We have had a number of patients contact us regarding the recent media coverage on the National Data Opt-Out.
We apologise that at present we cannot offer a full statement, as we are currently awaiting an update from our local NHS Healthcare Commissioning Group. We will offer a further update to patients following a meeting planned with them this week.
In the meantime, we would suggest patients seek advice and information directly from NHS Digital and view our existing Privacy Notice for information relating to our use of patient data, as well as details on the types of ‘opt-outs’ available.
If you have read our Privacy Notice and wish to register a Type 1 Opt-Out*, our main phone line now allows you to leave a message with your request. Please call 01273 480888 and choose Option 5, we ask that you leave your name, date of birth, NHS Number (if known) and a contact telephone number.
We thank you for your patience regarding this matter.
Foundry Healthcare Lewes (08.06.2021)
Further to our earlier statement:
Health Minister Jo Churchill MP has just advised the House of Commons, in response to an oral question from Robert Largan MP, Conservative MP for High Peak, that the GPDPR programme implementation date has been moved back to 1 September 2021 to allow “more time to talk to patients, Drs, and other stakeholders”
Foundry Healthcare Lewes (08.06.2021 @ 14:28)
We do listen and we do value your feedback. We hear your frustrations and understand the difficulties you have found when accessing our services. However please be assured we continue to endeavour to provide a patient-centred service in spite of resource limitations and a national pandemic. We do ask however, that your feedback is constructive and kind. It has been a tough year for everyone.
In response to some of the specific concerns we have heard raised:
“The service we provide has been affected by the merge of the surgeries, it has been a cost-cutting exercise that has resulted in a worse service than before:”
The merge of the three surgeries has meant we have improved access to NHS funding, which is being made available under the new Primary Care Network contract. So rather than being a cost cutting exercise and a reduction in staffing levels, we have in fact invested to increase our workforce in the last year to include; two additional administrative staff, two additional GPs, two Clinical Pharmacists and a Pharmacy Technician, a Reception Manager, a Communications Officer, Two First Contact Practitioners who specialise in Musculoskeletal conditions, and two additional Care-Coordinators. We are also planning to employ a Mental Health Practitioner in the very near future.
However, irrespective of the merge, it is important to note that we too have been affected by the pandemic. Fortunately the safety measures we have put in place in the workplace meant that only a very few members of staff contracted the virus. However, many at some point during the last year had to work from home or isolate or shield because of the virus. This has meant an unprecedented year of staff absences, which has affected the service we have been able to provide. Often we have worked long hours, weekends and bank holidays to cover for our colleagues and minimise the impact on the service we provide.
Often throughout this last year and specifically at present, community services such as District Nurses, Health Visitors and Mental Health Practitioners have been unable to provide a full service, so our team have taken on additional work to cover their shortfall to reduce the impact to our patients as well as providing support when hospital appointments have been cancelled or operations delayed. This has been possible because of the merge of the surgeries and our ability to pool our clinical resources more efficiently but has inevitably impacted on the service we provide. We are only human and there are only so many waking hours in the days.
“Long wait times on the phone”
The pressure and increase in demand on GP services is not unique to us, it is a national issue being reported by many practices. Evidence from NHS digital shows that GP practices are receiving a 20% increase in calls compared to this time last year. Patients have held back during the pandemic and are coming forward with expectations on the service to resume to ‘normal’. Secondary care services are still working their way through their back log, which means patients waiting for hospital appointments are coming back to us. Our staff (who lost bank holidays last year and carried holiday over to assist with the Pandemic) are now, quite rightly, taking much needed leave. Since December 2020 we have been running a completely new, additional service delivering the covid-19 vaccine to our practice population. Staff are working six and sometimes seven days a week.
We are currently in the process of recruiting admin staff to replace some who have recently left and we do sincerely apologise for the impact on our phone lines. We have recently introduced an e-consult service which we encourage patients to use to request advice and treatment from the practice as an efficient alternative to waiting for the phone the be answered. More information can be found here.
