Latest News
Patient Feedback on the recent changes to how patients access care (09.07.25)
On the 9th June 2025, as part of our commitment to improving the way you access care, we introduced a Total Triage model at the practice, and are already seeing the benefits, including easier access with a reduction in the 8am rush on the telephone and no queues at our surgery sites.
This change came in direct response to patient feedback and since implementing Total Triage we have received positive feedback from you, our registered patients. As we continue to implement this new model we are continuing to actively seek feedback and input from our patients to help us fine-tune the process, and ensure we can meet the needs of our patient population both now and in the future.
Recent examples of patient feedback…
PPG member patient experience using the new Total Triage system –
For further information on the Total Triage model, as well as the latest patient questions and answers, see below.
Latest General Practice Appointment Data Update – May 2025
Following the publication of the latest General Practice Appointment Data (GPAD)* on the 26th June 2025, May 2025 saw Solihull Healthcare Partnership (SHP) perform above the national and regional levels on the number of same day appointments and appointments within two weeks, and the number of appointments carried out by a GP at the practice.
As published by NHS England*, SHP delivered 23,824 appointments in May 2025, of which 52.2% were with a GP, which is 7.6% above the national level, and 60% were carried out face-to-face.
In addition, 60.8% of all appointments took place on the same day that they were booked, which is 16.6% above the national level, and 90.6% of all appointments took place within two weeks, which is over 8.8% above the national level.
Highlights below…
Whilst we recognise that this data does not show the totality of GP activity and workload *, the figures demonstrate our primary care activity as we continue to deliver the best care we can, with the ongoing high demand for appointments and pressures on General Practice.
As we continuously strive to improve the patient experience and following on from our last update, we would like to update you further on some of the exciting changes we have recently made and will be continuing to make over the next few months to ensure we continue to improve access, quality and continuity of care, and the patient experience;
- New Total Triage Model - On the 9th June 2025, we introduced the Total Triage model at the practice. Under the Total Triage model, every request for help is being assessed first by our experienced clinical team, ensuring our patients are directed to the right person, at the right time, in the right place. Whichever way a patient contacts us, whether it’s online using our healthcare form (via our website), by phone or in person at one of our surgery sites, they are asked for details about why they are seeking our help. One of our clinical team then reviews this information and the patient will then receive a response later the same day – this might be a response that we have actioned their request, a call from one of our GPs or Advanced Nurse Practitioner, an appointment with one of our healthcare professionals, advice on the next steps or a referral to another service that better suits their needs.
This change comes in direct response to patient feedback and by moving to a Total Triage model, we aim to:
- Eliminate the need to rush for appointments at 8am
- Reduce long waits on the phone
- Ensure our vulnerable patients and those with urgent needs get timely care
- Offer routine appointments with continuity, where appropriate
- Prioritise patients based on need, using clinical judgement to prioritise effectively
- New online system – We have also introduced a new digital platform, Blinx PACO - an online consultation system that supports our team in reviewing requests quickly and consistently. This allows us to direct patients to the most suitable healthcare professional and make the best use of our team’s expertise.
The new system makes it easier for patients to:
- Book or reschedule appointments, avoiding the 8am rush – simply go to our website between 8am-6.30pm, Monday to Friday, and submit an online form.
- Provide detailed information about their health concern so we can better understand their needs upfront, and get them to the best healthcare professional or service at the right time.
- Have more control and flexibility in managing their care.
- Access help with their health without needing to create an account.
- Submit medical and administrative requests from their smart devices (Phone, tablet) or computer.
- Access a range of services though one simple online portal.
- Improve access for everyone – by encouraging digital use where possible, we have more availability on our phone lines for those patients who need them.
- Get timely care quickly and efficiently - the system allows us to prioritise urgent cases and better manage routine appointments. This reduces waiting times and ensures patients get timely care.
- New SHP website – We have been working hard behind the scenes on our new SHP website, following the latest NHS guidelines, to improve online access, communication and the patient experience. We recently invited members of our Patient Participation Group to take part in testing the new website in its draft stages, which has provided us with invaluable feedback so we can ensure it is user-friendly and easy to navigate for patients. We are now in the final stages of testing and making changes, based on the PPG feedback we received, and will be launching the new website this summer.
- Training & Development – We are continuing to further upskill our Care Navigation team with an ongoing learning and development programme, and additional signposting training, to continue to develop our telephone answering performance.
As we continue to implement these changes to benefit patients, we will work with the support and engagement from NHS Birmingham and Solihull ICB, local partner organisations and the SHP Patient Participation Group, to achieve these.
The feedback we have received on the changes so far from patients has been very positive, and as we continue to implement the Total Triage model we are continuing to actively seek feedback and input from our patients to help us fine-tune the process, and ensure we can meet the needs of our patient population both now and in the future.
- Ends -
*Data shown is for the period of May 2025 from General Practice Appointment Data (GPAD) - Appointments in General Practice - NHS Digital - which is collected from our GP System Supplier and published by NHS England. GPAD is described as experimental statistics and as a result has a number of limitations and should not be considered to be a complete view of general practice activity, workload, capacity or complexity. Activities such as reviewing test results, referrals and so on, as well as all extended hours and weekend appointments, are not included in this data.
