WHAT YOU MAY NOT KNOW ABOUT LONG LANE SURGERY
THE FOLLOWING STAFF MAKE UP OUR TEAM
3 Advanced Nurse Practitioners
4 Practice Nurses specialising in Asthma, COPD, Diabetes and Heart Disease
3 Health Care Assistants
1 Business Manager
1 Assistant Manager
1 IT Manager
1 Reception Manager
16 reception and administration staff
THE WORK WE DO EVERY DAY
We answer an average of 360 telephone calls per day for a variety of queries or requests
Our busiest day on the telephone is a Monday between 08.00-11.00am
We dealt with on average 1358 face to face appointments and 1465 telephone consultations per month.
We process on average 290 repeat prescription requests per day
We process on average 190 hospital letters and correspondence about your health per day
We view and deal with on average 140 test results per day
We deal with at least 20-30 requests for medical insurance, solicitors reports and other ‘forms to fill in’ per week.
We visit and care for patients that are dying at home so that they are comfortable in their last days, and their families feel supported. Our doctors make themselves available at weekends to ensure that they are cared for by a familiar and friendly face. They also offer bereavement support to the family.
We have a monthly meeting with our support staff such as Macmillan Nurses, LOROS and district nurses that all the doctors and some advanced nurse practitioners attend. This is to share information about patients we are caring for. By sharing this information, we are able to provide better ‘joined up’ medical and social care, as these patients are either coming to the end of their life or have very complex health and social needs involving various health care professionals.
Our advanced nurse practitioners regularly review our elderly patients that live alone and are vulnerable; they may have no family, just to make sure they are ‘ok’.
Our practice nurses have chosen to specialise in chronic disease areas such as Asthma, Diabetes and COPD, this has involved lots of extra study and updates, in order for them to provide patients the highest level of support to manage their long term illness and save on journeys and referrals to hospital.
SOME OTHER INTERESTING FACTS
Our Health Care Assistants have also chosen to undertake additional training so that patients can come to the surgery to have blood tests, ECG’s and other tests rather than have to go somewhere else and potentially wait longer to have these things done.
Our reception and admin staff will chase appointments and treatments for a newly diagnosed cancer patient so that they can begin their treatment journey as quickly as possible. They understand that time is of the essence, and that patients and their family are feeling vulnerable during this time.
We have a dedicated Patient Reference Group who regularly meet with us. We involve them in any changes we are proposing to the services we offer, and we work together to develop a solution that we feel will work well for all patients. They also feedback any ideas and suggestions they receive from patients. This group is always seeking new members, you can join by filling a form on our website www.longlanesurgery.com
We are all here to help you and provide a great service and all our team are dedicated to ensuring you get the best care possible.
With your valuable feedback, we will continue to review our appointment, telephone and internet systems to give the best possible access, in a timely manner to the surgery.
You may not get exactly what you ask for when you call us, but our receptionists will deal with your problem or request as quickly as they can. They will direct you to a member of the team who has the right skills to meet your needs in the most appropriate time frame.
Please try either a pharmacist for minor for minor ailments or advice about any medication you are taking, your health visitor for advice about children under 5 or your midwife for pregnancy related issues, before you call the surgery.
It is helpful if you can give the receptionist as much information as you can when you call the surgery requesting an urgent appointment. We have such a wide clinical team is it important that your request is directed to the most appropriate person to help, this may not always be a doctor.
Be assured, that we all work as a team, we all have access to your medical records to guide us in our decision making processes as well as the information you provide us with during your consultation. We all work to the same professional standard’s of clinical care and confidentiality.
Please help us to help you, respect our staff as we respect you.
Your feedback is always welcome and our practice manager Anabel Sharma is happy to speak to any patient about their experience in using the surgery.
Thank you from all the team at Long Lane Surgery.