Q1. How do I use the NHS App?
MASTER GUIDE_NHS APP.docx
Q2. How do I book an appointment?
Every day, we receive hundreds of requests for help or advice through phone calls, walk ins and online. For each patient request, the practice needs to work out:
- Why they have sought help from their GP
- What kind of help the patient needs
- How quickly the patient needs help
- Who is the best person to help this patient
- Where and when the patient should be seen
The answers to these questions help us to sort patients based on their needs. This process is referred to as triage.
The information provided allows the practice to triage each patient.
This also means the right person can help you, based on the nature of your request, regardless of the time of day thus alleviating the 8.00am rush.
The reception team are following strict guidance & direction from the GP’s during the triage process.
For non-urgent medical or admin requests, patients can submit an online request via our website (Homepage or Appointments page), which will be read within 2 working days.
There will always be patients who can’t use online consultations for whatever reason.
Submitting an online consultation is not the only way to contact us and we will still triage phone requests (01422 374662) and walk-in requests.
However, if more patients go online to contact the practice, it will mean more traditional forms (such as telephone or walk-in) will be reserved for patients who don’t have online access.
Q3. What is menopause and symptoms/treatment?
Menopause FAQ.docx
Q4. Why can't I order my medication through the app?
If you normally order through the app, but your medication is not showing, it is probably either too early or requires a review with our prescribing team. If you are 1 week or less away from running out & it's not showing up to order, please request either via the 'Contact us online' form on our website or pop into the surgery & fill in a prescription form. If we need anything further from you, you will be contacted with instructions.
Q5. Why has my repeat dispensing stopped?
All medications need reviewing periodically, even if it is one you are on for life. Repeat dispensing will be set up for a pre-approved period of time & once this 'batch' has finished, you will need to request with us again. Please see above for more details on how to do this. Your pharmacist should tell you when you collect the last one in the batch, but if not, you can contact reception to find out when your current repeat dispensing expires.
Q6. Why can't I order medication through pharmacy?
We have been reducing 3rd party ordering to limit mistakes & the turnaround time frame. Please see above on more details for ordering online or in the surgery. Please contact reception if these are not suitable for you & you require reasonable adjustments.
Q7. Why is the receptionist asking questions?
The receptionists are trained in care navigation and the questions asked regarding your symptoms are from a guide, specifically put together by our GPs to ensure that appointments are triaged appropriately & patients are seen in appointments fitting the urgency of their symptoms. We encourage you to share as much detail as is relevant to ensure the most accurate triage outcome possible.
Q8. Why can't I see a GP?
Sometimes it is more appropriate to see a clinician other than a GP for various issues as they will have more specific knowledge or up to date training for the appointment/symptoms. You are welcome to specify a particular GP/clinician you would prefer to see & if appropriate, we will do our best to comply.
Q9. Why am I being told to see a dentist?
Our GPs our not trained to diagnose or prescribe for dental issues. Your dentist has the knowledge & equipment to properly investigate. You can get back in touch with us once they have ruled out a dental/gum problem.
Q10. Why am I being told to see an optician?
Our GPs our not trained to diagnose or prescribe for eye issues. Your optician has the knowledge & equipment to properly investigate. You can get back in touch with us once they have ruled out an eye problem.
Q11. Why do I have to wait for a routine/4 week appt to discuss my results?
Our clinicians review all results as they come back to us and determine the urgency/timescales of these. If they ask you to book a routine appointment, they do not believe that your medical care will be negatively affected by waiting this length of time.
Q12. Why is no one answering the phone?
We strive to man the telephone lines to meet demand, however we are continually experiencing high volumes of calls. Please utilise the callback service, where the system will automatically call you back when you get to the front of the queue. Please note we are unable to add or delete places in the queue. We recommend calling after 11am for queries that are not urgent.
Q13. How do I view my records online?
Please request an online access form from reception. Please bring photo ID & proof of address; a driving licence covers both but a passport & official letter such as council tax/utility bill is also fine. If you are unsure, please contact reception to discuss what forms of ID you have available.
