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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:
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
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.
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
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.
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:
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
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:
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.
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.
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.
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!
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)
The Practice is pleased to announce that we now offer some on-line appointments for:
If you would like to register to book appointments on-line please bring a form of ID to the surgery and one of the receptionists will be happy to issue you with your username and password.
The appointments made available on-line are restricted to minimise booking errors. Due to the complexity of some appointments, we are not able to release all types of appointments. The reason for this, for example, is that the Nurses are trained to different levels and some may not be able to undertake the procedure you require. The Doctors have trained the appointments team to ask questions to identify the most appropriate clinician for your problem and will allocate the correct amount of time needed for that appointment.
If you cannot find the appointment you are looking for on-line, please contact the appointments team on 01225 866611 as they may have other options available to them not showing on-line.
If you are having difficulties with the on-line system, please CLICK HERE for a helpful step by step guide on how to book appointments and request prescriptions.
If you are encountering any problems with your online account or would like to provide any feedback please contact reception.
Our Practice is looking at how we can improve access to our appointments. Doctorlink is a new online service where you can access advice and request an appointment 24/7.
The symptom checker is insured and clinically safe whilst helping you to streamline your journey to the right treatment outcome.
The Practice is testing Doctorlink initially for 3 months, to find out if this will be helpful to both patients and the Practice. After an evaluation we plan to roll-out to as many patients who wish to use this service.
Feedback on your experience can be given through our email link on our website.
You can still contact the surgery via the usual methods, Doctorlink is an additional way to access your GP service. However, it may save you time queuing on the phone and will offer you medical advice 24/7.
Using Doctorlink will result in the most appropriate recommendation, based on clinical need, from your symptom checker answers. For example, self-care advice, Nurse Practitioner, GP appointment or direct you to a pharmacy.
No, this is about seeing the right clinician in the right timeframe based on your clinical need. There are many members of the practice team who can help in addition to the GP.
Not at all, registration is simple and takes minutes. All you need is your name, email address, home address and date of birth. These must match the ones held on file by your practice. You must be over 16+ years to register but there is a facility to use the symptom checker on behalf of your child (3 years +).
Yes, free to use but data charges may apply for mobile devices. Most people have data included in their mobile packages.
Yes. Doctorlink does not have access to your medical record and comply by all data protection regulations.
Your existing access is still valid. This is another system aiming to compliment and expand on existing online services. You will need to create a new account to enable you to check symptoms and request an appointment as necessary.
Doctorlink is available as a standard website. But can also be found as an application on Apple IOS and Google Android.
Your symptom checker is sent automatically through to the Practice Contact Centre with a request for a clinical appointment A member of this team will call you to offer you an appointment. The questionnaire you completed and the time frame suggested will be added to your medical record, to be seen by the clinician before your appointment.
For example: if your symptom checker advises seeing a GP within 3 days, then an appointment for this time-frame will be offered to you.
If you are having any technical difficulties please contact Doctorlink on 0300 1116433 or email on firstname.lastname@example.org and they will be able to help.
This service is not intended for and may not be used by people under the age of 16. By using this service, you are representing to us that you're over 16.
For detailed information on the Doctorlink App please visit their website www.doctorlink.com.
Home visits mean that the doctor can see far fewer patients during the day so we ask that you only request a home visit when medically essential.
Where possible please telephone to request a visit before 10.30 am.
For Bradford on Avon and Winsley patients, please telephone Patient Liaison on 01225 866611 and select option 1.
For Melksham patients, please telephone the receptionist on 01225 898490.
You will be phoned back by a doctor to advise you and give an estimated time of your visit. You may be asked to attend the surgery or receive telephone advice for your condition. If a visit is deemed necessary, it may not be your usual Doctor who will call.
The Doctor is not obliged to visit you at home, unless you are unable to travel due to your condition.
Please, where possible attend surgery so that full examinations are possible.
