Avisford Medical Group - Practice News

Christmas opening

Message for all patients

We wish all of our patients a very merry Christmas and happy New Year.

During the upcoming festive season the surgery will be closed on the following dates:

  • Monday 25th December 2023
  • Tuesday 26th December 2023
  • Monday 1st January 2024

On these dates, please remember that support can be obtained through the following services:

  • NHS111, either by calling 111 from your mobile phone or landline, or online at 111.nhs.uk
  • NHS999, for life threatening emergencies that cannot be resolved through NHS111, by calling 999 from your mobile phone of landline

For pharmacy opening times during this festive period, please click on the link below.  You can access a PDF document from this page:

https://www.healthwatchbrightonandhove.co.uk/news/2023-12-12/pharmacy-opening-times-christmas-new-year-202324

We hope that everyone remains safe.

Avisford Medical Group

Appointment cancellations

 

Following recent feedback provided and gratefully received, we are introducing the following change to be used when you wish to cancel your surgery appointment.

If you need to cancel your appointment please text the following details to 07598 115351:

  • Name
  • Date of appointment
  • Time of appointment
  • and the word CANCEL.

We will not accept incoming calls to this number and will not make call-backs based on messages received if requested.

We hope that this will improve interaction with the surgery for those of you with mobile phone devices and will free up telephone capacity for those that do not.

Avisford Medical Group (June 2023)

Mental Health support

We have increased our availability for Mental Health support within the surgery for patients over the age of 18.  This includes matters relating to low level anxiety, depression, bereavement support, family issues, generally not coping, work related stress and self isolation.

These are pre-bookable appointments and can be either face to face or by telephone.

Please contact our team on either 01243 551321 or 01243 583596 to make an appointment.

(Message: April 2023)

Youth Emotional Support (YES)

We are pleased to announce that Avisford Medical Group are running a pilot scheme for the Youth Emotional Support Service (YES).  This scheme is for young people aged between 11 - 18 years of age, who might be experiencing matters related to general wellbeing, school attendance and also feelings of anxiety or depression.

These appointments can be face to face or through a telephone call and are pre-bookable.

Contact our team on 01243 551321 or 01243 583596 to book an appointment.

(Message: April 2023)

PATIENT INFORMATION: missed appointments

Message to all patients and request for help to help us support you with your health care.

During the months of January through to March a total of 327 appointments were not attended. This means that an appointment was requested and booked which subsequently the patient did not turn-up for or attend.

One common concern that continues to be raised with us is that it can be difficult to obtain appointments as a patient.  We understand this frustration and for this reason we are looking at ways of working that can help support you, which generally involves recruitment of clinical staff to support your needs.

The 327 appointments that were missed in July equals 83 hours of wasted clinician time that could have been offered to other patients who might have had greater need for the appointment than the patient who did not attend.

For this reason we would ask you to consider if your appointment is necessary and if no longer required that you contact the surgery to cancel your appointment so that it can be offered to others.

Please help us to support you.

Yours sincerely,

Avisford Medical Group

(Message: April 2023)

Apology to all patients of the surgery

Dear patients,

Following on from previous and recent messages shared, we would like to express our sincere apologies for any problems that people have experienced recently when trying to contact the surgery by phone and since the new telephony system was introduced at the surgery.

We are aware that patients have faced ongoing problems with being cut-off and with generally trying to make contact with our team via phone.  After some lengthy teething problems we have now resolved this initial problem and patients should find that after listening to a short introductory message, that you will be placed in the queuing system with a queuing position and estimated wait time provided, which we had anticipated being the case from the outset last week.

As per our message, it would greatly assist the team if calls made to enquire about test results or for general enquiries are delayed until after 11:00 each morning, as this will allow the phone lines to remain more readily available for those patients trying to book appointments with our clinical team.  General enquiry calls generally take longer to resolve and can cause significant backlogs on the telephony system if made early in the morning.

To provide to you some information regarding the volume of calls received by our team each morning, we consistently manage over 780 calls between the hours of 8:30 and 11:00 each morning.  We have six reception team members available to answers calls between these hours, which means that each team member is managing approximately 52 calls during this time.  The complexity of these calls varies greatly which means that there is not an expected call handling time, which is why we ask for the sometimes more complex general enquiry calls to be delayed until later in the day and in doing so we hope that this will help to improve the service that you receive.  However, this does not excuse the recent problems that you have all faced.

