Birchington Medical Centre

Dear Patient Thank you for you comments. I am sad to see that you did not feel you could raise your concerns directly with us/me. However, in answer to your comments, yes, we do have several doctors working here, and our receptionists are trained by the clinical team and follow strict guidelines to assess the patient's need and signpost the patient to the right clinician or service, at the right time (Care Navigating). They can then ensure that patient's see the most appropriator clinician for their needs. This helps us to ensure resources can meet the need of our community. Not every request for a doctor needs to be seen by a doctor and can be dealt with appropriately, and quickly by other clinical team members such as an Advanced Nurse Practitioner, Clinical Pharmacist or Specialist Nurse. Almost all GP practices in Thanet, and across the country request information from patients at the point they request an appointment. Birchington Medical Centre has been doing this for several years now, and it enables us to ensure the best outcomes for our patients and make effective use of our trained staff and their specialist skills and knowledge. NHS England published the GP Forward View in April 2016 which outlined the Government's investment into primary care to help stabilise GP practices with investment in additional clinical staff, and approved ways to assist GP practices with the huge workload placed upon them, while ensuring timely and appropriate access to services. Training receptionists as Care Navigator was one of these initiatives. I have included a web link below which provides more information, and I hope you find this useful and informative. https://www.england.nhs.uk/gp/gpfv/redesign/gpdp/reception-clerical/ If you have any further queries, or would like to discuss your concerns further, please do make contact with me at the surgery on 01843 8488148 or by email on birchingtonmcpm@nhs.net Kind regards Hannah Price Practice Manager

Dear Mr and Mrs Burlace Thank you so much for taking the time to leave a review of our practice and staff. It means a great deal to staff to receive complements and thanks about their work and the care they give to our patients. I have shared your kind words with the whole team here at BMC. Thank you again. Hannah Price Practice Manager

Dear Patient Thank you for your kind review and feedback. I have shared your feedback with the team (include Barbara) here at the surgery. Thank you again. Hannah Price Practice Manager

Dear Patient I am sorry to read of your dissatisfaction at being signposted to the Minor Injury Unit at Whitstable. We offer many services here at BMC to our local community such as ultrasound, physiotherapy, aortic screening, bladder and bowel clinics, chronic disease management, warfarin clinics, etc. We do not, at present, offer a minor injuries service. The clinical staff here at BMC are trained to provide primary care medical services to our patients. They work to strict clinical and professional guidelines to provide general practice nursing services and cannot provide treatment or services outside of their professional scope of practice, which is why you were directed to the most appropriate NHS service. My reception staff are trained to direct patients to the local minor injury units when a patient presents with a minor injury. Appropriately trained staff, diagnostics and equipment can then be utilised for minor injury needs and ensure the patient receives the best care and outcome for their needs. I am sorry you felt the need to leave a negative review our service, my staff were simply doing their job. Hannah Price Practice Manager