The
ElliottEar
Number25
October 2005
CONTENTS
Chairman's Report
Carer's Support Group
The Weekend Tea Parties
Transport Service
Flu Vaccinations 2005
How Does EHMC Work?
Falls: How Important Are They And What Can Be Done To Prevent Them.
Some News From Alan Byers....And Some Advice
Chaperones, Consent and Confidentiality
Missed Appointments
Information Technology and all that!
Single Assessment Process
The Expert Patient
Staff Report
Surgery Opening Times
CHAIRMAN'S REPORT
Cyril Flood
I concluded my last report
by saying that I was looking forward to the Luncheon to celebrate ten years of
the Carers' Support Group. This proved to be a great
success and was thoroughly enjoyed by about 40 people. My grateful thanks to
Beryl Peacop for organising
such a splendid party and to the doctor who provided us all with a box of
chocolates to take home! In early April, members of the Carers'
Support Group attended a performance of "The Music Man" by
The AGM was held on 17 May when all the existing officers were re-elected and
Lesley Walmsley was confirmed as Vice-Chairman,
having been elected by the Committee during the year. The business part of the meeting
was followed by an excellent presentation by Sister Alison Willis about the
Accident and Emergency Department at
That meeting was the first time the new microphone and loudspeaker were used
and seemed to be a great benefit. Its second outing was on the following
Saturday when the annual Fish and,Chip
Quiz Supper was held and proved to be a great occasion enjoyed by everyone
present. My thanks go to all who assisted with the serving and provision of
food, and to Eric and June Pleass for their posing of
the questions and the marking of the answers.
All the other services provided by the Association continue and are appreciated
by many less able patients of the practice. If
you feel you could give a little time to help with driving (mainly to Northwick Park Hospital, Mount Vernon Hospital and the
surgery), to assist folk by doing their shopping, or by visiting the
housebound, PLEASE contact one of the co-ordinators
listed at the back of The ElliottEar.
If you could help deliver
about 20 copies of The ElliottEar
twice a year, please
contact Hilary Morgan (8428 4191). She would be delighted to hear from you. As
I write this report we are looking forward to the Volunteers' Tea Party on 21
August when we hope the weather will be kind and we can enjoy meeting each
other in Pam Bertolotti's lovely garden. We are most
grateful to her for allowing us this privilege.
Finally I would like to thank all the people who give their time and support to
the Association, and the doctors and staff at the Medical Centre
for their unfailing support of the Association.
******
CARERS' SUPPORT
GROUP
The Group continues to flourish,
and we have been delighted to welcome two new members since the last issue of The ElliottEar.The long-standing members are so willing to give advice
and help based on their own experiences as carers,
and it is greatly appreciated.
Sadly, the Group will be saying
"Goodbye" to Anne Flood in December.
Anne has been associated with the Group for nearly 11 years, and her
role as Home Visiting Coordinator has fitted in so well by providing sitters
for our carers' loved ones. Anne and Cyril are moving to their house at Toddington "fulltime", which will enable them to
spend more time with their growing family, and also give them some quality time
on their own.
There are no words to express how much we shall
miss Anne, and we thank her from the bottom of our hearts for all she has done
for the carers, their loved ones, and, of course, the
Patients' Association as a whole.
We are determined that the Carers' Support Group will continue, and I am delighted
that Ann Kirby (a very good friend of the Group) has volunteered to take on a
larger role to help carers, and Margaret Wells has
also agreed to take on some of the organisation.
I know many of the carers,
past and present, will wish Anne every happiness in her new home, and I am sure
she will keep in touch. In the meantime,
I welcome the input by Ann and Margaret, and we will do our very best to
continue to provide a much-needed service to the cares in our Practice.
The Group will continue to meet on the third Thursday
in each month in members' homes, and the dates and venues are displayed on the
notice board at the Medical Centre. New members of
the Group are always welcome, or we will visit carers
in their homes if they do not wish to come to our meetings. If
you need support please talk to your Doctor or Nurse at the Medical Centre, who will put you to contact with us if you wish.
Contact Beryl Peacop or
(after December) Ann Kirby.
