Our appointments system has changed.

Due to the COVID-19 Pandemic, primary care have changed the way they operate. In order to ensure the safety of our staff and other patients attending the practice, we have adopted a Total Triage System.

Total triage means that every patient contacting the practice is first triaged before making an appointment. As much as possible, our patients are being managed remotely (online, phone, video) unless face-to-face contact is absolutely clinically necessary.

However, this does not mean that we are not advising/treating patients for any health issues where there is clinical need but ensuring that patients are appropriately triaged to the right health professional setting.

During the height of the outbreak, certain high risk services were suspended but our practice has been open throughout and patients that need regular monitoring are being invited in regularly in order to ensure their wellbeing.

If you need medical assistance or are due any investigations/tests, please call the surgery and we will arrange for a health professional to contact you and agree a course of action.

Non-Attendance of Appointments

Since the practice has introduced more face-to-face appointments, we have seen a rise in the number of patients not attending for their appointment. This means patients who genuinely have healthcare needs and wish to see a clinician are having to wait longer for their appointment.

The practice is introducing a new policy from the 1st May 2024 to combat this rise.

The steps of the Non-Attendance Policy are:

• 1st Non-Attendance – you will be contacted about the non-attendance and informed of the next steps if you were to not attend again.
• 2nd Non-Attendance – A warning letter will be issued asking for an explanation for the missed appointments and the possibility of removal from the practice if further non-attendance is to occur.
• 3rd Non-Attendance – A second warning letter will be issued, and you will be required to speak with the Patient Liaison Team about the non-attendance, if there is not a valid reason for the missed appointments then you may be removed from the practice, if you do not contact the Patient Liaison Team, then you may be removed from the practice.
• If you are removed from the practice, you will have 30 days to find a new GP.

Non-Attendance counts are on a 12-month rolling basis, this same policy applies to children who are not brought to their appointments by their parent or carer. As children or vulnerable adults are dependent on a carer or parent for their care then multiple non-attendance will result in a referral to the practice safeguarding lead for consideration.

How to cancel your appointment

There are multiple ways you can cancel a booked appointment, these include:

• Cancellation link on your SMS text reminder for the appointment.
• Online through Patient Access or the NHS App.
• Practice email – nel.b81091@nhs.net (include your name and the appointment details)
• Telephone – 01472 246100.