"Stressed!"

Hi,

Thank you for your feedback. Perhaps it might help if I explain the processes that are used at the practice to help us with patient requests for help.

We receive nearly 400 incoming phone calls a day which we do our best to answer as quickly as possible. However, with the large volume of calls, there are inevitably delays for the phone to be answered at peak times between 8:00am and 11:00am daily.

Our new callback system means that you do not have to queue in person and are not tied to the phone but can instead make yourself as comfortable as possible whilst waiting for the callback. The system keeps your place for you so you are not disadvantaged in any way if you use the facility. Many patients find this much more convenient and less stressful because they are not tied to the phone.

Once you get through to our reception team, they will ask you some questions to help ensure that we get you to the right care for you at the right time. All of our reception team have been through NHS training to enable them to take your details and signpost you to the most appropriate service for the symptoms that you have. This is called non clinical triage and is operated by GP surgeries throughout the country. There are a lot of services provided now by the NHS and your GP may no longer be the most appropriate person for you to see for your condition and so our team will use the information you provide to direct you to where you need to go. For some patients, this may well be to be seen at a local Pharmacy, an Extended Access Service, Urgent Care Centre or Emergency services such as A&E. These are all part of the provision of primary care services alongside your GP or other clinical practitioner within the practice and are there to help provide care for you in the most accessible and convenient way possible.

Unfortunately, the level of demand for GP appointments means that we do not always have an appointment at the time or place that a patient prefers and so we have to offer suitable alternatives based on the symptoms that you describe to us. This is not fobbing anyone off, nor is it at our convenience but is rather a reflection on the demands in the system exceeding the resources available to meet them. We therefore have to prioritise appointment provision for those most in need. We have never treated any of our patients as an inconvenience and I can assure you that we do care very passionately about our patients. We would like nothing better than to give everyone what they ask for when they ask for it for but unfortunately, that is just not possible to do.

If you would like to contact me direct to discuss this further, then please do not hesitate to get in touch with me. I can be contacted by telephone at 01253 229470 or by email at lscicb-fw.hollandhousemanagers@nhs.net

Judith Milne

Practice Manager

Holland House Surgery