"Appallingly defensive complexity"

Dear Patient Representative

All North West Surrey Practice websites are run by the same company and a huge investment has been made by our CCG to assist us with dealing with the increased demand for services.I therfore acknowledge tht we may well be doing something different to the local surgeries in your area.

We ask that all patients with internet access request a GP appointment using our on-line form, the reason for this is to free up demand on the phones to enable those without internet access. Our staff will complete the on-line forms for this group of patients with the patient still on the line. This then takes time.

Unfortunately, as soon as the covid vaccination programme was announced, we started taking calls about "when will I get my vaccination" despite a big campaign asking patients not to call surgeries.

The vaccination programme differes again between localities. In North West Surrey, the programme is managed by our Federation, freeing up more GP time. This does not mean that we aren't helping with the vaccine programme as many staff finish their shifts and move on to the vaccine centres in their spare time.

I appreciate that it can take some time getting used to the forms especially if your surgery works in a different way but the benefit to the practices are that we can undertake more patient contacts in a day.

There are different reasons for the phones being so busy and completing forms for patients who do not have or don't want to do the on-line forms is just one example. We are currently getting "when will I be called about my second vaccination calls" each deserves an explanation and assistance. We will answer your call but we do ask you to be patient.

Kind regards

Caroline Self

Practice Manager