1) Our waiting list – we know we cannot please everyone, but this was created in an aid to stop patients from having to ring up regularly for routine appointments (previously, we used to say, the appointments are not on yet so try ringing back in XX days or weeks). This is new and we will keep trying to tweak it. So, a routine problem should get a text message (with a self-booking link) or a phone call from us in about 2 weeks to book into and you should have an appointment within 4 weeks in total from initial appointment request. This should also allow patients to book into the GP of choice to help with continuity.
2) Our appointment system – we have routine appointments, urgent same day appointments and an oncall GP for real urgent problems when we have no other appointments left. They are triaged by the reception team (who have been given training and a brief assessment tool by the GPs at the practice to assess your needs, and you may be referred to another service if appropriate.
3) Having to wait longer at the moment for a routine appointment – this is because we have made all appointments from Monday 22nd December to 2nd January as urgent same day appointments to ensure your health needs are met over the festive period.
4) Why are the GPs all part time and not full time – Some GPs work in other roles eg PCN, LMC which look to improve services in the locality and some only work (clinically) as 3 days as working full time (5 days) as a GP is mentally tiring and we need to ensure the best decisions are made by them and the more patients they see, the clinical judgement may deteriorate. GPs working days are long and its not just about seeing patients, they also have to read and act on hospital letters, sign prescriptions, respond and act on requests from other NHS services about patients, complete home visits and then squeeze in meetings for clinical updates etc and a little time for lunch.
5) Why do I wait so long to get through on the phone – We know sometimes the waits are longer than what we would want but we have sickness in our team too. We do try and have as many staff as possible on the phones at 8am to help with the queue. The reception team have other jobs to complete during the day along wth answering the phone eg responding to eConsults, emails, messages from other health care professionals, prescription requests, scanning hospital letters into the notes, registration processes, BP machine loaning, responding to safeguarding reports, manning the reception desk.
6) We do really care and we do really want to very best for our patients, but we know we cannot do it all with the resource we have or have been given. If you have any concerns about the service, please let us know so we can review. You can contact us by email nencicb-ng.a85016@nhs.net, in person or by telephone. The Practice Deputy Manager is Lisa and the Practice Business Manager is Julian.
7) Use of the NHS App – This allows you to view digitally view your appointments at the practice and the hospital. You can order your prescriptions online and see your medical records. The practice send text messages and appointment reminders to you and these will start to go through the NHS App as a notification (please turn on the notifications on the app). The NHS are starting to send though the app as it costs the local NHS £2m per year to send texts out to patients and this money could be better utilised.