The Hackwood Partnership

Essex House, Essex Road, Basingstoke, RG21 8SU


Flu Vaccines & Clinics

The first walk-in has now been held and over 1,200 patients have been vaccinated. As always, the first hour was very busy, it then quietened down and the wait time was reduced. The remaining walk-in dates for eligible adult patients are: Saturday 22nd September, Saturday 29th September and Saturday 20th October. These clinics are 8-11am at both Gillies Health Centre and St. Andrews Centre (formerly Camrose). 

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Polyclinic – Admin Team

The building and electrical works have now started in the polyclinic; a large bright and airy room at Gillies Health Centre. This room is being converted into an Administration office, our Admin teams will move in throughout October. There will be some unavoidable noise disruption whilst the work takes place.

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FLU CLINICS

All eligible adults (18+) to attend our walk-in flu clinics between 8am-11am at the Gillies site and the St Andrews Site (Formally Camrose) the clinics will be held on the following dates: 15th September, 22nd September, 29th September and 20th October 2018. If you find it more convenient to have a pre-booked appointment, then please look again in October. Children will be invited in due course.

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PATIENT ACCESS SIGN UP USER GUIDE

If you are signing up to patient access for the first time, or re-registering to use this services, please follow the user guide.

Some patients are receiving an error when re-registering for this service, if you receive this error, please see our other news item titled ‘PATIENT ACCESS EMAIL ERROR’

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PATIENT ACCESS EMAIL ERROR

Some patients are finding when trying to re-register with patient access after coming to collect their log in details from the Practice they get an error which states that they cannot re-register as an account already exists with their email address. The error message regarding email addresses is one that only patient access can address, but they simply are not getting back to us; this error is affecting around one third of patients. The Project Manager and a couple of the Essex House reception staff have spent hours trying to resolve this issue, which is actually patient access’, to no avail. We would therefore suggest that, if you are one of the patients who receives the error regarding your email account when you re-register on patient access, either take this up directly with patient access or use one of the alternative online patient access websites. Patient access is one of three websites that you can use for online appointment booking and prescription ordering.

Here are the alternatives to patient access:

https://e-life.co.uk

https://www.dimec.me

As of 18/07/18 @ 16:19

Patient Access have now been in contact and advised us of the following:

  1. If a patient receives the error that advises them that they need to have their old account deactivated because they cannot have two accounts with the same email address, patients should click on the link to contact patient access and ask them to deactivate their old account. Patient access say that they are responding to these requests within 24 hours. Patient access have advised that patients should check their ‘junk’ folder for an email from them.
  2. Patient access are looking into a way to batch deactivate accounts so that this error stops occurring.

 

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PATIENT ACCESS OPEN EVENING – APOLOGY TO PATIENTS

Firstly, we wish to sincerely apologise to the patients of Essex House (formally Hackwood) who attended the patient access open evening on 11th July under the assumption that this was the only opportunity that they had to re-register for this service.

It has come to our attention that Primary Care Support England sent the wrong letter to patients during the week commencing 25th June 2018.

Primary Care Support England (PCSE) are responsible for sending letters to registered patients on behalf of Practices when they merge, and therefore, whilst the letter is written by the Practice, PCSE print, envelope and post them to patients.

Unfortunately, on this occasion, PCSE made an error whereby they sent the wrong version of the letter to our 45,000 patients. PCSE received the letter on 18th June, but subsequently, received an amended final draft the following day. They acknowledged receipt of the amended version and advised they’d deleted the original; however, they inadvertently sent the original, incorrect version. They have said that they are sincerely sorry for their error and the repercussions caused to both patients and staff following their mistake. They will be sending a letter to all registered patients to apologise.

The difference in the two letters mainly related to the patient access open evenings, here is an explanation to clarify:

The paragraph under the heading of ‘Patient Online Access’ on the correct version of the letter started with the following sentence before then going on to explain that details of the open evenings: “We will be holding two open evenings for patients to collect their new log in details, alternatively, you can attend any site after 24th July during usual opening hours.” We appreciate that because this sentence was not on the version of the letter that you received, some patients thought that they had to come during the 6.30-8pm window on Wednesday 11th July.

