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Ivy Medical Group Complaints Leaflet

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Easter PPG Newsletter 2021

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Dr Panesar responds to media reports

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May 2021 GDPR Privacy Policy

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COVID-19 Privacy Notice extended to 31 March 20222

COVID-19 Privacy Notice

Practice Update

Update and Zero Tolerance Information

Adults aged 75 and over, residents in care homes for older people and those age 12 and over with a severely weakened immune system are being urged to book a spring booster vaccine from today. The spring booster programme opens on 21 March and offers the most vulnerable members of the community a chance to top up their immunity because Covid-19 is more serious for older people and those with a weakened immune system. The NHS will contact those who are eligible to make a spring booster appointment. The NHS will prioritise those whose clinical need is greatest, as it has throughout, starting with those who have had a bigger gap since their last dose, then working through the cohort to invite others who have waited less time. Everyone who is eligible will be offered a top up over the Spring and early Summer. The public will be able to book an appointment at more than 50 sites across Nottingham and Nottinghamshire including pharmacies, Vaccination Centres and GP practices. PLEASE SEE OUR NEWS SECTION FOR FURTHER INFORMATION REGARDING THE SPRING BOOSTERS

Alert

Spring Covid-19 booster vaccines.

THURSDAY 24th FEBRUARY: We would like to advise you that the practice will be closed from 12.30pm on Thursday 24th February for staff training. If you need to collect a prescription, please ensure you have collected it from us before we close at 12.30pm. We will reopen on Friday 25th February as normal. If you need medical care during this time please call 111, or 999 in case of a life-threatening emergency.

Practice will be closed this afternoon, Thursday 24th February for Staff Training

Our teams have been working hard to look after our patients and have delivered a fantastic vaccination campaign as well as primary medical services. We wanted to let our patients know that this week we have significant staff numbers off due to Covid-19 illness or isolation. Please bear with us as we work with reduced capacity for the next week or two. Thank you to our patients for all the support and understanding we have received. Together we shall get through.

Covid-19 Staffing Pressures

Our team have completed hundreds of Covid booster vaccinations today. Some of the feedback we’ve had suggests some patients aren’t sure to have the booster before Christmas or after. We would encourage boosters as soon as possible to avoid Covid impacting Christmas. We have a Wednesday clinic and when invited please do have your booster as soon as you can. Dr Panesar.

Booster push before Christmas

Our practice team have worked incredibly hard and at the end of this week had completed all vulnerable house bound and care home vaccinations, a massive achievement. Next week we have a full vaccination team working hard on clinics. All urgent care is continuing but help us by calling only when needed for urgent issues. Thank you for your support. Together we shall get through.

Accelerated Booster Programme

Our practice Accelerated COVID19 Booster campaign is now underway. Thank you for all the support from our patients to help save lives in the months to come. The government has asked the NHS to focus on boosters for the next few weeks. We are here for you for urgent matters but please call only if absolutely needed with routine work being prioritised to January. Together we shall get through.

We have now received clear directions form NHS England to prioritise accelerated COVID boosters and to delay some routine work until the end of December in this national crisis. We are now directing our staff to vaccinate our most vulnerable at home this week and we will be providing frequent vaccination clinics at our sites through December and January. All urgent care is continuing, and we are still here for you, but we please ask for your help in calling only when absolutely needed. Together we shall get through.

Please note that the practice is hearing of the accelerated vaccine booster programme at the same time as our patients. Further details will be shared as soon as we know more but until then please could we ask our patients to keep our lines free of booster enquires to allow prompt urgent care. Thank you all and together we shall get through.

Accelerated booster programme

Booster vaccine doses are available on the NHS for people most at risk from COVID-19 who have already had 2 doses of a vaccine. You are eligible for a booster dose after 6 months after you had your 2nd dose, sooner for the most vulnerable. Our practice team are running clinics by invitation to book people in for their boosters at our surgeries. The eligible will be contacted when vaccine is available. We thank our patients for their support and look forward to protecting our communities. #teamIVY

