IMPORTANT MESSAGE TO ALL PATIENTS: 26th OCTOBER 2021

We only have capacity to deal with urgent issues for the rest of this week and regret we need to ask all patients to defer contacting us about routine matters.  This is due to a combination of record levels of demand combined with significant clinical staff shortages.  We regret having to make this decision but have done so to ensure we can provide necessary urgent care to our patients this week.  Patients with an urgent need should please telephone us

Our econsult facility is therefore not available though all econsults already submitted will still be processed. 

The econsult service will be replaced next week with a new system designed to better help prioritise the urgency of cases and deliver an improved online patient experience.  Please watch our website for a more detailed news item which will be published soon giving more information. 

All of our staff are working extremely hard, we are seeing patients face to face who need to be seen and the number of clinical consultations is higher than ever before in the practice’s history.  You can be assured that our clinicians and staff are doing the absolute best they can with the resources available so please be patient with them at this time.

Telephone & Face to Face Appointments

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Appointments can be booked online, over the phone or in person.  Our GPs have asked their trained administrative staff to establish a brief understanding of your needs when you phone so that they may advise you appropriately and book whatever type of appointment would best meet your needs.  This could mean that they book you an appointment, or may suggest a clinician gives you a telephone call first so that your issue is handled with the most appropriate clinical urgency.  For non-urgent issues they may book you a telephone or face-to-face consultation in a few days time with the clinician who knows you well, or who may be dealing with a particular issue for you at that time.  It is always helpful for our staff to understand which clinician knows the current situation with your healthcare the best as they are usually going to be able to provide the most effective care and advice to you, so please do mention that clinician's name when first contacting us.  A clinician does not always need to see a patient face-to-face and dealing with some issues over the phone saves patients time in coming to the surgery and enables the clinician to manage their workload.  In turn this also helps reduce the burden on car parking space for those patients who do need to physically come to the surgery.  We are aware parking can sometimes be difficult and regret that we are not able to expand our car parks further.

For issues that cannot wait for a routine response we aim to ensure that either a telephone or face-to-face appointment will be available with a primary care professional that same day.  Even if our clinician telephones you first, be assured that if you need to be seen then an arrangement will be made for you to see a member of our duty team that day and we will endeavour to offer as many options as possible as to site location and time of day.  We have a skilled team including acute illness nurses, advanced nurse practitioners, specialist paramedics, GPs in training and qualified GPs at the surgery. They work together and mutually support each other.  If your initial appointment is booked with a clinician who is not a GP, be assured that one is always on hand should the clinician need their opinion or advice. 

* We also offer evening appointments every Wednesday with doctors, nurse practitioners or members of the nursing team from 18:30-20:00 at Pool.  Ask for an 'extended hours' appointment if you find it difficult to attend during the normal working day..

Practice Nurses

In a number of cases it might be worth considering an appointment with a practice nurse rather than a doctor. Practice nurses are qualified to deal with many ailments and you may be seen more quickly. Our nurses hold daily surgeries for things such as wound management and dressings, cervical smears, injections and blood pressure checks.

Cancellations

If you cannot attend an appointment for any reason please inform us as soon as possible in order for us to make the appointment available to someone else.  Every week many patients do not attend their appointments and the wasted time would amount to at least another full-time GP being available at the practice for other patients. 

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