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      The Practice Management


Mrs Wendy Bardell
  The Practice Manager Wendy Bardell has worked for the practice for 23 years and has overall responsibility for managing the practice to ensure a high quality in the smooth running of clinical and administration services and understands how well the Practice is doing on a range of issues.

Together the Partners and Wendy have a clear vision for where the practice is heading and Wendy leads an enthusiastic team within the practice who are all involved in providing a gold star service for our patients ensuring that the team provides a high quality of care and that we conform to agreed standards.

As co-ordinator for Change and Development in the Practice, she is responsible for special projects, auditing work and analysing problems with a view to presenting solutions.

Wendy is always very willing to talk to any patient about the services provided and happy to receive suggestions comments. All constructive comments and suggestions are always welcomed by the Practice.

As Practice Administrator she is the first point of contact for any official complaint that any patient may wish to make.

 
 
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      Practice Staff, Secretaries and Receptionists



Telephonists
Valerie and Mary are our two telephonists who are job sharers. They answer all of your telephone calls as quickly as possible.
We have 10 lines coming into the practice.There is a "connect by selecting the best number option" system or they may ask you who your Doctor is so they can direct you to the most appropriate person.

They listen very carefully to your requests so they can pass you to the right person as quickly as possible but do remember if you engage them in conversation for too long they cannot get to the next person on the line. Their main job is to answer each call as quickly as possible and direct you to the most appropriate person.

Practice Receptionists
The Practice Receptionists facilitate the smooth running of the daily clinics. Each receptionist is part of the Doctor/Nurse team. They receive enquiries by telephone and in person. They book appointments for doctors and nurses and deal with general enquiries.

Receptionists will explain procedures and provide you with helpful information.

Appointments can be booked up to 4 weeks in advance; it is helpful for you to clarify when you would like an appointment. If you need to cancel an appointment please let the receptionist know as soon as possible.
You may speak to your Doctor’s receptionist at any time for urgent requests but for routine matters please try to telephone late morning or during the afternoons when it will be easier for them to help you.

The first two hours of the day are always very busy.

Practice Secretaries
Practice Secretaries work in teams with their Doctor, Nurses and Receptionists they are able to help you with enquiries by phone or in person if you visit the practice.

The time to speak to the secretaries who are based at the Amherst is between 11.00 and 12.30 and 2.30 - 4.00.
If you need to enquire about a test result or any other administration matter related to your healthcare the secretaries are there to help you.

Administration
Andrea is the administration assistant who oversees registrations and transfers of your medical records and matters associated with the Primary Care Agency. If you are planning to move out of or into the Practice area you can liase with Andrea.

Andrea also maintains the patient re-call system for Cervical Cytology and supports the Clinical Team in ensuring patients are monitored for disease reviews such as Asthma and Diabetes and organises the annual flu clinics. If you have general practice queries speak to Andrea.

Prescriptions
The Prescription Clerks work during the mornings processing your repeat prescription requests. This is in the region of 300 per day of prescriptions equating to 1500 items of medications.

They carry out checking processes to make sure that your medication is being used appropriately and they liase with the Partners with regard to any queries that might arise.

Dispensing
Patricia is the Dispenser Manager at the Branch Practice in Brasted and fulfils medication requests if you are a dispensing patient at Brasted. Patricia is always willing to talk to patients about their medication.

Financial
Margaret is the Practice Financial Administrator and you may refer to her if you have any invoice queries relating to practice accounts that have been sent to you.

Others
There are 3 other loyal team members who offer backup and support to the entire team they are multi tasking. Their roles could be scanning correspondence, filing correspondence, making up new medical folders or photocopying medical records for reports.

  
 
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