The Wilson Practice, GP Surgery, Alton Health Centre, Anstey Road, Alton, Hampshire GU34 2QX.Tel: 01420 84676

The Wilson Practice

Alton Health Centre
Anstey Road
ALTON
Hampshire
GU34 2QX
Telephone: 01420 84676

Medical Emergencies dial 999

Out of Hours:  dial  111

.

We are The Wilson Practice
in Alton Hampshire.

How may we help?

HOME

SERVICE ALERT

INFORMATION

The surgery will be closed on WEDNESDAY 28th FEBRUARY 2024 12.30pm to 6.30pm

If you are unwell during this time and would like medical advice, please ring the Out of Hors service on 111.

The surgery will REOPEN at the normal time on Thursday 29th February 2024

All doctors, nurses and healthcare assistants are attending an educational training event on the afternoon of Wednesday 28th February 2024

The training will be organised by the Hampshire  Isle of Wight ICB

We apologise for any inconvenience caused

Welcome

Welcome to the Wilson Practice website.

We are here for all our patients and are striving at all times to provide high quality healthcare. Please help us to help you by accessing health services appropriately.

Our "Choose  the Right Service" feature is a helpful guide. Unless urgent care is required, please use our eConsult on-line facility. Face to face consultations will only be offered following assessment by a clinician.

ALERTS

Practice Facebook

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Check our live Facebook feed for the  Practice Latest  - including any changes to our daily service availability.

REPEAT PRESCRIPTIONS 

ORDERING PRESCRIPTIONS WITH NHS APPOUR ONLINE SERVICES

You may order your repeat prescriptions (and more) anytime but especially in the run up to statutory holidays by using the NHS Appp:

  • find pharmacy bank holiday opening times
  • change your nominated pharmacy to a location convenient to you
  • request repeat prescriptions

Contacting the Pratice

contacts graphic

Please use eConsult admin support during 06:30-12:00.  Please only use email if you are unable to use eConsult for any non-clinical queries or to alert us of an issues with accessing the practice.

Total Clinical Triage

Dear Patients

Thank you for your patience and understanding while we worked through our first week of Total Clinical Triage. Despite a few hurdles with staff sickness, the first week has been largely very successful. In total we have fielded 1066 eConsults, up from 563 the week before. We will report on our telephone wait times next week but hope that wait times will have reduced significantly.

This week sees the installation of the ‘Callback feature’ for the telephone system as well as our additional handsets and new team members. This will allow
patients who are waiting in a telephone queue to choose to hang up, and for the service to call them back automatically as soon as an appropriate line is free.

We hope that the positive benefits of this new way of working are becoming apparent, but please do feedback as needed so that we can continue to develop this.

Many thanks
The Wilson Practice

Important Changes - Appointments System

A Patient Having a Consultation with Her Doctor

From Monday 8th January we will be introducing a 'Total Triage’ appointment system. We will transition from our current hybrid model of eConsult, telephone and walk-in booking to a ‘total triage’ model. We will continue to operate an ‘On the day’ service.  Please contact the practice on the same day you wish to receive a response. 

We are increasing our eConsult operation times to 06:30am-12 noon Monday to Friday.  This will ensure that we are able to deal with all eConsults safely and appropriately within the correct time frame. Should you have a need for urgent input after 12noon, you can call reception as usual and you will be asked a few questions to fill an ‘eConsult lite’ via our Reception Staff. This helps to ensure that your enquiry is dealt with by the correct person.

All incoming online consultations, both eConsult, and eConsult Lite will then be triaged by a clinician, who will decide on the most appropriate mode of care delivery. 

We aim to respond to all eConsults within 48 hours, but most will be the same day. If you have submitted an online consultation, there is no need to call the practice to check we’ve received your request, please be assured we will contact you.

Thank you for your patience and understanding during this time. These changes are being made to improve our access and to help our patients to gain the most appropriate advice and assistance in a safe and more efficient way.

How will it work?

Patients submits an enquiry in their own time (between 06:30am and 12 noon) through a structured online consultation form via the practice website, or patient phones the practice and administrative staff complete an online consultation form (or a shortened version as a template) on behalf of the patient.

Administrative staff filter admin requests and send clinical queries to the most appropriate clinician flagging urgent requests.