Covid19 Booster Vaccinations

Booster vaccine doses are available on the NHS for people most at risk from COVID-19 who have already had 2 doses of a vaccine. You are eligible for a booster dose after 6 months after you had your 2nd dose. 𝗧𝗵𝗼𝘀𝗲 𝗲𝗹𝗶𝗴𝗶𝗯𝗹𝗲 𝗶𝗻𝗰𝗹𝘂𝗱𝗲:people aged 40 and overpeople who live and work in care homesfrontline health and social care workerspeople aged 16 and over with a health condition that puts them at high risk of getting seriously ill from COVID-19carers aged 16 and overpeople aged 16 and over who live with someone who is more likely to get infections (such as someone who has HIV, has had a transplant or is having certain treatments for cancer, lupus or rheumatoid arthritis)How to get a booster: There are a number of sites across Nottingham and Nottinghamshire delivering the booster jab. You can book an appointment on the NHS website https://www.nhs.uk/conditions/coronavirus-covid-19/coronavirus-vaccination/book-coronavirus-vaccination/or by calling 119. GP Practices are also able to provide your Covid booster vaccine at planned clinics run by the GP Practice staff. We are pleased to advise you that Ivy Medical Group will be holding regular Covid booster clinics during the coming weeks, you will receive an invite by text message or by telephone from the practice to book in when eligible.

Routine Announcement

𝗛𝗼𝘄 𝘁𝗼 𝗴𝗲𝘁 𝘆𝗼𝘂𝗿 𝗖𝗼𝘃𝗶𝗱 𝗕𝗼𝗼𝘀𝘁𝗲𝗿 𝘃𝗮𝗰𝗰𝗶𝗻𝗮𝘁𝗶𝗼𝗻𝘀

The government has now released information regarding changes that will be effective from the 19th of July onwards with regards to Covid-19 restrictions designed to limit the spread of Covid-19. Read the practice updates in our news section.

Dr Panesar outlines the changes due on the 19th of July

We have posted a response to recent confusing media coverage to our patients. Please do have a read for an update of how your practice has been working during the pandemic in our news section.

Dr Panesar responds to recent confusing media reports. 

The Practice is proud to be completing the second Covid19 Vaccination for care home residents today. This ensures the most vulnerable are protected to the best of our ability. Together we shall get through...

Second dose care home Vaccinations, done!

We would like to pass on apologies from our Nottingham and Nottinghamshire CCG for people who have been trying to book a vaccination appointment this morning. The booking system was opened too early to people over 40 and has now been rest to offer appointments to people over 50. Please note all appointments booked this morning will be honoured. For more information please contact the CCG

Covid-19 vaccinations booking system error

The practice has been waiting for permission from NHS England and vaccine supply to be able to undertake Covid-19 vaccinations at our practices. We are delighted to advise our patients that we now have permission and vaccine supply should allow our first clinic on the 18th of March 2021. We plan to run regular clinics and our admin staff will contact eligible patients. Please do not call in to reception in order to keep our lines free for medical care. We would like to thank our patients for their support. Together we shall get through.

Covid-19 Practice Based Vaccinations

As the practice nears completion of our Flu vaccination program for 2020-21 we are delighted to inform our patients that the practice has achieved No. 1 in our CCG area for achieving the highest percentage of patients vaccinated in any practice and we have vaccinated over 2800 patients in a few months. Thank you to our patients for their engagement and support.

No. 1 in the area for Flu Vaccinations 2020-21

We have been made aware of fake text messages being received by patients claiming to offer the COVID-19 vaccination. We would like to inform our patients to be on guard for any messages that do not come from a trusted source or offer vaccination when not in key cohorts. If in doubt ring 119 or the vaccination teams for advice. The surgery does not undertake the recall process so please avoid calling the practice reception team regarding vaccination messages.

Fake Covid invitations

Over 70s COVID19 vaccinations available to our patients at the following link: https://www.swiftqueue.co.uk/nottinghamc19vpatient.php

COVID19 over 70s

Our practice is involved in COVID19 vaccinations for our vulnerable Care Home residents today (22nd of January 2020). As such our staff are deployed in supporting this vital work today. The practice is closed for urgent matters but full cover is provided for patients care needs by our fantastic NEMS team. Please call on 111 or through our numbers for divert for any urgent matters. We are always here for you. Booked activity will continue as planned. Thank you for your support at this challenging time

Care Home Vaccination program and urgent matters covered by NEMS

NHS Nottingham and Nottinghamshire CCG are now asking all over 80s who have not yet booked their vaccination, to do so.&nbsp;See our news section on how to book

Information on booking COVID vaccination if over the age of 80.

