IMPORTANT NNEWS UPDATE
NHS Patients, staff and visitors must continue to wear face coverings in healthcare settings
Throughout the pandemic we have strived to make the surgery as safe as possible for all our patients and staff,and will be continuing to do so going forward.
From the 19th July nothing will change at the surgery - patients will need to still wear a face mask or covering, socially distance and use hand sanitiser in the surgery. Our staff will continue to wear PPE. We do understand that it can be frustrating, but we need to ensure the safety of our staff and patients keeping them safe as much as possible, especially the vunerable and sick.
Please click on the link below for the statement released today by the Cheif Nurse of NHS England
Welcome to Abbey Medical Group
Our surgery will be warm, welcoming clean and tidy. Please help us keep it that way. For patients attending surgery, we offer the following facilities:
- Access for disabled people
- A toilet for disabled people
- Baby changing facilities
- Pram and pushchair area in entrance porch
- Health information leaflets
- Limited car Parking Spaces
- A private room if you wish to talk to practice staff in confidence
The Practice is a member of the Newark and Sherwood CCG
Zero Tolerance Policy
Our staff come to work to care for others, and it is important that all members of the public and our staff are treated with respect.
We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take any threatening, abusive or violent behaviour against any of our staff or patients seriously,this includes any posts issued on social media such as facebook ,twitter etc.
If a patient is violent or abusive towards staff members or the practrice ,they will be asked to stop. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients. There will be no appeal process.
In line with the rest of the NHS, and to ensure this is fully observed we have a Zero Tolerance policy, whereby aggressive or violent behaviour towards our staff will not be tolerated under any circumstances.
Any incident of threatening, abusive or violent behaviour may be reported to the local Police Service as part of the NHS Zero Tolerance campaign. We hope that you will understand and welcome this Policy which is in place for the best interests of our hard working staff as well as all the patients we serve. Please note that any non-observance will not be accepted.
If you have the need to make a complaint please do this in writing, as stated in our complaints policy
Abbey Medical Group would like to thank you all for your patience and support during these very difficult times. We have worked very hard to ensure the safety of both our patients and staff, whilst trying to provide a service to 12000 patients across two sites during the COVID pandemic.
There are times when we have to make the difficult decision to restrict some of the usual services we provide during the day to day running of the practice. We have always followed the latest guidance from the government when doing this. These restrictions have to be put in place to protect our most vulnerable patients and staff, and are constantly reviewed. As an added precaution we have adopted a locked door policy at both our sites, as the safety of our staff is paramount, we cannot maintain a service if all our staff are unwell.
During the pandemic we have continued to offer a triage service to all patients, which enables all patients to be screened before they attend the surgery. This has had a big impact on the amount of incoming and outgoing telephone calls especially first thing in the morning during our triage service. Our staff are continuing to work extra hours to enable us to manage the incoming calls but we still find that we are very busy first thing in the morning when the phone lines open. Please can we kindly ask our patients to try and call later in the day if your call is not of an urgent nature.
When the restrictions were lifted for a short time during the summer of 2020 we did provide the extra clinics to catch up with our essential services, such as baby vaccines, smear clinic, coil clinics and contraception advice and many others. We have also continued to provide a lot of our yearly long-term condition reviews over the telephone.
We have recently had a complaint about our management of smear clinics that included cancelling appointments for patients during cervical smear awareness week. We would like to apologise for any distress this caused our patients. We took immediate action to investigate the concerns raised.
Unfortunately this was down to an administration error from outside the practice. The practice followed the usual guidance we receive on a regular basis which advised us to suspend some services during the current lockdown. We didn’t see any reason to question this information, as we had previously suspended some services during the first lockdown. Once we realised an error had been made and that smears were not on the list of restricted services the management team reacted promptly and resolved the issues quickly and efficiently. All patients involved were contacted within 48hours and had their appointments rebooked.
Abbey Medical Group prides itself in offering you all an outstanding service with a high level of care to all our patients and really appreciates your continued support. We are all looking forward to a time when we can have some form of normality in our lives and hope that once again our doors will be open to you all.