We aim to provide good safe care for our patients. In view of the increasing pressure within the NHS we kindly ask our patients to work in Partnership with the surgery and use the appointment guide below
HELP US TO HELP YOU
Our team of patient advisors will ask 'what is the cause for your concern today' before offering an appointment. The information that you provide is confidential and will help the team direct you to the most appropriate clinician for your medical need.
PREBOOKABLE ROUTINE APPOINTMENT ( Please call after 11am)
- 10 minute appointments
- 1-2 problems only so that the clinician can mange these safely within the appointment time.
- On-going medical problems with the option of a double appointment for patients with complex medical problems
- Book appointments two weeks in advance. Appointments are released at two weekly intervals.
SAME DAY URGENT APPOINTMENT (Call at 8am)
- Shorter appointment time
- Only for the most URGENT medical need that cannot wait for a pre-bookable appointment
- One problem only
APPOINTMENTS SHOULD NOT BE USED FOR:
- Requesting repeat medication, letters or sick notes- please speak to the patient advisory team
- Results of investigations unless advised by a clinician. Please allow one week for blood/urine results and two weeks for Xrays/ultrasound results. The receptionist will advise you based on the clinician's instructions.
- Minor common conditions without trying 'Self Help Measures'and/or visiting the local pharmacist first who can provide medication.
CANCELLING AN APPOINTMENT
Please remember to call and cancel your appointment if you no longer need it or if you need to rearrange it.
Tell us as soon as you can if you cannot keep your appointment.
Unfortunately we see dozens of appointments wasted by patients not turning up each month. If we added up all the appointments that are wasted, we would be able to afford to have an extra GP session!
What happens when patients miss appointments?
We realise that everyone can make mistakes and so we won’t take any action if a single appointment is missed in error. However, we have a minority of patients who miss appointments regularly and this impacts significantly on other patients. We have a policy in place to take action in these circumstances.
If a patient misses an urgent appointment booked the same day, or if a patient misses THREE non-urgent appointments in a 6 month period:
In these instances we send a letter to the patient explaining the problem we have with appointments being missed and the impact that this has on the service we provide to the rest of our 9,300 patients. We list the appointment(s) that were missed and offer the opportunity to discuss if the patient feels this is incorrect. The letter goes on to insist that in the future, they call to let us know if they cannot attend a booked appointment. If patients receive a reminder text, they can simply reply with the word “cancel”. Missed urgent appointments that are on average booked only two hours before the time of the appointment, are particularly frustrating. There is really no excuse for not attending appointments that have been booked on the day by the patient.
If a patient goes on to miss a further appointment within 6 months of the first letter being sent:
They will receive a letter expressing disappointment and notifying them that their continued registration at the practice will be reviewed by the GP partners in the next meeting. They are invited to write or telephone to explain any mitigating circumstances which will be considered.
In cases where no improvement is seen and there are no mitigating circumstances, the practice will request that the patient is removed.