GP Appointment Data Breakdown for SHP for May 2025*:
Total Appointments: 23,824
Breakdown of time between booking and appointment date:
Number of Same Day Appointments – 12,718, 60.8% of appointments took place on the same day they were booked
Number of appointments within 2 weeks (0-14 Days) – 21,578, 90.6% of all appointments were within 2 weeks
How the patient was seen (e.g. in person, by telephone):
14,324 - Face-to-face appointments, 60% of all appointments were carried out face to face.
4,821 – Telephone appointments, 20.2% of all appointments in the month were carried out by telephone
3,980 – Video/online
577 – Home visits
Who patients were seen by (GP, nurse, other HCP):
12,442 appointments were carried out by a GP, 52.2% of all appointments were with a GP
11,382 appointments were carried out by other Healthcare Professionals at the practice
22,385 Attended – 94% of all appointments were attended
New Website Testing - Thank you to our Patient Participation Group
We would like to take this opportunity to say a big THANK YOU to the volunteers from our Patient Participation Group (PPG) who have recently taken the time to test our new SHP website and share their feedback with us.
Their invaluable insight will help guide changes we make to ensure the website is user-friendly and easy to navigate for patients.
By listening to our patients, and based on the valuable feedback from our PPG through the draft stage, we have ensured the patient voice is central to the new website.
Thank you once again to the members of the PPG for their time and support, and we look forward to launching our new website this summer.
Solihull Healthcare Partnership Team
Close-up of male hands typing on laptop keyboard indoors.
Patient Update on the Important Changes to How You Access Care at Solihull Healthcare Partnership (27.06.25)
On the 9th June 2025, as part of our commitment to improving the way you access care, we introduced a Total Triage model at the practice, and are already seeing the benefits, including easier access with a reduction in the 8am rush on the telephone and no queues at our surgery sites, and 100% of patient contacts dealt with appropriately by the team, based on clinical need.
Whichever way you contact us, whether it’s using our online form (via our website), by phone or in person at one of our surgery sites, under the Total Triage model, every request for help is being assessed first by our experienced clinical team, ensuring you are directed to the right person, at the right time, in the right place.
This change came in direct response to patient feedback and since implementing Total Triage we have received positive feedback from you, our registered patients. As we continue to implement this new model we are continuing to actively seek feedback and input from our patients to help us fine-tune the process, and ensure we can meet the needs of our patient population both now and in the future.
To view the full ‘Patient Update on the Important Changes to How You Access Care at Solihull Healthcare Partnership’, with an overview of the Total Triage model, the Digital Front Door, patient benefits, key highlights and examples of patient feedback so far, as well as the latest patient questions and answers, click on the link here – Patient Update - Important Changes to How Patients Access Care at Solihull Healthcare Partnership 27.06.25
Important Changes to How You Access Care - Patient Information Session
We recently held a Patient Information Session online where our patients were invited to attend for an update on changes to how to access care at SHP, which was attended by over 280 registered patients, who were all invited to provide their feedback, comments and queries. The patient questions and answers from the session can be found here - Patient Information Session 11.06.25 - Patient Questions & Answers
To see a recording of the session held on the 11th June 2025, please view the video below;
Monthly Carer Coffee Mornings Providing Support to Carers
Today (12th June 2025) saw Solihull Healthcare Partnership (SHP) hold this month’s Carers Coffee Morning to support our carers.
We were joined by our Social Prescribers, alongside other members of the SHP team, offering advice, information and support to carers.
Thank you to all those carers who attended, and the PPG volunteers for their support for carers in our community by welcoming carers and offering refreshments.
If you or someone you know is a carer who helps and supports someone who can’t manage on their own, we want to ensure YOU get all the support you need. For more details visit https://solihullhealthcarepartnership.nhs.uk/services/carer-support/
Changes to How You Access Care – Thank you to our patients
We are committed to improving the way you access care and today, Monday 9th June 2025, we introduced a new Total Triage model at the practice, and we’d like to say ‘Thank You’ to all our patients for their support and patience during this transition.
To help us manage this change smoothly and efficiently, we are using Blinx PACO - an online consultation system that supports our team in reviewing requests quickly and consistently. This allows us to direct you to the most suitable healthcare professional and make the best use of our team’s expertise. Blinx PACO has been designed with your feedback in mind, to make accessing our services simpler and more convenient.
The feedback on the new system so far has been very positive, and we have been able to gain insight and valuable feedback from patients.
We would also like to thank both our Patient Participation Group members who supported us this morning at a few of our surgery sites, and those patients who attended the recent patient drop-in sessions we’ve held.
We look forward to you trying the new system!
Please note, if you have submitted a form and your request is deemed as urgent we will be in touch by the end of the day. If your request is routine we will be in touch within 48 hours.
There is no need to call us or submit another form, we will be back in touch with a response.
Thank you.
