HOW TO MAKE AND CANCEL AN APPOINTMENT
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EMERGENCY ON THE DAY APPOINTMENT REQUESTS
We are introducing a new telephone call-back appointment system at the surgery to improve patient care and reduce waiting times.
The aim is to make sure that those who most need to see a doctor are given priority.
Instead of booking an on the day appointment with a doctor, patients will request a telephone call-back. When the doctor phones back, you will discuss your reasons for wanting an appointment and decide jointly on the best course of action.
If the doctor feels you need to be seen face to face they will book the appointment for you.
It could be that the issue can be dealt with over the phone saving a trip into the surgery, for example a query about medication or blood results. Alternatively a booking can be made with a nurse or healthcare assistant
When you request a call-back the receptionist will ask you to explain briefly why you are contacting the surgery. This will help the doctors to prioritise their calls. Nurse appointments can still be booked in the usual way and you can still pre-book appointments for a later date, either face to face or over the telephone.
This new system will help us to utilise our resources in the most efficient and appropriate way. We feel it will help to improve continuity of care between doctor and patient. The Patient Participation Group has been fully involved in the introduction of this system.
Making an Appointment
Appointments for doctors, nurses and health care assistants can be booked up to two weeks in advance. The telephone lines open at 8am for appointment booking. Calls are held in a queue and answered in strict rotation as quickly as possible.
Appointments become booked very quickly and patients are advised to telephone early to guarantee an appointment. To make an appointment please call either 01245 360253 or 01376 341411 Please note that you can book appointments at either surgery for any of these numbers. Online booking is available for GP appointments. Please apply at reception for a password. Photographic ID is required as the website will give access to some of your personal information.
Telephoning the Doctor
If you need to speak to a doctor please contact a receptionist who will advise you when the doctor is likely to be available or arrange for the doctor to call you back. Doctors cannot accept telephone calls from patients while they are consulting unless it is an absolute emergency.
Who Should I See and When Should I Book?
GPs see patients with long term illnesses and problems that may need specialist referral. Two thirds of appointments with GPs are available for booking in advance. The remaining third are released for booking on the same day ensuring that patients who develop an illness that requires prompt treatment will be seen the same day.
Nurse practitioners. Some of our nurses are qualified to diagnose and treat minor illness and to prescribe medication. If you need medical treatment "on-the-day" you may be offered an appointment with a nurse practitioner. We will be introducting more nurse practitioner clinics to help meet the demand for on-the-day appointments.
Practice nurses see patients for dressings and stitch removal, injections, pill checks and contraceptive advice, cervical smears, asthma checks, diabetes checks and travel advice. Nurse appointments are available for booking 3 weeks in advance.
Health Care Assistants (HCA) see patients for blood tests, blood pressure monitoring, smoking cessation, health checks, INR testing, blood glucose monitoring, ear syringing and ECGs. HCA appointments are available for booking up to three weeks in advance.