The clinical history is presented in a way that is quick and easy to assimilate. Clinician responds through the most appropriate channel.

The Outcome:

  • Text message or email
  • Video Consultation
  • Telephone consultation
  • Face-to-face consultation
  • Physio "self book" link - patient to book an appointment convenient to them directly into our system.
  • Advice and guidance - web link self-help
  • Prescription & notification
FAQs
What is total triage?

Total Triage means you will be asked to contact the surgery by eConsult for all your admin and clinical queries.  The Doctor will review all clinical eConsults and patients will be allocated to the most appropriate service. This may be a Doctor, The Triage Team, Physiotherapist or other community services.  We will continue to operate an on the day service.

What if i do not have access to a computer or cannot complete the form myself?

You may ask a friend or relative to help you.  If this is not possible, you may call the surgery- our staff will ask you the questions in an ‘eConsult lite’, which will provide enough information for the clinical staff to review. The answers will then filter through the same channel and be managed accordingly.

I do not like the eConsult form and find it time-consuming.

Whilst we have eConsult commissioned by our Integrated Care Board (ICB) We have listened to this feedback and tried several other products on the market.  Currently we have not found a product that satisfies both patient ease at completing the form versus clinical safety and ‘red flag’ alerting.  Therefore, we will continue to research but for now we will move forwards with eConsult.  We do feedback directly to eConsult with your comments and whilst we appreciate this will not satisfy all, we hope that you will find great care and timely responses to your requests.

How will I be responded to by the practce to know what I need to do?

You will be contacted by the practice on the day of your eConsult in the following ways: Telephone, Text, email.

GP appointment

For GP appointments, you will be added to the GP list (your own or your requested GP where possible).  The GP will then review in full your request and respond by Phone, Text or email as appropriate. (you may add what method of contact you would prefer within your eConsult)

GP appointment - face-to-face

For anything Triaged that will be better seen Face-to-Face  an appointment will be booked for you and a text message will be sent confirming the time of your appointment with a reply facility for you to confirm you can attend at that time. Should you wish to change this you can reply or call reception.

Physiotherapist or Practice Nurse

For Physio appointments, you may receive a ‘booking link’ to book a face-to-face appointment at a time convenient for you (we have a Physio working at The Wilson Practice Monday-Thursday weekly)

Self-help/ Further advice

You may receive a text or email with further advice/ information about a condition or drug that will be helpful to your query.

I don't want anyone to see my information other than my doctor

Our Reception team do need to ask basic questions for the request to filter into the eConsult clinical triage system, and to ensure that each query is allocated to the correct clinician.   We would like to assure you that all staff are trained in data protection and confidentiality.

Are the opening hours going to change?

YES! eConsult will be our main method of communication.  The initial opening times for eConsult from 8th January will be 06:30am- 12 noon.  Our phone lines and building will remain open from 08:00am-18:30pm.  We hope that opening up the access to eConsult will be more convenient for our patients and ease our phone lines creating a much quicker answering time. We will be monitoring the opening hours and hope to extend these however we are integrating into a new way of working so please bear with us.

Gaphic New Appointments System

ONLINE

econsult logo with hyperlink

Available from 08:00am to 11:00am  Monday to Friday.

If you require GP advice, please use eConsult (click above) in the first instance - or contact the surgery by telephone if you do not have access to the internet.  If clinically needed, a face to face appointment will then be organised. From Tuesday 2nd May eConsult will operate from 8am to 11am Monday to Friday and will not be switched off in that period. Econsults are answered within 3 working days - although we do try to give a quicker response.  Clearly, eConsult should not be used for emergencies.

PRACTICE NEWS 

News graphic with globe and digital background

TThe Wilson Practice
Pharmacy First

14th February 2024

Dear Patients,

Pharmacy first is a new scheme set up to treat common minor illnesses in the pharmacy so you no longer have to contact the practice.

This will reduce the time you might have to wait to see a clinician. Pharmacies have guidelines of what they can and can’t treat as well as when to refer onto the practice for further assessment.

Using our local pharmacies will take pressure of the surgery allowing us to see those patients with more complex and chronic conditions.

