Practice Newsletter

SPRING 2009

Thank you, to all those patients who took part, in the various patient surveys during the last twelve months. We would like to pass on some of the comments and suggestions that you have made and how we will action them. We thought it would be helpful to keep you informed and would welcome any comments.

 
New Staff

We are very pleased to welcome two new doctors to our team: firstly, Dr Sumi Soori whom some of you will remember because she has done locum work for us in the past. We are very happy to welcome her on a part-time basis. She also has good news of her own, in that she is expecting her first baby in the spring and will be on maternity leave but, hopefully, many of you will meet her before this.

We also extend a warm welcome to Dr Shilpa Dave who is also working part-time. She comes to us from a practice in Thames Ditton. She comes with good experience, having worked in a few different practices.

In addition, we welcome Sister Georgia Clarke whom many of you will remember in her ‘hat’ as district nurse. We have managed to persuade her to join our team and consider that her expertise and sunny personality will greatly enhance our practice.


Appointments

Many patients have appreciated our extended opening hours which, at present, have taken the form of late Monday evening and early Wednesday morning appointments. Judging by the comments on our patient survey, (see below), this has been well-received. We would just like to point out that, in addition to being able to book within 24 or 48 hours, it has been our policy for some time that appointments can be booked up to six weeks in advance. This has been in response to comments made that people do like to be able to monitor chronic diseases and arrange times to suit their working or private schedules. We also offer telephone information if people feel that this would serve their needs.

Website

We also launched a new website last year - www.stmargaretsmedical.com - which offers a great deal of information about the practice and the services we offer. It has been increasing in popularity, judging by the number of visitors it gets, now up to nearly 1000 a month. We do update the site regularly and prescriptions may be requested using it. It also provides good links to reputable sources of health information. As time progresses we do aim to increase its functionality.


Results of Practice Survey

Once again, we would like to thank all of you who took the time to complete the patient questionnaire that was given out last year. These have now been analysed and your comments are very encouraging. Some of the comments we hope we have addressed by taking on extra staff; for example, some of the comments about being able to see the same doctor for consistency of treatment, a sentiment with which we strongly agree.

Most people seem to appreciate the friendliness and concern of our excellent reception staff and are in general very pleased with the efforts we have made to keep the surgery clean and up to date. There were a few misunderstandings about opening hours which I hope this letter will address.

Unfortunately, there are still problems with our telephone system. As we have communicated to you on several occasions, we have been waiting for the Primary Care Trust to advise us about this. Local practices have had new systems but, unfortunately, they have not been fit for purpose and we have not wished to go down this road. However, we are well aware that waiting times can be very frustrating. We would therefore ask that patients ring for results in the afternoons, which are much quieter times and when your call will be answered much more promptly. We have also not introduced high tariff call charges and call waiting information in order to keep patient phone charges as low as possible – as requested by the majority of patients questioned.

We have also altered the manner in which the telephone is answered and this will now be undertaken by a receptionist in an area away from the main reception area and the sole duty of that staff member will be to answer our main telephone line, 020 8892 1986. This will also mean that conversations are even more private. Please note that if you do have a problem which is very confidential and you wish to have a private conversation with our reception staff, if you make this clear at the window we do have a room where we can address your needs.

Teenage/Young People’s Care

We continue to offer confidential consultations for teenagers and young adults. There has not been a very good uptake of this, particularly with regard to the Chlamydia screening which is now run out nationwide. Please feel free to ask the receptionists at any time about these services, which are available with a doctor of your choice.

Monthly stroke meeting

We have received welcome news of support for patients who have had a stroke in the past and their carers. This is a support and advice group held at West Middlesex Hospital at Q ward on the first Monday of every month from 2-4 pm. Every month, there will be professionals involved in stroke care, such as physiotherapists and dieticians, who will answer any of your questions. It will also give you a chance to share your experiences and learn from others. For more information, please contact Ahlam Wynne, stroke specialist nurse, on 020 8560 2121. A poster concerning this is also in the waiting room downstairs. We would value your feedback regarding this new service.

Yours faithfully,
the St Margaret’s Medical Practice Team