DMC Healthcare

From talking to patients we know there is some confusion and irritation about the triage process. Where patients phone in the morning, they will be called back by a doctor and either be given a same-day appointment, which we do in appropriate cases, or directed to one of our nurses or prescribing pharmacists. We are facing the same systemic pressures as other London and Dulwich GPs, as described by Dr Rosemary Leonard speaking on TV this week. There will be new information going up on the practice website. We find that patients accept the clinical triage and the need to red flag certain symptoms early in the morning, once we explain it to them. Please be assured we are working very hard to deal with the current situation.

Please see at this link below, information on our complaints procedure and how to feedback suggestions directly to the practice manager Janet Borthwick. http://www.dmccrystalpalaceroad.co.uk/clinics-and-services.aspx?t=5 We are taking steps to communicate better with patients about the best ways to make appointments, especially when they are for non-urgent care. Like all GPs we face pressure in the early morning rush. We would like to inform you that patients calling this morning were able to receive same-day appointments.

For patients who would like to sign up to receive text reminders for appointments and to be able to cancel appointments by text rather than phone, here is the link to the Communication Consent Form https://www.mysurgerywebsite.co.uk/secure/sms.aspx?p=G85651

In answer to questions raised on here this morning, we would like to let patients know there is an additional duty GP in the surgery today. If you have a complaint or concern that you would like to take further we will look into individual cases and find out what went wrong. We will make it possible for you to discuss the problem with those concerned and at the end of our enquiries we will discuss with you in detail, either in person or in writing. Our complaints procedure can be found on the website here http://www.dmccrystalpalaceroad.co.uk/clinics-and-services.aspx?t=5

Thank you for your comment. The measures we are taking will start to take pressure off the morning rush. To cancel appointments at DMC Crystal Palace Road the best way is for patients to call the main number 0208 693 2727 and then press number 1. Anyone registered to receive the SMS reminders on their phone can also cancel their appointment by SMS reply.

Thanks for your comment. Everything here is being noted and we're taking action.

We would like to apologise to any patients who experienced a delay in getting access to their GP last week at the Crystal Palace Road practice. This was due to unseasonal high demand and doctor absence due to unexpected sickness. Please be assured that measures are now in place to support this demand. We are very sorry for any inconvenience caused to you. We now have two prescribing Pharmacists and one junior making a total of three pharmacists who are onsite daily and can see patients for the following: Hypertension, Diabetes , COPD and Spirometry, Asthma, smoking cessation, Influenza vaccines, NHS health checks, contraception and minor aliments advice. They also deal with daily queries with medication from patients and local pharmacies. The service provided by pharmacists is new to DMC and it is available to all patients. We have received very positive feedback and you do not have to see a GP where your condition may be of a minor issue and could be handled by a pharmacist. Please help us to help you in such circumstances. For all those patients on long term medication or requiring repeat prescriptions please sign up to the Electronic Prescribing Service (EPS) If you require a nomination form please email the practice on [email protected] and the forms are also available via reception This will save the practice and patients a lot of time once you have nominated your prescriptions to go to a pharmacy. I?m sorry to report that approximately 10% of appointments each week are where patients DO NOT ATTEND. Last month this was 219 appointments wasted. We now have a new check-in screen in the waiting room to register your arrival and enter personal clinical data about yourself. There is, as I?m sure you are aware a problem with appointments, both routine and urgent, in the NHS. In South Southwark there is a new federated approach to practices? appointments and access to GP services. Please be prepared to discuss your condition, briefly over the phone if you feel the need to be seen on the day of your call. A doctor will call you back and assess your needs accordingly. For many types of check-ups, screening and health advice one of the practice nurses can also help you. Please click on the Other Clinicians tab on the website to see what they cover. If you are calling for test results please call after 3.00 pm. When demand on the phone lines is very high, usually early mornings, please note that you can pre-book appointments on the patient access at [patient.emisaccess.co.uk] Once you have registered and have your log in, you will need to provide the practice with your ID to complete the process. You can also email to us directly at [email protected] for appointments or any query regarding DMC Crystal Palace Road. There is additional GP cover from week commencing 16 February and we are in the process of recruiting an additional GP and a Community Psychiatric Nurse. We do encourage all patients to give us as much feedback as possible to improve patient contact with DMC Crystal Palace Road with current services. We can assure you that every effort will be made to ensure that any contact you have with our services in the future will prove to be satisfactory

We would like to apologise to any patients who experienced a delay in getting access to their GP last week. This was due to unseasonal high demand and doctor absence due to unexpected sickness. Please be assured that measures are now in place to support this demand. We are very sorry for any inconvenience caused to you. We now have two prescribing Pharmacists and one junior making a total of three pharmacists who are onsite daily and can see patients for the following: Hypertension, Diabetes , COPD and Spirometry, Asthma, smoking cessation, Influenza vaccines, NHS health checks, contraception and minor aliments advice. They also deal with daily queries with medication from patients and local pharmacies. The service provided by pharmacists is new to DMC and it is available to all patients. We have received very positive feedback and you do not have to see a GP where your condition may be of a minor issue and could be handled by a pharmacist. Please help us to help you in such circumstances. For all those patients on long term medication or requiring repeat prescriptions please sign up to the Electronic Prescribing Service (EPS) If you require a nomination form please email the practice on [email protected] and the forms are also available via reception This will save the practice and patients a lot of time once you have nominated your prescriptions to go to a pharmacy. I?m sorry to report that approximately 10% of appointments each week are where patients DO NOT ATTEND. Last month this was 219 appointments wasted. We now have a new check-in screen in the waiting room to register your arrival and enter personal clinical data about yourself. There is, as I?m sure you are aware a problem with appointments, both routine and urgent, in the NHS. In South Southwark there is a new federated approach to practices? appointments and access to GP services. Please be prepared to discuss your condition, briefly over the phone if you feel the need to be seen on the day of your call. A doctor will call you back and assess your needs accordingly. For many types of check-ups, screening and health advice one of the practice nurses can also help you. Please click on the Other Clinicians tab on the website to see what they cover. If you are calling for test results please call after 3.00 pm. When demand on the phone lines is very high, usually early mornings, please note that you can pre-book appointments on the patient access at https://patient.emisaccess.co.uk Once you have registered and have your log in, you will need to provide the practice with your ID to complete the process. You can also email to us directly at [email protected] for appointments or any query regarding DMC Crystal Palace Road. There is additional GP cover from week commencing 16 February and we are in the process of recruiting an additional GP and a Community Psychiatric Nurse. We do encourage all patients to give us as much feedback as possible to improve patient contact with DMC Crystal Palace Road with current services. We can assure you that every effort will be made to ensure that any contact you have with our services in the future will prove to be satisfactory