The reason for holding an evening clinic was to try to ease the inconvenience felt by patients who would have to take time out of work or usual daily activities in order to attend the site between our usual hours; we usually close at 6.30pm so we extended this to 8pm for this purpose. It is now clear that our good intentions did not meet the demand and that the demand far exceeded our expectations due to the reasons explained above. We have learnt from this and will be ensuring that more staff are on hand for the second open evening at the St Andrews Centre site.

We wish to clarify that patients of St Andrews Centre (formally Camrose) do not have to attend the open evening on 25th July between 6.30-8pm if it is not convenient. Patients can attend any of the three sites any time between 8am-6.30pm from 24th July to re-register for patient access.

Please note that the following text from our previous letter still stands: “Please bring 2 forms of ID, one photographic and one confirming your address e.g. a bank statement, as this is a requirement for reassigning your log in details. Note that only patients aged 16 and over are eligible for this service and that each patient will only be able to collect their own log in details.”

Once again, we are truly sorry for the inconvenience caused to all of those patients who queued for a considerable time on Wednesday evening to collect their log in details due to thinking that this was their only opportunity because the incorrect letter had been sent by PCSE.

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LETTER TO PATIENTS – MERGER APPROVAL

Here is a copy of the patient letter which is due to be sent to all registered patients during the week commencing 25th June 2018.

 

Dear Patient,

The partners are very pleased to announce that the merger of Camrose Medical Partnership, Gillies and Overbridge Medical Partnership and The Hackwood Partnership has been formally approved and we will become Acorn Health Partnership from 1st July 2018.

We would like to thank all of those patients who took the time to respond to the survey that was sent to all registered patients in April; your input is invaluable to us. We were very pleased to find that 78% of patients who responded said that they would be able to satisfactorily access medical services at the three sites. A full report on the survey and the related action plan can be found on the website of all the Practices. It will also soon be made available on a display in the waiting room at all three sites. There were some key themes which cropped up and we thought it might be useful to let you know the answers here:

Where will I go for my medical care?

All the buildings will remain in use by the merged Partnership and the GPs will still be carrying out their routine clinics from the buildings at which they are currently based. We will also have practice nursing at all three sites. Some specialist clinics e.g. asthma reviews, will be based at one of the sites for all patients, but the location will be made clear when you book an appointment.

Will I still be able to see my usual doctor?

Yes, all our doctors will be continuing routine clinics as they currently do.

How long will I wait for an appointment?

This is something we hope to improve. When the Duty Doctor Hub service becomes available later in the year, there will be an additional 200 appointments available every week with the GPs for routine care. More information regarding this service will be made available as the plans develop.

How will I get to each site?

We have developed an action plan to address the worries that some patients had regarding local bus routes between the three sites.  Members of our joint Patient Participation Group will be working to campaign for improved bus routes. We are also working with the local Council, to look at ways to provide more patient parking at Essex House (Hackwood).

Will there be any change to services during the merger?

We are merging our computer systems through the month of July, unfortunately this will lead to some disruption in our normal service, the dates this will affect you will depend on which surgery you are currently registered with:

Gillies and Overbridge Medical Partnership Patients

You should see minimal disruption. There are no plans for the computer system to go down at this site, and your online access will continue. There may be a slight delay in releasing appointments in August whilst we work through changes behind the scenes.

Hackwood Partnership Patients

The computer system is being merged between Friday 6th July and Monday 9th July. We will be operating a duty doctor only service on the Friday afternoon and Monday morning. We will not have access to your medical records during this time. We will only be able to offer a limited number of advance date pre-bookable appointments both pre and post computer system mergers. We expect to be able to offer a full range of services from 25th July.

Unfortunately, you will not be able to request prescriptions or book appointments online after Monday 2ndJuly. You will need to re-register for online access as your unique patient number will change due to the computer system mergers. Please see the section below titled patient online access.

