Jan has worked in primary care since 1989 and joined our practice in 2007. As Practice Manager she is responsible for the smooth running of the three sites and heads a comprehensive team of practice nurses, administrators, secretaries and receptionists. The practice team work hard to provide quality services to our patients. If you have any concerns regarding our service then please refer to our practice manager in the first instance.
Patient Services Manager Wistaria and Milford
Rachel Plumb joined the practice as a medical secretary in August 2013, was promoted to Team Leader at Milford Medical Centre in 2016 and further promoted in April 2019 to Practice Team Leader. From November 2021 Rachel progressed her role to Patient Services Manager & supports the Partners & Practice Manager, assisting with the recruitment, training & smooth running of the administration teams. She can also deal with your queries, concerns, suggestions, and complaints.
Emma joined the practice August 2022. Originally from an insurance background used her experience & knowledge and moved into the Construction Industry. During the pandemic it resulted in a career change, to dental practice management.
Her role as operation manager is to provide support to the practice team across both sites, along with day-to-day maintenance issues.
Fiona recently joined our practice in August 2022. She has previously worked in the accounts departments for both the charity and legal sectors. As our finance officer, Fiona is mainly responsible for processing and reconciling income and expenditure and ensuring that the Practice operates in a profitable and cost-effective manner in keeping with the financial aspirations of the Partners.
Receptionists & Call Handlers
Our receptionists & call handlers provide an important link for patients with the practice and are your initial contact point for general enquiries. They can provide basic information on services and results and direct you to the right person depending on your health issue or query. They also perform other important tasks such as giving details or recent test results and messages from our GPs, issuing repeat prescriptions and dealing with prescription enquiries.
We are often asked why our call handlers and receptionists need to ask what is wrong with you when you wish to make an appointment.
Both call handlers and receptionists have been directed by the GP Partners and management to ask why you need to be seen and based on your responses you will receive the most appropriate medical care, from the most appropriate health professional, at the most appropriate time.
Your information helps clinicians prioritise phone calls, appointments and home visits, and ensures that all patients receive the appropriate level of care.
Call handlers and receptionists, like all staff, are bound by confidentiality rules, and any information given by you is treated strictly confidentially. If you do not wish to discuss your health needs directly with our staff then you may wish to use the online portal or one of our touch screens in the privacy rooms.
Remember, our staff are not being difficult or intrusive, they are following specific directives set by Wistaria & Milford GPs and Management in order to get you the care you need.
If your doctor is in surgery seeing patients and you have a query, please ask to speak to our secretarial team as they may be able to assist you or will ring you back later with the information you require. As well as dealing with referrals to secondary care they can also help you with general enquiries regarding medical reports, financial claims and will deal with patient requests to review their medical records.
Our IT team support the accuracy of patient electronic records and produce reports on clinical data, both for patient care and surgery funding. Together with our Partner IT lead and Practice Manager – the team introduces and supports software tools and methods to improve the efficiency of the surgery and to provide patients with more convenient access to surgery facilities and information. We are very fortunate to have an experienced Patient group member who works closely with the IT team and our Practice Manager to update patients via our website and social media.