Patient Matters

Working together with our patients to provide healthcare for our local community

Langley Health Centre

Quarterly News Welcome to our Autumn 2019 patient newsletter, sharing information and updates with our patients at Langley Health Centre.

The purpose of this newsletter is to let you, our patients, know what is happening at the surgery, and the wider health locality. Contents This patient newsletter covers the following areas; 1. Health and Wellbeing day 2. Flu and Shingles 3. Over The Counter Medicine 4. Online Access 5. GP Hub 6. A day in the life 7. Social Prescribing 8. Wasted appointments

Join and discover: • The benefits of being active • Eating well • Fatigue management • Support for carers and relatives • Complementary therapies

Time: 10 AM – 3 PM (Registration from 9.30 AM) Date: Thursday 3rd October 2019 AT: Easthampstead Baptist Church South hill Park, Bracknell RG12 7NS Book now: CALL 01753 636050 EMAIL isabel.walton1@nhs.net Complimentary lunch and ample parking

Who should have the flu vaccine? Flu is an unpredictable virus that and can be unpleasant, but if you are otherwise healthy it will usually clear up on its own within a week.

It can cause severe illness and even death among vulnerable groups including older people, pregnant women and people with an underlying health condition.

Certain people are more likely to develop potentially serious complications of flu, such as bronchitis and pneumonia. These people are advised to have a flu vaccine each year.

For otherwise healthy people flu can be very unpleasant, however most people will recover from flu within a week or two.

People who should have a flu vaccine The injected flu vaccine is offered free of charge on the NHS to people who are at risk. This is to help protect them against catching flu and developing serious complications.

You should have the flu vaccine if you:

• are 65 years old or over

• are pregnant

• have certain medical conditions

• are living in a long-stay residential care home or other long-stay care facility

• receive a carer's allowance, or you are the main carer for an elderly or disabled person whose welfare may be at risk if you fall ill

• Front line health or social care worker

SPEAK TO OUR RECEPTIONISTS AT THE SURGERY AND GET YOUR FREE FLU VACCINE WITH US.

Autumn 2019

Get yourself vaccinated, and protect

yourself and your family this winter

Patient Matters Langley Health Centre

Shingles Vaccine

In March 2010, the Joint Committee on Vaccination and Immunisation recommended that routine shingles vaccination should be added to the adult programme for patients aged 70 to 79. In the first year of the programme (2013/14), shingles vaccination was offered routinely for patients aged 70 with a single catch-up cohort, targeting patients aged 79 on 1 September 2013. In the second year of the programme, the catch up programme was extended offering a single dose of shingles vaccine to patients aged 78 and 79 on 1 September 2014.

From 1 September, this programme is for the vaccination of patients aged 78 years on 1 September each year. Patients eligible for vaccination under this programme since it was introduced, remain eligible for vaccination until their 80th birthday.

The roll-out of this programme is being phased in over a period of time to ensure a manageable implementation process.

About shingles

Shingles, also known as herpes zoster, is an infection of a nerve and the skin around it. It's caused by the varicella-zoster virus, which also causes chickenpox.

It's estimated that around one in every four people will have at least one episode of shingles during their life.

Treating shingles

There is no cure for shingles, but treatment can help ease your symptoms until the condition improves. In many cases, shingles gets better within around two to four weeks.

However, it's still important to see your GP as soon as possible if you recognise the symptoms of shingles, as early treatment may help reduce the severity of the condition and the risk of potential complications.

Speak to our practice team if you need more information

Prescribing of over the counter medicine is changing

GP surgeries across East Berkshire are no longer routinely able to prescribe a range of over the counter (OTC) medicines, vitamins and minerals associated with short term conditions and minor ailments. The change follows a national consultation and subsequent NHS England guidance which recommends that OTC medicines associated with minor, short-term conditions, which can either get better by themselves, or can be self-treated by an individual, should no longer be made available on NHS prescription.

During June 2016 and June 2017, the NHS spent approximately £569 million on prescriptions for medicines which could have been purchased OTC from a pharmacy or other outlets such as supermarkets. Between April 2017 and March 2018, GP practices in East Berkshire spent over £3.7 million.

Medicines which will no longer be routinely prescribed include, for example, medicines for coughs, colds, infrequent cold sores of the lip, mild to moderate hayfever, mild cystitis, nappy rash, warts and verrucas, earwax and head lice. It also applies to a range of vitamins and minerals, unless from medical tests it is clear that the person does not have sufficient natural levels. For the full list, please visit:

www. eastberkshireccg.nhs.uk/about-us/medicinesprescribing-information/over-the-counter/

Autumn 2019

Patient Matters Langley Health Centre

Over the Counter medication: Frequently Asked Questions What do you mean by over-the-counter medicines? Over-the-counter (OTC) medicines can be bought directly without a prescription from a community pharmacy, supermarket or other shops. Some examples include: paracetamol and ibuprofen; antihistamines; and indigestion treatments.

Why is the change being made?