THE WEEKEND TEA
PARTIES
Tova Salomon
Continuing the success of last year, tea parties
for the elderly have continued this year. These Saturday afternoon events
provide a warm, friendly and family environment for the elderly and those
living alone - this is the reason for continuing to use my home as the venue.
We've held three teas in the last six months,
with around 6 or 7 guests each time, assisted by a few helpers as well as those
who provide transport. Their support is invaluable, so any additional offers of
help, just one Saturday afternoon every few months, would be enthusiastically
welcomed.
Enabling people on their own, especially the
elderly, to enjoy good homely company over a full English tea has been very
rewarding. The teas started on a trial basis but have now become a firm part of
the Elliott Hall annual calendar of events, something we intend to continue
into the future. For further information please ring me.
******
TRANSPORT
SERVICE
David and Pat James
If you have any spare time and could help drive
patients either to one of the local hospitals or to the Medical Centre, please contact
Flu Vaccination 2005
Helen Jenner NursePractition er
As in previous years, the national policy for 2005/06
is that influenza immunisation should be offered to:
• All
those aged 65 years and over
• All those aged over 6 months in a clinical risk group, such as
patients with diabetes, chronic respiratory disease including asthma, chronic
heart disease, chronic renal and liver disease
• All those living in residential care homes
The Pneumococcal (pneumonia) immunisation programme
Current recommendations are for all patients over
75 years and those in risk groups as above who have not been previously immunised. Please note: re-immunisation
with pneumococcal vaccine is not currently
recommended.
Those who are housebound will be visited when times
are available, and patients will be contacted in advance.
******
How does the Elliott Hall Medical Centre work?
Lesley Walmsley
Things have changed greatly with regard to medical centres over the past years, and whereas when I grew up
"the surgery" consisted of one doctor and a receptionist (the
doctor's wife, who maybe did some filing as well as opening the front door),
today our practice has three partner doctors, 5 other doctors, 4 nurses of
various kinds, a phlebotomist, and an administrative team - including
receptionists - of 12 people.
Thinking that it might be interesting to see how such a practice operates, over
the next issues I shall be interviewing various members of the team, to find
out what they do and how they all mesh in together. The modern practice is a
far cry from my childhood doctor and his wife!
If the running of EHMC looks effortless and calm,
it means that a lot of careful work and planning is going on behind the scenes,
and at Elliott Hall that is largely due to the work of
The Practice Manager,
Denise Lavey.
The Practice Manager - Denise Lavey
Denise has over-all responsibility for eight main
areas: Patient and Community Services, Information Technology, Premises and
Equipment, Human Resources, Finance, Partnership Issues, Practice Development
and General. Specialist areas have their own leaders, e.g. Carole Dixey for Information Technology and David James for
Finance, but Denise keeps an eye on everything and ensures that the whole
practice functions smoothly.
A typical working day will see her arrive at
Contact with the Primary Care Trust and an almost
constant stream of changes in the Health Service, such as the new GP Contract,
bring added work needing more planning ahead for the Practice Manager.
The highlights of the job Denise
describes as being the hub of the practice and helping other people find
solutions to problems. The lowlights can
be the occasional overload of work and trying to take on other people's
burdens. There is also the frustration
of not being able to change something which someone - patient or staff - would
like changed.
The job of Practice Manager is a highly skilled one,
and apart from her own background in education and office work, Denise has the
qualification of the AMSPAR Diploma in Practice Management, and is working
towards her Fellowship by Assessment of the
There is life outside EHMC, and as well as running a home for herself and two
teenage children, Denise enjoys owning an ex-racing greyhound, as well as
spending a lot of time with horses, once a week working at a stable as a
volunteer with disabled children.
Next time I hope to bring you an insight into the
working life of one of the three partners.
******
ICE :
In Case of Emergency Campaign
This is an Emergency campaign, originally launched by
the East Anglian Ambulance Service, with the support
of
The idea is that you store the word
"ICE" in your mobile phone address book, and against it enter the
number of the person you would want to be contacted "In Case of
Emergency". Or for those of us who
don't have mobiles, write it clearly in your diary, address book or whatever
you generally carry in your handbag , wallet or pocket Then if you are involved
in an accident or any other mishap, the emergency services will know who to
contact for you.
