Why is it only on the day appointments?
We operate an on the day appointment system. This decision is made by the partners and is set to prevent multiple failed appointments. Patients fail to attend on the day appointments but with pre-bookable appointments, it is far worse. The way we operate the practice is an internal decision to maximise time, efficiency and prevent wasted NHS resources. Most GP surgeries operate this way for the exact same reason. Pre-bookable appointments elongate wait times for patients and minimise accessibility for patients and this is not in their best interest. We are constantly reviewing our systems to ensure our resources are utilised in the most efficient way possible. the system we currently have proven most effective. We appreciate this may be frustrating and it may not seem like it, but the practice is run in the most effective way and in the best interest of patients. We are working hard to answer your calls and appreciate your patience.
Why is it so difficult to get through on the phones?
Our patient list is near to 14,000 and our phone lines are available from 8.30am with an on the day appointment system. This is our busiest and most demanding time and we appreciate access can be difficult. There is an influx of patients calling at 8.30am for an on the day appointment. We encourage patients who have to call the practice for results, general enquiries or anything routine such as an appointment with the practice nurse to call from 10.30am onwards. Our phone lines are open from 8.30am-12.30pm and 2pm-6pm.
Why am I seeing an ANP when I specifically asked for a GP?
There is a nationwide shortage of GPs and Advanced Nurse Practitioners (ANP’s) are employed to increase patient access to the health service. A GP cannot be responsible for every patient issue and so we operate by signposting patients accordingly. For example, if it can be dealt with by a Pharmacy, Dentist, Nurse, or ANP you will be directed to the appropriate health care service. If appropriate, the GP may ask to go to hospital, or if emergent, to call an ambulance. Our staff are all trained to direct you to the most appropriate level of care. This is in the best interest of patients safety and maximising NHS services.
Why do I need to tell the receptionist what is wrong with me?
The GP partners empower our staff with this responsibility. Our staff are trained to sign post patients to the appropriate service. It is their job to ask this and allows staff to allocate patients to the correct service. This could mean directing a patient to a nurse, ANP, GP, Dentist, Optician, A&E or Pharmacy.
I don’t need to go to hospital or call an ambulance, I want an appointment with my GP.
When you call the practice, our admin team will ask you about your symptoms. Staff are trained to know certain symptoms require an ambulance or an A&E visit. If the staff are unsure, they will consult with the on call GP who will decide the most appropriate route. If the on call GP advises an ambulance, this is in your best interest and for your safety. This is not because our appointments are full or to dismiss the patient in anyway. Patient safety will always be our number 1 priority.
Complaints
We are an NHS practice dealing with overwhelming demand however this will not limit your care. We welcome your feedback and if you have had a poor experience, we want to hear your complaint. Your opinion matters to us! We are constantly working to improve our services and the patient experience. Unfortunately, some complaints are bigger than us. We cannot resolve the frustration patients have with the NHS. We cannot increase a GPs availability. We cannot increase accessibility to the practice. We CAN continue to monitor and review our systems to ensure we are performing to the best of our ability.
Management
Our practice manager is a new addition who is reviewing our systems and protocols. We ask you to bear with us over the next few months. We are a big practice with a big team and change takes time. We have 7 GP Partners, a Practice Manager, 3 Assistant Managers, 3 ANPs, 2 Practice Nurses and an extensive administrative team all working together to deliver the best care. Change for the better is coming.
Referrals
Our clinicians will refer you to the appropriate department or for further investigation or testing if required. We have no control over wait times, however, if your condition does deteriorate, please let us know and do not wait to hear from the hospital for your appointment. There may be ways we can manage your issue in the interim.
Results
A full blood results can take a full 7 days to come back to us. We can receive the results back in parts which is why we ask for a full 7 days for patients to call and check their results. You will hear from us directly if your bloods are checked by a clinician and require an appointment to discuss in more detail.
Staff
Our staff are your first contact and sadly, they do get a lot of abuse from patients. We have a Zero Tolerance policy and will not accept any abuse towards our staff. Our staff work very hard to do everything they can for patients. We ask for your patience and understanding with them. Our staff are not there to be targeted with anyone’s frustration. Our staff are working with limitations and restrictions and are doing their best. Please treat us the way you would like to be treated.