What is e-Consult
Is an on-line consultation tool which allows patients to consult with their GP by completing simple online forms that are received by the practice and then reviewed by the GPs. It can also direct patients to self-help, pharmacy advice and local self-referral services. Using e-Consult a patient can complete the forms at their own convenience, taking time to express themselves in a way that they can't always do in the context of a phone call with a receptionist or a ten minute consultation with the GP.
It also allows the practice to take a more considered approach to understanding exactly what it is that the patient needs. Whilst e-Consult isn’t for every patient nor every set of circumstances, we want to work with our patients to get the maximum uptake possible for this new service and help make the most of our precious clinical resource.
Clinicians can use it to enable a patient to easily provide feedback on a course of treatment rather than always bringing them back in for an appointment.
e-Consult is available 24 hours a day and we commit to respond to e-Consults by the end of the next working day.
The Benefits for Patients.
Save time. You may not need a trip to the surgery and your query may be resolved with a phone call or an electronic message
Continuity of care from your own GP practice – with the convenience of online access
Medical advice 24/7 – check your symptoms and receive on the spot medical advice and treatment guidance thanks to NHS Choices content
A response by the end of the next working day or sooner
Access wherever and whenever you want from any device, and complete at a pace that suits you
Request sick notes, repeat prescriptions and test results without the need for an appointment.
On-Line Appointment booking
E-Consult becomes the mainstay of our on-line GP appointment allocation system from July 16th. Remember though that you will be able to use the existing on-line services such as Patient Access to book some appointments. This will save you time and effort and appointments can be booked via the system even when the surgery is closed.
One of the greatest challenges we face every day is trying to meet the demand for GP appointments with the resources we have available. On many days we are simply full and have no clinical capacity left. In order to maintain a safe service which enables patients to be seen in the practice when it is appropriate, we are having to introduce new
ways of understanding our patients’ clinical needs.
Our Receptionists may ask you about the reason why you are calling for an appointment
They are vastly experienced in what they do and they can often signpost you to other clinicians in the team or to appropriate services outside the practice.
Please try to be comfortable in providing this information to us as it will benefit you to do so and it will also enable us to make our limited resources stretch further.
Sometimes, the receptionist will need to ask our on-call GP to clinically triage your request to be seen on the day.
This is vitally important for you so please be patient.
The GP could be seeing another patient and won’t be able to respond immediately. If it’s more convenient for us to call you back with a response, then tell us.
The experience of practices like Chapel lane that has already soft deployed e-consult is that patients are often more open and candid about explaining their symptoms on the on-line forms than they are in person. So please consider e-consult as an option.
Not only does it enable you to escape the queues but it also gives you the opportunity to express yourself more effectively at your own pace at a time that is convenient for you.
Primary Care Networks
As part of the NHS Long Term plan, a new 5 year contract has been put in place for GPs which will mean that GP surgeries join Primary Care Networks.
This means that practices are forming agreements to work with neighbouring practices in groups of approximately 30-50000 registered patients.
For Hightown and Chapel lane surgery this has meant joining forces with our colleagues at the Hollies and Formby Village surgery making a
new Formby Care Network (PCN) serving 27000 patients.
Although each practice will retain its own identity and patient list PCNs and July 1st herald the beginning of a long journey. In time this will bring about more collaborative working and place each PCN at the heart of an integrated care system. This will incorporate hospitals, community providers , social care organisations, voluntary and faith groups and other primary care providers such as pharmacists and dentists.
Most observers regard this as one of the most significant changes to the way general practice is organised since the creation of the NHS. Our surgeries are both committed to be at the forefront of how this develops in our community.
There are many aspects to primary care networks just a few are listed below
- Empower and support General practice-member practices and not Primary Care Networks will make a difference to patient care.
- Networks have to ensure their member practices get what they need to deliver change locally
- Identify and engage with all the key local leaders of organisations the Primary Care Network will need to do business with (including the LMC)
- Invest time in building relationships with them and make sure we maintain a strong local voice for general practice
- Influence and be prepared for tough discussions and maintain a real clarity of purpose
PCNs as part of the long term plan will hold seats on integrated care system boards as the means of providing full engagement with primary care.
