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.
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.