Important Changes to How You Access Care at Solihull Healthcare Partnership
At Solihull Healthcare Partnership, we are committed to improving the way you access care. From Monday 9th June 2025, we will be introducing a Total Triage model at the practice.
Dr Lad, GP Partner at SHP explains the new Total Triage model at the practice.
Important Changes to How You Access Care at Solihull Healthcare Partnership
At Solihull Healthcare Partnership, we are committed to improving the way you access care. From Monday 9th June 2025, we introduced a Total Triage model at the practice.
This change comes in direct response to patient feedback. We’ve heard your concerns about:
- The daily 8am rush for appointments and the need to move away from a first come first served system
- Long waits on the phone
- Being asked to call back again
- Difficulty in accessing care when you need it most
What is Total Triage?
Under the Total Triage model, every request for help will be assessed first by our experienced clinical team, ensuring you are directed to the right person, at the right time, in the right place. Whether it’s a same-day appointment, a routine review or advice from another member of our team, we will ensure your care is timely, appropriate and effective. It will also enable us to help those patients who struggle to access their healthcare needs and those who require continuity of care.
Whichever way you contact us, our care navigators will not be able to book an appointment when you first contact us. However, our care navigators are trained to support you through the process and we will get back to you once our team have assessed your request.
How to contact us
You will continue to contact us in three easy ways:
- Online using a simple form (via our website)
- By phone
- In person at one of our surgery sites
When you get in touch, we will ask you for details about why you’re seeking our help. One of our clinical team will review this information and you’ll receive a response later the same day — this might be a response that we have actioned your request, a call from one of our GPs or Advanced Nurse Practitioners, an appointment with one of our healthcare professionals, advice on the next steps or a referral to another service that better suits your needs.
Why are we doing this
By moving to a Total Triage model, we aim to:
- Eliminate the need to rush for appointments at 8am
- Reduce long waits on the phone
- Ensure vulnerable patients and those with urgent needs get timely care
- Offer routine appointments with continuity, where appropriate
- Prioritise patients based on need, using clinical judgement to prioritise effectively
Supporting this change with Blinx PACO
To help us manage this change smoothly and efficiently, we are using Blinx PACO - an online consultation system, that supports our team in reviewing requests quickly and consistently. This allows us to direct you to the most suitable healthcare professional and make the best use of our team’s expertise.
So what does this mean for patients?
The new system makes it easier for patients to:
- Book or reschedule appointments, avoiding the 8am rush – simply go to our website whenever you need between 8am-6.30pm, Monday to Friday, and submit an online form.
- Provide detailed information about their health concern to our team to get the best healthcare professional service.
- Have more control and flexibility in managing their care.
- Access help with their health without needing to create an account.
- Submit medical and administrative requests from their smart devices (phone, tablet) or computer.
- Access a range of services through one simple online portal.
Other benefits of the new patient experience include…
- Improved access for everyone – by encouraging digital use where possible, we will have more availability on our phone lines for those who need them
- Quick and Efficient - The system allows us to prioritise urgent cases and better manage routine appointments. This should reduce waiting times and ensure patients get timely care.
- Personalised Care – By understanding the patients’ needs upfront, we can direct them to the right healthcare professional at the right time.
- Better Communication – Our team will be better equipped to provide patients with the information and support they need.
We want to hear from you
We have been holding various patient engagement, training and information sessions over the past few weeks with our Patient Experience team, supported by the SHP Patient Participation Group, and on the 11th June 2025 we held an online Patient Information Session where our patients were invited to attend for an update on changes to how to access care at SHP, which was attended by over 280 registered patients who were all invited to provide their feedback, comments and queries.
We have plans for further sessions, both online and in person, over the coming weeks - details and information on how to book your place onto one of these sessions will be sent to our registered patients.
As we continue to implement this new model, we are actively seeking your feedback and input to help us fine-tune the process and make it work for everyone in our community.
Thank you for your continued support as we work to improve access to care and ensure we can meet your needs both now and in the future.
Solihull Healthcare Partnership
FAQs
New Online Service Now live...
A reminder in case you missed it…we’ve been working hard to improve our services based on your feedback, and are pleased to announce our new and improved online service is now live, as we updated our online consultation system from eConsult to Blinx Paco.
On Monday (19th May), we said goodbye to our current online consultation system and transitioned to our new NHS accredited online system. This change means that the forms you are familiar with have been updated and can be accessed via our website.
The new online service ensures;
- We collect the right information first time
- We direct you to the right care pathway from the start
- You receive the most appropriate care for your needs
- Easy access with no account or password needed
- Medical and Admin requests can be submitted
The new online service will help those patient who use digital technology, and also complement those who prefer or need to use our traditional methods of access of visiting us at our surgery sites and by telephone, by enabling us to capture essential information to help direct you to the right healthcare professional or service to fulfil your health needs.
You can access the new version of online forms via our website: https://solihullhealthcarepartnership.nhs.uk
How it works…
Contact us - When you have a healthcare need, simply use our online consultation system. You can use a computer or smart phone to visit our website. If you do not have internet access, then call the practice and our Care Navigators can help you complete the form.
