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*Facemasks still required*

Please be aware if you are attending the surgery for any reason please continue to wear a face covering and socially distance.  Despite restrictions lifting from July 19th, England's Chief Nurse has reminded the public that "everyone accessing or visiting healthcare settings must continue to wear a face covering and follow social distancing rules."

*Appointments available to book online*

You can now use the NHS app or Patient Access to book blood or smear test appointments at the surgery.  Please only book if you know you are due a test and only book in for either of these reasons.  If you book for ANY other reason we will not be able to see you and your journey will be wasted.  Many thanks for your understanding.

*COVID 19 Vaccination Programme*

As of Monday 19th July 2021, 91% of our patients over 18 have had at least one vaccination and 73% have had two! If you are over 18 and have not been contacted by the surgery or by NHS England inviting you to a central vaccination hub, please do contact us. 

*In line with other Practices, we are now only accepting phone calls between 8:00 - 11:30 for on the day appointments.*

For any other queries, please ring after 11:30. Our phone lines are exceedingly busy at the moment. For general COVID-19 queries please see the government website https://www.gov.uk/coronavirus

PARKING for COVID Vaccination clinics at Frome Valley Medical Centre

Due to limited space, the car park at the surgery is only for patients who have difficulty walking.  Please park at Crossbow House, School Road, Frampton Cotterell BS36 2DB and walk from there to the surgery.

eConsultation

The link below is for our eConsultation service. We are pleased to help patients as much as possible and deliver the best care, but we wanted to remind you that we are still a limited resource. We are still focusing on urgent and serious issues during the current pandemic. Thank you for your understanding, please not submit multiple eConsultations or list multiple problems in them it is most helpful for advice, and simple single issues. 

Patient access and NHS app are also great ways to use our services, including online prescriptions and checking your results

eConsult


🌈 PRESSURES AT THE SURGERY: How we can help you and you can help us

*In line with other Practices, we are now only accepting phone calls between 8:00 - 11:30 for on the day appointments.*

For any other queries, please ring after 11:30. Our phone lines are exceedingly busy at the moment.  Please only ring the surgery about COVID vaccinations if you have received a letter or txt from us requesting you contact us or are part of the groups stated above.  For general COVID-19 queries please see the government website https://www.gov.uk/coronavirus

PARKING for COVID Vaccination clinics at Frome Valley Medical Centre

Due to limited space, the car park at the surgery is only for patients who have difficulty walking.  Please park at Crossbow House, School Road, Frampton Cotterell BS36 2DB and walk from there to the surgery.

We are working with Yate practices to roll out our Covid-19 Vaccination programme. We are committed to getting this to our most at risk patients as soon as possible. Patients will be contacted directly as soon as there is an appointment available for them. Please see the leaflets below:

Information for Older Adults about Covid Vaccine

Why am I having to wait for my Covid vaccination?

Priority order

Please follow this link for more information if you are awaiting a routine planned operation or procedure: https://bnssgccg.nhs.uk/health-services/waiting-your-hospital-care/

Close-up of a syringe and an arm

Greener Practice

At Frome Valley Medical Centre we recognise the impact of all areas of our work on the health of our planet, as well as on our patients. We are pleased to announce we have signed up to the Green Impact For Health Toolkit, which will help us move our practice into being more environmentally friendly, reducing our carbon emissions and plastic waste, helping us to care better for both people and the planet at the same time. For more information about why this is important please read this: Why Greener Practice? — Greener Practice

Greener PracticeGreenimpact

 Important Information - Changes to our Appointment Booking System

With effect from 1 November 2020 Frome Valley Medical Centre will be operating an on-the day appointment system.  

You now need to telephone the surgery on the day you require an appointment.  There is no need to phone ahead to book routine appointments in advance.   Our trained team of care navigators will guide you through a series of questions to ensure you are given access to the best person or service to support you.    

We believe this system will be much more efficient and will allow you access to your GP on the day that you need to be seen.   It will help reduce long waiting periods of time to see a GP and prevent appointments being booked just in case symptoms do not improve.  In turn, this helps us reduce missed appointments from patients who fail to attend and ensure that all our appointments are used by patients who need them. 

Don’t forget the many other resources available to you that may be better suited for your problem than a consultation with a GP:

  • Over the counter medication
  • Advice from local pharmacist
  • Resources available on-line from the NHS website
  • Phoning 111 and asking advice from that service
  • Minor Injury Clinic
  • Phoning 999 in any potential life threatening emergency

For queries that are not urgent or do not need to be directed to a GP you may want to use eConsultations – available on this website.  

To aid patients needing a consultation, we politely ask all patients phoning with a general enquiry to do so after 11:00 a.m.   

