Patient Update July 2016
Welcome to July update on the progress that Harbour Medical Group is making towards more collaborative working and bringing together our practices (Croft Road, Abbey Road & Shiphay, Chelston Hall and Barton) to provide general medical care for 34,000 residents of Torquay.
On the Day Team Q&A
From early September HMG will be changing the way that patients who request to be seen on the day are offered appointments. Patients will be booked an appointment by our health navigators with the on-the-day team. The on-the-day team will be made up of a GP, nurse practitioner, pharmacist and emergency care practitioner and will be based at Abbey Road.
Q. Why is this change being made?
A.The practices are struggling to meet patient demand for on the day appointments, and for many conditions a GP is not the only health care professional that can help you. The on the day team will improve access to timely appointments with a health care professional.
Q. Why can’t you recruit more Doctors?
A. England has a shortage of GPs as many are retiring and there are not enough doctors who want to become GPs in training. We have tried to recruit for the past two years with limited success. We see this situation getting worse as the GP workforce gets older.
Q. Will I still have to call at 8:30am to book an appointment for that day?
A. As we are increasing the number of appointment available on the day you will not need to call first thing on a morning as the appointments will not get filled up so quickly.
Q. But only my doctor can give me a prescription.
A.All members of our on the day team will be able to provide patients with a prescription.
Q. What if it doesn’t work?
A.We are running this as a six month pilot, and will regularly review the performance of the on the day team, and will make adjustments to the skill mix of the team and number and type of appointments offered by the on the day team. However the situation with regard to availability of GPs is getting worse so there is no obvious alternative.
Q. Why will the team not be based at my local practice?
A.The four practices involved could not afford to recruit the health care professionals to be based at each of the practices, this model works for areas with more than 30,000 patients. We choose the base at Abbey Road as the most central of the four practices.
Q. I will find it difficult to get to Abbey Road.
A.We choose Abbey Road as it has good transport links to the other practices, and by offering a greater number of on the day appointments at different times throughout the day patients will find it more convenient. Telephone appointments with a member of the on-the-day will be available for those patients who find it difficult to attend the surgery.
Q. Will I still be able to book an appointment with my GP?
A.Appointments with your local GP practice and specific GPs will still be available to book.
Chelston Hall and Abbey & Shiphay Merger
Chelston Hall and Abbey & Shiphay practices will be merging on 8th August 2016. Patients should see no change in the services provided. The Front Reception Desk will remain at Abbey Road, however the back office administrative functions from Abbey Road will be moving to Chelston Hall.
How are we Doing?
We’d like to hear from you if you feel that there are things we could do differently for our patients. Please contact your practice (details below) if you have any feedback.
- Croft Hall – Clare Lamburn
- Chelston Hall –Hannah Davies
- Abbey Road & Shiphay - Hannah Davies
- Barton - Lisa Cooper
From April 2015, the practice is required under the terms of the GMS Contract 2015 to allocate patients (including children) a named accountable GP who is responsible for patients overall care at the Pratice and who will take the lead responsibility for the coordination of all services required under the contract. Read More
Your named GP has overall responsibility for the care and support that our surgery provides to you. They will also work with other relevant health and care professionals, who are involved in your care, to ensure that your care
package meets your individual needs. This does not prevent you from seeing any GP in the practice as you currently do.
Please be advised there is no need to telephone the practice for this information.
If you wish to change your named accountable GP, please inform us and we will make every effort to accommodate your request.
Plan to Meet GMS / PMS 2014-15 Contractual Requirement for Patient Online Service
On-line access for Patients
This practice currently offers patients' facilities to:
- Book, view, amend, cancel and print appointments online (from January 2015 *Note 1)
- Order online, view and print a list of their repeat prescriptions for drugs, medicines or appliances.
This practice plans to offer patients facilities to view online, export or print any summary information from their record, relating to medications, allergies, adverse reactions and any other items agreed between the practice and individual patient, from January 2015 *Note 1.
Changes At Barton
Dr. Sarah Parkin will be taking a sabbatical in the summer between July and August and, due to family commitments, will be leaving the surgery permanently from 30th September. Sarah will continue to work on her usual days Monday, Tuesday and Wednesday in the time she has left with us. We wish her well for the future.
Dr Tessa Barton is now regularly running surgeries here on Thursdays and Fridays.
We are delighted to introduce to our healthcare team Tina Shilston who has joined us as our fulltime senior Practice Nurse. Tina joins us with senior nursing experience in the community sector.
We are equally delighted that Marie Metcalfe has joined us as Practice Nurse and Julie Docherty as Health Care Assistant. Marie previously worked at Torbay hospital and Julie has worked with local GP surgeries and the community sector.
Tina, Marie and Julie are working with our existing nursing team; Barbara, Naraina, Nickie and Janet.
