The chair invited Martin
Wilkinson, NHS full time chief operating officer for Partnership
Southwark, to provide the presentation enclosed with the
agenda.
He was
joined by Dr Femi Osonuga
(Clinical Director of North Southwark PCN), and a little later by
Dr Gavin McColl (Clinical Director of South Southwark PCN), who
gave apologies for lateness.
Dr Nancy Kuchemann, co-chair for Partnership Southwark, was
unable to attend and sent her apologies.
The chair then invited
questions and the following points were made:
- Martin
Wilkinson said that GP workforce capacity is reducing as there are less doctors and also more
working part time as part of a portfolio career. The NHS is
creating more specialist frontline roles, such as nurses,
pharmacists, social prescribers working as part of the primary care
team, and expanding the role of pharmacies to provide additional
capacity.
- The
Primary Care Networks allow practices to work together and specific
services which includes offering extended access, providing weekend and
evening appointments.
- The GP
leads said technology is being utilised, such as smart phone
applications (e consult) to book appointments and order repeat
prescriptions. They emphasised that
there are safeguards in place for people who do not have a smart
phone; patients can still come to the practice to book appointments
or book using a telephone.
- A
member reported that dozens of constituents are complaining that
they are waiting for hours for an appointment on the telephone, and
then they are cut off. People are
reporting that the telephone systems tell them they will get a call
back, however this might or might not happen. She referred to a
recent case where a patient was unable to speak to a doctor about
numbness in his feet and was told by a receptionist to take
painkillers, and put their feet up – however the patient had
diabetes, the toes went black, had to be
amputated, and ultimately a fatal infection set
in. She also said another person queued
every morning for weeks, as they were
unable to navigate the phone system, however despite being first in
line they were told by their surgery that appointments had already
been allocated by telephone. By the time
they were seen they had late stage cancer. She said that sometimes
reception advice is not appropriate.
- In
response to the above the NHS leads said that the majority of
patients are getting good care, however even one person getting
poor care must be addressed. They assured the Commission that there
is training with receptionists on interpersonal skills and
teamwork, and recommended that the unfortunate patient outcomes of
gangrene/ sepsis and the late stage diagnosis of cancer
be reported as a significant event to
the GP practices for learning. They
remarked that there is some learning more generally for the system
on patient access.
- Commission members said that there are people whose first
language is not English who are ringing surgeries and are unable to
understand the telephone message, nor do they have a smart phone,
nor are they computer literate; therefore it is hugely important to accommodate
these people. The NHS leads agreed and said that enabling the
majority who can to use smart phones could free up the space and
time to accommodate those that cannot and require face to face or
telephone contact.
- Members said that there is a particular concern with about
elderly, disabled and people with mental health needs getting
through on the telephone. Dr Femi said vulnerable people
are identified as high needs, and this
includes older people and those with mental health needs. The
members appreciated this identification but highlighted the
difficulty in being held on the
telephone line for a long time for these cohorts, in particular.
The doctors said that there are call-backs in the new systems but they acknowledged
that these are yet able to identify the high needs of
callers.
- Members asked about the process for identifying high need
patients and the doctors said that there were many different
methods for doing this; and commented that a standardised approach
might help.
- A
member commented that the presentation identified a dwindling
workforce, and growing population, and asked about the causes and
if GPs were now managing as best they can with insufficient
resources. The NHS leads were asked if the problems were caused by
Brexit, or a lack of financial resources, or the pandemic. The NHS
leads said that there is a system wide problem. One issue is that
patients are not able to access hospital care, in part because of
the backlog caused by Covid, and so are coming back to the GP.
There is also a nationwide shortage of GPs,
that was predicted, which is why the NHS is seeking to make
use of nurses, social prescribing, pharmacies etc.
- Members asked if Southwark was facing a unique problem and
were told that doctors will often train
in Southwark, as it is an attractive place to start a career, but
then frequently GP leave as they progress and want to start a
family and need a house - as it is so expensive in the
borough. Southwark and Lambeth have a
GP similar profile. Members requested comparison data with other
boroughs.
- The GP
leads said one of the challenges is for the patient to go to the
right place, as the message has until very
recently been to see a local GP. Redirecting people to
alternative and appropriate frontline services can be reliant on
good triage and is not straightforward.
- A
member commented that he did not know about the range of options
for frontline NHS care and asked what is being is being done to
communicate this to Southwark residents. The NHS leads said that
are campaigns, particularly around winter, and referred to
‘Pharmacy First’ the ‘Choose Well’ thermometer
campaign. However they commented that more could be done to educate
people and it is very difficult to
unpick the ‘see your GP’
and instead direct people to other first contact practitioners, as
visiting a GP is so ingrained. They
went on to explain that this is change to the system and it will
take a while to shift behaviour. The NHS has recently spent a lot
of effort recruiting these first contact care practitioners and
embedded them into GP practices. Now
the emphasis is on ensuring that people utilise the right person. A
member suggested using waiting times in surgeries to promote
visiting the appropriate first contact practitioner, and this idea
was welcomed.
- A
member highlighted the importance of understanding when a service
is delivered by the NHS, and gave an
example of a bowel cancer test that arrived by post, however she
did not know and trust the source. A GP lead acknowledged that the
bowel cancer the envelope is very impersonal and the importance of
receiving care from a trusted source.
- A
member raised concerns about migrants not being able to access
secondary care without being charged, and asked about the numbers
involved. The doctors were very clear that they offer safe care at
surgeries and were working with Doctors of the World charity to
roll out the ‘Safer Surgery’ scheme, however beyond
that they cannot
provide any data on secondary care. They pointed out that
hospital accident and emergency and emergency
treamtnegt more generally can be
accessed by those with no entitlement to routine NHS care as
set nationally.
- A
member raised concerns about a pharmacy who might have to move and
the impact of regeneration of Elephant and Castle.
- The
NHS leads were asked about long waits for GP appointments that have
been reported and asked if there was monitoring of GP waiting times
- for example there was three week
appointment wait reported by many constituents during
Covid. Members referred to the data in
the presentation, and requested more. The NHS leads undertook to do
this but cautioned that comparison can be difficult as there can be
different appointment systems and different clinical needs
being measured.
- Commission members returned to concerns about capacity and
performance of GP surgeries. They asked if there is a degrading of
the system leading to more uptake of health insurance. The NHS and
GP leads assured members that they would not like to see this and
said they remained more optimistic that the recent changes to
expand the provision of frontline care, once embedded, would enable
the NHS to better meet demand. They also
commented that the NHS still offer a great service.
RESOLVED
The NHS
will provide the following:
- Workforce data comparing Southwark to inner city
peers, the wider South East London area
and rural provision
- GP
appointment data, with comparisons.
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