Information on local COVID19 vaccinations for over 80s can be found here: <a href="https://nottsccg.nhs.uk/ccg/covid-19-vaccinations-in-nottinghamshire-letters-being-sent-to-over-80s-look-out-for-yours/" rel="noopener noreferrer" target="_blank">https://nottsccg.nhs.uk/ccg/covid-19-vaccinations-in-nottinghamshire-letters-being-sent-to-over-80s-look-out-for-yours/</a>

COVID19 over 80s vaccinations

The NHS is now gearing up to vaccinate patients with the COVID19 vaccine. This is a joint effort with primary care and our health care community. Plans to vaccinate are currently being developed. Those patients eligible will be notified shortly and we kindly ask that rather than calling, patients await an update. We understand how important it is to be kept up to date and patients will be notified very soon.

COVID19 Vaccinations

Booking for Flu vaccinations for 50-64 year olds are underway at the practice. The program will commence after the 1st of December and we are calling patients to book at times to match vaccine deliveries. Our teams will be in touch with eligible patients very soon.&nbsp;

Flu 50-64yr olds

We are happy to announce that the Ivy Medical Group has been registered as a research ready organisation by the Royal College of General Practitioners. We will be helping support research in areas such as COVID and Long Term Conditions. We will update our patients on areas of research over the coming months.

Research Ready Practice

As we get into mid November we would like to remind our patients that if you are eligible for a flu vaccination please book in with our team. Please contact any of our surgeries to book in. We very much look forward to providing you with your flu protection.

Flu Campaign

Our flu clinics are now open for making your appointment. For all available dates please see information in our NEWS section. Please contact any of our surgeries to book in. We very much look forward to providing you with your flu protection

Flu clinic dates now available for booking

The practice is now commencing its 2020 Flu vaccination campaign. With Coronavirus it is very important to be protected from influenza this year so if you are eligible for the Flu vaccination please book in with our team. Our clinics are being held at our Burton Joyce and Lowdham surgeries for your convenience, and we are also now pleased to be able to offer our patients an appointment on a Saturday starting from Saturday 3 October, with more clinics to be added as we receive further supply of the flu vaccine

Practice Flu Vaccination Campaign for 2020

Due to Coronavirus, GP practices are working differently to protect staff and patients. Practices are working between the hours of 8.00am and 6.30pm but are using telephone, video and online consultations to hold appointments with patients. When you speak to your practice, they will decide whether you need a telephone/video or face to face appointment with your doctor/nurse. You may be asked to visit the practice if necessary

Covid-19 and primary care

If you or someone you live with develops symptoms of coronavirus, you can get an isolation note to send to your employer as proof you need to stay off work. Please use links below for advice and how to obtain an isolation note. You do not need to get a note from a GP. Please see <a href="https://www.nhs.uk/conditions/coronavirus-covid-19/self-isolation-advice/" rel="noopener noreferrer" target="_blank">https://www.nhs.uk/conditions/coronavirus-covid-19/self-isolation-advice</a> or <a href="https://111.nhs.uk/isolation-note/" rel="noopener noreferrer" target="_blank">https://111.nhs.uk/isolation-note</a>

COVID-19 Isolation Note

If you suspect you have Covid-19 symptoms please book a test at https://www.nhs.uk/conditions/coronavirus-covid-19/ or by calling 119.

