Front of house staff crisis

Dear Patients, We would like to bring to your attention that we are currently facing a workforce crisis within our Patient Navigation (Reception) team. We have two members of staff on long-term sickness leave and two who have recently resigned. This represents a 40% loss of capacity within the team. We immediately began the recruitment

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Front of house staff crisis

Dear Patients,

We would like to bring to your attention that we are currently facing a workforce crisis within our Patient Navigation (Reception) team. We have two members of staff on long-term sickness leave and two who have recently resigned. This represents a 40% loss of capacity within the team.

We immediately began the recruitment process and have filled the two vacant positions. However, the new hires cannot start until late May as they are serving notice at their current jobs. The Patient Navigator role is not easily backfilled with temporary agency workers due to the lengthy and complex training process.

We urge patients to bear with us during this difficult time and, where possible, to support us by using the preferred communication routes outlined below rather than calling in. If you must call in, please be respectful to our remaining Receptionists. It is not their fault that there is a long wait to answer calls. They are working as hard and fast as they possibly can to meet demand.

Our usual expectation is to answer all calls within 5 minutes; however, this is likely to be unachievable with our current workforce resources.

**Checking in for appointments:** Please make use of our self check-in screen, located on the right hand wall as you come through our entrance doors, rather than waiting in the reception desk queue if you’re attending for a booked face to face appointment. The screen will direct you where to sit.

**Routine Medical Queries:** Please submit these online via our accuRx eConsultation platform. Your submission will be handled in the same way as a phone call. Contact us about your request here https://florey.accurx.com/p/J82050

**Repeat Prescription Requests:** Please request via the NHS app. Avoid using our online form, pharmacies, or handwritten requests, as these require manual data entry by Receptionists. Ordering via the NHS app goes directly to the Prescriber electronically. We do not take prescription requests over the phone. NHS app link here https://tinyurl.com/3tkk7krt

**Retrieving Recent Test Results:** Please check your NHS app 10 days after your tests were undertaken. For smear results, please allow 8 weeks. NHS app link here https://tinyurl.com/4vucjnra

**Chasing a Referral:** If you are seeking confirmation that your referral has been actioned, please submit your query via our accuRx eConsultation platform. If you need to expedite a referral, there must be a material change to your symptoms. Please report these changes here https://tinyurl.com/c3pkett2

**Requesting Fit/Sick Notes:** You can self-certify for 7 days. Hospitals are to provide fit notes following discharge. For all other requests, please submit your request here https://tinyurl.com/56aypcwk

**Requesting a Copy of Records:** A large majority of your medical records can now be viewed and downloaded via the NHS app. For any further queries or copy record requests, please complete this form here https://tinyurl.com/dhuda454

**Discharge Requests:** You should be discharged with up to 28 days’ worth of medication if deemed necessary by the Hospital clinician. Any ‘urgent’ requests of the community GP should be communicated by the Hospital clinician. While we do receive discharge summaries, it’s not always promptly, and it takes at least 3 days to process internally. We will contact the patient if action is required. We recommend patients ask for a copy of their discharge summary before leaving so they are aware of the recommendations.

We apologise for any inconvenience this may cause and hope to resume delivering reasonable call waiting times shortly.

Thank you for your patience and understanding.

St Paul’s Surgery Partners