Primary Care Networks need to agree a clear strategy with their practices. It will probably be something like this
- A strong and vibrant general practice with the registered list as the foundation of local healthcare delivery
- Service delivery tailored to the specific needs of the Primary Care Network population
- Integrated primary and community care teams at the Primary Care Network level
- The removal of barriers between primary and secondary care, between health and social care, and between physical and mental health
- A greater focus on health and prevention
- Workforce and risk mitigation
The start of this journey (and where we are today) is joint working between practices, but very quickly this will evolve into joint working between that group of practices and the rest of the local health and social care economy. This is the network agreement practices have signed up to, and these are the changes that are on their way.
Drop in blood service from 1/4/2019 will be on Tuesdays only at the Practice
7 day GP Access - now available in Southport & Formby and South Sefton (hightown patients)
Posted on 4 Oct 2018
7 Day Extended Access Service for Hightown patients
South Sefton Primary Healthcare is providing routine general practice appointments for any person registered with a GP practice in South Sefton.
The service is provided at:
Litherland Town Hall, Hatton Hill Road, Litherland, L21 9JN
Weekday evenings: 5pm-8pm
Saturday, Sunday & Bank Holidays: 10am-1pm
Please ring the Practice if you require an appointment with a GP, Advanced Nurse Practitioner or Practice Nurse between these times.
Please note that this is not an urgent care service or drop-in-centre. All appointments must be pre-booked through your own GP Practice.
A GUIDE TO CARE SIGNPOSTING AND OUR APPOINTMENT SYSTEM
Chapel Lane Surgery
Following feedback from the National GP Survey and consultation with our patient participation group from 10th September 2018 we are changing the way patients access services at the surgery by introducing Care Signposting.
Care signposting what does it mean for patients?
Care signposting is a person centred approach to advise and guide patients to sources of help and advice, which are most relevant to their need as smoothly and quickly as possible. It is not intended to make a diagnosis or plan treatment.
When you next call the surgery for an appointment with a Health care professional or are perhaps seeking advice, one of our trained Receptionists will ask you for a brief description of your problem or ask you some questions about your request. This allows us to ensure that you are directed to the most appropriate person and in a way that is appropriate to the urgency of your request.
Signposting may direct you to Self-Care or Care at the Chemist or to one of our Primary Healthcare Team of Doctors Advanced nurse practitioners Nurses, Pharmacist and Health Care assistants.
All information including the telephone call is of course confidential. Our Clinical Care Co-ordinator supports all frontline staff who Signpost.
Reviews and non-urgent appointments will be allocated appointment slots as availability permits. We will continue to offer telephone consultations where appropriate.
We are confident these changes will help you access services in a more timely and effective manner and at the same time help us better manage ever increasing pressures on primary care services.
Our home visit policy follows RCGP guidelines. Home visits are reserved for patients who are genuinely housebound including patients in Residential and Nursing homes. All requests will be assessed by phone by our Duty GP. More information can be found on our website.
We welcome any feedback to ensure that we provide services to patients as efficiently and effectively as we can. Please use the suggestion box in reception or you can feed back online at
FLU IMMUNISATION CLINICS
IMPORTANT INFORMATION FOR PATIENTS
The flu immunisation season is here once again, and this year it’s a bit different. The Joint Committee on Vaccines and Immunisations (JCVI) has recommended to the Government that people who are over 65 years of age have a different vaccination to those who are under 65 years of age. This is because there is strong evidence that this new vaccine is more effective amongst the elderly population.
The new vaccine is only manufactured by one company in the UK, so in order to meet demand, we are receiving our deliveries in three phases over September and October.
We are also receiving three deliveries of the vaccine for the under 65s over the same period, but on different dates, which makes the delivery of the vaccination programme slightly more complicated than usual and means that we’ve had to make some changes to the adult programme.
