1 00:00:28,400 --> 00:00:29,560 There he is. 2 00:00:29,560 --> 00:00:31,120 Morning, Karen. Take your coat off 3 00:00:31,120 --> 00:00:32,760 and I'll give you the ten penny tour. 4 00:00:32,760 --> 00:00:34,600 Nah, it's OK, Mum showed me round last week. 5 00:00:34,600 --> 00:00:37,880 Oh, right, but did she show you where we hide all the good stuff, 6 00:00:37,880 --> 00:00:39,200 like the biscuits? 7 00:00:39,200 --> 00:00:42,320 Now, that is information I do need to know. 8 00:00:42,320 --> 00:00:46,640 You know, it's not like working at the Mill here. It's... 9 00:00:46,640 --> 00:00:48,600 People come in with different challenges. 10 00:00:48,600 --> 00:00:49,640 They're students - 11 00:00:49,640 --> 00:00:52,480 you know, hangovers, exam stress, morning after pill. 12 00:00:52,480 --> 00:00:54,160 I get it. It's easy. 13 00:00:54,160 --> 00:00:55,920 Well, not all students are the same. 14 00:00:55,920 --> 00:00:57,000 A surgery's a surgery. 15 00:00:57,000 --> 00:00:59,560 Whatever comes through those doors, I can deal with it. 16 00:01:00,520 --> 00:01:01,720 OK. 17 00:01:01,720 --> 00:01:03,320 Mr Confident. 18 00:01:07,800 --> 00:01:09,840 SCRATCHING SOUND 19 00:01:09,840 --> 00:01:11,920 HE SIGHS DEEPLY 20 00:01:45,440 --> 00:01:48,080 Seriously, these are the last boxes. 21 00:01:48,080 --> 00:01:50,200 Apart from the ones in the kitchen. 22 00:01:50,200 --> 00:01:52,920 OK, so I don't like to throw anything away. 23 00:01:52,920 --> 00:01:56,080 Be careful, you're a hoarder in the making. 24 00:01:56,080 --> 00:01:59,000 OK, you're going to have to explain this. 25 00:01:59,960 --> 00:02:02,560 Er, Fred Bear got me through some difficult times - 26 00:02:02,560 --> 00:02:05,200 chicken pox, first day at school. 27 00:02:05,200 --> 00:02:06,840 He was always there for me. Ah! 28 00:02:06,840 --> 00:02:08,720 SQUEAKY VOICE: Have you missed me, Jamie? 29 00:02:09,960 --> 00:02:11,640 You must have had a favourite toy. 30 00:02:11,640 --> 00:02:13,560 Yes. Er, Bugsy Rabbit. 31 00:02:13,560 --> 00:02:16,920 But when I was ten, he, er, he went to the charity shop - 32 00:02:16,920 --> 00:02:19,640 exactly the same place that Fred Bear's going to go. 33 00:02:19,640 --> 00:02:20,760 No way. Say goodbye. 34 00:02:20,760 --> 00:02:23,840 Give him here. Give him here. Jamie, no! 35 00:02:23,840 --> 00:02:27,720 I told you... I'd tell you to get a room, but you've got a whole house. 36 00:02:27,720 --> 00:02:30,640 Oh, hello! Er... 37 00:02:30,640 --> 00:02:32,840 Don't tell me - you were just passing? 38 00:02:32,840 --> 00:02:34,840 I'm Marisa - Jamie's mum. 39 00:02:34,840 --> 00:02:36,400 You must be Luca. 40 00:02:36,400 --> 00:02:38,520 Er... Hi. 41 00:02:38,520 --> 00:02:40,040 Hi. 42 00:02:40,040 --> 00:02:42,040 Jamie's told me all about you. 43 00:02:45,680 --> 00:02:47,920 So, what are you studying? 44 00:02:47,920 --> 00:02:49,440 I'm in my first year - 45 00:02:49,440 --> 00:02:51,320 fine Art. Ah, nice. 46 00:02:51,320 --> 00:02:52,800 And what's brought you here today? 47 00:02:52,800 --> 00:02:55,600 I've got a project to deliver, end of the week, 48 00:02:55,600 --> 00:02:57,440 but I'm nowhere near finished. 49 00:02:57,440 --> 00:02:59,160 And that's because...? 50 00:02:59,160 --> 00:03:00,520 I can't sleep. 51 00:03:00,520 --> 00:03:03,760 I'm awake all night, then exhausted during the day. 52 00:03:03,760 --> 00:03:07,360 Mm. I'm meant to be on my way to work now, but I can't face it. 53 00:03:07,360 --> 00:03:08,560 Where's that? 54 00:03:08,560 --> 00:03:10,720 Supermarket, just in the warehouse. 55 00:03:10,720 --> 00:03:12,160 I can't do customers. 56 00:03:12,160 --> 00:03:14,200 Mm. I see. 57 00:03:14,200 --> 00:03:16,240 OK, so how can I help you today? 58 00:03:16,240 --> 00:03:18,440 I need something to help me get off to sleep. 59 00:03:18,440 --> 00:03:20,720 Benzodiazepine - that will do it. 60 00:03:22,280 --> 00:03:24,520 And how long have you been experiencing insomnia for? 61 00:03:24,520 --> 00:03:26,600 Month or so. Any idea what's causing it? 62 00:03:26,600 --> 00:03:27,800 Does it matter? 63 00:03:27,800 --> 00:03:30,680 Sometimes it's better to tackle the cause rather than the symptom. 64 00:03:30,680 --> 00:03:33,040 I've been on benzos before, I know they'll work. 65 00:03:33,040 --> 00:03:36,120 We don't have any details of your family doctor back home. 66 00:03:36,120 --> 00:03:37,440 So? 67 00:03:37,440 --> 00:03:40,240 If you give us permission, we can access your medical records. 68 00:03:40,240 --> 00:03:42,920 Are you going to give me a prescription or not? 69 00:03:42,920 --> 00:03:44,040 Look, Ben, it's... 70 00:03:44,040 --> 00:03:47,000 There are some questions I need to ask first. 71 00:03:47,000 --> 00:03:49,560 No. I came here for help, not an interrogation. 72 00:03:49,560 --> 00:03:50,840 Ben, please, sit down. 73 00:03:50,840 --> 00:03:52,240 Forget this! 74 00:03:54,440 --> 00:03:55,840 Bye-bye! 75 00:03:58,680 --> 00:04:00,120 Everything OK? 76 00:04:00,120 --> 00:04:01,440 Yeah. No problem. 