You won’t need to remember a username or password. Instead, you’ll use your NHS number and date of birth to log in. Verification will be done via a code sent to your contact details, simplifying your access to our services.
Locate Your NHS Number – You’ll need this for the new system. You can find your NHS number in your NHS account, NHS App, on any letter from the NHS like a prescription or appointment letter, or through the dedicated service available via the link below;
Visit our website – A reminder you can access the new online system via our website - https://solihullhealthcarepartnership.nhs.uk
Access via our website only: Please note you can only access the new online system via our website – https://solihullhealthcarepartnership.nhs.uk - You cannot access our online system via an App, however we have been made aware by some patients that they have tried to access the new online system via an unofficial App which is asking for their bank details – please note we would never ask you for your bank details or any financial information.
It’s Patient Participation Group (PPG) Awareness Week
It’s Patient Participation Group (PPG) Awareness Week (31st May to the 6th June 2025) and we want to give a BIG shout out to our fantastic Patient Participation Group!
National Patient Participation Week is an annual event that aims to raise awareness about the value of patient participation and engagement in healthcare, and encourages individuals to take an active role in their healthcare journey.
The SHP PPG volunteer members give their time to attending meetings, sharing ideas, giving us feedback, testing our systems and providing an excellent patient perspective and voice.
We would like to say a big THANK YOU to all our PPG members!
If you would like more information about the SHP PPG or would like to join, please see the PPG page on the website at https://solihullhealthcarepartnership.nhs.uk/patient-participation-group/
Thank you to our Patient Participation Group
We would like to take this opportunity to say a big THANK YOU to the volunteers from our Patient Participation Group (PPG) who have recently taken the time to test our new online system and share their feedback with us prior to going live on Monday (19th May).
Their invaluable insight will help guide changes we make to the system, development requests we sent to the provider for improvements and the creation of FAQs for the wider patient population.
By listening to our patients, and based on the valuable feedback from our PPG through the initial testing phase, we have ensured the patient voice is central to the new online system and these exciting changes, and that the patient journey is user-friendly.
Thank you once again to the members of our PPG for their time and support.
New Online Service Now Live...
A reminder in case you didn’t see it…we’ve been working hard to improve our services based on your feedback, and are pleased to announce our new and improved online service is now live, as we updated our online consultation system from eConsult to Blinx Paco.
The new online service ensures;
- We collect the right information first time
- We direct you to the right care pathway from the start
- You receive the most appropriate care for your needs
- Easy access with no account or password needed
- Medical and Admin requests can be submitted
The new online service will ensure we can collect the right information to enable us to make the right decisions to help you in the most timely and efficient way.
You can access the new online forms via our website: https://solihullhealthcarepartnership.nhs.uk
To find out more visit our website at https://solihullhealthcarepartnership.nhs.uk/latest-news
Thank you for your support, Solihull Healthcare Partnership
Patient Engagement Session on New Online Services
We were pleased to welcome patients to the Patient Engagement session at Monkspath Surgery today, Thursday 22nd May 2025, where we had the opportunity to introduce our new and improved online service, and answer questions from our patients.
We’ve been working hard to improve our services based on patient feedback, and were pleased to announce our new and improved online service on Monday 19th May, as we updated our online consultation system from eConsult to Blinx Paco.
The new online service will ensure;
• We collect the right information first time
• We direct you to the right care pathway from the start
• You receive the most appropriate care for your needs
• Easy access with no account or password needed
• Medical and Admin requests can be submitted
Patients can access the new version of online forms via our website - https://solihullhealthcarepartnership.nhs.uk
Future Patient Engagement Sessions…
We will be holding further Patient Engagement sessions on the new online service over the coming weeks, where we will be happy to answer any questions patients may have. These sessions are planned to take place at various times during the day, in the evening and at weekends, and patients will receive their invite directly to book their place.
Further information on the new online service can be found on our website - https://solihullhealthcarepartnership.nhs.uk/digital-front-door
Changes to improve your experience at SHP...
We have been working hard to improve our services based on your feedback. We continue to make progress behind the scenes with changes that will improve managing your health and wellbeing needs. To that end we are introducing a new online service and streamlining how we work within SHP.
The new and improved online service will ensure we can collect the right information to enable us to make the right decisions to help you in the most timely and efficient way. By improving our internal processes and communication we hope you will notice the positive changes.
We have already started our transition. The first phase was implemented at the end of January 2025 and we now contact you via our new text messaging system.
We are now ready to implement this next stage from Monday 19th May, as we update our online consultation system from eConsult to Blinx Paco. You can access the new version of online forms via our website: https://solihullhealthcarepartnership.nhs.uk
In June, we will be introducing a significant enhancement in how we deliver healthcare as we implement an innovative healthcare system that’s being rolled out across NHS practices nationwide.
This system ensures every patient receives the most appropriate care by first providing information about their needs to our experienced clinical team, ensuring we direct you to the right care pathway from the start. It will also enable us to help those patients who struggle to access their healthcare needs and those who require continuity of care.
