Newsletter No.11 Summer 2009

SUGGESTION BOX

GENERAL TELEPHONE PROBLEMS

TELEPHONE SURVEY - INCOMING CALLS

The survey has been completed in two parts:

Utilising specialised software tracking all incoming calls done during 2008.
Manual survey of service requirement of the caller, completed 2009, linked to time of call.

Average number of calls are 1000+ per week.

Daily Percentage of Total

Monday	30%
Tuesday	19%
Wednesday	19%
Thursday	17%
Friday	15%

In a Bank Holiday week, Tuesday reflects a busy Monday with higher than usual call activity Wednesday to Friday

Daily Flow of calls handled by Reception Team

	Average % of Daily Volume
08.30 - 09.30	23%
09.30 - 10.30	18%
10.30 - 11.30	20%

61% of the daily calls are received before 11.30. The balance is spread throughout the day.

The busiest periods are:

08.30 to 09.30 on the Appointments line - current facility includes one call waiting.

10.30 to 11.30 Doctors take patient calls in this period up to 11.00 to fit around surgery times.

This call profile is typical of a GP surgery.

A solution is not simple.

Currently the department of health is involved in a consultation re: the use of 0845 numbers in the health service and no change can be made until their recommendations are published.

However, the current advice for patients is:

Do not call the appointments line (840555) before 09.30 to make a routine appointment. This will enable patients requiring an urgent appointment greater access.
Do not call the practice on the main Surgery line (840228) between 10.30 and 11.15 unless you require to speak to a doctor.

Leave general enquiries to late morning or afternoon.

CANCELLATION OF APPOINTMENTS

The Practice has introduced a new facility on a 6 month trial basis to enable the cancellation of appointments using texting on a mobile phone. This, we hope will help to reduce the number of non-attenders.

If you wish to cancel please text the following mobile phone number: 07727 919796 with:

Your name
Appointment date and time
Name of doctor or nurse if known

Please give as much notice as possible so that a released appointment can be reused for the benefit of another patient.

THIS MOBILE DOES NOT ACCEPT INCOMING CALLS - ONLY TEXT MESSAGES.

ADVICE ON FLU SYMPTOMS

Please DO NOT visit the Surgery. You may spread viruses to others, so stay at home. There is a National Flu Help Line 0800 1513513 which gives recorded information, or phone either the Surgery 01452 840228 after 11am or NHS Direct 0845 46 47 for further advice.

LIONS MESSAGE IN A BOTTLE SCHEME

Sponsored by your local lions Club and supported by Ambulance, Police, Fire and Rescue Services, Emergency Doctors, NHS Primary Care Trusts and Age Concern

This is a voluntary scheme for vulnerable people living at home. This could be parents, carers, people with special needs or older people who might be reassured to know that essential information would be readily available to the emergency services, should they suffer an accident or sudden illness. The Scheme ensures that vital information is available not only to identify you but to advise of relevant illnesses, allergies, medication and contact addresses.

It allows people to put information such as medication and medical conditions, as well as next-of-kin contacts, into a sealed plastic container. The container is then stored in the fridge and stickers attached to the fridge and kitchen doors to alert emergency staff to it's whereabouts.

Peter Iles, Chief Officer for Age Concern, said, "It's a way of recording essential health information for emergency staff who may have to visit people in their home. The bottle will contain sufficient detail to help make an early assessment of the patient's immediate medical condition and to provide an indication of appropriate emergency treatment".

The District Nurses have a supply of bottles and stickers and can give anyone further information if they would like to join the scheme.

FREE SMOKE ALARMS can also be supplied to vulnerable people by the Fire Service. Our Village Agents can provide further information. Contact Liz Davis or Jane Griffiths on 07810 630224 or phone the Adult Helpdesk on 01452 436868

They also arrange FREE Fire Safety Checks, Security Checks and Benefits Checks.

BOOKING-IN SCREEN

To avoid queuing to book in with the receptionist patients can now use a touch screen situated on the wall opposite the reception window.

Instructions are given on screen as follows:

Press start
Male or female
Date of birth

The machine will acknowledge your appointment

Sit down and wait to be called.
If you are late for your appointment you must speak to the receptionist.

Rachel's Summer Health Advice

Summer holidays and long hot days are here so beware of the risks. The following groups of people should take extra care: young children and babies; anyone who has a medical problem; asthma and breathing difficulties; heart problems and diabetes; people who work outdoors; and those who take part in sporting activities.

To prevent sunburn - remember to cover up and apply protective sun factor to visible parts of the skin. Wear sunhat and glasses to protect the head and eyes.

Treatment of sunburn - drink plenty of water and cool the sunburnt area with cold water for at least 10 minutes, then apply emollient cream E45 or Aloe Vera cream to red or blistered areas.

Dehydration occurs very quickly when fluids lost from the body are not adequately replaced. Symptoms include dry mouth, sore cracked lips, dry eyes, headaches, cramps and tingling muscles, dark urine, dizziness, confusion and if not dealt with, unconsciousness.

Heat Exhaustion occurs if the above symptoms of dehydration are not treated. Other symptoms, include nausea, sickness and high temperature.

Heatstroke will occur if the symptoms above are not taken seriously.

Treatment:

encourage fluid replacement
move into the shade and rest

In severe cases cool the body by removing excess clothing and wrap in a wet towel or sheet. If in doubt seek medical aid.

Plan to avoid outside exercise or hobbies during the middle of the day, wear loose fitting cotton clothes and a hat. Drink plenty of water. Keep the house cool by drawing blinds/curtains and keeping windows closed. Use a fan for ventilation.

STOP PRESS

There will be free Heart-Start Course held on Thursday August 6^th at 7.30pm in Corse Village Hall. Places for 20 people. If you wish to participate please sign the list held at the Surgery.

The first 20 names will be chosen, if there are more than 20 we will organise a second course later in the year.