Kirkview Medical Practice- The "New Normal" 

In March 2020, the country entered lockdown. Since this time, GP practices have had to make significant changes to the way we deliver services, in order to ensure safety for both patients and staff. The vast majority of our patients have been understanding and accepting of these changes, and your kind words have helped our staff cope through this difficult time. Unfortunately since some lockdown restrictions have eased, we have had numerous complaints around how the practice is now operating and our staff have been subjected to increasing levels of verbal abuse. We therefore wanted to explain the changes we have made within the practice.

Firstly, contrary to recent media reports and social media posts, we have continued to work throughout the lockdown period, and we have continued to see patients if required. To put this into context, since the lockdown began in March 2020, we have undertaken 16,538 telephone consultations and 5354 face to face appointment consultations.

We have also continued to provide care to our vulnerable patient groups, our Care Home residents and have completed 125 new baby checks. At the start of the pandemic, we had telephone consultations with our shielding patients to ensure their medical needs were addressed during the lockdown period, and this generated around 250 additional telephone consultations.

Throughout lockdown, our clinicians have also volunteered at the Acute Respiratory Assessment Centre for Covid-19 clinical assessments, working out of the bases in Airdrie and Hamilton. If they weren’t working in the surgery on their days off, or weekends, our GPs were manning triage phone lines and seeing unwell patients for assessment. In addition to this, our GPs also volunteered and participated in the roll out of the flu vaccination programme. GPs worked shifts at the mass vaccination centres in the Ballerup Hall next to Hunter Health Centre.

Our reception team have handled a massive number of telephone calls, in comparison to normal capacity. The introduction of email communication with other health professionals and with patients regarding medical certificates and clinical photographs have significantly increased the workload further. It is worth bearing this in mind when you think our practice staff are dealing with the personal impact of Covid-19 the same as everyone in the country- anxiety around attending work in a high-risk environment, trying to keep their families safe and having periods of absence due to self-isolation or having caught the virus themselves.

It is encouraging to see so many people receiving the Covid-19 vaccination however the virus is still present and circulating in South Lanarkshire. Case numbers are dropping, but we cannot be complacent. It is essential that patients are able to social distance when they attend the surgery. This is a requirement by both the Scottish Government and NHS Lanarkshire. As a result, when you call the surgery, you will initially be offered a telephone consultation, with the most appropriate clinician and at the most appropriate time for your problem. If following your initial telephone assessment it is felt you need to be seen face to face, this will be arranged. We wish to reassure patients that we will always see you and deal with your problem if required- we will not turn you away.

Appointments do take longer than they did previously, as clinicians need to wear protective equipment and undertake a cleaning regime after seeing each patient. We would be grateful if you could be mindful of this and keep your consultation short and to the point, dealing with the most pressing issue at first. If you have more than one issue, you may find that you require another telephone consultation or face to face appointment to deal with this.

We are proud of how our practice staff have risen to the challenge this unprecedented pandemic has presented. Please be respectful when contacting the practice. We are here for you, so please be here for us.

With Kind Regards & Best Wishes, 

The Kirkview Team