It will help those patients who use digital technology, and also complement those who prefer or need to use our traditional methods of access of visiting us at our surgery sites and by telephone, by enabling us to capture essential information to help direct you to the right healthcare professional or service to fulfil your health needs.
Other Benefits of the new Patient Experience will be…
- Improved access for everyone – By encouraging digital use where possible, we will have more availability on our phone lines for those who need them.
- Quick and Efficient: The system allows us to prioritise urgent cases and better manage routine appointments. This should reduce waiting times and ensure you get timely care.
- Personalised Care: By understanding your needs upfront, we can direct you to the right healthcare professional at the right time.
- Better Communication: Our team will be better equipped to provide you with the information and support you need.
So, what does this mean for me as a patient?
New and improved online service
On Monday 19th May, we’ll be saying goodbye to our current online consultation system and transitioning to our new NHS accredited online system. This change means that the forms you are familiar with will be updated and accessed via our website.
Your health is our top priority, and we believe these changes will significantly enhance your experience with us.
By listening to our patients, and based on valuable feedback from our Patient Participation Group through the initial testing phase, we have ensured the patient voice is central to these exciting changes and that the patient journey is user-friendly.
From June, the new system will make it easier for you to:
- Book or reschedule appointments, avoiding the 8am rush – simply go to our website whenever you need between 8am-6.30pm, Monday to Friday, and complete a form.
- Provide detailed information about your health concern to our team to get you the best healthcare professional or service.
- Gives you more control and flexibility in managing your care.
- Access help with your health without needing to create an account.
- Submit medical and administrative requests from your smart devices (Phone, tablet) or computer.
- Access a range of services though one simple online portal.
How it works
Contact us - When you have a healthcare need, simply use our online consultation system. You can use a computer or smart phone to visit our website. If you do not have internet access, then call the practice and our Care Navigators can help you complete the form.
Assessment - The information you provide will be reviewed by our clinical team.
Outcome – You will be directed to the most appropriate healthcare professional or service. This will ensure you receive the care you need.
Steps You Need to Take
You won’t need to remember a username or password. Instead, you’ll use your NHS number and date of birth to log in. Verification will be done via a code sent to your contact details, simplifying your access to our services.
Locate Your NHS Number – You’ll need this for the new system. You can find your NHS number in your NHS account, NHS App, on any letter from the NHS like a prescription or appointment letter, or through the dedicated service available via the link below;
Visit our website – Access the new online system via our website, which will give you access to manage your healthcare.
Forms - Seamlessly integrated into the new system for easier access, the use of online forms allows us to gain information about you and your health in order to make informed decisions based on clinical need. This includes being able to deal with your issue without you needing to visit one of our surgery sites and ensuring you see the right person at the right time to support your needs.
Please see below to see how our new online system on our website looks…
You can access our online system via the banner on our website homepage:
Welcome page:
Updates & Questions
We will continue to share updates with you as we progress with our exciting changes to the way we deliver healthcare. Please look out for further updates via text, on our website and social media platforms, as well as notices at our surgery sites.
We will be holding a drop-in session at Monkspath Surgery on Thursday 22nd May 2025, from 12.30pm to 1.30pm, where we will be happy to answer any questions you may have on the transformational changes above.
As we implement these changes to benefit patients, we will continue to work with the support and engagement of NHS Birmingham and Solihull ICB, local partner organisations and the SHP Patient Participation Group.
We are confident that the new way of requesting appointments and support will greatly improve your patient experience at the practice. Our team is dedicated to providing you with the highest quality care, and this new phased system change is a significant step towards achieving this goal.
We would value your feedback over the next few weeks, and thank you for your patience and support.
Did you know we now contact you via our new digital system via text message?
Are you ready to Quit Smoking?
Smokefree Solihull are committed to helping you quit smoking for good.
For more information call them on 0121 740 1212 or visit www.smokefreesolihull.co.uk
RSV Vaccine
From 1 September 2024, the respiratory syncytial virus (RSV) vaccination programme begins and will protect those most at risk (the very young and older people), and also help ease pressures on the NHS during the busy winter months.
The groups eligible for the RSV vaccine are:
- Older adults aged 75-79 years old on or before 1st September 2024*, will be invited by the practice to receive their RSV vaccination. Those turning 75 after this date will also receive an invitation once eligible.
In addition, any adult who turns 80 years old between 2nd September-31st August 2025**, will also be invited for their RSV vaccine.
- Women that are at least 28 weeks pregnant should speak to their midwife or maternity service to get the vaccine to protect their baby.
If you are eligible, please wait for your invite to book your vaccination appointment.
RSV is a common cause of respiratory tract infections and causes hundreds of thousands of infections across the UK each winter.
Find out more here: https://ukhsa.blog.gov.uk/2024/07/17/what-is-rsv-and-is-there-a-vaccine/
*Date of birth on or after 1st September 1949 and between 1st September 1945 and 31st August 1949.