Coronavirus Test and Treat

Data Protection Privacy Notice for Patients<h2>Introduction:</h2>This privacy notice lets you know what happens to any personal data that you give to us, or any that we may collect from or about you.This privacy notice applies to personal information processed by or on behalf of the practice. This Notice explains:<ul><li>Who we are, how we use your information and our Data Protection Officer</li><li>What kinds of personal information about you do we process?</li><li>What are the legal grounds for our processing of your personal information (including when we share it with others)?</li><li>What should you do if your personal information changes?</li><li>For how long your personal information is retained by us?</li><li>What are your rights under data protection laws?</li></ul> General Data Protection Regulation (GDPR) became law on 24th May 2016. This is a single EU-wide regulation on the protection of confidential and sensitive information. It enters into force in the UK on the 25th May 2018, repealing the Data Protection Act (1998).For the purpose of applicable data protection legislation (including but not limited to the General Data Protection Regulation (Regulation (EU) 2016/679) (the GDPR), and the Data Protection Act 2018 (currently in Bill format before Parliament) the practice responsible for your personal data is [The Ivy Medical Group].This Notice describes how we collect, use and process your personal data, and how, in doing so, we comply with our legal obligations to you. Your privacy is important to us, and we are committed to protecting and safeguarding your data privacy rights<h2>How we use your information and the law.</h2>The Ivy Medical Group will be what’s known as the ‘Controller’ of the personal data you provide to us.We collect basic personal data about you which does not include any special types of information or location-based information. This does however include name, address, contact details such as email and mobile number etc.We will also collect sensitive confidential data known as “special category personal data”, in the form of health information, religious belief (if required in a healthcare setting) ethnicity, and sex during the services we provide to you and or linked to your healthcare through other health providers or third parties.<h2>Why do we need your information?</h2>The health care professionals who provide you with care maintain records about your health and any treatment or care you have received previously (e.g. NHS Trust, GP Surgery, Walk-in clinic, etc.). These records help to provide you with the best possible healthcare.NHS health records may be electronic, on paper or a mixture of both, and we use a combination of working practices and technology to ensure that your information is kept confidential and secure. Records which the Practice hold about you may include the following information;<ul><li>Details about you, such as your address, carer, legal representative, emergency contact details</li><li>Any contact the surgery has had with you, such as appointments, clinic visits, emergency appointments, etc.</li><li>Notes and reports about your health</li><li>Details about your treatment and care</li><li>Results of investigations such as laboratory tests, x-rays etc</li><li>Relevant information from other health professionals, relatives or those who care for you</li></ul> Read more in our full Privacy Statement<a href="https://bit.ly/3wJdoga" rel="noopener noreferrer" target="_blank">Read more in our full privacy statement which is available in our download section or click here...</a>

This privacy notice lets you know what happens to any personal data that you give to us, or any that we may collect from or about you.

Privacy Notice

This summary describes the practices approach with private and non-NHS work.The Ivy Medical Group is a proud NHS provider of Primary Medical Services to our patients, free at the point of delivery and of the highest quality. There are some services, such as certain vaccinations and completion of medical reports and forms, which are chargeable as they do not fall under the terms of service of the NHS Standard Contract.<h2>What kinds of things are chargable?</h2>Examples of non-NHS services for which GPs can charge their NHS patients are:&nbsp;<ul><li>Accident/sickness insurance certificates</li><li>Certain travel vaccinations</li><li>Private medical insurance reports</li><li>HGV medicals</li></ul> Examples of non-NHS services for which GPs can charge other institutions are:<ul><li>Medical reports for an insurance company</li><li>Some reports for the DSS/Benefits Agency</li><li>Examinations for employment purposes</li></ul> <h2>How do I request non-NHS work and how much will it cost?</h2>If you require support with non-NHS / private work, please contact our medical secretaries. Fees for non-NHS / private work will always be quoted before work is undertaken.&nbsp;<h2>How long will non-NHS work take to complete?</h2>Please note that GPs are not obliged to do any of the above work, it will always take second place to clinical work. Time spent completing forms and preparing reports takes the GP away from the medical care of his or her patients.&nbsp;Please do not expect your GP to process forms overnight. You should expect the form(s) to take upto 4 weeks for the GP to complete and return. This includes simple certificates or GP signatures. When a doctor signs a certificate or completes a report, it is a condition of remaining on the Medical Register that they only sign what they know to be true. In order to complete even the simplest of forms, therefore, the doctor might have to check the patient's entire medical record.We will always try and complete administration requested by our patients as soon as possible but please be aware that it may take up to 28 days. We would like to thank our patients for their understanding with this process.

This summary describes the practices approach with private and non-NHS work.

