Our Appointments System Is Changing
From Monday 10th June 2024, the way we process GP appointment requests will be changing, and we will be adopting a “Total Triage” model. This means that every request for a GP appointment will be reviewed by a GP first, and our Patient Coordinators will not directly book appointments for the GP.
Why are we making this change?
Demand for services has increased drastically across the NHS, and our current appointments system is not able to keep pace with the increase in demand. Whilst we want to be able to give our patients everything they want, we must ensure patients are getting what they clinically need. The current appointments system is resulting in some GP appointments being booked that are suitable for another clinician/service or that do not require a GP at all. This then reduces access for patients who clinically need a review by a GP.
Unfortunately, with decreases in funding we need to change the way we work to ensure that we are managing demand safely; ensuring that our patients receive the care they clinically need.
What will happen when I want an appointment?
Our Patient Coordinators already routinely ask for the reason for an appointment to best direct patents to the appropriate clinician/service. However, from the 10th June additional details will be taken by our team in order for requests to be triaged appropriately. This includes:
How long the issue has been going on for
- Is it getting better or worse?
- Have you tried anything to help?
- Is there anything you are particularly worried about?
- How would you like us to help?
You will be able to make an appointment request either by submitting an online form or by speaking to a member of our Patient Coordinator team. These same questions will be asked by either route. The appointment request will then be reviewed by a GP, who will triage the request to determine the most appropriate care pathway. This may include (but is not limited to):
A face to face GP appointment
- A telephone GP appointment
- An appointment with another member of our team (such as a Clinical Pharmacist or First Contact Musculoskeletal Practitioner or Paramedic)
- An Extended Access GP appointment (an appointment with a GP at another hub on an evening or weekend)
- Referral to Pharmacy
- Self-care
Either the GP or a Patient Coordinator will then contact you with the outcome of your request e.g. appropriate self-care options or details or your appointment. Should an appointment be required, this may not be on the same day it is requested and could be booked up to two weeks in advance depending on clinical need. You may be informed of the outcome via email, SMS or telephone so please ensure your contact details for each of these are kept up to date.
What if I don’t want to tell the Patient Coordinator what is wrong?
In order for the GP to triage your request, our Coordinators need to take the details of the issue. All our team complete annual training in confidentiality and data protection, and we treat your information in the strictest confidence. Online submission forms are processed by our Patient Coordinators and reviewed directly by our GPs.
Will I still be able to book GP appointments on the NHS App?
No. All requests will be taken either through an online form or via our team. Other appointment types will still be available on the NHS App (such as blood pressure checks and medication reviews).
What about other appointments?
Appointments with other practitioners will not change, and can be booked through the usual methods including:
- Nurse appointments
- Healthcare Assistant (HCA) appointments
- Clinical Pharmacist appointments
- Pharmacy Technician appointments
Will this mean I’m waiting longer on the phone?
The ability to submit online appointment request form will avoid the need to wait on a phone. If you do need to speak to a Patient Coordinator, our call queue times may increase initially as taking extra details will take additional time. However, we are aiming to ensure better appointment access through this change. You can also select the call back function on the phone, to save waiting in the queue.
Can I still come to the front desk to request an appointment?
Yes, however please be mindful that the Patient Coordinators will still require details of your condition(s) which you may not be comfortable providing in an open environment. Your request will then be triaged the same way as it would if the request was made over the phone, and we will then be in touch with the outcome. You will not be able to book an appointment directly at the reception desk.
If you have any suggestions or constructive feedback, please get in touch.
OUR MISSION STATEMENT
Providing the best possible healthcare services within the scope of our resources in a caring, confidential and courteous environment