77 00:04:03,080 --> 00:04:04,400 Hmm. 78 00:04:06,080 --> 00:04:08,040 I mean, you could have labelled all the boxes, 79 00:04:08,040 --> 00:04:12,080 you know, just little hints - like, kitchen, bathroom. 80 00:04:12,080 --> 00:04:13,720 Thank you, Captain Hindsight. 81 00:04:13,720 --> 00:04:14,920 I'm just saying. 82 00:04:14,920 --> 00:04:16,680 You always pack the kettle last, 83 00:04:16,680 --> 00:04:18,560 then it's easy to find. 84 00:04:20,200 --> 00:04:22,400 I'll check the boxes in the hall. 85 00:04:26,400 --> 00:04:30,840 So, what do you think, Luca, full sun or semi shade? 86 00:04:30,840 --> 00:04:33,800 Er, I'm not really known for my green thumb. 87 00:04:33,800 --> 00:04:35,720 What is it? It's a lucky bamboo. 88 00:04:35,720 --> 00:04:37,360 It's meant to symbolise good luck 89 00:04:37,360 --> 00:04:39,760 for anyone entering a new chapter in their life. 90 00:04:39,760 --> 00:04:42,360 Oh! How very appropriate! 91 00:04:42,360 --> 00:04:44,560 It's all down to the number of stalks. 92 00:04:44,560 --> 00:04:47,400 Only I can never remember, is it three for love 93 00:04:47,400 --> 00:04:49,280 or for a long and happy life? 94 00:04:49,280 --> 00:04:50,560 Mm. 95 00:04:51,520 --> 00:04:54,240 Now he's met you, Jamie's doesn't need to worry 96 00:04:54,240 --> 00:04:57,040 about his love life, does he? Hmm. No. 97 00:04:57,040 --> 00:04:59,640 How long have you been together exactly? 98 00:04:59,640 --> 00:05:03,480 Er... Um... A couple of months, off and on. 99 00:05:03,480 --> 00:05:04,920 Off and on? 100 00:05:04,920 --> 00:05:06,520 Er... 101 00:05:06,520 --> 00:05:09,560 I think I saw a coffee shop on my way here. 102 00:05:09,560 --> 00:05:13,440 Why don't I save us some time and pop round? 103 00:05:13,440 --> 00:05:16,440 What can I get you, a flat white? A latte? 104 00:05:16,440 --> 00:05:18,040 Oh, I'll sniff out his kettle. 105 00:05:18,040 --> 00:05:20,760 Jamie couldn't find his backside with both hands and a sat nav. 106 00:05:20,760 --> 00:05:23,160 I heard that, Mother! You were meant to! 107 00:05:23,160 --> 00:05:26,360 Try the boxes by the back door. 108 00:05:26,360 --> 00:05:28,240 I am so sorry. 109 00:05:28,240 --> 00:05:30,480 I feel like you could have warned me. Well, I didn't know 110 00:05:30,480 --> 00:05:31,680 she was going to gate-crash. 111 00:05:31,680 --> 00:05:34,200 I've got to go, anyway. I've got that meeting. 112 00:05:34,200 --> 00:05:36,840 Thought that wasn't for another hour? 113 00:05:39,480 --> 00:05:42,080 SQUEAKY VOICE: I know she can be a bit much, 114 00:05:42,080 --> 00:05:43,840 but won't you stay? For me? 115 00:05:43,840 --> 00:05:45,720 OK. He definitely doesn't talk like that! 116 00:05:45,720 --> 00:05:47,680 Ta-da! 117 00:05:47,680 --> 00:05:50,000 Oh, no. You can't go now, 118 00:05:50,000 --> 00:05:53,200 not when we're just getting to know each other. 119 00:05:54,680 --> 00:05:56,200 MOBILE RINGS 120 00:05:59,760 --> 00:06:02,000 Mr Hancock. 121 00:06:02,000 --> 00:06:03,200 I'm on my way now. 122 00:06:04,200 --> 00:06:06,680 Yeah, I know. Sorry. 123 00:06:06,680 --> 00:06:09,480 Yes, should have phoned in. Sorry. 124 00:06:12,280 --> 00:06:14,080 Won't happen again, promise. 125 00:06:20,360 --> 00:06:22,400 I'm going to sort this out. 126 00:06:29,640 --> 00:06:31,360 Here you go. 127 00:06:32,320 --> 00:06:33,680 Thank you. 128 00:06:40,360 --> 00:06:42,920 Wh...why are you moving it? 129 00:06:42,920 --> 00:06:45,760 It's much better there, don't you think? 130 00:06:53,720 --> 00:06:55,200 Mum! What? 131 00:06:55,200 --> 00:06:58,680 As you're both having so much fun, I'll make another pot. 132 00:06:59,720 --> 00:07:03,800 Jamie says you've been travelling. Yeah. It was amazing. 133 00:07:03,800 --> 00:07:06,640 And now you're ready to settle down? 134 00:07:06,640 --> 00:07:09,720 Well, given the shortage of nurses in the NHS, 135 00:07:09,720 --> 00:07:12,400 I don't think I'll be going anywhere for the foreseeable. 136 00:07:12,400 --> 00:07:14,680 Have you been in many long-term relationships? 137 00:07:16,320 --> 00:07:19,280 I think what you're asking is - am I going to mess Jamie around? 138 00:07:20,280 --> 00:07:22,680 He's still my baby boy. 139 00:07:22,680 --> 00:07:24,320 You don't need to worry. 140 00:07:25,480 --> 00:07:26,600 Thank you. 141 00:07:30,640 --> 00:07:32,560 Sorry about earlier. 142 00:07:32,560 --> 00:07:34,840 I know you were only trying to help. 143 00:07:34,840 --> 00:07:36,200 That's fine. 144 00:07:39,240 --> 00:07:40,640 That's what I'm here for. 145 00:07:42,200 --> 00:07:43,360 I'm stressed. 146 00:07:44,920 --> 00:07:47,240 I'm not just talking about stressing about exams 147 00:07:47,240 --> 00:07:50,120 or a bit of angst over social media. Mm. 148 00:07:50,120 --> 00:07:53,080 What I have is with me every hour or every day. 149 00:07:53,080 --> 00:07:55,720 My GP back home said it was a form of anxiety. 150 00:07:55,720 --> 00:07:57,240 She prescribed benzodiazepine. 151 00:07:57,240 --> 00:08:00,120 And you've run out of your prescription? Not exactly. 