The Swaffham practice went live with a new phone system today and our Necton surgery will be going live tomorrow,
Hopefully, the transition will be seamless but, please be aware that we may experience some teething troubles whilst we make the changes and all learn how to use the new system.
There will be a couple of noticeable changes that patients will experience .
1) To enable our team to answer your calls even more quickly and efficiently, if you call the Necton surgery and the line is busy, you will no longer have to hold as the call can be picked up at the Swaffham site – and visa versa. This has no impact on the service you will receive, as the team can deal with your requests from any site, meaning you will spend less time hanging on the phone and we can give you an even better service.
2) Patients will also be given a couple of choices when they phone in so your call will be directed to the correct department to deal with your request. You can select to book an appointment, to speak to the dispensary or to speak to a receptionist. You will be speaking to the right team member from the offset.
The recent GP patient survey gave us a brilliant result for our telephone service. Plowright came in above both the National and CCG average.
89% of respondents find it easy to get through to this GP practice by phone Local (CCG) average: 80% – National average: 68%
This was purely down to our excellent team members and our new phone system will only help us to improve on this even further.
The Practice will be closed on Bank Holiday Monday 27th May, however, you can still make an appointment over the Bank Holiday weekend. Please speak to a receptionist about the Improved Access service being offered in West Norfolk.
During September we will be introducing an SMS reminder system to the surgery. It’s called MJOG and it interfaces with our clinical system to ensure a full audit trail between SMS messages and our patient records.
We will be using the system to send appointment confirmations and reminders along with other notifications and health related communications.which we hope our patients will find useful.
Before we commence using the system for appointment reminders we will send a text message to every patient for whom we have a mobile phone number. This text will be to inform them that we will soon be starting to send them SMS messages appropriate to their care. It will give them the opportunity to opt out of all future messages simply by replying to the text. Patients who opt out in this way will be able to opt-in again at any point.
Children and Young Adults
Parents of children under 11 will be able to add their mobile phone number against their child’s record in order to receive reminders and notifications but this will be removed when the child reaches the age of 11. For reasons of confidentiality we are unable to allow a parent to record their mobile phone number against a child aged between 11-16.
What do I need to do know.
We won’t be able to send you SMS reminders if we don’t have your current mobile number. You can add/update this via the Patient Access app or by calling into the surgery.
If you don’t want to receive SMS notifications then you can wait until we send out the introductory SMS message in September and reply to that. Alternatively you can call the surgery and let us know and we will update your record accordingly.
Due to continually increasing patient numbers, prescription requests and the extra workload this is placing on our dispensers we have taken the decision to make a change to our Swaffham dispensary opening hours.
As of the 2nd January 2018, the Swaffham Dispensary will be closed for lunch at 12.30pm re-opening at 14.30 pm.
We apologise for any inconvenience this may cause.
If you are coming into the practice over the next couple of weeks you may notice that we have student Paramedics observing during clinic.
We are really pleased to have two Year 3 students from the UEA doing their Primary Care placement with us.
Paramedics face a wide range of situations which require them to calmly and competently identify, communicate and administer emergency care in order to save lives.
The students undertake various placements during their training and having them in surgery gives them an essential insight into how a GP Practice works, observing other practitioners helps them to develop good consultation, examination, assessment, history taking skills and highlights how we can all work together to provide outstanding patient care.
Thank you to all our patients for your co-operation whilst the building works are being completed to the front of the practice. The outside is now all finished, with just a few finishing touches required. We have also reclaimed a few more car parking spaces and the cycle store is now accessible.
Work has now commenced on the inside. The toilet and baby change facility are being re-fitted and decorated and on schedule to finish at the end of September. The building team have been doing a fantastic job and kept disruption to a minimum. Thank you for your patience whilst these essential repairs are carried out.