COVID-19 has had a unbelievable effect on the general population. It has also had an effect on the way BMP has had to deal with the Pandemic.
Could you describe the changes that BMP has had to make when dealing with the public?
NHS England guidance was for every General Practice to adopt the total triage model to ensure the safety of patients and staff. This meant that patients were required to contact the practice through digital access (email, e-consultation) or telephone. These contacts would then be triaged and then either the patient would be consulted over the telephone, had a consultation over video-link, or invited to attend if there was a clinical need – more often than not, patient needs were and still are addressed over the telephone.
We have been open throughout the pandemic, but using controlled access i.e. all patients met at the door to have their temperature taken and directed accordingly – we have now had a thermal temperature scanner installed in the foyer for patients to take their own temperature. A normal temperature will open the door. A raised temperature will not open the door and the patient liaises with reception regarding access. This has allowed the member of staff to return to their reception duties.
Are any of these changes positive? If so do you foresee any change in dealing with the public that will become permanent in the future and when we get back to normal? And what are they?
The thermal temperature scanner. The complete change in our way of consulting has been welcomed by some who prefer the option to speak first or raise questions on line. We will keep these options open to our patients. As clinicians we also recognise follow up appointments can often be completed as effectively via phone or a video link.
Do you think we will ever get back to normal or will different pandemics become a way of life?
It’s difficult to predict what lies ahead. We hope the pandemic has been a once in a lifetime event. Fortunately, modern science is shortening the pandemic due to the development of very safe effective vaccines in an incredibly short timeframe. However, should a further pandemic arise the model we have used for Covid puts us in a good position.
Were any staff or doctors laid off during lockdown ?
No GPs were laid off, but GPs and staff were also affected by Covid, including the constant periods of isolation. However, there were no Covid outbreaks at the practice due to excellent infection control procedures.
There has been a lot of chatter on social media about the difficulty of telephoning and contacting the surgery during lockdown
Part of the problem is that everyone tries to phone at 8.30am. How can you fix this?
We acknowledge that patients have encountered problems with getting through on the telephones in the morning. Our maximum number of calls pre-Covid were 2,000 per day, this is now anything between 3,000 and 4,000 on any given day. Therefore, we have employed temporary reception staff to help with the workload.
Do you have any information for the public that would help them and the practice to deal with appointments during COVID ?
Remember your local pharmacies and 111. They have a wealth of health related knowledge and can help with many conditions.
Not all conditions need to be seen by a GP. Reception staff ask for a brief description when a patient calls so they can signpost them to the correct clinician; this could be one of our urgent care practitioners or nurses.
Covid vaccination guidance can be found at https://www.gov.uk/coronavirus so that lines aren’t tied up.
Order your repeat medication from https://www.shropshireccg.nhs.uk/local-services/prescription-ordering-direct-pod/
How long do you think it will be before the practice gets back into a normal routine with face to face appointments?
We are currently offering all face-to-face appointments with our urgent care practitioners and minor illness staff, and we will be opening up more face-to-face and pre-bookable appointments with GPs from the middle of June.
The Covid Vaccination Programme has been tremendously successful and everyone BTC talks to is extremely grateful for the efficient way it was carried out.
Who organised this programme ?
The local programme was put in place by SE Shropshire Primary care network which is the collaborative group of 9 local practices. We were quick to agree to undertake the vaccination when raised as an option by the NHS, allowing us to be in the first wave of centres. We saw a corresponding reduction in COVID cases. The staff across the practices have worked with enthusiasm and commitment to deliver the service. Bridgnorth Medical Practice being a modern practice in the centre of the area provided an excellent base for the local population.
Did you have to employ more staff? Were there any volunteers that helped and where did they come from ie; Red Cross? Will this be a continuing thing- and how will this impact on getting back to a normal routine in the practice ?
As part of a local Primary Care Network – this is made up of 9 practices in South East Shropshire – we all provided proportionate levels of staffing to deliver the programme. Initially, this was GPs, Nurses, HCAs, and non-clinical staff from the practice. Over time, the Network made contact with their Patient Representative Group and local volunteers for any help they could provide. We also had off duty clinical staff from hospitals in the County who came along to volunteer their clinical skills.
We have had support from the Council with regards to free parking for vaccination patients. This has been very much appreciated too!
We have also employed temporary administrative staff to manage the huge number Covid appointments that have to be booked to ensure the clinics run smoothly and vaccines are not wasted.
The reduction in car parking spaces on Old Smithfield car park and the development of a Care Home with loss of 144 spaces
What is the reaction of BMP to this news?
Some surprise and concern at the proposed development. Bridgnorth already has a significant number of care homes and any increase does place a significant workload pressure upon the practice. The reduction in Parking is a concern for the whole town, not just the practice. The council should be looking at ways to mitigate the loss of spaces.
How many staff use this car park?
Majority of our administration staff use the car park, but this does not include other clinical departments within the building or the overspill from the Hospital.
Do you have any data on patients or visitors to BMP using the car park ?
No, but we know that it is full on Covid vaccination days, so that pretty much indicates its use.
LNT Care Developments say that 136 car spaces will be adequate – do you agree with them?
Difficult to predict at this stage.
Do you have any alternate arrangements for car parking for BMP?
There is limited parking across the road and we also have the Innage car park, but can be difficult to access with the number of cars and coaches arriving for the three local schools.
Thank you for your response – Editor
