COVID-19 has asked a lot of us. We have had to take quick and decisive action in several key areas of the business. We have placed several projects on hold and refined our operations to prioritise safety above all else. Throughout this process of moment to moment decision-making, we have learnt a lot as a practice, and stood tall as responsible and safety-aware citizens of our medical neighbourhood.
In this update, I’ll be sharing the three things that I believe have kept us going and growing, and some thoughts around our future direction as a practice.
1. A Cohesive Team
We have discovered how closely our success as a business is linked to our cohesiveness and psychology as a team. In a world dominated by uncertainty, we have had to find new ways to offer safety, hope and inspiration to our patients and to each other. We have had candid conversations about our individual vulnerabilities, and have consistently brought our full and authentic selves to work. This openness and humanity that exists within our workplace has meant that we have all had moments of deep connection with each other and by extension, this has enhanced our capacity to connect deeply with our patients.
2. A Focus on Kindness
Gurleen and I have had conversations with our team, our patients and our community regarding what you are doing to take care of yourselves during this challenging time. It has been reassuring to see a common thread emerging of the “one thing” you do to stay grounded (your “anchor”). Overwhelmingly, you have taught us what it means to be kind to your self and to others.
In this spirit, we have adopted our own self-care habits. Personally, I took up the challenge to run 100km in the month of July, and used my morning run as my consistent daily ritual. Having dedicated the last few years to lifting weights and quick bursts of cardiovascular exercise, running was quite foreign to me, and the prospect of running 3 to 5km each day almost insurmountable. However, by taking on and successfully completing the challenge with a day to spare, I taught my mind that even the toughest mental barriers can be overcome. I have continued this healthy habit and now channel this energy into showing up in the right way each day for my team, my patients, my community and my family.
By modelling healthful behaviours within and outside of the workplace, we can all work together to build a culture where self-care and self-compassion are valued, encouraged and commonplace. We are well placed to facilitate the extension of this culture into the lives of our patients, so that they see us not only as trusted advisors, but as health role models. Indeed, it is difficult for us to counsel our patients about behaviours that we ourselves do not practice.
3. A Clear and Compelling Vision
In a world seemingly dominated by fear and uncertainty, it is not uncommon for feelings of helplessness and hopelessness to surface. Finding clarity amidst chaos is extraordinarily challenging, particularly when coupled with the grim reality that others have lost so, so much to, or through, this pandemic.
Why are we here? Why do we get up in the morning? What drives us? These are the questions that we have needed to ask constantly throughout the last few months. The antidote to burnout is a compelling vision of the future, and we would like that future to be the embodiment of our core values, our dreams and our aspirations. At its foundation, breathing life into our vision must enable us to positively and proactively impact the lives of the people we exist to serve.
Are our core values, compassion and innovation, still relevant today? I believe they are, and will explore this in a subsequent article.
Where to next?
During our first year at Rosedale, Gurleen and I invested heavily in the domain of engaged leadership. Our team, patients and community have come forward to welcome us with open arms as the new leaders of the practice.
We are proud to have built upon our credibility and brand as a business, and have established a strong online presence and digital footprint. COVID-19 has accelerated our uptake of health technology, and we are now well placed to deliver care virtually. We started our journey wanting to do away with the fax and with paper, and COVID-19 taught us that even bricks and mortar are optional. We still believe that the heart of general practice is in relationship-based, in-person care. However the unique opportunity to take care to our patients has renewed our commitment to providing “Care Outside the Box”.
In line with our vision, we have built our reputation as a world-class provider of health care, as a great place to work for our team, and as a quality training practice for our medical students from Macquarie University, Western Sydney University and University of Sydney.
We have also implemented key population health programs. We have partnered with Western Sydney Diabetes to offer Diabetes Case Conferences to our patients, and have grown our practice’s relationship with our Primary Health Networks – WentWest and Sydney North Health Network. We are in discussions with our local partners about our involvement in new and innovative programs such as HeartConnect, and expect to add even greater value to the services we are able to offer our patient population.
Importantly, our participation in these projects is grounded in our principled approach. We stand for a higher purpose – with everything we do, we aim to improve the lives of our patients, our team and our community. We lean into compassion and innovation as both our core values and our key strategic levers. However, if we are to continue to grow as a business, we need to have a clear picture of what success in these two areas look like, and define some key metrics around this.
