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Contact Information

Lymington House
Barton Hill Way, Torquay, TQ2 8JG
Tel: 01803 323 761
Fax: 01803 316 920
Email:

Reception Hours:
Monday-Friday 8.30am - 6.00pm
(closed from 1.00pm-2.00pm on Thursdays)

Consulting times: (variable)
Monday to Friday by appointment

Latest News

  • Harbour Medical Group
  • Allocation of Named Accountable GP
  • Embracing Technology
  • **SURGERY NEWS**
  • Care.data
  • Seasonal Flu Jab Clinics
  • Extended Hours
  • Surgery Closed!
  • Car Parking
  • Bank Holiday Opening Hours

Patient Update November 2016

Welcome to our update on the progress that Harbour Medical Group is making towards more collaborative working and bringing together our practices (Croft Road, Abbey Road & Shiphay, Chelston Hall and Barton) to provide general medical care for 34,000 residents of Torquay. 

On The Day Team…Three Weeks Old!

We have now been running the OTDT for three weeks providing urgent appointments for all HMG Patients at Abbey Road Surgery. The first three weeks have been a learning experience for all of us, as with any new way of working there are always things we’d not thought of (and with 34,000 patients there have been a few!).

We have already, based on feedback from staff and patients, and made some changes to the way the OTDT works and have changed the way that we advise patients the time of their appointments, amended the visit request and communication protocol and clarified the process for referrals to hospital from the OTDT. We do expect there to be more changes as we adapt to this new way of working so will provide an update each month.

Abbey Road Surgery …On the Move

On Monday 7th November Abbey Road practice will move into the Croft Hall practice, meaning that the OTDT work will all be carried out at Abbey Road and the on-going care of Abbey Road patients will be delivered at Croft Hall. Patients from both Abbey Road and Croft Hall will check in at the Croft Hall reception and from there will be directed to the consulting rooms to see their GP or nurse. We hope that the transition will be seamless for patients and that the move will clarify the difference for all patients between acute care and on-going care for chronic conditions.

In the news……GP Practice Receptionists

We were saddened to hear the news story of 11th October about GP practice receptionists. It’s a huge risk for everyone if some patients are at risk because they are put off asking for help because of questions asked by the reception team.

Like many practices, we’ve introduced initial screening questions when a patient calls for an appointment. This is to help match the patient to the right care and support from the right person. Our patients tell us how important it is to see their own GP and we try to ensure continuity as much as we can. Patients also tell us though that at times when their needs are urgent they do not mind which clinician they see.

Our health navigators are an important part of the team for patients. They work hard not to block patients and the news will be upsetting to our team members who are fully committed to providing great care. We’ve entrusted them to ask questions when a patient calls to be your expert helper and to book you in with the best person to see at the best time. The questions also help GPs to prioritise those urgent queries that come through on the day. Even on a quiet day a duty doctor could have a huge number of calls to make ranging from a medication stock query to a cough or cold to an urgent home visit for a palliative care patient. That doctor has to make a judgement on which call to make first and the basic information that is captured by the receptionist really does help them make a critical decision.

At any time a patient can refuse to share information. Our team are trained to gently explain why the questions are asked and not to force a patient to disclose something they don’t want to. Our administration team are also trained in the importance of data protection and that information that is shared with us is in utmost confidence. We are proud of our team who work hard every day to help the hundreds of callers each day get booked with the right health care professional.

We were worried about the report and want to reassure patients about why questions are asked. We also want to share that we are proud of all of our team and the work we do to help manage tight resources and still provide excellent care.


  

 

 

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From April 2015, the practice is required under the terms of the GMS Contract 2015 to allocate patients (including children) a named accountable GP who is responsible for patients overall care at the Pratice and who will take the lead responsibility for the coordination of all services required under the contract.
Your named GP has overall responsibility for the care and support that our surgery provides to you. They will also work with other relevant health and care professionals, who are involved in your care, to ensure that your care
package meets your individual needs. This does not prevent you from seeing any GP in the practice as you currently do.
Please be advised there is no need to telephone the practice for this information.
If you wish to change your named accountable GP, please inform us and we will make every effort to accommodate your request.

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Plan to Meet GMS / PMS 2014-15 Contractual Requirement for Patient Online Service

On-line access for Patients

This practice currently offers patients' facilities to:

  • Book, view, amend, cancel and print appointments online (from January 2015 *Note 1)
  • Order online, view and print a list of their repeat prescriptions for drugs, medicines or appliances.

