We have tried to deliver the service that the government and NHS directives have requested of all surgeries to reduce DNA (Did Not Attend) rates and give patients 24-48 hour access to a health professional.
The 48 hour Appointment System introduced in May 2001 was successful in reducing the number of DNA's from 140 (17%) per month to 50 (5%) per month.
However, it has not pleased our patients. The number of complaints regarding the 48 hour rule and 1.00 pm request for afternoon appointments has increased. From Monday 8 September 2003 patients can request an appointment with a doctor on that day for the whole day and not have to wait until 1.00 pm for an afternoon appointment.
If patients wish to book in advance all appointments between 8.00 am and 9.00 am are pre-bookable.
All other appointments will be released on the day. So ring up in the morning from 8.00 am and we will try to accommodate you.
We have increased the number of receptionists in the morning from 2 to 3, so we hope this will help with answering the telephone lines.
We have also asked patients to use an alternative method of requesting repeat medication to help free up receptionists and the telephone lines.
We would like to take this opportunity to thank you for your patience and thank you for your co-operation.
At all times, appointments are made on Tel No: 01278 444411.
Routine check-up appointments should only be made Tuesday to Friday.
We need to keep Monday appointments free for patients who have been ill over the weekend.
For all new medical problems, either Tel: 01278 444411 or call at reception. You will either be given an appointment within 48 hours (or urgently if necessary) or the doctor will return your call within a short time to assess and advise.
When making an appointment please give the receptionist your name, address and any details that are relevant for the appointment. The receptionist might ask some general details about the problem. This is in order to give you the best kind of appointment with the right person.
If blood or other samples are needed, please tell the receptionist as we need these samples in the morning to enable them to go to the hospital.
Remember, Saturday is not a normal working day.
For people working away from the area, surgeries are held on Saturday mornings in addition to early morning and late evening surgeries on certain days. Otherwise, the Saturday morning surgery is for emergency problems that cannot wait until Monday.
Thank you
Please note the following test/checks require 20 minute appointment slots:
As we are a Training Practice for Registrars we sometimes would like to take video recordings of patient's consultations. We would of course, ask your permission well in advance and if you would prefer not to have your particular consultation on video we are more than happy to oblige and switch off the video. This will be used to help teach the registrar how to improve such consultations. If you agree to be recorded you will be asked to sign a consent form. No intimate examinations will be recorded and the camera can be switched off on request.
All video recordings are made under the rules laid down by the National Training committee. The video tape is as confidential as your medical records and will be kept with the same security used for educational purposes and then erased. If you do not want the video-camera to record your consultation, then all you have to do is tell the receptionist. This will not affect your consultation or treatment in any way.
Locum Doctors are appointed if a Doctor is on holiday or ill. When making an appointment we always advise if a locum has been appointed to cover planned Doctors leave. In the event of illness you will be advised that a locum is running a certain surgery session.
The morning after pill has to be taken within 72 hours of unprotected intercourse. Because of our daily and weekend surgeries, you should never have difficulties in obtaining the morning after pill at Redgate. You only have to tell the Receptionist that it is essential that you see the doctor today, you do not have to tell her why.
We ask patients to telephone after 3.00 pm for their results. The surgery tends to be slightly less busy and additionally many of our results are not returned until lunchtime.
In order to maintain confidentiality, results can only be given to the patient concerned or parents of children under 16. Do remember only broad details can be given over the telephone eg, normal, test needs repeating, please see the doctor. The receptionists are not trained to interpret the result. If you do not understand a comment or are worried, please speak to the doctor concerned.
If you wish to speak to a doctor, it is best to contact the surgery before surgery commences. Interruptions during surgery are upsetting for the doctor and patient. You may be asked to ring back or leave a contactable telephone number, so the doctor can contact you.