** Date of birth between 2nd September1944-31 August 1945
Free Blood Pressure Checks
We’re supporting the Department of Health and Social Care and the NHS on a campaign urging eligible adults aged 40 and over to get a free blood pressure check at their nearest pharmacy.
High blood pressure is responsible for 1 in 4 deaths in England; it can have no symptoms but it can be easily treated. An estimated 4.2 million people in England are unaware they have it and the only way to know is to get a blood pressure check.
If you’re aged 40 or over, you can get a free, simple, and non-invasive NHS blood pressure check at a local participating pharmacy, find one near you by clicking here - https://www.nhs.uk/nhs-services/pharmacies/find-a-pharmacy-that-offers-free-blood-pressure-checks
Young People Visit the Practice to Improve the Patient Experience...
Photograph of Damian King (Project Lead), Lisa Hall (Care Navigator at SHP) and three 'Experts by Experience' (Our Voices Heard) at Haslucks Green Medical Centre.
Measles: Are you protected?
Learn more: http://www.nhs.uk/MMR
Healthwatch Solihull
If the costs of things like food, medicine and heating are worrying you Healthwatch Solihull has put together a list of local organisations that can help. https://healthwatchsolihull.org.uk/cost-of-living-crisis/
For more information contact 0808 196 3912 or enquiries@healthwatchsolihull.org.uk
Fancy a Chat?
NHS Volunteer Responders are there to offer you or someone you know a friendly phone call and a listening ear through their newly launched Check In and Chat service.
Whether it’s just a one-off conversation, or regular chats, you can use this service by calling 0808 196 3646.
A Day in the Life of… a Care Navigator
My name is Cathrina and I’m a Care Navigator at Solihull Healthcare Partnership.
The 84-year-old pensioner possibly having issues with addiction to controlled drugs, a mum with an unwell five year-old child, an agitated patient who has run out of anti-depressants and a bereaved family reporting the death of a loved one.
These are just some of the calls that I received in one day as a Care Navigator with Solihull Healthcare Partnership – the largest GP partnership in Solihull, providing care to more than 55,000 patients across six surgery sites.
My typical day runs from 12.30pm until 6.30pm, and it’s an intense afternoon of back-to- back calls from the physically and sometimes mentally, unwell. My role and that of my colleagues, is to listen and safely signpost patients to the most appropriate source of help provided by SHP which can include their GP, a community pharmacist, nurse, minor operations or other community services such as sexual and mental health services.
Many of the calls we receive at our hub based at Shirley Medical Centre may not require the services of a GP, and our role as specially trained Care Navigators is to help ensure patients see the most appropriate healthcare professional or service for their needs.
Loneliness and heartache can’t be cured with a prescription however and it’s a sign of the times that so many of us are suffering with our mental health.
Often the elderly or vulnerable person who has called to see their doctor also wants to just talk.
I took a call from a 94-year-old lady who was also the carer for her husband who had dementia. She couldn’t walk far so found it hard to drop off her repeat prescriptions at her local surgery.
She didn’t have access online and didn’t like to ask either of her daughters for help. She was able to ring us though so it was important to reassure her that her medication would be sent to her pharmacy in good time. But it was also a chance to ask if there was anything that we could help her with and if the surgery's social prescriber could offer assistance.
At the other end of the scale, I had an anxious mum who was worried that her son's had a sore bottom which turned out to be worms. It was a simple case of popping to her nearest pharmacy to obtain medication to treat the whole family, therefore saving a GP appointment for someone more in need.
Many of my calls are patients following up the results of blood tests and referrals or are requesting repeat prescriptions. Some are worried that their pharmacy has not got a particular medication in stock. We can seek the advice of our in-house pharmacy and pharmacy technician team - pharmacists are highly qualified medical professionals with at least five years of training.
Answering the hundreds of calls each day is often like opening Pandora's Box; suicidal patients who are urgently dealt with, a newly pregnant woman booking her first midwife appointment or a call from a Marie Curie specialist nurse dealing with the final days of a patient's life.
It's astoundingly busy and we often bear the brunt of people's frustrations, but helping patients to live their best life is so rewarding and I wouldn't swap my job for the world.
A Day in the Life of a… General Practitioner
Hi, my name is Dr Behl and I’ve been a GP Partner at Solihull Healthcare Partnership (SHP) since 2018.
I’ve been a doctor for thirteen years and a GP for six years. After qualifying from Leicester Medical School, I have worked across the Midlands in different medical specialities before deciding on a career in General Practice.
Although I initially set out to be an acute medical physician, I was finding the pace of hospital life and the quick turnaround of patients on the wards dissatisfying. I was longing to build relationships with patients, following them on their individual journeys and providing the continuity of care which is the cornerstone of General Practice.
I have since developed a clinical interest in Rheumatology, working in a Community Rheumatology Clinic in Birmingham, having completed a postgraduate qualification from the University of South Wales. I assess patients with a variety of joint and muscle conditions, such as Rheumatoid Arthritis, Lupus and Fibromyalgia, amongst many others. Once again, I see patients from all ages and walks of life, sometimes with quite complicated disease which makes this a particularly interesting speciality. The interplay of disease and how this impacts a patient in their home, work and personal relationships is extremely important and with my GP hat on, I feel I can provide a holistic approach to care.
