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