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Patient Board Newsletter
Autumn 2024
Phone System
Automated callback is a feature of our telephone system that allows a caller to choose to be called back. This features if there are 6 or more people in the queue, rather than wait on hold in the call queue. When a Care Navigator becomes available, the system will call you back and when you answer, you will be connected to the Care Navigator.
Westbury Hill Public Car Park Update
The car park at the front of the surgery is owned and operated by Bristol City Council. At the recent Council Meeting, the proposed parking charges were turned down, but we continue to monitor the situation closely.
Compliments and Complaints 2023-2024
The Patient Board were presented with an overview (nothing confidential was disclosed) of compliments and complaints received in 23/24.
The Practice meet each quarter to discuss all complaints, compliments and learnings. Whilst there was an increase in complaints, the number of compliments had also increased. This is as a result of increased recording and a change in culture where feedback is more forthcoming. Whilst some difficulties are not controlled by the practice, patients shouldn’t wait until a problem is at its worst to inform the surgery.
At a Glance
Covid-19 Booster 2024
The surgery had a successful spring booster vaccinating 927 eligible patients.
Flu Clinics 2024
- Saturday 5th of October: Over 65s all day
- Saturday 12th of October: Under 65s AM and Over 65s PM
If you cannot attend one of the Saturday clinics, please contact the surgery as mop-up clinics are available.
Staff Training October 2024
The surgery will be closed for essential staff training on the afternoon of Thursday 17th October.
Care Navigators
Our Care Navigators are highly trained and work closely with the clinical team to help our patients access the right care, from the right place, at the right time. They will always ask for a brief reason or an overview of your symptoms and aim to signpost you to the most appropriate professional available.
Demand for GP appointments is growing, and the NHS is finding new ways to cope with this demand. We are seeing an increasing number of roles in Primary Care. At WestburyOn-Trym Primary Care Centre we have:
- Prescribing Pharmacists
- Urgent Care Practitioner
- First Contact Physiotherapists
- Mental Health Practitioner
- Care Co-Ordinator
- Social Prescribers
- Advanced Nurse Practitoners
- Medical Students/Trainee GPs
- Nurses
- Healthcare Assistants
- GPs
Patient Board
Do you have an hour to spare every 3 months?
The Patient Board consists of a small group of patients who work closely with the Practice Manager to discuss issues identified by patients which aim to improve the surgery’s services. The patient board are always looking for new members.
Digital Workshops
The surgery has now hosted 3 digital inclusion workshops, and intend to host more. They want to support patients who are not confident in the use of the NHS App and the surgery website/online forms. The surgery would like their next workshop to continue their work to promote digital inclusion and support patients with overall digital awareness. They are hoping to host a small coffee morning in November. More information will be shared with regards to this once we have secured plans.
Published: Jan 17, 2025