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As 2019 draws to a close we thought we’d summarise the changes that this year has brought us and thank you all for bearing with us whilst we settled into our newly merged partnership.
The phone system we bought has, without doubt, been appalling and caused patients, staff and clinicians from other organisations much angst. We’ve used that phone provider successfully before and so expected this new system to work as effectively as the previous one – how wrong could we be? We also quickly realised we needed to recruit more receptionists to deal with the high call volumes – in 12 months answered 159,780 telephone calls and made 154,813 of which 131,974 were answered! It has taken us quite a while to go through due process to get out of a 3-year contract with our current phone provider without incurring a huge fine. However, we are now there and an order has been placed for a new system that is tried and tested with large numbers queuing, a varying number of staff logging in and out of receiving calls, and in a GP environment. We are working with the new provider to get this system installed as soon as possible and with a target date of mid-January 2020. Nevertheless, we are deeply sorry for frustration caused by the length of time that you waited to have your call answered or about the lack of appointments.
With regard to the lack of appointments, demand continues to outstrip our capacity. We are relaunching our website – streamlined and simple to use, with the main focus on encouraging patients to make appointments and order medication using the NHS App and to ask their GP questions, get self-help and order sick notes via E-Consult. Due to legal action against us regarding our name, we are changing our name to Camrose, Gillies & Hackwood Partnership (CGH Partnership for short) deliberately keeping the same logo and colours for ease of recognition.
We have invested heavily in training staff this year, building on investment of previous years. Our Duty Team has just completed 12 months working as a team in the Duty Hub. Nurse Practitioners and Advanced Nurse Practitioners are being supported in their professional development – one to be able to prescribe, and a further two are studying their Masters Level Advanced Nursing Practice. One of the Clinical Managers of the Duty Hub has completed her Evidencing Advance Practice Level 7 and next year we hope that a further Nurse Practitioner will start her prescribing course.
Our nursing team has had a busy year – one of our Healthcare Assistants has commenced her Registered Nurse degree apprenticeship. This month, Diabetic group consultations started and next month we start our leg club based at St Andrew’s Church Centre. Ongoing training for this team takes place throughout the year, making sure updates are completed and new learning facilitated, including taking part in consultant-led Diabetes clinics. The team also held a team building event which was facilitated by Helene Irvine, LMC Practice Nurse Advisor, that helped to bring together a team that is spread across different sites, this was particularly praised by our CQC inspectors. This year has seen the introduction of nursing hubs across the sites – diabetes, respiratory, phlebotomy and women’s health as well as having Student Nurses train with us. We have 2 new nurses joining us early in 2020 – both of whom have places on the Practice Nurse conversion course when they join.
This year we have or are saying goodbye to two of our GPs – Kayo Oshiga and Nicky Rose. We have also said goodbye to our Senior Partner, Amanda Britton and will be saying goodbye to Sue Bowen and Caroline Sykes who retire at the end of January 2020. We have also said hello to three GPs, Katrina Webster, Jenni Stobbart and Natalie Eaden who have joined our team.
Our doctors have been busy; Ros Jones and Sam Scammell have worked hard to get us accredited as a Veteran Friendly Practice. Sam has also set up a CPD (training and learning) group for Doctors within the Practice. Victoria Freire has continued her link role with the Gynaecology team at HHFT and has done a great job getting a community gynae clinic set up within the Practice. Sam Johnson and Jo Furness also continue their link roles in neurology and diabetes respectively. Lynne Heathorn and Amanda Britton have been instrumental in establishing the Consultant Led quarterly MDT meetings on top of the three internal MDT meetings we hold each month.
We continue to develop our Partners with James Dixon completing the 2020 Leadership Course and taking on the PCN Clinical Director Role. Anna Reed has taken on the role of Clinical Champion for our PCN, run the Triple E GP program at the Practice, has become an LMC Representative taking issues which affect practices in the North Hampshire CCG Patch to regional meetings, and is also taking part in the next 2020 Leadership Course in 2020! Caroline O’Keeffe has started her training to be a GP Trainer and will be completing this around April 2020, and has also developed our relationship with the paediatric team from HHFT enabling the community paediatric clinics to be a fantastic success. Rob Walker has trained to teach medical students and Angus Carnegy has completed his Experienced Trainers course. We have had some fantastic trainees rotate through our Partnership this year and they have all said how welcoming and supportive we have been.
Our Administration Team has received support and training from Nick Western to try to standardise coding and effectively manage the number of documents being sent to GPs to help the GPs manage their administrative duties. The team has also had training to learn how to summarise patient notes and how to take meeting minutes.
Our Reception team can offer patients real choice in accessing NHS services, which is a key target of the NHS. By shortening the embargoes on our appointments, we are trying to be better placed to offer the choice of an appointment with their own GP (where there may be a wait) or with another non-list GP sooner, or through Improved Access appointments in the evening, on Saturday morning and on Sunday at the local hospital. Patients are being directed to use the NHS App or E-Consult to book an appointment, request medications or a sick note, or seek advice. Shortly these two initiatives will be fully interactive with each other so functionality will be even better and easier for our patients to access services leaving lines clear for the elderly, vulnerable and patients without access to the internet. We have recruited 13 new receptionists this year and the team is receiving Call Handling and Communication training and we will repeat the care navigator training to make sure senior receptionists are able to advise and guide the team appropriately. Coming up we have applied for funding from our PCN development monies for 3 places for leadership training in 2020 which we will be looking to use to develop our senior receptionists (we have further places in the following year).
In the last month we have recruited a Community Connector (also called a social prescriber) called Libby Archer and we have Emma Hayhoe from Andover Mind spending 2 mornings each week in our practice providing another option for us to us in supporting our patients. We are also extending this care to our patients who have or are at risk of developing a leg ulcer by launching our leg club in January. This drop in service will be based at St Andrew’s Church Centre on a Friday morning and will provide care and social contact for some of our most isolated patients. Libby will join this club so that she can identify any particularly isolated and vulnerable patients and support them back to better health.
That’s all for now, thank you again for bearing with us through all of the changes. All that is left to say is that we hope that you have a Merry Christmas and a Happy New Year!
Jane May, Senior Practice Manager of behalf of everyone at Camrose, Gillies and Hackwood Partnership