It's a very simple and practical
idea. And please tell your friends about
it - send it to everyone in your address book if you do have a mobile phone.
A & E at Northwick Park
As mentioned in the Chairman's Report, at the AGM
in May, Sister Alison Willis, Senior Clinical Nurse A & E (Minors), and
formerly a nurse at our Medical Centre, gave a very
informative talk about the work of the Accident and Emergency department at
The department has four main areas:
Reception/Waiting area; "Minors" (Minor injuries and illness);
"Majors" (Major injuries and illness); and the Resuscitation area. It
is staffed by: 2 Consultants (with a third due in June 2005); 12 middle-grade
doctors, 12 Senior house officers, 1 Senior nurse across the emergency floor, 2
Senior clinical nurses, 76 nursing staff and 2 HCAs.
(???)
Patients can access the service either by referral from their GP or by self-referral. The department sees and treats 90,000 patients in a year, each day seeing between 260 and 310 patients, of whom 55-75 will be admitted as an emergency admission. This represents an increase of over 30 % in the last 12 months. Of these, 98 % are seen, treated and discharged or admitted in less than 4 hours!
A
& E is open 24 hours a day, every day of the year. Its busiest days are Friday - Monday, the peak times 11 a.m. -
4 p.m., and 7 - 11 p.m. Sixty per cent of the cases are "Minors", and
over a quarter of all patients are under 16 years old.
The London Ambulance Service receives one million 999 calls a year. It provides emergency roadside or home
assistance to seriously ill or injured people, taking them to the most
appropriate hospital. They also transport patients from one hospital to a
specialist centre as necessary, and they cater for
many primary care patients.
There are plans to introduce Emergency Care Practitioners (ECPs), first
within 5 London Primary Care Trusts but eventually across
There are alternatives
to A & E. These include self-care,
visiting or ringing your GP, Harmoni (the
out-of-hours doctors group), NHS Direct, the Minor Injuries Units (
However,
if the situation is life or limb threatening ring 999 !
******
CHECKING IN FOR YOUR APPOINTMENT
Sometimes when you reach the reception desk at
Elliott Hall the queue can stretch to the outside door, which is frustrating
for everyone. If you simply want to check in for an appointment with a doctor
or nurse there is now an extra way of doing this: THE TOUCH SCREEN which sits on the desk to the left of the
receptionist as you face her.
It's very easy to use, so do give it a try. There
are clear instructions printed out in front of the screen, but if you'd like
the receptionist to talk you through the process please ask her.
To use the screen all you do is: Touch the screen anywhere; answer the
simple questions it puts to you (i.e. are you male or female? What is the month
and day (not the year) of your birth? And then a very basic message comes
up using only your initials and the name of the doctor or nurse you are
visiting. If those details are correct, touch the screen where shown, and a
message appears, giving your full name, the name of the medical staff involved,
and also a note of how he or she is running as to time.
Then you just go to sit in the waiting room until called as usual. This new system will save you a bit of waiting time at the desk, but if you really don't like touch screens, just queue up to talk to the friendly receptionist as you always have done.
******
THANK YOU, SUZANNE
After
three years Suzanne Hearnden is resigning from the
post of Advertising Manager for The
ElliottEar, and we do
thank her for all she has done for us. Apart from running her own business,
Suzanne has a husband and small daughter, and we do appreciate all the time she
has given us when she could have been with them.
If
you'd like to try succeeding Suzanne, please contact Lesley Walmsey.
******
Falls: How Important Are They And What Can Be Done
To Prevent Them?
Dr
Chris Jenner
The Facts:
• 1 in 3
people aged over 65 will experience a fall each year, and half of those more
than once
• 40% of these falls result in
hip fractures
• 20% of injury-related deaths among older
people can be traced back to a fall
Older people are injured at
home more than any other location. The bathroom and stairs are particularly
dangerous
2.
Protect Yourself
Anyone can fall. But as we
age, our risk of falling becomes greater. That's the bad news. The good news is
that many injuries due to falls can be prevented. The first step to avoiding
falls is to understand what causes them. For example, poor balance, decreased
muscle and bone strength, reduced vision or hearing, and unsafe conditions in
and around your home can increase your chance of falling. Staying safe and on
your feet is a matter of taking some steps to protect yourself.
