Access to Services

ROUTINE APPOINTMENTS | EMERGENCIES | TELEPHONE REQUESTS | ADVANCED APPOINTMENTS | DNA's

Routine Medical Appointments. All consultations in surgeries are by appointment only. Please note appointments for medical reasons will be given priority over those for Disability Living Allowance, insurance reports and other non-NHS requests. It is important you let reception staff know if you are attending for something other than medical treatment or advice, so that the Doctors may be prepared by having notes, or other relevant information, to hand.

48 Hour Access (Doctors & Nurses). 48 Hour Access appointments are available each day. These appointments are to cater for the on-set of medical conditions that are not an emergency but require medical treatment. These appointments may be with an un-named Doctor - it is not possible to specify which Doctor you want to see. Appointments are released 48 hours (2 working days) in advance and are booked on a 'first come, first served' basis (i.e. Appointments for Thursday are released @ 8.30am on Tuesday).

Emergency Appointments. Emergency Appointments are available every day with an un-named Doctor. An emergency is the on-set, or exacerbation, of symptoms in the last 24 hours necessitating immediate medical treatment . Please advise Receptionists accordingly. Medical emergencies will be seen by a Doctor as soon as possible on the day. Emergencies include, but are not limited to, the following: Acute asthma attack; Acute mental health problem; Serious injury; Serious infection; Emergency contraception.

IN THE CASE OF AN URGENT MEDICAL EMERGENCY

SUCH AS SUSPECTED HEART ATTACK OR STROKE

YOU MUST TELEPHONE 999 IMMEDIATELY

Evening Surgeries. Evening surgeries were started to help those patients working outside the home who find it difficult to get time off during the day. These surgeries are held on Monday evenings only. They start at 6.30 pm and are by booked appointment only . Appointments for this surgery can only be cancelled during normal telephone contact hours.

Audit of this service, including patient satisfaction, demand and a DNA (Did Not Attend) report will be used by the Eastern Health & Social Services when making a decision for future funding. Patients must arrive promptly as the Surgery doors will be locked at the earliest opportunity for the security of Doctors, Staff and Patients.

Home Visits. Should you require a home visit please contact the practice before 10am . Receptionists will take a detailed message which is passed to a Doctor. Patients should be aware that Receptionists cannot approve or organise home visits . Doctors may contact patients by telephone and will then determine if a home visit is required.

Telephone Requests. When requesting a telephone call from a Doctor, details must be given to the Receptionists including patients' details and contact telephone numbers. Patients must provide as much information as possible to our Receptionists so they may pass accurate information to the Doctor. Doctors will telephone patients at their discretion.

Patients should remain available at a telephone as Doctors are not always able to make second or third calls to contact patients, nor can they necessarily accept return calls from patients who have missed a call. This system is required to enable Doctors to prioritise demands on their time and deal with emergencies. Nurses may also telephone patients on request to clarify test results or make arrangements for special clinics or services.

If you are telephoning about a medical emergency please state this clearly to the Receptionist who will endeavour to put you through to a Doctor as quickly as possible. DOCTORS WILL NOT TOLERATE ABUSE OF THIS PROVISION.

Doctors are not always on the premises, therefore, in the event of an urgent, medical emergency which may require immediate treatment, patients should:

Contact the ambulance service via '999'.

Out of Hours. Registered patients of the practice who require a Doctor, or medical advice, outside of normal surgery hours, weekends and holidays, should contact :

9079 6220

DNAs . Unfortunately, the practice experiences a high number of 'missed appointments' where the patient has not cancelled their appointment and fails to turn up at the agreed time. These wasted appointments affect the availability of appointments for other patients.

Advanced Booking. Appointments may be booked with a specific GP of choice up to 4 weeks in advance. During holiday times, or in the event of illness, availability of a particular Doctor may be affected. Appointments may be booked with a Nurse or Phlebotomist up to 2 weeks in advance.

Waiting times in the surgery. Please appreciate that the length of time required by each patient in a consultation is variable and unpredictable. From time to time, a medical emergency or sudden death will require a Doctor to leave the premises unexpectedly. We would ask patients to understand it is impossible for the Doctor, or Nurse, always to keep to a rigid timetable and delays may occur.

We would remind patients that all Doctors in the Practice are responsible for your care. It may not always be necessary to see the same Doctor and, in some instances, our nursing staff may be able to assist you. All patients' medical records are computerised and access is available to all clinicians in the practice to ensure continuity of care.

Abuse of the appointment system, including obtaining emergency appointments for invalid reasons, cannot be allowed. Patients are requested to be considerate by cancelling appointments in sufficient time so may be given to others.