The way we access GP services has changed. Below are some frequently asked questions that may help you understand these changes:
Why does the receptionist ask me what the problem is?
One of the important roles that receptionists play is to navigate patients to the most appropriate service within our Practice.
Some patients may need to see a Doctor, a Practice Nurse or Healthcare Assistants who would be able to provide the appropriate care.
I need to cancel my appointment, what should I do?
We request that patients contact the Practice with at least 2 hours’ notice if they wish to cancel their appointment.
This can also be sent by text message, just respond to our appointment confirmation text message stating ‘CANCEL’ in your reply.
Why have I received a letter because I did not attend my appointment (DNA)?
If patients miss their appointment on 3 separate occasions and did not inform the Practice in advance that they could not attend, patients will receive a letter from the Practice.
If a patient doesn’t attend their 4th appointment they will be removed from the Practice register and will be required to register with another provider.
We have approximately 300-400 missed appointments every month. This is the equivalent of 2 weeks of appointments for a full-time Doctor and is a terrible waste of valuable NHS funds.
I would like to see a Doctor of my choice, am I allowed to request this?
Of course; patients are entitled to request to see a Doctor of their choice.
However, on occasions they may have to wait a bit longer because the availability of appointments has been narrowed to one Clinician. You still have the option to book with another Doctor or request telephone advice, if you wish.
Why can’t I see my GP of choice today?
At times we are unable to offer patients an appointment with their preferred GP because the majority of our GP’s work part-time.
We can’t guarantee their appointment slots will coordinate with patient availability. To request your preferred GP please book an appointment in advance; we offer up to 3 weeks’ of appointments in advance.
My mother doesn’t speak very good English; can she have an interpreter please?
For patients who require assistance with language translation during a consultation, we can organise for you a professional advocacy service.
This is provided by The Language Shop so that a Health Advocate may assist with translation during appointment(s).
This service is only available for pre-booked appointments. The advocacy service must be organised 5 working days in advance of your pre-booked appointment; please contact our reception staff who will organise this on your behalf.
I had a triage call booked but the Doctor didn’t call me, why?
For patients who have booked an appointment to speak with the triage Doctor, we advise that you will be called back within a 4 hour timeframe.
We will attempt to call you twice within a 10 minute window; however, if you fail to answer either call you will unfortunately forego that appointment. Please note that the Practice number will be classed as ‘withheld.’
I am calling on behalf of my brother, could I speak with the Doctor about his problems please?
We are bound by strict rules of confidentiality and therefore cannot discuss any confidential information with a relative, friend or concerned member of the public.
However, we are happy to note any concerns that you have regarding the third party.
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