We have changed the way we arrange GP appointments as a result of the current outbreak of Coronavirus. Instead of making appointments on request, we’ll have introduced a system that has made it quicker and easier to get the help you need and reduce the risk of either contracting or spreading this infectious disease. The new system has allowed us to manage demand for appointments more effectively and safely through the coronavirus pandemic. This change has allowed us to make better use of GPs’ time and to prioritise the care of patients who need it most.
The new system - called eConsult - allows you to tell us about your symptoms in an online form. You can fill out the eConsult form on any device (computer, tablet or smartphone), and it only takes a few minutes. We’ll then contact you by the end of the next working day to let know you the next step, which might be telephone call or a face-to-face GP appointment. If your condition seems more serious, we’ll deal with you as a priority – which might mean directing you to the Minor Injuries Unit or Accident and Emergency.
If you don’t want to fill out an eConsult form online, or are unable to, you can continue to call the practice and a patient services advisor will ask you questions and complete it on your behalf.
Where clinically appropriate, we will see you in person for diagnosis and treatment or refer you to the appropriate service. If you need to speak to a GP, we’ll arrange a face-to-face appointment or phone consultation. Depending on the urgency of your situation this could take place the same day.
You can also use eConsult to ask for sick notes and GP letters, and to discuss test results. Completing an eConsult form or talking to a member of the practice team over the phone will help you avoid unnecessary trips to the surgery.
If you need another service (a physiotherapist, for example) we’ll let you know.
This Video provides clear advice and guidance on how eConsult works.
If you need to, you can continue to telephone the practice. But if it’s not urgent and you have access to the internet, we recommend you continue to consult online to help free up the practice phone line. We now have the technology in place to carry out video consultations too, and if a clinician determines you need to be seen face-to-face in the practice, you will continue to be offered this.
We have an automated telephone appointment booking system which is available 24 hours a day. Call 01837 52233 and follow the prompts to check or cancel any appointment and to book or change a limited range of appointments. Please ensure we have your current contact details before using this system. To use the system you simply need your date of birth and your telephone number.
We have a 24 hour online appointment booking system which allows online access to a limited range of appointments. To use this service, please register online via the NHS APP.
After you have registered, this system allows you to book, cancel, check appointments, order repeat prescriptions and view your medical records online.
If you would prefer to speak to a trained patient services advisor please contact the surgery on 01837 52233. Consulting your Doctor
Appointments are also available outside of normal hours (Early mornings, evenings and weekends).
Where possible please submit an eConsult to request a visit before 11.30am. You may be called back by a doctor, duty practitioner (nurse prescriber or paramedic). You may receive telephone advice for your condition or the doctor/duty practitioner may ask you to attend the surgery. Where a visit is deemed necessary, you may be visited by a doctor or duty practitioner.
The doctor / duty practitioner is not obliged to visit you at home unless you are housebound or unable to travel due to your condition. The decision as to whether or not a visit is required should be based on the clinical condition of the patient and should be made by the assessing clinician.
Home visits should be reserved for situations where it has been determined that a face to face consultation is necessary and:
The vast majority of patients will not be harmed by car or taxi travel. Therefore, most feverish children, people with abdominal pain, diarrhoea and vomiting, upper respiratory tract infections, injuries and musculoskeletal problems who are deemed to need a face-to-face consultation, are fit to be transported to the surgery for assessment.
Occasionally, if a patient clearly requires hospital admission following triage, this can be arranged without the need for face-to-face contact following the agreement of the admitting hospital doctor.
If you require medical assistance after surgery hours, please telephone 111. In an emergency please call 999.
Please inform our Patient Services team as soon as possible if you change your name, address, email address or telephone number. This will ensure that we can contact you about your health care. It will also ensure that you access the full range of services available to patients. This includes using our 24 hour automated telephone system, our online system, receiving text messages to confirm or remind you of appointments and receiving important public health messages.
It is important to us that all aspects of your visits are dealt within the strictest confidence. All members of staff have access to patient information as part of their working tasks. They have all signed confidentiality clauses within their contracts.
The practice operates in compliance with all current legislation including:
* The Data Protection Act 2018 and The Freedom of Information Act 2000
If you require further information about:
*Our compliance with these Acts, then please contact the Practice Manager.
*Access to your medical records, then please enquire at reception.
If you ever have any complaints or concerns about the service you have received either from the doctors or the staff working here, or have any suggestions as to ways we can improve the service, please let us know by contacting the management partner - Miss Kiran Bakhshi - firstname.lastname@example.org
She will ensure that all complaints are investigated as thoroughly and promptly as possible. A full copy of our complaints procedure, which is in line with current NHS regulations, is available at reception or on our website.
All our staff are here to try and help. Please treat them with courtesy and consideration. We operate a Zero Tolerance policy. Verbal and physical abuse will not be tolerated by any of our staff and in the event of this occurring we will exercise our right to inform the police. Unacceptable behaviour may result in removal from the practice list.
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Website last updated 29th December 2020
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