Why does the receptionist need to ask what is wrong with me?
It is not a case of the receptionists being nosey!
Reception staff are trained to ask certain questions in order to ensure that you receive:
- the most appropriate medical care
- from the most appropriate health professional
- at the most appropriate time
Our Doctors have asked our receptionists to collect brief information from patients where necessary:
- The help doctors prioritise house visits and phone calls
- To ensure that all patients receive the appropriate level of care
- To direct patients to see the nurse or other health professional rather than a doctor where appropriate
Reception staff, like all members of the team, are bound by confidentiality rules:
- Any information given by you is treated strictly confidentially
- The Practice would take any breach of confidentialitiy very seriously and deal with accordingly
- You can ask to speak to a receptionist in private away from reception
- However if you feel an issue is very private and do not wish to say what this is then this will be respected
We ‘release’ pre-bookable appointments every day at 8am up to 4 weeks in advance which offer a range of available times and dates throughout the week to suit as many patients as possible.
No GP appointments can be booked more than 4 weeks in advance.
Appointments are for 10 minutes and for one person only. If you feel you need more time than this, please ask for a double (20-minute) appointment. Although we try to run to time, sudden emergencies or patients requiring more time than allocated can cause us to run late. If you are delayed for these reasons your patience is requested. Remember: it could be you!
We also ask you to arrive to your appointment on time to allow our clinics to run as near to time as possible.
We appreciate that it is sometimes difficult to get an appointment at the time you want or with the doctor you would prefer. Whilst we are trying everything we can to improve our appointment system, we have limited resources and cannot offer unlimited appointments. As in all parts of the NHS, our funding is being reduced rather than increased and this is affecting all areas of our work, including the number of appointments we are able to offer. Please bear this in mind when you are calling the surgery.
Please call us on 01283 732257 to make an appointment.
Hub Update: extended access and appointment choices
Do you know that under a pilot scheme funded by NHS England Wellbrook Medical Centre is one of 9 local GP practices who are working together to try new models for improving access and offering additional appointments to our patients.
Hub appointments can be booked by our Reception team on a daily basis and are for acute (recent) problems. You will be treated by a GP or Advanced Nurse Practitioner, who (with your consent) will have access to your full medical records. Some appointments for dressings are also available at the weekend with the Health Care Assistant.
Hub appointments are available as follows:
Weekday hub from 6.30pm - 8.00pm (6.00pm – 8.00pm on Mondays) at:
Hollybrook Medical Centre
Derby DE23 3TX
Saturday appointments from 8.00am - 2.00pm at:
Haven Medical Centre
690 Osmaston Road
NEW!! With effect from Sunday 26th November:
Sunday appointments from 9.30am – 12.30pm at:
Wellbrook Medical Centre
The following groups are not suitable for Hub appointments (including those held at Wellbrook):
•Babies under 12 weeks old
•Chronic disease or long-term condition management that requires continuity of care
•Severe mental health problems
•Patients identified with a potentially life-threatening medical condition which requires referral to urgent or emergency care settings
To access their website and for any further information, please click on the following link Derby City South Health Care
Only doctor appointments will be available to book online. Nurse appointments will not be available online.
SystmOnline links directly to our appointment system at the surgery so you will get a live view of the appointments available at the time of booking. The only appointments that you will not be able to book are appointments for that day. If you need to be seen on the same day you are looking then you will need to telephone the surgery.
To register for our online services you will need a user name and password to be able to log into the website and this must be requested in person at the reception desk. You must provide photographic ID that has your name on (e.g. passport, driving licence). Patients under 16 years old must still provide photographic ID and can be given access via their parent or guardians record. 16 years and above must attend the surgery in person to register.
You can also:
View future or past appointments
Change your contact details
Request any repeat prescriptions
View a summary of your record
There is also a SystmOnline app that is available for iPhone and iPad users that can be downloaded for free from the App Store – search for SystmOnline.
To access the appointment system, please click on the Appointments icon at the bottom of the home page or click here.
Quick Patient Guide to using SystmOnline
These are pre-bookable up to 6 weeks in advance.
Nurses appointments vary in length of time therefore, the Practice Administrator will ask what the appointment is for to enable us to book the right time frame.
‘Sit and Wait’ Clinics
Sit and Wait clinics are now for medically urgent problems only.
If you confirm to our PA’s your problem is medically urgent for that day you will be asked for your details and a contact telephone number, the Duty doctor will then call you back to assess your problem and either give you advice over the telephone, organise for you to attend the urgent sit and wait clinic or advise you to make a routine appointment. The duty doctor will give you a time to arrive at the surgery, either on or shortly after 12noon. You will need to wait your turn to be seen. You will normally be seen in order of booking, although doctors reserve the right to see patients out of order for clinical reasons. You do not have the option to choose a specific doctor but you can ask for it to be male or female.
Please note that urgent appointments are strictly for one problem only, if you feel you need more time or have further problems to discuss, please mention to the PA when you contact the surgery as a routine appointment may be more appropriate.
If you later decide you do not want to attend, we ask you cancel your appointment as normal.