We recognise “that the fox knows many things, but the hedgehog knows one big thing”. We stand by our desire to be the best in the world when it comes to innovation and compassion. As we gain further clarity and understanding of our shared purpose, we accept that our focus may evolve or transform. We also recognise the key area in which we are consistently outperformed by our competitors – convenience.
During the pandemic, we have been particularly conscious of our limited resources, and have leaned into our strategy of doing the best that we can for our current patients, ensuring their care is managed proactively, holistically and comprehensively. Our data so far has suggested that we have excelled in key areas such as the delivery of influenza vaccines to our most vulnerable patients.
It is very easy to brush the idea of convenience aside, and I have found myself a few times saying that we are not a “convenience” practice. However, on the flip side of convenience is access. And it is absolutely a problem when our patients are unable to access their healthcare team, particularly at a time that health care is in such great need. So increasingly we do recognise this as a problem that we need to address.
We recognise that in our efforts to provide comprehensive and personalised care to our patients we often run late. This is also unacceptable and disrespectful to our patients who we understand live very busy lives. We would like to say that we respect your time. More than this, we would like to show you that we respect your time and we would like to take very deliberate action to ensure that this is an area in which we can improved.
But we can’t improve what we don’t measure, and so during the month of August, we will be focusing our attention on “building block two” – data-driven improvement. We will set out a number of key metrics and use data to drive insights and further improvements in the way we manage our business and care for our patients. We look forward to sharing these insights with you, our valued community, in our next update.
Throw back to 1985 – a scene remembered by many as one of the most heartbreaking in Australian television history – Molly Jones of A Country Practice (played by Anne Tenney) would die of leukaemia, while lying on a couch in the garden watching Brendan play with their daughter Chloe.
35 years on, we reflect on the heritage of the beautiful home we now call Rosedale Medical Practice West Pennant Hills. We reflect on the values of #kindness, #love, #humanity, #friendship, #life, #resilience, that continue to live on to this day. There is something truly magical about serving our fellow humans from the house that Molly once called her home.
“Mad”, we said, “Mad Molly Jones”
But then we didn’t know
The kindness that was hers to spare
The joy that she took everywhere
We simply didn’t know.
“Mad”, we said, “Mad Molly Jones”
But then we hadn’t heard
How she could fight to save a flower,
And give each man and dog his hour
We simply hadn’t heard.
“Mad”, we said, “Mad Molly Jones”
But then we hadn’t seen
That she could make a dull day bright,
That she was colour, warmth, and light
We simply hadn’t seen.
Molly Jones, it’s over
Yet we cannot say goodbye
For all the loveliness we knew
And love of life and friendship true
And laughter brave once dwelt in you
And how can such things die?
Rosedale Medical Practice West Pennant Hills welcomes all new and existing patients. You can book an appointment today by calling (02) 9680 9644, or alternatively using our convenient HotDoc app.￼
Click here to book via HotDoc.
✅ On arrival, our wonderful, superstar admin staff greets you, checks your details, checks your temperature and directs you to your seat
✅ Each of our doctors takes the time to explain the vaccine to you, including information about the vaccine, and expected side effects, and signs to watch for
✅ We have a detailed conversation with you about the risk of thrombosis with thrombocytopenia syndrome (TTS – a rare type of ‘blood clot’), the signs to watch for, and what to do if you develop these signs
✅ We observe you for 15 minutes (or 30 minutes if you have had a previous history of anaphylaxis, a severe allergic reaction) and are ready to respond with emergency medication if needed
✅ On Tuesdays we are joined by our amazing medical student from Macquarie University
Our systems and processes are carefully designed with your safety as our highest priority, to ensure that you receive the best possible experience.
Remember, our team is ready to serve you and your loved ones. We are doing just over 100 vaccines a day and have the capacity to do more – so if you know anyone that would like the Astra Zeneca vaccine, please send them our way so that we can help.
In the photo: Dr Jas Saini, Medical Student Gareth, and Admin Assistant Simran
“Not enough of us know how to sit in pain with others.
Worse, our discomfort shows up in ways that can hurt people and reinforce their own isolation.
I have started to believe that crying with strangers in person could save the world.”
Amongst other things, this quote by Brené Brown sums up the art and challenges of #generalpractice beautifully.
One of the most important things we can do for others is to create space for the expression of #discomfort, #vulnerability and #difficultemotions.
It is the privilege our team at Rosedale Medical Practice has when we talk to our patients, our community, and each other each and every day.
And we are forever indebted to our patients for your trust in us as we walk through life’s journey together.
