We have been monitoring our appointment system for some time, following feedback from patients and staff. We have previously made a number of changes to improve the system. Whilst these have worked initially, our appointment system has quickly become overwhelmed again. We want to ensure our patients have equal access to the best possible care, seeing the right Clinician at the right time.
We have a wide range of different clinicians within the practice, and work with other community services to ensure patients get the care they need. We have been asking our reception staff to direct patients to the right clinician, based on what you tell them. However, they do not always have all the information they need to do this.
We have worked with our Patient Participation Group and agreed that we will move to a total triage system for GP appointment requests. This is a change that is being encouraged by NHS England and many local practices have already moved to this system. This change will occur in the next few weeks – So we are encouraging patients to join the NHS APP to enable them to book appointments online and see their blood results etc.
What does this mean?
Any request for urgent or routine appointments with a doctor will need to be submitted through the online consultation tool available on our website or on the NHS App.
If you are unable to complete these, please contact reception, who will assist you.
This information will be triaged by a GP, who will decide the most appropriate Clinician to review this problem and the timescales. The appointments will be a mixture of telephone and face to face consultations, depending on the problem. You may be directed to the Pharmacy First service. Minor Eye Condition Scheme or other community service, if it is appropriate. You may also receive advice and guidance by text message or email and may not need an appointment.
If the problem is considered urgent and needs an appointment that day, you will be telephoned with an appointment time. If it is decided that a routine appointment is needed, you will be sent a booking link by text or email. If we are unable to contact you this way, we will telephone you.
Appointments with a nurse or health care assistant may be booked by telephone or by coming into reception.
What do I need to do?
We would like to encourage patients to start using the online consultation tool from now. We are already receiving requests for appointments this way and we will deal with them in the same way as if you were to contact reception for an appointment. From our launch date, this is the only way you will be able to access appointments.
When you complete the online consultation, please try to put in as much detail as you can. The more we know about your problem, the easier it is for us to get you to the right Clinician at the right time. If your condition isn’t listed, there is the option of selecting ‘I can’t find my condition’ and putting more information in the free text box.
Please ensure that your mobile number and email address is kept up to date on your record.