Access To Appointments – Important Information for Patients (May 2021)

We are delighted that the country is coming out of lockdown and would first like to reassure patients that we are, and always have been, providing primary care services to our patients, including seeing patients face-to-face if clinically necessary.

We really need you, our patients, to work with us in accepting the systems we have in place in order to help meet exceptionally high levels of demand. The surgery operates what is known as a ‘total triage’ model of care. This means every clinical need will be assessed, usually by telephone. This is to ensure that we are able to prioritise those patients who need to be seen, according to their clinical need. We do not operate a ‘first come first served’ basis of patients booking appointments direct with reception. This ensures our capacity to see patients is maintained. Those who really do need a consultation in person will be seen in an agreed timeframe.

If you wish to see a Dr or a Nurse at the practice you have a number of options. Our preferred option still is for you to use this website, or the NHS app, to complete an econsult message. This can be regarding either a medical or administrative issue. We will then contact you back by 6.30pm the next working day. We may be able to manage your problem via a return message, on the telephone or over a video consultation. Please be assured if you need a face-to-face examination this will be organised.

Alternatively, for patients who do not have access to the internet you will need to ring ahead and give some details to our trained administrative staff and a doctor or nurse will call you back.

These measures are in place to help prioritise care appropriately and to offer the best service possible to our patients. Finally, we recognise that the pandemic has been exceptionally tough for our patients, but please remember it has been immensely challenging for our staff and clinicians too. We thank patients who always treat them respectfully. We have a zero tolerance approach to verbal or physical violence and aggression from those who do not.