Have you seen our recent Newsletter? Take a look, you can find this Under patient group list on the right.
14/03/19 Telephone system
We are aware that there are still ongoing issues with the phone lines which we have informed NHS England about. The team answers calls but the phone cuts off. I can assure you this is not the team ending the call, it is a fault, which is being monitored by our phone company Arden & Gem. If you have experienced this problem you can also contact NHS England on this matter.
Why does the receptionist need to ask what's wrong with me?
It is not a case of being nosey
- The reception staff are members of the practice team and it has been agreed that they SHOULD ask patients "Why they need to be seen" Reception staff have been trained and are now know known as Care navigators this training is to ensure that you receive : The most appropriate medical care, From the most appropriate health professional, at the most appropriate time.
- The care navigators are asked by the Senior Partners to collect brief information from patients, this is to help doctors prioritise house visits and phone calls. To ensure that all patients receive the appropriate level of care. To direct patients to see the Advanced Nurse Practitioner or other Health care professional rather than a doctor where appropriate.
- All staff at the surgery including the care navigators are bound by confidentiality rules. Any information given by you is treated STRICTLY CONFIDENTIAL. The practice would take any breach of confidentiality very serious and deal with it accordingly. You can ask to speak with a member of the team privately away from the reception area.
Thank you for your support
(Site updated 14/03/2019)