7 Polarity Rise, Silverdale
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URGENT-MEMO-TO-PATIENTS - August 18th Update

URGENT MEMO TO PATIENTS – AUGUST 18th 2020 Update

Dear Patients and Friends of Silverdale Medical

We are first and foremost as always committed to providing registered patients of Silverdale Medical safe and excellent primary care.  We know it is critically important that health needs continue to be addressed through Pandemic conditions.  We offer casual patients  Urgent Care service at all open hours, and other services where capacity allows.  Please be assured that we continue to screen all patients in the foyer and by telephone and all unwell patients are seen in a separate dedicated part of the practice, well away from well patients. No unwell patients will be seen at the Millwater location which is reserved for respiratory symptom free patients that need in-person assessment.  Patients with symptoms are referred to the dedicated unit at Silverdale that is streamed separately from the main clinic areas.

AUGUST 2020 SERVICES AVAILABLE

PLEASE WEAR YOUR OWN MASK FOR ALL IN PERSON VISITS

URGENT ACCIDENT AND URGENT HIGH SEVERITY MEDICAL SERVICE
As an ACC contracted Urgent Care service, we currently continue to offer service for Urgent Accident Conditions, or Urgent High Severity Medical Conditions, seven days a week.  If the lockdown continues beyond August, we might re-evaluate our hours of operation, as work places, school and sport shut down results in reduced demand for urgent care services.   Please remain posted to our website for changes to our hours beyond August 31st should lockdown continue.

We recommend patients who are severely ill with respiratory illness, as in shortness of breath, or  chest pain that they immediately ring the ambulance or  attend the hospital emergency department.

GENERAL PRACTICE SERVICE

We continue to offer a general practice appointment service Monday – Friday, for patients requiring medical diagnosis, management of ongoing issues, assessment, treatment and referral.    We recommend that during lockdown wherever possible that patients book an initial phone consult to reduce the risk of them being exposed to Covid 19, especially patients over 55, those with chronic conditions or immumocomprimised. 

Phone appointments are invoiced in the same manner as in-person appointments.  However, if a patient is asked to attend an in-person appointment the same day because their issue could not be assessed over the phone, then the patient will not be billed for two appointments the same day.  If the patient is provided a phone appointment, and a service is provided (referral, prescription, advice) and also advised to come for a second assessment on a future date, then both will be charged.  Patients are expected to be available ready to receive the doctor’s call out at the time of their appointment. Doctors often struggle with hitting voicemail or no answer at the time of the booked appointment.  When requesting the appointment please be sure to verify the number on the file is the number you expect to receive the call at, otherwise provide a number for the appointment.  Patients who are confident in using virtual services such as Zoom are also welcome to book a video appointment. 

Prescription renewals are being handled by request made from the MyIndici patient portal, or on the phone.   

Other Services such as cervical smears, immunisations, other nursing services continue for the month of August by appointment, should demand on the lab service increase we will post in the future if these services become unavailable. Please watch this memo space for updates.

Patients with respiratory symptoms who are significantly unwell and require assessment  as they fear they have a more serious illness than a cold may book a face to face assessment or attend the Urgent Care Service.  Or patients with respiratory symptoms AND with other medical/accident conditions requiring assessment and treatment may also book by appointment.  But please wear a mask or nose/mouth covering to attend the clinic.  Stay in your car texting the posted mobile phone to arrange the time to enter, then wait for instruction from the nursing team on arrival.  The mobile phone is not for phone calls, but for texting once the patient is in the car park only.

Swabbing only service is available by appointment only, to patients who are symptomatic and/or meet the Ministry of Health swabbing criteria.   These patients will not be charged for assessment, or swabbing.   Priority for swabbing is for registered patients who meet the criteria.   If space is available, casual patients will be accomodated, but casuals seeking swabbing are advised to attend the community based testing sites.  Patients who do not meet the swabbing criteria will not be tested.  Employers can not demand patients without symptoms be tested, as testing capacity is directed by the Ministry of Health to symptomatic or direct contact cases. 

The highest priority for testing is to test people who are symptomatic and have:

  • been in contact with a confirmed or probable case
  • travelled internationally in the past 14 days
  • had direct contact with a person who has travelled overseas. This could include Customs, Immigration, and Managed Isolation and Quarantine staff
  • worked on an international aircraft or shipping vessel, or
  • cleaned at an international airport or maritime port in areas visited by international arrivals.

Testing people with symptoms

Anyone presenting to health services with symptoms consistent with COVID-19 should be offered testing to help ensure that we don’t have community transmission in New Zealand.

However, we particularly encourage you to get tested if you have symptoms and you are:

  • a healthcare worker
  • an aged-care worker
  • Māori
  • Pasifika
  • over 70 years of age, or
  • if you have a pre-existing condition like chronic obstructive pulmonary disease, heart disease or diabetes.