We’re all hurting right now, and we must, above anything else, support each other.
Please – stay safe, get tested, stay home, be kind and reach out.
We’re here, we care, we’ll listen.
West Pennant Hills is now listed as a case location.
There has been a positive COVID-19 case at 7 Eleven, Pennant Hills Road, West Pennant Hills.
Anyone that attended this venue on Thursday 15 July, 6.30am – 6.40am is considered to be a casual contact.
Please follow instructions from NSW Health closely.
- Get tested immediately
- Stay home and isolate
- Watch out for symptoms and retest if they occur
Rosedale Medical Practice will continue to offer Telehealth phone and video consults to patients, with face to face consults reserved for situations where they are ABSOLUTELY necessary.
If you have any of the below symptoms please do not visit the practice. We will consult you via phone or video, or refer you to the nearest respiratory clinic to be seen should this be required.
Fever or chills
Shortness of breath or difficulty breathing
Muscle or body aches
New loss of taste or smell
Congestion or runny nose
Nausea or vomiting
As always, the safety of our patients and team members is our number one priority.
Please welcome our wonderful dietitian and nutritionist Mary-Anne Chamoun to Team Rosedale.
Mary-Anne will be joining our practice on Friday 6th August 2021, and will see patients on alternate Fridays.
Mary-Anne graduated from the University of Sydney in 2007. She has a particular interest in managing diabetes, heart disease, malnutrition and conditions of the gastrointestinal system. Mary-Anne is also trained in the use of a low FODMAP diet for IBS by Monash University.
She also consults at Norwest Private Hospital in the area of weight loss surgery and understands the frustrations of weight gain experienced by individuals with insulin resistance and polycystic ovary syndrome.
Being a mother of three young children, she acknowledges the demands of family life and how this can impact on food choices. Her approach is to implement simple and practical advice to create healthier habits that will last a lifetime.
Mary-Anne will be accepting bookings via HotDoc shortly, watch this space.
#dietitian #nutritionist #teamrosedale #yourbesthealthstartshere #careoutsidethebox
The federal government has just today released important changes to your Medicare rebates (the amount of money you get back from Medicare for each consultation with your doctor).
These changes will be effective from tomorrow, 1st July 2021:
1️⃣ 😷 Face to face and video consultations:
Your rebate has increased slightly (by 1.5%) so that you will get more back for each consultation.
2️⃣ 📞 Phone consultations:
You will no longer receive a rebate for long consultations. The maximum rebate you will receive is $39.10 (unless you are booking certain mental health consultations).
This means that if you are booked for a long phone consultation, you may be asked to pay as much as $120.90 out of pocket.
If you need a long consultation, we suggest you book a face to face or video consultation instead to minimise your out of pocket costs.
We understand that the government is making these changes to increase Australia’s uptake of video consultations.
If you require a video consultation and have seen one of our doctors in the last 12 months, the best way to book your appointment is via HotDoc. You will be sent a link which will be used to connect you to your doctor at the time of your appointment. Currently Dr Saini is the only doctor offering video consults. Other doctors will join in shortly if there is sufficient demand.
If you have not seen us in the last 12 months, you must book in for a face to face consultation.
Are your expectations of your general practice high enough?
Here’s what I’ve learnt from talking to the most innovative, caring and compassionate practice owners and leaders around the world:
General practices are an amazing powerhouse for not only providing you compassionate, comprehensive and personalised health care when you visit,
Providing proactive outreach care that is targeted at keeping you well even when you’re not physically at the practice.
At Rosedale Medical Practice West Pennant Hills, it’s an approach we call “Care Outside the Box”, and something we strive to deliver on each and every day
Hint: We have a long way to go, and we aim to get even better at getting better.
Here’s what we think great care should look like:
“…care that warms your heart as soon as you enter,
extends well beyond the four walls of our practice.”
What is YOUR practice doing for you?
Is it time to raise the bar?
Will you demand better for you and your family?
✅ A great relationship with your general practice is a wise investment in your health, as well as the health of your family
✅ GPs can help you with a broad range of health concerns, including your physical, mental and emotional health
✅ A great way to plan your first consult is to ask for a general health check
#anewkindofcare #careoutsidethebox #betterhealthstartshere #yourpartnerinhealth #teamrosedale #generalpractice
Updated ATAGI advice 17/6/2021
The summary below has been provided to general practices by the Chief Medical Officer, Professor Paul Kelly. It has been prepared to assist in our communication with patients with questions about the COVID-19 Astra Zeneca Vaccine.
