Change of Appointment System - 3rd April 2019

Dear Patients

We would like to inform you that we are introducing a new triage appointment system which will commence on 3rd April 2019. 

We have been listening to patient feedback since the merger and as you are no doubt aware, most of the difficulties at present for patients is getting through on the phone in a timely manner and then being able to get an appointment. We now have 11,500 patients and receive a high volume of calls on a daily basis. 

With the new triage system you will be required to telephone in the morning and our reception team will ask you the reason for your call. We ask as it helps the triage practitioner to prioritise your call based on need.  The reception team will add your name to a triage list.  Please ensure that we have your most up to date contact details.  The Practitioner will call you to discuss your concern and has the ability to book you an appointment where appropriate. Appointments will be available in the morning or afternoon.  There will be a duty doctor on call for any further emergencies during the afternoon.   Recent patient feedback over the merger also indicated that not all patients wanted a face to face appointment and so the Practitioner will be able to deal with some of your concerns over the telephone.

If your call is medication/prescription related then the reception team will be able to transfer you direct to our prescriptions clerks, add a telephone call to our Pharmacy Team or make an appointment with our Pharmacy Team who are able to prescribe.

We are currently recruiting two new receptionists to help with the high volume of calls we receive.

We would like to thank you all for your patience and understanding and hope that the introduction of this new system will enable a more positive, efficient patient experience.