Welcome to Faversham Medical Practice
Welcome to the new website for the merged former practices of Dr Logan & Partners and Cross Lane Medical Practice. Please download our FMP merger leaflet giving more details about the merger, or see further down the page for more information.
We are pleased to announce that Dr Ponraja, who used to be one of our GP Registrars, has taken over from Dr Logan who has retired. If you have received a letter from us telling you that your named GP is Dr Logan, your named GP is now Dr Ponraja.
Over the last few weeks with the merger of the two practices, we have become aware of several issues which have been affecting our patients. Below is a summary of the main issues we have encountered and what we have done to try and resolve them. We have listened carefully to comments and suggestions from patients and have tried our best to address any issues which have come up:
- Telephone Access
Repeat online prescriptions
- Issue: Patients have told us that it has been difficult to get through on the telephone in the mornings. The line is constantly engaged.
- Observation: We noted that most patient were dialling through on 01795 562011. The alternative practice numbers are 01795 562012 and 01795 562004. We have three receptionists manning these three lines for the majority of the day. If a receptionist is answering a call to a patient and another patient rings on that number, the patient ringing will only hear an engaged tone. The Health Centre uses a BT Featurenet telephone system, and there is no option for a “queuing system”.
- Solution: We have implemented a divert system for the telephones so that if one line is busy, the call will automatically divert to the second available line and if that line is busy it will then divert to the third available line. If all three lines are busy, an engaged tone will be heard. We have spoken to the Health Centre manager about the telephone system and she is trying to contact a specialist to see if anything else can be done to further improve the whole telephone system.
- Issue: Patients reported that they are unable to access the online repeat prescription system.
Queue at reception
- Observation: When the two practices merged, former patients from Cross Lane Medical Practice were unable to access Vision Online Services despite already being signed up to use it. Former patients from Dr Logan and Partners were unaffected. This issue did not affect the patient’s medical records as this is a different system.
- Solution: Our IT supplier had previously told us that it should be a straightforward process to transfer patients across to the new merged practice Vision Online Services. However due to technical difficulties this has proved to be unreliable. One of the top IT trainers from the IT company came to inspect the system, and his conclusion was that the best and quickest way to resolve the problem was to get Cross Lane Patients to re-register with the new practice Vision Online Services. We are therefore requesting all former Cross Lane Medical Practice patients to re-register for Vision Online Services. There is some further information about the repeat prescription service as well as the ability to book appointments online at the bottom of our home page website.
- Issue: Some patients commentate on the lack of a queuing system at the reception desk.
- Observation: There are two receptionists at the desk. It wasn’t clear to patients which receptionist to see, and who was waiting to see a receptionist, and who was waiting for another member of staff. We were also concerned about patient privacy as some patients were waiting very close to the desk whilst a receptionist was dealing with a patient.
- Solution: We have had to implement a queuing system to allow individual patient’s privacy as well as to make it fair for all. Although the queue may sometimes appear to be long, it is actually a very fast moving queue. We have also introduced a much larger repeat prescription request box (which is now based outside the previous reception desk for Dr Logan & Partners) so that patients no longer need to queue to drop off their repeat prescriptions. We are looking to improve the queuing system further.
- Issue: Some patients have mentioned that they thought that they can only book an appointment to see a GP on the day that they phone in.
- Observation: On speaking to staff and patients, there appears to be some confusion about this. Some of this may be related to the press and some to previous individual patient’s experiences.
- Solution: There is a comprehensive guide for patients on the appointments system on our website and a copy is also available at the front desk. Some appointments can be booked up to one month in advance. The practice will always see patients with genuine emergencies “on the day”. If your problem is not an emergency you will be asked to re-book for a routine appointment. Patients are able to book appointments online via Vision Online Services, and this will allow patients to see the widest range of available appointments in advance. We are also working towards making routine appointments available two months in advance.
We hope that the above answers most of our patients comments and suggestions and please continue to let us know of any further issues you may have. We are working hard to address any issues you have, so please let us know so that we can continue to improve our service to you. We apologise for any inconvenience caused and are grateful for your patience and support.
With patients' needs at the heart of everything we do, our website has been designed to make it easy for you to gain instant access to the information you need. As well as specific practice details such as opening hours and how to register, you’ll find a wealth of useful pages covering a wide range of health issues along with links to other relevant medical organisations.
Get Well, Keep Well
Of course we’re not just here for when you are unwell. Our team of healthcare professionals and back-up staff offer a number of clinics and services to promote good health and wellbeing whatever your medical condition.