Please telephone The Health Centre between 8.30am- 5.30pm to make your appointment
If you are unable to attend your appointment, please inform the Practice by:
Please telephone Winsley Health Centre between 8.30am-1.00pm & 2.00pm- 5.30pm to make your appointments - 01225 860003
Nurse clinics are also being held at the Winsley Health Centre every day which include:
Quicker Check-in For Your Appointment
After the success of the self check-in machine at The Health Centre (BOA), we are pleased to inform you that now have installed a self check-in machine at the Winsley Health Centre.
The new facility will enable patients to check-in quicker - especially if there is a queue at the reception desk.
We are a Dispensing Practice with our dispensary based at Winsley. Dispensing doctors are GPs who are allowed to both prescribe and dispense prescription-only medicines to certain patients. Community Pharmacies (Chemists) are often not financially viable in rural areas, which is why some GPs have been allowed to dispense medicines themselves. The system is tightly controlled and we are only allowed to dispense for registered patients who live more than 1 mile/1.6km from a Community Pharmacy (as the crow flies). If you are not sure whether you are eligible for dispensing, just ask at reception.
Your prescription or medication will be available within two working days unless suppliers are short of stock. If you are collecting medication or prescriptions for others or collecting certain medicines, the receptionists may ask for proof of identity. Where prescription payment exemption applies, proof of this and completion of the back of the prescription will be required.
You can collect medication from 0830 to 1300 and 1400 to 1800, Monday to Friday. However you may be eligible for our free delivery service for dispensing medications (excluding refrigerated items and controlled drugs). This service is for patients who have severe difficulty getting to the dispensary to collect their medicines. Please ask at Winsley reception for more details.
If you need medication urgently or need your medicines early due to holidays please speak to a receptionist so that she can process your request appropriately.
The dispensary is able to offer a service of providing weekly medication compliance trays (Nomads), or dosettes as they commonly referred to. These are for patients who have difficulty in remembering to take their medication. Please speak to the dispensary for further information.
Please note we are unable to take prescription requests over the phone.
The Practice is sad to formally announce the closure of St. Damian's Surgery, Melksham on 31 March 2020, after the application was accepted by the Clinical Commissioning Group.
Those patients who wish to remain with the Practice will be automatically transferred to the Bradford on Avon Health Centre on 31 March 2020.
To read the full letter that has been sent to all patients please click here
To read the frequently asked question document in response to patient concerns raised please click here
If you would like to pick up a hard copy of the letter you can do so at any of our Practice sites.
Monday/Wednesday/Thursday/Friday 8.30-12.30 (closed on Tuesdays)
For further information about the services available at St. Damian's please see the services leaflet
To make an appointment
Please telephone the appointments team based at the Health Centre, Bradford on Avon between 8.30am-1.00pm and 2.00pm-5.30pm Monday to Friday.
Appointments can be arranged by this team to be held at St. Damian’s Surgery ( please specify site location)
If you are unable to attend your appointment, please inform the practice by:
Telephone or TEXT message to 01225 860025 (24 hours a day, 7 days a week) - When using this service please remember to include your name and the date and time of your appointment.
By using the 'cancel appointment' button on the home screen.
Contacting the receptionist on 01225 866611
To use the on-line service to cancel your appointment, you can either take proof of ID to the receptionist or answer some security questions over the telephone to register. The receptionist will then provide you with your username and password to log in. For more information about on-line appointments, please click the 'on-line appointments' tab above.
As from 1 March 2019 the St. Damian’s Surgery reception will no longer be processing repeat prescription requests and this will now operate at the Health Centre, BoA.
You will be able to order your prescription in one of the following ways:
If you normally collect your prescription from St. Damian’s Surgery you will now be required to collect from the Health Centre, BoA. Alternatively, we can send your prescription electronically to a Pharmacy of your choosing. To register for this service please contact your local Pharmacist or telephone the Prescription Team on 01225 866611. The Prescription Query line is open:
Monday to Friday – 9am-11am & 2pm-4pm (except the line will be closed on Friday afternoons)
In line with CQC guidance of the safe management of medicines all prescription requests are not accepted over the telephone. Any housebound patient that has difficulty ordering their repeat prescription can contact our Transforming Care for Older People team for support on 01225 860812.
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