Essential Changes to Booking Appointments at Mountwood Surgery
In common with other GP practices in the UK, we have experienced an unprecedented increase (approx 30%) in demand for GP appointments over the last two years, with no increase in funding for additional staff and resources. Added to this, more work is being moved from hospitals to General Practice alongside more government-imposed targets.
As a result, our current system of online forms has become unsustainable. Therefore we are suspending our system of online forms and are trialling a new system. This is detailed below.
· From now on, if you want to contact us for an appointment or advice please call us during opening hours
· Unlike the online consult forms, which were only available in the morning, you will be able to access the surgery throughout the day from 8.30am to 6.00pm (excluding lunchtime)
· Our receptionists will ask you the nature of your issue so that they can direct your request to the most suitable Clinician or to alternative support
· If you need to see a nurse an appointment will be booked
· If a blood test has been requested by the surgery an appointment will be booked
· If you need a GP appointment you will receive a link on your phone to reply to us by text with more details
· This reply will be reviewed by our clinicians to decide if a telephone call or a face-to-face appointment is most appropriate and you will be contacted within 2 working days, or the Clinician may opt to send you an advice text instead
· If your issue is clinically urgent you will be contacted within 24 hours, but usually on the same day
· If you are unable to text your reply then the receptionist will take further details from you over the telephone and these will be passed to the Clinician for review in the same way
(Please see below for a flowchart explaining this new system)
This is a trial to try and adapt our working practice to better manage the current overwhelming demand. Please understand that the phones will be busy, especially early in the morning, and we ask for your patience and support during this trial. We would also welcome any constructive feedback from you.