Appointments

In January 2024, we moved to a ‘Total online triage’ model. This means that all appointment requests should come directly through online Accurx form by following this link: https://accurx.nhs.uk/patient-initiated/k83022.

Below are some frequently asked questions which should give you further information.

Why can I not just call and book an appointment without filling in a form

General Practice is at breaking point, and even before the pandemic there was high demand and long waiting times. This has worsened in the years since and combined with very long waits for hospital treatment, more and more people are trying to contact their General Practice for help and advice.

In addition, the way General Practice is funded has also changed. Although there has been no new funding for GPs or Nurses, there has been investment in other health professionals that have joined our team, for example, clinical pharmacists, physiotherapists, mental health workers and social prescribers. 

This combination of high demand and changes in staff has led to confusion over who to see and hot to access the right person in a timely fashion.

We need to ensure that demand is therefore filtered into the practice with allocation of our primary care resources safely, fairly and as efficiently as possible.

So, how does it work

Each day, a senior GP doctor is assigned to review every patient’s medical request which comes via our online system. During this time, the doctor will look through the medical record and decide what action they believe is appropriate for that particular patient. Sometimes, patients will be asked for more information about their concern or will be asked to provide further details such as photographs. Once the doctor has the information they need, they may:

• – Prescribe over the telephone, give advice on what over the counter medication is available or direct you to another service
• – Book you an on the day appointment. If the GP wants you to be seen on the day, a receptionist will call you to book you this appointment.
• – Book you a non urgent appointment. If your medical concern is not urgent, but cannot wait too long, then we will send you a booking link to book an appointment usually within 10 working days.
• – Book you a routine appointment. If your medical concern is deemed to be routine or a follow up after a previous consultation, then we will send you a booking link to book an appointment within 4 weeks time.

You will not always be given an appointment with a GP. This is because we have several, highly qualified staff who are able to treat a vast number of different medical conditions. You may be offered an appointment with:

• – Advanced Clinical Practitioner
• – Nurse or Health Care Assistant
• – Pharmacist
• – Physiotherapist
• – Social Prescriber
• – Mental Health Worker
• – Health & Wellbeing Coach

What if I can’t fill the form in online

We understand that not all patients are able to complete an online form. This could be due to a health concern, ability to use computers or smartphones or not having access to one. In such cases, our receptionists can either talk you through the process or do it on your behalf. However, we encourage you to provide as much information as possible because this helps us to offer you the correct appointment.

When can I fill the form in

Our current opening hours to complete a medical request are between the hours of 7.30am and 4.00pm Monday-Friday.

After 4.00pm, you will need to telephone us and a receptionist will complete the form on your behalf.

Why can I complete this over the telephone from 4.00pm and not before

We choose to work efficiently and safely. By closing our online service at 4.00pm, we are able to deal with more pressing medical concerns. If we stayed open all the time, we would be unable to keep on top of the sheer number of requests, meaning there could be an opportunity to miss something. For patient safety, we like to clear all requests on the same day and thus responding to your medical complaint as soon as we can.

If you have a medical condition such as Diabetes, Hypertension, High Cholesterol, Asthma, Mental Health, Learning Disabilities or COPD then you will require an annual review with a Doctor or Nurse.

Every month, we run a report on a patients birth month. We try and do this in advance of a patients birthday. This means, if your birthday is in May, then we will likely contact you in March offering you an appointment for your review. You will be sent a booking link with available appointments.

Some further details about the appointment and what it entails can be found below:

Diabetes

30 minute appointment with a nurse to; take bloods, monitor blood pressure, pulse rate and rhythm, height and weight and perform a check of foot pulses and sensation. The nurse will also discuss medication, review injection sites and review self-monitoring of blood glucose if you are using insulin or gliclazide.

Please bring a first pass urine sample in a white top bottle to the appointment.

If you require any further follow up once test results are available this will be stated along with the results on your NHS app.

Hypertension (HTN), Atrial Fibrillation (AF), Coronary Heart Disease (CHD), Heart Failure (HF)

15 minute appointment with a Health Care Assistant (HCA) to; take bloods, monitor blood pressure, pulse rate and rhythm and height and weight.

Please look at the blood test results on the NHS app or contact reception to arrange follow up depending upon results.

Chronic Kidney Disease (CKD)

15 minute appointment with a HCA to; take bloods, monitor blood pressure, pulse rate and rhythm and height and weight. 

Please bring a first pass urine sample in a white top bottle to the appointment.

Please look at the blood and urine test results on the NHS app or contact reception to arrange follow up depending upon results

Cerebrovascular accident (CVA)/ Transient ischemic attack (TIA)

15 minute appointment with a HCA to; take bloods, monitor blood pressure, pulse rate and rhythm and height and weight.

Please look at the blood test results on the NHS app or contact reception to arrange follow up depending upon results.

Asthma

15 minute appointment with a nurse. Please bring your inhalers to the appointment.

The nurse will discuss your asthma control and any triggers, measure your peak flow rate, review your current treatment and assess inhaler technique and provide you with an asthma management action plan.

COPD

30 minute appointment with a nurse. Please bring your inhalers to the appointment.

The nurse will discuss your main symptoms and any changes to your condition over the previous 12 months. Will review your current treatment and assess inhaler technique.

We understand that patients may have regular tests or know of a blood test they need, but before booking an appointment you must have either:

• – Spoken with a Doctor or Nurse to authorise a blood test
• – Had an invite for a blood test, whether this be a chronic condition or medication review
• – Be sure your test is added to our computer system

If you attend an appointment without prior agreement, then you will unfortunately be sent home.

We understand that smear tests, now called Cervial Screening, can seem unpleasant, but it is one of the best ways to protect yourself from cervical cancer.

If you are hesitant about having a test, unsure if you need it or want more information then please contact the surgery and ask to speak with a Nurse. They will be able to talk you through the process, and answer any questions you may have.

Invites and Eligibility

All women and people with a cervix between the ages of 25 and 64 should go for regular cervical screening. You’ll get a letter in the post inviting you to make an appointment.

How often you are invited depends on your age.

You can book an appointment as soon as you get a letter.

If you missed your last cervical screening, you do not need to wait for a letter to book an appointment.

If you cannot attend an appointment for any reason please inform us as soon as possible in order for us to give the slot to someone else by calling us on 01327 359953.

Due to the number of patients failing to attend for their appointment this may mean that you may not be able to see the doctor on the day that you wish to.

• In an attempt to try and resolve this, the practice has developed the following policy:
• If you fail to attend appointments without informing us we will write to you asking if there are any specific problems preventing you from letting us know.

If you repeatedly fail to attend for appointments you may be removed from the practice list and have to find an alternative GP practice.