This practice plans to offer patients facilities to view online, export or print any summary information from their record, relating to medications, allergies, adverse reactions and any other items agreed between the practice and individual patient, from January 2015 *Note 1.

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Patient News - October 2016


Changes At Barton

We are pleased to advise patients that Dr Elaine Brodbin has joined the practice and will be working here 2 days per week from September 2016. Dr Brodbin looks forward to meeting you.

Dr Tessa Barton is now regularly running surgeries here on Thursdays and Fridays.

We are delighted to introduce to our healthcare team Tina Shilston who has joined us as our fulltime senior Practice Nurse. Tina joins us with senior nursing experience in the community sector.

We are equally delighted that Marie Metcalfe has joined us as Practice Nurse and Julie Docherty as Health Care Assistant. Marie previously worked at Torbay hospital and Julie has worked with local GP surgeries and the community sector.

Tina, Marie and Julie are working with our existing nursing team; Barbara, Naraina, Nickie and Janet.

New Computer System

We successfully introduced our new patient records system during May. After the usual teething troubles the system is now working well in the surgery; we hope you did not experience too much disruption if you contacted the surgery.

Unfortunately, the on-line access for patients is still to be updated to the new system. At the moment you are unable to book appointments, order repeat prescriptions or view your coded records on-line. This is a temporary interruption and the on-line system will be available again soon. If you do wish to order repeat prescriptions using email you can still do so; - using the email address

We will publicise details of the new on-line system as soon as it is available.

In the news……GP Practice Receptionists

We were saddened to hear the news story of 11th October about GP practice receptionists.  It’s a huge risk for everyone if some patients are at risk because they are put off asking for help because of questions asked by the reception team.

Like many practices, we’ve introduced initial screening questions when a patient calls for an appointment. This is to help match the patient to the right care and support from the right person. Our patients tell us how important it is to see their own GP and we try to ensure continuity as much as we can. Patients also tell us though that at times when their needs are urgent they do not mind which clinician they see.

At Barton Surgery patients now have access to support from a GP, a Nurse Practitioner or Clinical Pharmacist who can help with many general queries provided by our ON THE DAY team.

Modern healthcare is increasingly complicated with a larger population, more complex patients with greater heath needs yet hardly any more doctors – a national problem. Resources are a problem with General Practice receiving only 9% of the NHS budget despite handling 90% of patient contacts but, as documented within the press, there is a national shortfall in doctors (especially GPs) and nurses.

We’ve taken a bold and measured step with our ON THE DAY TEAM. From our practice nurses, healthcare practitioners, phlebotomist to our nurse practitioners, our prescribing pharmacists, and our visiting team; we’ve opened up our practice to a broader range of people all of whom have different skills and areas of expertise. We try to celebrate and utilize the skills that this broad group have and reassure patients that they are in safe hands and as a practice we’ve really been able to help patients in a completely different way through employing experts in medicines, in women’s health and children’s health. The Future NHS has changed forever, and for the better, with these allied health professionals.

Our patient advisors, or receptionists, are an important part of the team for patients. They work hard not to block patients and the news will be upsetting to our team members who are fully committed to providing great care. We’ve entrusted them to ask questions when a patient calls to be your expert helper and to book you in with the best person to see at the best time. The questions also help GPs to prioritise those urgent queries that come through on the day. Even on a quiet day a duty doctor could have a huge number of calls to make ranging from a medication stock query to a cough or cold to an urgent home visit for a palliative care patient. That doctor has to make a judgement on which call to make first and the basic information that is captured by the receptionist really does help them make a critical decision.

At any time a patient can refuse to share information. Our team are trained to gently explain why the questions are asked and not to force a patient to disclose something they don’t want to. Our reception team are also trained in the importance of data protection and that information that is shared with us is in utmost confidence. We are proud of our team who work hard every day to help the hundreds of callers each day get booked with the right health care professional.

We were worried about the report and want to reassure patients about why questions are asked. We also want to share that we are proud of all of our team and the work we do to help manage tight resources and still provide excellent care.

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Better information means better care

Using information about the care you have received, enables those involved in providing care and health services to improve the quality of care and health services for all. The role of the Health and Social Care Information Centre (HSCIC) is to ensure that high quality information is used appropriately to improve patient care.

NHS England has therefore commissioned a programme of work on behalf of the NHS, public health and social care services to address gaps in information. Our aim is to ensure that the best possible evidence is available to improve the quality of care for all.

