Experiencing problems with our telephone system? Please click here to find out why.
Welcome to Harbourside Family Practice
Harbourside Family Practice
Marina Healthcare Centre
2 Haven View
(BS20 7BL if you are using SatNav)
Tel. 0300 300 0029
Fax. 01275 847123
Anyone living in Portishead, North Weston, Portbury, Clapton in Gordano and Weston in Gordano can register with the practice and is able to see a health professional of their choice.
Our Opening hours are from 8.00a.m. to 6.30 p.m weekdays (7.30pm on Mondays and Thursdays) and you are welcome to make an appointment with any of the team.
Update on the telephone system at Harbourside May 2014
Firstly I should like to thank patients for bearing with us as we try and resolve this problem. I do understand that the system continues to be a frustration for you all and I wanted to explain to you what action we have taken over the last 6 months.
I explained in my last communiqué to you that there were a number of reasons why
the Practice had been hampered in being able to rectify the problem. I am going to explain these reasons again in case this is the first time a patient is reading about the phones and I will also explain the further action we have taken or information we have found out.
Harbourside Family Practice does not own Marina Healthcare Centre, we are a tenant in the building. The building is owned by a private company and NHS Property Services Limited hold the Head Lease.
We, along with one other tenant, sub-lease the building from NHS Property. We are not the major sub-lease tenant.
When the Practice moved into the building 4 years ago, it was assured that the telephone system was fit for purpose for a GP practice. As the patient list has increased, this has not proved to be the case.
Since writing to you, I have been challenged by a number of patients about why the telephone system is not the building owner’s responsibility or that of NHS Property, the Head Lease holder.
I have undertaken a certain amount of research into this and I can confirm that the Building Owner is only responsible for the initial building of the Healthcare Centre and provision of the premises to the Head Lease Holder.
In the past, the Head Lease Holder was North Somerset Primary Care Trust but in April 2013, Primary Care Trusts were dissolved by the Government and their responsibilities were disseminated between different organisations.
NHS Property Services Limited was established in April 2013 and is a private Limited Company that is 100% owned by the Secretary of State for Health. Its primary responsibility is to develop and manage property assets for the NHS which includes Health Centres. However my investigations have confirmed that, whilst NHS Property Services is the Head Lease Holder, they are not responsible for telephony as the Department of Health’s Transition Executive Forum agreed that telephony would be disseminated from the dissolved Primary Care Trusts to Commissioning Support Units who are units who provide non-clinical services to support NHS Commissioners, Clinical Commissioning Groups, NHS England, Acute Trusts and local Government.
I have now contacted the Commercial Director of the South West Commissioning Support Unit (SW CSU) and notified him of this and asked him to confirm that the SW CSU are responsible for the telephony in Marina Healthcare Centre. The document that will confirm this is the North Somerset Primary Care Trust Property Transfer Scheme 2013 and we are currently attempting to source a full copy of this.
As you can see, responsibility for our telephone system has not been easy to establish. As soon as I have any further information, I will let you know.
What action we have taken in the meantime:
- We continue to work with the current telephone system provider to monitor the issues with the phone system and we report every complaint.
- We looked at the statistics of calls received and we have changed our reception rota to ensure we have the most staff on at the busiest times. In addition to the staff you see at the reception desk, there are another 2 or 3 staff answering calls in the back office.
- We trialled cutting down the number of people waiting in the telephone queue but this still did not solve the issue with patients being cut off so we have now removed the ability to be able to queue and, if there is not a receptionist available, you will now get an engaged tone. We will monitor how this system is working.
- We have asked patients not to call for results until after 2pm in the afternoon.
- We have increased the ability to be able to book and order prescriptions online and publicised this to patients. We now have over 30% of our patients registered for online booking.
- We have created a new website which we hope to launch by the end of June. This is much more user friendly than our current site and will have easier access to online booking.
- We have appointed a dedicated Prescription Clerk who is currently going through induction. She will shortly have a direct dial telephone number and can be reached between 9.30am and 1.30pm each day – we will publicise details of this on our website. When the Clerk is not at her desk, there will be an answerphone available and calls will be returned the next day.
I hope this reassures you that we have not been idle over the last six months and are doing all we can to rectify the telephone issues both in the short and longer term.
Should you have any further questions please do not hesitate to contact me by asking to speak to me, booking an appointment to see me or contacting me by email on kyla.dawe@GP-L81600.nhs.uk
HSCIC Data Sharing Information, Summary Care and Connecting Care Local patient records information
The Health and Social Care Information Centre (HSCIC) has been given permission by the NHS to automatically collect data about you from the surgery clinical data system. Note that this is NOT the same as the Summary Care Record (SCR) or Connecting Care local records - PLEASE CLICK HERE FOR DETAILS. If you opted out of the SCR, that will not have any effect on the HSCIC data collection.
For further information about HSCIC please click here
Patient Confidentiality - Changes within the NHS
We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible care.
This information may be used for management and audit purposes. However, it is usually only available to, and used by, those involved in your care. You have the right to know what information we hold about you. If you would like to see your records, please contact a member of our practice staff.
"How we handle your information" leaflets are available at reception. Please click here for further details.
Local health services also hold information about you. Please click here to read more.
Confidential information from your medical records can be used to improve the way the NHS delivers care to all patients. A modern information system has been developed by the NHS in England, which will make increased use of this information. This system is referred to as Care.data.
One of the main aims of Care.data is to allow the NHS to make better use of the routine information collected when you visit us (your GP practice). This information along with your postcode and NHS number but not your name, are sent to a secure system where it can be linked with other health information from all the different places where you receive care. This allows those planning NHS services or carrying out medical research to use information from different parts of the NHS in a way which does not identify you. The system complies with strict confidentiality rules and the law.
As a patient you have the right to prevent confidential information about you from being shared or used for any purpose other than providing your care, except in special circumstances. If you do not want information that identifies you to be shared outside the practice or if you want to restrict the use of information held by other places you receive care, such as hospitals and community services you should let us know.
A ''How information about you helps us to provide better care'' leaflet and a set of Frequently Asked Questions (FAQs) are available to download at www.nhs.uk/caredata
The NHS in England is introducing the Summary Care Record, which will be used in emergency care. The record will contain information about any medicines you are taking, allergies you suffer from and any bad reactions to medicines you have had to ensure those caring for you have enough information to treat you safely. Healthcare staff will ask your permission before they look at your record, except in certain circumstances for example if you are unconscious. As a patient you have a choice, please click here to find out more.
In addition to the National Summary Care Record, your local NHS in Bristol, North Somerset and South Gloucestershire is developing a local shared record, called the Connecting Care Record. Your Connecting Care record will contain more detailed information, such as diagnoses, medications and appointments, to support your treatment and care at services in your area. This record will only be used to support your care locally. It will ensure that the people caring for you have enough information to treat you safely and to co-ordinate your care. Your Connecting Care Record will only be available to authorised health and social care staff who are directly involved in your care locally. As with the Summary Care Record, they must have permission each time they view your Connecting Care Record. As a patient you have a choice, please click here to find out more.
Read more about care.data.:
Better Information Means Better Care
FAQ for Patients
When we are Closed
You should call the NHS 111 service if you need medical help fast, but it’s not a 999 emergency. If you have an urgent medical problem when the surgery is closed please phone NHS111 by simply dialing "111". This number is free to call from both landlines and mobile phones.
NHS Direct NHS Direct can provide information regarding an illness, a guide to best treatments for you, a self help guide, and information about your local NHS. Go to www.nhsdirect.nhs.uk