About the Hull Division
COVID-19 – Update 17 March 2020
Anyone with a "new, continuous" cough or high temperature is now advised to self-isolate.
Please have a look at Advice on Self-isolation 17.03.2020
URGENT MESSAGE RE. COVID-19 (CORONAVIRUS): CHANGE TO APPOINTMENTS & ADVICE
CHANGE TO APPOINTMENTS
Dear Patients of Modality Partnership Practices
In view of the increased concern with COVID-19 (novel coronavirus) we will be changing our appointment booking systems with immediate effect. This is to ensure we reduce the risk of transmission and maintain a safe environment for all patients and staff associated with the practices.
We are now moving to a telephone first system for those requesting an ‘on the day appointment’. Patients will be triaged by a clinician BY TELEPHONE. If patients need to be seen in the surgery, an appointment will be arranged. This may not be at your usual practice, but the clinician who sees you will have full access to you electronic patient record.
If you wish to make a routine appointment for a matter unrelated to Coronavirus
- PLEASE REFRAIN FROM GOING TO YOUR GP PRACTICE TO MAKE AN APPOINTMENT IN PERSON
- DO contact the GP Surgery via telephone. Please tell the reception teams whether you would like a telephone consultation, video consultation or a face-to-face consultation. The teams will be asking patients a set of questions prior to making appointments to ensure patients are directed to the appropriate healthcare professional or service.
- DO complete an eConsult if you need same day advice from a GP (if your practice offers this)
- FOR TELEPHONE CONSULTATIONS there is now an option to book these online. Please contact the reception teams for information how to register for online booking if you do not already have this.
- FOR FACE-TO-FACE CONSULTATIONS, due to the need to answer questions prior to making an appointment, online booking has been suspended for the time being.
- FOR ONLINE ACCESS TO HEALTH RECORDS AND ONLINE PRESCRIPTION REQUESTS, there is no change from previously. Please contact the reception teams for information how to register for online access if you do not already have this.
Finally, please ensure your Practice has up to date contact details for you, including mobile telephone numbers where available, for clinical staff and reception teams to be able to contact you urgently if needed.
We understand that this may cause you some difficulties, and thank you for your understanding during this challenging time. ADVICE FOR THOSE WHO ARE SUFFERING FROM SYMPTOMS THAT MAY BE CAUSED BY COVID-19
If you have arrived back to the UK from an affected area, kindly follow the specific advice for returning travellers. Public Health England’s information regarding affected areas and health care guidance changes daily and can be viewed at https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public#returning-traveller
If you have visited an affected area in the past 14 days or have been in contact with someone infected with Coronavirus or you think you may have Coronavirus or if you have a fever, cough, sore throat or breathing problems.:
One Practice, One Division
Modality Partnership Hull Division consists of a single GP practice, Modality Partnership Hull, which is located in the city of Hull, East Yorkshire. The practice serves patients in the east and west of the city, including Hessle, Willerby and Bilton across four sites:
Newland Group Practice
New Hall Surgery
Diadem Medical Practice
Springhead Medical Centre
Originally four individual practices, the sites merged in 2019 to form one practice with a patient population of approximately 60,000 people.
Modality Partnership Hull is a patient-focused practice which is committed to supporting our local practice communities, and protecting the future of primary care. We aim to provide high quality medical care, encourage good health and prevent disease and help patients make decisions about their own health.
Modality Partnership Board roles
The Modality Partnership Hull Executive Board is formed of our GP Partners, led by Executive Partner Dr Elizabeth Dobson, and Medical Director Dr James Moult.
Investing in Lifestyle Medicine
The practice has invested in the provision of Lifestyle Medicine, led by one of our GP Fellows, Dr Varun Anand. This approach focuses on improving patient health by empowering people to change their day to day lifestyle, including nutrition, activity levels, sleep, stress and other factors.
In line with this investment, Modality Partnership Hull is also registered as an official Parkrun Practice. Parkrun is a free weekly 5K or 2K timed run (or walk) with a friendly and supportive atmosphere, which is supported by the Royal College of General Practitioners.