SERVICE HOURS

Through the pandemic we miay change our service hours to adapt to various demand levels.  We have to increase our staff available for screening people entering the facility, and to focus all staff on the most important urgent work.

SERVICE

Monday - Friday

Saturday and Sunday

Phones Answered

8am – 5pm

8am – 3pm

Covid Risk Sick Patient Assessment

9am – 5pm

9am – 3pm

Physician Phone Consults

8:30am – 5pm

X

Symptomatic SWAB (In Car) Appt ONLY

10am – 3pm

10am – 3pm

Urgent Care Accident Coverage

8am - 8pm

8am – 8pm

Urgent Surgeries

9am - 5pm

X

MYINDICI PORTAL

All registered patients are strongly advised to join the MyIndici Portal.  The portal has two registrations levels.  The first level will allow you to book appointments online, conduct video conference consults, and receive news from the clinic.    To register please have your first name, last name, and date of birth and the email address you have already provided the Silverdale Medical.      Please click the link here and follow the instructions for Level 1 Access: 

MYINDICI Registration Link

The second level of access can only be granted once your identity is confirmed with the practice with an employee personally verifying your identification.  This verification process can be done the next time you are in the clinic; please ask the receptionist to turn on your second level of access once you provide government issued photo identification.  Or it can be done during a phone/video consult with the clinician – as long as the clinician is able to personally confirm and has personal knowledge of your identity.  The second level of access will allow you to see your prescriptions, request renewals of your medications, see lab results and message the practice about your care.  Because of the diligence we must apply to protect access to your personal health information reception staff cannot do this over the phone.

URGENT SURGERY

Silverdale Medical doctors will continue to service urgent surgical procedures.  Patients having surgery will be called, and booked, and called again on the morning of surgery to ensure they are well, only well patients may attend surgery.  Patients arriving for surgery are advised to wait in their car, until called to enter the building, and then enter and attend the triage near the Dental Suite

HONESTY IS ABSOLUTELY REQUIRED

We are not denying service to anyone.  But it is morally unconscionable for someone to put health workers, and the public at risk by lying at the door screening.  Every patient is screened at the door to protect everyone.   

PARTNER ONSITE SERVICES

Mercy Radiology continues to offer Xray, Ultrasound and MRI services for urgent medical and accident needs only. 

Coast Physio is willing to be called in during our open hours by one of our physicians to serve Emergency Accident Service needs only.

Silverdale Family Dentist will continue to offer Emergency Dental Services ONLY by appointment only made directly with their office +09 972 1406.

Silverdale Pharmacy services remain available for prescription servicing.  Silverdale Pharmacy is arranging home delivery for any patient who is a Covid 19 test candidate, or patients who are a direct contact of a confirmed case.  Other patients are advised to enter to drop off their script, with their mobile phone # and car registration, colour and model written on the script.  Then please wait in the car for medications to be delivered to you in the car.

Ranyani Perera
Executive Manager
Silverdale Medical

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URGENT MEMO TO PATIENTS – JUNE 15 2020 Update

Dear Patients and Friends of Silverdale Medical

New Zealand has achieved a great outcome of zero new cases in over three weeks.  Those of us working on the front line of health care like everyone else in the country are relieved and look forward with hope for some sort of ‘back to normal’ life.  However, we also know we must remain vigilant to ensure this virus stays under control in this country.  Infection control is our life – we know many of the procedures followed in other businesses will not protect the public from transmission.  We also know that our business attracts sick patients – where they might not attend other businesses when they are sick.  We are obligated in our profession to follow the guidance of the Ministry of Health, and the regulatory colleges that govern our work.  New Zealand health advisories have been world leading – and have led us to have one of the most successful outcomes to date – with the fasted return to safe normalcy.  As a company we are committed to follow the advice of epidemiologist experts who specialise in knowing how to handle these circumstances.  So please be patient as you engage with our services – Level 1 is not the same as Level 0

Health care guidelines requires us to continue to:

  • separately treat the sick from the well.  To prevent patients with cough, and viral type symptoms from sitting alongside or in the same rooms as patients without these symptoms.
  • to question patients upon entry related to their risk of Covid.
  • have our providers must gown up in protective equipment when treating sick patients, and to change and clean everything between patients.
  • to protect the elderly and vulnerable patients in our practice from being exposed to disease that could have a fatal outcome for them.

LEVEL 1 SERVICE HOURS

All clinical services are now available 8am – 6pm every day, until further notice.

MILLWATER MEDICAL

Millwater Medical has re-opened for patients who are not sick with viral symptoms such as a cough, fever or sore throat by appointment only.