Again, the main purpose of this message is to apologise to all patients for the recent service that you have experienced.  Our hope is that you will soon experience a much improved telephone experience.

Yours sincerely,

Avisford Medical Group

(Message: February 2023)

Telephone problems

Please accept our sincere apologies for any issues that you are currently experiencing when trying to make contact with the surgery.  We are aware of some technical problems and are working hard with our telephony provider to try and resolve this.  Please rest assured, you are still able to contact us.

We are hoping to have a solution to this problem very soon and we understand the frustration that this is causing.  We will endeavour to keep you informed of the progress that we are making and appreciate your understanding whilst we resolve this matter.

Thank you to those patients who have provided feedback about your experience, which in-turn will enable us to improve the service that we offer.

(October 2022)

Patient notice

On Wednesday 5th October 2022 we will be closed for essential staff training between 12:30 and 18:30.
 
We would ask that you only attend our Yapton Surgery if you have a pre-booked nursing appointment.
 
Should you have urgent medical needs during this time an alternative phone number will be provided within the pre-recorded telephone message from the surgery. NHS and other primary care services will remain available on the day including local pharmacies, NHS111 and NHS999.  
 
We will be open as usual from 8:30am on Thursday 6th October.  Thank you for your understanding.
 
(Message: 4th October 2022)

Monday 19th September (Bank Holiday)

We join with the rest of the country in mourning the death of Her Majesty Queen Elizabeth II and share our heartfelt condolences with the Royal Family.
 
The government has announced that Monday 19 September 2022 will be a national bank holiday to allow people to pay their last respects to the late Queen on the day of her State Funeral.
 
We will be closed on Monday and will reopen as normal on Tuesday morning.
 
Thank you to all patients who have been so accommodating and understanding of this decision.
 
During Monday if you need urgent health help or support there will be some pharmacies open on the bank holiday. Visit the NHS website and search “find a pharmacy NHS” to find an open pharmacy in the local area. For all other urgent health needs over the weekend and the bank holiday, contact NHS 111 online www.111.nhs.uk or by phoning 111 for expert advice and support, and signposting to an appropriate service if needed.
 
If you need mental health support over the Bank Holiday, the Sussex Mental Healthline offers crisis care for people in urgent need of help with their mental health. It is available 24 hours a day, seven days a week on 0800 0309 500.
 
Please only go to A&E or Emergency Departments if it is a life-saving emergency.
 
See more about the services open this weekend, including the pharmacies open over the weekend: Know your services - Sussex Health & Care Partnership (sussexhealthandcare.uk)
 
(Updated: 15th September 2022)

Contacting the Surgery

Please remember that Avisford Medical Group has two surgeries with different telephone numbers:  01243 551321 for Yapton and 01243 583596 for Middleton

Either telephone number can be used to book appointments and patients are able to use either surgery.  All of our staff cover both sites and manage appointments for both surgeries. 

(Added: 7th September 2022)

 

PATIENT NOTICE

(25th August 2022)

Please can all patients be aware that the following modes of transport are not permitted for use within the surgery:

Bicycles, skateboards, scooters and any form of roller-skate must not be used on surgery grounds

Please remember that the surgery is used by other patients, both young and old, some of whom the use of these above items in confined spaces can present a significant danger. There is insufficient space within the surgery for them to be used safely.

If you do bring any of these mentioned items into the surgery with the intention of using them whilst in the surgery you will be asked to leave.

Thank you for your support in this matter and for helping to keep both our patients and staff safe.

Yours sincerely,

Avisford Medical Group

Yapton Surgery building work

(24th August 2022)

Dear patients,

Over the coming weeks we will be having repair work completed on the surgery roof to stop it leaking.  This will involve significant work being carried out and because of this there will be scaffolding and skips on location and close to the entrance.

Disruption is intended to be kept to a minimum but we would ask you to take care when attending the premises.  We will obviously continue to ensure that your safety remains our priority.

Thank you for your understanding,

Avisford Medical Group

PATIENT INFORMATION: missed appointments

Message to all patients and request for help to help us support you with your health care.