The decision for East Berkshire follows a national consultation and NHS England guidance which recommends this change. As a commissioner (buyer) of services and treatments, we have a duty to plan and prioritise fairly and use the public money available to achieve the maximum health benefit for the people of East Berkshire. Between April 2017 and March 2018, the prescribing cost for these medicines locally cost over £3.7 million which we think could be put to better use to support more serious health conditions. Costs to the NHS are often higher than those over the counter when other fees are included such as those for dispensing or medical consultations. The change will also help ease some of the pressure on GP appointments, so doctors and other healthcare professionals can concentrate on patients with more serious or long terms conditions.

What happens if someone cannot afford to pay for the medication over the counter?

Many of the conditions on the list are conditions which will get better on their own without treatment or alternatively, the over the counter medication has not been shown to be effective. In these cases there will be no harm in not taking medication for your condition. You may be able to make some lifestyle changes that will help you feel better or simply take some time to rest.

What happens if I am already exempt from paying for my prescription?

The change applies to everyone, whether they pay the NHS prescription charge or get their NHS prescriptions for free.

My child is under 16 years old and normally gets their prescriptions free. How does this affect them?

The change applies to everyone, whether they pay the NHS prescription charge or get their NHS prescriptions for free.

Will there be any exceptions?

There are exceptions to the change which include:

• Over the counter products can be prescribed if they are treating a long-term condition e.g. osteoarthritis.

• Pharmacists, nurses and doctors should be aware of red flag symptoms that may indicate that the condition is more serious and act appropriately in response to those symptoms.

• If an individual cannot be sold a product over the counter because of restrictions in the product license, then a prescription may be considered.

• Where all over the counter options have been tried and are ineffective then a prescription only medicine may be considered.

• Individual patients where the clinician considers that their ability to self-manage is compromised as a consequence of medical, mental health or significant social vulnerability to the extent that their health and/or wellbeing could be adversely affected, if reliant on self-care

Autumn 2019

Patient Matters Langley Health Centre

Keeping seasonal coughs and colds at bay

Ask your pharmacist what medicines should be in your cabinet and how to help you and your family get through the winter season.

Many over-the-counter medicines (including paracetamol and ibuprofen) are available to relieve symptoms of common winter ailments such as cold, sore throat, cough, sinusitis or painful middle ear infection (earache). Always seek advice from your pharmacist at the first sign of a cough or cold before it gets more serious.

Stay warm It is also important to keep warm in winter – both inside and outdoors. Keeping warm over the winter months can help to prevent colds, flu and more serious problems such as heart attacks, strokes, pneumonia and depression.

Heat your home to at least 18C (65F). You might prefer your main living room to be slightly warmer.

Keep your bedroom window closed on winter nights – breathing cold air can be bad for your health as it increases the risk of chest infections.

Stay active Keep active when you're indoors. Try not to sit still for more than an hour or so. Wear several layers of light clothes. They trap warm air better than one bulky layer.

Stay informed Make sure you're receiving all the help that you're entitled to. Learn how to make your home more energy efficient, improve your heating and keep up with your energy bills at www.gov.uk/phe/keep-warm

Catch it. Bin it. Kill it. Flu is very infectious and spread by germs from coughs and sneezes, which can live on hands and surfaces for 24 hours.

To reduce the risk of spreading flu:

• use tissues to trap germs when you cough or sneeze

• wash your hands often with warm water and soap

• bin used tissues as quickly as possible

Autumn 2019

Patient Matters Langley Health Centre Autumn 2019

Did you know we now have online access for patients to access appointment, request medications and access their medical records. If this is something you would like to sign up for please pop into the surgery to register for this service. Please note you will need to bring some form of photo ID with you to register.

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General Practice Hub Slough People living in Slough, can access additional appointments outside of normal practice hours, including some at weekends. People must be registered with a GP surgery locally in order to access such services. These appointments are available through their own GP practices and the service is bookable in advance only. The appointments are for routine general practice issues and not for emergency care. Patients with booked appointments will be seen at Bharani Medical Centre, Lansdowne Avenue, Slough SL1 3SJ.

There are a range of different clinical types of appointments available including GPs, nurse, healthcare assistant and phlebotomy clinics. For more information please follow the link https://www.eastberkshireccg.nhs.uk/local-services/extended-access-appointments-gp-services/extended-access-slough/

Patient Matters Langley Health Centre

A day in the life of a Langley Health Centre Receptionist

Some days are sweet, some not, and some you never know what’s brewing!

A colleague kindly makes us all a cup of tea which will be waiting on the desk where we may be working that day, quick sip and the day begins.

The patient are queuing outside the main entrance. Computers on, logged in, and we are off.

Many patients are requesting appointments. Telephones and reception filling slots as quickly as possible, and on to the next patient. Queries about prescriptions, can they have them now, are they repeat, do they need to speak to the Doctor, or can we put them on the list for a phone call? Decisions, decisions.

A quiet moment! A sip of now tepid tea or quickly try to sort out a question about an insurance form, take your login card out. Too late! More patients arrive. Log in, no tea, another query to put on the list. Doctor brings out signed prescriptions, try to fold and sort into relevant pharmacists books, between appointment requests. Anyone for another cuppa?

No appointments left. Is it immediately necessary? Can you try again tomorrow?