There will be enough vaccine for everyone who needs to have one, but it means that our programme will go on longer into the autumn than usual. However, everyone will have the opportunity to be vaccinated before the flu season starts, which is usually from December onwards.
All adult patients who are eligible for a free flu vaccination have been sent a card in the post with information about the flu programme. Please bring this card with you when you come for your vaccination, as it will help us greatly and save time.
As you’ll see from the cards you’ve received, we are holding two walk-in sessions (as well as bookable appointments), but this year at the practice rather than the Gild Hall. This is to make it easier to ensure that each person receives the right vaccination for their age.
The walk-in sessions are also shorter than usual as we aren’t receiving all our vaccines at the same time, as we would usually, meaning that we will have limited availability at each of these sessions.
Please don’t worry about this; we have enough vaccine being delivered across the period before the flu season starts so you will be able to have your vaccination.
We would like to thank you for supporting the practice by having your vaccination here.
CHAPEL LANE SURGERY/HIGHTOWN VILLAGE SURGERY
NOTIFICATION OF FLU CLINICS
We will be holding flu vaccination drop-in clinics at Chapel Lane Surgery on:
Saturday 29th September from 9.00am to 1.00pm
Saturday 20th October from 9.00am to 1.00pm
From Monday 1st October bookable appointments will also be available on a daily basis. If you are attending a long-term condition clinic you will be offered a vaccination at that time
If you receive this notification after the first of the drop-in clinics, this is due to the fact that our deliveries are being staggered and we have therefore not sent out all invitations out at the same time.
Please ensure you bring this card with you when you attend
THANK YOU FOR SUPPORTING THE PRACTICE BY ATTENDING HERE FOR YOUR FLU VACCINATION; YOUR ATTENDANCE BRINGS IN VALUABLE INCOME THAT HELPS TO ENSURE THE ONGOING VIABILITY OF YOUR SURGERY
Care at the chemist
is the quickest and easiest way to get advice and treatment from a health professional for a wide range of everyday illnesses and ailments – without even setting foot in your doctor’s surgery.
So, if you have a common or minor health problem, Care at the Chemist is for you. You don’t need an appointment and you’ll find a chemist close to home, with many open early until late.
Medicines are free for anyone who does not pay for their prescriptions – all you need is proof of exemption.
Those who do pay will be charged the current prescription charge. If the medicine costs less to buy over the counter than the prescription charge, you will pay the lower rate. For more information, simply pop into your one of the pharmacies listed below and ask about joining Care at the Chemist.
Formby Health Rooms
Primary Health Care Plus Ltd
83 Liverpool Road
Surgeries are under pressure with increased demand for appointments and more work being moved from hospitals to GPs.
We look at some examples of unrealistic patient expectations and suggest what is achievable…..
I have run out of my repeat medication—the surgery will be able to get my prescription done today.
48hrs (2 working days) needs to be allowed between putting in a request and expecting the prescription. This is for patients’ own
safety as clinical medication reviews are necessary at the time of issuing.
No matter what the medical problem is, surely its better to see the GP as soon as possible
Most coughs last up to 3 weeks and need no treatment from the GP. For most sore throats, they can last up to 10 days. Sinus infections up to 18 days.
It is ‘better’ to see the GP for all problems Chemists are better for problems like cough/sore throat/diarrhoea/thrush/mouth ulcers etc.
Please see care at the chemist details on the next page of this
I have a list of problems and plan to mention them all to the GP, at the appointment
10 minutes is all there is in the consultation—realistically only enough for 1 problem. Please bare with us if we are not running to time.
The GP will be able to ring me today about a certain issue
GPs are under unbelievable pressure, and no longer have the time to make the phone calls they would like to. For all queries a
Message can be given to the GP through the receptionist who will also respond to your query in a timely manner.
My child isn't well and I can’t get to the surgery—can the GP call out?
