IMPROVED ACCESS TO PRIMARY CARE
Do you struggle to attend appointments during the working week?
Wiltshire patients can now arrange to be seen in the following clinics outside of normal hours:
& Saturday, Sunday and Bank Holiday mornings.
Practices across West Wiltshire are working together to provide additional appointments, you may need to travel to be seen by another surgery.
For Bradford on Avon & Melksham Health Partnership: Monday to Thursday evenings will be provided at The Health Centre in Bradford on Avon, with Friday evenings and Saturday mornings being provided from one of three hubs in rotation Giffords Surgery in Melksham, Trowbridge Health Centre or Westbury Group Practice. Sunday mornings will be provided from Southbroom Surgery in Devizes.
To book one of these appointments, please contact your registered Surgery during normal opening hours.
You will need to give consent for your medical information to be shared between Practices to use this service.
This is aimed at those patients who are unable to access daytime medical care during the week and we anticipate that demand may be high, so please bear with us, particularly during this pilot phase.
For more information, please contact your usual GP surgery.
‘CALL FIRST’ APPOINTMENT SYSTEM
When you call the the Practice to make an appointment, you will now be asked the following questions:
- Is this a new or ongoing health issue
- A brief description of your symptoms (in confidence)
This will help the appointment staff manage your appointment effectively, as it might be more appropriate for you to see one of our Emergency Nurses.
If you need to make an appointment with your doctor, the appointment staff will add your details to your chosen doctor’s telephone consultation list. The doctor will then call you back as soon as possible. For more information please click the following links:
Patients FAQ fact sheet
Accessing Appropriate Healthcare
Bradford on Avon & Winsley Appointment Leaflet Page 1 Page 2
St Damian's Surgery - updated version coming soon
Why does the Receptionist ask me for ‘some idea of the problem’?
The Doctors have implemented a monthly ‘topic of focus’ which aims to raise awareness of current important national and local health campaigns but also to provide a ‘spotlight’ on certain areas/projects the Practice is directly involved in.
The focus for April 2015 is the appointments system and why the Doctors have trained the staff to ask patients for ‘some idea of the problem’ when making an appointment booking.
For information on this subject, please click here to download the appointments system Practice leaflet.
Please see the on-line appointment tab (above) for more information about booking your appointment on-line!
All the doctors and nurses work to appointments and we run 2 sessions each day, a morning session and an afternoon session.
We also offer a selection of appointments outside our normal working hours for those patients who find it difficult to make routine appointments due to work and family commitments during the working day.
To book an appointment please telephone your surgery.
Help us to Help You!
The doctors of the practice have formulated a home treatment guide to help you manage COMMON AILMENTS at home such as cystitis, stomach ache, earache and sinusitis to name but a few.
To find out more, CLICK HERE to read on...
Online Symptom Checker
The NHS Direct website has a useful tool called a Symptom Checker. It's quick and easy to use and will ask you a series of questions in order to give you the best possible advice relating to your condition.
Here is a link to the Symtom Checker: http://www.nhsdirect.nhs.uk/en/CheckSymptoms
Appointment Cancellation Line
As well as cancelling your appointment online, you can also cancel your appointment via our telephone cancellation line on 01225 860025.
It's a voicemail service, so you will just need to leave a message including your name, date of birth, time of appointment and who it's with.
The cancellation line is regularly checked by our staff throughout the day.
We offer appointments outside the Practice's normal working hours for those patients who find it difficult to make appointments due to work and family commitments, during the normal working week.
These surgeries are usually held on a Monday Evening at The Health Centre and on a Monday evening at St Damian's Surgery. Patients have the opportunity to book a telephone consultation with a Doctor or a face to face appointment during these times.
Telephone consultations are also available with a Doctor on a Friday morning before 8am and any week day evening from 6.30pm. Please ask the receptionist to book your appointment.
Text message appointment reminders!
Since 11th January 2012, we have automatically sent appointment reminders by text message to patients who have given us a mobile phone number, but due to changes in data protection guidance, from 2nd June 2014 we will only send text message appointment reminders to patients who have specifically contacted us to confirm that they would like to receive them.
