Appointments

Face to Face Appointments

Due to the Coronavirus outbreak, how you contact us will be different at the moment. This is to limit face to face contact whenever possible and help stop the spread of coronavirus.

The practice is open and we have an intercom system in place at the front door for patient with appointments. If you need an appointment please ring 0191 2623036 or visit our website and click on to eConsult situated on the home page. Please do not come to the surgery unless you have an appointment.

Face to Face appointments are still available, but you may be asked to discuss your conditions over the phone or online first to assess what would be most appropriate for you. 

Please follow government safety advice if visiting the practice if asked to attend for an appointment. #HelpUsHelpYou

Operating under Covid-19 Conditions

We are now in the second phase of the Covid- 19 pandemic, as a practice we had to adapt to a new way of working.

  • Ensuring patients have clear guidance on how to access the GP services.
  • Telephone triaged remotely to be used for all patients.
  • Offering patients video consultions when appropriate.
  • Where possible , enabling staff to work remotely to ensure we follow social distancing guidelines.
  • Working exfectively with community care, building on existing working arrangements. to help manage pressure points in delivering essential services to patients.
  • Ensuring staff are all trained in relevant infection prevention and control guidance,
  • Risk assessing staff identifying those at increased risk from COVID-19 
  • Ensuring face to face consultations comply with infection prevention and  control guidance to minimise risk to staff and patients.
  • Minismise the number of face to face contacts that a patient requires by co-ordinating care so that it is done in a single consultation where possible.
  • Using designated areas in the surgery for staff and patients.
  • Encouraging patients to use online services to order medication, including nominating a pharmacy so we reduce the need for paper prescriptions.

As the practice continues to work through unprecedented times we are now focusing on the restoration of routine chronic condition management and prevention wherever possible, including vaccinations, immunisation, contraception and health checks. 

As we continue to work through Covid-19 Pandemic the change in how patients access the GP surgery as mentioned above will also continue. The practice will be looking at how we offer appointments as we come out of the pandemic in the future and we would welcome feedback about the current system.

If you want to be involved in shaping the way we work as a practice please join our virtual Patient Participation Group.

 

 

 

How To Book

Before you ring the surgery to book an appointment please go to the home page and visit eConsult as you  find there may be other options available such as using the phacmacy , self help and many more.

  • You can make an appointment by registering for online access, appointments can be booked up to 4 weeks in advance and can be done 24hours a day 7 days a week. To register for online access click via the link at the top of this page.
  • Alternatively you can call the surgery and select the options for appointments between 08:00 – 12:00 and 13:30 – 18:00 Monday to Friday.

If you think you will need to see the doctor or nurse for longer (more than 10 minutes), please say so when you make your appointment.

The doctor have asked that you give the receptionist some basic information about your problem when requesting an appointment. Please advise if private. If your problem is medically urgent, and all of out appointments are booked you can request a triage call from the Duty Doctor.

Urine Infection- we have made changes to the system where patients hand in a sample over the reception desk. We will no longer accept samples over the reception without the patient seeing a GP or speaking to a GP first.

In the case of a urine infection the guidelines for precribing have changed and often the GP will prescribe a 3 day course of antibiotic's. If you suspect you have a Urine Infection (UTI) you will need to see or speak to a GP first, they will then ask you sample. If there are no appointments available please advise the reception staff that you suspect a urine infection they will then book a triage appointment with the Duty Doctor.

Requests for NHS Work or  forms to be completed by the GP will not be done in an appointment. Patients will need to come into the surgery and complete a request form and please allow up to 28 working days for the work to be completed.  

As we are a busy practice if you are advised to make a follow up appointment by the doctor we would recommend that you book the appointment straight after the original appointment. 

You can also arrange an appointment over the internet. Please note before you use this service, you must first get a personal registration number. 

Click on link to access Patient Access

Your Right to Choose

As a patient of this Practice, you have the right to express a preference in which doctor (GP) you see. You would express this preference by asking specifically for that GP when you make your appointments. By 31st March 2016 we will ensure that all patients are aware of the GP they have been allocated to in the practice. This is known as their “usual doctor”. You do not need to see this GP but may request to see any GP.

