News Update on Practice and appointments moving forward 27/2/17
As you know the NHS has been in the media constantly over the past few months. Heath Hill Practice are no different to many other surgeries and are under pressure due to excessive demand and current staff shortages.
To this end we have been working with Healthwatch Bracknell Forest to look at patient experience but also what works well for other surgeries in the local area. To that end we have made some changes to the appointment system and how it works as Healthwatch and ourselves feel we can manage the demand and flow of patients in a different way meaning a more effective and efficient service for our patients.
These are continuing as usual however we are looking more carefully at who the patient needs to see and how the appointments are delivered. Approximately 40% of patients who sit in front of one our GP’s could get the same service delivered in an alternative way and frees up GP time for those needing to be seen more urgently.
When you request a routine appointment you will receive a call back from a skilled Clinician (usually within 48 hours) who will talk through your reasons for the appointment. At this stage you may be offered a routine appointment with a GP, telephone consultation or an appointment with another appropriate member of staff such as the practice nurse or health care assistant. When asking for a routine appointment if you could provide a brief description of what the appointment is for this will help the Clinician who will call you back however, if is of a personal nature or you do not wish to disclose you do not have to at this point.
The triage Clinician will call a maximum of twice to speak to you so please provide a number you will be readily available on.
A doctor or nurse will speak to you (usually they will call you back) and give you advice or make an urgent appointment for the same day to see the relevant clinician.
Nurses, Health Care Assistant and Phlebotomy Appointments
These appointments are not being triaged and can be booked in advance.
Please also remember there is the Urgent Care Centre located at Brants Bridge is for minor illness and injury and is accessible 8am to 8pm 365 days a year.
If you work outside of Crowthorne or have difficulty attending a routine appointment during the week there is an extended hours service running from Boundary House surgery which can be be booked for evenings or Saturday morning appointments through our receptionists.
An out of hours GP can also be accessed via 111 telephone service.
Everyone at the surgery is committed to good patient care and support and Healthwatch would welcome feedback about good experience of our surgery and any suggestions for improvement.
They can be contacted by telephone on 01344 266911 or visit http://www.healthwatchbracknellforest.co.uk/content/speak-out
We appreciate your co-operation during this busy time.
Please also remember that emergencies can occur throughout the day and it is necessary, on occasions, for the doctor you are seeing to leave the surgery to deal with them. You will be informed by the receptionist if this happens and offered the choice of awaiting the doctor's return or making another appointment.
Emis Access (patient.emisaccess.co.uk)
If you would like to make appointments with doctors and/or request repeat medication online, please ask a receptionist to enrol you into EMIS Access. You will be given the details you need to register for this. If you wish to enrol another adult in your family we will need their signed consent for you to do so. They must be aware that you will be able to access their repeat medications and they must state that this is acceptable. Parents may NOT register children after the age of 11.
Urgent Appointments - Tel: 01344 777915
If you require an urgent appointment because you feel you cannot wait until the next available routine appointment, please ask to speak to our nurse practitioner. She will either offer advice or invite you to come and see her or a doctor as appropriate the same day. (If she cannot speak to you immediately she will call you back.) These appointments are limited to five minutes and one problem only.