Clements Surgery ranked number one nationally for its utilisation of eConsult
With over 18,000 registered patients, one of the biggest challenges facing the Clements Surgery in Haverhill is patient access to GP appointments. To help alleviate this problem, the Surgery has introduced the highly innovative eConsult system to ensure that appointments are only allocated to those that need them.
eConsult is an online appointment service, accessed through the Surgery website, in which the patient is prompted to provide information that describes their symptoms by completing a health questionnaire. This questionnaire is then submitted to the Surgery where it is reviewed by the clinical team within 24 hours to decide whether an appointment is required or not.
Following the successful introduction of the system back in December, recent data has demonstrated that the Surgery is receiving and processing the highest number of eConsults in the entirety of the United Kingdom.
Dr David Brandon, Clinical GP Lead at Christmas Maltings and Clements Surgery said: “By implementing an alternative to the traditional telephone booking service, the Surgery has placed itself at the forefront of innovation in primary care. In the first two months of the system being live, Clements Surgery has been rated the first nationwide for the number of eConsults being processed, with over 650 being submitted every week. All patients that have needed to be seen following the triage process have been, and all within the timescale dictated by their clinical need.
The introduction of eConsult has successfully reduced the amount of time patients spend waiting on the telephone trying to contact the Surgery and the amount of wasted clinical time as self-help or administration advice can be provided by email or telephone instead. The staff at Clements Surgery have been working extremely hard to improve services for the local population and will continue to do so in the year ahead.”
The data demonstrates that the number of patients currently using eConsult represents 1 in 20 of the entire practice population, with 100% of the submitted eConsults being responded to by the end of the next working day. The Surgery is also providing other, more conventional GP services such as the management of long-term conditions and end of life care.
The Surgery have not yet publicly announced the launch of this new service to allow the Surgery staff time to complete their training on eConsult using only a small percentage of patients, and to identify patients where eConsult is not the correct solution.
Clements Surgery, which is managed by Suffolk GP Federation, will eventually request all patients to use eConsult to contact the Surgery. Those who cannot, for example patients who are unable to use a computer, will still be able to contact the Surgery via the telephone.
Andrew Cutting, Service Manager at Christmas Maltings and Clements Surgery said: “We hope patients have recognised there is more flexibility with appointments. We listened to patient feedback and have created follow up routine appointments as a result. Unfortunately, this has caused an increasing number of patients to “not attend”. In January 2020, the Surgery experienced 173 did not attends, of which 41 were GP appointments. This means 41 people who wanted to see a GP were unable to because other patients did not turn up or cancel. Please can we ask all our patients to keep or cancel their appointments and help us to continue to improve.”
Following their improved rating in the most recent Care Quality Commission (CQC) inspection, the introduction of eConsult is just one of ways that the Surgery is continuing to improve the services they provide by making it easier for patients to access appointments.
Coronavirus: Public Information
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Germs can live on some surfaces for hours. To protect yourself and others:
- Always carry tissues with you and use them to catch your cough or sneeze.
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This is the best way to slow the spread of almost any germs, including Coronavirus.
For further information, visit the GOV.UK website here.
Christmas Maltings and Clements Practice Patient Newsletter
Dr David Brandon gives us an overview of 2019, highlighting the Surgery's successes, and details of our upcoming plans.
Read the full newsletter here.
Local Haverhill GP Surgery receives an improved rating by the Care Quality Commission (CQC)
Following a Care Quality Commission (CQC) inspection held on 21st August 2019, Christmas Maltings, Clements and Kedington Surgery has been rated ‘Requires Improvement’.
Among the reasons for the Surgery’s improved rating the CQC highlights:
- Improvements had been made in relation to information to deliver safe care and treatment.
- Patients were given appropriate and timely information to cope emotionally with their care, treatment or condition.
- The practice demonstrated commitment to using data and information to support their decision making.
- The quality of care was improved by listening and responding to complaints.
Dr Tom Curtis, Primary Care Medical Director for the Suffolk GP Federation, was delighted with the news. He said:
“The CQC have recognised the progress we have made at the Surgery this year and this is a testament to our extremely hardworking, dedicated staff. We recognise that we still have improvements to make, but we have ambitious plans for the future.
“Key medicines safety and safeguarding systems have been recognised as robust, and we therefore have a secure platform to build from. We have to look at new ways of working in the light of an ongoing GP recruitment and retention crisis, and we are optimistic that eConsult will facilitate more convenient access to our well-regarded team.
