We are currently undergoing construction of a new website. The new site will be full of useful information and links. It will also be much more interactive, allowing you to do so much more on line.
During this process, whilst we will continue to maintain the current site, information may not always be up-to-date.
If in doubt, please contact our reception team to confirm.
Thank you for your patience during the transition time.
TELEPHONE ACCESS TO THE SURGERY
You told us you find it very difficult to speak to us on the phone, especially in the morning when you are ringing to book an appointment for the same day
You told us that sometimes you do not manage to get through and/or your call was not answered
You told us that sometimes you have waited an unreasonably long time before your call was answered. Or you gave up because the wait was too long.
Ø We had a full review of our telephone system to ensure:
· That we have enough lines coming in
· That all telephone options were updated in order to divert calls to the correct extension at the right time, when the relevant member of staff would be able to answer your queries
Ø We have installed computer screens to check in real time how many calls are coming through and how long they are waiting in the queue.
Ø We have changed some of the options to help keep lines free for appointments at peak times. From now on we won’t be dealing with any queries but appointment bookings between 8 and 9 in the morning.
Ø We have reviewed our reception rota and employed 3 new receptionists to ensure enough staff is available to answer your calls, especially at peak times. We are interviewing for an additional one.
TO HELP YOU
Please call between 8am and 9am ONLY if you need to book an appointment – we won’t be dealing with any other queries between those time and you will be asked to call back.
Don’t call before 8am – if you do, your call will receive our ‘closed’ message and you will not be automatically entered in the queue when it gets to 8 o’clock; you will still need to call back.
Please ensure you select the correct option for your query and ring at the correct time to speak with the appropriate member of staff. Please note: some of the options have changed; listen carefully before you make your selection.
Please keep calls as brief as possible.
Whenever possible, please register and use online Patient Access* for your requests, for example to book appointments or request repeat prescriptions
This will keep phones and staff free to promptly deal with patients who need to book an appointment
This will help to keep our system efficient
This will ensure your call is answered quickly and your query dealt with more efficiently.
This will allow the receptionists to help more patients.
This will avoid unnecessary waits on the phone.
*If you are not signed up for this service, please ask our receptionist for access details and register to activate your account. Please note: you will need to show us photo ID before we can provide your online access details . This is to protect your confidentiality.
The practice had an announced comprehensive inspection on the 26th July 2018. Please see their report below. Overall the practice was rated inadequate and placed in special measures. We are taking our CQC report very seriously and see it as an opportunity to improve systems and processes within the practice. We are proactively addressing issues of concern raised by the CQC. We are reviewing our staff skill mix. We are looking forward to demonstrating to CQC that the required improvements have been made. Meanwhile we are actively engaging with our Patient Participation Group which you are invited to join if you wish. We consider our patients our greatest allies in this improvement journey.
CQC Report Published 28-9-18
CQC attended the practice again on the 15th November for a focused inspection. The practice was found to have made improvements. Please see their report below.
CQC Report Published 7-5-2019
What is the GDPR?
The GDPR is the EU’s General Data Protection Regulation - effective from 25 May - bringing a number of changes affecting how organisations store data. The GDPR and the Data Protection Act 2018 replace the provisions of the Data Protection Act 1998 and continue in place after the UK exit from the EU.
The GDPR is designed to strengthen and unify data protection for all individuals within the EU. The GDPR sets out the legal requirements for how organisations must handle and process personal data.
Accountability One of the key changes under GDPR is an explicit accountability principle. Organisations must be able to demonstrate that they are meeting the requirements of the GDPR with emphasis on organisations being able to demonstrate their justification for obtaining and using datasets. Under GDPR, only necessary personal data, required for each specific purpose, should be collected, processed and stored.
Legal basis for processing It is important that organisations are clear about their legal grounds for collecting, using and storing personal data. This should be documented.
More information on the GDPR can be found on the:
Information Commissioner’s Office website - https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/
Information Governance Alliance website - https://digital.nhs.uk/information-governance-alliance/General-Data-Protection-Regulation-guidance
What does this mean for our practice and our patients? We already follow all the required data protection and access to medical records legislation. We do not release your data without consent, or unless we have a duty to do so: for example National Screening Programmes.
Your care at our surgery will not change and we will continue to use current data sharing policies, which have all been updated to include GDPR.
Patients Action- You should let us know IF YOU DO wish to receive text and emails from us going forward so we can record this in your medical records.
Surveys and questionnaires and F&F tests- our organisation is not using an individual’s personal data to contact them, for example gathering feedback via postcards, paper questionnaires, kiosks or tablets, then there should be no impact.
Access to Medical records- can be obtained by speaking to reception or registering for on-line access to your records.
We have attached links to specific documents you may find useful.
Tynemouth Medical Practice poster
Data Sharing Information
Roles and Responsibilities of Data Protection Officer