You can prevent falls by
making the needed adjustments to your home and lifestyle, and by making sure
you eat well, stay fit, and use whatever devices will facilitate your daily
life while keeping you safe. Your independence and well-being are at stake. Act
on it!
Here's a few Tips to see if you may be able to help yourself or someone you know and care for:-
In the home
Bathroom
• Use a rubber bath mat for tub and shower. Install it when the
tub is dry
• Install grab bars by the toilet and
bath to help you sit and stand. Make sure they are
well anchored .
• Use a raised toilet seat, and a bath seat in the shower if
you need them
• Wipe up moisture or spills
immediately
*
Living room and
bedroom
• Reduce clutter! Get rid of loose wires and cords as well as any
other obstacles
• Consider a cordless phone to avoid rushing
to answer
• Have
good lighting throughout the house and install night lights
• Make sure the path is clear between the bedroom and bathroom
• Scatter mats are tripping hazards. Get rid of them or make sure
they are non-slip
• Move slowly out of your bed or chair. Getting up suddenly can
make you dizzy
Kitchen
• Store kitchen supplies and pots and pans in
easy-to-reach locations
• Store heavy items in lower cupboards
• Use a stable step stool with a
safety rail for reaching high places
• Always wipe up any spills
immediately to prevent slipping
• If you use floor wax, use the
non-skid kind
• Ask for help with tasks that you
feel you can't do safely
Stairs
• Make sure your stairs are well lit
• Have solid handrails on both sides
of the stairway
• Remove your reading glasses when you
go up or down the stairs
• Never rush up or down your stairs.
It's a major cause of falls
Exterior
• Keep front
steps and walkway in good repair and free of snow, ice and leaves
• Keep
front entrance well lit
• Put gardening implements such as hoses and
rakes away when not using them
*
Your
Health
Eat healthy meals
Nutritious meals keep up strength, resistance and
balance. Eat lots of vegetables and fruits•
Don't skip meals. It can cause
weakness and dizziness
Keep fit
• Engage in
physical activity every day. It's your best defence
against falls
• Walk.
Try Tai Chi. Do what you can to maintain your flexibility and balance
• Build
your muscle and bone strength by doing "resistance" activities or
exercises (such as
weight lifting). Remember
to take medical advice before you embark on an exercise program
•
Have your hearing and vision checked regularly
Use medication wisely
• Ask your doctor or pharmacist
about possible side effects of prescription drugs or over-
the-counter remedies
•
Read directions carefully so you're aware of potential reactions with
other medications
• If your medication causes dizziness or sleepiness, adjust your activities so you aren't at risk of falling
• Don't mix alcohol and medications. Alone or in combination with drugs, alcohol can cause falls
Use safety aids [Really use them]
• Don't be
embarrassed to use aids to daily living - they can keep you safe and active
• Wear
your glasses and hearing aid
• Consider using a walker or cane. If
you use a cane, make sure that it's
the correct height and that it's
rubber-tipped for safety
• Find out
about other gadgets that can make your life safer: reachers,
anti-skid soles, hip protectors, etc.
Should you fall...
•
Attempt to land on your buttocks to prevent more serious injuries
•
Don't rush to get up. Make sure you are not injured before trying to get
up or letting others help you get
up
•
Don't let the fear of falling again prevent you from being active.
Inactivity creates an even greater
risk of falling
If you do happen
to fall and can't get up safely by yourself, it is quite legitimate to dial 999
and ask for an ambulance - 60 % of ambulance call outs are for this very
reason. Otherwise Helpline is available via Social Services (our
local SS office at Talbot House tel. 8429 4488 can provide details).
Finally if you
have fallen for inexplicable reasons please let us know, there may be something
we can do to help! Please let us know, falls are NOT a normal part of ageing.
******
SOME NEWS FROM ALAN BYERS
... AND SOME ADVICE
Dr Alan Byers
Time speeds on and it is now over a year since
retiring from Elliott Hall Medical Centre. It was
such a great wrench for me, and I am very much missing so many of the patients
and colleagues.
