Our Appointment System.
The appointment system changed on Monday 28th October. We are modelling the changes in line with a system that has been proven to work well in another local practice. We are hoping to try and avoid the need to keep calling back at 8.00am to try to get an appointment by changing the way in which the GPs and Reception staff work. The main changes are:
- You will be asked for a reason for your appointment each time you call – whether it is an urgent or routine problem. This enables the reception team to deal with your problem in the most appropriate way.
- Where an appointment is needed they will assess the level of urgency; what needs to be seen today, or within a few days/weeks, but also what does not need to be seen at all. Our GPs tell us that they regularly see patients that could have easily been helped by the pharmacist, nursing team or even by self-care.
- Our reception staff will be working to guidelines set by our GPs to make sure that you are booked in with an appropriate timescale for your problem and with the most appropriate member of staff for your needs. They may also signpost you to other services where appropriate. Please be aware that all practice staff observe strict guidelines regarding confidentiality.
- There will be no telephone triage service – we want to use this GP time more efficiently to see medically urgent patients face to face. If you meet the criteria to be seen urgently then an appointment will be booked for you.
- GP appointments will be bookable up to 2 weeks in advance. This will ensure we don’t lose appointments if patients forget to attend and focus on seeing you within 2 weeks (where appropriate).
- Appointments that can be booked in person or over the telephone and those available online will be protected. This means those making online bookings are not competing with others ringing the surgery, or turning up in person and vice versa. We make a commitment to making 25% of our GP appointments available to online booking, in line with NHS England requirements.
- If you need a telephone consultation or follow up appointment with a GP following tests/scans, etc. these will be booked for you by our reception team (as requested by the GP) on receipt of your results. Please make sure we have your up to date telephone numbers on record.
Our goal is to provide the best service possible within the resources that we have and these changes are designed to help improve overall accessibility and patient experience. Your cooperation and support is most appreciated.
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:
- To 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
You can now contact the practice electronically by filling in the form at this link: https://florey.accurx.com/p/C81110
We will review your query and get back to you within 2 working days. This method of contacting the practice is for routine queries only.
Examples of reasons you may contact us:
•You have a medical problem and you aren't sure if you need to see a clinician about it
•You have a medical problem but you aren't sure who to book an appointment with (GP/Nurse/Physio/Pharmacist) and would like some advice
•You have been given some medication but are having side effects and would like to know if this can be changed to an alternative medication
•You need a fit note for work
•You have a general query and would rather contact us electronically than over the telephone
If you need to book an appointment then you will still need to call the surgery to arrange this. We will not book appointments via the patient messaging service.
** ONLINE BOOKING SUSPENDED **
Please note that online booking of GP appointments using SystmOnline or the myGP app has now been suspended. Please call us on 01283 732257 to book a GP appointment. We are currently unable to advise when online booking will be available.
Only pre-bookable doctor appointments will be available to book 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. If you require an on the day appointment you must call the surgery, these will not be available online.
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.