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New Appointment System

 

Why are we doing this?

 

With the unprecedented demand on the NHS and particularly in GP Surgeries, we need to adapt our service in order to meet the demands and expectations of our patients.  In order to improve our service, we will be changing the way appointments are accessed. There is no perfect system to suit everyone’s needs however; using feedback from patients, admin and clinical staff we are working towards the best possible system for all.

 

Our current system offers various different appointment types; however, there are only 2 ways of getting access to an appointment with a GP, either:

 

  • a routine appointment which currently is a 3-week wait,
  • or the patient goes on triage.

 

On reviewing our current appointment system, we offer on average 325 telephone triage appointments per week. Approximately 50% of these patients are given a face to face appointment, normally the same day. This means that 162 patients are getting 15 minutes of clinical time when they could have been seen in a 10 minute face to face appointment. 162 patients having the extra 5 minutes each of clinical time on the telephone equates to 81 extra face to face appointments per week.

 

We recognise that there is definitely a benefit to telephone calls for some patients, for example: follow up, to discuss results or for patients that struggle to come in for appointments due to work or social commitments. However, triage is not a productive use of time when a patient has to give a history to a triaging clinician and then repeat it all in a face to face appointment.

 

In the new system, the number of Same Day appointments available has been carefully calculated based on current demand and will be kept under review. This means there should be enough appointments available for everyone who needs one.

 

How we are doing this……

 

  • Increasing Face to Face appointments and only offering Minor Illness Calls with a Nurse on the same day.

  • Increasing the number of pre-bookable telephone appointments by 200%: from 2 per day for each Clinician, to 6 per day. These will be spread across the day to offer more flexibility.
  •  Training the Reception Staff to be able to signpost the patients effectively. This will mean that in order to access a Same Day Appointment, you will need to give some information to the Receptionist regarding the current issue you want to be seen about, for example – possible chest infection or stress.

 

    • Getting through on the phone lines should be easier for patients as the receptionist will not need to take as much information as they would have done for a triage list. This means they will be able to deal with the calls more quickly.

    • With us stopping the telephone triage, we are opening up an additional 92 Same Day appointments per week.

 

 

How will patients access Same Day Appointments?

 

  • For Same Day appointments, patients will be asked to telephone the Surgery. Please note that we are not offering a walk in service: appointments for the Same Day are only available by telephoning the Surgery, except in exceptional circumstances.

  • There will no longer be an afternoon triage list - patients are welcome to contact the Surgery later in the day and see if there are appointments still available, but may be offered an appointment or minor illness call for the following day or signposted to another appropriate service.

    How will patients access Routine Appointments?

     

    • There will be no change to how you book Routine Appointments. However, with us stopping telephone triage, there will be an additional 50 routine appointments available per week.

    • Please note that if you wish to book your medication review, please advise the Receptionist of this and they will send a message through to the GP to ask if you need any tests before your appointment.

      

    When will this happen?

     

    • We will be going live with the new appointment system on Monday 30th March 2020

    • We will be resetting the diary - this means that routine appointments will not be available to book for Wednesday 1st April 2020 onwards, until after 10:30 a.m. on Monday30th March 2020.

     

    Appointments

    The doctors & nurses have bookable surgeries. However, these vary depending on the on-call rota, holidays, study leave etc. 

    Please register for online services in order to book & see available appointments via the 'quick link' on the right-hand side. You will be required to bring ID when requesting online access at the surgery. Any person aged over 16 will be required to request their own online access.

    There are pre-bookable Saturday morning appointments available. However, no other routine facilities are available on Saturdays. You are not able to collect prescriptions on a Saturday morning.

    If there are no available appointment times in clinics that are not suitable for you, we will endeavor to arrange a suitable time.

    Routine appointments are released daily  and they are always for 3 weeks time. Monday on a Monday, Tuesday on a Tuesday etc. There is also a percentage of appointments that are available to book online also for 3 weeks in advance.  (Depending on Drs availability).

    PLEASE NOTE THAT APPOINTMENTS ARE FOR 1 PROBLEM ONLY.

    Westside Medical Centre is NOT a Walk-in Centre

    Please take into account that we are not a walk-in centre or an urgent care centre. We are a General Practice who organise appointments for all our registered patients when they are available. You cannot walk in and expect to be seen immediately by a GP or a Nurse. We are currently facing unprecedented increase in demand of routine appointments required for our current patients.

    If you think you need to be seen urgently by a GP, please remember we have urgent appointments where you can call us at 08:30am for the morning and again at 2:00pm for the afternoon and evening. If they are not available, we can attempt to book you with an out-of-hours GP at Market Quarter Medical Practice (Drovers Close, Rugby, CV21 3HX).

    If neither of these options are available, you can see a clinician for minor illnesses at the Urgent Care Centre at Hospital of St Cross (Barby Road, Rugby, CV22 5PX) where a team of Nurses will be able to provide medical advice.

    Medication Reviews

    Please avoid booking medication reviews online. We are now changing how we do our medication reviews.

    There will be 1 of the 3 following things that will now happen:

    1.    A review of the patients medical records by a Dr or ANP via telephone with the patient.

    2.    A review of the patients medical records by a Dr or ANP without contacting the patient especially if you are under the care of a consultant or specialist at the hospital or if you have already had a medication review recently.

    3.    A telephone call, text or letter from the surgery inviting you to make an appointment for a medication review and requesting the patient to have bloods if required.

    Please note: If you do not hear from us at the surgery regarding your medication review it means the Dr or ANP have reviewed your medical records/medications and you do not need to be seen.

    Chaperones

    If you feel you would like a Chaperone present at your consultation, please inform your Doctor or Nurse who will be happy to arrange this for you.

    Cancellations

    If you cannot attend an appointment for any reason, please inform us as soon as possible so that we can offer the appointment to another patient.

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