It is attended by both patients and staff at parks across Hull (East Park, Peter Pan Park, Humber Bridge Country Park) and Beverley (Beverley Westwood) every Saturday morning.
Established Training and Teaching Practice
Modality Partnership Hull is a large teaching practice, providing clinical training and supervision for Junior Doctors, Nurses, Healthcare Assistants and clinicians from Hull York Medical School.
The practice has embraced the emerging changes to clinical role development within the NHS, and we are proud to offer training opportunities to many of our current staff, for example moving from administrative to healthcare roles.
We have recently expanded our team with some of the first cohorts of Trainee Nurse Associates, as well as employing Physician Associates, Urgent Care Practitioners and Clinical Pharmacists across all of our sites.
Our Primary Care Network
What is a Primary Care Network?
Primary Care Networks (PCN) are networks of GP practices who work together to provide more proactive, coordinated and integrated care for patients.
The health of the population has changed considerably since the creation of the NHS in 1948. People are living with long term conditions, including heart disease, diabetes and mental health issues, which often means they need to access health and social care services more often than in the past.
So that it can be fit for the future, the NHS have introduced the NHS Long Term Plan which is a 10 year plan based on the experiences of patients and staff.
By creating these networks, GP practices can provide care for their communities which is more proactive, individualised to each person’s needs, and better connected with other services, such as social care providers.
Examples of these proactive primary care services include offering structured medication reviews, supporting early cancer diagnosis and improving digital communications about self-management of conditions.
Who is in our Primary Care Network?
Modality Partnership Hull is part of a Primary Care Network with the following practices:
Field View Surgery
St Andrews Surgery
Kingston Health Hull
Complaints and Feedback
Complaints "pause" during COVID-19 epidemic (30th March 2020)
Due to the ongoing COVID-19 pandemic, we are having a division-wide “pause” of the complaints process, as supported by NHS England (NHSE). This will allow us to concentrate our efforts on the front-line duties and responsiveness to COVID-19. We expect this pause will continue for a period of 3 months, as advised by NHSE, but this will be reviewed again in July 2020 and may be extended.
Please note that as of 26 March 2020, the Parliamentary and Health Service Ombudsman has also stopped accepting new NHS complaints and has stopped work on open cases.
All complaints received across our division are taken seriously, and it is important that any problems which are identified at any stage of the process are addressed. It is also important that we view complaints as learning opportunities to review our service, reflect on what has happened, and make changes which can help prevent future events from arising.
How to complain
If you are unhappy with the service you have received, any concerns or issues should first be raised with the practice directly, which can be done either on the phone, or in person.
You can also complete a Feedback and Complaints form, which is available from reception. Our senior staff and managers on site will contact you to discuss these concerns with you, and identify what action can be taken.
Formal complaints about care or treatment at the practice
Formal complaints about the care and treatment you have received at the practice can be submitted directly in writing using the following information:
Patient Liaison Officer
c/o Newland Group Medical Practice
Alexandra Health Care Centre
61 Alexandra Road Hull
Please note, for data protection reasons we are unable to investigate complaints submitted on a patient’s behalf without their written consent if they are aged under 16 years.
If you are not happy with our response
However, if you are not satisfied with the response from the practice, you have the right to take your complaint to the Health Service Ombudsman.
The Ombudsman is independent of government and the NHS. The service is confidential and free. There are time limits for taking a complaint to the Ombudsman.
If you have any questions about whether the Ombudsman will be able to help you, or about how to make a complaint, you can contact their helpline on 0345 015 4033, email firstname.lastname@example.org or fax 0300 061 4000. Further information about the Ombudsman is available at www.ombudsman.org.uk. You can write to the Ombudsman at:
The Parliamentary and Health Service Ombudsman
Support and advice when making a complaint
If you need any help or advice with regards to the complaints process, and have not already done so, you can get in touch with Cloverleaf Advocacy Hull.
Cloverleaf is an independent consumer support organisation who provide free information, advocacy and advice services for NHS patients in Hull. For more information you can reach them on 01482 880160 or access their website: www.cloverleaf-advocacy.co.uk/offices/hull