Our Appointment System is changing
Why are we changing some of our systems?
We are changing what has been previously referred to as our GP telephone list with the aim of improving access to urgent GP appointments on the same day for patients who are acutely ill and need seeing urgently. At present given the volume of calls it can take us several hours during busy times to return your calls and we would like to improve on this. This is why our telephone GP service will now only be for calls back to patients who feel they need to be seen by a GP the same day, whether at the surgery or a home visit.
Our receptionists have a range of options for those patients with enquires whether urgent or more routine that do not need a face to face GP appointment. We have designed this system so that all enquires forwarded to the GP will be triaged the same day, to ensure clinical safety, and most will be responded to the same day. However for more complicated matters or to preserve continuity with a GP you are already seeing for a problem the triaging GP may then re-direct that enquire through to another GP. In which case (because not all the GPs work full-time) it may be a day or two before you receive a response. We will however only do this if the triaging GP deems the enquiry not clinically urgent.
We hope that this system will mean that if you ring us because you are acutely unwell we can respond to your call and if needed give you an appointment with the GP more promptly. It will also allow you to continue to make other enquires or ask questions of your GP which currently would be dealt with on the telephone list but these will be handled slightly differently. Please remimber that many common ailments can be dealt with by your locsal pharmacy including many medication enquiries.
Why can I not book a GP appointment more than 2 weeks ahead?
Our GP appointments are always in high demand. From trial and error over the years we have found that if we grant access to booking more than 2 weeks ahead, our rate of patients not attending their appointment without cancelling goes up. This wastes valuable appointments and causes longer waits for our other patients.
Why are not all the GP appointments available to book 2 weeks ahead?
We recognise that illness cannot always be scheduled to book into a GP appointment in 2 weeks time, even chronic or long term conditions can get suddenly worse but these are often not necessarily so urgent that patients want to cancel plans to see the GP the same day. A lot of patients ring asking to see a GP within 2-7 days and hense our appointment system automatically releases appointments for 2 weeks, 7 days, 4 days, 2 days and 1 day ahead for GPs at 8:30 each morning. We recognise that we cannot suit everyone all the time but we hope that this gives a range of appointments available to suit as many people as possible.
How can I book my appointment?
You can book your appointment on the telephone or via System One on-line.
How can I order medication?
Medication can be ordered in person at the surgery, via your chemist or via System One on-line.
Why can I not order my medication over the telephone?
We process approximately 400 requests for prescriptions per day. In order to process these requests safely we need to know key details. Our receptionists are not medically trained and therefore we do not ask them to perform this function. We ask therefore that prescription requests for repeat medication are made via your medication repeat slips either in person, via your chemists or preferably via System One on-line. Other requests can be made in person on a specially made proforma at the practice or via your chemist who are trained to take these requests.
FOR GENERAL HEALTH ADVICE PLEASE CONTACT YOUR LOCAL PHARMACIST OR 111
ONLY IN EMERGENCIES CALL 999
Would you recommend our GP surgery?
The Friends and Family Test
From 1 December, if you visit our GP surgery you will be asked about whether or not you would recommend our surgery to your family and friends, if they need similar treatment or care.
All GP's surgery nationally are implementing this as a quick and simple way of collecting patient feedback to improve services in accordance with direction for NHS England.
When you visit our GP surgery for care or treatment, you will be given the opportunity to give your feedback by answering a simple question about your experience:
“How likely are you to recommend our GP practice to friends and family if they need similar care or treatment?”
You will be asked to choose one of six options, ranging from 'extremely likely' to 'extremely unlikely'.
You will also be invited to tell us: Why you chose this response?
Your response is anonymous and you will be able to post the postcard in a ballot box in our GP practice reception on your way out of the surgery you will also be able to complete the questionaire online.
If you are unable to answer the question, a friend or family member is welcome to respond on your behalf.
Results from the Family and Friends Test will be submitted to NHS England monthly and publicised nationally. We will also publish the results within the practice on a monthly basis.
The information will give our GP practice invaluable feedback on what you think of the care and treatment you have received, which along with existing ways of gathering feedback, will help us to make improvements and improve the experience for our patients.
The Friends and Family Test has already been successfully rolled out in hospitals across the country and is proving to be valuable in obtaining patient experiences. For more information on the Friends and Family Test, please visit www.nhs.uk/friendsandfamily
(Site updated 25/11/2014)