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Online Access for GP Advice And Triaging Appointment Requests - AccuRx Online Request

n respose to feedback from our patients and the increasing demand for appointments we are now operating a Triage Appointment System. Recommended initial contact is provided using the online request from AccuRx Online Request, but for those who have difficulty using this service our reception staff will take details of your request to ensure this is dealt with by the correct person at the the correct time.

Please note, this is not an online appointment booking service. It is an online service to provide GP advice and triaging of requests for appointments. If following triage it is felt an appointment is required, this will be given with the most appropriate appointment - this may not be with a GP.

Patients using the online service can contact the Health Centre, without having to wait on the phone, about a medical, administrative or prescription issue by clicking AccuRx Online Request. Answer a few short questions and we aim to respond to you within 2 working days although often it will be the same working day.

Please do not use the online system for urgent problems or emergencies. Your enquiry will be initially processed by our trained care navigators, and passed to an appropriate health care professional. This may be a doctor, but another member of our health care team may be better placed to help deal with your request.

Although we have moved to 'Living with COVID' we continue to follow advice from NHS England regarding infection control. Our doors are open but only to patients who have an appointment or have been triaged. We have no plans to change our "triage first" approach to appointments.

In order to help us cope with the demand we have taken the decision to switch off the online service after 15:00 each day. After this times the practice will deal with urgent medical requests only, and contact should be by telephone. Online requests are only processed by our care navigation team between 08:00 and 17:00. Requests will not be read during weekends (Saturdays and Sundays), or when the practice is closed for training or on Bank Holidays.  

Urgent issues overnight and at weekends should be dealt with the NHS Out Of Hours service by calling 111 or 999 for emergencies.

Booking Appointments at Reception

Please note, to help us manage the increased demand we are now triaging all requests for appointments with GPs and ANPs. This means we can no longer make bookings for appointments for GPs or Advance Nurse Practitioners at reception. All requests for appointments for GPs an ANPs should be made using the online request form AccuRx Online Request, or by telephoning reception at the Health Centre.  Patients trying to book an appointment with a GP or ANP at the reception desk will politely be requested to complete the online request form or telephone the Health Centre. 

Reception will continue to deal with appointments for chronic disease reviews with a nurse, and for blood tests, where these have been requested by the Health Centre.

We appreciate this can be frustrating for patients and that this is sometimes taken out on our reception staff. Please note, we do to tolerate any form of abuse from our patients, including rudeness and verbal abuse. Please 'do not shoot the messenger' - this is a decision made by the GPs to help manage the demand for appointments, do please feel free to express your views to them rather than our reception staff. 

Please contact NHS 111 for out of hour's advice or 999 if it is an emergency. We hope that you will embrace this new way of contacting us.

Telephone Advice

If you have a question or query for the GP and no physical examination is required, it may be possible for the GP to telephone you to discuss. 

In these situations please request a telephone call when you speak to our reception team and they can book a telephone consultation.

Home Visits

These visits are only availible to patients who are housebound due to an illness or disability

You need to call reception before 11am if you require a home visit, if you call after 11am you may be asked to call back another day. Home visits normally take place at the end of morning surgery and before the afternoon surgery.  If you feel that the visit is more urgent please advise reception when booking the visit.

A doctor or nurse may phone you back as it may be that your problem can be dealt with by telephone advice, or that it would be more appropriate to send a nurse, or indeed arrange a hospital attendance.

House visits are only available for patients who are housebound because of illness or disability.

Please remember that several patients can be seen in the practice in the time that it takes to make one home visit. There are also better facilities for examining and treating patients at the Health Centre.

Cancel an Appointment

It is important that you inform the reception staff if you are unable to attend your appointment, this will allow that appointment to be offered to another patient. If you fail to notify the Practice that you are unable to attend, you will be sent a letter informing you that you have defaulted from your appointment. Persistent defaulters maybe removed from the list.

You can also complete our appointment cancellation notification request form. This can only be used if your appointment has been arranged for more than 24 hours in advance. (excluding weekends and public holidays). You can also text to cancel your appointment.

Text Reminder Service

We have a texting service which allows you to receive confirmation and reminders about your appointments.

To have this service you will need to register by completing a consent form.

Please remember to update your contact details with us when you change address, telephone numbers and email address.

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