Dear Patients
Access Recovery Plan and Modern GP Operating Model
Our number one priority at Brixton Hill Group Practice has and will always remain our patients and our staff.
We continue to implement NHS mandated change across General Practice to improve patient access and experience. Here are some updates you will find helpful.
Global IT Outage – 22nd July 2024.
Due to a Global IT outage on 19th July 2024, Brixton Hill Group Practice was unable to access patient medical records, appointment books or prescribing systems. Despite the brilliant response of our teams, several booked appointments have had to be cancelled and new presentations have had to be deferred. This has created a backlog across health systems.
Services are gradually being restored. Our teams are working hard to tackle the backlog as we manage to access some patient medical records and related services. During this time, we will have limited appointment availability. You can continue to submit online consultations from 8am to midday, Monday to Friday. We thank you for your patience.
Synnovis cyber attack
NHS organisations across London continue to work in partnership to manage patient care following the ransomware cyber-attack on Synnovis on 3rd June 2024.
We are aware that a cyber-criminal group has published stolen information following a cyber-attack on Synnovis, a laboratory that processes blood tests on behalf of a number of NHS organisations.
We understand your concern. This is a live situation, and the NHS is working alongside Synnovis to understand the data that has been stolen. We currently don’t know if or who may therefore be impacted.
There is a central website that will be updated with new information as soon as it becomes available where answers to a number of frequently asked questions will be published. Please go to www.digital.nhs.uk/news/synnovis-cyber-incident for more information as the website may answer your query.
The National Cyber Security Centre has guidance on keeping yourself cyber secure. There is a link on the website to www.digital.nhs.uk/news/synnovis-cyber-incident.
Also, the helpline, 0345 8778967 is up and running and will be running over the weekend but in the first instance please do look at the website for information that may help you.
Telephony
We deployed an NHS approved solution in early Feb24. Feedback has been wonderful and we are pleased that patient wait times have considerably been improved.
Online Access
From 7th June 2024, we are going live with ‘AccurX Patient Triage’.
WHAT IS ACCURX?
Accurx is an NHS approved software supplier. BHGP will be using Accurx to
manage patient requests, request additional information from the patient
and send messages to the patient about their care.
HOW CAN A PATIENT CONTACT BHGP
The quickest way to contact the surgery with medical or administrative
queries is by submitting an online request through the surgery website
(www.brixtonhillgp.co.uk) or through the NHS App (if advising a patient to
download the NHS App, please ask them to turn on the notifications within
the App). This will allow us to communicate effectively with them.
WHAT IF A PATIENT DOES NOT HAVE A SMARTPHONE OR CANNOT
USE THE INTERNET
Patients can still phone the surgery or visit in person where reception will fill
out the online form for them. The form will then be assessed on the same
day by a doctor. The surgery team will then get back in contact with the
next steps.
WHAT HAPPENS ONCE A PATIENT SUBMITS A REQUEST
The doctors will use the information submitted to ensure that the patient is
given the most appropriate care. If an appointment is required, they will
send an appointment booking link via text message or reception may
arrange this over the phone. If there is a faster or more appropriate route to
care, the patient may be offered this, such as being asked to go to the local
pharmacy or being referred to another service.
WHY IS THE APPOINTMENT SYSTEM CHANGING
Traditional ways to contact the surgery often mean that appointments are
being allocated on a first come, first served basis, with long phone queues
for patients trying to get through at 8am. This means that vulnerable
patients or those who need care sooner are missing out. This system allows
everyone equal access to the clinical team. Patients can avoid the queues
by submitting an online request, between 8am-12noon, making it easier to
reach out to the surgery.
By registering all requests through the online form, we are able to prioritise
and action requests quickly and fairly, ensuring that patients get the right
level of care at the right place and the right time.
NHS APP
The NHS App is available to all patients.
You can use the NHS App to check your symptoms and get instant advice, book appointments, order repeat prescriptions, view your GP medical record and more.
We highly recommend patients to gain access to the NHS App. Please see for further information: Online Services – Brixton Hill Group Practice (brixtonhillgp.nhs.uk)
Estate works
Following refurbishment of a large part of the practice in 2023, we have some further planned enhancements. Our aim is to continually make your experience as safe and pleasant as possible.
We request that during the above, you remain patient with our staff as they too become accustom to the changes taking place. We will do all we can to minimise any disruption and your feedback is always welcome.
Pharmacy First Service
The Pharmacy First Service launched on 31st January 2024. This scheme replaced the Community Pharmacy Consultation Service (CPSCS). The new Pharmacy First Service provides advice and treatment for a wider array of ailments and can safely be completed by the community pharmacy.
Our Care Navigating Reception staff may refer you to community pharmacy where appropriate. You will be contacted by the right clinical staff who will be able to attend to your concerns more quickly and efficiently than a possibly unnecessary appointment at the practice.
The PFS will include 7 new clinical pathways and can be found on the NHS England website. The service also incorporates the elements of the Community Pharmacist Consultation Service, i.e. minor illness consultations. These will enable pharmacists to:
offer advice to patients
supply NHS medicines where clinically appropriate (including some prescription-only medicines under Patient Group Directions), to treat 7 common health conditions
- These conditions are:
- sinusitis
- sore throat
- earache
- infected insect bites
- impetigo
- shingles
- uncomplicated urinary tract infections in women
Further information about the service can be found here Pharmacy First – South East London CCG (selondonccg.nhs.uk)
May we take the opportunity to remind all service users that patient and staff safety remain a top priority for us at the Practice. Any type of abuse and threat shall not be tolerated.
Best Wishes
Brixton Hill Group Practice
MMR Vaccine
Measles Mumps and Rubella are highly infectious conditions that can easily spread between unvaccinated people. Getting vaccinated is important, as these conditions can also lead to serious problems including meningitis, hearing loss and problems during pregnancy. Two doses of the MMR vaccine provide the best protection against measles, mumps and rubella. Please see the link below for further information.