As a GP Partner here at SHP, I am also very involved with all aspect of running a large practice and this is extremely important. Being able to have a career which balances clinical care along with organisational responsibility keeps me intellectually stimulated to remain passionate about general practice and providing the best possible care to our patients.
I also have roles at Birmingham and Solihull Integrated Care Board within the Workforce team, primarily focussing on recruitment and retention of GP’s at a time where there is a significant shortage of GP’s within the UK. To overcome this, we offer a variety of schemes and programme which I oversee and deliver.
My typical day at SHP will involve starting early at 8am, reviewing my clinics of the day and to see which patients have been booked in and whether any home visits have been allocated. Before the clinic starts, I like to authorise prescriptions and review blood results, but this is not always possible due to the sheer volume of work we deal with.
At 8.40am clinic starts, and this can be a combination of telephone, video and face-to-face consultations, which runs right through to midday. The common conditions we deal with are mental health concerns, which has seen a huge surge since the pandemic, but also musculoskeletal issues, minor illnesses, alongside performing medication reviews and reviewing patients with long term conditions such as diabetes. No two days are the same, which makes it really interesting! Also having the pleasure of consulting with children as well as the elderly, or those patients in pain or in anguish means I am constantly changing and adapting my consultation style and approach throughout the day.
Once clinic is done, I will go and do any home visits if allocated, but if not I will use this time to do the referrals from morning clinic, complete my prescriptions, review blood test results and review letters that we receive from hospital clinics or other health professionals. This does generate a lot of work and tasks, and may involve further phone calls to patients.
I then prepare for afternoon clinic, which usually consists of more ‘urgent on the day’ appointments, which have been triaged by the on-duty team, and planned care appointments, which takes me all the way through to 6.30pm. I usually then continue into the evening to complete any outstanding actions and tasks for follow up from the day, as well as planned care such as reviews for certain groups of patients, including patients with cancer or learning disabilities.
Every day brings with it new challenges, but that’s what makes it such a rewarding job, and every day I enjoy delivering the best care I can to our patients.
A Day in the Life of a Governance Officer
Hi, my name is Gaynor and I am a Governance Officer at Solihull Healthcare Partnership (SHP).
I have been with SHP for just over a year and a half, and in that time I have had many duties within the organisation, including setting up the governance for and subsequently working at, the very first COVID-19 Vaccination Centre Clinic at Monkspath Surgery back in December 2020, which was ground breaking and I was proud to play a part in.
Since graduation, I have worked in many different industry sectors including IT and Postgraduate Medical Education, before joining the NHS in 2019. My role at that time involved co-ordinating the Extended Access and Anticoagulation programmes across North and South Solihull, where I was first introduced to SHP!
So, what is Governance in healthcare?
It is referred to as clinical governance, “a system through which NHS organisations are accountable for continuously improving the quality of their services and safeguarding high standards of care by creating an environment in which excellence in clinical care will flourish”. It involves monitoring systems and processes to provide assurance of patient safety and quality of care across the organisation.
In General Practice, the Care Quality Commission states governance is a systematic approach to maintaining and improving the quality of patient care and service delivery. It should be given a high priority by all healthcare providers.
As Governance Officer my role is very varied, for example yesterday I was updating our intranet with very important Safeguarding information following the Safeguarding Network Leads Meeting. This included research into the importance of engaging male carers in the prevention of non-accidental injury of children under the age of 1. Today, in conjunction with our new Service Delivery Managers at SHP, I am in the process of writing site information sheets for new colleagues joining the team. Even though all of our sites are based on a standardised operating model, there are subtle differences at our surgery sites, such as where the Fire Marshall jackets are kept.
A key part of my role is also distributing policies via our intranet to colleagues across SHP, which are ever changing due to changes in our processes to improve delivery and/or legislative requirements. For example, we have just received new Information Governance templates from our Data Protection Officer, which I am updating and distributing for SHP.
It’s important that we keep our patients up to date too and one really great way of doing this is via the surgery site noticeboards. One of my responsibilities is to keep these up to date with legislative requirements, such as liability insurance certificates, CQC registration, ICO certificate and Data Protection Policy, as well as health and safety information such as Fire Meeting Point and our Zero Tolerance Policy. We have recently had an emphasis on Abuse and reporting this, along with support pathways for those patients who may be in abusive relationships. We also display NHS Monthly Campaign posters on our patient boards, for example this month it was Chest Pain – Dial 999, and last month it was Cervical Screening and the importance of making timely appointments for check-ups.
As governance is a high priority for SHP, my role is a busy one, but one that I really enjoy. It is great to be part of a team that provides an effective governance framework to support the delivery of good quality care to our patients.
Community Pharmacist Consultation Scheme
SHP participate in an approach to improve access for patients to GP appointments. The aim is to direct patients to the most appropriate healthcare professional, which may be a GP or a pharmacist.