Camrose Medical Partnership Patients

The computer system is being merged between Friday 20th July and Monday 23rd July. We will be operating a duty doctor only service on the Friday afternoon and Monday morning. We will not have access to your medical records during this time. We will only be able to offer a limited number of advance date pre-bookable appointments both pre and post computer system mergers. We expect to be able to offer a full range of services from 25th July.

Unfortunately, you will not be able to request prescription or book appointments online after Monday 16thJuly. You will need to re-register for online access as your unique patient number will change due to the computer system mergers. Please see the section below titled patient online access.

All patients

There will be no improved access service on 6th, 7th, 20th or 21st July due to systems being down at either the Hackwood or Camrose sites.

Patient Online Access

We will be holding two open evenings for patients to collect their new log in details, alternatively, you can attend any site after 24th July during usual opening hours. The open evenings will be on 11th July at Hackwood for current Hackwood patients, and 25th July at Camrose for current Camrose patients from 6.30pm to 8pm. Staff will be there to help with re-registration and deal with any online access queries. Please bring 2 forms of ID, one photographic and one confirming your address e.g. a bank statement, as this is a requirement for reassigning your log in details. Note that only patients aged 16 and over are eligible for this service and that each patient will only be able to collect their own log in details.

Annual General Meeting

On Monday 16th July, the Acorn Health Partnership will be holding an Annual General Meeting; all registered patients are invited. The meeting will start at 7pm and will be held at St Andrews Church Hall. This church is next door to Camrose Medical Partnership, RG22 6ER. We kindly request that you let us know if you are planning to attend, so that we can ensure the venue is large enough. Please either email [email protected] to confirm or complete the slip at the end of this letter and drop it into reception at any of the three sites. Please ensure that you complete your contact details so that we can let you know if the date/venue changes.

Yours sincerely

Mrs Amy Taplin

Project Manager

On behalf of the GP Partners of Acorn Health Partnership

 

I confirm that I intend to attend the Acorn Health Partnership Annual General Meeting on Monday 16th July from 7pm at St Andrews Church.

Patient name:

Patient email address:

Patient telephone number:

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PATIENT ACCESS OPEN EVENING

Unfortunately, you will not be able to request prescription or book appointments online after Monday 2nd July. You will need to re-register for online access as your unique patient number will change due to the computer system mergers.

We will be holding an open evening for patients to collect their new log in details on Wednesday 11th July at Hackwood from 6.30pm to 8pm. Staff will be there to help with re-registration and deal with any online access queries. Please bring two forms of ID, one photographic and one confirming your address e.g. a bank statement, as this is a requirement for reassigning your log in details. Note that only patients aged 16 and over are eligible for this service and that each patient will only be able to collect their own log in details.

If you cannot attend the open evening you can attend either Hackwood or Gillies from Tuesday 10th July or Camrose from 24th July during our usual opening hours to request your new log in details. Please note ID is still required as explained above.

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PATIENT SURVEY RESULTS REPORT JUNE 2018

Patient Survey Results Report

A copy of the survey was sent by post to every patient of the Hackwood Partnership, the Gillies and Overbridge Medical Partnership and the Camrose Medical Partnership. Hard copies (and large print copies) were available at each surgery’s reception desk and online access to the survey was available through each of the three surgery’s websites. The survey was available between 5th April 2018 and 20th April 2018. In order for the survey to be representative, an uptake of 10% of the total patient numbers was required.

A total of 5637 surveys were completed representing an uptake of 12.67% of the total number of patients across all three medical practices (44482). Any responses that indicated a ‘yes’ and a ‘no’ response or had not indicated a preference to being able to satisfactorily access all three sites were classed as invalid.

Hackwood Camrose Gillies Total
Completed surveys 1855 1518 2264 5637
List Sizes 13072 12290 19120 44482
% responses received 14.19% 12.35% 11.84% 12.67%
Invalid responses 30 25 25 80
% invalid responses 1.62% 1.65% 1.10% 1.5%

 

QUESTION 1: In the event of Gillies and Overbridge Medical Partnership, Camrose Medical Partnership and The Hackwood Partnership merging, would you be able to satisfactorily access medical services at the three sites should you need to be seen in one of the clinic ‘hubs’?

