Why can’t I just book an appointment?
To operate a safe service that prioritises those people who need urgent medical attention in a system that has a finite number of appointments to offer in a day, it helps us to know why you would like an appointment.
Why are you offering telephone calls rather than face-to-face appointments?
We are offering telephone calls as first contact but if after discussion, you and the doctor agree that a face-to-face appointment is needed, we will see you in the surgery. Here are some of the benefits:
- You don’t have to travel to the surgery and sit in the waiting room saving you time and frustration when traffic is busy and you have other commitments to attend to such as work and family.
- It allows us to be flexible in the amount of time we spend with someone. If someone needs extra time due a complex or difficult issue, we are able to offer some more time knowing that we don’t have several people in the waiting room who will be getting frustrated because we are running late.
- It is more environmentally friendly with reduced use of transport.
- When face-to-face appointments are needed, they can often be arranged to suit both patient and doctor or nurse. We will do our best to try to work around work and family commitments though for medically urgent problems, we may insist that you come in urgently.
- Many problems can be managed over the phone safely.
We recognise that some people prefer face-to-face appointments and you can discuss this with the doctor or nurse who calls you.
Why don’t you give a small time frame when you will phone? I feel that I can’t do anything whilst waiting for the call
We are continuing to develop our appointment system but currently we have prioritised quick access to GPs and also have to balance this with flexibility over the time spent consulting with each individual and flexibility of time of face-to-face appointments. Morning GP calls are usually 8am-12.30pm and afternoon GP calls 1.30-5.30pm We call twice and manage to reach the vast majority of people within the morning or afternoon session that they have been allocated
If you do need to be called within a particular time frame due to work commitments for example, please state this on the consultation request and we will do our best to accommodate you. Alternatively you can send us a message (*see below) if you already have an appointment booked.
Why is my appointment after 3-4weeks? It’s too long to wait
Every consultation request is triaged by a senior GP based on the information you give. The more information you give us the more accurately we will be able to prioritise your appointment. We triage requests into Urgent (usually same day or within 24hrs), Semi-urgent (within 2days) and Routine (next available routine appt up to 4weeks). We prioritise young children, the elderly and those with problems that may need urgent attention such as those with infections, breathing difficulties or severe pain.
If you have been offered a routine appointment and you think we have not understood correctly the nature of your problem, you can send us a message (*see below) where you can explain when you appointment currently is and why you think you need a more urgent appointment. We will consider what you have said and may bring your appointment forward if it does appear to be more urgent or we may put you onto a waiting cancellation list. We can’t guarantee that you will be given a sooner appointment.
Will I be seen quicker if I phone reception rather than filling out a form online?
Our reception team fill out the same forms online and these are triaged in the same way as requests you fill out yourself. If you can’t fill out a form due to lack of internet access or disability, our reception team will be able to assist you. It is important to remember though that if you submit a consultation request after 10am and you are concerned that your medical problem is so urgent that it can’t wait for the next working day, we do recommend calling reception after completing your online request to highlight your concern.
* Send a message available 6.30am-6.30pm Mon-Fri. outside of these times it will say page not found
Why have you referred me to the pharmacist when I wanted to see a GP?
There are quite a number of conditions that pharmacists can treat including prescribing treatment, under the Pharmacy First Scheme. This includes: urine infections, sore throats, ear infections, sinusitis, shingles, impetigo and lots of other symptoms too. We refer to the pharmacy based on what you have told us. If after assessing you, they feel they can’t help you, they will let us know and we will respond within 24 hrs with an alternative plan to help you. This allows us to focus on the people who have contacted us with symptoms that a pharmacist can’t help with.
Why have you referred me to the First Contact Physio?
Our first contact physiotherapists are trained to help with many common joint and muscle problems and are often more effective at assessing the cause of your symptoms and offering treatment than a GP. They can refer you on for further treatment if this is needed. In the meantime, please speak to your local pharmacist about pain relief or ask us if we can prescribe something for you whilst you wait for their assessment.
Why have you referred me to the Urgent Treatment Centre (Greet Health Centre)?
We are not always able to offer you an appointment at Springfield Surgery as we may already be fully booked, or your condition can be best assessed by a GP or nurse at the Urgent Treatment Centre. These appointments are face-to-face appointments and may be in the evening or at weekends.