My extraordinary send-off, especially the surprise
concert, was such an exceptionally memorable event for me and my family. I was
overwhelmed by all the lovely items of the concert, and the gifting to me of
the wonderful horn and music writing Sibelius 3 programme, and I am very indebted to so many of you for
making it such a special occasion. It was really by far the best send-off I
have ever heard of.
I am getting lots of use from my spanking new
horn at the Watford Philharmonic Orchestra, in chamber music groups and various
music residentials, and am enjoying an Open
University course in Western music 1600-1900.
I still work a 4 day week but the work is now
"lighter" than before: 2 days as a part-time GP at Radlett/Shenley Surgery, Herts, 1
day a week as a long-term locum in
Well, that's enough about me. Now for a few words
about flossing teeth: Many people
are troubled by bleeding from gums and/or an unfresh
taste or odour in their mouths. In most cases this is
caused by low grade gum infection (gingivitis) due to food particles stuck
between the bases of their teeth and gradually rotting in their mouths!
Antiseptic mouthwashes like oraldene are insufficient
on their own to clear the problem.
This low grade gingivitis also aggravates the natural
gradual receding of the gums which occurs with age. That process of gums
receding also makes it easier for food particles to get stuck in the spaces
between the thus "elongated" teeth (hence the phrase "long in
the tooth"); so it is a vicious circle.
Tooth picks do help a bit, but not much. Simple toothbrushing is also insufficient. A visit to the dental
hygienist is a great way to get instruction on how to clean the teeth more
effectively, concentrating on the bases of the teeth at their junctions with
the gums rather than simply brushing the teeth themselves. The dental hygienist
can also give good advice on how we can floss our teeth, at least once at the
end of the day, or preferably, if we are keen enough, after every time we eat.
However, there are two cautions here: flossing with insufficient care may push
the food particles into the crevices between the gums and the teeth thus
actually provoking infection; secondly, over-enthusiastic flossing can dislodge
tooth fillings.
I have tried various brands of floss and in my
opinion the best ones I have found are called "Glide floss picks",
and are available from any pharmacist by order even if not on display, or by
telephoning 020 8459 7550.
An all-in-one gel?!
Last summer (2004), my wife
For patients with eczema we often suggest using an emollient such as aqueous
cream as a soap substitute. I have noticed on myself that e.g. aqueous cream
works well too as a hair conditioner, and as a pre-shaving cream. In fact, even ordinary liquid soap
makes quite a good pre-shaving cream too.
Perhaps there is a market niche out there for a single multi-purpose gel or
cream which advertises itself as the ultimate combined soap, shower gel,
shampoo, conditioner and shaving cream all-in-one! There must be a fortune in
it somewhere for some company! Or
maybe many of your cosmetic lubricating creams for dry skin could serve a
similar all round purpose. Try them and see what you think!
I often find myself thinking of so many of the excellent people I knew over the
years in Hatch End and wish you well.
******
CHAPERONES,
CONSENT AND CONFIDENTIALITY
Dr Reena Majus
The
practice has recently reviewed its chaperone policy in line with local and
national guidance and policy, some of which is detailed in the National
Clinical Governance Support team document "Guidance on the role and
effective use of chaperones in primary and community care settings."
The
chaperone policy is as follows:
This
organisation is committed to providing a safe,
comfortable environment where patients and staff can be confident that best
practice is being followed at all times and the safety of everyone is of
paramount importance.
All
patients are entitled to have a chaperone present for any consultation,
examination or procedure if they feel one is required. This chaperone may be a
family member or friend. On occasions you may prefer a formal chaperone to be
present, i.e. a trained member of staff.
Wherever
possible, we would ask you to make this request at the time of booking the
appointment so that arrangements can be made and your appointment is not
delayed in any way. Where this is not possible we will endeavour
to provide a formal chaperone at the time of the request. However, occasionally
it may be necessary to reschedule your appointment.
Your
healthcare professional may also require a chaperone to be present for certain
consultations in accordance with our chaperone policy.
If
you would like to see a copy of our chaperone policy or have any questions or
comments regarding it, please contact the Practice Manager, Denise Lavey. This policy is clearly advertised on notice boards
in the practice and on the website, www.ehmc.co.uk
For any examination
or procedure to take place the clinician needs to obtain the patient's consent.