152 00:08:00,120 --> 00:08:03,200 When I came here, I decided to wean myself off. 153 00:08:03,200 --> 00:08:04,560 Without medical supervision? 154 00:08:04,560 --> 00:08:06,720 Yeah. I know that was risky. 155 00:08:06,720 --> 00:08:09,960 It was dangerous. What's happened to make you change your mind? 156 00:08:09,960 --> 00:08:11,680 The attacks have been getting worse. 157 00:08:13,000 --> 00:08:16,640 Sometimes I'm so worried about having a panic attack that... 158 00:08:17,920 --> 00:08:20,000 ..it triggers a panic attack. 159 00:08:20,000 --> 00:08:22,200 It's paralysing. 160 00:08:22,200 --> 00:08:25,160 It's affecting my studies, my job. 161 00:08:26,120 --> 00:08:28,120 If I lose that, I can't afford the rent, 162 00:08:28,120 --> 00:08:30,120 food, I might have to drop out. 163 00:08:30,120 --> 00:08:33,040 OK. Let's just take it back a step, just for a second. 164 00:08:33,040 --> 00:08:35,520 Do you know what the diagnosis was? 165 00:08:35,520 --> 00:08:37,160 GAD. 166 00:08:37,160 --> 00:08:38,880 Generalised anxiety disorder. 167 00:08:38,880 --> 00:08:41,200 And, when the panic attacks became more frequent, 168 00:08:41,200 --> 00:08:43,320 they started treating me for panic disorder. 169 00:08:43,320 --> 00:08:44,640 Both serious conditions. 170 00:08:44,640 --> 00:08:46,880 Did having a medical explanation help? 171 00:08:46,880 --> 00:08:50,800 It meant that it wasn't my fault that this was happening to me. 172 00:08:50,800 --> 00:08:52,760 I needed to go to uni. 173 00:08:52,760 --> 00:08:54,800 I couldn't wait to get away from that small town, 174 00:08:54,800 --> 00:08:57,480 where everyone knew about my...problem. 175 00:08:57,480 --> 00:08:58,920 And when you came to Letherbridge, 176 00:08:58,920 --> 00:09:00,760 you were looking forward to a fresh start? 177 00:09:00,760 --> 00:09:02,480 New people. New place. 178 00:09:02,480 --> 00:09:06,480 I thought maybe I could leave my anxiety back home. 179 00:09:06,480 --> 00:09:09,080 And that's when you decided to stop taking your medication? 180 00:09:09,080 --> 00:09:12,120 And it worked. I was on top of it. Everything felt great... 181 00:09:13,360 --> 00:09:14,400 ..for a while. 182 00:09:16,360 --> 00:09:20,440 A new start can be liberating, but there's also a lot of stress 183 00:09:20,440 --> 00:09:24,480 involved with so many life changes all coming at once. 184 00:09:24,480 --> 00:09:27,640 Let's see what we and the university can best support you. 185 00:09:27,640 --> 00:09:30,640 Um, that's going to be a bit difficult. 186 00:09:31,600 --> 00:09:33,400 Why? 187 00:09:33,400 --> 00:09:35,240 They don't know about my condition. 188 00:09:35,240 --> 00:09:36,600 They don't? 189 00:09:38,720 --> 00:09:39,800 Middle? 190 00:09:39,800 --> 00:09:41,000 Yeah. 191 00:09:45,400 --> 00:09:47,320 Perfect. Perfect. 192 00:09:47,320 --> 00:09:48,840 Next. 193 00:09:48,840 --> 00:09:51,080 Is that the time? It's a couple of minutes fast. 194 00:09:51,080 --> 00:09:52,960 I can't be late for this meeting. 195 00:09:52,960 --> 00:09:54,400 Special diet? 196 00:09:54,400 --> 00:09:57,360 Pardon? Are you vegan? Gluten intolerant? 197 00:09:57,360 --> 00:09:59,280 No, nothing like that. 198 00:09:59,280 --> 00:10:01,720 Why? I want to make you both dinner. 199 00:10:01,720 --> 00:10:04,760 When are you free? Mum! We'll talk about it later. 200 00:10:04,760 --> 00:10:07,360 That'll be really, really nice of you. Just let me know when. 201 00:10:07,360 --> 00:10:09,320 Wonderful. I've got to go. Bye. 202 00:10:14,760 --> 00:10:16,600 Letherbridge Uni was my first choice - 203 00:10:16,600 --> 00:10:19,240 I didn't want anything to jeopardise my chances of getting in. 204 00:10:19,240 --> 00:10:21,400 OK. That's understandable. 205 00:10:21,400 --> 00:10:23,960 So, filling out the application form, 206 00:10:23,960 --> 00:10:26,520 when it came to, "Do you have a medical condition?" 207 00:10:26,520 --> 00:10:28,880 I ticked, "No". Why? I thought they might reject me, 208 00:10:28,880 --> 00:10:31,880 especially when they found out I had a mental health condition. 209 00:10:31,880 --> 00:10:35,440 I just don't think the university would be prejudiced like that. 210 00:10:35,440 --> 00:10:38,120 On the uni's website, they big up their welfare department, 211 00:10:38,120 --> 00:10:40,520 but I've heard students talking about how hard it is 212 00:10:40,520 --> 00:10:44,240 to get an appointment. That's why I have to deal with this myself. 213 00:10:44,240 --> 00:10:45,680 But you're not on your own, Ben. 214 00:10:46,800 --> 00:10:50,120 Look, I'll give you a prescription, but only enough for a week. 215 00:10:51,120 --> 00:10:55,480 Book an appointment and we can have a chat about your other options. 216 00:10:55,480 --> 00:10:56,840 OK. Thanks. 217 00:10:56,840 --> 00:10:59,240 In the meantime, why don't you give some thought to being open 218 00:10:59,240 --> 00:11:02,760 with the uni about your condition? What's the point if they can't help? 219 00:11:02,760 --> 00:11:04,560 Maybe you shouldn't write them off 220 00:11:04,560 --> 00:11:07,960 before you've actually put them to the test. OK. 221 00:11:07,960 --> 00:11:10,120 I could have a word, put your case to them. 222 00:11:10,120 --> 00:11:14,320 And get labelled for the next three years? No, thanks. 