Lois Wreathall, Head of Primary Care, NHS West Suffolk Clinical Commissioning Group, said:
“It is certainly pleasing to see that positive progress is being made and that services have been given an overall ‘good’ rating for their safety. There is certainly more work to be done and we know that staff are working hard to deliver the required improvements for their patients. We want people in Haverhill to be able to access the best possible primary care and we will continue to support the practice over the coming months.”
Andy Yacoub (Chief Executive of Healthwatch Suffolk) said:
“It is good news that the practice has improved and is now rated as ‘Requires Improvement’. This can only be a positive development for people in the local area and also for staff working at the practice, which faces some unique local challenges. From our perspective, it is also pleasing to note that the CQC has identified improvement with respect to patient complaint responses.
“With all of this considered, there is of course still room for improvements to be made at this practice. We want to support this and have been talking to the Suffolk GP Federation about ongoing opportunities to engage patients about their experiences. This includes making sure that people are aware of the opportunity to feedback direct to us by having a clear route to our Feedback Centre from its website. We believe strongly that a continued focus on listening to people’s views, and learning from them, will support service planning in response to this latest inspection outcome. Importantly, it will be essential that the practice is transparent and communicates with local people about all of the things it is doing to respond to their feedback."
The CQC previously rated Christmas Maltings, Clements and Kedington Surgery ‘Inadequate’ after their inspection in January 2019.
The CQC carries out regular, planned inspections of GP practices across the Country and provide detailed feedback and overall ratings; Inadequate, Requires Improvement, Good or Outstanding.
Individual ratings for Christmas Maltings, Clements & Kedington Surgery were:
- Are services safe? – Good
- Are services effective? – Requires improvement
- Are services caring? – Requires improvement
- Are services responsive? – Inadequate
- Are services well-led? – Requires improvement
The full report can be read here.
Steeple Bumpstead Surgery to become a branch of the Christmas Maltings and Clements Surgery in Haverhill
From 31st October 2019, the Steeple Bumpstead Surgery will become a branch of the Christmas Maltings and Clements Surgery in Haverhill.
This change is happening because, as a small, stand-alone surgery it became difficult for the current provider, ‘Provide Community Interest Company’ (CIC), to attract and retain staff.
The provider of General Practitioner (GP) services at the Steeple Bumpstead Surgery will also change from Provide Community Interest Company CIC to the Suffolk GP Federation.
The revised opening times for the Steeple Bumpstead branch will be:
- Tuesdays - 08:00 to 18:30
- Wednesdays - 08:00-13:00
- Thursdays - 08:00 to 18:30
When the Steeple Bumpstead branch is closed or appointments are not available, patients will be invited to attend either the Clements or Kedington branches of the Christmas Maltings and Clements Surgery where they will have access to a full range of general medical services.
To ensure all patients have access to the services they will need in the long term, Suffolk GP Federation are actively recruiting one additional doctor and a nurse to support up to 2,500 new patients at the Christmas Maltings and Clements Surgery.
Both the Christmas Maltings and Clements and Steeple Bumpstead surgeries will be closing at 3pm on Wednesday 30th October to allow time for the IT transition to happen. Christmas Maltings and Clements will re-open the following day (31st October) and Steeple Bumpstead will re-open on Tuesday 5th November.
During this closure, more appointments will be made available for both Christmas Maltings and Clements and Steeple Bumpstead patients, but will be held at either the Clements or the Kedington branches.
West Essex Clinical Commissioning Group (CCG) will be holding an information event on Monday 28th October at 7pm in the Steeple Bumpstead Primary School, Bower Hall Drive, Steeple Bumpstead. Representatives from the Christmas Maltings and Clements Surgery and West Essex CCG will be present to answer any questions you may have.
From 31st October, Steeple Bumpstead patients who need an appointment should ring the reception at The Christmas Maltings and Clements Surgery on 01440 841 300.
Further information can be found by here.
Diabetes in Pregnancy: Updating the Tommy's Planning for pregnancy' Tool
An online tool for anyone planning a pregnancy has now been updated to include specific information and advice for women with diabetes, to ensure the best possible chance of a healthy pregnancy.
Women with Type 1 and 2 diabetes have an increased risk of adverse outcomes associated with poor pregnancy preparation, when compared to women who do not have diabetes. Working with clinicians across the region, the East of England Diabetes Clinical Network has supported Tommy’s, the pregnancy charity, to update its ‘Planning for Pregnancy’ digital tool to give women with diabetes more information and advice. This includes specific advice about the risks associated with an unplanned pregnancy for women with diabetes and what steps women can take before getting pregnant.