Non-NHS / Private Work

<h2>Do You Look After Someone who is Ill, Frail, Disabled or Mentally Ill?</h2>We are interested in identifying carers, especially those people who may be caring without help or support. We know that carers are often “hidden” looking after a family member or helping a friend or neighbour with day to day tasks and may not see themselves as a carer.Caring for someone is an important and valuable role in the community, which is often a 24-hour job that can be very demanding and isolating for the carer. Carers should receive appropriate support by way of access to accurate information on a range of topics such as entitlement to benefits and respite care and not least, a listening ear when things get too much.As a Carer, you are also entitled to have your needs assessed by Adult Care Services. A Carer’s Assessment is a chance to talk about your needs as a carer and the possible ways help could be given. It also look at the needs of the person you care for. There is no charge for an assessment.The Practice’s CARERS CHAMPION is Rebecca Warren. Rebecca is one of our Nurses and keeps up to date with the latest guidance and news for Carers. You can leave a message for her with Reception and she will get in touch or you can book an appointment to see her in her session on a Wednesday morning.<a href="https://ivymedicalgroup.com/carers" rel="noopener noreferrer" target="_blank">Read more information for Carers by clicking here...</a>

Information for Carer's from our Carer's Champion, Mrs Rebecca Warren

Carer's Information

<h2>Out of hours Care</h2>For patients that require primary care outside of core hours this medical care is provided by Nottingham Emergency Medical Services. You can access out of hours primary care by contacting our phone number which will be diverted to out of hours care or by calling 111. Emergency services are available on 999 for medical emergencies such as chest pain or acute shortness of breath. AE care is provided at Nottingham University Hospital, Queens Medical Centre site.<h2>Visit your local pharmacy</h2>If you need advice for minor health problems you can speak to your pharmacist for on-the-spot advice and remedies for a wide range of problems such as stomach upsets, coughs and colds, cystitis and emergency contraception.<h2>Walk-in Centre</h2>There are two walk in centres in Nottingham which can deal with minor illness and injury. Details are available here.Please note that these are nurse led and usually there are no doctors at these sites. If you think you may need a prescription or see a doctor then you may be better off waiting until the practice reopens or dialling 111.<h2>Serious Illness and Major Accident</h2>In case of serious illness or major accident dial 999 or attend the nearest A&amp;E. The nearest accident and emergency to the practice isQueen’s Medical Centre CampusDerby RoadNottinghamNG7 2UH<h2>Access to NHS Dentistry</h2>However, if you need urgent dental care, help is at hand:CALL your dental practice:They will give you advice over the telephone and make arrangements for you if you need to be seen.If you don’t have a dentist, find your nearest dentist and CALL them. You can search for your nearest dentist at: <a href="https://www.nhs.uk/service-search/find-a-dentist" rel="noopener noreferrer" target="_blank">https://www.nhs.uk/service-search/find-a-dentist</a>You can also contact NHS 111:You can ask for a translator if you need one.NHS 111 is available 24 hours a day, 7 days a week&nbsp;If you’re deaf, you can:use the NHS 111 British Sign Language service https://interpreternow.co.uk/nhs111&nbsp;orcall 18001 111 on a textphoneDo not worry if you have COVID-19 symptoms, appropriate arrangements can be made to see you if you need urgent dental care.

Information outlining how to access out of hours care in Nottingham.