For consent to be valid it needs to contain the elements of voluntariness,
appropriate information exchanged and capacity. The General Medical Council
states that it should be presumed that every adult has the capacity to decide
whether to consent to, or refuse, proposed medical intervention unless it is
shown that they cannot understand information presented in a clear way. Verbal
consent is as valid as written consent.Written
consent merely serves as evidence of consent. There is no lower age limit at
which young people can give consent provided that the doctor is satisfied that
the patient understands the intervention and its potential outcome.
The
content of any consultation or health professional/ patient interaction is
confidential and should not be disclosed to anyone apart from the patient.
Relatives may feel that the team is being obstructive in not sharing
information or answering queries. If
patients would like any other person, i.e. a spouse or child, to have access to
their medical information they can authorise this by
completing the specific consent form. This is available from the practice and
once returned a suitable prompt is added to your records, detailing who else
can be given information on your behalf.
All the
above are to protect patients and maintain good doctor/ patient relations.
Please let Denise Lavey, our Practice Manager, or me
know if there are any queries about the above points.
Thanks
******
Missed Appointments (or DNAs)
Laura Knight and Denise Lavey
In the Practice, we call missed appointments "DNAs" (Did not arrive) - this includes appointments
where we have no explanation for non-arrival and very late cancellations
(within one hour of the appointment time). We have done a survey of the first
six months of the year; the results are shown overleaf:
|
Month |
Number
of DNAs |
Total appointments available |
%
appointments which
were DNAs |
Time
wasted* (in
hours) |
|
January |
307 |
3287 |
9.3 |
51 |
|
February |
268 |
3124 |
8.6 |
44.5 |
|
March |
263 |
3225 |
8.2 |
44 |
|
April |
284 |
3050 |
9.3 |
47 |
|
May |
281 |
2947 |
9.5 |
47 |
|
June |
312 |
3223 |
9.6 |
52 |
As you can see, the results are staggering - nearly one in ten people booked
for an appointment did not attend! The picture is a little better for people
booked to see one of the partners - around 5% of these patients do not arrive.
We can only estimate the time wasted - for a blood test appointment, it would be five minutes; for an appointment in the Diabetic Clinic as much as forty minutes. And the family of four that doesn't arrive for their travel jabs? - one hour and twenty minutes - enough time to see eight patients and check their blood pressure or syringe their ears or review their medication! We estimate that in monetary terms these DNAs cost the practice on average £2,200 a month.
It would be great to get these numbers down. If you
are an Internet Appointment Booker, you can cancel on line or phone us to
cancel.... generally speaking, the phones become quieter after 11 or in the
afternoon. Or drop a note through the letterbox!
|
|
Percentage of Appointments |
Time Wasted in HOURS |
|
January |
9.3% |
51 |
|
February |
8,6% |
45 |
|
March |
8.2% |
44 |
|
April |
9.3% |
42 |
|
May |
9.5% |
47 |
|
June |
9.6% |
52 |
The message is definitely "Keep your appointment or cancel it!"
******
Information Technology AND ALL THAT!
Carole Dixey
Can it really be three years since I put pen to
paper (or should I say hands to keyboard!) for an article in The ElliottEar
about IT (Information Technology)
developments at the surgery? At
that time I had recently joined the team at EHMC and was looking forward to all
the excitement and challenges of working for a highly motivated and forward
thinking practice.
Looking back over these three years there have
been many ways that IT has supported new initiatives and developments at
Elliott Hall. Some of these I am sure you have been aware of but many have gone
on behind the scenes. The changes have enabled the practice to increase and
maintain the high level of patient care provision that the Elliott Hall team
takes such pride in. These improvements have only been achieved by the
commitment of the EHMC team to learn new IT skills, together with the
installation of new hardware and software systems to allow the information to
be stored and retrieved accurately and quickly.
Three years ago paper medical records were still given
to the clinical team to use during consultation in conjunction with the
computer. The only way to book an appointment was either by a phone call to the
surgery or by coming in to the reception desk.
Keeping you up to date about changes at the surgery and outside services
was achieved mainly through articles in The ElliottEar.
