Working Together #NHS #111 #A&E #GPSurgeries


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Sadly, as most of you are all aware there is a lot of negative publicity in the press at the moment about our great NHS service and sadly some of it with good reason.

It saddens me to read some of the dreadful reports about patient care and those working for the NHS being abused and often overworked. Working for the NHS and being a patient I can see a lot of this from both sides.

Doctors surgeries are busting at the seams with patients struggling to get appointments. Practices are merging together but are they able to continue to offer the service they did before?

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The Ambulance service is stretched and A&E are struggling to find beds resulting people being treated in corridors, whilst Ambulance crews are held up in the car parks with patients on board waiting to be seen and treated, often resulting in the ambulance crew not being available to go to the next emergency.

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Sadly, there are still the time wasters and abusers of the service. Those that call that emergency ambulance when all they needed was a GP appointment, the hoax callers that can tie up the emergency services for hours before they finally find that there was no “emergency” to those that present at A&E for minor ailments. Working in the past in A&E it never ceased to amaze me just what people would present with at A&E with. (I have written other blog stories when I worked in A&E)

As a Manager working in the NHS it’s a hard job. Struggling on a daily basis, trying to hit targets, wanting to give best patient care is almost impossible, dealing with staff that are forever under pressure on the front line and answering to stressful those who need to be obeyed.

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As a Receptionist, you will never please everyone, and many will be sure to be vocal and let you know how unhappy they are and often blame you for the “awful service”.  Telephones ringing constantly, people demanding urgent appointments that you just haven’t got, GP’s and Managers constantly asking the impossible from you, and all while you are working for barely more than the minimum wage.

Hearing from friends, updates on social media and press reports everyone is struggling to be seen resulting in people misusing the NHS because they had no alternative.

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A friend recently phoned 111 (for my overseas readers this is an out of hours service which covers GP surgeries when they are closed – an excellent service which gives patients 24/7 cover). My friend felt very unwell, sore throat, temperature and generally feeling very unwell. She spoke to somewhere at the 111 Service, for whatever reason the 111-service suggested she took paracetamol and phone her GP surgery the following morning. She had a bad night and phoned her GP Surgery first thing the following morning. Her surgery was unable to offer her an appointment and she explained how ill she felt, she was than advised if she continued to feel unwell to take herself off to A&E – as ill as she felt she would have never done this but many might have acted on this advice. She left it another 24 hours and phoned the surgery again where she was given an appointment for that day where she was given Antibiotic and Steroids for a chest infection.

My husband was recently poorly at a weekend, as thought he had a nasty chest infection. I phoned to see if we could get an appointment at a local Treatment Centre (the out of hours service where you can see a GP). After giving the operator all his symptoms (he was breathless due to the cold/chest infection) the operator said they she recommended that they send an ambulance out to him. The protocol said that if the patient was breathless or had breathing problems that an ambulance should be sent. There was no way that he needed an ambulance, he could have actually driven himself to the Treatment Centre, he was ill but not that ill, and even if he was I could have driven him there.

I believe that both of the above where 2 incidents where the emergency services (A&E and an ambulance) were not needed. I know that people have protocols to follow but in these two instances the patients could just have been seen and treated by a GP.

Do we need to look at the bigger picture, to look as how we can signpost people in the right direction, to ensure that people who need A&E are seen, and those that can see a GP do so? We have a great NHS, we can see a GP free, we have GP cover 24/7 and at a last resort we have a great emergency service in the ambulance service and A&E. It’s important that everyone needs to see those that are appropriate to them. Is there anything that we can do together to ensure that this happens most of the time?

I would be very interested to hear from my many overseas followers on how their GP Practice work. How does your routine appointment system work and when patients request emergency appointments what is your practice policy and does you’re A&E Departments get clogged up with people who don’t need to be there?

 

© 2011-2018 Reception Training all rights reserved
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Is your Practice/Staff at risk #SocialMedia


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Many of us use social media, Facebook, Twitter, LinkedIn and more. Most of us use it for social purposes, sharing news, pictures, keeping in touch with family and friends, and some of us use it for business purposes.

There is no doubt about it social media is a marvellous thing but it also has a darker side. People sharing information and pictures without the permission of others, to comments being made that could result in bullying or even worse.

I have a friend who was mortified last Christmas to find that pictures that had been taken on a Practice works night out when she was “a bit worse for wear” had found their way onto her Facebook page. She had a few too many drinks and unfortunately tripped up a curb, someone took a picture and thought it would be funny to post this with other pictures of the night on their Facebook page. Unknown that these pictures had been taken; she only discovered them when she was tagged into the pictures. This resulted in he sons, husband and other members of her family and many friends seeing her in pictures she would rather them not have seen. She was not happy and it in fact caused a row at work on the Monday. There was bad feeling between the two for some time, and this in turn affected the moral within the team. The team divided in their opinions some feeling that the person who had posted the pictures had done no wrong, and some feeling that my friend was right in feeling angry. The row developed and a complaint to the Practice Manager and it all got very unpleasant.

Another article I found interesting recently was a Doctors Practice displayed a notice in their surgery asking patients not to use Facebook or Twitter to complain about their service. The notice asked patients if they had any complaints or comments about the surgery would they please contact the Practice Manager as any comments on social media sites may be seen as a breach of their zero tolerance policy. The surgery said in the notice that they would be happy to deal with comments/complaints in the usual way.

The “zero tolerance policy” referred to appears to be NHS guidance on dealing with rude, abusive or aggressive behaviour towards staff.

Apparently the online comments about the surgery named staff and swearwords were used and this what prompted the decision for the practice to put the notice up.

I think the practice was right in asking patient not to use social media for this, as the practice would not have been able to respond to any of the comments because of confidentiality issues. If staff were named this could have been seen as a form of bullying, and the staff member would have every right to feel threatened about it.

see a recent blog with a similar story :

The Threatened Receptionist http://wp.me/p1zPRQ-x6

There are other stories that have recently been in the headlines, which have involved Facebook, a Neapolitan woman following a marital row her husband demanded that the photographs of their honeymoon be taken down from her Facebook page. His argument was he had not given his permission to publish them, and he even took her to court over it. The Naples court has not only agreed with him but the wife may have to pay him damages. The pictures were taken on the couples honeymoon 10 years ago and included photos of the couple.

Another article recently has also highlighted the importance of holidaymakers sharing their plans on social medial. It could be read and used by criminals planning a burglary.

This information can be seized by thieves – from research said that some 78% of ex-burglars said that they strongly believed social medial platforms are being used to target property.

I think we all need to be aware of the repercussions of staff sharing information on their personal social media sites – especially if it involved their workplace. It could be a very interesting topic to have on your next Receptionist Meeting to discuss using pictures on social media that might be anyway involved their place of work. But most important as an employee they must understand never get drawn into any arguments about their place of work on any social media sites.

Perhaps you could put something about social media usage in your staff contract.

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