Important changes to the appointment system starting from 2nd July 2018

The new appointment system is designed to help you get the appointment you need, when you need it.

Please read our Frequently Asked Questions document and the information below before contacting the surgery.

Appointment System FAQ Sheet

Appointment System WELSH VERSION

How will the changes benefit patients?

• Bookable routine appointments with GPs in the morning between 08:30am - 12:00pm
• Patients with medically urgent needs can now (and will) be prioritised
• More appointments available with our Pharmacist who is trained in dealing with any medication problems or queries that you may have
• Medically urgent GP appointments will be spread throughout the day
• No need to queue in the rain and cold to be seen first on the day
• All appointments will be at a set pre-booked time, so no need to turn up and wait hours and hours to see a GP

How will it work?

• From 2nd July 2018 Open Surgery will no longer be available
• If you need to contact the surgery by telephone, use the usual phone number and a welcome message will offer a small range of options. Straightforward instructions will guide you to the right department
• For routine appointments you will still be able to book in advance to see your usual Doctor, Practice Nurse, Healthcare Assistant etc, just as you do at present. We will continue to maintain continuity of care with the same Doctor wherever possible
• If you feel that you need a same-day appointment, then you will be added to the Duty Doctor list for telephone assessment
• Our Medical Receptionists will still be asking you for brief details of your medical condition. This is to enable the Doctor to prioritise their calls according to medical urgency and to best direct you to the most appropriate healthcare professional
• Please note that the Medical Receptionist will not be making any clinical decisions about your care
• If a Doctor is going to speak to you by phone, the Doctor will call you back during the morning or afternoon, the Medical Receptionist will inform you of this. More urgent medical problems will be dealt with first. If you are not available at certain times of the day, then please inform the Medical Receptionist who will pass this information on to the Doctor
• When the Doctor calls you they will discuss your condition and agree on the best course of action with you. This could be a visit to the surgery for an appointment with a Doctor, a home visit, a prescription, an appointment with another clinician (e.g. Specialist Nurse, Pharmacist) or advice over the phone on how to best manage your condition
• If you choose to accept an appointment with a Specialist Nurse, the Nurse will be able to consult with the Duty Doctor about your condition, and involve them in your consultation if needed
• All calls regarding a medically urgent problem received on a particular day will be dealt with before the Doctors leave for that day. This may be later than the practice’s usual closing time
• For routine matters, you can and should, book appointments with a Doctor ahead of time

How can you help?

• Please ensure we have your up to date contact details, including mobile number if you have one
• Please do not continue to call after your call has been listed for the duty doctor, unless your symptoms have worsened
• Remember, other patients are also trying to get through and this could prevent that
• Help us to help you by being available to take calls from the duty doctor. This means keeping your phone with you when you are expecting a call, even if you are just "popping out". Please note that calls from the practice may show as a withheld number

Thank you for your continued support.

Dr Tom Havard
GP Partner