Out of Hours Care

The Ivy Medical Group is delighted to announce new services available to our patients including Physiotherapy and Clinical Pharmacy support of safe use of Medications. We hope our patients will find these services to be very valuable in managing their health and move us to a proactive approach aiming for the best in class care for our population.<h1>Clinical Pharmacists</h1>Working without PCN, Arrow Health, our practice are delighted to announce the availability of advanced services to our patients. We are happy to announce that our patients will be supported with medication management by our Clinical Pharmacists. Mr MIlan Patel is providing advanced medicines management services for our patients which includes review medications to ensure they are appropriate and safe as well as proactively monitoring patients on higher risk medications and on those with lots of medications. Milan will also be undertaking actions to adjust medications with the latest research and bulletins to ensure we keep our patients safe on their treatments. We would also like to welcome Briony Leighton who is a specialist Clinical Pharmacist for patients in care homes. Briony will be joining our clinicians in weekly reviews and ward rounds for our care homes to ensure our patients are safe and have the very best in medical care.Here is a message from Milan:<blockquote>"My name is Milan and I am the Primary Care Network (PCN) clinical pharmacist that will be working across IVY Medical Group and Plains View Surgery. I will be working as part of the multi-disciplinary team to meet the needs of patients and provide my expertise with any medicine related queries. I have over 15 years of experience as a practicing Pharmacist and last year I acquired my independent prescribing qualification.&nbsp;My role is to support patients and the practice by carrying out structured medication reviews for patients on long term conditions and the other areas set out by the NHS England. As part of my responsibilities I will also be supporting the practices to adopt a patient safety theme to promote safe prescribing. The purpose of having a clinical pharmacist in GP practice is to help with any medicines related queries, help with minor ailments, carry out reviews and practice audits and free up time for GPs to see patients that have complex issues or comorbidities. I am looking forward to helping the teams at Ivy and Plains and improve the patient experience by answering any medicines related queries or prescription queries."</blockquote>Milan will be with us at the practice on Tuesdays mainly and Briony will be with us on Tuesday afternoons to support our care home reviews.<h1>First Contact Physiotherapist</h1>Working with our PCN, Arrow Health, we are delighted to welcome Mr Gurpal Matharu to our team. Gurpal is a highly trained First Contact Physio and will be working with us on Mondays. He is directly bookable by our patients for musculoskeletal problems and will be able to provide one for the most comprehensive musculoskeletal assessments available.The role of First Contact Physiotherapists (FCPs) in Primary Care is to assess patients with soft tissue, muscle and joint pain and to decide on the most appropriate management pathway. FCPs are physiotherapists with expertise in the assessment and management of Musculoskeletal (MSK) conditions.&nbsp;Here is a message from Gurpal:<blockquote>"Hi, I’m the First Contact Physiotherapist (FCP). I have almost ten years of experience assessing and treating musculoskeletal (MSK) conditions across hospitals and clinics up and down the UK. I’m here for your MSK needs; whether it be a painful back/neck, a new injury or even something that has been bothering you for a while and starting to affect your day-to-day tasks. My role will be to expertly assess and refer you on to the service that suits you best. Or it might even be something which will clear up with a few simple exercises and time!"</blockquote>Gurpal will be available on Mondays to book appointments for patients with Musculoskeletal problems.

Practice Services

Advanced Services

Our clinical team aim to provide the very best care we can and the best location to allow us to do so is at the surgery. Our practice site has the best facilities for assessing your medical condition including the correct examination facilities as well as medical equipment needed to make an accurate assessment. For this reason we encourage our patients to attend our surgery sites where ever possible.We understand that in some circumstances patients are not able to attend the surgery because:<ul><li>Your medical condition may mean that transportation would result in a significant deterioration in your medical condition</li><li>Your condition means that you are fully house bound at all times.</li></ul> In these circumstances we provide a home visiting service. If you need a home visit please contact our practice before 10:00 am. On your request one of our clinicians may call you back to triage your home visit request. The clinician may be able to address your medical needs via this triage call or may choose to visit you at home. The clinician will also decide on the urgency of your home visit and urgent medical issues may require a 999 response. If you are significantly unwell or have chest pain then please call 999 for immediate medical attention. You may be visited by a community nurse or health visitor if your care is best addressed by our community team.We can not provide a home visiting service in situations where transport is the primary issue. This is because we must ensure our clinical team are addressing conditions based on medical need. NHS resources are limited and we appreciate the assistance of our patients to use our medical team in the most effective way possible.

Our home visiting policy

Home Visits

<h2>Our feedback and complaints policy</h2>At the Ivy Medical Group we aim to offer the very best service we can to our patients. Our staff work to deliver the very highest quality of care. In order to make our service better we greatly value patient feedback. If you would like to provide feedback on our services please contact our practice team. Our patient participation group meets regularly to ensure patients have a strong voice in the services we deliver.We recognise that on occasion patients may feel that we have not reached our usual high standards with regards to the care we provide and our services. In these rare situations we encourage patients to bring these issues to our attention. We welcome informal complaints and in many cases a response from our senior team can address any concerns patients may have. This also allows us to improve our services for the future. Our practice follows the NHS Complaints procedure and we fully investigate any complaint made to the practice. Making a complaint does not affect negatively the care your receive and we treat all complaints fairly and transparently with the aim of learning from all investigations to make our service better.<h2>The NHS Complaints Procedure</h2>If you would like to raise a complaint please contact our reception team to raise a local complaint. A practice level complaint is often the fastest and most responsive way to address patient complaints. Our practice manager will recieve practice level complaints and will instigate an investigation. We will respond to you within three days to acknowledge your complaint and agree a way forward.<h2>What if I'm not happy?</h2>If after full investigation at the practice you are unhappy with the process or the outcome you may approach the Parliamentary and Health Service Ombudsman. The Ombudsman is the final recourse within the NHS Complaints process. It is a free and independent service which may only look at and/or investigate complaints where all opportunities for local resolution have been thoroughly pursued and there is still an outstanding issue to be addressed.<h2>Where can I find out more?</h2>To learn about how to provide positive feedback or raise an informal or formal complaint please contact our practice manager. Further information on our complaints procedure is available in the practice with both an opportunity to speak to our staff or to collect written information.