During the month of July a total of 93 appointments were not attended. This means that an appointment was requested and booked which subsequently the patient did not turn-up for or attend.

One common concern that is raised with us is that it can be difficult to obtain appointments as a patient.  We understand this frustration and for this reason we are looking at ways of working that can help support you, which generally involves recruitment of clinical staff to support your needs.

The 93 appointments that were missed in July equals 15.5 hours of wasted clinician time that could have been offered to other patients who might have had greater need for the appointment than the patient who did not attend.

For this reason we would ask you to consider if your appointment is necessary and if no longer required that you contact the surgery to cancel your appointment so that it can be offered to others.

Since the start of 2022, a total of 487 appointments have been missed which amounts to 81 hours of clinical time that could have been given to other patients with greater needs.

Please help us to support you.

Yours sincerely,

Avisford Medical Group

(Message: 1st August 2022)

Mask wearing re-introduced across NHS Sussex 

From today, NHS organisations in Sussex will reintroduce mandatory mask wearing for all staff and patients in order to protect everybody from rising rates of COVID-19 infection. 1 in 30 people are testing positive for COVID-19 and rates are rising. Many people won't know that they have the virus as they won't have any symptoms. To make sure our staff can continue to care for you, please wear a face covering when visiting our services, unless exempt.

(Message: 11th July 2022)

Patient notice: Training event – surgery closure

We will be closed on the afternoon of Tuesday 5th July 2022, between 12:30 and 18:30 for essential staff training.  As always, please accept our sincere apologies for any inconvenience that this creates for you.

Should you need urgent support during this period, local services will be provided by IPC and their phone number will be available via our recorded phone message tomorrow and between these times.

We will be open as usual from 8:30am on Wednesday 6th July 2022.

Should you need emergency care during this time, please remember that further services are available by calling NHS 111 or in an emergency NHS 999.

Covid at the surgery

We appreciate that this is not a message that our patients will want to hear but we are currently being heavily impacted by staff absence due to Covid.

This is impacting our GP, nursing and reception teams and will impact our ability to answer incoming calls and has reduced both GP and nursing appointment availability.

We hope for this situation to improve soon and apologise for the impact that this is currently having on you.  Our doors do remain open.

Don't forget, other services remain available to offer support and guidance such as local pharmacies.

Thank you for your understanding.

(Message: 28th June 2022)

MASK WEARING

NHS England’s guidance on mask wearing has now been updated.

Patients are only required to wear a face mask if they are attending the surgery with respiratory symptoms (unless you are clinically exempt).

Although there is no longer a requirement to wear masks, you may want to consider that you will be unavoidably sat in the waiting room next to other patients with respiratory symptoms, including unvaccinated children who may well be capable of transmitting COVID-19 to you and so wearing masks is for your own safety in addition to that of other people.

Thank you for supporting the surgery during what have been very difficult times.

(Message: June 2022) 

Message to all patients - Patient notice, Jubilee celebrations

The surgery will be closed for the upcoming Public Holiday on Thursday 2nd and Friday 3rd June 2022.

We will be open again as usual from Monday 6th June 2022.

Should you need urgent care during the closure, please contact NHS111.  In an emergency contact NHS999.

Surgery closure for essential training event - Thursday 19th May (12:00 - 18:30)

We will be closed for an essential staff training event on the afternoon of Thursday 19th May 2022, between 12:00 - 18:30pm.

In the event that you need urgent medical care, please call 01903 444980, where you will speak to our colleagues at IPC (Innovations in Primary Care). Please be aware, this service does not offer routine medical care.  We will be open as normal on Friday 20th May.

Should you need emergency care during this time please call 999.

Thank you for your understanding.

* PATIENTS AT THE AVISFORD MEDICAL GROUP*

The Patient Participation Group – The Friends of Avisford Medical Group

Charity Number: 1074882

Are holding an AGM via Zoom

Date:  Wednesday 16th February 2022 @ 2:15 p.m 

Join us and hear what your PPG has been doing over the past 2 years and influence our priorities for the future. This is your chance to influence what your committee does on your behalf.

 A copy of the Agenda, Report, and link to Zoom can be obtained by emailing: avisford.friends@gmail.com