We hope you enjoy having a look around the site and familiarising yourself with some of the online features such as ordering a repeat prescription. Whatever your thoughts, be sure to let us know via our feedback function. Comments and suggestions are always a great way of helping us continue to enhance the way we look after you.
Canterbury and Coastal Commissioning Consortium Group
Our local CCG is C4G. Their details are below:
Website link to our local commissioning consortium: http://www.canterburycoastalccg.nhs.uk/
Their Telephone Number is: 01227 791359
Merger of Dr Logan & Partners and Cross Lane Medical Practice
The partners from both practices feel that the best way to continue offering our patients the same excellent care is to come together to pool our collective clinical skills and resources for your benefit.
The two practices have always worked closely together and a merger between the two practices gives us the opportunity to develop and expand the services we can offer to you.
The change will also enable us to direct more resources to patient services.
We are sorry to be saying goodbye to Dr Logan and Practice Nurse Anne-Marie due to their planned retirement at the end of June but the rest of the team from both surgeries will continue to deliver services to you in the newly formed practice after 1st July.
Why it makes sense
We share the same building at the Faversham Health Centre and will continue to do so, and our patients come from the same local area.
The presence of more doctors and clinical staff in the merged practice will increase our ability to effectively manage any unavoidable staff absence (e.g. if a GP is ill).
The two merging practices share the same values and work ethic. We are both committed to excellent patient care. This is our main focus.
The merged practice will be better positioned to meet the new responsibilities of GPs to help lead the planning and development of local health services.
Both practices use the same computer system so this will allow easy merging of patient data without affecting patient safety or patient care.
An increased number of services will be available to you and you will have access to more doctors and other medical staff with a greater range of experience in different areas of care. There is a lot of clinical and business experience amongst the GPs which will ensure that the transition and future running of the new practice is efficient and effective.
Merging the two practices will allow us to be more efficient with economies of scale, giving us better purchasing power for the bulk ordering of drugs and stationery. This will free up resources for improved and additional services.
How will it affect you?
Your relationship with us will stay exactly the same and you don’t need to do a thing.
We will still continue to deliver all our current services and you will still be able to speak to the same staff and book appointments with a GP in the same way. Together we will have 14,500 patients throughout Faversham and the surrounding areas, but this does not mean that you will need to wait longer for an appointment with a GP and we are recruiting more staff to help improve the service we provide to our patients.
If you have any questions, comments or suggestions, please contact our Practice Manager Kerin Austin. You can contact her via reception.
Online Repeat Prescriptions
If you have previously registered with the Vision Online Service to order repeat medications and to book GP appointments online as a patient of the former Cross Lane Medical Practice, you will need to re-register to use the system under Faversham Medical Practice. Our IT supplier has tried to automatically transfer patients across to the new merged practice system, but due to technical difficulties this has proved to be unreliable, so unfortunantly patients will need to re-register with the new system.
Please note we are currently running 2 systems for repeat prescriptions. One is a request system via the website, the other is via our GP computer record system (Vision Online Services). Previous Dr Logan & Partner patients have been using the website version and previous Cross Lane Medical Practice patients have been using the Vision Online Services. At some point all patients will need to move to Vision Online Services (as directed by the Department of Health).
The main issue with Vison Online Services is that patients are unable to choose or even see any repeat medications that need re-authorising (which is why we haven't currently chosen to use this system alone). We have been concerned that patients may then either forget to order all their medications, or believe that some medications have been stopped by their GP. We have reported our concerns to the GP IT system developer (Vision).
The main benefit of using the Vision Online Services is the facility to also book GP appointments online.
All patients are currently able to use either the website request system or Vision Online Services to order repeat prescriptions, but we will eventually need to turn off the website service for ordering repeat medications, and only use the Vision Online Services, as this is a national directive from the Department of Health and is in our GP contract. All patients can currently use Vision Online Services to book GP appointments online.
To order your repeat medications via the website or via Vision Online Services please follow the relevant link below
From Saturday 1st November the partners along with Newton Place Surgery will be offering an ‘URGENT’ GP walk-in service from 9am to 1pm Saturday and Sunday based at Faversham Health Centre, Bank Street, Faversham. The service is aimed to see those patients registered with both practices that would otherwise have attended A&E with a minor illness. Up to 20 patients per morning will be seen and will be on a first come first serve basis. This pilot project is due to end at the end of April 2015.
(Site updated 09/04/2015)