March 2019 Update on appointments
We have been very aware that our appointments system is causing a lot of unhappiness amongst our patients. We have been reading the patient feedback forms and have been discussing with staff how to better manage our appointments. We are trying to make some changes to enable better appointment availability and better access to a GP of patient’s choice. As a result we are planning to make some of our routine GP appointments bookable in advance. These will continue to be telephone consultations in the first instance with the opportunity to discuss and arrange a surgery consultation or follow up as appropriate during that telephone consultation.
Most of our routine appointments will still only be available to book on the day. Emergency/urgent appointments will remain unchanged. We hope to trial this for a couple of months and your feedback during this time would be greatly appreciated.
All telephone calls to and from the practice will be recorded in order to check any instructions given to us, for training purposes, for crime prevention and to improve the quality of our services. A message will inform you of this each time you ring the practice. Please be aware that calls will also be recorded when anyone from the practice rings you.
Please note that our telephones are busiest at half past eight each morning. We have a queuing system that can hold up to twenty-five calls at any one time. Unfortunately if there are more than twenty-five people in the queue then the phone system will ask you to ring back. If you are ringing with a routine question or query rather than to request an appointment, it would be much appreciated, if it is suitable for you, that you ring after nine o' clock. Thank you for your help.
• We are a total telephone triage practice. This means that when you call to book for an appointment, the receptionist will ask the nature of your call. They will follow guidance provided by the GPs in the practice and will signpost you to the most appropriate healthcare professional. You may be advised to contact your local pharmacist, or may be booked in for a telephone call with a GP (who may arrange to see you, or arrange for a Practice Nurse to see you, in the practice that day) or could be directed to other services you can self refer to. The receptionist may be able to directly book certain appointments for you such as blood test appointments, physiotherapy appointments, chronic disease reviews and smears.
• Please note that each available doctor has a set number of routine phone back appointments each day and that once these are all booked you will be asked to ring back another day if you have a routine problem. Please bear in mind that on particularly busy days, all routine appointments may be booked up early in the day. Appointments are available in the morning and afternoon. Occasional evening appointments are available, which can be organised by the GP after telephone triage.
• If you are unable to get through on the telephone, you may wish to register for online appointment booking, details available below, or you can call in at our reception desk.
• For urgent medical assistance, emergency appointments are available all day and you can call anytime after 8.30am.
• For general enquiries that reception can help you with, you can call between 8.30am and 6pm.
• To make an appointment with a nurse or appointment for bloods you can call anytime between 8.30am and 6pm. *However, as the telephones are particularly busy first thing each morning with patients looking for GP appointments, it would be very helpful, if possible, if you could telephone after 10.00am.*
• To enquire about results please call anytime - but please bear in mind that the telephone lines are busiest first thing. We recommend ringing between 10.00am – 6pm.
• Please note that we will not accept requests over the telephone for repeat prescriptions sick note requests; these should be requested in writing and can also be emailed or requested via our website.
How does our Telephone Triage System help patients?
• It reduces the waiting time for you to talk to or see a GP or nurse.
• It avoids wasting your time in coming to the Health Centre when you may not need to.
• It increases your safety by ensuring that you can talk to a GP on the same day as you call us.
• A doctor is always available to discuss any urgent medical problem.
Strathesk Medical Practice Online Services
We are pleased to announce that we are now able to offer a safe and secure online appointment booking service in partnership with www.patient.co.uk
- You must register to make use of these services, and agree to our terms and conditions. You can download our terms and conditions to register by clicking here.You can hand your terms and conditions form in and collect your login details from our reception desk. You then activate registration online.
- Alternatively you can email your signed terms and conditions to us at email@example.com We will post your login details to you, which you will then use to activate your registration online . We are unable to email your login details to you due to email security issues.
- Once you are fully registered for our online services, you can sign in by clicking here.
Please read more about this service below:
- Each day a selected number of routine GP telephone appointments will be available to book via our website.
- The appointments will be available to book Monday to Friday on an on the day basis from 8.30am.
- You will be booking a GP telephone appointment, with the understanding that should you need to be seen in person, this will be arranged between you and your doctor.
- You can choose the doctor you would like to speak to.
- Information you provide with your booking will be passed to the doctor, and you should include the reason why you wish to speak to the doctor, the phone number the doctor should call, and the specific times you are available.
- Although you will be booking a specified time slot on the website, we cannot specify what time the doctor will telephone you.
- When you have booked your appointment, you will receive a message which states "You have successfully booked your appointment with Dr (Name) at (Time) on (Date) and we look forward to seeing you". We apologise that this message is inappropriate, and regret that we cannot amend this setting via patient.co.uk. As stated above, you will receive a telephone call and should not attend the surgery at the time stated in the message.
- You can cancel online booked appointments via our website.
- The online booking service should not be used for emergencies. Please telephone the practice if you need to speak to a doctor urgently.
- When you are registered, you can sign in via https://patient.emisaccess.co.uk/account/login
The practice is involved in teaching medical students. The receptionist will tell if you if a student is to be present during your consultation.
If you cannot attend an appointment for any reason please inform us as soon as possible in order for us to give the slot to someone else.