Patient Letter to be posted to each Household
Following our recent merger I wanted to take the opportunity to write to you all and give you an update on the progress of the merger, our staff changes and our service redesign moving forwards.
This is a very exciting time for Manor and Park and I hope that this letter gives you the information that you need to reassure you that the Merger is a positive step for both patients and staff.
Firstly I’d like to update you on the recent staff changes.
Dr Thorpe made the decision to retire whilst we were going through the merger process. He left us on 1.5.18 and we wish him a long and happy retirement.
Dr Greenwood unfortunately had to leave us sooner than we had anticipated due to ill health. She left us in mid-May, she tried her best to continue in her role but found that her health was suffering due to the responsibility of her job as a GP.
The GP Partners covering both sites are now.
Dr Rebecca Addison, she works on Monday, Wednesday and Thursday.
Dr Tim Mothersdale, he works on Monday, Tuesday, Wednesday and Friday.
Our Salaried GP’s are:
Dr Khan will continue to be based at Park site and will work all day Monday, Tuesday and Wednesday
Dr Richard Chilton is based at Manor site and works on Tuesday.
Dr Amy Hale is currently on maternity leave and is due back to work in February 2019.
Dr Alison Shea will be based at Park site and works Monday, Tuesday and Wednesday. She will be with us until February 2019, she is covering Dr Hale’s maternity leave.
Dr Mark Walker will be based at Park site and will work Monday and Tuesday, he will be with us until the end of August 2018.
Dr Anjali Patel will be based at both sites; she is a locum GP who is helping to cover our GP’s summer holidays throughout August and September.
Dr Kimberly Paul is joining us permanently in August. Her shift patterns are yet to be confirmed.
Dr Tom O’Brien is joining us permanently in August. His shift patterns have yet to be confirmed.
Chloe Hawkes will continue to work on Monday, Wednesday and Friday of each week at the Park site.
Deborah Conlon has recently changed her shift pattern; she will now work on Tuesday, Wednesday and Thursday at Manor site.
Jan Taylor will continue to work on Monday, Tuesday and Wednesday at Manor site.
Michelle Green will work Wednesday at Park site and Thursday at Manor site
Stella Noonan will work Monday, Tuesday, Thursday and Friday at Manor site and Wednesday at Park site
Jo Beeley will continue to work Monday, Tuesday, Wednesday and Friday at Park site.
We have a new nurse joining the team on 02/07/18. Her name is Gail; she will work Monday, Tuesday and Thursday at Park site and Friday at Manor site.
Advanced Nurse Practitioners
Advanced nurse practitioners are highly experienced and educated members of the care team who are able to diagnose and treat your healthcare needs or refer you to an appropriate specialist if needed.
Katrina Ferron will continue to work on Monday, Tuesday, Wednesday, Thursday and Friday at Park site.
Anne Havard will continue to work Monday, Tuesday and Wednesday at Manor site
Physician associates are medically trained, generalist healthcare professionals, who work alongside doctors and provide medical care as an integral part of the Surgery team.
Samantha Vickers will continue to work every day at Manor site
Tom Camwell will join Park team permanently in July, he will work everyday.
Clinical pharmacists are health professionals who train for many years to become specialists in medicines. They can work directly with you as part of the team to make sure your medicines help you to get better and stay well. Having a clinical pharmacist in the GP team means you can be treated by the best person to meet your needs.
Alastair Burgess will work on Monday at Manor site and Wednesday at Park site.
Other Surgery Staff
Midwives will still run clinics from both Manor and Park sites.
Mental Health (IAPT and CBT) will still run clinics from both Manor and Park sites
Occupational Health clinics will now run from both Manor and Park sites.
Community Support Worker (Kelsey Booth) will work from both Manor and Park sites.
We have the same district and community nurse teams across both Manor and Park sites.
The admin staff will continue to work across both sites to support patients and clinical staff. The phone lines are being merged together to enable us to have a dedicated switchboard team that will man the phones from 08.00 -12.00 every morning and from 14.00 -18.00 every afternoon. The switchboard team will be permanently based at the Park site because it has the space to accommodate the new structure. This will mean that there will now only be one number for both sites.