The updated Planning for Pregnancy tool is available on Tommy’s website at the link below, or simply by typing ‘planning for pregnancy’ into your web browser:
Camps Hill branch temporary closure due to staffing shortages
The Camps Road branch of Clements & Christmas Maltings Practice in Haverhill has been closed temporarily due to staffing shortages.
Patients with appointments at the branch will be contacted by the surgery and asked to attend the Clements branch in Greenfield Way or the Kedington Branch instead.
The community oncology, paediatric and ultrasound clinics will continue to be run as normal from Camps Road.
Patients can access appointments with these clinics by using the front door of the neighbouring Haverhill Family Practice.
Additionally, from June 3rd the Kedington branch will be running nurse appointments from 8am to 1pm and from 2pm to 6.30pm from Monday to Thursday.
Both the Kedington and Clements branches of the practice will remain open as normal.
Lois Wreathall, Head of Primary Care for the NHS West Suffolk Clinical Commissioning Group, said: “The Camps Road branch has had to close temporarily due to staffing issues.
“The main access door was locked on Friday morning (May 17th) and the branch will remain closed for the foreseeable future.
“Patients registered at Camps Road will still be able to make appointments but will have to travel to the Clements or Kedington branches in the meantime.
“The community clinics run from the site by teams from West Suffolk and Addenbrooke’s hospitals will continue as normal from the site.”
24th May 2019 – Comments from Chair of the Patient Participation Group (PPG)
Christmas Maltings and Clements Practice operates from 3 sites. Camps Road (right hand side) of Christmas Maltings, Kedington and The Clements on Greenfields Way. It is publicly known that 2 years ago the Practice was in difficulty through a combination of high numbers of patient’s attending the clinic and a shortage of GPs.
The introduction of a high calibre multi-disciplinary team of clinicians combined with the recruitment of new GPs and the use of Locum Doctors has significantly improved the situation and as part of that re-structuring, and to build better resilience a decision was taken 18 months ago to reduce the Camps Road – Christmas Maltings site – to a limited nurse-led practice, with all Doctors appointments being run from The Clements and Kedington. The Camps Road site is also used by WSH and Addenbrookes for outreach clinics, including the ultrasound.
The recent closure was due to the shortage of Administration staff and affected only a few patients who were scheduled to see the nurse. To help off-set this unexpected event, additional appointments were arranged at Kedington Surgery.
CHAIR of Patient Participation Group
Christmas Maltings and Clements Surgery
6 good reasons to use your local practice dispensary
- Expert dispensary care
- Caring staff that know you
- Repeat prescription ordering
- One-stop convenience
- The NHS payment for your prescriptions can be used to improve other surgery services
- A team of health care professionals on site to answer questions
Home delivery service & Card payment facility
We are always happy to help you…………. Just ask us, today!!
You may be aware of a recent fine issued to Bounty, a pregnancy and parenting club, by the Information Commissioner for sharing information with third parties without making the public aware. You can find more information by clicking this LINK. The practice takes privacy and lawful use of information seriously and works hard to ensure that our service providers, partners and suppliers are trustworthy and compliant and although the practice is not directly affiliated with Bounty, we have looked into the matter to provide our patients with reassurance.
Should you have any questions or concerns, please do let us know.
Starting from the 15th April, Christmas Maltings and Clements practice will be introducing a new and streamlined process for the management of most longer-term medical conditions. This will improve your care and make it more convenient for you.
The new system will involve a comprehensive assessment for ALL of your longer-term conditions to be undertaken by one of our Nursing Healthcare team, face to face every year, all at ONE appointment.
All of the results of this, assessment and tests will all be examined by a GP or a Senior Clinician such as a Pharmacist. If all is well, you will be informed of the outcome automatically and no further action is needed. If you are not on target, a Senior Clinician will either have a telephone consultation with you or you will be booked in for a face to face appointment with a Nurse.
Because of this change, you may be surprised to be recalled earlier or slightly later in the year than normal. When you are invited for a review, it is really important that you call the surgery as soon as convenient in order to book this, as we are trying to ensure that people are seen evenly across the year - with no bottleneck for appointments. We appreciate it can be very frustrating if you are asked to book something, but no appointment is available for you so the new system should help avoid this.
If you have any questions about this, please feel free to ask any member of the practice team.
A new dispensary service has been launched at the Clements doctors’ surgery in Greenfields Way, Haverhill, with a home-delivery service being planned for later in the year.