The common illnesses are:

· Sinusitis – 12 years and over

· Sore throat – age 5 years and over

· Earache – ages 1 – 17 years

· Infected insect bite – ages 1 year and over

· Impetigo – Ages 1 year and over

· Shingles – ages 18 and over

· Urinary Infection – women aged 16 – 64 years

Contact your local pharmacy to find out more information about this free NHS service.

Kind Regards

The Wilson Practice Team

NEWSROOM

The practice has announced a change to the partnership with Dr Kemp having left the practice.

NEWSROOM

 The practice has introduced important changes to the appointments system. Total Triage aims to ensure that patient clinical needs are quickly established and then dealt with by the most appropriate member of our clinical team.

"Due to a recent incident in the practice, we wanted to remind and encourage anyone who notices anything unusual or concerning, or any person acting suspiciously to speak to a member of staff immediately. We will continue to question anyone without staff ID who is present in any non-clinical areas unaccompanied. This is to ensure the safety of all our patients and staff.

Secondly, please can we remind all of our patients to treat all staff with respect and avoid shouting or using offensive language towards them. Our excellent reception team have recently experienced a high level of abuse. We are aware patients can find it frustrating trying to telephone or queue at reception, however our team are doing their upmost to provide the best service possible despite the increasing pressures in general practice. We have a zero tolerance policy within the practice, any patient that is deemed to have acted in a manner that could cause offence will receive a written warning."

Hampshire & Thames Valley Non-Emergency Patient Transport Service (NEPTS) Update

THE NEPT SSERVICE

The Non-Emergency Patient Transport Service (NEPTS), provided by South Central Ambulance Service NHS Foundation Trust (SCAS), delivers transport for eligible patients who have a medical reason that means they are not able  to travel for treatment by another method.

This poster aims to provide you with the key changes to our service. WHAT’S CHANGING on 1st November 2023

Health Care Professionals will no longer have access to book routine outpatient appointments for patients. You, your relatives, and carers can access https://managemybooking.scas.nhs.uk/patientzone (SEE BUTTON BELOW) to manage the booking process from end to end.

If it is your first use of NEPTS, you will need to book via the telephone and create your record and thereafter the online system will be available.

Choose the Right Service

Self Care

Hangover, cough, colds, grazes, small cuts, sore throat.

senior lady drinking from a mug

Self care is possible to treat minor illness & injuries.

Common minor ailments can be treated at home. If you are unsure or if symptoms persist, consult your GP.

SELF CARE

Pharmacy 

Diarrhoea, earache, painful cough, sticky eye, teething, rashes

Pharmacist handing over prescription

Self care is possible to treat minor illness & injuries.

A large range of common illnesses can be treated at home with simple over-the -counter  medications and rest.

PHARMACY

Minor Ailments - Practice

Practice Nurse Prescribers offer minor illness appointments daily

apple with tape around

Our Nurse Prescribers can help with many conditions including: cystitis earache, thrush, rashes, sore eyes, and sore throats. They can issue prescriptions but antibiotics will only be prescribed if the clinical indications are appropriate.

MINOR AILMENTS CLINIC

GP

Arthritis, asthma, back pain, vomiting, stomach ache.

dr and female patient

GPs have an excellent understanding of general health issues.

Your GP Practice can deal with a wide range of general health problems and refer when required.

APPOINTMENTS

Minor Injuries

Cuts , sprains, bruises, itchy rash , minor burns & a range of other minor injuries.

smiling nurse

The Practice runs a Minor Injuries service Monday to Friday 8am to 6.30pm. ONLY if injury was within the previous 48 hours.

We care for MINOR injuries. Fractures, bleeds or head injuries need assessment at Basingstoke Hospital

MINOR INJURIES

CALL NHS 111

Hangover, cough, colds, grazes, small cuts, sore throat, advice & guidance

NHS 111 logo

If you are feeling unwell, unsure or if you want health advice & guidance for non-life threatening urgent cases call 111

24 hours a day
7 days a week
365 days a year

111 ONLINE

 999 Service

Severe bleeding, breathing difficulties, severe chest pain, loss of consciousness

NHS ambulance racing talong road

Call 999 for serious life-threatening situations. Please click the link below  to understand more about emergencies.