House calls are for those who are truly housebound. We can see 3-4 patients in surgery in the time it takes to do 1 house call
I can get a GP appointment at short notice, whenever I want for anything.
Emergency appointments are available for severe, serious and recent onset conditions/exacerbations only.
Privacy notice Fair processing and how we use your medical records
Thus has been updated for 2019 to reflect GDPR requirements
Privacy notice CLS 2019
Also see below a document explaining all about patient access to detailed records online
Accessing detailed information online patient and practice guidance
To ensure compliance with the General Data Protection Regulation (GDPR) we must ensure that information is provided to patients about how their personal data is processed in a manner which is:
- Concise, transparent, intelligible, and easily accessible
- Written in clear and plain language, particularly if addressed to a child; and
- Free of charge
The GDPR replaces the Data Protection Directive 95/46/EC and is designed to harmonise data privacy laws across Europe.
To protect and empower all EU citizens’ data privacy and to reshape the way in which organisations across the region approach data privacy.
The GDPR came into effect 25th May 2018
Important Information for Patients
- This practice handles medical records in-line with laws on data protection and confidentiality
- We share medical records with those who are involved in providing you with care and treatment
- In some circumstances we will also share medical records for medical research; for example to find out more about why people get ill
- We share information when the law requires us to do so; for example, to prevent infectious diseases from spreading or to check the care being provided to you is safe
- You have the right to be given a copy of your medical record
- You have the right to object to your medical records being shared with those who provide you with care
- You have the right to object to your information being used for medical research and to plan health services
- You have the right to have any mistakes corrected and to complain to the Information Commissioners Office
- For more information on the above, please see our practice Privacy Notice in full, which is available at reception and on our website
Please click below
Our Data Protection officer is Dr C Jackson for both practices and the Registration number with the ICO is A8352463
Practice Privacy notice and fair processing
NHS Health checks
From 1st April 2018 there are new arrangements for the NHS Health checks please click below for further information
There has been a LOT of media interest in PSA testing in the past few weeks since Stephen Fry and Bill Turnbull ‘went public’ about their prostate cancer. It is very important to be aware that the evidence around testing has however not changed.There is no screening programme for prostate cancer because it does not meet essential criteria. It is neither 100% specific or sensitive. We should not be actively talking about PSA screening unless men are symptomatic or specifically ask about it.
Prostate cancer is the commonest cancer in men. About 1 in 8 white men will get it in their lifetime, which is similar to the risk of breast cancer in women. However, only about 1 in 25 will die from it. So, more men die with prostate cancer than of it.
There is a risk management programme, and men are entitled to ask for a PSA test if they have made an informed decision. A rectal examination should always be used in combination with PSA testing.
When we are talking about screening for prostate cancer, we are talking about ASYMPTOMATIC MEN.
Symptomatic men with lower urinary tract symptoms may need a PSA test as part of their clinical work up, but should still be fully informed about the pros and cons of testing.
PSA Age-specific cut offs should be (ng/ml): a level higher than this is abnormal
40–49 y: ≥2.
50–69 y: ≥3
70 y or older: ≥5.
(Based on the latest National Screening Committee Prostate Cancer Risk Management Programme, although older NICE CKS says ≥4 for those aged 60–69y).
- Requests made to staff for PSDA testing based on health anxiety or a 'wish for screening' in asymptomatic patients should be given the appended DOH leaflet if over the age of 50 years to read and consider if they want to proceed to testing or not-anyone under that age the request should be forwarded as a task to the usual GP
- Patients having agreed to the PSA test as an informed choice will need to see a GP for a rectal examination as well -we cannot offer the PSA test without a DRE being agreed to.
- If a patient is symptomatic and requesting the PSA test they should be booked in with a GP or ANP and any testing can be done after assessment
Before having a PSA test, men should not have:
- an active urinary infection (PSA may remain raised for many months)
- ejaculated in the previous 48 hours
- exercised vigorously in the previous 48 hours
- had a prostate biopsy in the previous 6 weeks
- PSA is stable in whole blood for up to 16 hours at room temperature. When taking blood you should ensure that the specimen will reach the laboratory and be separated within this time frame.
