Patient Communications Letter October 2009
 
To all our Patients,
 It is always very helpful for us to know what you think about the Practice and what you think about the changes that have been made and your suggestions for future changes. We review all your comments and propositions and we would like to assure you that we are in the process of making positive modifications.
Through comments received we are now aware of some of your concerns.
In order to deal with these systematically we will be reviewing some of the following arrangements as priorities.
We always try our best to make changes where necessary however, it might not always be possible to implement all the proposed changes in all areas.

Appointments system
On Monday 2nd November 2009 we will be introducing a daily Duty Doctor morning rota session. This doctor will be responsible for triaging patients requesting urgent/home visit appointment requests. Please contact our reception team between 08:30-09:15am if this service is required and they will forward your information to the doctor to contact you.

Our pre - bookable appointments that are now available up to 4 weeks in advance,  routine 24 hour and 48 hour advance appointments remain as previously.

We also now have a Patient Texting Service. You will receive Text message reminders for your booked appointment in advance. Please let us know if you wish to cancel your booked appointment. We hope this service will help you to attend your appointments on time. It is important that in order to provide this service we have your up to date mobile number on our system.
Please do not forget to give us your up to date mobile number. 
 
Waiting Times in surgery
Some of the Comments suggested that the waiting time in the surgery can be anything up to an hour. In order to offer as many appointments as possible, the appointment length(10min) is often not long enough to address all aspects of the consultation thoroughly. We have already changed the appointment set up to allow catch up time for the Doctors. We can assure you these delays happen as Doctors have to allow adequate time in relation to individual consultations; this cannot be helped in most cases. You could help by asking for double appointment if you feel your consultation will not be adequately covered in our normal ten minute appointment slot

Our aim is to offer comprehensive Primary health care service in a friendly and helpful environment. We will keep you informed of any further changes in order to meet your expectations.
Thank you                                                                                          Wishing you best of health.  
 

Appointments
Home Visits

Making Appointments

You must make an appointment if you wish to see a doctor or nurse. You can request to see the doctor of your choice for routine appointments, more immediate concerns will be dealt with by any of the doctors.

If you are coming to see the Doctor/Nurse for more than one problem, you may need to have a double appointment. Please check with reception if you think you need a double appointment and they will try to advise you. Remember if one appointment runs over the time slot, the whole surgery will run late, making longer waiting times for other patients.

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Types of Appointments Available

We offer a variety of appointments;

  • Routine appointments are available every weekday between 9.30 and 11.40am and 2.30 and 6.00pm.They can also be booked up to 4 weeks in advance.
  • We also offer appointments within 24 and 48 hours.
  • Urgent medical problems will be seen on the same day. We deal with urgent problems at the beginning of morning surgery so please call between 8.30am and 9.15am. This is not a walk-in service and you should phone first. If the doctor considers your problem urgent you will be given a time to come up to the Practice. You will then be allocated a 5 minute appointment. The doctor will only be able to see you for your urgent problem. Please do not use URGENT appointment slots for: 
    • Repeat Prescriptions
    • Medical Certificate
    • Forms to be completed
    • Any Non-Urgent condition

Late or Missed Appointments

myDr2Small.jpgIf you are more than 10 minutes late for any appointment, it may not be possible to see you, and you will be asked to re-book.

The surgery has a very large number of patients who regularly miss their appointments. These are appointments that could be offered to you. If you cannot make your appointments, it is essential you call at least 24 hours ahead or as soon as possible in advance to cancel it, so it can be offered to somebody else.


Seeing a Preferred Doctor

You have the right to express a preference as to the doctor you would like to usually see at the surgery. However, it may not always be possible for you to see your preferred doctor. The receptionist will advise you which doctors are available when you make an appointment.

Help Us to Help You

The Doctor, the Nurse or the Pharmacist may be able to help you. If you are not sure which member of the team to see the receptionists can advise. You may be able to see the community pharmacist to treat Minor Ailments, Please ask the reception team about this Scheme.


 

 
For quick medical advice online or on the telephone contact NHS DirectNHS 111 is a new service being introduced to make it easier for you to access local NHS healthcare servicesNHS ChoicesDepartment of HealthMy Surgery Website