HARTLEY CORNER SURGERY
PATIENT PARTICIPATION GROUP
NEWSLETTER No.6 ~ December 2012
Committee Members:
Chairperson: Anne Strong (email: amstrong@sky.com)
Secretary: Karen Toms (Practice Manager - contact through Hartley Corner Surgery)
Hugh Lambert & Gill Lambert (Treasurer) (email: mimi.lambert@ntlworld.com),
Brian Henley (brian.henley1@ntlworld.com), Louise Parratt, Emma Dent, Julia Wedlock.
Penny Funnell & Kimberley Manning (Deputy Practice Manager)
Introduction by Anne Strong:
Thanks to all of you who continue to tell us your views by means of the Patient Feedback
Forms and to those of you who have agreed to become part of the wider group of patients
willing to complete one or two surveys a year on the services provided by the practice. We
are still looking for more people to join our survey panel, everyone is welcome, and
particularly those between 16 -24 years of age and men from any age bracket. We are
hoping to get a really good representation of people across gender, age group and nationality
to enable us to portray the views of the patient population. If you are interested and would
be happy to let us use your email address, please complete the form which you can get at
the surgery or is available via the PPG section of the website. I’d like to assure you that
your email address will be held securely at the practice, and not shared with any external
agency.
Following on from information gathered from patients over the last year we are delighted to
report that the Practice agreed to upgrade their computer system to enable the booking of
routine appointments on line. This service went “live” in October, and will make it easier and
quicker to book your next routine appointment. Forms are available at the reception desk,
you will need to bring in photographic evidence (such as a driving licence) to show as proof
of identity to complete the very simple formalities. There is no change to the normal
procedure for any patient unable to book via the internet and it should make it easier in
time to get through on the telephones as more people use online services. Patients also
asked to be able to request repeat prescriptions on line, and the good news is that this
service should become available during 2013. Both innovations are positive responses to
patient requests, please let us know of any other ideas that you feel would be of benefit.
The Patient Participation Group thought it may be helpful to look at some of the roles that
the staff at Hartley Corner Surgery undertakes – apart from the Doctors, what does
everyone else do? We intend focusing on different roles over the next few newsletters, and
hope you will find this of interest.
A DAY IN THE LIFE OF...….THE RECEPTIONIST - Hilary Kent
Have you ever wondered what one of the Surgery’s Receptionists does
apart from answering the telephone and booking appointments? The
answer is considerably more than just that, so please continue reading.
Hilary, the Senior Receptionist generally starts her working day by arriving
at about 07.45. Although the surgery does not open until 8am, she goes
around the building turning all the computers on, and also the patient selfbooking in touch-screen in the waiting room. She then checks the box for
repeat prescription requests that have been left overnight and also the
specimen collection box.
Following that, she could be on the main reception desk for the next few hours, making appointments
for patients who phone in, or for those patients who have been seen that morning but need to return
again for another appointment. At the same time she will also be answering a large number and
variety of queries, again either by phone or on a face to face basis. These could include new patients
wishing to register, patients moving out of the area, queries about vaccinations, patients ringing for
an urgent appointment on the day, booking transport, getting messages to community staff such as
the District Nurses & Midwives, or taking calls from hospitals and other outside agencies.
After a period on the desk, she will be relieved by a colleague and go through to the office area
behind. There, more of her colleagues are busy with other duties. Every time a patient has been seen
by another health professional for investigations, X-ray or other treatment outside the surgery, a
letter will be sent back to the doctor informing him/her of the outcome. Before it is filed, this
letter will be scanned by reception staff onto the patient’s computerised notes, so it is available for
the GP to read. The doctor is alerted each time this happens so he can remain updated. Reception
staff also use computerised access to the hospital’s Path Lab Results link, to enable them to transfer
patient blood and other results directly into their GP’s mail box, which is much quicker than waiting
for the forms to be sent back. The repeat prescription forms are collected several times a day by a
receptionist, she prints out the drugs requested and the prescriptions then go into individual GP’s
mail basket for signing. There are a large number of repeat prescription requests each day, so please
ensure you obtain your prescription in plenty of time, especially before busy periods and surgery
closures over Christmas and other Public Holidays.
Every month the receptions staff send out letters with the appropriate information to those
patients who are asked to make appointments for annual health checks (those with long term health
conditions) and Smear tests – they also send reminders out to those patients who have not responded
to the first request. Other jobs for the Reception staff involve filing and storage of the paper
version of patient records, and ensuring that all the forms necessary for the functioning of the
practice are ordered.
As well as making appointments for patients to see their GP on a planned basis, reception staff also
make appointments for those needing to be seen urgently on the day, either by a doctor or the
Triage Nurse. (Please remember that by asking questions about the need for an urgent appointment,
the receptionist is trying to make sure that the patient will be seen by the right person. As well as
making routine appointments for the doctors, the Practice Nurses and the Triage Nurse, they also
book the Diabetic and Asthma Clinics, two Minor Ops sessions a week, and also arrange the 24hour
Blood Pressure Monitoring list. It is now possible for patients to book their own routine appointment
with a doctor on line – to do this patients have to bring a completed sign up form to the surgery,
along with photographic evidence of identity, and the receptionist will give you the pin number to
complete the process at home.
