New Telephone System Information
Please note when you are given the option to press 3 for a call back the alternative option is to press # to stay in the queue.
What happens then is the line goes silent (no music) but please be assured you are still in the queue.
It appears some callers believe when the line goes silent they have been cut off. This is not the case.
I have asked our telecoms provider to look at this and see if they can add the music after you press # so you will know you’re still in the call queue.
Looking at some of your feedback and some complaints we get around the call queue we have invested in an upgraded telephone system that now allows an unlimited call queue facility. I’m proud to say we are the first practice locally to have made this investment and I’m sure other practices will follow our lead.
The old system capped the call queue at 15 callers and you were asked to call back later. In addition to this we have paid for the technology so that instead of sat waiting in the queue you can request a call back from us.
This works by virtually holding your place in the call queue and then when your call gets to the front of the queue the system automatically calls you back.
What’s important to know here is that your telephone call and number is held virtually in the queue so if you do not answer the call your call is dropped for the queue and we are unable to manually call you again.
This is part of our plan for improving access for you over the next year which sees some investment and guidance from NHS England, who also specify what we need to do to help you get better access. Better phone access and ways of contacting us is a big theme and we have made some considerable changes already with the online triage system we introduced a couple of months ago and now this new advanced telephone system.
one other area NHS England have asked all Drs surgeries to look at is improving your access to prebookable appointments. We continue to develop plans to open up more pre bookable advance appointments as you also told us that’s what you wanted in the patient surgery we ran.
We have to manage that with a robust policy for patients who do not attend appointments as historically the advanced appointments are the appointments where patients fail to attend the appointment and it means this is wasted. The new policy will be strictly adhered to and we will not tolerate persistent failure to attend appointments with us, especially as appointments are in such high demand
Ill update you more about that in September when we will start to move towards more availability for advance appointments
I hope you find this update useful and if you have any feedback please do not hesitate to contact us
Mrs Rachel Crossley
Shiregreen Medical Centre and Melrose Surgery
NHS services across the North East & Yorkshire region are experiencing extremely high demand at the moment – this includes GP practices which are extremely busy
• If you need advice for a minor/mild illness or injury, in the first instance, please either contact your local pharmacy for help or look at the self-care advice that’s available on-line from the NHS at www.nhs.uk
• If you want to check your symptoms, there is an on-line symptom checker available at 111.nhs.uk, which will re-direct you to a health professional if you need to be consulted by someone.
• The 111 online service is effective and efficient and endorsed by your GP. You will be dealt with more quickly using 111 online than calling 111. Go to www.111.nhs.ukPlease be reassured that the upcoming strikes do not impact us directly and none of our staff are striking so you should attend your appointments on strike days with the GP team unless contacted and told otherwise.
The NHS Friends and Family Test (FFT) was created to help service providers and commissioners understand whether patients are happy with the service provided, or where improvements are needed. It’s a quick and anonymous way to give your views after receiving NHS care or treatment.
This new service will begin on Saturday 1st October it and will mean that most people will be able to book weekend and evening appointments closer to where they live. For our patients we will be providing appointments will be provided at Flowers Health Centre and Norwood Medical Centre
Remote and face-to-face appointments can be made with a variety of GP practice staff including Doctors, Advance Care Practitioners, Nurses, Nurse Associates, Health Care Assistants, Physiotherapists and, Pharmacists.
Initially appointments can be booked through you practice, but we will soon be adding the option for patients to book direct online and through NHS 111.
Click here to find out more.
The practice is open and available for patients who need care.
If you need medical help from us, contact us by phone on 0114 2456123 to be assessed. Please don’t turn up at the GP surgery without an appointment.
If you need urgent medical help, use the NHS 111 online service. If you cannot get help online, call 111 and they’ll direct you to the best place. A&E and the walk in centre are open for urgent and emergency health needs.
If it’s a serious or life-threatening emergency, call 999. If you are told to go to the hospital, you must go to the hospital.
This Sheffield website includes information about the services available and when to use them, as well as information on waiting times for each of the urgent and emergency services in Sheffield – http://sheffieldurgentcare.co.uk Click here to visit the website…
CERVICAL SCREENING (smears)
Attention all ladies – Please note we are still operating face to face appointments for cervical screenings with the Practice Nurse – When you receive your invite from either NHS England or from the surgery, please contact us to arrange your appointment. We also have access to appointments out of normal working hours at one of our satellite hubs (which are all existing GP practices). These appointments run are from 6pm in the evenings, and 9.30am at the weekend. These are The Flowers Health Centre, Woodhouse Health Centre, and Fairlawns Surgery. Appointments are also available on Bank Holidays; however they may not be available at all sites.”
please note all samples must be brought back to the surgery for 12 noon each day. Failure to return samples before this time may result in the sample(s) having to be repeated.
DRIVE THROUGH BLOOD TEST SERVICE
We are now offering drive-through blood tests to vulnerable patients who may be affected by COVID-19.
Please contact the surgery for details.
Shiregreen Medical Centre and Melrose Surgery have been awarded a rating of ‘Good’ on the last inspection from Care Quality Commision (CQC). The date of the last inspection was 23rd July 2019.
You can find the certificates on the link below.
Both premises are accessible for patients with disabilities and a wheelchair is now available at Shiregreen for getting around in the building. If you require any help to get into or around the building please let us know and we will do our best to assist you.
Please click on the following link to show the safe disposal of your used inhalers
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