How to make and cancel an appointment

Care Navigation (signposting)

Over the coming months you will notice your receptionist begin to ask for a brief outline of your problem when you ring to book an appointment.

This is because we are introducing something called 'Care Navigation'. It means we are training receptionists and clerical staff to help them help patients by identifying the most appropriate place for their care.

Through this specialist training, our practice team will be able to direct you to the most appropriate health clinician for your needs first.

Receptionists will never offer clinical advice or triage; this new way of working is about offering you the choice to see more appropriate professionals in the practice team or even somewhere else. If they can deal with the problem directly, it will often be quicker and means you may not need to see the GP at all.   More Information...

 

Book face-to-face or remote appointments with your GP, nurse or clinician at a time that suits you.

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USE PATIENT SERVICES

 

Problems booking online appointments?

Use the Patient Services Support Centre before you call us.

 

Appointments

Routine

All routine consultations are for 10-minute appointments and we ask that patients only discuss one issue with the doctor unless otherwise arranged as this helps us try and keep surgeries running to time.

If you have more than one issue to discuss with the doctor please ask for a longer appointment so that we can (a) reduce the overrunning of the doctor's session and (b) avoid longer waiting times for your fellow patients. 

We would remind all patients that there are instances where patients may need more than the 10 minutes appointment time, due to various reasons, such as a disability, and we would ask for your patience at these times.

You may see any of the doctors available on a particular day. You may ask to see the doctor of your choice, but this will be subject to that doctor’s availability.

If for any reason you are unable to keep your appointment, please let us know as soon as possible in order that we can allot that time to someone else.

 

Triage system

Triage is a way of improving and streamlining your access to our services.

We run a morning triage system for patients who request an urgent same-day appointment.  We have introduced this after a pilot scheme to help improve our patient access.  This means that if you request an urgent same-day appointment or a home visit between 8.30am and 10.00am, when demand for our services is at its highest, one of our clinicians will give you a brief call back as soon as possible.

After speaking to a GP you will decide together how to best address your needs that day: you may be able to resolve the issues within the telephone call or you may be offered a face-to-face appointment with a GP, Nurse Practitioner, Practice Nurse or Health Care Assistant.

Some issues such as repeat Fit Notes and medication queries can easily be dealt with by telephone, freeing up appointments.

You will be asked by the receptionist for a brief outline of your problem - this will help the clinicians to prioritise their telephone calls. 

Please ensure that the receptionist has your up-to-date home/work/mobile telephone numbers.  Please let the receptionist know if it is impossible for you to be called back.

Patient Information Leaflet on Triage

 

Patient DNAs (Did Not Attend)

With more and more pressure on our services, and patients feeding back to us about the time it takes to be able to book a routine appointment, we would like to make you aware of the number of patients who fail to cancel booked appointments. This means we cannot use the appointment to benefit other patients and is a waste of precious NHS resources. You can telephone the surgery to cancel your appointment or cancel a routine GP appointment via Online Services.

 

Interpreters - sign and language

A sign interpreting service is available from the Royal Society for Deaf people (RAD).

A community interpreting service is available for those patients unable to speak or understand English.

Please advise our reception staff if you require either of these two services, or if you have any other special need, at the time you make your appointment so that we can assist you appropriately.

 

Extended hours service

We offer extended hours every week and this currently consists of evening telephone appointments, early morning appointments, evening appointments, some Saturday appointments and early morning nursing appointments. All of these can be booked by ringing the surgery on 01622 726277.