How to access SHP services during the Covid-19 pandemic
SHP Update October 2020
With the COVID-19 pandemic continuing to affect our day to day life, we want to update our patients on the latest developments at SHP and how to best access our services during the pandemic.
The following update sets out which sites are open for patients to walk in with their queries, how to make an appointment and submit a repeat prescription request and our plans moving forward.
Thank you for your co-operation during this time.
We are pleased to announce that the reception at Shirley Medical Centre is now open for walk-in patient queries. The reception is open and staffed from Monday to Friday, 9am to 4pm.
Grove Surgery is also staffed for queries from Monday to Friday via the video door bell but please note you cannot enter the building at present.
We also ask you to please not attend Blossomfield Surgery in person if you do not have an appointment at the site.
Patients who need a face to face appointment with a clinician will still currently be seen at Monkspath Surgery, except for child immunisations and midwifery services which are taking place at Haslucks Green.
As a registered patient at SHP, you have access to all of our services so please do not worry if your usual surgery is still restricted for face to face access.
If you need help, please do not hesitate to contact us. You can call us on 0121 705 1105.
If you have internet access and your query is non-urgent, we invite you to use the Online Consult tool on the Solihull Healthcare Partnership website. This can be used to send in query forms to the practice and a member of the team will respond. By using this service, it helps to free the phone line for our vulnerable and elderly patients.
Repeat prescriptions can be ordered quickly via the Patient Access website/app.
Repeat prescription paper requests can also be placed in the boxes outside any surgery apart from Blossomfield.
Please allow two working days for all prescriptions to be processed.
At SHP we have created one unified phone system, where a Call Handler takes information on the nature of the patient's query and passes the call to the team best suited to help, for example the pharmacy or secretary teams. If you need clinical help, the call will be passed to a Care Navigator who is trained to triage the query and if clinically necessary, arrange for a doctor to contact you.
At times of high demand, patients sometimes face waits between the Call Handler and Care Navigator stages and this is because our Care Navigators often deal with complex queries which can take time to manage and triage. This is reflected in the wait times patients sometimes experience. Although this takes time, it helps ensure patients have the most appropriate care from across the SHP network.
We understand there have been long call waits for our phone system and this has caused frustration for our patients. We wish to apologise for this and want to assure our patients that changes we have made have improved the system, and we are continuing to make further changes to improve the situation.
We are now actively recruiting to further increase the number of staff answering the phones which we are confident will continue to bring waiting times down. We also hope pressure on the phone lines will be eased by more of our sites opening for patients to walk into the reception with their queries, while we are also encouraging our patients to use online services where possible.
It may seem like our doors are closed due to COVID-19, but we wish to reassure you that our staff are carrying out hundreds of appointments a day with patients, via phone, video and face to face.
COVID-19 is still very much with us, so to protect the safety of our patients and staff we unfortunately cannot open all of our sites as normal, but we do hope to open up access to more of our surgeries in a managed way moving forwards.
Please remember that we are here for you when you need us. As always, please do not hesitate to get in touch.