How things have changed!
The data stored in a patient's record is now so comprehensive that it is only
on very rare occasions that a member of the clinical team will find it
necessary to consult the paper records. All post is scanned on to the computer
system and is passed to the appropriate EHMC team member electronically for
action. Results are also sent over the Internet (NHSNet)
from
We now have our own practice website accessible
on the Internet at www.ehmc.co.uk, thanks to the computer skills of Laura
Knight our reception coordinator and two of our Patients' Association
Volunteers Peter Baggs and Marcia Thorley. This is kept up to date
by Peter and Marcia and provides a wonderful source of information about EHMC
and services provided by outside groups and agencies. In addition to this, Internet users can now book Doctors'
appointments once they have contacted Denise Lavey,
our Practice Manager, and been given their unique ID etc.
Behind the scenes of the practice
other changes have gone ahead. Using the skills of our Practice Administrator
Ann Knight, the majority of forms that used to be filled out by hand to request
services for our patients from outside agencies and have now been computerised. This ensures easy access to these forms for the clinical team
during consultation, and has meant that the information in these forms is
easily read and accurate as it is imported directly from the patient's record
on the computer.
Close links exist and are being further
developed with outside agencies such as Social Services to ensure that requests
for support for our patients can go ahead quickly. From our computer we are
able to provide them with the most up to date information about your medical
condition and requirements. In turn they report back to us and the computer is
again updated. This continual interchange and updating of computer systems
ensures that whoever is attending to your medical needs at any given time has
access to the most recent information about you.
The article on the Single Assessment
Process (see the following article), written by Sister Helen Jenner ,
Dr Chris Jenner and Ann Knight, illustrates some of
the benefits of these new links with outside agencies.
Exciting times lie ahead with the
continued development and investment in IT. We will keep you informed.
******
SINGLE
ASSESSMENT PROCESS
Dr Chris Jenner,
Sister Helen Jenner & Ann Knight
WHAT IS IT?
The Single Assessment Process, or SAP, is a new way of
providing and sharing assessments for adults with health or social care needs.
The aim is to provide other service users with basic information about a
patient, streamlining any referral to other services and avoiding duplication.
It is most commonly used to refer elderly patients for further care, such as
district nurse, social services and the community rehabilitation team (HART).
WHERE DID IT COME FROM?
In 1999 the Department of Health introduced a New
National Service Framework, setting out measurable goals for improvement in care
for older people.
HOW WILL THE SINGLE ASSESSMENT AFFECT YOU?
Elliott Hall has been using the SAP form for the past
eighteen months, when the need arises for a patient to be referred. We here at Elliott Hall Medical Centre send out personal information forms annually to all
our over 75 year old patients. This
year, an extra section was added to ask for prior consent to share relevant
information if they needed to be referred. It is important that every patient's
wishes are considered, and although it makes the process quicker, if you have
declined consent for any reason it has been logged on your patient records.
The SAP was set up so that basic personal details, such as name, address, phone
number and information about you which is required by all service users, can be
provided on your behalf by the practice in an accurate and updated way. Any health or social care professional
involved will then already be informed of your circumstances, and can spend
more time assessing your needs.
OTHER PATIENT BENEFITS OF SINGLE
ASSESSMENT
The patient is now at the centre of their care:
District Nurse Rehabilitation Team
( '
PATIENT
& %
Social Services $ Doctor
Mental Health
Patients will be involved at every stage of their care, and in the
future we hope to develop patient-held records. This will allow you to keep a
copy of all assessments and care plans in your home.
TYPES OF ASSESSMENT
Contact
Assessment
This
is the gathering of basic personal information
Overview Assessment
This
is a nationally agreed assessment looking at a wide range of health and social
care needs, not only of the patient, but those relating to the patient as well.
Specialist
Assessment
If
the need for a specialist's care is highlighted, such as physiotherapist or
occupational therapist, they will carry out a specific assessment in their area
of expertise.
A Comprehensive
Process
This
is where all information from all areas of health and social care combine their
resources and information and make sure your care package meets your needs.
Elliott Hall Medical Centre
has piloted this project, and it is now gradually being rolled out to other
local practices by the PCT. In March this year our work was recognised
by the PCT, when Ann Knight and Denise Lavey
presented this work and accepted an award on behalf of the practice project
team for practice innovation.
