Who Are We?

Birchwood Medical Practice is an effective provider of services and provides care, treatment and support that results in Good Outcomes for our patients and staff and promotes good quality of life for them.

We have a dedicated Frailty Team who work closely with our linked local Care Homes. They provide assessments, guidance and support to individuals living in care homes. The Frailty Team work closely with our staff and are supervised by our Senior Partner and supported by our other GP Partners and Nurses. 

We follow national referral guidelines for Cancer 2 week wait’s, ensuring that we follow up on these referrals to make sure that patients are seen within the set timescale. This is to ensure the safety of patients referred on a 2week wait.

We work closely with all the community services like social prescribers and community pharmacy services, in the attempt to make our patient care as comprehensive and effective as possible.

When we receive out of hours reports, discharge letters and clinic letters, our experienced administration team ensure that these are uploaded to patient records and actioned as needed in a timely manner. If there are actions for the GP these are sent to them asap and when clinicians are on leave, we have a “buddy system” to sensibly and fairly share out their workload. This ensures that nothing has been left unactioned and that our patients care continues even when their named GP is off. Asa Training Practice we have trainee/Junior Drs work with us and when junior doctors are away their work is covered by their clinical supervisors.

All our practice policies are reviewed and updated on a regular basis ensuring that care for our patients is caring, effective, safe, responsive and well-led at all times.

We Support Our Patients To Live Healthier Lives

When a patient registers with us, we ask routine questions about family history, height/weight, smoking and alcohol habits. This helps us to see what support they need including NHS health checks for the over 40s, referrals to weight management and exercise referrals for patients with a BMI over 30. We signpost to smoking cessation and alcohol support services and refer to Diabetes Prevention Programme if needed.

We run a variety of specialised clinics including:

• Chlamydia Screening Programme for 16-25 year olds and we are a Centre for the C-Card Scheme for young people to get free condoms without appointments.
• Learning Disability Clinic with our Dedicated Learning Disability Nurse
• Childhood Immunisation clinics and Child Flu Clinics
• Asthma Clinics
• Hypertension Clinics
• Flu Vaccination Clinics
• Covid Vaccination Clinics
• Diabetes Clinics
• Implant Clinics
• Coil fitting clinics
• Gynaecology Clinics
• Minor Operation Clinics
• NHS Health Check Clinics
• Wart Clinics

In August 2023, we worked closely with One You Lincolnshire who wanted to collaborate and offer the Gloji Weight Management service to our patients. As a result of this discussion, we were the hosts to a drop-in session at the surgery which was amazingly attended by over 120 patients. Over 100 referrals to the adult weight management pathway were made following this drop-in session, and as a result of this, we were named the Autumn Affiliate award winners for 2023!

Staff Recruitment and Training

We have robust mechanisms to recruit staff who have the appropriate skills for the job at hand. We provide training and up-skilling within the work environment to make staff feel valued. All staff have annual appraisals and protected learning time to complete training.

We have been a training practice for 25 years and provide training for Medical Students, F2s, GP registrars, Nursing students and trainee pharmacists.

We keep up to date with legislation

There are quarterly practice team meetings where practice staff are updated with practice news and as appropriate legislative guidance and updates such as Mental Capacity Act, Safeguarding and Information Governance. They also receive annual training on these important areas.

Making improvements in healthcare through Research

We are a Research Practice and work alongside the NIHR Clinical Research Network to support patients to participate in high-quality research, advancing knowledge and improving care.

Compassionate, Respectful Care

We pride ourselves on ensuring that our staff treat patients with compassion, kindness, dignity, and respect. All of our team members are fully trained to uphold these values, creating a welcoming and supportive environment for everyone who walks through our doors.

Listening and Acting on Feedback

We actively seek and welcome feedback from both patients and staff. This is done through various channels including suggestion boxes, Friends and Family Tests, and Patient Satisfaction Surveys. We believe in transparency and responsiveness, which is why we showcase the changes we’ve made in response to feedback in our “You Said, We Did” section on the website and on our Feedback Display in Reception.

Partnering with Patients

Our Patient Participation Group (PPG) plays a vital role in shaping our services. We encourage new members to join through our website and registration forms. The group, which currently includes eight regular members, meets quarterly with the practice manager and deputy manager to share ideas and suggestions. They are also affiliated with the National Association of Patient Participation.

Supportive Services for All

To ensure every patient feels safe and understood, we offer chaperones for appointments and provide interpreting services through Language Line and Google Translate. These services help us deliver inclusive care to our diverse patient community.

