As we wrote in the last newsletter, we have been thinking hard about how to provide the best service we can to you by adjusting the appointment system to make the most of the limited resources that we have in the new NHS.
We have examined various ways that other surgeries do this and our patient participation group and our admin staff have both carried out a survey of booking patterns. We are aware that in the current system, sometimes you may not get the appointment that best suits your needs, and coming to see the doctor may actually cause you hassle and take up your time when, for example, the issue may be better dealt with by another healthcare professional, another service, or a telephone call with the doctor or nurse practitioner.
From the 6th June, therefore, we will be moving to a system in which if you ring in, whether for a phone call appointment, a surgery appointment or if you think a visit might be needed, the receptionist will firstly arrange a telephone call with a doctor or nurse practitioner who will ring you back and work out with you the best way forward.
Many other surgeries across the country have been working with similar systems for a number of years and patients find this a very satisfactory solution. Click below for some questions and answers and a flowchart of how the system will work.
For further details, please see the attached documents which include a flow chart and some frequently asked questions.
Information & frequently asked questionsNew process flowchart