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Change to ordering prescriptions via telephone from the 1st September 2017

Changes to the Telephone Prescription Ordering Service  - From 1st September 2017

We are making changes to how you are able to order a prescription on the telephone. 

Previously we worked with other surgeries to be able to deliver the telephone prescription order service, however recent changes have meant that we are unable to carry on with the project. 

However we do feel it is important to be able to continue to offer this service to our patients therefore we are

continuing to offer it but instead, please just telephone the main reception team who will deal with your prescription request.

If you have any concerns regarding this, please do not hesitate to speak to a member of staff.

May we also take this opportunity to remind you that you can also order prescriptions online, 24 hours a day, 7 days per week.  There is even an “App” that you can download to make the service even quicker to use.  If you wish to register for this service please ask a member of the reception team to activate your account and give you your login details.

 

Changes to the Telephone Triage System from 25th September 2017

August 2017 – Dr Sinha Surgery

Update Regarding the Telephone Triage

We are making some changes to our triage system, effective from Monday 25th September 2017.

From this date, all patients requesting to be seen whether it be seen on the same day or in advance by a clinician (doctor or nurse) are requested to call the surgery before 12 noon.  This is to assist us to help better plan the day ahead, which also consists of home visits, meetings, training, paper work, medication requests, reviewing blood results etc. 

Please be assured that if you need emergency medical treatment or advice after 12 noon, you are still able to contact us and request to speak to a clinician.

FREQUENTLY ASKED QUESTIONS:

We would also like to take this opportunity to address some common questions or comments.

What is triage?

This is a system where all patients requesting to be seen or seeking medical advice would be contacted by the clinical staff on a priority basis.  This is to determine how quickly you need to be seen by the most appropriate clinical staff member (Doctor or Nurse).

Why do you have a triage system?

The reason that we introduced the system in 2016 was to manage our appointment system more efficiently so that we could address the clinical problems according to their urgency.   We have found that certain matters can be dealt with quickly over the phone and do not require a physical appointment, also this helps with prompt appointments for people who need to be seen face to face.  Sometimes we can direct you to a more appropriate member of staff or service to be able to help with your query.

Why did I not get a call back?

Please be aware that when we call from the practice it often comes up as a private number.  We acknowledge the fact that it is not always possible to stay by the phone so we will attempt to call you twice. Please ensure that you are available to take a call and also provide us with a telephone number that has an adequate signal.  In our experience often mobile phones that do not have a signal do not even register as having received a missed call.  We record all failed attempts to call.

What if it is difficult to be able to take a phone call?

We acknowledge that there are times where this can be difficult.   We advise that you contact us on a day that is most convenient to you to be able to take a call.  Please do not hesitate to advise the staff member of any special circumstances e.g. let the phone ring for a while if it takes a while for you to walk to the phone, hearing difficulties.  We do try to accommodate as much as possible.

Who will call me back?

We run our triage system with a compliment of clinical staff which consists of Doctors and Nurses.  Please be assured that all our staff will only manage aspects of care that they are competent in and qualified to do.  Patient safety is of paramount importance to us.  Using a mix of staff allows appropriate issues to be dealt with by the most appropriate member of staff.

Why do I have tell the “receptionist” why I want to see the Doctor?

By now you should have a better understanding of the rationale for using a triage system.

We ask that our team take down details for the requests so that we can assess and prioritise the request, for example we may telephone a patient first who was complaining of being short of breath before a patient who wanted a routine medication review.  Sometimes from the description, the GP will know that an appointment is definitely needed therefore ask reception to arrange it and skip the telephone consultation element altogether.

 

We hope that this has helped to answer some of the common questions we often get asked.

We welcome any comments and suggestions that can help us to improve our system, it is something that we keep under constant review.

Kind Regards

Dr Sinha and Vicky Lane (Practice Manager)

 

New GP Appointment System

NEW APPOINTMENT SYSTEM – Doctor Triage

We have listened to our patient feedback and comments regarding the difficulty getting an appointment to see a clinician. As a result of this from the 4th January 2016 we launched a new appointment system where a clinician will telephone you back and assess whether you need be seen and, if so, how quickly.

By having a clinician talk to all patients, we are able to offer a service that assesses patients on a clinical priority basis and give patients appointment lengths that more closely match their needs. This is to give patients a better service individually.