223 00:11:19,320 --> 00:11:22,360 So, next on the agenda is stock control. 224 00:11:22,360 --> 00:11:25,560 What? We went through all that in your last meeting. 225 00:11:25,560 --> 00:11:29,400 Medical supplies, yes. The clinicians are aware of waste 226 00:11:29,400 --> 00:11:30,680 and over-ordering, 227 00:11:30,680 --> 00:11:33,080 but there is the question of administrative stock. 228 00:11:33,080 --> 00:11:36,520 Can we all just be careful of how much stationery we're using, please? 229 00:11:36,520 --> 00:11:39,880 Well, personally, I already count every staple and paperclip 230 00:11:39,880 --> 00:11:42,040 and I'll email you my data. 231 00:11:42,040 --> 00:11:44,520 It may just be pennies, but it all adds up. 232 00:11:44,520 --> 00:11:47,440 Thank you, Bear. I think we've got the message. 233 00:11:47,440 --> 00:11:49,440 So, moving on, 234 00:11:49,440 --> 00:11:51,240 I've got some exciting news. 235 00:11:51,240 --> 00:11:52,840 Er, I'm not quite finished. 236 00:11:52,840 --> 00:11:54,720 You can do "any other business" at the end. 237 00:11:54,720 --> 00:11:57,560 You really are going to want to hear this. 238 00:11:57,560 --> 00:11:58,840 You too, Al. 239 00:11:58,840 --> 00:12:01,320 Ooh, sounds intriguing. 240 00:12:01,320 --> 00:12:04,080 I want to bring something new to The Mill - 241 00:12:04,080 --> 00:12:05,320 peer review. 242 00:12:05,320 --> 00:12:06,440 Ugh... 243 00:12:06,440 --> 00:12:07,760 Really? 244 00:12:07,760 --> 00:12:10,800 Mm, don't look at me. This is the first I'm hearing of this. 245 00:12:10,800 --> 00:12:12,880 Each clinician will be matched with another 246 00:12:12,880 --> 00:12:15,120 to evaluate their performance. 247 00:12:15,120 --> 00:12:19,840 Oh. Will this include the receptionists? Or the nursing staff? 248 00:12:19,840 --> 00:12:21,960 No. It's just for the doctors. 249 00:12:21,960 --> 00:12:24,120 OK. Great. Well, I'm all in favour. 250 00:12:24,120 --> 00:12:25,240 Yeah. Me, too. 251 00:12:25,240 --> 00:12:28,360 Mm, nothing like change for change's sake. 252 00:12:28,360 --> 00:12:31,760 OK. Hang on. What exactly is this going to entail? 253 00:12:31,760 --> 00:12:33,880 I'm glad you asked me that, Emma. 254 00:12:35,480 --> 00:12:37,920 Yes, I know how hard you've been working - 255 00:12:37,920 --> 00:12:39,200 we all have. 256 00:12:39,200 --> 00:12:42,320 I'm not saying you can't take your sabbatical, 257 00:12:42,320 --> 00:12:44,680 I'm just asking to postpone it until Dale comes back. 258 00:12:45,880 --> 00:12:48,600 If you could give me another two weeks. 259 00:12:48,600 --> 00:12:50,200 Oh, thank you. 260 00:12:50,200 --> 00:12:52,080 I will make this up to you. 261 00:12:52,080 --> 00:12:53,560 Bye. 262 00:12:54,960 --> 00:12:57,200 KNOCK ON DOOR 263 00:12:54,960 --> 00:12:57,200 Yes? 264 00:13:00,560 --> 00:13:01,880 Student Welfare? 265 00:13:01,880 --> 00:13:04,120 Yes. You're in the right place. 266 00:13:04,120 --> 00:13:05,640 Liz Stanton. How can I help? 267 00:13:06,600 --> 00:13:08,280 Dr Suni Bulsara. 268 00:13:08,280 --> 00:13:09,680 I don't think we've met. 269 00:13:09,680 --> 00:13:11,280 Which department are you in? 270 00:13:11,280 --> 00:13:12,760 I'm not on the university staff. 271 00:13:12,760 --> 00:13:14,280 I'm from the campus surgery. 272 00:13:14,280 --> 00:13:16,680 I thought it would be useful to introduce myself. Indeed. 273 00:13:16,680 --> 00:13:18,000 But now's not a good time. 274 00:13:18,000 --> 00:13:19,440 If you can make an appointment... 275 00:13:19,440 --> 00:13:21,160 Are you free in the next couple of days? 276 00:13:21,160 --> 00:13:23,200 Sorry. We're so short-staffed at the moment. 277 00:13:23,200 --> 00:13:25,640 How's...end of next week? 278 00:13:25,640 --> 00:13:28,200 This isn't a random call. 279 00:13:28,200 --> 00:13:29,240 Oh? 280 00:13:29,240 --> 00:13:31,000 I've just spoken to one of your students 281 00:13:31,000 --> 00:13:33,760 and I don't think his issues are going to wait a week. 282 00:13:35,840 --> 00:13:37,560 Clinical peer review is 283 00:13:37,560 --> 00:13:42,120 a tried and trusted way to uphold standards and improve quality. 284 00:13:42,120 --> 00:13:44,080 "Tried and trusted", "improve quality" - 285 00:13:44,080 --> 00:13:48,560 congratulations, you've a full house on your buzz-word bingo card. 286 00:13:48,560 --> 00:13:49,880 Got to ask - how...? 287 00:13:49,880 --> 00:13:51,920 Does it work? 288 00:13:51,920 --> 00:13:53,840 Excellent question, Al. 289 00:13:53,840 --> 00:13:55,200 And it's easy. 290 00:13:55,200 --> 00:13:57,400 You will be paired up with another doctor 291 00:13:57,400 --> 00:13:59,760 who you will observe during consultations 292 00:13:59,760 --> 00:14:02,560 and then you will give constructive verbal feedback. 293 00:14:02,560 --> 00:14:05,200 That sounds like an absolute minefield. 