We believe this new system will be welcomed by the majority of our patients.  However, in order to continually review and adapt this will be launched as a trial three month trial period.  We would welcome all feedback, good or bad, regarding how you have found the system to work for you.   Please email bnssg.feedback@nhs.net or alternatively the Frome Valley Patient Participation Group on fvmcppg@gmail.com.  

Please see the News Section of this website or our Patient Information Leaflet for more information.


🌈 PRESSURES AT THE SURGERY: How we can help you and you can help us

The surgery is open but we are under significant pressure and are focusing on the most urgent and serious health problems. Please use other services wherever possible such as online and the pharmacy. We are working hard behind the scenes to provide care and keep our patients safe and know how frustrating it is to have long waits on the phone or not being able to get an appointment, which we are sorry about. We try to manage shortages in service as much as possible but many are not in our control (e.g. limits to numbers of patients we can see due to coronavirus restrictions, NHS funding shortages, staff shortages and sickness) and so have to prioritise and can't run the same service as normal.

We are answering and managing calls as quickly as possible, but are having a very high amount through (on Monday 27th we had 500+ calls to reception, and the average is 300). If you think you might have a serious condition, or your wellbeing is seriously affected by the problem then do contact us- we are here to help. You can also use the eConsultation service on our homepage for non urgent but essential issues including fit notes.

Please Do:

Use our online services to access your prescriptions and results. Unfortunately appointments aren't able to be booked online again yet, as we have to check about coronavirus risk with every appointment. You can access these online services online through NHS App or Patient Access- please go to Online Services 

Use other local services that may be able to help. Please follow this link for more details Support in South Gloucestershire

Please Don't

To ease the pressure on us here are some examples of calls that we would be grateful for you not to make if possible: Facemask advice, travel advice, work advice that can be gained through the Gov website or your employer, about flu clinics, if you have put in an econsult less than 48hours ago and not heard back, bike vouchers, general Covid questions available elsewhere, minor illness or injury that can be treated elsewhere such as the pharmacy



WHAT TO EXPECT AT/FROM THE SURGERY

Our receptionist will ask information so that they can help you best. They may direct you to a different service, and are trained around when this is appropriate. To protect patients and staff initial contact for all doctors appointments will be by phone.  Please be aware that this may display as Private Number or Caller ID Withheld. Please make sure your phone is available for us to call.  You may still be asked to attend after the call but please do not come unless asked to do so. 

In order to protect other patients and staff at the surgery, we are asking that all patients and visitors to the surgery wear a face covering. We ask for the patient and only one essential carer or family member to attend the surgery wherever possible. If the carer or the single family member accompanies the patient into the surgery or the pharmacy premises, then we ask that both of you wear face coverings. The exception to this would be if wearing a face covering might cause significant distress to the patient, or if they are a child under the age of 8 years.


FACEMASKS AND EXEMPTIONS

Please see the information below about Facemasks, when to wear them and who is exempt. You can download a card for your phone or to print here. The surgery is not able to provide anything more than is available here so please do not call about Facemask exemption certificates

https://www.gov.uk/government/publications/face-coverings-when-to-wear-one-and-how-to-make-your-own

"Why does the receptionist need to ask what's wrong with me?"

The reception staff are members of the practice team and it has been agreed they should ask patients 'why they need to be seen'.  Reception staff are trained to ask certain questions in order that you receive:

  • The most appropriate medical care,
  • From the most appropriate health professional,
  • At the most appropriate time

Receptionists are asked to collect brief information from patients:

  • To help prioritise house visits and phone calls
  • To ensure that all patients receive the appropriate level of care
  • To direct patients to see the nurse or other health professional rather than a doctor where appropriate

Reception staff, like all members of the team, are bound by confidentiality rules

  • Any information given by you is treated strictly confidentially
  • The Practice would take any breach of confidentiality very seriously and deal with accordingly 

 

 

Connecting Care

Some elements of your medical record are available to other services via Connecting Care. 

Click on the link below for further information:

https://www.connectingcarebnssg.co.uk

 

Did you know that every patient has a named GP?

Frome Valley Medical Centre is required to allocate all of our patients a Named GP for medical record purposes.

Patients can be rest assured that they are still welcome to book with any GP for a consultation.

If you would like to know who your named GP is, please feel free to ask a member of our Reception team.

 Duty of Candour

Frome Valley Medical Centre has a Duty of Candour to our patients. This is a statutory (legal) duty to be open and honest with patients (or ‘service users’), or their families, when something goes wrong that appears to have caused or could lead to significant harm in the future. It applies to all health and social care organisations registered with the regulator, the Care Quality Commission (CQC) in England. This leaflet explains what to expect if such an incident occurs and what to do if you think your healthcare provider has not complied with the duty of candour : Duty of Candour Information

(Site updated 19/07/2021)
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