A dispensary currently operates out of the Christmas Maltings Surgery, Camps Road and Kedington Surgery, School Road, both run by the Suffolk GP Federation, but they have been under-used with only 40 per cent of listed dispensary patients still collecting their medication from these locations.
In order to offer a new improved dispensary service, the proposal is to offer a home-delivery service in the near future available to the wider community that is to be located at the Clements surgery in Haverhill.
Patients who currently collect their medication from the Christmas Maltings Surgery will need to collect at the nearby Clements surgery when their prescription is written by their doctor or prescribing nurse. Kedington Surgery patients will still be able to collect in the usual way.
Andy Cutting, Practice Manager at Christmas Maltings and Clements practice said: “We believe the new dispensary service will be an improvement for patients, offering those with prescription requirements a greater level of immediate convenience, improved safety and care and better parking.
“Additionally, it will be open for longer from 8.30am-6.30pm Monday to Friday instead of Monday to Thursday 0830 – 1800 and Friday 0830 to 1700”
“We think this will be particularly useful to patients who can collect their prescriptions and medication from the same surgery. Our aim is to ensure the forthcoming home-delivery service enables us to cater for those who have particular difficulty in collecting their prescriptions.”
The Suffolk GP Federation is a not-for-profit organisation that works to protect the interests of general practice and ensure patients continue to receive the very best care.
Important changes to the dispensary service:
Important notice: From the 11 March 2019 the dispensary will re-locate to the Clements Surgery site, Greenfields Way, Norton Road in Haverhill.
This move will allow us to offer you longer opening times - Monday to Friday 08:30-18:30 Hours and provide you with a quicker service. This is because the clinicians issuing the scripts are also located on this site.
The Kedington site will continue to open from 11.00 -12.00 Monday to Thursday for medication collection.
The Dispensary at the Christmas Maltings Site will cease to operate from 13:00 hours on Friday 8 March 2019.
We appreciated this may cause inconvenience to some of our patients, for which we can only apologise.
In order to offer a new improved dispensary service, we will, in the near future, be able to offer a home-delivery service. More information will follow.
The new direct dial for dispensary is 01440 841339.
A statement from the Christmas Maltings and Clements Surgery:
We have been made aware of an information governance incident at the Christmas Maltings and Clements Surgery in Haverhill.
It would appear that a member of staff believed a patient list to be scrap paper, and wrote information on the reverse for the assistance of another patient. As a result, patient information has been posted to a closed social media group.
While some of the personal information was redacted, we understand there is still a risk that patients could be identifiable to the members of the group. We know that three patients have been affected by this incident and each of them is being contacted.
We recognise that patients have every right to expect personal data to be secure and private and we would like to sincerely apologise for this incident.
We have reported the incident to the Information Commissioner's Office (ICO) and are working urgently to discover exactly how this happened. The information has been removed from view on the social media site and we do not anticipate any further issues.
We want to reassure our patients that confidentiality is paramount, and we will improve our processes to ensure this does not happen again.
If anyone has any concerns, they should contact our Data Protection Officer Emma Cooper, PgDip Information Rights Law and Practice - Kafico Ltd Email: firstname.lastname@example.org
How the practice will operate
Other than those for nurse or healthcare assistant clinics (e.g. blood tests or routine clinics for long term conditions such as diabetes), appointments will only be available on the day that you call.
When you contact the practice you will speak to a Care Navigator who will treat your call with the same level of confidentiality as our clinicians.
The Care Navigator will direct you to the most appropriate specialist clinician to meet your needs, which may not necessarily be a GP. You will be offered two alternative appointment times to choose from.
On busy days we will prioritise appointments for those patients who we have determined as clinically urgent.
When no appointments are available, you will be directed to alternative sources of advice (such as NHS 111 or the NHS Choices website) or asked to phone back the next day.
Patients who believe they need a home visit are asked to request this before 10am.
The practice is no longer able to provide certain services such as routine ear syringing.
Aged 65 and over? You are entitled to have a Pneumoccal vaccination. The vaccine protects against serious and potentially fatal pneumoccal infections. People over 65 only need a single pneumoccoccal vaccination which will protect you for life.
Additional appointments out of hours
We offer additional appointments for patients out of hours, allowing people to see a clinician at a convenient time that fits in with their working day.
Additional appointments are held at Clements Surgery on:
Thursday - 6:30pm - 8:00pm
Saturday - 9:00am - 12:00pm (Midday)
Please speak to our reception team and we will be able to book you in at a convenient time.