This surgery runs a "Patient Access" system that makes sure you get the treatment you need without spending time waiting for a surgery appointment if this is not necessary. When you contact us, the receptionist will take your phone number (and any special instructions about when you can be contacted) and the doctor will call you back within an agreed length of time. You can then discuss the matter with the doctor. The doctor will then agree the next steps with you.
This may be:
- An appointment
- You may need some tests first
- The doctor may suggest management or a prescription over the phone.
- You can continue to arrange appointments to see a nurse or health care assistant with the receptionist.
IF YOU HAVE NOT HAD AN EXPECTED MORNING CALL BACK BY LUNCHTIME OR AN AFTERNOON CALL BACK BY LATE AFTERNOON, WE RECOMMEND THAT YOU TELEPHONE TO CHECK THAT A TELEPHONE CALL FROM US TO YOURSELF HAS NOT BEEN MISSED BY YOU.
Does this mean I can only book appointments on the day I ring?
No. If, after you have spoken to the doctor, you need an appointment this will be arranged. Most people choose to be seen on the same day, but if this is not convenient, or you would prefer a different day, we can arrange this for a date and time to suit you.
Do I have to ring first thing in the morning to get an appointment?
Our Patient Access system means that you no longer have to ring at 8.30am to be sure of getting an appointment. However, if you feel you might need an appointment that day, PLEASE ring before 10.30 if possible, so we can fit everyone in.
Will I be seen in person if this is needed?
Yes. The system means that by dealing with straightforward things over the phone we have enough surgery appointments to ensure that you can see someone in person if you need to.
What if I have problems getting to the phone?
Please let us know if you have difficulty using the phone and we will make special arrangements. If you cannot take a call at work, you can ask for an early or late call from the doctor. Alternatively we can usually arrange to ring you when you have a break. We understand that you may not want to discuss personal things if you can be overheard, so let the receptionist know when you first ring if this is the case.
I don’t like discussing things with the receptionists
You don’t have to, but it will help us and help you if you are prepared to give the receptionists some idea of why you are calling. This will help them direct the call to the right person, maybe sort the problem out immediately or help us to prioritise our calls. The receptionists are bound by the same rules of confidentiality as all the staff and GPs and as the handler of your records have full access to your data.
Remember, this system is designed to ensure you see or speak to the right healthcare professional and to prevent you making unnecessary trips to the surgery.
Click on https://www.youtube.com/watch?v=PcIaHnoEdoA for a BBC programme about the Patient Access system
If possible please try to telephone reception before 10am if you require a home visit.
A doctor or nurse may phone you back as it may be that your problem can be dealt with by telephone advice, or that it would be more appropriate to send a nurse, or indeed arrange a hospital attendance.
House visits are only available for patients who are housebound because of illness or disability.
Please remember that several patients can be seen in the practice in the time that it takes to make one home visit. There are also better facilities for examining and treating patients at the Health Centre.
Cancel an Appointment
It is important that you inform the reception staff if you are unable to attend your appointment, this will allow that appointment to be offered to another patient. If you fail to notify the Practice that you are unable to attend, you will be sent a letter informing you that you have defaulted from your appointment. Persistent defaulters maybe removed from the list.
You can also complete our appointment cancellation notification request form. This can only be used if your appointment has been arranged for more than 24 hours in advance. (excluding weekends and public holidays). You can also text to cancel your appointment.
Text Reminder Service
We have a texting service which allows you to receive confirmation and reminders about your appointments.
To have this service you will need to register by completing a consent form.
Please remember to update your contact details with us when you change address, telephone numbers and email address.
Late For Your Appointment
Please attend your appointment on time, if you are late you may not be seen.
If you are not seen you will not be able to rearrange your appointment until the next working day-except in the event of an medical emergency that requires immediate attention.
If you require an interpreter to attend with you when you see your Doctor please notify the receptionist and she will arrange this for you.
If you would like a chaperone present during your consultation please advise a member of staff as soon as possible.
Extended Hours Scheme
We are offering routine appointments under the Extended Hours Scheme every other Saturday from 09:00 – 12:00 and some evenings until 19:00.
All of these routine appointments are pre-booked only. Evening appointments will be telephone only with a GP or Clinical Practitioner.
Please contact the surgery to book one of these appointments for things such as: Diabetes Reviews, Asthma Checks, Coil Fits, Minor Surgery, Cervical Screening.
These extended hours pre-booked appointments are not for acute care. When a patient is unwell and unable to wait for normal opening hours - Please call 111 for this service (OR 999 if required in an emergency).