294 00:14:05,200 --> 00:14:07,280 There are some forms here that will help you. 295 00:14:07,280 --> 00:14:09,480 Of course. Forms to be filled, boxes to be ticked. 296 00:14:09,480 --> 00:14:12,800 On these your colleagues will score your performance 297 00:14:12,800 --> 00:14:14,400 based on quality of work, 298 00:14:14,400 --> 00:14:18,440 communication skills and a few other criteria - 299 00:14:18,440 --> 00:14:20,880 all simply marked out of three. 300 00:14:20,880 --> 00:14:23,400 It could cause a bit of a bad feeling 301 00:14:23,400 --> 00:14:25,400 if somebody gives you a one out of three. 302 00:14:25,400 --> 00:14:27,760 If there are areas that need improvement, 303 00:14:27,760 --> 00:14:31,840 isn't it better to find out from an internal, supportive process 304 00:14:31,840 --> 00:14:34,720 rather than waiting for the patients to complain? 305 00:14:34,720 --> 00:14:37,680 All right. OK. When does this start? 306 00:14:37,680 --> 00:14:41,280 Don't look at me. This is all Nina's idea. 307 00:14:41,280 --> 00:14:43,480 We've done this at all of my previous surgeries 308 00:14:43,480 --> 00:14:48,000 and the results were excellent, informative and team-building. 309 00:14:48,000 --> 00:14:49,640 I'm sorry, did she just say the T-word? 310 00:14:49,640 --> 00:14:52,280 She sure did! What's wrong with team-building? 311 00:14:52,280 --> 00:14:56,640 Sometimes, it can turn into a bit of team-breaking in this place. 312 00:14:58,720 --> 00:15:00,360 I thought I was a good GP. 313 00:15:01,840 --> 00:15:03,960 I couldn't see that I was too resistant 314 00:15:03,960 --> 00:15:07,000 to refer my patients to specialists. 315 00:15:07,000 --> 00:15:10,680 I didn't realise that by over-running my consultations 316 00:15:10,680 --> 00:15:13,600 I was putting pressure on my colleagues. 317 00:15:14,760 --> 00:15:17,200 Peer review made me a better doctor. 318 00:15:18,600 --> 00:15:21,120 I promise you it works. 319 00:15:22,240 --> 00:15:24,320 You've given us plenty of food for thought, 320 00:15:24,320 --> 00:15:26,520 so maybe we can pick this up in the next meeting 321 00:15:26,520 --> 00:15:27,800 when Daniel and Zara are here. 322 00:15:27,800 --> 00:15:30,200 Actually, I've already mentioned it to them 323 00:15:30,200 --> 00:15:32,440 and they seemed happy with the idea. 324 00:15:32,440 --> 00:15:34,560 I'm ready to roll this out now. 325 00:15:34,560 --> 00:15:38,400 Er... Hands up everyone who wants to improve the patient experience. 326 00:15:40,800 --> 00:15:43,240 You see, this is not how this works. 327 00:15:43,240 --> 00:15:47,200 But if the service we give our patients can be improved now, 328 00:15:47,200 --> 00:15:49,840 why wait? Yeah. Yeah! Bring it on. 329 00:15:53,640 --> 00:15:55,760 Well, he's in his first year 330 00:15:55,760 --> 00:15:58,000 and his studies are already being affected. 331 00:15:58,000 --> 00:16:00,720 Because of a medical condition he hasn't disclosed to us? 332 00:16:00,720 --> 00:16:03,720 He's afraid of being labelled because of his mental health issues. 333 00:16:03,720 --> 00:16:06,000 But we would never do that. And that's what I said, 334 00:16:06,000 --> 00:16:07,600 but I'm not sure I convinced him. 335 00:16:07,600 --> 00:16:09,000 What do you expect me to do? 336 00:16:09,000 --> 00:16:10,400 What it says on the door - 337 00:16:10,400 --> 00:16:12,800 to look after the welfare of one of your students. 338 00:16:12,800 --> 00:16:14,960 Are you trying to tell me how to do my job? 339 00:16:14,960 --> 00:16:18,840 No. But before I came here, I had a look at the social media. 340 00:16:18,840 --> 00:16:21,440 I'm not sure if you're aware, but a lot of students have posted 341 00:16:21,440 --> 00:16:23,920 quite a lot of negative comments about your department. 342 00:16:23,920 --> 00:16:25,640 Which give an unbalanced picture 343 00:16:25,640 --> 00:16:28,000 because they rarely post about the good experiences. 344 00:16:28,000 --> 00:16:30,520 It was still enough to deter my patient from contacting you. 345 00:16:30,520 --> 00:16:32,600 We're doing our best but we're stretched. 346 00:16:32,600 --> 00:16:35,240 Aren't we all? How long have you worked at the campus? 347 00:16:35,240 --> 00:16:36,720 I know most of the doctors there. 348 00:16:36,720 --> 00:16:39,080 This isn't about me, this is about my patient. 349 00:16:39,080 --> 00:16:41,680 But if you won't give me his name... That has to be his decision. 350 00:16:41,680 --> 00:16:43,160 Then how am I supposed to help?! 351 00:16:46,480 --> 00:16:48,000 Shall we start again? 352 00:16:49,280 --> 00:16:50,400 Good idea. 353 00:16:52,600 --> 00:16:54,200 I've already designed the forms 354 00:16:54,200 --> 00:16:57,440 that need to be completed at the end of each consultation. 355 00:16:57,440 --> 00:16:59,600 It sounds like a lot of extra work. 356 00:16:59,600 --> 00:17:00,920 Five minutes, 357 00:17:00,920 --> 00:17:03,480 less time than it takes to boil a kettle. 358 00:17:03,480 --> 00:17:05,280 But it will need some organisation. 