Telephone: 0208 519 9914

Appointments

With the introduction of The Modern General Practice model and the need to move away from 8am calling, we have Cloud Based Telephony so we audited the demand and capacity of our appointments and looked at our telephone system figures of calls coming through to the surgery. Patient feedback and the National Survey data highlighted that patients are frustrated with the telephone wait time when contacting the practice. Not only were the wait times long but when they got through they were told that the GP appointment’s had gone, this made the patient extremely frustrated and this frustration was taken out on the reception staff the Care navigators. Our trained care Navigators took the patient details to try to direct them to an appropriate service but patients were still not happy this outcome.

Even with staff trained in Care Navigation, patient’s perception was that they always needed to see a GP rather than the most appropriate health professional, they lacked confidence in the Care Navigators abilities because they were not clinical, that was the fed back that we received.

By going to a Total Triage model, this allows patients to let the practice know about symptoms, ask a question, make a request or follow up about something via an online form or to reception staff who capture the information about their needs on their behalf. This allows the clinicians to triage patients and prioritise according to urgency. The clinicians triage all the incoming Klinik submissions and works closely with the GP Assistants who save the clinician a lot of time on administration duties and they also assist the  clinician  who directs them after triaging the patient  to actively signpost patients to the most appropriate service or clinician.

We will still priortise:

Children under 5 years are classed urgent
Elderly (over 85) patients are classed as priority
Terminal Patients are classed as priority

Cancellations

If you cannot attend an appointment for any reason please inform us at least 60 minutes before in order for us to give the slot to someone else. This can be done either by phone, email, Patient Access or via SMS.

We try to make sure you see the doctor of your choice but if they are not available we may ask you to see another doctor. Due to greater clinical responsibility and demands being placed on Dr Ali and Dr Kumana you may find that it is not always possible to see these doctors although we will try our best.

If you are too ill to come to the surgery and you require a visit at home, please call the surgery before 11am. Home visits take up much more of a doctor’s time than a consultation in the surgery, so if you are mobile please call the surgery to book an appointment at 8.00am. Therefore you may not always be visited by a doctor depending on the nature of the illness.

 

We also have an active Patient Participation Group. They help us to offer patients the right services. If you are interested in joining, just let us know.

Most of all, we are here to help. If you think we could do something better, please let us know . And if you think we are already doing something well, please tell us . It’s always nice to hear.

 

Lime Tree Clinics

Sexual Health screening Confidential chlamydia screening for 16-24 year olds. Enquire at reception. Obesity Clinic We are now running a Obesity Clinic which is available at the surgery. We can ... [continue] Lime Tree Clinics

Date published: 08/10/2014
Date last updated: 10/01/2024