Dedicated Learning Disability Support

We are proud to have a Dedicated Learning Disability Nurse, Abbie Willows, who provides consistent care and builds trust with patients who have learning disabilities. These patients are offered a full annual assessment. Additionally, we have introduced a Calm Corner in our Reception area—a quieter, more peaceful space for those who need it.

Championing Carers

Our Carers Champion, Louise, works closely with Carers First to ensure we provide the most current and helpful information to carers. We’ve created tailored carers packs for both adult and young carers and maintain a dedicated carers board in Reception. Patients can register as carers through our website, at Reception, or via annual text reminders.

Accessible Information for Everyone

We strive to make health information accessible to all. Our resources are available in multiple languages and formats, including easy read leaflets, large print documents, and translated materials. A folder at Reception contains a wide range of topics, and our quarterly patient newsletter is available both digitally and in large print.

Digital Help, One-on-One

For patients who are less confident with technology, we offer one-on-one appointments with a member of our Administration Team. These sessions help patients set up and use the NHS App and access our digital newsletter.

Home Visits When You Need Them

We understand that some patients may be unable to visit the surgery due to illness, disability, vulnerability, or treatment-related immune suppression. In such cases, we offer home visits to ensure they still receive the care they need.

Signposting to Support

Our staff are knowledgeable about local support agencies and can guide patients to services such as Citizens Advice, One You Lincolnshire, and Carers First. We’re here to help connect you with the right support at the right time.

Building Community Connections

We care deeply about our local community and are actively building positive relationships with local schools and the Children’s Centre/Family Hub. These partnerships help us extend our support beyond the surgery and into the heart of the community.

Designed Around You

We are proud to be a responsive and well-organised service, designed around the needs of our patients. We work closely with commissioners and stakeholders to ensure our services are shaped by those who use them, offering both choice and continuity of care.

Timely Access to Care

We strive to ensure timely access to care and treatment. To support this, we have recently upgraded our telephone system to include a call-back feature, helping to reduce waiting times and improve patient experience. We also monitor call volumes regularly to ensure both patient and staff safety.

Feedback That Drives Change

Patients are encouraged to share their feedback, raise concerns, or make complaints through a variety of channels—verbally, in writing, via email, through reception feedback forms, or by completing the Friends and Family Test. After each appointment, patients receive a text message inviting them to provide feedback. We actively respond to this input and share updates in our “You Said, We Did” section on our website.

Accessible, Up-to-Date Information

We keep our website regularly updated and send out a quarterly newsletter via text message. For accessibility, the website can be translated into multiple languages using Google Translate. We also provide printed and large-print versions of the newsletter in reception. Each edition features a “Day in the Life” spotlight on a staff member, helping patients better understand the roles within our team.

Flexible Appointment Options

We offer a wide range of appointment types to suit different needs, including pre-bookable, same-day, urgent care, and extended access appointments. These are available during early mornings, evenings, and weekends. For example, we offer appointments with GPs, nurses, and healthcare assistants on Wednesday mornings from 7am to 8am, and Thursday evenings from 6.30pm to 8pm. Weekend appointments, including chronic disease management, are available on Saturdays to support patients who work during the week.

Easy Booking, Your Way

Appointments can be booked in several ways: online (nurse appointments only), by phone, or in person at reception. We understand that not all patients are confident with technology, so we offer one-to-one support to help patients download and use the NHS App. This service is promoted through posters, text messages, and direct offers from our reception team.

24/7 Online Contact

Patients can also contact us 24/7 via Accurx through our website for advice, administrative support, sick notes, medical queries, or access to records. We aim to respond to all requests within 48 hours, helping to reduce pressure on our phone lines for non-urgent matters.

Convenient Prescription Services

Repeat prescriptions can be ordered in several convenient ways: via Accurx, online services, post, our prescription post box, a 24/7 answerphone service, by calling reception, or by leaving a repeat slip at reception.

Specialist Clinics & Home Visits

We run a variety of specialist clinics to meet the diverse health needs of our community. Home visits are available when necessary. We have dedicated teams for diabetes care, respiratory conditions (including spirometry), and heart failure. Due to increasing demand, we’ve trained additional staff in these areas to ensure patients receive timely and expert care.

Travel Health & Nursing Home Support

Our travel health and immunisation services are tailored to the needs of our patient population. Each nursing home we support has a designated GP partner and a junior doctor, working closely with our Frailty Team to provide consistent, high-quality care.

Mental Health Matters

Mental health is a key focus at Birchwood. We have a dedicated mental health practitioner who supports patients on the mental health register and encourages regular engagement with services. In our practice, we also display information about local mental health resources and self-care tips to help patients manage their wellbeing.