We will also re-introduce access to appointments via our online booking service very soon. See our Online Services for further information.
These measures will help to reduce the number of calls being made to the surgery and the length of time you may have to wait for your call to be answered. In the meantime, we are monitoring the calls and endeavouring to ensure maximum staff are made available at peak call times. If your call is not urgent we request you try and avoid calling during the first few hours of the day.
The British Medical Association have released this press release regarding the national issue.
“There is only one telephone number”
This was a cost saving decision because we are one business and it did not make sense to pay for three telephone contracts. However, we have purchased a new telephone system with additional phone lines and the number of people answering the phone has not decreased (except on days when staff sickness was unexpected). So although hearing you are 40th in the queue is alarming, there are at least 8 people answering the phone and up to 16 staff at our peak times. They really are doing their best to get to your call as quickly as possible and we monitor calls regularly to try and work out what is causing the delays.
The new phone system provides us with reporting and the facility to listen to calls for the purpose of reviewing the service we provide. Work is ongoing analysing the reports to inform our recruitment process.
“Why can’t I have a face to face consultation with my Doctor?”
Throughout the pandemic we have continued to offer a service from 8am to 8pm seven days a week. This had to be delivered differently, in accordance with the ever-changing guidelines, to ensure we kept our staff and patients safe. The low infection rates in the Lewes are testimony to how well we are doing this.
Phone or video consultations have made up the majority for patient contact, with face to face contact were clinically indicated. We understand your reservations regarding the effectiveness of a phone or video consultation, it has been a learning curve and new experience for us too. However, it has proven to be extremely affective and we will continue to use these methods for patient contact where appropriate.
See this BMA article from Sept 20′ – New ways of working but GP practices still open, protecting and caring
“The surgery has been privatised”
Please be assured we are very much an entirely NHS organisation and nothing has changed in this regard.
“My old surgery was much better”
We are still here. The merge of the surgeries has meant we have been able to improve continuity of care for those patients with an ongoing condition by ensuring their regular GP or a member of their small team contacts them. For those patients who need access to our services more urgently we have increased “on the day” access by moving GPs to the Urgent treatment centre where they work alongside the Advance Nurse Practitioners who have the expertise to treat minor ailments and injuries.
“The staff don’t care”
This could not possibly be further from the truth. We are proud of the caring attitude our staff demonstrate. We are all human and on occasion our staff are on the receiving end of some quite inappropriately hostile behaviour. It is disheartening to read that some have had the experiences they have, especially when we have all been working so hard to provide services to our patients, in what has been some of the most exceptional circumstances.
We welcome your feedback but request that this is delivered in a constructive and kind way.
Foundry Healthcare Lewes (11.05.2021)
All information regarding our Covid-19 Vaccination programme can be found by following the link below to our dedicated Covid-19 vaccine website page.
We are asking that patients refrain from calling and emailing the surgery asking about the vaccine. Our staff are incredibly busy, with both the vaccine rollout and dealing with our usual daily enquires/bookings. Our resources and phone lines need to be kept clear for those most at need.
Do be reassured that you will be contacted when it is your turn for the vaccine.
The website is being updated regularly, so please continue to check here.
We would like to apologise to those patients who have experienced a longer than usual wait for a response when calling the surgery recently.
There have been a number of issues that have impacted on our resources and affected this service and we are addressing all of these as efficiently as possible, to improve the situation . This includes offering e-consultations, re-introducing appointment booking online and recruitment of staff.
We do value your feedback and appreciate your patience.
Foundry Healthcare Lewes (27.04.21)
We are now offering online consultations through eConsult.
Whether it’s an appointment you need, general advice, self-help or an administrative query, we would like you to complete a quick online consultation so we have all the information we need to address your needs and arrange the appropriate care and advice.
See here for further information and instruction on how to start your eConsult today.
Patients aged 45+ can now book their vaccine via the National Booking Service. This is for vaccination at one of the larger vaccination sites or pharmacy.
GP led vaccination sites, like Foundry, are waiting on further instruction from the JCVI before they can begin offering these patients vaccination at their sites.
