Background

GP practices are under exceptional pressure from rising workload and a shortages of GPs. This is why there is a concerted effort from GP surgeries to push back on inappropriate requests coming from secondary care and other external services to do work that falls under their remit.

Lewisham & Greenwich Trust (LGT) have requested that we feedback to them every time we feel that they have passed on inappropriate work to us.

Process

1️⃣ Inappropriate request received / identified

1. GP or other clinician comes across a request from LGT service that they believe has been inappropriately passed on to us
2. Send a task to the Clinical Admin team detailing: the relevant patient, why the request was inappropriate

2️⃣ Send feedback to LGT

1. Open the relevant patient’s record
2. Click the 🔽 below the ‘Add’ button → hover over ‘Document’ → click ’Create Letter’
3. Using the search function in the bottom-right corner, search for the template → Inappropriate Requests Letter
4. The template will auto-fill with the patient’s details and the practice details. Select the applicable reason(s) why this request was deemed inappropriate by the GP
5. Save the document to the patient’s record by clicking ‘File’ → ‘Save and Close’

This should automatically add the code ‘Inappropriate use of general practictioner service’ to the patient’s record. If it doesn’t, please add this code and write the following in the text: ’Inappropriate request from secondary care - feedback form submitted as per GP's request. Email sent.’

6. Email a copy of the document to Waqas Khaliq → wkhaliq@nhs.net
7. Close the task only after the document has been sent via email