On the 30th June the surgery started a phased introduction of a new appointment system. Currently we are trialling a number of components prior to a final decision being made on the format in early autumn. In early August our new telephone system will be introduced which will form a key component of the final scheme.
We are working towards the concept of a “never full surgery” for those patients with problems that need same day advice/treatment. All patients who feel they need to be seen or get advice on the same day will always be offered a telephone consultation by a GP or nurse Practitioner. Nationally the Government have introduced a scheme where the 2% of patients who are highest risk of hospital admission can have access to same day telephone advice BUT as a surgery we do not feel this goes far enough and aim to provide this to ALL our patients.
We appreciate all feedback; both good & bad; so we can develop the best possible system.
There does not appear to be a doctor in Patrington or Roos surgery?
To provide our same day service clinicians are working together as a team starting the day together at Withernsea. This is a “Hub & Spoke” approach with Withernsea being the Hub. This means we can respond better to where needs clinicians the most. Although our daily demand is fairly consistent the requirements in branches does vary so e.g. if Patringon needs another GP or a longer surgery we are now in a position to do this & respond rapidly. This will mean on occasions that there may not seem to be a GP in Patrington or Roos but remember if you need to be seen you will be.
How long will it take a doctor to ring me back?
We have set a standard that you will be rung back within 2 hours. However; the wait is usually far shorter often only minutes after you have called the surgery.
Why telephone first?
Evidence shows that a significant amount of consultations to GP surgeries do not need face to face contact. Currently we are dealing with around 40% of patients on the phone. As clinicians get more experienced with phone consultations this is likely to get higher. Many GP surgeries find that the can deal with up to 70% of all consultations on the telephone. We will assess the success of telephone assessments over the next few months prior to deciding whether it will be a component of the final system. Patient feedback from previous surveys has suggested that working people especially find this a useful service as they find it difficult to make GP appointments without taking time off work.
How long will I then wait in surgery?
We are aware that waiting times in surgery have been too long for many years and we are working hard to correct this. Experience from the first month of our new service shows that the average wait in surgery for our same day service is less than 9 minutes on occasions unfortunately this has been longer. We are working hard to improve this further.
I don’t have a phone, do not want a telephone consultation or I am not suitable for telephone consulting?
If you arrive at the surgery & the receptionists identify an urgent problem that needs immediate attention they will contact a doctor immediately. For those who refuse a telephone consultation we are currently offering a sit and wait surgery in Withernsea. The average wait for this surgery is just under 30 minutes although on occasions this has been significantlylonger. For those patients who are unsuitable for telephone consultation (e.g. communication difficulties or you do not have a phone) we will endeavour that you are assessed face to face as quickly as possible.
Can I still book an appointment in advance with a named GP?
Yes. The surgery is currently advertising for an additional Nurse Practitioner who will further strengthen the same day service. Once appointed this will free up more GP time so we can offer much more advance booking. In the meantime we will continue to offer appointments with carefully selected locums to enhance our access. Unfortunately on occasions obtaining locums is difficult. August is typically a difficult month in General practice. Not only are locums often not available, we tend to have more staff on holiday ourselves & our trainees change posts early August. It is likely the will be a reduction in book in advance appointments during August due to our need to prioritise the same day service but this should improve significantly from September onwards. As the system develops we will extend significantly the length of time patients can book in advance appointments.
Is the anything I can do to help make this a success?
You can help make our new access system a success. Please ensure you attend your appointment & cancel it if no longer required. When expecting a call back please ensure you are able to take the call and ensure if using a mobile it is turned on. If you think your problem does not need same day advice please book in advance. If more patients book in advance this will reduce the demands on the acute service and we can offer more book in advance appointments.
We will continue to keep you updated both in surgery & on the website.