How to Make and Cancel an Appointment

Care Navigation (Signposting)

Over the coming months you will notice your receptionist begin to ask for a brief outline of your problem when you ring to book an appointment.

This is because we are introducing something called “Care Navigation”. It means we are training receptionists and clerical staff to help them help patients by identifying the most appropriate place for their care.

Through this specialist training, our practice team will be able to direct you to the most appropriate health clinician for your needs first.

A child dressed as a doctor

Receptionists will never offer clinical advice or triage; this new way of working is about offering you the choice to see more appropriate professionals in the practice team or even somewhere else. If they can deal with the problem directly, it will often be quicker and means you may not need to see the GP at all.   More Information...

 

Patient access

Patient Access logo

Book face-to-face or remote appointments with your GP, nurse or clinician at a time that suits you.

Your details and information are protected by the highest standards of online security, so all you need to worry about is what to do with the spare time you’ve earnt.

USE PATIENT ACCESS

 

Problems booking online appointments?

Use the Patient Access Support Centre before you call us.

 

Appointments

You can either ring one of our surgeries to book an appointment or book an appointment online. You can choose where you would like to be seen.

Urgent appointment slots are usually available same day but do go fast and are all subject to availability.

We are currently extremely busy with regard to GP appointments so if your condition is non-urgent you can expect to see a GP within 3-4 weeks, though you may have to wait longer if you want to see a particular GP. You also have the option to book ahead if this is more convenient to you.

Image of an open diary

Nurses based in our practice treat patients for a wide range of common conditions. You will be asked by our receptionist to give a reason for your appointment. This is to make sure that you will see the correct clinician and we provide the correct clinician sufficent amount of time to carry out the appointment.

Tell us if you are in a telephone box. We will ring you back. Say straight away if your call is an emergency.

Each appointment is for one person only. If more than one person needs to be seen, please let us know so the necessary number of appointments can be booked. Please also note that appointment slots are for 10 minutes and normally for one medical problem. If you feel you would need a longer slot then please ask the receptionist who would then look to book you a 20 minute slot.

Tell us if you want someone to accompany you during an examination or if you need a private room to discuss any matters. Remember that the results of tests can only be given to the patient due to patient confidentiality.

If you want to talk to a doctor on the phone, he or she will be informed of this by reception. You will receive a phone call back when it is convenient for the GP.

 

Appointment reminders

We have a text messaging service (iPlato) and patients will receive up to two texts prior to their pre-booked appointments. Text messages are not sent for emergency on the day appointments.

 

Not Attending Appointments 

In the month of April,  48 people did not turn up for their pre-booked appointment and did not contact the surgery in advance to cancel/change the appointment. The effect of these are:

  • an increase in the waiting time for appointments
  • frustration for both staff and patients
  • a potential risk to the health of a patient

Due to an increase in the number of wasted appointments through patient's failing to attend without informing the surgery it has become necessary to implement the following policy:

If you repeatedly fail to attend appointments you may be removed from this practice list and may be required to find an alternative doctor.

If you cannot attend your appointments for any reason please let us know as soon as possible, giving at least 24 hours' notice. We can then offer the appointment to someone else.

Thank you for your co-operation

 

Keep It or Cancel It poster

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