Feedback

Feedback and Complaints

<h1>Notes of a Meeting of the Ivy Medical Group Management Team and the Co–Chairs of the Patient Participation Group</h1> <h2>Virtual Meeting by Team Windows</h2><h2>Tuesday 9th March 2021</h2>&nbsp;AttendancePPG Co-ChairPPG Co-ChairDr Panesar GP, Ivy Medical GroupMelanie Maddock Practice ManagerVictoria Hann Deputy Practice Manager&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;1.&nbsp;WelcomeThe&nbsp;PPG Co-Chair gave a warm welcome and introduction to the Practice Manager and the Deputy Practice Manager.2.&nbsp;Covid Vaccination Update Dr Panesar explained that the Vaccination Programme is being run by the NHS Locality Team and this included the need for Home Visits for patients who are unable to get to any of the Vaccination Centres.&nbsp;Details about the programme and how to apply are available on the Locality Team website or by phoning 119.&nbsp;He understood the PPGs concern that patients attempts to get through on the phone were often unsuccessful and undertook to pass this on to the Team to see whether access could be improved.The practice have started to monitor which practice patients have had the first vaccine and are pleased to find that less than 100 of patients over 65 have not yet been vaccinated.3. CommunicationThe meeting recognised the need to keep patients informed of developments in these difficult times and discussed how this might best be achieved.It was agreed to draw up a newsletter which could be made available on the practice website and village Facebook pages.&nbsp;In addition, the village pharmacies would be approached to explore the possibility of issuing it alongside patients’ medication, both in the pharmacy and when delivered,&nbsp;in order to reach patients who do not have access to on-line facilities.4.&nbsp;Patients ConcernsDr Panesar accepted that regular activities, such as shingles, pneumonia and other vaccines together with well person checks had been paused in order to cope with the volume of work arising in dealing with the pandemic, but it was hoped that it will be possible to bring these back again very soon though those overdue will need to be spread over a period.&nbsp;Coping with the Covid menace had inevitably meant that some things had to be set aside.The surgery clinical staff and practice staff have also been victims of the Covid epidemic and, regrettably, at one time appointments had to be cancelled at short notice. By the use of telephone reviews, the practice tried to have contact with as many patients as was possible. All the clinicians are skilled in the use of telephone reviews and video links.&nbsp;Therefore, the use of such calls has been explored.&nbsp;Lambley Lane surgery has just introduced the use of Microsoft Teams to reach patients.&nbsp;Anyone with an urgent need to see a doctor is always seen that day.The provision of blood test results for patients to assist private consultations raises difficult issues and the practice cannot provide the practitioner direct.&nbsp;However the practice is willing to meet patients half-way by making a copy of the blood test available at reception.Because of the high number of Covid hospital admissions, many hospital staff are diverted to other hospital activities, the result of which is that referrals andenquiries from GP practices may take longer to get a reply.&nbsp;Hopefully, as the number of hospital admissions fall, things may return to normal.&nbsp;5.&nbsp;Any Other BusinessWork is continuing to achieve improvement in telephone access to the surgeries.&nbsp;The practice knows the system that is wanted, but this cannot be installed until contract issues with the present suppliers have been resolved.The provision of notice boards for PPG news at each surgery site will be established.