If your symptoms could be resolved by a booked consultation with your local pharmacist instead of the GP, you will be given a same-day referral to a local community pharmacy.
SHP takes part in the Community Pharmacist Consultation Service (CPCS), which includes Astwerwell Pharmacy in Shirley and is expanding to more community pharmacies local to our surgery sites.
We think this is a good thing. Once you see how great your local pharmacist is – they are highly trained and skilled clinicians experienced in treating minor illnesses – we don’t think you’ll look back.
This will also help us to free up GP appointments for people with more complex health needs and ensure that everyone gets treated at the right time, by the right healthcare professional.
We are keen to hear what you think and will be listening to your comments and feedback about your experience of using this service.
You can give comments and feedback - Click Here
A Message on behalf of Solihull Healthcare Partnership Patient Participation Group (PPG):
How to access us and ask for help?
We are open and here for you. We are continuing to provide services, and prioritise delivering care and services based on clinical needs.
If you need medical advice or treatment, please call us on 0121 705 1105 or, for non-urgent advice or treatment, visit our website or one of our surgery sites.
By Phone
You can call us on 0121 705 1105. Our telephone lines are open from 8am to 6:30pm, Monday to Friday (excluding Bank Holidays).
You will be asked to first discuss your condition/s over the phone with a trained Care Navigator to assess the most appropriate way to provide your care, which may include a face-to-face consultation, and ensure it is provided by the most appropriate person.
In person
You are able to access us face-to-face by visiting one of our surgery sites to ask in person about booking an appointment, repeat prescription requests and for general queries.
Our sites are open from 8:30am to 6:30pm, Monday to Friday (excluding Bank Holidays):
- Shirley Medical Centre
- The Jacey Practice
- Haslucks Green Medical Centre
- Grove Surgery
- Monkspath Surgery
- Dickens Heath Medical Centre
This ensures we are able to prioritise our focus on patients being able to access us through our telephone system when the demand is at its highest and support improving patient access for the majority of patients.
All sites will continue to be closed on Wednesdays from 12:30pm to 1:30pm, as part of our ongoing staff training and development, which is a priority to ensure we continue to improve service delivery and patient care. We are also dedicated to continuing to further upskill our Care Navigators with a programme of additional training and development to support our clinicians, and to ensure our patients see the right healthcare professionals at the appropriate time.
Our telephone lines remain open throughout the training and in the event of urgent patient needs, we can still be contacted. There is minimal impact on service delivery and no impact on appointments. This time has been chosen to coincide with the period of the day when our Doctors and healthcare professionals are conducting essential face-to-face appointments with housebound patients.
Please be polite and respectful, our GPs and practice teams are available and working hard to support you, your family and friends health and care needs.
Go online
Online services currently provide patients with access to their medical records, repeat medication ordering and COVID-19 vaccination status. Using the service will help you to manage your own health and access healthcare features whenever you need to.
You can visit our web site, and order repeat prescriptions and access your medical records on the NHS App and Patient Access – To access and find out more visit: https://solihullhealthcarepartnership.nhs.uk/online-services/
Our Online Consult facility is currently unavailable for patient safety online and clinical governance reasons. We are in the process of reviewing our online services to improve patient access and services, and will keep patients updated via our web site and social media.
Did you know?
You can visit your local pharmacy (Find a pharmacy - NHS (www.nhs.uk) for clinical advice on minor health concerns.
And for urgent issues or out of hours, you can also call the NHS on 111 or go online to seek NHS advice 111.nhs.uk (NHS 111 online)
Our staff are continuing to work extremely hard to provide services and care, and we would like to thank our patients for your continued support.
#HelpUsHelpYou
SURGERY CLOSURE FOR TRAINING:
Solihull Healthcare Partnership (SHP) Patient Participation Group (PPG) Update:
Patient involvement, engagement and communication is of utmost importance to Solihull Healthcare Partnership (SHP); in order for us to work together to improve patient outcomes and experience of the services we deliver.
SHP has a single PPG that covers all of our sites, with a growing membership and exciting plans for the future. The Chair and Secretary of the PPG also join our Board meetings on a monthly basis.
By definition, a PPG is a group of patients, carers and GP practice staff who meet to discuss practice issues and find a way forward, together. The patients’ voice is paramount and SHP fully recognise this and support collaborating with our patients.
SHP is a single practice with a single SHP PPG. We share the national vision of the PPGs purpose, including;
- To act as a critical friend
- To give patients and practice staff the opportunity to meet and discuss topics of mutual interest.
- To provide a means for patients to become more involved and make suggestions about the healthcare services they receive.
- To explore issues from patient complaints and patient surveys, contribute to action plans and help monitor improvements.
- To contribute feedback to the practice on National Patient Survey results and Friends and Family Test feedback to propose developments or change.
- To support health awareness and patient education
We welcome new members to join the SHP PPG and any anyone who would like to get involved can join via our website at https://solihullhealthcarepartnership.nhs.uk/patient-participation-group/