Change of phone Number for Manor Park Patients Only
The current Manor Park number (0114 2398602) will be switched off on Sunday 15th July 2018 and the current Park number 0114 2727768 will be the main number for both sites. This will take effect at 08.00 on Monday 16th July 2018.
Manor Park Patients please ensure that you amend the Surgery number after 6pm on Friday 13th July 2018.
The Process for Ordering Medication
All requests for repeat medication should now be made through the designated NHS Sheffield Prescription Order Line. The number for this service is 0114 3723000. You can access this service from 09.00 -15.00 Monday – Friday.
Requests for medication take up to 72 hours to process so please ensure that you order medication in a timely manner to avoid you running out as the Reception teams no longer have the authority to order last minute prescriptions.
You can also request your medication online securely if you have access to the internet. To find out more about this service please contact the Reception team at either the Park site or the Manor Park site.
Appointments and Clinics
Manor Park has had a drop in clinic for 2 years now, this system works extremely well for people that are acutely unwell and need to see a clinician on the same day. We will be adopting this system at Park site as of Monday 16th July 2018. This is a triaged system whereby if you need to see a clinician you must attend either the Park site or the Manor Park site between 08.15am and 09.30am. You will then asked to give details of you symptoms so that you can be seen by the most appropriate clinician. The Reception team have spent many months training in the skills of Triage. They will ask you questions based upon your symptoms and use the template compiled and ratified by the GP’s to book you to be assessed and treated by the most appropriate clinician. Please note that THIS IS NOT ALWAYS A GP.
From Monday 16th July 2018 no appointments for morning surgery will be taken over the phone. If you need to see a clinician please attend either of the Surgery’s where you will be seen in order of attendance. The drop in clinic closes at 9.30am, if you arrive after this time you will not be seen, you will be offered the next available appointment or asked to attend the drop in clinic on the following day.
Afternoon GP clinics
These appointments will be available for patients to book into for ongoing care, for example if a GP asks you to see them again in 2, 3,4 weeks’ time then these are the clinics that are available for this service. The Reception team can book into these clinics up to 4 weeks in advance. We do not allow you to book further than 4 weeks with a GP because statistics show that Patients tend to forget that they have appointments booked so the appointments are then wasted.
Patients over the age of 65 are also welcome to ask for afternoon appointments as we know that this age group struggle to attend the drop in clinics early in the morning.
Patients that work shifts
From the 16th July 2018 we will offer clinics for patients who work shifts or struggle to attend surgery between the hours of 8am – 5.30pm Monday to Friday for work reasons. These clinics are usually run on:
Saturday mornings (08.30– 11am)
Thursday mornings (06.45 – 07.45)
If you would like to book into one of these clinics please inform the receptionist when you call the surgery to make an appointment, they are booked on a first come, first served basis therefore the waiting times for these clinics may be longer than an appointment within our normal working hours.
Normal afternoon clinics run from 2pm to 5.45pm, working patients can request to see a GP within these times Monday through to Friday, again these appointments are available up to 4 weeks in advance.
Always inform the reception team that you are a worker and would prefer an afternoon appointment. This will assist them to offer you a more convenient appointment whenever possible.
Home Visit requests
Home visits are only available to patients who are on our housebound register or who are terminally ill.
We do not visit able bodied patients or children at home, we will always request that they attend clinic. We can offer a secluded room for patients who are ill (i.e vomiting or contagious) or distressed patients to wait in until the clinician can see them.
If you require a home visit, we request that you call the surgery before 10.30am. The receptionist will need to take details from you as to the reason for the request. The GP will then call you back to discuss your symptoms over the phone. Please note that the GP will then only visit you at home if they consider it to be clinically necessary; if they do not visit you at home we will offer you an appointment to attend the Surgery.
All requests for home visits after 10.30am will only be actioned if they are considered to be clinically urgent.
The Practice takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent way. The Practice supports the government's 'Zero Tolerance' campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services, a mutual respect between all the staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.
The team understands that patients who are ill do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.
In order for the practice to maintain good relations with all of our patients, the practice would like to ask all patients to read and take note of the occasional types of behaviour that would be found unacceptable:
- Using bad language or swearing at practice staff
- Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving
- Verbal abuse towards the staff in any form including verbally insulting the staff
- Racial abuse and sexual harassment will not be tolerated within this practice
- Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
- Causing damage/stealing from the Practice's premises, staff or patients
- Obtaining drugs and/or medical services fraudulently
- We ask that you to treat all of our staff courteously at all times please.
