Patient Newsletter: Issue 5

 

Welcome to our autumn/winter newsletter of 2023. In this issue some of the topics we will cover include GP access hub, appointment attendance, appointment myth busting, details about local services and patient feedback from our friends and family data.

Following feedback from our last newsletter, we have decided to include a more personalised section at start of this newsletter dedicated to a clinical staff member. Please see below for our first Clinician spotlight from one of our partners Dr Gareth Bowen-Perkins.

 

Dr Gareth Bowen-Perkins Spotlight 

I joined Langley House in 2017 after moving down to the Chichester area from Surrey having enjoyed a few years working in partnership with my father. I had initially completed my GP training in Chichester and had always planned on moving back to the area at some point and was very fortunate to join the fantastic team at Langley House.

I enjoy all areas of General Practice and the unpredictability of the job with no single day being the same! I particularly enjoy the variety that our surgery brings with the main city centre practice combined with our more rural branch surgery in Bosham. There is a huge team involved running a surgery including doctors, nurses, HCAs, paramedics, pharmacists,  dispensers, managers, receptionists, secretaries, prescription clerks, care co-ordinators, physio (the list goes on!) and it is so rewarding coming to work alongside such a dedicated group of people who really care about their job.

With regards to professional interests I value the traditional role of a GP being a family doctor and looking after patients from cradle to grave. I have a particular interest in dermatology and minor surgery and am also involved with helping to train junior doctors who fulfil part of their training at the practice.

From a personal perspective my wife is also a local GP and we have 3 young children so we try and keep the medical chat to a minimum around the dinner table! I enjoy watersports including sailing, wingfoiling and kitesurfing so feel very lucky to live in such a beautiful area to pursue these hobbies. I also enjoy running and tennis and I am an avid welsh rugby fan. 

An interesting fact about me is I once had a very famous relative (my 6th great grandfather's brother) called Hopkin Hopkins whose claim to fame was that he was the world's smallest man at the time. He suffered from a rare disease called Progeria which causes rapid ageing in younger years. He died in 1754 at the age of 17 when his weight had   remained a static 12 pounds!

 

GP Access Hub

For several years, all practices in Chichester have worked together as a Primary Care Network; one of the projects from that has been the GP Access Hub which provides appointments from 4:00pm to 8:00pm on some weekdays and on Saturdays. The GPs working at the GP Access Hub are all local GPs and you may be offered an appointment with one of these clinicians.

 

How Can You Help Us?

We have recently changed and enhanced our system for looking after patients with long-term conditions, such as asthma, diabetes, coronary heart disease, hypertension and kidney disease. You may be contacted by the surgery by text or letter to provide up to date information (eg a blood pressure reading) or invited to book an appointment or sent a medication review questionnaire. We would strongly encourage all patients to respond to our texts or letters – this will help us in making sure you have the right treatment and advice.

 

Signposting

It will not be a surprise that nationally general practice, indeed the entire NHS, has considerable challenges ahead for 2024. GP surgeries in particular can struggle to meet demand, with the increasing complexity of patient demand due to long hospital waiting lists. NHS England has promoted a wider skill base in general practice to alleviate some of the pressure from GPs. For instance, at Langley House 

  • we refer to our community pharmacy colleagues for some minor illness consultations
  • we have an in-house pharmacist for 2 days per week to help with medication reviews and patients discharged from hospital with new medication changes 
  • we have a First Contact Physiotherapist once a week to assess musculo-skeletal patients
  • we have a Paramedic each day to assist our duty doctor of the day with acute issues
  • we have access to a social prescribing service - an approach that connects  people to activities, groups, and services in the community to meet the practical, social and emotional needs that affect their health and wellbeing.

When you phone the surgery, our receptionists have been trained to use our signposting tool, which has been written by our GPs. This may mean you are advised or asked about alternative options to a GP appointment, depending on the nature of your problem.  

For example, if a patient wants to see a GP about acne, our receptionists would ask if the patient has already been to pharmacy for advice and appropriate products. If this has been tried, our GPs have asked reception to detail the medication taken to date and the length of time it has been used when booking an appointment with a GP. Another example is our staff are given training on the correct approach for acute issues such as Meningitis, Stroke, Sepsis, Chest Pain being directed to emergency care.