We would point out however that it might not always be possible to accommodate your request since some of the GPs only work part of the week. This might also prove difficult for house call requests, same day appointments and during holiday times.

We will however do our best to respond positively to your request.

Telephone Consultations

If you think your problem could be solved by talking to a doctor on the telephone rather than coming to the surgery for an appointment, please ask for a telephone consultation.

Pre-bookable telephone consultations are available.

Chaperones

Patients and medical staff sometimes prefer a chaperone to be present during a consultation and particularly for intimate examinations. We ask that where a female patient needs an intimate examination, you make an appointment with a female doctor and, similarly, ask that male patients see a male doctor wherever possible.

If you want a chaperone, please ask when booking your appointment so it can be arranged. 

The chaperone will be a member of the Practice staff.

Visual Call System

There is a TV in the waiting room used to call patients in to see the doctor/nurse. If you do not want the panel to be used, please inform the reception staff.

Self Check-in System

There is a self check-in screen in reception. We encourage patients to use this when arriving for  for your appointment this allows the receptionist to deal with other queries and also ensures that you are checked in for your appointment on time.

Interpreter Service

All doctors speak English. We encourage the use of an interpreter service for our non-English speaking patients. Arrangements can be made with our receptionist.

Home Visits

If you are not well enough to come to the surgery, but you do need to see a doctor, please telephone between 09:00 – 12:00 (if at all possible before 10:00) and select Option 3 on the main surgery number.

Visits are done between 12:00 and 14:30. If you need to see a doctor at home after 12 noon, contact us on the main surgery number.

The doctor or nurse may want to discuss your problem with you before they visit so we will ask for your telephone number.

In order to ensure that you see the most appropriate person the reception staff will ask you to tell them a little bit about the problem.

Cancellations & Reminders

Cancel an Appointment

If you are unable to keep an appointment please let us know no later than 30 minutes before the appointment time. This will allow that appointment to be offered to another patient. If you fail to notify the Practice that you are unable to attend, you will be sent a letter informing you that you have defaulted from your appointment. Persistent defaulters maybe removed from the list.

If you provide the practice with a mobile telephone number then we will be able to send text reminders to your mobile phone and it also gives you the option to cancel via your mobile phone.

You can also complete our appointment cancellation notification request form. This can only be used if your appointment has been arranged for more than 24 hours in advance (excluding weekends and public holidays). You can also text to cancel your appointment.

We operate a strict Failure to Keep Appointments policy which can be downloaded below:

Failure To Keep Appointments Policy.pdf

Text Reminder Service

We have a texting service which allows you to receive confirmation and reminders about your appointments.

To have this service you will need to register by completing a consent form.

Please remember to update your contact details with us when you change address, telephone numbers and email address.

Evening & Weekend Appointments

Times are changing - the Battlehill Hub now offers extended hours appointments.

You can now see a GP or other healthcare professional during:

  • Weekday evenings between 18:30 to 20:00
  • Saturday and Sundays

To book an appointment talk to the practice, you may be able to get an appointment on the same day if required at the BattleHill Hub.

Urgent and routine appointments with the practice can be booked in advance.

This is not a walk in service and may not be suitable for all types of problems.

Ask at the reception for more information or alternatively visit the home page and click on e Consult you may find that you do not require an appointment with a GP as there may be other options available to you.

Opening Times

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Zero Tolerance

Our staff come to work to care for others, and it is important for all member of the public and our staff to be treated with courtesy and respect.

In line with the rest of the NHS and to ensure this is fully observed we have a Zero Tolerance policy. This means that aggressive or violent behaviour towards our staff or any member of the public within practice premises will not be tolerated under any circumstances.

Anyone seen to be giving verbal abuse, shouting etc to members of staff, either in person or over the telephone, will be sent a letter from the Operations Manager advising that this behaviour will not be tolerated. Any future violation of this policy will result in the removal from the Practice Patient List. There will be no appeal process.

We feel sure that you will understand that proper behaviour is absolutely necessary for our staff and patients and that non-observance will not be accepted.

Please note our telephone calls are recorded for training purposes.