I hope this gives you a brief glimpse into the daily routine of the Reception staff; they do so much
more than you see on a short visit to the surgery.
Anne
PATIENT FEEDBACK FORMS
Since our last newsletter, we have received the following feedback via our online feedback forms
in the Patient Participation Sections of the surgery website www.hartleycorner.co.uk;
October 2012: Praise from a website user:
“I am just writing to give you and your staff some positive feedback from my recent visit to the Doctor. The
check in process is fast and effective. The waiting time is accurate and I was seen on time. Dr Webber was
great too…he was extremely thorough, asked lots of questions and was really polite and courteous. I work in an
area of the Oil and Gas Industry that focuses on Culture, Leadership and Behaviour. I therefore know the
importance of giving positive feedback when a good job/service is carried out. Often not always given, so I
wanted to buck the trend and give positive feedback where deserved.”
September 2012: Praise from a website user:
“My daughter had an appointment with Dr Hasan and after waiting half an hour, I was rather annoyed. After
leaving Dr Hasan’s consulting room I wanted you know that I was nothing but impressed and no longer annoyed
at the wait, that’s how good a doctor I feel she is. She showed great concern….this is the second time we have
seen Dr Hasan and on both occasions I have been very impressed at her high standards and caring attitude.
Please pass on our thanks to her.”
HOT TOPIC 2012 - KEEPING WARM FOR WINTER
Keeping Warm – Tips from www.nhs.uk/livewell/winterhealth/keepwarmkeepwell
With the cold weather approaching it is important to learn how to keep warm and safe in the
cold. Keeping warm both inside and outside your home in the winter can help keep you mentally
and physically healthier during the cold months. It can reduce the risk of colds, flu or more
serious health problems that are more common in the colder months such as chest infections,
heart attacks and stroke, pneumonia and depression.
Here are some simple tips on keeping warm this winter:
• Eat well. Food is a vital source of energy, which helps to keep your body warm. Try to make
sure that you have hot meals and drinks regularly throughout the day.
•Moving around at least once an hour even if the movement is minimal will help to keep the body
warmer.
• Wearing several thin layers of clothing will keep you warmer than wearing one or two heavy
layers. Wearing lots of thin layers will allow you to continue moving freely
whereas heavy layers can make this more difficult.
• When you go out don’t forget to wear gloves, scarf and a hat as well as
your coat to keep you warm
• If you can, stay indoors during periods of extreme cold weather to keep
warm and safe, keeping the house warm does not mean having to heat every
room. The ideal temperature is between 18-21 degrees Celsius for rooms
that are going to be inhabited during colder months. Other rooms should be
kept at a minimum temperature of 16 degrees Celsius.
• Check on older neighbours or relatives to make sure they're safe and well. Make sure they're
warm enough, especially at night, and have stocks of food and medicines so they don't need to
go out during very cold weather.
PATIENT FUND PURCHASES
We have had more kind and generous donations from patients to the fund – for which people are
personally thanked by the practice. Without such generosity, items for the benefit of all patients
could not be purchased on a regular basis. The fund is overseen by the PPG and purchases
agreed with the Practice Team.
The following items have recently been purchased;


2 High Backed Chairs for the waiting room – for the benefit of more frail or elderly
patients, these chairs have high backs and arms to assist getting in and out of the chair.
These are situated right by the check-in screen.
Magnifying Illuminated Light – this was purchased for the use of Doctors and Nurses in
the Treatment Rooms when performing minor ops or stitch removal as it allows far
greater visibility and magnification.
FLU REMINDER
We are now approaching the end of the Flu Vaccination Season which has been running since
late September 2012. If you are aged Over 65 or under 65 and in an ‘at
risk’ group (Diabetes, Asthmatic, COPD, Chronic Heart Disease,
Immunosuppression, Chronic Kidney Disease etc.) and have not already
booked your vaccination – please ring and do so before our supplies
finally run out.
If you do not want the vaccination at all this year – please
telephone the practice and let them know you are declining it so
that they can note this in your records and will not waste time
trying to contact you. Many thanks.
TOMATO, LENTIL AND BACON SOUP
Freezer friendly
Ready in 35-40 minutes
Serves 4
198g/7oz lean bacon rashers cut into bite sized pieces
1 onion, peeled and finely chopped
2 garlic cloves, peeled and crushed
1 tsp finely grated ginger
2 celery sticks, chopped
1 large potato, peeled and cut into 1cm/half inch dice
1 large carrot, peeled and cut into 1cm/half inch dice
908ml/32fl oz boiling hot water or vegetable stock
1 tbsp mild curry powder
127g/4 and a half oz dried red lentils
6 tomatoes, chopped
2-3 tbsp finely chopped coriander
Freshly ground black pepper
1.
Place a large non-stick saucepan over a high heat. Add the bacon and stir fry for 3-4 minutes.
2.
Add the onion, garlic, ginger, celery, potato and carrot, and stir fry for 1-2 minutes
3.
Add the remaining ingredients (except the coriander and black pepper), and bring to the boil.
4.
Cover and simmer gently for 15-20 minutes, (or until the lentils are cooked and softened), stirring
occasionally.
5.
Stir in the chopped coriander, season to taste, and serve immediately.
Recipe Courtesy of Slimming World