Please be assured, we will contact you should we be instructed to begin inviting patients in this group.
The MHRA is carrying out a detailed review of reports of a very rare blood clotting problem affecting a small number of people who have had the Oxford/AstraZeneca vaccine.
The problem can also happen in people who have not been vaccinated and it’s not yet clear why it affects some people.
The COVID-19 vaccine can help stop you getting seriously ill or dying from coronavirus.
If you have already had your vaccination, there is no change to your planned second dose unless you had had significant side effects with the first dose.
Call 111 immediately if you get any of these symptoms starting from around 4 days to 4 weeks after being vaccinated:
If you are due your second dose vaccination, you will be contacted by our vaccination team as you approach the 12 mark since your first vaccination to arrange your appointment.
Please do not contact us unless you are concerned that you have gone passed the 12 week mark from your first vaccination.
For people under 30 without other health conditions, it’s currently advised that it’s preferable to have another COVID-19 vaccine instead of the Oxford/AstraZeneca vaccine.
If you choose to have another COVID-19 vaccine you may have to wait to be protected, but an alternative to AZ will be made available to you by the NHS.
You may wish to go ahead with the AZ vaccination after you have considered all the risks and benefits for you.
The NHS will contact you when it is your turn to receive your vaccination.
We have received notice that the NHS has added 1.7million people nationally to the list of those considered Clinically Extremely Vulnerable to complications from Covid-19 (also known as the Shielded Patient List). If you have been added this was through central NHS identification rather than by us as a GP surgery.
Those newly added will receive a letter from the government notifying them. We will be able to offer newly-added patients vaccination against Covid-19 as a priority. Please do not contact us about this. We will identify you directly from government lists and invite you in as soon as we have supply of vaccine and appointment availability.
Foundry Healthcare Lewes (18.02.2021)
Following an update from NHS England, GP lead vaccination sites are now to start inviting Clinically Vulnerable patients in Groups 5 and 6, patients with conditions aged 16-69 years.
Those patients in Group 5, 65-69 years, who have no underlying health conditions are encouraged to accept invitation to attend one of the mass vaccination sites. These patients can book their vaccine direct though the national booking service or by calling 119.
This decision has been made nationally as a GP lead vaccine site is better suited to identify those patients who are clinically vulnerable.
The conditions which warrant inclusion in Group 6 are those with:
Further information can be found here.
Group 6 also includes those who are in receipt of a carer’s allowance, or those who are the main carer of an elderly or disabled person, someone who has a severe mental illness or whose welfare may be at risk if the carer falls ill.
The surgery has made a list of all those patients we believe to be in group 6. If you are in this group you should have received a SMS starting you have been identified for this group and will soon be invited to book your appointment. You do not need to take any further action until you receive your vaccination invitation which will likely come by SMS.
*Severe asthma is defined, for the purposes of vaccination, as anybody who has had more than 2 exacerbations of asthma requiring treatment with swallowed steroids in the past year or any patient who has ever been admitted to hospital as a result of asthma. Please note this means those who were kept in on a ward rather than being treated in A+E before discharge. If this does apply please contact us using the email address below and be as specific as you can regarding the dates of your hospitalisation.
If you believe, having read the criteria, that you have one of the conditions listed and should be in group 6 but have not received a SMS please email email@example.com.
Include your name, date of birth, and your clinical details. We will respond as soon as possible but this may take some time as we have a huge number of enquiries. Please try to avoid phoning the surgery with vaccination enquiries.
Foundry Healthcare Lewes (15.02.2021)
Some patients registered at this GP practice will soon be invited to take part in a national survey about their experiences of local NHS services.
It covers issues that concern patients, such as access to care and satisfaction with treatment.
If you receive a questionnaire, please help NHS England by filling it in as soon as possible.
It is really important that we hear your views, even if you have received a questionnaire like this before. Your response will help us to improve GP practices and other local NHS services so they better meet your needs.
Follow the link below for further information, including our results for last year (2020).