We have audited "the
professionals" responses to this initiative and are keen to have feedback
from any patients on how they feel assessments have worked when seen at home.We would also like to know if you have any suggestions as to how we can
improve our service.
******
The Expert Patient
Sue Jump
In an earlier issue of The ElliottEar an
article on "the expert patient" told of a scheme whereby patients
suffering from a particularly difficult illness could help other patients with
the same problem by explaining what they had learnt about managing the illness.
If you would be interested in joining one of the courses, either to gain help
or to share your experiences, do discuss it with your doctor.
Reproduced here - with kind permission of the Expert Patient Programme - is one person's account of how the Programme helped her.
The Gem
Once, I felt that I was lost
and lonely, in my pain
my spirit broken, useless,
life could never be the same.
Until one day, I read about
a plan to change my world
amidst the seeds of doubt, there grew
a small, but perfect pearl;
The Expert
Patient Programme was
this vehicle for change
it taught me to remember who
I was before the pain
Alone and lost no longer
I began to see the light
the confidence came back
as did the spirit and the fight
So now I am a tutor
helping others find the pearl
that with a little nurturing
has power to change their world
******
Staff Report
Denise Lavey
I am happy to report that once again there is
minimal change to the team at the Practice. We were very sad to lose Lynne Peermohammed, who moved back to Crewe to be nearer to her
family - her skills as both phlebotomist and receptionist are sorely missed. Chris Elton has taken on the phlebotomy role
very ably, and we have two new members of staff to help out with Reception and
Administrative duties - Cathy Morell and Manjula Nanji.
Dr Sekhon finished her GP training in August and Dr Beharry in September. As a re$ult
we have welcomed Dr Jwan Ziad
for one year, and Dr Mehul Lakhani
joins us for four months from October (some may remember the name as he was a
PRHO here at the beginning of 2005).
******
Surgery Opening Hours
Denise Lavey Practice Manager
The
reception desk is manned from 8.30 a.m. to
1 p.m. each week day and again from 2.30 p.m. to 6.30 p.m. Do not be surprised if you are given an
appointment outside these times - some sessions start earlier or finish later
than this. If the door is locked, please
ring the bell on the left hand wall - this acts as an
intercom, so please wait for someone to answer.
If you wish to contact the practice by telephone, please call 020 8428 4019. The lines are open from
8.30 a.m. to 1 p.m. each week day and again from 2.30 p.m. to
If you need to talk to a doctor
urgently, outside these times please
call 020 8428 4019 and then make a note of the contact number. The partners often do out-of-hours calls but
occasionally hand over this responsibility to Harmoni,
a local out-of-hours GP co-operative. The
contact numbers may vary which is why we ask that you always phone the practice
number to check - the number you noted down last time may not be right now.
Please help us to help you
We have installed a touch-screen automated check-in system - it is easy to use and
could save you time standing in the queue (see page 10). There is no obligation
to use the screen if you would prefer to talk to the receptionist directly.
There are some times when the phone lines are
particularly busy, especially Monday mornings, so try to avoid calling at this
time if you can. You may wish to try Internet
booking, which you can use to book an appointment with any of the doctors.
Ask at Reception or write to me to request the
information to be sent to you - make sure you include your name, date of birth
and address.
If you are calling because you wish to be seen on
the same morning, please try to call
before 10 a.m. so that we can fit you in and doctors can plan their workload.
If you are calling to make a routine appointment or for results, please phone
in the morning after 9.30 a.m. or in the afternoon as the phones tend to be a
little less busy at these times.
We regret that it is not possible to give out travel advice on the telephone. Please
make an appointment to see one of the practice nurses.
Prescription requests put into the box on Friday after 4.30 or over the
weekend will be processed on Monday. They will not be available for collection
until Wednesday afternoon.
Please allow at least a week for items such as claim forms, certificates, signatures on
passports, and so on.
And finally ...the
practice leaflet contains a lot
of useful information on services, personnel and opening hours, and is updated
regularly. Please collect one from Reception.
If you have any queries or comments, please feel
free to contact me.
