Royal Wolverhampton NHS Trust

Penn Manor Medical Centre

Manor Road, Wolverhampton,
WV4 5PY

Telephone: 01902 575142
  • Safe & Effective
  • Kind & Caring
  • Exceeding Expectation
Appointments

Appointments

Making Appointments

Our intention is to ensure that you can see or speak to the best person  to sort out your problem in the most efficient way. Therefore a care navigation system has been introduced See below for further information about care navigation). 

Our trained receptionists have been advised to ask you the nature of your problem to ensure you get the most appropriate treatment, with the most appropriate clinician efficiently and promptly. Please do not be offended by this, you do have the right to refuse to give details but we will ask if there is more than one issue and still ask some questions to help direct you. 

We have a variety of clinical staff seeing patients at the Practice including Advanced Nurse Practitioners, Registrars (trainee GPs), Medical Students (fully supervised) and a Clinical Pharmacist.


We can book ahead if the GP wishes to review you or you wish to utilise the extended hours, however we try not to book further than 1 week to ensure that we do not waste appointments by people not attending. 


Cancel an appointment

If you have booked an appointment with a Doctor, Nurse or other member of staff at the practice, it is really important to let us know if you need to cancel it, so we can give it to another patient.

You can cancel your appointment by the following methods:


Why you need to tell us if you no longer need your appointment
Many patients fail to cancel their appointment each month, wasting a lot of valuable Doctor and Nursing time, resulting in everyone waiting longer to be seen.
By telling us in good time that you cannot keep an appointment, we can offer your appointment to someone else. This helps us to reduce waiting times and means everyone can be seen sooner.

Training in General Practice

Occasionally, Medical, Nurse and Receptionist Students spend time with us. If you do not wish a student to be present during your consultation, please tell the Receptionist or Doctor otherwise you will be asked to sign a consent form allowing the student to remain in the room.


Booking In

There is a touch-screen situated in the waiting room for you to register your arrival.  There is no need to report to reception as this screen is connected to all consulting rooms, treatment room and reception.  There are simple step by step instructions to follow.  If you are unable to register on the screen for any reason, please report to reception.


Role of Reception

Our receptionists are usually the first point of contact and are here to help you. They have a lot of information to hand and in most cases will be able to help with your enquiry, ensuring you see the most appropriate clinician. Nonetheless, it is your right to request to talk only to the doctor.

Anything that is discussed with the receptionists or any other member of the team is treated in strict confidence. You have a right to be treated courteously, and our receptionists also have a right to be treated courteously by you. Please respect the privacy of other patients by standing well back from the reception desk until your turn.


Why is the receptionist asking me what’s wrong - Care Navigation

Our GPs request that each patient ringing in gives a brief description of their health related problem to the receptionist. 

This is to help the Clinical staff prioritise care for urgent cases and for the Receptionist to navigate the patient to the best, quickest and most efficient care or answer to a query. The reception staff are trained as Care Navigators to ensure they ask relevant questions and use their experience and knowledge to help patients at this point. 

This is to enhance patient choice and access as well as utilising the full clinical team. 

It is always better to give a brief history however you do have the choice to refuse or to keep things personal. 

If this is the case the receptionist may ask you how many issues you have instead so that they are allocating you enough time. 

Please be assured that the whole team adhere to a strict confidentiality agreement.

Care Navigating is not about the reception staff making a clinical decision or being nosey, it’s about offering you the right care at the right time with the right person.