New Appointment System – Doctor Triage
We have listened to our patient feedback and comments regarding the difficulty getting an appointment to see the doctor. As a result of this from the 29thJune 2015 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 not only gives patients a better service individually but enables patients to specify their clinician of choice, thus improving continuity of care.
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.
Appointments with the Practice Nurse and Healthcare Assistant are still booked in the same way; in advance through reception.
How The New System Works – Making an Appointment
You can make an appointment with a clinician to call you back and assess you in the following ways;
- Telephone the practice in the usual way on 01472 697257 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 clinician.
- Book an appointment online using Systmone Online. If you need to register for online access, please speak to a member of the Reception Team.
- Use the smartphone app with your online registration details.
The clinician will phone you back and make appropriate arrangements for you. For some patients the clinician 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 clinician will arrange a suitable appointment for you on the same day.
If the clinician wants you to attend for a follow-up appointment they will arrange a date and time.
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.
If you cannot keep your appointment please notify the surgery as soon as possible. You can also cancel your appointment using our on-line services. Non-attendance of appointments has been a significant problem for some time with over 100 appointments being missed last month totalling in over 30 hours of GP and Nursing time that could have been taken by other patients. As I’m sure you can appreciate we do take non-attendance seriously and persistent missed appointments without notice may result in you being removed from our practice register.