It is important that the NHS can use this information to get a complete picture of what is happening across health and social care and to plan services according to what works best. The new system will provide joined-up information about the care received from all of the different parts of the health service, including hospitals and GP practices.

Your date of birth, full postcode, NHS Number and gender rather than your name will be used to link your records in a secure system, managed by the HSCIC. Once this information has been linked, a new record will be created. This new record will not contain information that identifies you. The type of information shared, and how it is shared, is controlled by law and strict confidentiality rules.

Sharing information about the care you have received helps us to understand the health needs of everyone and the quality of the treatment and care provided and reduce inequalities in the care provided. The new system will also provide information that will enable the public to hold the NHS to account and ensure that any unacceptable standards of care are identified as quickly as possible. Information will help to:

  • find more effective ways of preventing, treating and managing illnesses
  • make sure that any changes or improvements to services reflect the needs of the local patients
  • understand who is most at risk of particular diseases and conditions, so those who can plan care can provide preventative services
  • improve your understanding of the outcomes of care, giving you greater confidence in health and social care services
  • identify who could be at risk of a condition or would benefit from a particular treatment
  • make sure that the NHS organisations receive the correct payments for the services they provide
  • improve the public’s understanding of the outcomes of care, giving them confidence in health and care services
  • guide decisions about how to manage NHS resources so that they can best support the treatment and management of illness for all patients 

It is important that you read the leaflet Better information means better care (PDF, 2MB) so that you understand how information in medical records can be used to improve the way that healthcare is delivered.

If you are happy for your information to be used then you do not need to do anything. But if you have concerns or if you do not want information that identifies you from being shared outside your GP practice, as described here, inform your practice in writing. They will make a note of this in your medical record. This will prevent your information being used other than where necessary by law, such as in case of a public health emergency.

You will also be able to restrict the use of information held by other places you receive care from. However, this will not affect the care you receive.

You can change your mind at any time and as many times as you wish. Just inform your GP practice in writing and ask them to record your wishes. 

Information from GP practices will begin to be extracted and sent to the HSCIC in the spring 2014. The GP data will be linked with the hospital data already held by the HSCIC.

For more information about how data is collected and shared, including confidentiality, read the Q&A below or the Patient FAQs (PDF, 52Kb) produced by the HSCIC and NHS England.

Call our dedicated patient information line in relation to data sharing on 0300 456 3531. Translation and text phone services are also available.

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We will be holding clinics for Seasonal Flu jabs on the following days.  Please contact reception to make your appointment:

 Saturday 15th October  9.00am - 1.00pm
 Saturday 12th November  9.00am - 1.00pm
   
   
   

Seasonal flu occurs every year, usually in the winter.  It is a highly infectious disease caused by a virus.  The most likely viruses that will cause flu each year are identified in advance and then vaccines are produced that closely match them.  Some people are more susceptible to the effects of seasonal flu.  For them it can increase the risk of developing more serious illnesses such as bronchitis and pneumonia, or make exisitng conditions worse.  In the worse cases seasonal flu can result in hospital admission, or even death.

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Extended Hours:

As well as our normal opening hours we will be offering the opportunity of consultation with a General Practitioner outside of our normal surgery opening hours.  This may be particularly helpful to those patients whose work commitments make it difficult to access a GP during normal opening hours.  You can ask the reception team to arrange a telephone consultation with a GP after 6.30pm on Monday - Friday evenings and also between 7.30am and 8.00am on Monday mornings.  Please contact our reception team for details on 01803 323761 or via

 

 

 

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We would like to advise patients that the surgery will be closed from 1.00pm until 2.00pm  on Thursday 17th November for staff training.  If you need to speak to a Doctor in an emergency during this time please telephone the NHS 111 service on 111.  

We are sorry for any inconvenience caused by this temporary closure and thank you for your understanding during this difficult time.

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penalty-noticeWhilst we have possibly the largest car park of any surgery in the bay area, there are many times when it is full.

To avoid a £30 parking fine please make sure that any on-road parking is beyond the allotments entrance where there are no parking restrictions.

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Bank Holiday Surgery Opening Times

Please note the following times when the Surgery will be closed over the future Bank Holiday periods.

Please allow yourself extra time to order any repeat prescriptions that you may need to avoid running out of medication whilst the surgery is closed.

If you require a Doctor in an emergency whilst the surgery is closed, please telephone 111

Bank Holiday Monday

Monday 26th December

 

Surgery Closed

Tuesday 27th December

 

Surgery Closed

 

   
   
   
   
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