What is the new ATAGI advice?
The Australian Technical Advisory Group on Immunisation (ATAGI) have reviewed their advice on the AstraZeneca vaccine. They have recommended that Pfizer is the preferred vaccine for people aged under 60 years.
This doesn’t change who is currently eligible for a COVID-19 vaccine, but it means if you are under 60 it is preferred you get the Pfizer vaccine.
Why has the advice changed?
ATAGI have made this recommendation because of new evidence that shows the risk of thrombosis with thrombocytopenia syndrome, or TTS (which is a rare blood clotting syndrome) in the 50 – 59 age group is higher than initially thought.
I’ve had my first dose of AstraZeneca, should I get Pfizer for my second dose?
No, this isn’t necessary. If you have had your first AstraZeneca vaccine dose without any serious side effects, you can receive your second dose as planned.
To ensure maximum long term immunity, it is important you receive two doses of the same COVID-19 vaccine.
I’ve had my first dose of AstraZeneca, and have side effects that I am worried about. What should I do?
If you have recently had your first vaccine dose and are experiencing any side effects that you are worried about, I can book an appointment for you to see your doctor.
I am 60 years or over, is the AstraZeneca vaccine still safe for me?
Yes, the AstraZeneca vaccine is still safe for you.
The risk of thrombosis with thrombocytopenia syndrome, or TTS (which is a rare blood clotting syndrome), is much lower in people aged 60 years and over.
Additionally, if you are aged 60 and over you are much more likely to become seriously unwell if you catch COVID-19.
I’m booked in for my first dose of the AstraZeneca COVID-19 vaccine and I am under 60, what do I do?
If you are aged under 60 years, and you have an appointment to receive your first dose of
AstraZeneca, it is recommended you cancel this booking.
You can schedule an appointment at a Pfizer vaccination site. If you need to find the site closest to you, you can use the vaccine eligibility check on health.gov.au
Where can I get a Pfizer vaccine?
Some Commonwealth Vaccination Clinics are currently providing the Pfizer vaccine, along with many state based clinics All CVCs and many General Practices will have the Pfizer vaccines during June and July.
To book an appointment, you can use the vaccine eligibility checker. You can find the checker on health.gov.au
If an appointment is not available right away, new clinics and appointments are being added regularly, so you can wait a few days and check again.
I am under 60, and I am fully vaccinated with AstraZeneca, do I have to get Pfizer now?
If you have received both doses of the vaccine you do not need to get vaccinated with any other COVID-19 vaccine.
Please click here for more information.
We had the pleasure of welcoming Primary Care Nurse Consultant Jane Bollen and GP Dr Chris Bollen to teach at our practice yesterday.
Jane and Dr Chris have a special interest in the care of older people, and taught us about healthy ageing, with a specific focus on identifying, preventing and managing frailty in our day to day practice.
Jane previously worked at Allenby Gardens Family Practice in Adelaide running a nurse led (team-based care) “Healthy Ageing Clinic”.
We learnt many valuable lessons that will form part of our quality improvement initiatives as a practice, and that will help us in achieving our objective of “keeping older Australians independent and safe in their own homes”.
#collaboration #teambasedcare #careoutsidethebox #templateofthefuture #pcmh #transforminghealthcare
We’re delighted to welcome Dr Anish Ahmed to Team Rosedale.
Team Rosedale is growing!
We’re super excited to announce that our new and very lovely GP, Dr Anish Ahmed, has joined team Rosedale.
Having owned his own friendly family practice in North East London, and more recently in Sydney’s Kirrawee, Dr Anish appreciates the importance of maintaining the highest standards of personalised patient care.
Dr Anish’s patients describe him for being extremely thorough, approachable, friendly and for his ability to go on the journey with his patients.
He believes the true reward in general practice is being able to build lasting relationships with patients and this is why he has joined Rosedale Medical Practice.
Dr Anish has a wide range of special interests, including child health, the management of chronic conditions, aviation medicine, and prevention.
Away from work, Dr Anish enjoys spending quality time with his family and is dad to 3 children. He loves travelling the world, and is a passionate “foodie”. He has a particular interest in languages and hopes to one day be able to study a foreign language.
We hope that you’ll join us in making Dr Anish feel welcome to the Rosedale family.
#teamrosedale #careoutsidethebox #transforminghealthcare #meettheteam