Yes (numbers) No (numbers)
Camrose Medical Partnership 1103 390
The Hackwood Partnership 1384 441
Gillies and Overbridge Medical Partnership 1771 468
Acorn Health Partnership 4258 1299

 

Yes (percentage) No (percentage)
Camrose Medical Partnership 73.88% 26.12%
The Hackwood Partnership 75.84% 24.16%
Gillies and Overbridge Medical Partnership 79.10% 20.90%
Acorn Health Partnership 76.62% 23.38%

 

This shows that patients registered at the Camrose site feel that they are less likely than the Hackwood patients to be able to satisfactorily access one or other, or both, of the alternative sites and that the Gillies and Overbridge registered patients would find the least difficulty in accessing other sites.

QUESTION 2: If the answer to the above is ‘no’, what would you find most difficult about accessing services at Gillies and Overbridge Medical Partnership, Camrose Medical Partnership or The Hackwood Partnership?

A total of 1224 patients wrote a response in this box. The % of respondents who answered ‘no’ to question 1 and then gave an explanation in question 2 was 94.23%. This is representative of 91.10% from Camrose Medical Partnership, 92.97% from The Hackwood Partnership and 95.51% from the Gillies and Overbridge Medical Partnership.

Number of comments in relation to question 2 % of patients who answered ‘no’ to question one and then correctly completed question 2.
Camrose Medical Partnership 367 91.10%
Gillies and Overbridge Medical Partnership 447 95.51%
The Hackwood Partnership 410 92.97%
Acorn Health Partnership 1224 94.23%

 

Key themes were drawn from the 1224 comments. Some responses included concerns that covered more than one of themes, so whilst 1224 comments were received, 1691 appear on the chart below:

H C G T
Transport Issues:        
Buses: Multiple changes required 54 23 38 115
General difficulties 28 28 52 108
Unreliability 16 2 10 28
Frequency 8 9 9 26
Cost 12 1 10 23
Time to travel 13 5 5 23
No service 3 14 3 20
Potential loss of service 11 2 4 17
Taxis: Cost 23 19 9 51
Driving: No car / cannot drive 45 31 41 117
Parking at Hackwood 1 25 60 86
Parking 4 16 15 35
Disabled Parking 0 4 10 14
Limited Capacity 1 6 0 7
Walking: Too far 37 28 28 93
Elderly / Disabled / Frail 1 2 10 13
General Inconvenience 86 109 83 278
General elderly/frail 53 26 71 150
Future Concerns 15 3 13 31
Not wanting to travel when feeling unwell 12 1 17 30
General Transport Cost 8 3 5 16
Access Concerns 3 8 3 14
General Travelling times 8 0 0 8
Personal mobility issues Frailty / wheelchair 12 23 16 51
  Housebound / home visits 12 2 7 21
Anxiety / Stress 2 6 4 12
New Hub Concerns
Lack of continuity 0 0 4 4
Clinical Competence 0 1 0 1
Quality of Hubs v own practice 0 1 0 1
Management competence 0 0 1 1
Appointments: Waiting Times for an appt 0 3 4 7
Confusion 2 1 1 4
Disabled access to sites 0 0 1 1
Prescriptions 1 0 0 1
Medical Files: Confidentiality / Security 0 2 0 2
General
Surgery Preference 60 48 51 159
Doctor Preference 3 15 23 41
Too far apart / Environmental concerns 20 2 15 37
No computer to see maps etc 13 3 1 17
Lack of Information 0 1 8 9
Missed appointments 0 0 5 5
Why bother / purely money saving exercise 2 1 2 5
Merger Unacceptable 2 2 0 4
Preference for all services under one roof 0 0 3 3
Lower standards/not same as current practice 0 0 2 2
571 476 644 1691

QUESTION 3: Do you have any other concerns about a possible merger and the providing of services in ‘hubs’ across the three sites?

A total of 1213 patients provided a response to this question; this represents 21.18% of the respondents. This is representative of 16.86% from Camrose Medical Partnership, 24.47% from The Hackwood Partnership and 22.22% from the Gillies and Overbridge Medical Partnership.