24 hours a day
7 days a week
365 days a year

WHEN TO CALL 999

Mental Crisis

Mental health emergencies and serious  concerns for a person's mental health.

seniot lady distressed on the phone

A variety of services are available to deal with a mental health crisis. Help is available through various agencies.

24 hours a day
7 days a week
365 days a year

HELP - MENTAL HEALTH

BREAST SCREENING

MOBILE UNIT NOW IN ALTON

If you are 50-71 you will soon receive an appointment from the Breast Screening Programme. If you are over 71 or have missed an appointment contact the Breat Screening Programme.

Parent & Carer Films

How to Cope
Practical Advice & Support
NEW

ONLINE SERVICES

HELP US TO HELP YOU

Manage Prescriptions Online

MANANGE  YOUR
 REPEAT PRESCRIPTIONS

Cost of Living
Support

Many people are currently struggling with the rising cost of living. East Hampshire District Council website has pulled together support from a range of sources.

EHDC WEBSITE

Cancer Care

Cancer Care Coordinator

Your cancer care coordinator can provide person-centred support to individuals diagnosed with cancer and those needing support during the two-week wait referral.

The coordinator will work with individuals and family members to identify any personal support needs or priorities in order to give them the best possible support through this difficult time.

This can be done through signposting and referring to other services, offering advice and discussion through regular catch-ups and supporting individuals to prepare for treatments.

GPs nurses and other healthcare professionals will be happy to refer you for this service.

 Anyone at any age can get lung cancer. If you have had an unexplained cough for more than 3 weeks, shortness of breath, coughing up blood, lasting chest or shoulder pain, unexplained tiredness, or weight loss it is important to get it checked by your GP. When caught early, cancer is much more treatable. Visit the website below for more information and
support.

Targeted Lung Health Check’s are coming in 2024. To be eligible you will need to be aged between 55-74 and have a smoking status as current or past smoker with your GP. If you choose not to disclose your smoking status with your GP, a self-referral system will be set up when the lung health check programme goes live and more information will be given in due course.

3/4 of people receive a late diagnosis of lung cancer as there are often no signs or symptoms at an early stage. The targeted lung health checks help identify lung cancer early- even before symptoms develop. If diagnosed early 88% of people will survive lung cancer for one year or more.

If you are eligible, the Targeted Lung Health Check Programme will invite you to a phone call or meeting with a health professional who will discuss your breathing, overall lung health, lifestyle and family and medical history. If required, you will then be invited to have a quick and painless low dose CT scan of your lungs.

More INFO

Kidney cancer is when abnormal cells in either of the kidneys start to divide and grow in an uncontrolled way. The cells can grow into surrounding tissues or organs and may spread to other areas of the body.

Kidney Cancer Symptoms can include blood in urine,
unexplained weight loss, unexplained lumps in the abdomen and constant tiredness.

Almost 90 out of 100 people (almost 90%) with stage 1 kidney cancer will survive their cancer for 5 years or more after they’re diagnosed.

For more information and support please visit:

 kcuk.org.uk

If you are concerned you are showing any symptoms, please contact your GP.


Please visit our Cancer Information page for a larger representation of the graphic.

More INFO

Oesophageal cancer is a type of cancer
affecting the food pipe (oesophagus), the long tube that carries food from the throat to the stomach.

Oesophageal Cancer Symptoms can include pain or difficulty swallowing, discomfort in the upper abdomen- particularly when eating, black or bloody stools, vomiting blood, heartburn, and unexplained weight loss.

There are over 8300 cases of oesophageal cancer diagnosed in the UK each year and around 9 in 10 cases could be prevented through lifestyle changes.

For more information and support please visit: The Oesophageal Patients Association (OPA) website

OPA WEBSITE
Please visit our Cancer Information page for a larger representation of the graphic.

If you are concerned you are showing any symptoms, please contact your GP.


More INFO
bladder cancer poster

Expanded NHS Support

Record numbers of people are seeking support from their GP practice, with teams treating half a million more patients a week compared to before the pandemic, and this demand is only going to increase with an ageing population so the NHS must adapt its services to match this need.

While people will always be able to see their family doctor when they need to, the NHS is developing more options with new categories of staff working in General Practice - meaning patients can get specialist support - eg from mental health professionals, physios, and pharmacists without needing to see a GP first.”

nhs 111 logo
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