access to the internet, please try ringing at the less busy times, such as mid morning or mid afternoon – you are more likely to get through quicker.

– If you are housebound (not self isolating housebound, this applies to our most vulnerable, already recognised housebound patients), please ring before 10 am in order for us to prioritise you.

– Please bear with us, we will try to communicate to you as much as we can. We are trying to get the most needy patients seen as a priority.

Thank you once again for your understanding whilst we adapt and support you to the best of our ability during this difficult time.

Yours most sincerely,

The Partners and the Team at Mickelover Medical Centre.