Several doctors are now offering service at Millwater Medical – Dr Andrew Webster, Dr Sarah Wiseman, Dr Holman Gao, Dr Peter Chai, Dr Rebekah Wilson, Dr Chris Whittington and Dr Murray Nutsford.  When using the portal to book appointments be sure to look for appointments at Millwater Medical and Silverdale Medical to find availability with these doctors.

COVID 19 TESTING 

Any patient with any one of the viral respiratory system symptoms (cough, fever, sore throat, congestion, cold, loss of smell) are eligible for testing.  Silverdale Medical is a swabbing site, and local patients may arrive for swabbing during the open hours of the by appointment.   

If you are unwell and think you may require swabbing please text our dedicated number within working hours 027 427 9997 and we will provide a time to attend.  Please do not enter the building until you have been advised to do so.

MYINDICI PORTAL 

All registered patients are strongly advised to join the MyIndici Portal.  The portal has two registrations levels.  The first level will allow you to book appointments online, conduct video conference consults, and receive news from the clinic.    To register please have your first name, last name, and date of birth and the email address you have already provided to Silverdale Medical.    You no longer need your NHI so please do not call the office to request this.  Please click the link here and follow the instructions for Level 1 Access:  MYINDICI Registration Link  

 
Level 2 access can only be granted once your identity is confirmed with the practice with an employee personally verifying your identification.  This verification process can be done the next time you are in the clinic; please ask the receptionist to turn on your second level of access once you provide government issued photo identification.  Or it can be done during a phone/video consult with the clinician – if the clinician is able to personally confirm and has personal knowledge of your identity.  The second level of access will allow you to see your prescriptions, request renewals of your medications, see lab results and message the practice about your care.  Because of the diligence we must apply to protect access to your personal health information; at my personal direction reception staff cannot do this over the phone.  

DOCTOR PHONE CONSULTS & TRIAGE 

Doctors are offering phone consults and advising patients to use the phone consultation service where appropriate to reduce in-person interactions. Phone consultations during the pandemic have been authorised and recommended by the Medical Council.  Doctors can diagnose and service an incredible amount of issues over the phone.  We do not however have the network bandwidth to conduct all consults via video conference, and it is not necessary. 

At times eyes and hands on visualisation is required, if you believe your medical issue will require eyes or hands on visualisation you may attend an in person face-to-face appointment.  Please call the Silverdale Medical offices to book an in person face-to-face appointment through Level 1. 

If you have a phone triage call with a doctor, and your problem must be seen in person the same day – you will not be charged for two consults on the same day.   If the physician can serve your needs of the day with the call, then you will be charged a normal consult fee in accordance with your age and your registration status. 

SERVING THE SICK

Patients who are sick with a undiagnosed viral or bacterial infection are being streamed and served by Silverdale Medical staff either in their car (In Car Viral Assessment Unit), or in a specific "Red Stream"  In serving Red Stream staff are using protective equipment such as gown, mask, and face shields.   Patients in the "Red Stream" are prevented from accessing the main reception, and clinical spaces of the primary clinic.   

URGENT ACCIDENT COVERAGE 

Patients who have had an accident (ACC) but are not sick may continue to arrive unannounced to the clinic for service during the open hours.   Patients with fractures will continue to be served in office but must notify if sick in any manner.  Patients will be screened at the door, and if they have any evidence of illness will be seen in the car. 

FLU SHOTS 

We currently are booking any patient to receive the flu vaccine.  As vaccine becomes available, we are opening appointment times. 

URGENT SURGERY/PROCEDURES 

Silverdale Medical doctors will continue to service urgent surgeries/procedures.  Patients arriving to surgery will be called, and booked, and called again on the morning of surgery to ensure they are well, only well patients may attend surgery.  Patients arriving for surgery are advised to wait in their car, until called to enter the building, and then enter and attend the screening nurse. 

NON-URGENT CARE 

We are now delivering less urgent service such as preventative screening (smears, immunizations, and regular maternity care) and long-term issues that require face-to-face examination.    For the months of June and July all registered patients due for their cervical smear will have no additional surcharge when booked with the nurse.   So call an book your appointment before they are all gone.

Patients are advised to consider that most viruses do not have a treatment; if you have minor illness such seasonal allergies or a cold it is recommended that you stay home and self-care.  

HONESTY IS ABSOLUTELY REQUIRED 

Silverdale Medical is not denying service to anyone.  But it is morally unconscionable for someone to put health workers, and the public at risk by lying at the door screening.  Every patient is screened at the door to protect everyone.   

Please be patient and kind as we endeavour to protect our patients and workers with evidence-based approaches to the delivery of care. 

Ranyani Perera
Executive Manager
Silverdale Medical