 

DNA (Did not attend) statistics: November 2023

We thought we would share with you some statistics from November and how important it is for you to attend your appointment. When appointments are not attended this takes away valuable nurse and GP time which could be used for other patients that require care. Please see below the figures from some clinics where appointments were not attended in November.

  • Emergency appointment DNAs -  9 equivalent to 1.5 hours of GP time 
  • Phlebotomy appointment DNAs - 39 equivalent to 8 hours of Nurse time
  • Cervical Smear appointment DNAs - 10 equivalent to 3 hours of Nurse time

If you can no longer make an appointment please let us know by phoning reception on 01243 782955 so we can cancel or rearrange this for you.
Telephone news – in 2024, our phone supplier will be introducing some new features including being able to check on your appointment time or cancel an appointment without having to speak to a receptionist. 

 

Phone statistics: November 2023

  • Answered: 6,059 
  • Dialled Calls: 4,419 
  • Average Queue Time Answered: 2m 43s 

Please do make use of our call back facility at peak times (eg 8-9 am). Call back is an automated process and patients get called back by reception in strict order by how long you have been waiting. Any later incoming calls do not jump the queue!

 

Appointments Mythbusters

I can’t see a GP for a face-to-face appointment.
FALSE:  Patients are free to request a telephone, video or face-to-face appointment – please just let reception know your preference. In Oct 2023, 59% of appointments were face to face.

You have to complete an online form if you want an appointment.
FALSE:  Patients can choose to complete an online form (via the home page on our website) or phone reception or come into the surgery to book an appointment.

 

Friends and Family Data

Every month, we survey about 700 patients who have had an appointment in the previous month, asking them 2 questions.  

Q1: How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?

Q2: Thinking about your response to this question, what is the main reason why you feel this way?

Here are some of this month’s comments 

  • All staff always helpful & make every effort to listen & provide a solution to whatever is asked. In our family we have a young person with additional needs - learning difficulties- and she is so well supported by our GP and the whole practice - A huge thank you
  • Excellent service from all members of the team - prompt appointments too
  • Reception very friendly and doctors professional and caring.
  • The whole team at the practice are wonderful and always go the extra mile. The GP s are understanding and hugely empathetic.
  • Staff, and doctors are always ready to listen to you, and help you best way forward.
  • The Drs are wonderful, they go above and beyond to listen & manage your problem. The admin and support staff and approachable, efficient and proactive. Above all else, you actually see patients in person, unlike the Drs Surgery we left in the summer! Thank you & keep up the good work!!
  • I always feel well supported by all the staff, the receptionists are always helpful and I never have any issues getting an appointment when it is needed. The doctors and nurses are all fantastic, always greeted positively and always made to feel I am listened to. I feel very lucky to be a patient at Langley House.
  • Every interaction I have had with the practice has been with kind, efficient and courteous staff. Thank to all the staff at Langley House
  • The reception staff are very helpful and do their best for you. The doctors listen and give you their time.
  • It just an amazing practice I have been attending there now for the past 35 years 
 

Cervical smears 

Cervical screening is a free health test available on the NHS as part of the national cervical screening programme. It helps prevent cervical cancer by checking for a virus called high-risk HPV Human papillomavirus (HPV) and cervical cell changes. It is not a test for cancer. 

 

Benefits of cervical screening

England, Scotland and Wales now use HPV primary screening, which is even better as it is based on your individual risk. This means how frequently you are invited for cervical screening is based on your last result and within a timeframe that is safe for you. 

You may be invited:

  • every year
  • every 3 years
  • every 5 years
  • straight to colposcopy for more tests.

The above information was taken from the Jostrust website. If you wish to learn more then please visit their website.

We really encourage when you are invited for your cervical screening that you book an appointment with our nursing team. They are here to answer any questions and to make you feel as comfortable as possible. The benefits to cervical screening outweigh the risks and if any cell changes or high-risk HPV are found you can get the care and treatment you need.