Removal from the practice list
A good patient-doctor relationship is based on mutual respect and trust. This is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the practice, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.
Removing other members of the household
In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.
Patient Participation Group
The Practice strives to provide excellent healthcare. We welcome constructive feedback and suggestions to help shape our services to serve the needs of all of our patients. Our Patient Participation Group (PPG) meets at the practice quarterly to provide a forum for discussion about the practice.
If you are a patient registered at the practice, with a positive contribution to make, please join the group. Any patient aged 16 or over, can apply or be invited to become a member of the Group. We welcome applicants from all walks of life with the aim that the group will consist of a representative cross-section of our patients.
The aim of Manor and Park PPG is to work with as many different patients as possible and to make sure that the group is as fair representation of our entire patient population as possible. To join the PPG please ask the reception team for further information or ask to speak to our PPG coordinators Laura Marples or Melanie Hawley.
Finally I would like to offer all patients the opportunity to meet with me to enable you to discuss any queries you may have about the services that we are going to be providing moving forwards.
The open meeting dates are as follows:
Tuesday 3rd July 2018, from 10.30am -12.00, at Park Health Centre, 190, Duke St, S2 5QQ
Monday 9th July, from 4pm - 5.30pm, at Manor Park, 204, Harborough Ave, S2 1QU
Friday 13th July, from 3.30pm - 5pm, at Park Health Centre, 190 Duke St, S2 5QQ.
Please feel free to drop into the surgery at any of the times above to speak to me in person about the merger or the services that we offer as outlined within this letter.
I hope that this letter provides you with enough information to reassure you that we are coming together as one Surgery to enable the best possible treatment and care for all Patients. The merger also secures our staffs jobs and allows us to recruit more clinical and admin staff to be able to care for you all in a safe and professional manner.
We look forward to continuing to provide you with the best possible care.
Mrs Clare Normington,
We are merging with Park Health Centre in June 2018, All households have now been informed.
We want to reassure you all that we ARE NOT CLOSING DOWN, we will be offering full services from both sites.
The reason for the merger is that we want to continue to offer all of our patients good quality, sustainable health care, which is close to your home. Merging with Park Health Centre will allow us to do this. For more information please speak to our Managing Partner Clare Normington
Join Our Patient Group
We would like to know how we can improve our service to you and how you perceive our surgery and staff. Read more HERE
GP Earnings Notice:
All GP practices are required to declare the mean earnings (e.g. average pay) for GP's working to deliver NHS services to patients at each practice. The average pay for GP's working in Manor Park Medical Centre in the last financial year was £67,871 before tax and National Insurance. This is for 2 full time GP's who worked in the practice for more than six months.
Practice Privacy Notice for Patients
What is a Privacy Notice?
A Privacy Notice (or ‘Fair Processing Notice’) is an explanation of what information the Practice collects on patients, and how it is used. Being transparent and providing clear information to patients about how a Practice uses their personal data is an essential requirement of the Data Protection Act 1998 (DPA)
- Under the DPA, the first principle is to process personal data in a fair and lawful manner, and applies to everything that is done with patient’s personal information. In practice, this means that the Practice must;
- have legitimate reasons for the use or collection of personal data
- not use the data in a way that may cause adverse effects on the individuals (e.g. improper sharing of their information with 3rd parties)
- be transparent about how you the data will be used, and give appropriate privacy notices when collecting their personal data
- handle personal data only as reasonably expected to do so
- make no unlawful use of the collected data
Personal data must be processed in a fair manner – the DPA says that information should be treated as being obtained fairly if it is provided by a person who is legally authorised or required to provide it. Fair Processing means that the Practice has to be clear and open with people about how their information is used.
Providing a ‘Privacy Notice’ is a way of stating the Practice’s commitment to being transparent and is a part of fair processing, however you also need to consider the effects of processing on the individuals and patients concerned;
- What information are we collecting?
- Who collects the data?
- How is it collected?
- Why do we collect it?
- How will we use the data?
- Who will we share it with?
- What is the effect on the individuals?
- If we use it as intended, will it cause individuals to object or complain?