359 00:17:05,280 --> 00:17:08,680 A little rearranging of the staff rota, yes, 360 00:17:08,680 --> 00:17:11,520 but that would be child's play for you, Bear. 361 00:17:11,520 --> 00:17:12,960 So, are we all in? 362 00:17:12,960 --> 00:17:16,040 Yes. Can't wait. As long as it doesn't affect reception. 363 00:17:16,040 --> 00:17:17,920 Yes, or create any bad feeling. 364 00:17:17,920 --> 00:17:20,000 This isn't about picking fault. 365 00:17:20,000 --> 00:17:21,960 Ha-ha. 366 00:17:21,960 --> 00:17:24,400 All I can say is that it worked for me. 367 00:17:25,480 --> 00:17:27,200 It could work for you, too. 368 00:17:27,200 --> 00:17:29,640 Well, you're going to be one doctor down 369 00:17:29,640 --> 00:17:32,360 because I'm not taking part in your little experiment. 370 00:17:32,360 --> 00:17:33,520 Al! Spoilsport! 371 00:17:33,520 --> 00:17:34,720 Shame. 372 00:17:35,680 --> 00:17:37,720 Oh, thanks. 373 00:17:37,720 --> 00:17:40,880 We had a mulish doctor like him at my previous practice, 374 00:17:40,880 --> 00:17:43,320 but he came round when he saw the benefits. 375 00:17:44,720 --> 00:17:46,920 I'm ready to launch when you are. 376 00:17:49,560 --> 00:17:52,520 The university keeps taking on more students. 377 00:17:52,520 --> 00:17:53,640 At the same time, 378 00:17:53,640 --> 00:17:56,640 welfare departments have never been under closer scrutiny 379 00:17:56,640 --> 00:17:59,440 because of a few high-profile failings in other institutions. 380 00:17:59,440 --> 00:18:01,360 I've read the stories, parents who thought 381 00:18:01,360 --> 00:18:04,520 their vulnerable children were being let down by their universities. 382 00:18:04,520 --> 00:18:06,680 Yes, we have a duty of care to all our students, 383 00:18:06,680 --> 00:18:10,320 but they are adults who want to try and live independent lives. 384 00:18:10,320 --> 00:18:12,640 And then you have people like my patient, 385 00:18:12,640 --> 00:18:15,280 who are not disclosing pre-existing medical conditions. 386 00:18:15,280 --> 00:18:17,840 Actually, the real problem we have is the opposite. 387 00:18:17,840 --> 00:18:19,120 How so? 388 00:18:19,120 --> 00:18:23,640 In general, students have never been more open about their mental health, 389 00:18:23,640 --> 00:18:27,400 but there's no increase in resources across higher education 390 00:18:27,400 --> 00:18:30,920 or the NHS to support the increased referral rates. 391 00:18:30,920 --> 00:18:33,800 We've also got more cases where students don't reveal 392 00:18:33,800 --> 00:18:36,000 they're struggling until they reach crisis point. 393 00:18:36,000 --> 00:18:37,960 So, you need them to speak out earlier? 394 00:18:37,960 --> 00:18:40,240 Then we can be proactive from the start - 395 00:18:40,240 --> 00:18:43,200 give them the help they need before things become a problem. 396 00:18:43,200 --> 00:18:46,000 So, what kind of help are we talking about here? 397 00:18:46,000 --> 00:18:47,560 It can just be about having 398 00:18:47,560 --> 00:18:51,360 safe and confidential spaces to come to, if that's what they need. 399 00:18:51,360 --> 00:18:54,960 We can also ensure accommodation take account of their condition. 400 00:18:54,960 --> 00:18:57,800 And if someone has anxiety or panic attacks, you can make sure 401 00:18:57,800 --> 00:18:59,880 that they don't share with too many people? 402 00:18:59,880 --> 00:19:02,800 We can also make adjustments to how timetables are balanced 403 00:19:02,800 --> 00:19:05,560 and help negotiate extra time to complete assessments. 404 00:19:07,440 --> 00:19:09,080 Sounds really good, Liz. 405 00:19:09,080 --> 00:19:12,280 We are here to help, but we can't do anything unless they ask. 406 00:19:12,280 --> 00:19:13,480 Mm. 407 00:19:14,880 --> 00:19:16,320 And how are you? 408 00:19:17,600 --> 00:19:20,320 What? Sorry, is that such a strange question? 409 00:19:20,320 --> 00:19:23,120 It's...been a while since I've heard it. 410 00:19:24,240 --> 00:19:26,680 Well, where do you turn to when you need help? 411 00:19:27,800 --> 00:19:30,800 I...I really do have work to do. 412 00:19:32,040 --> 00:19:33,360 Of course. 413 00:19:36,640 --> 00:19:39,960 The campus surgery is there for staff as well as students, you know? 414 00:19:41,440 --> 00:19:44,560 It's good to see the students have got a new advocate - 415 00:19:44,560 --> 00:19:47,120 I'll be sure to refer them in your direction. 416 00:19:47,120 --> 00:19:49,080 Thank you, Liz. You take care. 417 00:19:55,320 --> 00:19:57,760 MOBILE RINGS 418 00:20:04,920 --> 00:20:07,840 KNOCK ON DOOR 419 00:20:04,920 --> 00:20:07,840 Yes? 420 00:20:07,840 --> 00:20:09,560 You wanted to see me? 421 00:20:09,560 --> 00:20:11,600 This won't take a minute. 422 00:20:14,560 --> 00:20:17,960 OK. I just wanted to say, the next time you have a proposal, 423 00:20:17,960 --> 00:20:20,240 you need to run it by me and the partners 424 00:20:20,240 --> 00:20:23,840 BEFORE you make it a public announcement, OK? 425 00:20:23,840 --> 00:20:26,880 Now, Bear, there's no need to work yourself up. 426 00:20:26,880 --> 00:20:29,840 Oh, no. You see, I'm...I'm not worked up. 427 00:20:29,840 --> 00:20:32,360 You've got enough on your plate. 