HOW TO GET ADVICE AND TREATMENT
When you are feeling unwell or need medical advice we want to help you as quickly and efficiently as possible. To do this we ask you to speak to a receptionist who will pass your request to a Doctor. A Doctor will then call you back for an initial assessment on the phone, and to arrange whatever is appropriate to address your situation.
If you or the patient is in a critical condition – such as acute chest pain, severe breathing problems, suspected Stroke, serious bleeding or head injury, or anything else for which very urgent medical attention is required, then immediately call 999 for an ambulance.
If you simply need medical advice then you can look at www.nhs.uk or call NHS 111 free 24 hours a day.
For all other conditions, this is how the surgery's system works:
If you can wait a few weeks to see a Doctor then you can make a pre-booked appointment, either through reception or on line (ask the surgery for details of the on-line service if you are not already registered for it).
For all other immediate medical problems, call the surgery on (01296) 713434 between 0830 and 1700 on Monday to Friday. Select option 1 to get through to a receptionist.
- Give the receptionist a brief explanation of your health problem and how urgent you think it is – this will help us to get you the most appropriate help and give the most urgent cases the highest priority.
- Tell the receptionist if you would like to speak to a specific Doctor if that Doctor is available.
- Give the receptionist your full name and the phone number on which a Doctor can call you back – and indicate if there are any times when you will not be able to answer your phone. If you are calling on behalf of someone else who is the patient, then also give the patient's name.
A Doctor (or another medical staff member if appropriate) will call you back as soon as possible to assess your condition. Generally this will happen later the same day – but if you call in the afternoon the call back for non-urgent problems may not be until the following working day.
During the call back the Doctor will provide advice and will decide what further help you need, if any, such as :
- an appointment may be made to see a Doctor in the surgery
- a prescription may be issued for you to collect from the surgery
- an appointment may be made with a nurse or other medical staff member, depending on your needs and who is best qualified to deal with them
- the Doctor may advise you to contact another healthcare provider, such as a pharmacist, dentist, optician, hospital minor injuries unit or casualty department, or to call an ambulance.
Please let us know if you cannot attend an appointment that has been made for you – there will be someone else we can offer it to rather than it be wasted.
Overnight and over weekends
When the surgery is not open, please call NHS on 111, who will be able to offer advice and tell you how to contact the appropriate local out-of-hours medical services.
Doctor Running Late?
We apologise for running late and for keeping you waiting.
There are several reasons for this and we offer some suggestions to help.
Patients Come To a Single Appointment with Many Problems
This is probably the main reason the doctor does not run to time.
The time allocated for your appointment – ten minutes – is usually only sufficient for the doctor to deal adequately with a single problem (although we will never cut a consultation short as we do believe in giving your problem due consideration if it takes a little longer to deal with)
If you feel you will need to spend more time with the doctor, or have a number of issues you wish to discuss, please book a double appointment.
If we have called you in for review we will not have time to deal with any other issues within the same appointment; please book an additional appointment so we can allocate the time that you need.
Patients Arriving Late For Their Appointment
Please try to arrive on time for your appointment. If you are late every patient seen after you will probably be seen late
Although we will usually try to “slot you in” somewhere if you are late, you may have to wait until the end of the surgery. We cannot guarantee we will be able to see you.
Other Family Members, Friends Wish To Be Seen At the Same Time
Please could we request one patient only per appointment?
Due to the nature of our work, unpredictable, inevitable and unavoidable emergency telephone calls, requests for help from other staff members, emergency consultations and home visits do occur. We ask for your understanding and empathy when these situations arise.
If your doctor is running late, it is likely to be for a good reason and we will be happy to provide you with an explanation. We will endeavour to keep you up to date on how the clinic is running but please do not hesitate to chat to one of our receptionists who will be happy to find out for you.