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COVID 19 VACCINE

THERE IS A LOT OF NEWS OUT THERE ABOUT COVID VACCINATIONS. THE MALTHOUSE SURGERY CONTINUES TO DELIVER VACCINATIONS DEPENDING ON THE SUPPLY OF VACCINE. WE STARTED IN MID DECEMBER WE ARE WELL ON OUR WAY TO VACCINATING ALL OVER 65s & THOSE 16-64 WITH AN APPOPRAITE UNDERLYING HEALTH CONDITION.

WORKING WITH OUR PRIMARY CARE NETWORK PARTNER ABINGDON SURGERY WE HAVE DELIVERED OVER 7000 VACCINES. AS WE RECEIVE FURTHER DOSES PATIENTS WILL BE INVITED IN PRIORITY ORDER.

ALL MALTHOUSE SURGERY AND ABINGDON SURGERY PATIENTS WILL HAVE THEIR VACCINE ADMINISTERED AT THE CHARTER, WHERE WITH THE SUPPORT OF THE LOCAL COUNCIL WE HAVE  EXPANDED THE MALTHOUSE SURGERY SITE OVER THE NEXT COUPLE OF MONTHS.

MASS VACCINATION SITES ARE OPENING UP AND THESE ARE BEING MANAGED NATIONALLY. LETTERS ARE BEING SENT DIRECTLY TO PATIENTS. IF YOU RECEIVE ONE OF THESE LETTERS IT WILL PROVIDE THE INFORMATION YOU NEED TO BOOK YOUR VACCINATION AT ONE OF THESE SITES. YOU WILL BE ABLE TO DO THIS BY PHONE OR ONLINE. THIS MAY MEAN YOU NEED TO TRAVEL FURTHER.

 IF YOU WAIT TO BE CONTACTED BY US AND HAVE YOUR VACCINATION AT YOUR LOCAL SITE WE ARE MAKING REALLY GOOD PROGRESS.

WHICHEVER OPTION YOU CHOOSE, IT IS IMPORTANT TO BE AWARE THAT YOU WILL NEED TO HAVE YOUR SECOND DOSE AT THE SAME PLACE WHERE YOU HAD YOUR FIRST DOSE AND THIS CANNOT BE CHANGED

THE VACCINE PROGRAMME IS EXTENSIVE AND THE MAJORITY OF ELIGIBLE PATIENTS WILL GET THEIR VACCINE IN 2021. A PRIORITISATION LIST HAS BEEN PRODUCED BY THE NHS DETAILING THE GROUPS OF PATIENTS TO BE VACCINATED FIRST. PRIORITY IS GENERALLY BY AGE AS THIS IS THE BIGGEST RISK FACTOR. 

THE MALTHOUSE SURGERY WILL CONTACT YOU WITH A DATE AND TIME WHEN IT IS YOUR TURN TO RECEIVE THE VACCINE.  PLEASE DO NOT CONTACT US TO SEEK THE VACCINE BEFORE IT IS YOUR TURN, EVERYONE WHO IS ELIGIBLE WILL GET A VACCINE  

THE MALTHOUSE SURGERY HAS REMAINED OPEN AND CONTINUED TO SEE PATIENTS FACE TO FACE WHERE REQUIRED THROUGHOUT THE PANDEMIC, WITH ALL STAFF WORKING OUT OF THE SURGERY NOT HOME BASED. DUE TO COVID 19 AND THE REQUIREMENT FOR SOCIAL DISTANCING WE ARE LIMITED TO HOW MANY PATIENTS CAN ENTER THE SURGERY.  ONLY CALL THE SURGERY FOR URGENT ON THE DAY APPOINTMENTS WHICH INITIALLY WILL BE A TELEPHONE OR VIDEO CONSULTATION.  FOR ALL ROUTINE APPOINTMENTS PLEASE USE E CONSULT WHICH CAN BE ACCESSED VIA THIS WEBSITE. ANY PATIENT WHO AFTER TRIAGE NEEDS A FACE TO FACE CONSULTATION WILL BE SEEN IN THE SURGERY. MANY PATIENTS ARE BEING SEEN FACE TO FACE WEEKLY WITHIN THE COVID LIMITATIONS PLACED ON US, INCLUDING FOR REGULAR BLOOD TESTS, CHRONIC DISEASE REVIWS ETC.  

Receptionist

RECEPTIONISTS

The Malthouse Surgery is aware of the impact Social Media has had on the ability of people to provide an instant opinion easily to a wide audience locally. We regularly see comments made by our patients on various social media forums, however, we receive feedback from a whole range of sources during the year. These include individual thank you letters or complaints and results from large surveys involving hundreds of our patients who have used our services. We listen to all feedback and where constructive look constantly to improve the service we provide. The receptionist’s role is a tough one because it’s virtually impossible to please all of the people all of the time, however, we know from the feedback we receive they are providing a good service.

The receptionists do not have a magic button to deliver what is not available no matter how frustrating this may be to you, believe me it is usually just as frustrating to the receptionists. The receptionists at the Malthouse deal with over 100,000 telephone calls each year and we have 2,000 to 3,000 patients passing through the Surgery each week. As in all walks of life the more courteous you are, the friendlier receptionists will be but it’s fact that they have to deal with some patients who do not always act in a reasonable manner. The practice fully supports the NHS Zero Tolerance and we ask you to treat receptionists courteously and act reasonably. When people are rude we do encourage a less combative approach from our staff and provide receptionist training to help with this, staff also have regular performance reviews.

There is a wide variety of appointment types available and different clinicians at the Malthouse. When you make an appointment by telephone you will be asked by the receptionist to give a brief idea of the reason for the consultation. This is to ensure that you are seen as soon as you need to be by the correct clinician who is ready and able to help you. It may be if you have a “minor illness” our nurse Practitioner will be able to deal with you, if it is a medication issue perhaps our Clinical Pharmacist can help, if it is a muscular skeletal problem our Physiotherapist could be the right person to see or perhaps it could be our Care Navigator, signposting you to available support services, all saving a doctor’s appointment for someone who needs their particular skills.   If you don’t wish to disclose the reason for your requested visit you are not obliged to but please don’t insist on an appointment “that day” if the need isn’t urgent.

In conclusion you could be forgiven when reading a dozen reviews on social media or blogs that the service provided by the Malthouse receptionists is not good. We accept we will never be as good as we can be (no one should ever accept they cannot improve) and continue to work with the staff daily to improve performance, however, in the context of the over 200,000 contacts a year our reception staff have with patients the really good feedback we get far outweighs the negative and this is something we can all feel positive about.



 
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