We would like to thank all of our patients that have taken the time to complete surveys regarding the practice in the last year. These surveys provide valuable feedback that enables us to continuously improve the service we provide for our patients.
The practice has seen a lot of change in the last year so this feedback is particularly important now as we look to develop and improve the practice. Dr Bolel has taken over following the retirement of Dr Kumar and is now the registered GP for all registered patients. We have taken on a number of new staff. We now have a new practice manager, practice nurse, healthcare assistant and two additional receptionists.
Through the feedback and comments given in the surveys we were able to identify some areas for improvement and have made some changes.
- Improve telephone system and ability to get through on the telephone- We have increased the number of lines coming into the practice and have had our telephone system reconfigured to make it easier to get through. We have also recruited two new reception staff.
- Improve on the day access- We now have a number of appointments that are reserved to book on the day. If these appointments are fully booked and you feel you need to see a GP urgently, please advise our receptionist of this. They will take details of the problem and pass them on to Dr Bolel so that he can assess and advise on what to do next. This may be an appointment or a telephone consultation depending on the nature of the problem.
- Providing late appointments- We already provide late appointments on a Monday night but some of our patients were not aware of this. Our late appointments are available until 7.30pm on Monday evenings and can now be booked online too.
- Provide telephone consultations- We do offer telephone consultations providing it is appropriate, for example where an examination is not required. Speak to reception to request a telephone consultation.
- Increase nursing appointments available- We have recruited a Healthcare Assistant to support our practice nurse. The practice nurse now has late appointments on a Monday too.
- Improve how we manage our long term condition clinics- We now invite patients with a long term condition in for their review on the month of their birthday and carry out a review of all of their conditions which patients have found more convenient. If you are a patient with a long term condition and would like to give feedback about how we can improve the service for you we would like to hear from you.
- Out of hours access- Some of our patients were not aware how to access a GP out of hours. You can access a GP when the surgery is closed by calling the surgery telephone number. You can also get advice and treatment from your local pharmacy for minor problems or call NHS 111 If it is not an immediate emergency. NHS 111 is available 24 hours a day, seven days a week. It can provide medical advice and details of the best local service that can provide care. See our website for more information.
- Improve patient participation- We want to ensure that the service we provide is of a very high standard and most importantly, meets the needs of our patients. The practice did have a patient participation group at one time but it has not met or been approached for feedback in a while. We have approached a number of patients that were involved in the patient participation group in the past and some we thought may be interested to confirm they would like to be involved and we plan to approach the group to get feedback and suggestions about some projects we are working on.
- We have had some very positive feedback regarding the changes in the practice already, particularly about the friendly approachable team and the caring and attentive GP’s. We always like to hear your comments or suggestions and you can give feedback in a number of ways.
- Friends and family test questionnaire- ask at reception or call the surgery to do this on the telephone with our receptionist
- Review our practice online at www.iwantgreatcare.org
- Go to www.nhs.uk and leave a review on the NHS choices website
- Join our patient participation group
- Contact the practice manager, Teresa Graham, on 0191 4772430
Extra Care Appointments
A project to offer extended access to primary care is running across Gateshead. Additional GP and Nurse appointments are available at the following locations:
Blaydon Primary Care Centre (from 7 September 2015)
Monday – Friday 8am – 8pm
Saturday & Sunday 9am – 2pm
Trinity Health Centre (from 28 September 2015)
Monday – Friday 4pm – 8pm
Saturday & Sunday 9am – 2pm
These appointments are available to book through our reception team. Ask our receptionists for more information.
Long Term Condition reviews
We have changed the way we provide reviews for our patients with long term conditions.
If you have been diagnosed with a condition like Diabetes, Chronic Heart Disease, Rheumatoid Arthritis, Hypertension, Asthma or COPD or have a history of a heart related condition, narrower bloods vessels (PAD), previous stroke or mini stroke, or a condition that affects your kidneys (CKD), we will invite you in to have a review on a yearly basis and we will work with you to agree a care plan that will enable you to manage your condition/s in the best possible way. To find out more about care planning
If you have more than one of these conditions you will have them all reviewed in one appointment with the practice nurse. The nurse may invite you in more frequently or refer you on to a GP or to other services if you are having complications of your condition or require additional support.
You will be asked to make an appointment with our Healthcare Assistant one week before you see the practice nurse. The Healthcare Assistant will gather information required and carry out any tests needed, for example bloods, weight and/or BP check so that the practice nurse has all of the information she needs to carry out a thorough review.
The practice nurse will share the results of these tests with you at the review and will work with you to start to think about and plan how you can better manage your condition in future. In future you may
To make it easy for you to remember when you are due your review in future we will invite you in during the month of your birthday.
From the 1 October 2014 booking patient transport service will change
- GP practices will no longer book patient transport services
- ERS medical will take on the role of booking a Patient Transport service for patient requiring non-emergency transport
- To make a transport booking, patients, their family members or their carers will need to dial 0191 3017 687, where they will be taken through the national eligibility criteria by an ERS call handler to ensure there is a medical need for transport
- Once eligibility is confirmed, ERS will book your transport for your journey.
This service will be available for use between the hours of 9.00am – 5.00pm, Monday to Friday (excluding bank holidays).
Your local patient transport service is only for those with a medical need.
An NHS Health Check aims to help you lower your risk of four common but often preventable diseases: heart disease, stroke, diabetes and kidney disease.
It’s a free check up for adults in England aged between 40 and 74 who haven’t already been diagnosed with any of those diseases. Together, these four diseases are the largest cause of death in the UK. They affect more than 4 million people in the UK and are the reason for one-fifth of all hospital admissions.
Everyone is at some risk of developing these four diseases. But by identifying that risk early and taking steps to reduce it, you can improve your chance of maintaining or improving your health as you get older.
The check includes some simple tests and questions about your lifestyle. Call us now to book an appointment.
Do you want to stop smoking? Do you need any help or advice?
- Ask at Reception to book an appointment with Carol, our Healthcare Assistant.
- Call free on 0800 531 6317
- Go online, visit: www.stopsmokingnhs.co.uk
- Find your local stop smoking advisor: Use the search box at the right hand side (of the above webpage) to search for your postcode
- Text smokefree and your postcode to 80800 eg. smokefreeNE345PP
Patient Participation Group
We would like to hear your views on how we can improve services at Second Street Surgery. We are forming a Patient Participation Group to encourage patients to give their views about how the Practice is performing. If you want to improve health and wellbeing services in your local community or to have the opportunity to get involved in the way your practice is run, let us know.
We realise that people are generally very busy and may not have time to come to the surgery for meetings, therefore we would like to form a “virtual group” that can exchange views, participate in practice surveys and with whom we can consult from time to time by e-mail or letter.
If you are interested, please ask for the Patient Participation Group Application form at reception.
DO YOU CARE for someone who cannot manage on their own, because of illness or frailty, or who is suffering from a physical or mental dissability or from substance misuse?
If you provide a significant amount of care directly to that person, without payment, you are a carer! You have access to a whole range of support, from practical help in providing care to personal support in solving problems. We’d like to make contact with all the carers in our Practice, so that we can be sure that they know about the resources available to them.
- Pick up a Carer registration form at reception
- Complete the form and return it to the reception
- We’ll make all the necessary arrangements or you can contact Gateshead Carers direct