From Wednesday 6th September 2017
WE ARE MAKING IMPROVEMENTS TO THE APPOINTMENT SYSTEM AT CLARENDON LODGE.
IT IS CALLED…..GP DIRECT
The current situation
Our list now has over 13,500 patients on it and continues to grow. We hope that this reflects the fact that most of our patients are happy with the service we provide. However, the increasing demand for appointments has resulted in some patients raising concerns that they are not able to consult a GP as quickly as we would like.
We have spent a long time researching different appointment systems and feel that GP Direct offers scope to improve patient access to their GP.
So what is GP Direct and what does it mean for me?
GP Direct is a GP Led telephone triage based appointment system. From 6th September 2017, if you telephone before 4.30pm you will be able to talk to a GP that same day. You will usually be able to talk to the GP of your choice, on the day that you request the contact. You will not usually be asked to call back the next day as sometimes happens now. You will not have to queue outside at 8.00am to get an appointment. The new system will be fairer for all.
What will I have to do to see the doctor?
If you need to see or speak to a doctor then you will simply ring the surgery using 01926 331401. You can ring any time between 8.00am and 4.30pm and there will be telephone appointments available whether your problem is urgent or routine.
You will be asked for some brief details about why you are seeking a contact with the GP. If you prefer not to give any details then the GP will still call you back, but those brief details will allow the GP to assess the urgency of the request. The GP will call you back in an allotted timeframe to discuss your case.
Will I then get to see the doctor?
After discussing your case, you and your GP will decide together if your problem can be dealt with over the phone or if a face-to-face appointment is necessary. Your GP may refer you to one of our highly skilled nurses or our practice pharmacist if that is felt to be more appropriate.
Why is GP Direct better than the current system?
This new system ensures that everyone is able to speak to, or see a doctor, on the day they call or on the day they choose. You will not be dependent on queuing either in a phone system or outside of the surgery in the morning.
What other advantages does it offer?
· Many patients with a health problem won’t need to visit the surgery as it can be dealt with on the phone.
· The system will give the GP more time to see those patients that do need a face-to-face appointment.
· Saving some patients the unnecessary inconvenience of attending the surgery.
· The GP will know why they are seeing you and can allow an appropriate time to deal with your problem. This means that appointments should run to time and you will not be kept waiting in the reception areas.
Can I choose which doctor calls me?
Yes. Just let reception know if you want to speak to a particular doctor and you will be added to their call back list. If that doctor is unavailable then you can call back on a day they are on duty or, if you prefer another doctor will contact you on the day of your call.
What if I can’t attend for a face-to-face appointment during surgery hours?
Extended hours are on offer on a Monday and Thursday evening and the first Saturday of the month. The doctor you speak to will be able to offer an appointment during these hours.
If I visit the surgery will I get a quick appointment?
No. The receptionist will take your details and add you to doctor's call back list. You will then be contacted by the doctor at a pre-arranged time. There is no need to queue outside in the morning.
Can I still use the on line service?
Yes. You can book a telephone call from your preferred doctor (if available) or another doctor anytime from 8pm on the night before you require a consultation.
Can I book a doctor's telephone call for a week or a month ahead?
No. You will need to ring the surgery on the day that you need to speak to the doctor.
What if I need to see a nurse?
Nurse appointments are not affected by the new changes so you can book these in the usual way. Practice nurses are available between 8am and 12.30pm and 1.30pm to 5.30pm – Monday to Friday.
· Monday is our busiest day so if you can ring later in the week it will help us manage the workload
· If you require a home visit please contact us before 10.30am. Home visits are carried out between 12pm and 2pm. You will be called by the visiting doctor prior to the visit to ensure it is the most appropriate way of dealing with your problem.
· Make sure you give reception your most convenient telephone number. If the doctor is unable to get hold of you twice then you will be asked to ring the surgery again.
· Please phone before 4.30pm if you require a doctor to call you back. Only urgent queries will be dealt with after this time. If your call after 4.30pm is not urgent, you will be asked to call back the next day.
· Please note that when you call in you may be directed to a non GP member of the team such as our pharmacist or nurse.
· If you are calling about your investigation results please try to do so with the doctor who requested them.
· For travel or immunisation queries please book a telephone or surgery appointment with one of the practice nurses not a doctor. Nurse appointments are not affected by these changes.
· Please see the reverse of this leaflet for the GP’s days of work, but please remember that this list will not include holidays, sickness or other absences.
· Please try not to “stockpile” problems. This should not be necessary as problems can be dealt with as they arise.
· Generally speaking one clinical problem will require one GP contact.