New Computer System
We successfully introduced our new patient records system during May. After the usual teething troubles the system is now working well in the surgery; we hope you did not experience too much disruption if you contacted the surgery.
Unfortunately, the on-line access for patients is still to be updated to the new system. At the moment you are unable to book appointments, order repeat prescriptions or view your coded records on-line. This is a temporary interruption and the on-line system will be available again soon. If you do wish to order repeat prescriptions using email you can still do so; - using the email address
We will publicise details of the new on-line system as soon as it is available.
Harbour Medical Group
We are currently working with Harbour Medical Group to secure more experienced Nurse Practitioners, Psychiatric Nurses, Emergency Care Practitioners and Pharmacists to help support us looking after our patients. We will also be introducing a new clinics system to ensure that you can access care at the most appropriate time.
More news on the developments at HMG is in the accompanying HMG Newsletter.
We are always pleased to receive your feedback and ideas about the services provided at Barton Surgery.
The NHS and GP Practices are busier than ever before; sometimes we don’t always get everything ‘right’ and we would like to hear from you. But just as importantly we would like to hear your ideas for the way we can provide services and care into the 21st Century Read More
Better information means better care
Using information about the care you have received, enables those involved in providing care and health services to improve the quality of care and health services for all. The role of the Health and Social Care Information Centre (HSCIC) is to ensure that high quality information is used appropriately to improve patient care.
NHS England has therefore commissioned a programme of work on behalf of the NHS, public health and social care services to address gaps in information. Our aim is to ensure that the best possible evidence is available to improve the quality of care for all.
It is important that the NHS can use this information to get a complete picture of what is happening across health and social care and to plan services according to what works best. The new system will provide joined-up information about the care received from all of the different parts of the health service, including hospitals and GP practices.
Your date of birth, full postcode, NHS Number and gender rather than your name will be used to link your records in a secure system, managed by the HSCIC. Once this information has been linked, a new record will be created. This new record will not contain information that identifies you. The type of information shared, and how it is shared, is controlled by law and strict confidentiality rules.
Sharing information about the care you have received helps us to understand the health needs of everyone and the quality of the treatment and care provided and reduce inequalities in the care provided. The new system will also provide information that will enable the public to hold the NHS to account and ensure that any unacceptable standards of care are identified as quickly as possible. Information will help to:
- find more effective ways of preventing, treating and managing illnesses
- make sure that any changes or improvements to services reflect the needs of the local patients
- understand who is most at risk of particular diseases and conditions, so those who can plan care can provide preventative services
- improve your understanding of the outcomes of care, giving you greater confidence in health and social care services
- identify who could be at risk of a condition or would benefit from a particular treatment
- make sure that the NHS organisations receive the correct payments for the services they provide
- improve the public’s understanding of the outcomes of care, giving them confidence in health and care services
- guide decisions about how to manage NHS resources so that they can best support the treatment and management of illness for all patients
It is important that you read the leaflet Better information means better care (PDF, 2MB) so that you understand how information in medical records can be used to improve the way that healthcare is delivered.
If you are happy for your information to be used then you do not need to do anything. But if you have concerns or if you do not want information that identifies you from being shared outside your GP practice, as described here, inform your practice in writing. They will make a note of this in your medical record. This will prevent your information being used other than where necessary by law, such as in case of a public health emergency.
You will also be able to restrict the use of information held by other places you receive care from. However, this will not affect the care you receive.
You can change your mind at any time and as many times as you wish. Just inform your GP practice in writing and ask them to record your wishes.
Information from GP practices will begin to be extracted and sent to the HSCIC in the spring 2014. The GP data will be linked with the hospital data already held by the HSCIC.
For more information about how data is collected and shared, including confidentiality, read the Q&A below or the Patient FAQs (PDF, 52Kb) produced by the HSCIC and NHS England.
Call our dedicated patient information line in relation to data sharing on 0300 456 3531. Translation and text phone services are also available. Read More
As well as our normal opening hours we will be offering the opportunity of consultation with a General Practitioner outside of our normal surgery opening hours. This may be particularly helpful to those patients whose work commitments make it difficult to access a GP during normal opening hours. You can ask the reception team to arrange a telephone consultation with a GP after 6.30pm on Monday - Friday evenings and also between 7.30am and 8.00am on Monday mornings. Please contact our reception team for details on 01803 323761 or via
Whilst we have possibly the largest car park of any surgery in the bay area, there are many times when it is full.
To avoid a £30 parking fine please make sure that any on-road parking is beyond the allotments entrance where there are no parking restrictions. Read More
Bank Holiday Surgery Opening Times
Please note the following times when the Surgery will be closed over the future Bank Holiday periods.
Please allow yourself extra time to order any repeat prescriptions that you may need to avoid running out of medication whilst the surgery is closed.
If you require a Doctor in an emergency whilst the surgery is closed, please telephone 111
|Bank Holiday Monday
Monday 29th August