👋 Welcome to The Hill Surgery. Keep this page open during your shift.
Key Info: Key contacts, WhatsApp support, and clinical tools to start your shift.
Workflow: Tasking the Admin Team, Secretaries, and handling Urgent Follow-ups.
Prescribing: Mandatory safety rules (⚠️ DO NOT INITIATE CDs)
⚠️ DO NOT PROCESS: Children < 5 years old, nursing home patients (TAC 1), EOL/Palliative care patients (TAC 3)
Full SOP: The Hill Surgery - Labs SOP - reference this for detailed pathology workflow guidance.
Key Info
Practice Details | Key Contacts | Clinical Tools |
Clinical System: EMIS
| GP Leads Dr Milan Radia Dr Naomi Konu Dr Anthony Dann |
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Org ID: 1038 | Safeguarding Lead Dr Anthony Dann [email protected] | |
Bypass: 07539 220656 | Practice Manager Julie Holloway | |
Hours: Mon-Fri 08:00–18:30 | Ops Lead Miranda Dearing | Referrals Guide |
Address: 407 Old London Road, Hastings, East Sussex, TN35 5BH | In-House Teams (4) Call Allocation Team (CAT) Care Coordinators (Care Co) Medications Team (Meds Team) Dispensary |
Workflow
Task | How | Notes |
Reviewing lab results | Workflow Manager → Lab Reports Inbox. Set up view: 1. Filter → Unfiled 2. Group by → Patient 3. Prioritise → Abnormals (red arrows) 4. Order → Oldest first. | ⚠️ DO NOT PROCESS:
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Investigations (Pathology) | Task the Hill Surgery Asterix Admin | Mark as 'Urgent' if applicable
Critical result → direct patient to A&E.
Future test >3 months → Task Hill Reception Team
Future test <3 months → Send delayed AccuRx text reminder to repeat bloods |
Scans & Imaging | Task the Hill Surgery Asterix Admin | ?DVT → USS doppler + Well's score.
MRI MSK not accepted at Conquest.
No walk-in X-rays at Conquest. |
Pathology recalls | Repeat needed → AccuRx text with self-booking link.
Vulnerable → Task Care Cos
Patient collects form from reception. | Future test >3 months → Task Hill Reception Team
Future test <3 months → Send delayed AccuRx text reminder to repeat bloods |
Referrals | Write letter into the consultation entry → task Hill Medical Secretary | Always task Teams, not individuals. Team names start with 'The Hill… |
2-Week Wait (2WW) | F12 protocol launcher → 2WW form → urgent task to Hill Medical Secretary + note "two week wait" | Hospital: Sussex Healthcare Trust. |
Consultations | Via Webex softphone | Use consultation checklist for phoning patients |
AI Scribe | Tandem |
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Interpreter | Vandu 01273 473986 / [email protected] | Record in notes: interpreter used, language, interpreter ID. Confirm safety-netting through interpreter before ending call. |
Lab follow-up appointment (routine) | AccuRx patient with appointment window (morning or afternoon). | |
Routine follow-up | AccuRx patient to inform. | |
Urgent same-day FU | If digital: call patient directly. 2 attempts, >20 mins apart. If no answer: 1. Send AccuRx 'Failed Encounter' template to patient with reply enabled to CAT team 2. Inform CAT via Teams. 3. If CAT unreachable: WhatsApp Asterix Governance.
| If F2F needed: join CAT Teams call. Home visit: escalate to Care Co on Teams (before ~11:30 for same-day). |
Safeguarding | Escalate via Care Co on Microsoft Teams. | Lead: Dr Anthony Dann([email protected]). |
DNAs | 2 attempts, 20 mins apart. 'Failed Encounter' AccuRx (reply → CAT). Vulnerable → escalate to Care Co. | Document all call attempts. |
New problem during a callback ("door-knob questions") | → If routine new problem: Send AccuRx Triage text. →If Urgent: Add patient to the Triage list | For urgent: add booking notes + comment underneath the ledger slot. |
Texting patients | Use templates where possible. Max 3 fragments per message |
Prescribing
Always follow East Sussex Formulary and act on OptimiseRx recommendations. Document any deviations.
Task | How | Notes |
Controlled Drugs | Queries re controlled drug prescribing → contact on-call pharmacist. | ⚠️ DO NOT INITIATE |
Antibiotics | Narrow-spectrum wherever possible. Broad-spectrum only if sensitivity results support. |
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Prescribing restrictions - ⚠️ DO NOT initiate: | Refer to Meds Team / Practice Partner: opiates, pregabalin/gabapentin, benzodiazepines, Z-drugs, ADHD meds, melatonin, buspirone. |
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TAC Rurality patients | ~1,800 patients >1 mile from pharmacy - practice is nominated pharmacy. Do NOT change nominated pharmacy. | Notify Dispensary Teams chat for every dispensing prescription (delivery/collection, patient details, flag same-day). |