Why are GP Practices still working differently?
ON-LINE PATIENT TRIAGE – “NEW SERVICE”
We have now gone live with our new online consultation service-Patient Triage. This is a great way for you to contact our practice for non-urgent medical or admin requests. It is very simple to fill out so please do give it a go. Although the character count is limited on the form, please try to give as much specific and concise information as possible. We really think it is easier for most people than waiting on hold to speak to a receptionist but would love to hear your feedback. If you do not have access to the internet or find it difficult to use a computer or smartphone you can call reception instead.
Please copy the following link into your browser:
PLEASE CONTACT THE SURGERY FROM 8.00AM IF YOU REQUIRE A SAME DAY APPOINTMENT. ONCE THE APPOINTMENTS HAVE BEEN BOOKED FOR THAT DAY YOU WILL BE CARE NAVIGATED TO THE SAME DAY HEALTH CENTRE, PHARMACIST, HEALTH BUS, NHS111, PHYSIOTHERAPY OR ASKED TO TELEPHONE THE NEXT DAY AT 8.00AM. IF YOUR PROBLEM IS URGENT PLEASE CONVEY THIS TO THE RECEPTIONIST WHO WILL PASS THIS TO THE DUTY DOCTOR.
YOUR DOCTOR HAS 10 MINUTES FOR YOUR APPOINTMENT. IF YOU HAVE MORE THAN ONE PROBLEM PLEASE BOOK A FURTHER ROUTINE APPOINTMENT TO ALLOW FOR THIS.
THANK YOU FOR YOUR CO-OPERATION
To register with the Practice for on-line services please attend reception at 54 Thorne Road or Bessacarr Medical Centre, the receptionist will complete your registration. You will need to provide photo ID, i.e. passport, driving licence or bus pass, and proof of address, i.e. utility bill in the last 3 months. The receptionist will issue you with a username and unique password, to allow you book and cancel appointments on-line. Once your registration has been activated please click on the link below.
(PLEASE NOTE APPOINTMENTS FOR MINOR SURGERY / JOINT INJECTIONS CANNOT BE BOOKED ON-LINE, PLEASE CONTACT RECEPTION)
Patient Feedback for On-Line Services (Please e-mail your feedback or give to a receptionist)
When you contact the surgery the receptionist will ask you a series of questions to determine whether the problem you are describing is urgent or routine.
The receptionist will then direct you as follows:
You will be advised to call 999 if you describe symptoms of a stroke, severe breathlessness, heart attack, major bleeding or any other life threatening condition. If it sounds like you have broken bones, you will be advised go straight to the A&E Department.
If we believe your problem to be of an urgent nature your request will be passed to nurse triage, with your contact number and a brief summary of the problem.
If your problem is clearly routine, you will be offered the next available routine appointment.
Please note: If a patient is unwilling to provide the receptionist with a brief summary of their problem then we can only assume it is a routine matter, and you will be offered the next available routine appointment.
All consultations are by appointment only. Please try to give as much notice as possible for routine appointments, so that we can offer a wider range of times and the doctor of your choice.
We shall be grateful if you will observe the following when booking appointments. These are in place for your benefit and other patients waiting to be seen.
- Try to arrive on time for your appointment.
- Cancelling an appointment as soon as you know that you are unable to attend
- Where possible only 1 problem per appointment
- Not seeing other, additional patients in an appointment
- Not asking for other patient’s prescriptions during an appointment
Auto-Arrival System – Suspended due to Covid
We have an auto-arrival system at both surgeries to enable you to let the practice know that you have arrived for your appointment. This bypasses queueing at reception. It is a touch-screen device that will automatically arrive you on our computer system. There are on-screen instructions in many languages.
Nurse Practitioner Appointments
We have an experienced Registered Nurse with additional qualifications and skills to enable her to consult with patients and diagnose their illnesses, prescribe medicines and advise on treatments. Depending upon a patient’s illness, she is able to perform the appropriate examinations and investigations within the surgery, or refer to other health professionals within the NHS.
The Nurse Practitioner is available for consultation by appointment Mon-Thur.
Where possible, requests for urgent appointments and home visits should be made before 11.00am.
Home visits are made based on information supplied and whether the doctor considers the patient is unfit to attend the surgery. Please remember that, particularly in the case of children who have fevers or rashes, the problem can be dealt with much more quickly and efficiently here at the surgery.
When you request a home visit the receptionist who takes your call will ask for the patient’s full details, including a telephone number where you or the carer can be contacted. This information enables the doctors to assess how urgent the calls are and which visits need to be completed most quickly. Please remember that it will not be possible when requesting a home visit to have the doctor whom you usually see in the surgery visit you. Please make your request for home visits before 11.00am. This enables the doctors to plan their home visits efficiently within their working day.
Did Not Attend (DNA) Policy
Due to the very high number of patients failing to attend their appointments with the GP’s and nurses at Thorne Road and Bessacarr, the Practice has had no option but to introduce a DNA Policy. DNA’s affect other patients, cause disruption to our service and increase waiting times for others. Please see link for further information.