Number of comments in relation to question 3 % of respondents who provided comments in question 3.
Camrose Medical Partnership 256 16.86%
Gillies and Overbridge Medical Partnership 503 22.22%
The Hackwood Partnership 454 24.47%
Acorn Health Partnership 1213 21.18%

 

Key themes were drawn from the 1213 comments. Some responses included concerns that covered more than one of themes, so whilst 1213 comments were received, 1955 appear on the chart below:

 

H C G T
Transport Issues:        
Buses: General difficulties 14 16 37 67
Multiple changes required 10 7 13 30
Potential loss of service 4 1 2 7
Time to travel 2 3 0 5
Frequency 2 2 0 4
Cost 1 0 1 2
No service 0 1 0 1
Taxis: Cost 2 5 6 13
Driving: Parking at Hackwood 3 36 53 92
Parking 13 5 22 40
No car / cannot drive 5 7 13 25
Disabled Parking 2 1 1 4
Limited Capacity 2 0 1 3
Walking: Too far 5 11 15 31
Elderly / Disabled / Frail 0 3 2 5
General Inconvenience 8 52 20 80
Future Concerns 33 17 28 78
General elderly/frail 9 1 7 17
General Transport Cost 1 2 2 5
Too Far to travel 1 1 0 2
Personal mobility issues
Frailty / wheelchair 3 12 14 29
Anxiety / stress 2 6 3 11
Bedbound 0 2 1 3
New Hub Concerns
Lack of continuity 22 7 30 59
Location and service provided confusion 10 21 11 42
Reduced or equal standard services 16 9 9 34
Clinical Competence 12 17 3 32
No concern for patients shown 13 5 8 26
Prescriptions 9 5 9 23
Management competence 11 3 7 21
Quality of Hubs v own practice 10 3 4 17
Admin staff competence 1 7 3 11
Not being to access all services at one site 1 8 2 11
Will Drs and nurses move around? 3 4 0 7
Why can’t the clinics rotate instead? 5 0 1 6
Duty Dr only at one location 2 0 0 2
Can hubs be chosen? 1 1 0 2
Appointments:
Getting an appt (better / worse / emergency ones) 89 118 135 342
Too large overall / overcrowding 3 5 7 15
Disabled patients access etc 6 2 6 14
What if have to travel to a different hub the same day? 0 3 6 9
Priority for own practice / ability for appointment at another practice 4 2 2 8
Booking process 3 1 4 8
Will care home and home visits continue 0 1 3 4
Medical Files:
Confidentiality problems 2 10 5 17
Lost/missing 2 0 3 5
Slow updates 0 1 0 1
General
Doctor Preference 102 87 124 313
Surgery Preference 49 52 36 137
Concerned for elderly / future 13 13 16 42
More cuts / closures / job losses 16 7 7 30
Lack of Information 9 6 14 29
No change wanted 2 0 20 22
Personal Touch will be lost 6 9 6 21
Unfavourable reports from other practices 8 3 5 16
Will you be flexible ref late if travelling on bus, etc? 5 2 8 15
Knowledge of medical history/personal knowledge 9 3 1 13
Why bother / purely money saving exercise 3 3 5 11
Merger Unacceptable 1 6 4 11
Number of Doctors Vs patients (concerns) 3 4 0 7
No computer to see maps etc 3 2 2 7
Patients visits to the surgery will decline 4 0 0 4
Hope it’s better but have concerns 1 2 0 3
How will success be measured? 0 1 0 1
Non – merger related comments 2 1 0 3
583 625 747 1955

Conclusion:

The majority of concerns shown with travelling to different hubs were due to general inconvenience and reluctance to travel due to old age, infirmity and medical issues. However, the number of bus journeys involved with accessing the different sites was also a large factor in difficulty accessing the hubs. It was noted that in some cases, a walk was involved to reach the surgeries from the bus stop. A lot of patients are currently able to walk to their local practice but would not be able to access others by this means and therefore their local surgery was the preferred location.