428 00:20:32,360 --> 00:20:35,000 Let the rest of us take some of the burden, 429 00:20:35,000 --> 00:20:36,440 that's why I'm here. 430 00:20:36,440 --> 00:20:38,160 It's not a burden, it's... 431 00:20:39,440 --> 00:20:42,280 One of my responsibilities is to make sure that 432 00:20:42,280 --> 00:20:46,440 we're always on the same page and that WE don't undermine each other. 433 00:20:46,440 --> 00:20:49,520 I'm sorry if you think I stepped on your toes - 434 00:20:49,520 --> 00:20:52,160 that's the last thing I wanted. 435 00:20:52,160 --> 00:20:56,000 My trouble is, when I see a simple way of improving things, 436 00:20:56,000 --> 00:21:00,320 I want to make it happen so that everyone can feel the benefits. 437 00:21:00,320 --> 00:21:06,360 We're always open to new ideas, but there is a proper procedure. 438 00:21:06,360 --> 00:21:08,960 And I didn't follow it. 439 00:21:08,960 --> 00:21:12,880 I can see that now and it won't happen again. 440 00:21:21,320 --> 00:21:22,920 Liz. Hi. 441 00:21:22,920 --> 00:21:23,960 Hi. 442 00:21:25,400 --> 00:21:27,440 Do you want to come on through? 443 00:21:31,400 --> 00:21:33,360 Don't overwater it. I won't. 444 00:21:34,640 --> 00:21:37,480 And remember, I want a date for that dinner - 445 00:21:37,480 --> 00:21:39,000 you and Luca. 446 00:21:39,000 --> 00:21:40,240 You couldn't wait, could you? 447 00:21:40,240 --> 00:21:43,680 After you kept telling me about this wonderful new man in your life, 448 00:21:43,680 --> 00:21:45,040 of course I had to meet him. 449 00:21:46,240 --> 00:21:48,040 And? 450 00:21:48,040 --> 00:21:49,120 And what? 451 00:21:50,400 --> 00:21:51,880 What do I think of him? 452 00:21:57,280 --> 00:21:59,120 It starts when I wake up, 453 00:21:59,120 --> 00:22:01,800 my heart races, I feel sick. 454 00:22:01,800 --> 00:22:04,640 I can't remember the last time I slept through. 455 00:22:04,640 --> 00:22:06,080 My head's too full of the problems 456 00:22:06,080 --> 00:22:08,000 that are waiting for me when I get into work. 457 00:22:08,000 --> 00:22:10,440 I start early, finish late, 458 00:22:10,440 --> 00:22:14,040 it's still isn't enough to do everything I need to. 459 00:22:14,040 --> 00:22:16,480 Is there anyone else you can talk to about this? 460 00:22:16,480 --> 00:22:17,760 My partner used to listen, 461 00:22:17,760 --> 00:22:20,720 but she's got her own problems at work. 462 00:22:20,720 --> 00:22:23,640 Colleagues? They're as stressed out as I am. 463 00:22:25,960 --> 00:22:29,320 The worse thing is, I love my job. 464 00:22:31,120 --> 00:22:34,120 Working with the students is so stimulating, 465 00:22:34,120 --> 00:22:37,480 but I just don't know how long I can go on. 466 00:22:38,480 --> 00:22:40,680 Surely you can take some time off work? 467 00:22:40,680 --> 00:22:44,600 I can't put any more pressure on my colleagues or abandon the students 468 00:22:44,600 --> 00:22:47,800 who need me. You can't expect yourself to care for others 469 00:22:47,800 --> 00:22:49,520 when you don't look after yourself. 470 00:22:51,200 --> 00:22:52,280 Sorry. Um... 471 00:22:53,520 --> 00:22:56,240 I'm normally on your side of the desk. 472 00:22:56,240 --> 00:22:58,840 And if you were, what would you say? 473 00:23:02,320 --> 00:23:04,240 That's it's time to let someone help. 474 00:23:06,760 --> 00:23:11,280 And, you know, while we work on what we can do best, personally, for you, 475 00:23:11,280 --> 00:23:14,440 how about setting up a meeting with my bosses - see if there's any way 476 00:23:14,440 --> 00:23:17,200 we can take off some of the workload from your department? 477 00:23:17,200 --> 00:23:18,960 What were you thinking? 478 00:23:18,960 --> 00:23:20,680 A publicity push. 479 00:23:20,680 --> 00:23:22,360 Now, I've had a look through 480 00:23:22,360 --> 00:23:25,400 and, you know, despite all the positive messages, 481 00:23:25,400 --> 00:23:28,720 it's not, essentially, very clear where to...where to go, 482 00:23:28,720 --> 00:23:32,200 how to delineate from your services and the surgery's, 483 00:23:32,200 --> 00:23:35,280 and I think that's something we should work on, concentrate on, 484 00:23:35,280 --> 00:23:37,640 especially with mental health. 485 00:23:37,640 --> 00:23:41,240 That would be really helpful. I'm glad. 486 00:23:41,240 --> 00:23:43,560 I'm glad it's just you doctors, though. 487 00:23:43,560 --> 00:23:46,040 Can you imagine if I had to peer review Karen? 488 00:23:46,040 --> 00:23:47,640 No, that would not go down well. 489 00:23:49,080 --> 00:23:52,160 I'm sorry, I can only give you a one for your patient interactions, 490 00:23:52,160 --> 00:23:55,120 but you get a big, fat three for your death stare. 491 00:23:55,120 --> 00:23:57,640 Yes, well, you may not be involved in the peer review, 492 00:23:57,640 --> 00:24:00,800 but imagine how stressed the doctors are going to get having to do it. 493 00:24:00,800 --> 00:24:02,520 And when the doctors are stressed... 494 00:24:02,520 --> 00:24:04,400 Yeah, we get it in the neck. Exactly. 