To let us know you are happy to continue to receive appointment reminders by text, please simply click here to submit a consent form to us on-line. Alternatively mention this to the receptionist the next time you need to telephone/visit the surgery.
If you do not wish to receive appointment reminders (by text) from the surgery, you do not need to do anything.
Please note: we will still continue to send generic text messages (to patients who have given us their mobile phone number) regarding the following services:
- Seasonal texts - such as flu vaccination reminders
- Reminders for annual reviews, for patients who may have a Chronic Disease
- Any other instance where we would share generic practice information/changes to services
I f you do not wish to receive ANY text messages at all, please speak to the receptionist and this will be indicated on your medical record
Which Healthcare Professional?
There are a number of options available. These are listed below to help you decide before you ring us. The receptionist can also help you decide which one is the most appropriate for you. It may not always be necessary for you to see a GP and we welcome your co-operation in ensuring that people who, for medical reasons, must be seen by a doctor are able to do so.
This service is led by experienced, fully trained nurses who are able to deal with minor illness, injury and certain medical emergencies. You will be offered a same-day appointment where your condition will be assessed and treated by the emergency nurse, who has direct access to the duty doctor if she needs additional advice or support.
Patients are able to speak to a GP on the telephone during the working day:
- If patients specifically ask for a telephone consultation for a problem that needs to be dealt with with on the day, a telephone consultation appointment is made for the end of a doctor’s surgery. It will be booked with the nominated duty doctor for that day if the patients 'usual' doctor is not available.
- If a patient needs/wants to speak to the doctor about a routine matter, a telephone consultation will be made for the next time the patients 'usual' doctor is in surgery.
- If a patient needs/wants to discuss an urgent test result with their doctor, a telephone consultation appointment is made for the end of a doctor’s surgery. It will be booked with the nominated duty doctor for that day if the patients 'usual' doctor is not available.
- If a patient needs/wants to discuss a non-urgent result with their doctor, a telephone consultation appointment is made for the next time the patients 'usual' doctor is in surgery
Where possible the doctors prefer patients to book a telephone consultation with the doctor they 'usually see'.
If you wish to speak to a nurse:
Patients who wish to speak with a nurse on the telephone will need to discuss this with the receptionist to see what could be arranged for the patient that day, depending on which nurse would be most able to assist the patient with their query/condition.
Practice nurse/Healthcare Assistant/Phlebotomist
In addition to general duties such as changing dressings our nurse-led clinics include blood-taking, blood pressure checks and cervical smears. In addition they can provide advice on the management of coronary heart disease, stopping smoking, diabetes, asthma, weight control and holiday and travel issues. Telephone consultations are available daily with the practice nurses.
More of the "routine" duties are now carried out by other members of the primary healthcare team, the doctors are able to concentrate on those patients who really need their expertise.
Did you know?
The surgery makes one appointment every minute!
Demand is at its highest on the telephone system between 8.30am-11am & 2pm-3pm. Please bear with us during these busy periods, the staff will be with you as soon as they can.
Where possible, please try to avoid calling the surgery for non-urgent requests during these times.
If flexibility is important to you please register for our on-line appointment booking service. For more information about this service, please click the 'on-line appointments' tab above.
Patients seeing the Doctor
During a normal working week the Doctors see approximately 750 routine patients (3250 per month).
This does not include the number of patients who are seen by the Duty Doctor for urgent 'same day' appointments, which usually equate to on average 70 patients per day!
During the month of April 2015, 5% of patient's DID NOT ATTEND their routine GP appointment.
This equates to 27 hours of lost time for other patients to see the Doctor.
On average, 7.9 appointments are wasted with the Nurse every week day!
'Did Not Attend' Historic Data Collated:
5.1% of patient's did not attend their routine GP appointment
= 27.6 hours of lost time for other patients to see the Doctor!
Did you know - appointments can be cancelled in the following ways:
By telephone or TEXT to 01225 860025
On-line via the practice website (to register for this service, please take proof of ID to the receptionist)