We want to reassure our patients that we recognise the difficulties many of you are experiencing in accessing services at the Medical Centre. We appreciate how frustrating it is to either be waiting in a queue for your prescription or on the phonelines to get through to Reception. We would like to thank you for your patience during this difficult time.
As with other NHS organisations, demand has increased greatly and although this is out of our control, we continue to try to improve our services and would like to take this opportunity to let our patients know what we are doing to increase capacity, what we offer as a practice and alternative ways of accessing medical help:
- Paramedic and Nurse Practitioner – within the last 2 months we have taken on additional clinicians to help support the GPs and see more patients.
- GP Registrar – as a training practice we have the benefit of having a newly trained doctor with us who not only helps our patients but gets the experience necessary to hopefully increase GP numbers in the future.
- Advertising – we are currently advertising for new GPs to join the team. This is an ongoing recruitment campaign.
- HR Manager – we have also created a new role within the practice to help with communication and the wellbeing of our staff. She will assist with recruitment and retention of staff which will in turn help our patients with accessibility.
- Livi – this is a remote service which we have offered for some years now and can be accessed out of hours to help those who work long hours or who are unable to easily attend the Medical Centre. Due to the success of the app, we have now expanded our Livi services and have daily (Mon-Fri) remote clinics bookable through the Medical Centre. This has given us the equivalent of an additional GP every day to help take the pressure off the system.
- E-Consult – these have been re-enabled and can be accessed via our website. Again, this is an electronic service for routine issues. This frees up our GPs and support team to see more patients face to face or over the telephone including those who do not have access to a computer.
- NHS 111 – this organisation gives advice on where to get help for your symptoms if you are unsure what to do. They also help you to find general health information and advice.
- Pharmacist – local pharmacists can give some medical advice and will recommend over the counter medication for many minor ailments.
- Action Plan for Dispensary – this is ongoing and is looking at all aspects of the department. Most importantly we do not expect anyone to have to queue outside for their medication or wait more than 5 days from ordering for their prescription to be ready. We are looking at ways of managing this and of course in reducing the queues altogether. Staff are working regular Saturdays to keep up to date with dispensing your medication. We will shortly be releasing a patient information sheet to help patients understand the specific challenges we face and how we can all help to improve the situation.
- Action Plan for Reception – This week we have re-initiated an ‘all hands on deck’ approach to answering the calls into the practice. Our busiest times are 8.30am-10.30am, particularly on a Monday. All staff will be available to take calls and administration tasks will be done later in the day. If you are ringing for results or have a routine enquiry, please avoid these busiest times. Staff are also working extra Saturdays to clear administration tasks that were previously done during the working week to ensure phone lines are answered as quickly as possible.
- Delivery Service – this was introduced during the pandemic but we have continued to offer this service to those in most need in the outlying areas. Currently we deliver to over 300 of our most vulnerable patients.
- Daily Sit and Wait Clinic (Mon-Fri) – we have reinstated this clinic in the past few months. The reception team will book you in if necessary – this is not a drop-in clinic. It allows many patients with non-routine issues to be seen face to face and reduces the pressure on the Duty clinics at the end of the day. We have several GPs, Paramedics, a Nurse Practitioner or Minor Illness Nurse involved in this clinic to ensure patients are seen by the most appropriate person. If, as a result of your Sit and Wait appointment, a blood test/ECG is required, this can be done there and then as we have a Health Care Assistant available to avoid you having to make a return visit.
- Duty Team Clinics – these are there to ensure anyone with an urgent medical condition is seen that day. Our reception team will signpost patients to the appropriate clinician.
- Flu and Covid Vaccinations – the practice made the decision to prioritise the roll-out of both vaccines again this year as we know how essential it is for some patients to be able to access the boosters locally. We have currently given 2100 flu and covid vaccines and have clinics up until Christmas to try and cater for as many of our patients as possible.
- EPS (Electronic Prescribing Service) – This has not yet been enabled, our supplier has informed us this will be available shortly. When enabled this will allow all prescriptions to be sent electronically to our local chemists.
- PPG – we have a very supportive Patient Participation Group who are always on hand to pass on information and ask general questions at their regular meetings which are attended by our Practice Manager. Please note however, they cannot ask specific questions regarding individual patients.
- Communication – we are aware that a small number of patients will regularly express their frustration and occasional anger on social media. Unfortunately, often the messages they portray only serve to spread inaccurate information and can often upset or make many of our patients anxious about what is happening within their community, and especially their Medical Centre. We would urge anyone with an issue to follow the correct channels and contact the Medical Centre direct. We can then answer your query and often solve your issue very quickly. We are always very willing to consider constructive ideas that may improve systems and encourage our service users to make contact if they think they can help. (ciosicb.letterslaunceston@nhs.net).
Launceston Medical Centre