Telephone Triage –
PLEASE BE UNDERSTANDING!
We are here to improve access to help you.
As you are aware we are operating a Telephone Triage process by which the patient appointment system is managed in a GP practice by the Doctor.
Please be assured that if after your telephone triage appointment the clinican wants to see you, they will ask you to come to the practice for a Face 2 Face appointment.
We are asking for your support and patience throughtout this trial process and not abuse.
Is it to stop me getting an appointment?
No, not at all –It is to ensure that all the patients that need to be seen are seen by an appropriate health care professional. It is also a tool for which a telephone consultation can be used to appropriately manage patient’s concerns even if an appointment is not required.
How does it work?
This may be appropriate in cases when patients wish to discuss blood results, hospital letters or X ray/scan results. However if the patient needs to come in then an appointment will be made with the appropriate healthcare professional be it a GP, Practice Nurse or Healthcare Assistant.
Any patient who requests a Doctor’s appointment will receive a phone call from the Doctor. The doctor, after speaking to patients decides to either bring them in to an emergency clinic set up precisely for that purpose on the day or book them in to be seen on another day. However the problem may also be dealt with appropriately in another way. (E.g. blood test arranged, referral completed, appointment with Practice Nurse arranged or prescription query discussed) this system has been used successfully for several years now in many GP surgeries.
It has been shown in other practices that this process significantly improves access.
Why is the Practice doing it?
To improve access. There were over 37 hours of wasted appointments during May/June where patients did not turn up for their appointments.
To optimise GP appointments. With an ever developing workforce less complicated needs can be dealt with by other members of the health care team.
Patients who arrive late for their appointment forfeit their appointment with the doctor. It is at the doctor’s discretion whether late arrivals can be seen, and although we make every effort to do so, this cannot be guaranteed. Receptionists are unable to decide on behalf of the doctor.
To make an appointment please call the practice. Please note that our phone lines are extremely busy at 8am for patients wanting a same day appointment, for anything else other than an appointment please call between 10.30-11.30 and 15.00 to 16.00 to enquire as our Patient Administration staff will have more time to deal with your request between these times.
We do have pre-bookable extended clinics each week.
Please note, we do not book appointments via email.
Sometimes surgery times can run late, but we ask if you could kindly be patient in this instance. Please be on time and let Patient Administration know if you are unable to attend. Please note that appointments are for one person only and for 10 minutes.
Emergency appointments (a medical emergency that cannot wait) will be seen the same day if possible, but this appointment may NOT be at the chosen surgery or chosen GP, Patient Administration may ask you what your medical emergency is regarding to allocate an appropriate clinician.
Children will always be seen the same day but not necessarily at the chosen surgery or chosen GP. Surgery times may be altered to accommodate sickness, holidays and courses.
Note that the practice has a strict policy regarding confidentiality and data protection and we will only release test results to the person to whom they relate unless that person has given prior permission for the release of this data or they are not capable of understanding the results.
When you take your test you will be told how long it will be before the results are returned to the practice. Please remember some tests take longer to come back than others, we usual allow 3-4 working days (not including weekends and bank holidays).
It is your responsibility to make an appointment to discuss them with your doctor if you are advised to do so and please note ANY tests performed by a hospital that the results will NOT come to the practice.
The staff are here to help you and take information in total confidence. They are working on the doctors' instructions. Please treat them with courtesy. Information held, and confidentiality about patients is in accordance with the Data Protection Act and GDPR.
VERBAL OR PHYSICAL ABUSE IS NO EXCUSE.