 

Breast Cancer awareness

Each year, about 55,000 women and around 390 men are diagnosed with breast cancer in the UK. It is most common in women who are aged 50 and over.

Most breast cancers are invasive and there are different types. They start in the ducts or lobes of the breast and spread into surrounding breast tissue.

What are the signs and symptoms of breast cancer?

Possible signs and symptoms of breast cancer can include:

  • a lump in the breast
  • thickening of the skin or tissue of the breast, or dimpling of the skin of the breast
  • a lump or swelling in either armpit
  • a change in the shape or size of the breast, such as swelling in all or part of the breast
  • a nipple turning in (inverted nipple)
  • a rash (like eczema) on the nipple
  • discharge or bleeding from the nipple 
  • pain or discomfort in the breast that does not go away, but this is rare.

 The above information was sourced and taken from the Macmillan Cancer Support website. If you would like to learn more about breast cancer please visit their website. If you would like to learn more about breast cancer in men please visit Breast cancer in men

 

Milk! - Breastfeeding drop-in 

Milk! offers infant feeding support for parents/carers, for those who are providing breast milk, mixed feeding or formula feeding. 

Please feel free to attend these sessions in pregnancy if you would like more information about infant feeding. If you wish to attend with your partner/ family member/friend who is supporting you to feed your baby, they are very welcome. 

Milk! Drop in for Chichester is: 9:30am to 11:00am Chichester Family Hub, St James Road, Chichester, PO19 7WX

Details of other drop ins can be found on the Sussex community website

If you would like further information or support please call the duty line on 01273242004 (Monday to Friday 9am - 4:30pm excluding bank holidays) or you can text via Parent line on 07312277163 (Monday to Friday 9am - 4:30pm excluding bank holidays)

 

The Lullaby Trust

The Lullaby Trust raises awareness of sudden infant death syndrome (SIDS), provides expert advice on safer sleep for babies and offers emotional support for bereaved families.

What is sudden infant death syndrome (SIDS)
The sudden and unexpected death of a baby is usually referred to by professionals as ‘sudden unexpected death in infancy’ (SUDI) or ‘sudden unexpected death in childhood’ (SUDC), if the baby was over 12 months old. The death of a baby which is unexpected is also sometimes referred to as ‘sudden infant death’. 

What age babies are most at risk of SIDS? When does the risk decrease?
Around 83% of SIDS deaths happen when a baby is six months old or less. The most vulnerable period is under 3 months but it is important to follow safer sleep advice until your baby is 12 months old.
To reduce the risk of SIDS for your baby, follow the evidence-based safer sleep advice –such as sleeping your baby on their back in a clear sleep space – for the first six months.
After this time, the risk is reduced, however SIDS can still happen so it is best to continue the safer sleep routines you have built up over time.

Does SIDS have any symptoms? 
There is currently no evidence to suggest that any babies who have died from SIDS had any previous symptoms. However, researchers around the world are currently engaged in a number of research projects that aim to find the underlying cause of SIDS and any factors that might suggest that a baby is at a higher risk. The conclusions of this  research may lead to doctors being able to identify whether a baby is at a higher risk, and they could then work with the parents to decrease the risk for that baby.

Information taken from The Lullaby Trust website. If you would like to learn more on SIDS please visit The Lullaby Trust. For advice on reducing the risk of SIDS with safer sleep for babies please visit how to reduce the risk of SIDS for your baby

 

Sage House - Tangmere 

Sage house is an independent dementia support local charity. They are not affiliated with larger, national charities and their aim is to provide direct support to local people. They operate in Tangmere.

What is Sage House?
Sage House is a dementia hub in Tangmere where they offer a range of services under one roof. This includes:

  • Wayfinding advice and emotional support –helping people navigate the dementia journey 
  • Support groups for people facing similar challenges such as early on-set 
  • Wellbeing activities - providing cognitive stimulation, happiness and reducing isolation 
  • Day Breaks respite care - for carers to take a break
  • Personal care - assisted bathing, chiropody, massage and dementia friendly hairdressing
  • Smart Zone - assistive technology showcase
  • Community café - open to all 
  • Community outreach - providing activities and advice in local community venues.