Therefore, in order to ensure you are treated as quickly as possible in the most appropriate manner, we ask patients to give a brief description of their problem to the receptionist. The receptionists have all received training in this and follow written guidelines.

If you prefer not to discuss your symptoms with a receptionist, that is entirely your prerogative, but doing so allows the doctor to assess how quickly you need to be contacted by them and will ensure you are dealt with in a timely manner.

Receptionists are bound by our code of confidentiality and will not discuss your symptoms with anyone else.

Please contact the practice on the day you are available to be seen for GP appointments.

Appointments with the Practice Nurse and Healthcare Assistant are still booked in the same way; in advance.

HOW THE NEW SYSTEM WORKS – Making an appointment

You can make an appointment with a GP to call you back and assess you in the following ways;

1. Telephone the practice in the usual way and the Receptionist will take a contact number, ask you for further information regarding your appointment request, and book you a call back with the Doctor/Clinician.

2. Book an appointment online using SystmOne Online. If you need to register for online access, please speak to a member of the Reception Team.

The doctor will phone you back and make appropriate arrangements for you. For some patients the Doctor may be able to deal with your problem over the phone, which will save you having to come in for an appointment. If you need to come in the Doctor will arrange a suitable appointment for you on the same day.  You will be called back the same morning or afternoon that you have been added to the call back list.

If the Doctor wants you to attend for a follow-up appointment they will arrange a date and time.

Sometimes they will book an appointment with another health care professional who will be able to assist you such as a practice nurse, if this is more appropriate.

Please note:  Our busiest times for telephones are 8am to 9.30am so please do not feel you must call at this time as appointments will be available throughout the day.

Please help us help you by providing as much information as possible to the receptionist. This will enable us to prioritise your call appropriately.

At the same time as starting the new appointment system, we are also switching on Patient Partner which is a telephone system that allows you to order repeat prescriptions, cancel and check appointments and book some nurse and health care assistant appointments 24 hours a day, 7 days a week.

 


Patient partner guide

1) Contact your surgery for your 6 digit security PIN, you will need this to order prescriptions using this service.

2) Contact your usual surgery and press 1 for the automated service.

3) Choose to book, change, cancel an appointment or request a repeat prescription.

4) Follow the automated instructions for each option.

5) When changing/cancelling an appointment or requesting your repeat prescription you will be asked to enter your 6 digit security PIN, once you have done this please remember to press 0 to confirm before hanging up.

 

Online Services

You can also book, review and cancel an appointment or request a repeat prescription via systmone online. You will require a username and password to do this which can be requested via reception.

The practice has been rated "Good" following a CQC inspection

The practice had a routine CQC inspection in January 2015.  We recently received the report and have been rated as good overall.  Please clink on the link below to be taken to the CQC website and view the reports:

 

Patient Participtation Group Meeting Minutes 10.03.2015

Please click on the link below to view the minutes from our latest patient participation group minutes.

 

http://www.sinhadegp.nhs.uk/data/uploads/ppg-meeting-minutes-10.03.2015.docx

PPG Annual Reporting Template

http://www.sinhadegp.nhs.uk/data/uploads/ppg-enhanced-service-reporting-template-march-2015.docx

PPG Drop in Session Minutes

Please click on the link below to view the minutes of our latest patient participation group meeting.

http://www.sinhadegp.nhs.uk/data/uploads/ppg-drop-in-session-minutes-09.09.2014.docx

 

 

Scheduled Closing Time for Staff Training

Please note that Cromwell Primary Care Centre will be closed at the following times to allow for staff training:

2015

Wednesday 18th February         1.00pm - 2.30pm
Wednesday 11th March             1.00pm - 2.30pm
Wednesday 22nd April               1.00pm - 2.30pm
Wednesday 27th May                  1.00pm - 2.30pm
Wednesday 24th June                 1.00pm - 2.30pm
Wednesday 22nd July                  1.00pm - 2.30pm
Wednesday 26th August              1.00pm - 2.30pm
Wednesday 30th September       1.00pm - 2.30pm
Wednesday 28th October            1.00pm - 2.30pm
Wednesday 25th November        1.00pm - 2.30pm
Wednesday 16th December        1.00pm - 2.30pm