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.
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.