Most of the concerns shown with regards to merging the three practices were to do with maintaining a relationship with one’s own GP and a worry that patients would not be able to make routine appointments at their registered practices. Some concern was also shown over waiting times, both currently and in the future.

The main reason for merging is to ‘futureproof’ our services and to improve continuity between patients and their usual GP. Another key aim is to enable more efficient use of a service that is nationally struggling because of increased use and static funding.

Information extracted from the survey will be used to create an action plan to address patients’ concerns with the planned merger and regular updates and will be provided.

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ACTION PLAN FOLLOWING PATIENT SURVEY

Concern Raised Proposed Action
Lack of parking at the Hackwood site. The Project Manager has been in touch with our contacts at Basingstoke and Deane Borough Council to explore the possibility of the Partnership purchasing permits for the car park at the top of Sarum Hill. These permits would be used by staff so that the current staff parking at the site can be converted for patient use. The footfall at the Hackwood site is not anticipated to increase as a result of the merger and the limited parking was taken into consideration when determining the ‘hub’ locations. There has been no response from the Council at present but this will be pursued.
Difficulty parking at Camrose during school drop off and pick up times. The Project Manager has been in touch with our contacts at Basingstoke and Deane Borough Council to explore the possibility of extending the rear car park. She has also asked if street lighting in the rear car park might be considered. There has been no response from the Council at present but this will be pursued.
Basingstoke bus routes do not link the three sites adequately. Our three Patient Participation Groups (PPGs) are going to be working together to create a project group in order to present a case to the Council for a better bus link between the three sites. At present, some patients would need to get two buses from their home to one of the sites. This project group is yet to begin but we are very grateful for our PPGs for coming up with this suggestion and for taking it forward in the near future. If any other patients would like to support this group, please contact your Practice and ask how to contact the PPG.
It will be harder to get a GP appointment. One of the first changes that we are making is creating a unified appointment system. Combined, we have two Paramedic Practitioners, Six Nurse Practitioners and two Triage Nurses, who, along with GP support, will be managing the on the day demand. This new way of managing our on the day demand will release GP time and enable us to provide more routine GP appointments, around 200 per week. This will be starting from 6th August. In terms of our routine GP appointment system, we will have appointments that are release 30, 7, 4 and 2 days in advance. All of these appointments, along with GP telephone consultations, will be bookable on the telephone, at the reception desk and online. We will also have ‘follow up’ appointments that are bookable by a Clinician only to ensure that, if the Clinician advises you need to be seen again in two weeks, you can be booked directly into a follow up slot and not have to call back to book. We are going to strongly encourage patients to book appointments with their usual GP in order to improve continuity of care. This will also help to even out the workload of the GPs. By increasing by 200 appointments per week, patients should be able to book an appointment with their usual GP much easier. We are also still offering the ‘improved access’ GP clinics (weekday evening and Saturday morning appointments) and these are in addition to what we have bene offering previously.

General concerns regarding the merger with regards to comments such as:

a)     Why can’t things stay the way they are?

b)    Purely a financial decision.

c)     I prefer to stay at my current Practice.

d)    I don’t like/cannot cope with change.

Things cannot stay the way they are as we have openly stated that if we do not merge, at least one of the three Practices will cease to operate within a number of years. We explained within our letter to patients that any cost savings would be minimal; in fact, the merger is actually costing quite a lot of money. Merging has not been made with any financial benefit in mind, it is purely to provide sustainability to patients and staff alike. Any cost savings made in the future will be used to increase multidisciplinary working and the services offered to patients. Some patients stated they’d rather stay at their current practice. From 1st July, we will contractually be one Practice with three sites. For routine GP and Nurse care, patients will be offered appointments at their ‘usual site’, but when the ‘hubs’ come into play in late 2018/early 2019, patients may be required to travel to one of the other sites for a specific appointment (diabetes, respiratory, urgent appointments, leg ulcers, phlebotomy, minor surgery, joint injections and family planning). In response to those who expressed difficultly or dislike for change, as we have explained above, if we do not merge, at least one of the Practices would close in the coming years and this would inevitably lead to much larger changes than what is being proposed by the merger.

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