495 00:24:05,400 --> 00:24:07,080 Anything you can share? 496 00:24:07,080 --> 00:24:09,120 Er, Jamie just texted. 497 00:24:09,120 --> 00:24:11,360 His mum ambushed us when we were trying to unpack. 498 00:24:11,360 --> 00:24:14,240 Is that a euphemism? I hope you were on your best behaviour. 499 00:24:14,240 --> 00:24:16,360 "Lovely young man. Perfect manners. 500 00:24:16,360 --> 00:24:17,480 "Definitely a keeper." 501 00:24:17,480 --> 00:24:19,680 Oh, he did make a good impression. 502 00:24:19,680 --> 00:24:22,800 Yeah, three out of three for "good boyfriend material". 503 00:24:22,800 --> 00:24:25,000 Yeah. I can't really blame her for wanting to check 504 00:24:25,000 --> 00:24:26,880 that I'm good enough for her precious son. 505 00:24:26,880 --> 00:24:29,080 I was terrible when Chris used to bring people home. 506 00:24:29,080 --> 00:24:30,440 I had to know everything, 507 00:24:30,440 --> 00:24:32,080 but then that's mothers for you. 508 00:24:32,080 --> 00:24:33,400 I thought I'd be offended. 509 00:24:33,400 --> 00:24:34,680 You know, Jamie's an adult. 510 00:24:34,680 --> 00:24:36,760 What's our relationship got to do with her? 511 00:24:36,760 --> 00:24:38,640 But it was actually a bit of a laugh. 512 00:24:46,520 --> 00:24:47,560 Ben. 513 00:24:50,360 --> 00:24:51,400 I thought that was you. 514 00:24:51,400 --> 00:24:53,560 I was actually going to give you a call tomorrow. 515 00:24:53,560 --> 00:24:54,760 About what? I've got my meds. 516 00:24:54,760 --> 00:24:57,720 I've spoken to the Student Welfare Department. You what? 517 00:24:57,720 --> 00:24:59,680 It's all right. I didn't give your name. 518 00:24:59,680 --> 00:25:03,000 I explained your fears about being labelled. They want to help. How? 519 00:25:03,000 --> 00:25:05,440 Well, it isn't too late to disclose your condition 520 00:25:05,440 --> 00:25:08,160 and, if you did, they could establish whether your mental health 521 00:25:08,160 --> 00:25:11,600 might impact your overall grades and performance. OK. 522 00:25:11,600 --> 00:25:14,880 The campus surgery and the Welfare Department are going to be 523 00:25:14,880 --> 00:25:17,160 making more of an effort to work together. 524 00:25:17,160 --> 00:25:18,560 What does that actually mean? 525 00:25:18,560 --> 00:25:22,880 In your case, we want to ensure that you have enough support so that 526 00:25:22,880 --> 00:25:26,480 your condition doesn't adversely affect the next three years, right? 527 00:25:26,480 --> 00:25:29,200 I still don't want them knowing about my anxiety disorder. 528 00:25:29,200 --> 00:25:30,800 But if it could help you...? 529 00:25:30,800 --> 00:25:32,640 I can come to you if I need to, can't I? 530 00:25:32,640 --> 00:25:35,800 Of course you can... Then that's enough, OK? 531 00:25:35,800 --> 00:25:37,920 If that's what you want. 532 00:25:39,120 --> 00:25:41,520 You still need to make an appointment. In a week. 533 00:25:41,520 --> 00:25:44,440 Then you'll give me another prescription? 534 00:25:45,640 --> 00:25:49,520 I still want to look at other alternatives to medication. 535 00:26:00,640 --> 00:26:03,120 Yeah? 536 00:26:03,120 --> 00:26:04,360 I do have somewhere to be. 537 00:26:04,360 --> 00:26:08,720 A little bird told me that these are your favourites. 538 00:26:08,720 --> 00:26:10,160 Yeah, but... 539 00:26:10,160 --> 00:26:12,320 Consider it a peace offering. 540 00:26:13,880 --> 00:26:15,040 Do you want them, 541 00:26:15,040 --> 00:26:18,320 or should I give them to somebody else? No, I do. Thanks. 542 00:26:18,320 --> 00:26:20,160 But I am going to pay you back. 543 00:26:20,160 --> 00:26:24,240 This is me saying that I know that I went about it the wrong way, 544 00:26:24,240 --> 00:26:26,920 but that doesn't mean that my idea is bad. 545 00:26:26,920 --> 00:26:29,600 Well, I'm just sure that Daniel and Zara are going to want to hear 546 00:26:29,600 --> 00:26:32,680 all of the details. I've already sent it to them 547 00:26:32,680 --> 00:26:35,960 and I've had a few thoughts about who to match up with who. 548 00:26:35,960 --> 00:26:39,560 I thought these would be the most effective pairings. 549 00:26:39,560 --> 00:26:41,080 What do you think? 550 00:26:41,080 --> 00:26:42,760 Oh, yes. Er... 551 00:26:43,880 --> 00:26:44,920 This... 552 00:26:46,000 --> 00:26:47,400 This is going to be interesting. 553 00:26:51,960 --> 00:26:53,320 Oh! Good! Good! 554 00:27:00,600 --> 00:27:02,240 Hi, I'm Dr Clay. 555 00:27:02,240 --> 00:27:04,080 Oh, are you, now? 556 00:27:04,080 --> 00:27:05,280 Of where, exactly? 557 00:27:05,280 --> 00:27:07,160 Damien was talking about me and my wife. 558 00:27:07,160 --> 00:27:09,080 Honestly, just forget I said anything. 559 00:27:09,080 --> 00:27:10,840 Us, in our old man pyjamas, 560 00:27:10,840 --> 00:27:14,080 telling the dog off for jumping up with his paws. 561 00:27:14,080 --> 00:27:17,720 I keep expecting a call with a formal complaint. 562 00:27:17,720 --> 00:27:19,520 I need a Welsh consultant. 563 00:27:19,520 --> 00:27:20,920 A Welsh consultant?