DOH patient leaflet on PSA pros and cons see below
CLS PSA DH PIL
CQC re inspection practice rated Good
We are delighted to announce that the practice has had a very successful re-inspection visit by CQC in June and has been rated GOOD in all areas. Thanks to HealthWatch and our PPG who have been supportive during this period of change and transition. Our use of an intelligent software package called GP TeamNet was commended by the inspector and you can read the full report and Intelligent Monitoring document on this site in the section marked CQC.
The practice is holding interviews on 16th June for the vacant PM position. As you know Lisa Roberts and Roy Boardman have been providing interim cover.
The GPs have engaged the services of a former PM and management consultant Sarah Cousins who for 3 months will be working with us on systems and processes to ease the new PM into post and to complete the work we have been doing around new ways of working. We are confident this will deliver further improvements in service delivery and patient experience.
Advanced Nurse Practitioner information
Advanced Nurse Practitioner Information Leaflet
NEW APPOINTMENT SYSTEM AT CHAPEL LANE SURGERY
New Appointment System To Commence From Monday 3rd July 2017
Many of our patients will be aware of the current pressures on General Practice services across the Country. Practices are needing to adapt to the increasing demands of an ageing population, often with multiple complex health problems, despite escalating financial pressures and difficulties in the recruitment of quality medical staff. At Chapel Lane Surgery, we would like to reassure you that we are actively working to improve efficiencies and safeguard the high standard of services that you have come to expect. We have been engaged with a National 'New Ways of Working' programme, which encompasses several ways of improving care provision:
- New Healthcare Roles: Many of you will have met or been treated by Katie, or more recently Emma, our Advanced Nurse Practitioners. These highly skilled nurse prescribers have extensive experience and training in the management of complex medical problems, and in particular where they impact on social care. We are also in the process of negotiations to bring a Clinical Pharmacist onboard, to help with medication queries and the monitoring of treatment.
- More Clearly Defined Traditional Healthcare Roles: Often simple medical complaints or queries regarding the management of established longterm illness, can be managed by our experienced Practice Nurses. They work with a team of Phlebotomists and Health Care Assistants, in monitoring chronic diseases, and are capable of managing many simple conditions
- Greater Use Of Technology: At Chapel Lane Surgery, we are investing in new technology to improve efficiency and reduce potential human error in the management of our patients. We are shortly going to be introducing a new automated patient recall system, which streamlines review systems. We are also looking at ways in which we can utilise internet-based consulting tools and even video conferencing with your GP - more to follow....
- More Efficient Use Of Appointments: Every days we literally get hundreds of requests for appointments. Like the majority of surgeries, we simply do not have the capacity to meet the level of demand. However, many of these appointment-requests could be dealt with in other ways; either by directing a query to a more appropriate person, or perhaps by the provision of advice by a qualified call-handler, or even by a simple telephone call with a GP or Nurse Practitioner. By gathering some simple information right from the start, we hope to be able to direct requests more efficiently
How The Appointment System Will Work
From Monday 3rd July, if you you call the surgery to request an appointment, you will be asked some simple questions about the reason for your request. This information will be treated in strict confidence, but will help us to direct your call to the most appropriate person. If you need to see a GP, you will initially be offered a TRIAGE CALL - you will be called back by a GP, who will initially consult with you over the phone. Many of you will have already experienced this system, when more urgent health problems may have been dealt with by an on-call GP at the surgery. The GP may feel able to manage your concern over the telephone. However, if they feel that you need to be seen, they can arrange an appointment for you. We are aiming to see patients on the same day using this new system, so there should be no need to ring weeks in advance for an appointment.
Please bear with us if things do not run as smoothly as hoped at first. This is a new system, and it may take a while to get the procedure perfected! We would be grateful of any feedback or advice during the transition to the new system. Please either email the surgery or drop a line on paper for the attention of the Practice Manager.
Best wishes as always,