Safety is at the core of everything we do. We are deeply committed to protecting our patients, their families, our staff, and the wider community. Whether you are receiving care, working with us, or partnering with our team, your safety is our top priority.

Strong Safeguarding Measures

We have strong safeguarding policies in place, supported by a dedicated team that meets regularly to review and address any concerns. Our safeguarding efforts span all age groups and needs, from children and families to elderly and vulnerable adults. Every patient is assigned a named GP upon registration to ensure continuity of care and personal attention.

Named GP for Every Patient

To support personalised care, each patient is assigned a named GP when they register with us. This helps build trust and ensures consistency in the care we provide.

Meet Our Safeguarding Team

Our safeguarding team includes Dr Katherine Duffield as the Designated Safeguarding Lead GP for children and young people, Dr Amanda Humphreys Designated Safeguarding Lead GP for adults, with Dr Catherine Armstrong serving as Deputy. Nurse Abbie Willows is our Safeguarding Lead Nurse, and Louise Clayton supports the team as our Safeguarding Clerk. We work closely with local schools and community organisations, recognising that safeguarding is a shared responsibility. We also collaborate with a specialist Frailty Team to support elderly patients in care homes.

Working with the Community

We believe safeguarding extends beyond our practice walls. That is why we actively engage with local schools, care homes, and community organisations to ensure a joined-up approach to protecting vulnerable individuals.

Safeguarding in Practice

Safeguarding is a standing item in all practice meetings, ensuring it remains a constant focus. We also maintain a safeguarding board in our reception area to guide patients on what to do if they are concerned about a child, young person, or adult.

Learning and Improvement

We hold quarterly reviews of significant events and learning opportunities to continuously improve our safeguarding practices and overall service delivery.

Staff Recruitment and Training

Our staff are carefully recruited, DBS-checked, and trained in safeguarding, health and safety, consent, confidentiality, and information governance. Annual appraisals help us tailor training and development opportunities to each team member’s needs.

Supporting Staff Wellbeing

We monitor staff hours and roles to ensure their wellbeing and effectiveness. A safe and supported team is essential to delivering high-quality care.

Infection Control and Cleanliness

We maintain high standards of infection control through regular audits and ensure our premises are clean, safe, and risk-free. Our facilities are regularly inspected and maintained to meet the highest standards.

Fire and Equipment Safety

We have upgraded fire alarms, overnight security monitoring, and CCTV in place. Regular checks are carried out on electrical systems, heating, water, and Legionella risks by qualified professionals.

Health and Safety Oversight

Health and safety are managed by designated officers and supported by weekly fire alarm checks and annual fire drills. All medical and electrical equipment is regularly tested, including PAT testing, to ensure everything is functioning safely and effectively.

Accessibility for All

Accessibility is a key focus at Birchwood. We provide disabled parking, wheelchairs, handrails, hearing loops, hydraulic examination couches, bariatric chairs and scales, and two accessible toilets. We’ve also created a Calm Corner in our reception area for patients who prefer a quieter space.

Family-Friendly Facilities

We support families by offering baby changing facilities and welcoming breastfeeding mothers in our practice.

Ready for the Unexpected

We are prepared for all eventualities, with plans in place to maintain service delivery during adverse weather, major incidents, or seasonal demand surges.

A Registered Safe Surgery

Birchwood Medical Practice is proud to be a registered Safe Surgery. We are committed to removing barriers to healthcare access, especially for migrants and vulnerable individuals.

Inclusive and Accessible Care

We do not require ID, proof of address, or immigration status for registration, and we strive to ensure language is never a barrier to care. We believe that small changes can make a big difference and are dedicated to ensuring that no one in our community is excluded from receiving the care they need.

Strong Leadership and Clear Direction

We are proud to be a well-led organisation with strong leadership, effective management, and robust governance. These foundations enable us to deliver high-quality, person-centred care while fostering a culture of learning, innovation, and openness.

A Well-Defined Organisational Structure

Our organisational structure is clearly outlined, ensuring that each department is adequately staffed and led by responsible individuals. Leadership roles are clearly assigned across our GP partners and senior nursing team, all of whom are supported and coordinated by a highly capable Practice Management team.

Dedicated Management Team

We have a full-time Practice Manager and Deputy Practice Manager, ensuring that one is always on-site to oversee the day-to-day running of the practice. Their presence provides consistent leadership and operational support for both staff and patients.

Shared Vision and Values

Our Vision and Mission Statement is prominently displayed throughout the practice and on our website. It serves as a daily reminder of our shared values and goals, guiding our team in delivering compassionate, high-quality care to our community.