SUPPORTING PATIENTS WITH LONG TERM CONDITIONS
Stour Surgery’s vulnerable patient team is in place to support people with disabilities and/or long-term conditions. Patients are referred to the team by the clinical team if it is believed that additional help is needed for a patient to live independently in their own home, and more specifically to avoid an unexpected emergency admission. The team will make special arrangements so that patients have fair and prompt access to appropriate care. This could include referral to the Christchurch Locality Intermediate Care Service (CLICS); signposting to Social & lunch clubs, support groups, Expert Patient Programme; or arranging transport, obtaining equipment, ensuring carer support etc.
Access to services
Stour Surgery is clear that it services need to be accessible to all, including those with mobility, sensory or mental impairments.
- Clearly marked accessible car parking bays close to the entrance door are available.
- There is a drop off point at the entrance doors which allows level access to the surgery
- The car park and surgery is well lit and easily visible after dark.
- Front entrance doors are automatic
- There is an induction loop is in place for hearing aid users and e-mailed appointments are available for patients who find talking on the telephone difficult. Clinicians also approach a patient who is hard of hearing rather than calling his or her name in the waiting area.
- Arrangements can be made for patients requiring British Sign Language interpreters or lips speakers, and interpreters for people who speak other languages.
- Extended appointment times are given for patients with a learning disability
- Specific information is available for people with a learning disability which may also help patients whose first language is not English.
- The practice leaflet giving information about the services offered is available in large print and on audio on request.
- A patient network has been established across the Christchurch locality which encourages people with disabilities to have their say in commissioning of new services and in identifying gaps in existing services.
- Consultations and focus groups are arranged for vulnerable patients, e.g. those patients with dementia and their carers
- For patients whose disability makes it difficult for them to attend the surgery or clinic, home visits will be offered and/or information about the local voluntary car scheme in Christchurch
- The Surgery provides information about which local pharmacies offer a pick-up and delivery service to disabled people
Prescriptions can be ordered
- By Letter: Please enclose a stamped addressed envelope with your repeat prescription with the items you need clearly ticked.
- In person at the Surgery between 8.30 a.m. and 6 p.m.
- On-line direct from our website at www.stoursurgery.co.uk
- By Fax on 01202 464529
Staff and procedures
- Staff are offered disability equality and awareness training to help them communicate better and understand the different requirements that disabled people may have.
- All staff are trained in emergency evacuation. This includes patients who might need extra help. For example, it may be necessary to alert patients who are not reacting to audible alarms.
- Patient records are ‘flagged’ so that Receptionists are aware that a patient may need to be escorted to the waiting area or treatment rooms if they are visually impaired, or if a patient is hard of hearing.
- New patient questionnaires can be completed with assistance from the receptionist and there is a section in which patients can state where additional support might be needed for their disability and this is recorded in the patient’s notes (with the patient’s consent).
Patients are able to discuss their requirements confidentially and discreetly with reception staff. There is a room available adjacent to the reception desk to enable this.
The Practice Manager is always happy to discuss any additional requirements patients may have.