For some time now we have been reviewing the current consultation service for the Practice. We have listened to feedback from a number of sources, but in particular from our Patients and our Team.
We recognise that the telephone consultation service is not working well. We have evidence it can work well, but only if we have enough Doctors to respond promptly to your needs. Currently we only have six Doctors in post, whereas we would need eight or more for this system to work effectively. The pressure on our six Doctors is immense which in turn places an enormous strain on our entire service. Working in this manner is not sustainable for our Patients or for the Practice Team. Unfortunately, there is a national shortage of Doctors, and there is little prospect of the Practice being able to recruit enough new Doctors in the near future.
Feedback from our Patients is telling us that some people prefer to pre-book a face-to-face consultation with a Clinician. We also know some people will continue to prefer to consult over the telephone.
Our team are very keen to provide high quality care, but with increasingly more complex and challenging healthcare needs we realise that we need an extended team to deliver this. Doctors are now part of a widening team of primary healthcare professionals which includes Practice Nurses, Nurse Practitioners, Paramedic Practitioners, Healthcare Assistants, Phlebotomists, Pharmacists, and others who are all committed to sharing the responsibility of providing a good service.
With this in mind, we are planning some changes to our consultation service.
New Service – Launching Monday 13th June of 2016
The current Consultation Service will be discontinued from Monday the 13th of June 2016.
In its place will be a system which will allow you to access the most appropriate member of our team for your healthcare needs.
Where a Doctor is the most appropriate Clinician for your particular needs we will provide a choice of pre-bookable face-to-face appointments or telephone consultations. These will be available up to 2 weeks in advance, and are intended for more routine healthcare needs.
For more urgent medical needs which cannot wait for a routine appointment, we will offer daily access to our Duty Team to support our routine service.
Access to our Nursing and Administration Teams will continue as currently.
In order to ensure that you are directed to the most appropriate part of our service our Administration Team will continue to ask certain key details about your problem. This will help us to make the best use of our resources and ensure we can deliver the best service possible.
There may be many reasons why you may wish to contact us. The main reason is generally to consult with a member of our Clinical Team. We ask that you continue to contact us by telephone. This will ensure equal access for all our patients.
Should you not have access or not be able to use a telephone please contact us in person via our Reception Desk. You may complete a Consultation Request Form which you should return to a member of our Administration Team. Alternatively you can use the telephone in our Confidentiality Booth to provide your details to a member of our team.
|Monday to Friday||8.00am until 8.30am||Emergency Access only|
|Monday to Friday||8.30am until 5.00pm||Routine Consulting|
|Monday to Friday||8.30am until 6.00pm||Urgent Consulting|
|Monday and Tuesday||5.30pm to 6.00pm||Extended Routine Consulting|
Routine: Nursing Team/Doctor Team
Please telephone the Practice on 01506 423800. Please select Option 1 for Routine Appointments.
Our Administration Team will ask for a brief description of your medical problem. This will ensure that you are directed to the most suitable person to help you. You will be able to pre-book a face-to-face appointment or a telephone consultation.
If you book a face-to-face appointment, you will be provided with a date and time to attend the Practice for your appointment.
If you book a telephone consultation for a particular morning, we will make every effort to return your call within the morning session (8.30am – 1.00pm) or if you book a telephone consultation for a particular afternoon, we will return your call within the afternoon session (1.30pm – 5.00pm). Depending on demand, this could however, be later than the last session time that day.
Urgent and /or Unscheduled Care: Duty Team (Paramedic Practitioner/Nurse Practitioner/Doctor)
This refers to a medical problem which you feel needs to be addressed the same day.
Telephone the Practice on 01506 423800. Please select Option 2 for Urgent or Unscheduled Care.
Our Administration Team will ask for a brief description of your medical problem. They will then ensure that you are directed to the most suitable person to help you.
If your call is suitable for the Duty Team, a member of the Team will call you back to start your consultation. Together you will discuss your problem and decide what is needed next.
We will make every effort to return your call within the morning session (8.30am – 1.00pm) or if you book a telephone consultation in the afternoon, we will return your call within the afternoon session (1.30pm – 6.00pm). Depending on demand, this could however, be later than the last session time that day.
Should a member of the Duty Team consider that your problem can be dealt with more appropriately by an alternative means, they will ask our Administration Team to contact you to advise accordingly.
There is some guidance on the NHS24 Website (www.nhs24.com) which offers advice on how your medical problems could be managed. A link is provided on our Website (www.howdenmedical.co.uk).
|Option 1||All routine appointments/Prescription enquiries|
|Option 2||Urgent or Unscheduled Care|
|Option 4||Community Enquiries|
Once we are FULL – all pre-bookable appointments have been taken – we will place a standard message on our telephone system to advise as follows:
“Routine appointments are now full. Please call again tomorrow. For Urgent or Unscheduled Care please press 0 to return to Main Menu on the telephone and select Option 2”.
The Administration Team
Our Administration Team are the first point of contact for the Practice. They will speak with you on the telephone or in person at Reception. They are confident and fully trained with the right skills to sensitively manage patient interactions. All members of the Team who work within the Practice have signed a Confidentiality Agreement and are aware of legislation related to the sharing of information under the Data Protection Act.
In many cases, our Administration Team will be able to assist you with matters such as Medication Queries, Sickness Certification, Booking of Medicals and any other areas of administration. They will make every attempt to help you.
The Doctor Team
Our Doctor Team will be available for a limited number of pre-bookable face-to-face appointments or telephone consultations. Our team consists of six Doctors and additionally two Doctors in training.
The Nursing Team
Our Nursing Team will be available to be booked in accordance with their availability and skills. Our team consists of two Practice Nurses, two Healthcare Assistants and a Phlebotomist.
The Duty Team
Our daily Duty Team consists of a Paramedic Practitioner, a Nurse Practitioner and one of our Doctors. This highly trained team will respond to any urgent or unscheduled care needs.
To facilitate a closer working relationship between our Practice and our Patients we would like to form a Patient Participation Group. We will then be able to discuss together the service that we offer and how improvements can be made for the benefit of Patients and the Practice.
We will then be able to aim together to ensure that Patients and improving health are at the heart of everything we do.
We would value any comments you may have about the changes to our current service. Please contact a member of the Practice Team who will provide you with a Service Feedback Questionnaire.
If anyone would wish to take part in the Patient Participation Group, please note details on the Service Feedback Questionnaire.
We thank you for your understanding, patience and co-operation during the change to our service.
We look forward to working with you to provide a service which meets the needs of our Patients.