January is always the busiest time of year at the surgery, and this January was no different. We were nervous about how this would be, entering the busy season with the new AskMyGP system in place, especially as both staff and our patients are still learning how to make it work for our population here in the Surrey Hills.
So far it feels that we are coping. We have been receiving up to 180 requests per day. The vast majority of requests have been responded to and a plan made within 90 minutes. We anticipate this will improve as we all understand the system better. Around 85% of patients are being dealt with by the Doctor they requested, and 93% say the new system is better than the old one (data captured up until 31/12/19).
On a personal level, I am finding I have to be mentally very nimble keeping up, but I am also feeling that it is improving my relationship with my patients. Instead of feeling quite so fraught through the day, the service feels more personal, and more responsive, so that people haven’t been worrying for weeks before they are seen. So many have thanked me for seeing them so swiftly, to allay their concerns or manage a problem, that it feels personally more rewarding than the slowness of the old system.
If I could offer any advice it would be that, if you are able, you access the system via the website. This allows us to respond to you more quickly and leaves the phone lines open for those who can’t use the online version. I am enjoying being able to send a summary of a discussion via email after the consultation, sometimes with a link to a patient information leaflet, so that patients can read it again later or share it with family. This feels like dramatic progress, but I can only do this for patients who access online.
We continue to listen to your feedback, and are working to create themes of things that aren’t going so well, so we can address these. As well as being able to leave feedback online, we will be discussing the service at the next SALV evening meeting, and can respond to some questions there.
Finally, you may have been reading about National issues with a new GP contract attempting to force us to work more at scale with neighbouring practices. In our area this presents significant issues. You can be absolutely reassured that we are actively engaged with the process and will not allow the local service, that is so dear to us, to be eroded. I will update on this as soon as I am able.
Dr Emma Watts
All at the surgery wish you a Happy & Healthy New Year!
By the time you read this we will be 6 weeks in to our new computer system, AskMyGP. I wrote about the reasons we had to make this change in the December magazine, but now for an update on the bedding in process. There has been a lot of worry about access, about how appointments can be organised, and whether patients will be able to be seen. The actual system seems to be working really well, with patients giving positive feedback about the speed of response and not needing to wait a few weeks. As a doctor, it has felt lovely to be able to respond swiftly, having heard so many complaints about waiting times in the preceding months. In addition, the new ability to have email consultations, and longer telephone consultations has led to some really lovely doctor:patient interactions, which is really positive for doctor and patient alike. I believe we are now able to offer improved access to our working population, and those with mental health problems or other issues that make coming to the surgery more difficult.
The feedback remains predominantly positive, but the main concern seems to be around access and understanding the system. Ultimately, with 75% of access requests coming in through the website, it will free up our phone lines for people who don't use the internet to phone in to request an appointment. Currently this is not working because for every phone call our receptionists have to explain the new system, which is time consuming, and keeps the phone lines busy. Once our patients have tried the system, we hope that they will have more faith in it, and as it becomes more familiar, the phone lines should become much more free.
We are collecting feedback along the way and will be reflecting on this and addressing concerns. We will be providing updates via Twitter @ShereSurgery, via this magazine, and via the SALV meetings. We would like to try to reassure you that our aim is to maintain a high quality service for a rapidly expanding population, whilst also being able to provide speed of access.
In other news, I am delighted to report another award for Dr Helen Barnes. You will remember the surgery won at the National GP Awards 2018 for the Women's Health Initiative. Dr Barnes also lectures nationally on Women's Health with the aim of improving the knowledge of other GPs so they can provide a superior service to their patients. Dr Helen Barnes & Dr Lucy Cox (also from the Women's Health Initiative) have been producing webinars with company Red Whale, and have just won the ON24 Webinar of the Year 2019 for their Menopause webinar, beating multinational companies such as Siemens. (ON24 is an American Tech firm that provides webinar platforms). This is a huge achievement, their excellence being recognised despite stiff competition from very large companies. The highlight for me, was Dr Barnes with her apron on in 'the kitchen' comparing prescribing HRT to making a Victoria sponge cake! We are super proud of you Helen!
Finally, we look forward to helping you with New Year's Resolutions, but also remember that January can be a bleak month. So please be kind to yourselves and make some nurturing resolutions alongside the common ones about stopping bad habits.
Happy New Year,
Dr Emma Watts
The big news from the surgery is the new computer system Ask My GP. The move to providing our services differently was not taken lightly, but as a response to increasing demand for access. We are all living longer, with more complex problems, whilst getting used to instant access to services.
I spoke about this on Radio 4's Farming Today on 19th November as it is as significant problem affecting General Practice nationally, with GP numbers falling at the same time as demand is increasing.
The old 10 minute appointment system had become unfit for purpose, & increasingly unsafe.
Change is always difficult, & it will take both Doctors & patients time to get used to the new way of working. We hope it will mean that people who want instant access, email & telephone consultation, will be helped swiftly online, keeping the phone lines less busy for those who don't use the internet. Complex patients will be managed better, and unnecessary trips to visit us can be avoided. The service aims to manage everyone the same day, thereby avoiding the wait to be seen.
Ask My GP told us not to announce the full detail of the change until the actual day (although we did talk about it at the SALV meeting) because we were already struggling to meet demand, and simply had no capacity to manage people panic booking appointments.
There will be teething issues as we work to adapt this service to suit our patients. Your feedback is important, both good and bad, so we can reflect on it and adapt. We are proud to provide services to all of our local villages. Please trust that this change was a very considered decision, with the aim of maintaining high standards, alongside continuity of care from us, a group of Doctors that you know well, rather than partnering with a faceless external provider.
I will update you on our progress, and I will continue to represent our local needs at the General Practice Committee, UK.