PPG latest Minutes

<h1>Salaried GP</h1>Ivy Medical GroupThe closing date is 10th of June 2022<a href="https://beta.jobs.nhs.uk/candidate/application/A3721-22-5089/pre-application-questions-pause?referrer=jobadvert&amp;ref=A3721-22-5089" rel="noopener noreferrer" target="_blank">Apply for this job</a><h2>Job summary</h2>We have an exciting opportunity for a GP to join our team for six sessions per week as a Salaried GP. One of our senior GPs is retiring from the practice which opens up this unique opportunity.&nbsp;<h2>Main duties of the job</h2>So why this position? We have an excellent team of staff all motivated and passionate to provide the very best care to our patients. We provide a positive safe environment and culture in which to practice medicine. The post will have the opportunity to provide minor surgery as well as understanding how a dispensing practice functions. We support our clinical team to engage in practice improvement and contributing to the future of the practice.We are a training practice for medical students and GP registrars. There will be an opportunity to be involved with teaching and training of medical students and registrars. We will be improving our practice premises in the 5 years ahead providing up to date facilities.We include 6 weeks annual leave with bank holidays in addition. There is one week study leave in addition. Indemnity fees are covered.We have a list size of 7200 and a full team including GPs, Nurses, HCA, ANPs, Dispensers, Reception, Secretarial and Administrative staff. We employ apprentices to help train our next generation. We have strong links with our PCN, and we are also RCGP research ready and will be participating in primary care research in the next 12 months.If the post feels right for you and you enjoy working in a rural country location, please reach out for an informal discussion or visit. Alternatively, please apply through NHS jobs.<h1>Advanced Clinical Practitioner and a Trainee Advanced Clinical Practitioner</h1>Ivy Medical GroupThe closing date is 10 June 2022<a href="https://beta.jobs.nhs.uk/candidate/application/A3721-22-3414/pre-application-questions-pause?referrer=jobadvert&amp;ref=A3721-22-3414" rel="noopener noreferrer" target="_blank">Apply for this job</a><h3>Job summary</h3>We have an exciting and unique opportunity to join a supportive and dynamic rural practice to develop your career as an Advance Clinical Practitioner (ACP). We are thinking differently and innovating to address recruitment at the practice and our new vision would be for the recruitment of two ACP colleagues to join our current ACP to further diversify our team. We are looking to recruit a qualified ACP as well as a trainee ACP, who we are happy to provide training for. We aim to secure funding and provide support for a trainee ACP joining our team to undertake a relevant and suitable MSc in Advanced Clinical Practice starting 2022/23.With a team of three ACPs the aim would be to develop a supportive learning culture where, with the input from the GP team, we can create a safe and productive environment to practice medicine. We would aim to provide regular development sessions to provide release to learn and regular debrief and mentorship sessions for support. Educational support will also be provided to build confidence in case management and support the completion of portfolios for master’s study ​(or for current MSc or in cases post MSc if portfolio was not part of the programme).Within our ACP team we would also aim to provide progression into leadership​, education and clinical improvement work. We would aim to offer an excellent salary, six weeks annual leave with one week study leave in addition, all pro-rata.<h3>Main duties of the job</h3>We are a supportive and positive practice in a rural location in the east of Nottingham. We look after an older, stable population with opportunities to look after complex co-morbidities as well as managing acute care. As an advanced nurse practitioner, you would join our team in looking after our patient’s health needs. You would be well supported with one to one debrief sessions and mentorship by our senior GPs. We hold regular clinical meetings to allow complex case discussion and learning. We support training and progression with a strong learning culture. We host teaching for GP registrars and medical students.<h3>About us</h3>We have a list size of 7200 and a full team including GPs, Nurses, HCA, ANPs, Dispensers, Reception, Secretarial and Admin staff. We have strong links with our PCN, and we are also RCGP research ready and will be participating in primary care research in the next 12 months.Why work with us, here’s what our current ANP says-“I have worked as an ANP at The Ivy for almost 4 years. We are a friendly team and it’s a great supportive environment to work within. I have completed my MSc in Advanced Clinical Skills whilst being here and have been encouraged all the way by our team. Currently, I assess patients with both acute and long-term conditions, am a competent NMP and have good relationships with all our MDT – I can discuss cases at any time with our MDT colleagues, first contact physio, Clinical Pharmacist and experienced community team to ensure provision of the very best, most appropriate care to our patients. I work with a local care home and run a weekly ward round. This provided the residents with regular review with the aim to ensure early identification of changes to chronic conditions, identification of new conditions and to plan for supportive end of life care.Our admin team here are second to none and have always supported me as an ANP with referral and advice and guidance queries to secondary care, as well as with more urgent patient contact as needed.We are a friendly team and it’s a real pleasure to work at The Ivy Medical Group

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