All patient requests received appear in a single workflow.
The structured information you provide is then reviewed by our trained navigation team.
Your admin requests are resolved by our admin team and you will be updated.
Your medical requests for help are assessed and prioritised.
You will then be contacted via your preferred method and given your planned outcome for your request.
This will not always be an appointment in the practice.
-If appropriate you will be referred to the new Pharmacy First scheme for one of seven common conditions.
-SMS signposting to a suitable community service for appropriate support.
-Our medical team may quickly call or message help and advice.
-If the team member who reviews your request wants you to see a clinician, you will receive an SMS enabling you to self-book an appointment, at a date and time you choose subject to their availability. Non digital patient will be phoned to book the appointment at this stage.
We will respond to everyone with the planned outcome for your request within 1 working day if we can and via your preferred contact method.
Requests that are truly urgent for medical reasons will be prioritised and responded to first. So will requests for vulnerable patients, very young children or patients with complicated health conditions.
We must stress that same day appointments are normally for acute queries and are limited in numbers. However, we are not an emergency service so for any life-threatening emergencies, patients will still need to call 999 or go to Accident and Emergency or call 111.