PATIENT HELPDESK FOR HOSPITAL APPOINTMENT QUERIES
The Covid19 pandemic has added to the strain on all NHS services. As a result of this, waiting list times for outpatient and specialist appointments and procedures have increased for everybody.
We appreciate that this can cause worry and uncertainty about when you will eventually receive an appointment. The practice has no direct access to the hospital appointment lists.
If you have been referred by your GP/are waiting for :
- An outpatient appointment
- An appointment for hospital tests (eg scans)
- A date for an operation or other treatment
- A follow-up from your hospital team
and you have a query about what is happening, please contact the Patient Helpdesk on 0800 048 5800.
Only call the practice if your condition has genuinely deteriorated, when you will be reviewed by one of the clinical team and appropriate action can be taken in regard to your care.
ZERO TOLERANCE - IMPORTANT INFORMATION
MOAT HOUSE SURGERY
The Moat House Surgery takes it very seriously if a member of staff or one of the Doctors or Nursing Team is treated in an abusive or violent way.
The Practice supports the governments ‘Zero Tolerance’ campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide services, a mutual respect between all the staff and patients has to be in place. All our staff aim to be polite, helpful and sensitive to all patients’ individual needs and circumstances. We would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time. The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.
However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.
In order for the Practice to maintain good relations with their patients, the Practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:
- Using bad language or swearing at Practice staff;
- Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving;
- Verbal abuse towards the staff in any form including verbally insulting the staff;
- Racial abuse and sexual harassment will not be tolerated within the Practice;
- Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot;
- Causing damage/stealing from the Practices’ premises, staff or patients;
- Obtaining drugs and/or medical services fraudulently.
We ask you to treat your GPs and their staff courteously at all times.
Removal from the Practice list
A good patient-Doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-Practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the Practice, that they should find a new Practice. An exception to this is an immediate removal on the grounds of violence, e.g. when the Police are involved.
STAFFING UPDATE - AUGUST 2021
Social & Health
The surgery benefits from a variety of staff who focus on the social and health wellbeing of patients:
Heather Simlo is the Surgery’s Social Prescribing Link Worker who helps to support our patients who may be lonely or isolated; have complex social needs or are coping with long-term conditions or mental health conditions. Your GP can refer you for support with Heather during a consultation.
Vickie Tonkinson is our Care Coordinator and works behind the scenes. Vickie helps bring together all the information about a person’s care and support needs to create one single personalised care plan, based on what matters to the patient.
STAFFING UPDATE : Clinical Pharmacists are joining our Primary Care Team
We are really pleased to announce that from 1st July 2021 we will be welcoming Clinical Pharmacists to our primary care team to support the care of patients. The engagement of these four new team members is being organised by St Ives Primary Care Network – member practices are: Grove Medical Practice, St. Ives, Moat House Surgery, Warboys, Riverport Medical Practice, St.Ives, Fenstanton and Somersham and Spinney Surgery, St. Ives.
The Pharmacists will be working with us and directly with you, our patients, in all aspects of the safe and effective management of the prescribing of medicines. Part of their work will be undertaking medication reviews – this will include contacting patients to discuss their understanding of the medicines prescribed to them, checking for side effects, considering whether medicine should be altered or changed if they are not working optimally.
The Pharmacists who are joining us are:
We trust you will join us in welcoming them to our team.