Practice Nursing Team
Our practice nurses are highly trained and are available for general advice, wound dressing and suture removal, adult and childhood immunisations, travel vaccinations, ear syringing, health checks as well as working with the doctors in the running of various clinics.
Practice Nurses also offer regular cervical smear sessions, contraceptive advisory clinics, smoke stop advice as well as other routine checks. These will include long term conditions such as Chronic Obstructive Pulmonary Disease (COPD), Diabetes, CHD and Asthma.
Advanced Nurse Practitioners - Clare Mechen, Lyn Fitzsimmons, Fiona Perry, Sarah Allaway and Melanie Abel.
The role of nurse practitioners is well established in the practice. They are highly experienced, senior nurses who have undertaken extensive training to deal with a wide variety of minor ailments and illnesses. All our Advanced Nurse Practitioners are independant prescribers and are available for consultation as an alternative to a GP.
Respiratory Specialist Nurse - Melanie Abel
A highly experienced & trained respiratory nurse whom is able to manage those patients with more complex respiratory needs and acts as an advisor to other clinicans.
Health Care Assistants
We also have health care assistants in each surgery who assist with general treatment room care and carry out the taking of blood samples
Administrative and Reception Teams
Practice Business Manager
Andrew Mintram is responsible for overseeing the management of the whole practice and in conjunction with the Partners, providing strategic direction.
Each of our surgeries has a Surgery Team Leader who is responsible for the smooth running of the day to day activities at each site.
Our reception team are keen to help patients in any way possible. They do not offer medical advice but may be able to resolve queries by seeking more information from patients.
All information given is treated with strict confidentiality.
There is a stereotype of GP receptionists as dragons behind a desk - unsmiling individuals with a curt manner and an apparent determination to be anything but helpful.
This is a write up of a study published in the Daily Mail. The practice thought it might be useful for patients to have an insight into a receptionists role. The article is by Dr Ward a senior lecturer at York University and was published in the Daily Mail;
"Their detached manner is not intended to intimidate or belittle patients; it's actually a form of protection, to help them avoid emotional burn out. I discovered this after my colleague Dr Robert McMurray from Durham University and I were embedded with surgery receptionists over a 3 year period.
We observed over 30 receptionists at work in three surgeries. (not The Adam Practice this research was done elsewhere)
As specialists in analysing people's emotional responses to different situations, we were intrigued to observe the receptionists unique way of handling themselves. We came to realise this was an emotionally demanding job, receptionists can see 70 patients a day and their apparent lack of feeling provides a a shield against emotional exhaustion.
The following was a common scenario:
A queue of 6 or more people wait to speak to the receptionist on the other side of the glass window. The first, an elderly woman tearfully registering the death of her husband. Next, a smiling mum, here for her bouncing baby son's check up. Meanwhile, the phone is constantly ringing, and the receptionist knows that she needs to answer the phone to a patient, who is likely to be unwell and quite probably annoyed about having to wait so long. In the space of seconds the receptionist is faced with sorrow, happiness and anger.
It is impossible, and indeed would be unhelpful for the receptionist to empathise or mirror some or all of these emotions - he or she must remain in control of their own feelings and those of their patients. A technique they use is to remain neutral in the face of sometimes extreme emotions. Another challenge they face is being caught between the patient and the doctor. When a patient called asking for an emergency appointment that day for an ear infection, I watched as the receptionist relayed this to a doctor. However, the doctor told her it could wait until the following day - the receptionist then had the difficult task of relaying this to the patient. The result was an angry altercation. A more frightening incident involved a patient shouting at the receptionist for their methodone prescription. Once the prescription had been given, the patient went into the car park, took all the pills at once, washed down with a bottle of vodka, and then hurled stones at the surgery windows. On another occasion, a disturbed patient rang the surgery saying he was covered in germs and was trying to scald them off his skin with boiling water. While one receptionist calmed the patient, one retrieved notes and the other contacted a doctor.
Despite all of this there is little appreciation of the emotional stress and drain placed on GP receptionists - in some surgeries they receive little training in handling people or in diffusing high - pressure situations. Yet they are the stitching holding a surgery together, emotionally and administratively (for instance they are responsible for typing referral letters, updating records,) Any mistake could result in serious health implications for the patient. Meanwhile a good receptionist will go the extra mile for their patient. We witnessed those who, whenever they were unable to arrange an appointment when the patient wished, would phone a patient back if a slot became available.
There is a misconception that receptionists do nothing more than answer the phone and type names into a computer. In fact as our research shows, the job requires a high degree of emotional awareness and maturity. And so the next time you are presented with what looks like a sour face at your surgery reception desk, just remember that they do really care".
Due to situations and scenarios such as these, at The Adam Practice we took the decision to re-badge our reception team as ‘Patient Service Clerks’ due to the fact that they offer far more than just a ‘check patients in’ service and have to now offer a far higher Customer Service role.
A single Patient Services Clerk at the Adam Practice will see and assist approximately 200 people per day face to face.
The team of Patient Services Clerk at the Adam Practice process in excess of 200 incoming letters per day, 350-400 repeat prescriptions per day, 500 phone calls per day, 100 incoming and outgoing faxes per day. Update approximately 500 records per day.
Our Patient Services Clerks aim to be as helpful and cheerful as they possibly can be. The practice has a compliment of 50 Patient Services Clerks across our four sites.
Our staff are well motivated but they do have a difficult job, so please try to help them. They work under the doctors’ instructions to make it as easy as possible for everyone to see the appropriate health care professional, be it GP, nurse practitioner, nurse, health visitor or other. Therefore they may offer you an appointment with an alternative practitioner to your GP. They can also ensure that paperwork such as, passport applications, insurance/cancellation forms, drugs/allergy history sheets before admission to hospital etc. are given to the appropriate GP and completed ready for you to collect in the agreed timescale.
They reserve the right to go about their work without fear of inappropriate behaviour. Whilst we understand that patients may, on occasions, wish to raise complaints, concerns or feel frustrated there is a correct and appropriate way to raise these. The Patient Services Clerks may not be able to answer your concerns and so you may ask to speak to one of Surgery Team Leaders in the first instance. If you feel that you are either not happy with this response or would like to raise a formal complaint please raise this with the Patient Services Manager. We are always happy to work with patients to identify areas of improvement and resolve problems.
The surgery supports the Governments"Zero Tolerance" policy and will not tolerate slamming down phones, sarcastic tone, aggression, swearing, inappropriate demeanour or any other unacceptable behaviour towards staff or other persons present on the premises. Patients are given warning and/or removed from the surgery list immediately should this happen at any of our sites.
Please do let us know when we are providing you with a good service. It is encouraging when we hear positive feedback and it inspires us. This can be provided either via NHS Choices (www.nhs.uk), an email to the practice firstname.lastname@example.org) or in person at the surgery.
Health visiting teams are attached to each surgery. They are involved with health care for all age groups but especially expectant mothers, young families, the elderly and the physically handicapped. They also run baby clinics and carry out children’s regular development checks and are involved with the assessment and advice for minor illnesses.
Our district nurses are registered general nurses with a certificate or diploma in district nursing. Their roles include assessing patients’ needs in their homes, checking patients following hospital discharge, giving professional nursing, advice and health education in the community.
The community midwives are responsible for antenatal and early postnatal care. They work in conjunction with the doctors at the antenatal clinics and also make home visits. Contact can be made via the surgery – please ask at reception for an information leaflet about your antenatal care when you discover that you are pregnant.