What is “Wayfinding” or “Wayfinders”?
Wayfinding is Sage House’s free of charge advice and emotional support service; available on the phone, face to face at Sage House, or at the Community Outreach sessions. Each person who contacts the service is assigned a Wayfinder and same Wayfinder supports them throughout, becoming a “professional friend”. The service is open to all including    family members and carers. 

What does it cost to attend Sage House?
It costs nothing to go to Sage House. The Wayfinding advice, wellbeing activities and community outreach are all free of charge. There is a means tested charge applied for the day breaks respite care and a small charge for personal care services (this is subsidise as much as possible).

How is Sage House funded?
They aim to raise £1m each year through their fundraising including appeals, community events, charitable grants and partnerships with local companies. They receive less than 4% of their annual income from statutory sources. 

Do people need a referral or diagnosis to attend?
No! Their services are open to anyone with a concern about dementia or memory loss, whether they are diagnosed, pre-diagnosis, or if they choose not to get diagnosed. GPs are encouraged and other medical professionals to “refer” patients to Sage House to help them find locally available support.

Where can you find out more?
Information sourced from Sage House. Visit the Dementia Support website, call on 01243 888691 or email info@dementiasupport.org.uk

 

Chichester Wellbeing

Friendly Wellbeing Advisors offer confidential advice and support to improve clients health and wellbeing.
All appointments are free and held over the telephone or face-to-face at their office in Chichester: 3 Market Road, Chichester PO19 1JW

What is offered: 

  • One to one appointments for eating well, losing weight, being more active, sleeping better and reducing stress
  • Alcohol reduction support 
  • Stop smoking service
  • NHS health checks
  • Workplace health visits 

For more information or if you have any questions: 

 

Healthy walks 

HeartSmart walks programme 

The HeartSmart walks programme provides volunteer-led guided walks at locations around the Chichester District with two to three walks per week throughout the year.

These walks are designed to cater for all ages and abilities, offering an opportunity to exercise and meet new people in a safe and friendly environment.

Booking
You must pre-book onto the HeartSmart walks in the current programme. To book your place, please visit the Chichester District Council website

 

Wellbeing Home 

  • Do you struggle to keep your home warm affordably?
  • Could you be at risk of fuel poverty? 

You can access support and find out whether you are eligible for grants of funding and receive practical energy advice and information about keeping warm and healthy in your home.
This service is for private tenants as well as home owners.

For more information contact Citizens Advice on 01243 974063

 

Community Transport Chichester

The Chichester depot provides a Dial-A-Ride service which provides vital independence if someone is isolated due to age, disability, rurality or income. It allows someone to make their own travel arrangement and participate fully in their community without being reliant on friends or family.

Dial-A-Ride will pick you up from your door in a wheelchair-accessible minibus, with a trained driver who can help you get from A to B as smoothly as possible.

They can take patients to the local shops, garden centres, to medical appointments or perhaps to see friends or family by booking just a few days in advance.

Patients will need to register as a member before booking a Dial-A-Ride journey. Chichester - Community Transport Sussex or phone 01243 210803.

They are thrilled to have joined forces with the adult care centre, Terry’s Place in Chichester, as a partner in delivering services in Chichester.

Terry’s Place provides a sanctuary for family and friend carers needing a break, or loved ones who are lonely or isolated, requiring social or emotional stimulation and support.

They can transport patients to and from the centre, giving piece of mind that they will be assisted and transported safely to and from home.

They are also looking for travel buddies, volunteers to take patients to and from doctors’ appointments.

The Travel Buddy Scheme recruits volunteer drivers to use their own vehicles (mileage will be paid) to transport people to their local GP Surgery or hospital for appointments and return them home again. For those with a bit of spare time this will provide a much needed service to more vulnerable patients.

Contact:
Telephone: 01243 210803
Email: chichesterenquiries@ctsussex.org.uk
Booking lines open: 9:00am to 12:00pm Monday to Friday

 

Ideas

If you have any ideas for a future newsletter that you feel would improve patient understanding of the NHS, please do let us know by contacting us online

Published: Dec 19, 2023