Sample bought in. Gloves on, check bottle has name, DOB, Address etc.. A spare moment! Log out take sample to collection bag. Another queue! Gloves off, sanitise hands, log in. (Second cup going cold)

Lunchtime.

Part time colleagues come, and go. Logging out and logging in. ‘Another cup of tea?’

Patients still requesting appointments, call backs, prescriptions, referral letters, insurance forms. A chance to have a sip? Not a chance! Family wanting to register. Checking forms filled correctly, checking address details sharing information about the surgery.

A few moments grace? Taste that cold tea! Nope. The pharmacist rings to chase prescriptions.

The day is nearly over, lock down can begin. Log out, check windows and doors, turn off screens, tidy waiting rooms. A quick taste of that lukewarm brew? No, Patient rushes in for a prescription, log in to locate said script. Satisfy patient, follow them out and lock the main door. Log off again and shut down. Carry all of the nearly full, abandoned mugs of tea into the kitchen and wash up.

As I collect my belongings its ‘Goodnight everyone I’m off home to have a hot cup of tea!’

Autumn 2019

Patient Matters Langley Health Centre

Social prescribing across Slough

Social prescribing connects older people with organisations and services which can support them. It is available to carers, people at risk of falling and those who are frail.

Social prescribing is being rolled out across all GP practices in Slough.

The service is aimed at helping older people improve their health and happiness.

The CCG and the Slough Borough Council have soft-launched social prescribing at four GP practices.

Residents are referred to a wellbeing prescriber by a member of staff at their GP surgery.

They help identify activities and services which offer emotional and practical support while improving health.

The wellbeing prescriber might suggest activities such as SMILE (So Much Improvement with a Little Exercise) sessions, creative groups like art and music or other services.

Dr Amandeep Dosanjh, GP Partner at The Cedars Surgery, said: “The wellbeing prescribers support and motivate our patients to resolve issues that may be affecting their health and wellbeing. This has been a real success, giving patients a lifeline to a life they thought was out of reach, improving their health and reducing their dependence on medical care.”

An example of the role of social prescribing is that of a maidenhead patient who was unable to get out much due to her health problems. She was put in contact with the wellbeing prescriber at her surgery to help her manage her condition. She was introduced to Friends in Need and was encouraged to attend SMILE activity sessions when she was well enough to do so. She said: “I’ve found it’s as if all the doors are open for me

but it’s me who has to walk through them. I’ve got some ray of hope of living; it’s like a lifeline for me these groups.”

If you would like further information or feel that you would benefit from the service, please do not hesitate to speak to us at the practice.

Patient Participation Group

Patient Participation Groups are groups of active volunteer patients that work in partnership with practice staff and GPs.

PPGs can bring significant benefits to the practice: reducing costs, improving services, allowing resources to be used more efficiently and, most importantly, developing mutually supportive networks outside the GP or nurse appointment. Groups help the practice by enabling GP teams to be proactive in providing services that truly reflect what patients want and need. Please enquire at reception if you would like to discuss about joining our practices’ PPG.

Not got any time?

Did you know we have created a virtual PPG. This means that you can sign up to receiving notifications about the surgery and its service via an email. There are forms in reception.

We have also created a broadcast group on WhatsApp to give you information on services we provide. Use the QR code to join the group.

If you do have any suggestions on how we can improve things further, please do not hesitate to let us know. Together, patients and surgery, the service we provide is stronger.

Autumn 2019

Patient Matters Langley Health Centre

If you book and then subsequently do not attend for an appointment with our clinicians, this has an impact on the practice and our patients.

Therefore as a practice we have a policy which details that if you miss appointments and this has occurred on three separate occasions over the past year, you will be sent a letter detailing that if you were to miss any further appointments at the practice in the forthcoming year that the usual outcome in this situation is to remove you from the practice list in line with our practice’s “Did Not Attend Policy”, and advice you to register with another GP surgery.

We do not want to do this, but also need to limit the impact it has on our other patients and the services we provide for all our patients.

In the months of June, July and August 2019, at Langley Health Centre we had the following wasted appointments;

- 174 Doctors appointments, wasting 29 hours

- 23 Nurse appointments, wasting over 4 hours.

Total wasted time:

- Over 8 and a half hours

Cost to the NHS

£ 2500.00

I am sure you will all agree that this cannot carry on, and is unacceptable as it has an impact on you, our patients. We want to work with our patients to help reduce the wasted resources within the NHS.

Wasted appointments

As you may know, the demand on the NHS and our practice for patient appointments is extremely high and failing to attend these appointments impacts on the services we can provide for our patients greatly. Wasted appointments may also mean that another patient who wants to see their GP or Practice Nurse is unable to due to limited availability.

The effects of missed appointments when patients fail to contact the surgery in advance to cancel/change appointments are:

- An increase in the waiting time for appointments

- A potential risk to the health of a patient

- Frustration for both patients and staff

- A waste of resources.

If something arises meaning you may miss or be late for an appointment, please let us know at least an hour in advance. Your appointment can then be given to someone else and a new one can be offered to you if needed.

Autumn 2019