Frequently Asked Questions
Why has the system changed?
Two of the core values of St Peter’s Road surgery are to provide good access and also continuity of care for our patients. The results from our patient surveys have consistently shown that patients want better access to their Doctor. We feel that by speaking directly to a Doctor to book an appointment we are removing any barriers that may restrict this access. So, now when you telephone the surgery the Receptionist will take your name and contact number and the Doctor will call you back. The Doctor will discuss with you the best course of action. Some problems can be dealt with by telephone, but if you need an appointment then this will be arranged at a time to suit you both.
How quickly will I be able to be seen?
We would ask you to call the surgery before 10am. If you need to be seen urgently the Doctor will arrange an appointment to see you the same day.
How soon can I expect a call back?
Calls received up to 10am will be dealt with the same morning. If you feel your problem is urgent, please tell the Receptionist so that she can let the Doctor know as this will help the Doctor to prioritise his/her workload.
Calls received between 10am and 3pm will go on to the Doctors list for the afternoon and you will be called back at the beginning of their afternoon surgeries. If your Doctor is not available that afternoon, then the Receptionist will ask if you can wait until he/she is next in. If yes, then your call will be added to your Doctor’s next telephone list. The Receptionist will tell you when to expect a call. If no, then the Doctor on call will telephone you back.
After 3pm your call will be added to the Doctor’s list for the following day, unless you have an urgent medical problem, in which case the Doctor on call will telephone you to discuss your problem and arrange to see you if appropriate.
Will this mean I will get an appointment with my GP more quickly – instead of waiting a week or more?
Yes: after talking with you, your Doctor will arrange a suitable appointment for you.
Why can’t I just book an appointment with my doctor in the future?
We hope that by speaking to your Doctor first, we can make good use of both your time and the Doctor’s. For example, your Doctor might ask you to have a blood test prior to your appointment, and then when you come in he/she will have your results to hand. This will save you having to ring the surgery for your results or make another appointment.
By speaking with the Doctor you will be able to arrange a suitable time to come in. We know that some patients have difficulty getting to the surgery during normal opening hours and we have a few appointments that we can offer later on Monday evenings. Others have to rely on buses to bring them in; if you tell the Doctor then a convenient appointment can be made.
Can I call in and make an appointment at the front desk?
The Receptionists will not be able to book any appointments with the Doctors. If you come in to the surgery, they will take your name and telephone number and advise you when the Doctor will call you back.
I don’t have a telephone, what do I do?
If you cannot be contacted by telephone then tell the Receptionist that you want to make an appointment with your Doctor. If he/she is available the Receptionist will talk to the doctor who will arrange a time for you to come in. Please note: If the Doctor is with a patient you will have to wait until he/she is free before the Receptionist will be able to talk to him/her. This does not mean you will have an appointment then, just that the Doctor will arrange a time for you to come back to be seen.
What happens if I come in and need to be seen immediately?
As now, if you come in and need to be seen as a medical emergency, the Receptionist will contact the Doctor on call and you will be seen straight away.
But I don’t really want to bother the Doctor!
Where possible, the Receptionist will answer any queries she can, e.g. giving you your test results. Sometimes the Doctor needs to talk to you about them anyway, in which case the Receptionist will arrange for him/her to call you back. In the case of routine/non urgent queries this may be on another day. The Receptionist will tell you when to expect a call. You will still be able to book an appointment with the Practice Nurses through the Receptionist.
I work in an open plan office – will I be able to text or email my query?
No, for confidentiality reasons the Doctors are unable to respond to texts or emails. However, if you can give the Receptionist a time when you will be able to talk privately on the telephone, the Doctor will arrange to call you back then.
I usually book my appointment via the Internet. How will this work?
You will still book a slot as you do now, but this will be for the Doctor to telephone you back NOT for an appointment to come in.
What happens if I need a home visit?
Again, we ask that you ring the surgery before 10am. The Doctor will call you back and arrange the best course of action for you i.e. a home visit where required. However, if you are able to arrange transport, it may be that the Doctor can arrange to see you more quickly at the surgery.
I am hearing impaired – what happens to me?
Some of our patients with hearing difficulties come into the surgery to book their appointments in person. The Receptionist will ask you to wait while she speaks to the Doctor who will arrange a time for you to come in. Please note: If the Doctor is with a patient you will have to wait until he/she is free before the Receptionist will be able to talk to him/her. This does not mean you will have an appointment then, just that the Doctor will arrange a time for you to come back to be seen.
Some of you ask a relative or friend to telephone the surgery to make an appointment for you. As long as we know that you have given permission to that person to do this then the Doctor will telephone them with an appointment time for you to be seen. For confidentiality reasons the Doctor cannot discuss your medical details with that person unless you have given him/her written permission to do so.
What happens if I miss the Doctor’s telephone call?
If you know that the Doctor will be calling you back, we do ask you to make sure you are available.
He/she will only try twice and will not leave a message on your answer phone, unless it has a personalised message.