Throughout July and August our reception team will be trained to use a new booking system, designed by Doctors, which will guide them through asking you questions about your condition. They will be asking the kind of questions that you are used to, about how long you’ve felt unwell and for some details about how you’re feeling. The receptionist will then be able to book you an appointment in the normal way and offer you some advice on what to do if you start to feel worse, and some tips to help you manage your condition while you wait for your appointment. They will pass this information on to the Doctor or Nurse that you will be seeing, so you won't have to repeat yourself.
We are moving to this new system because we think it will improve care for all our patients. It will make sure that all our receptionists are working in the same way, so you will have the same experience every time you call. It will help you to feel confident in looking after yourself or your family while you wait for your appointment, and it will help to reduce the amount of time you spend seeing a Doctor or Nurse who doesn’t know you.
We want to reduce the number of calls that are booked with our Doctors when they are on Duty, and handling emergencies, and increase the number of routine calls and face-to-face appointments that are available. This will mean that when you want to see your GP we will have more appointments to offer you and won’t have to ask you to ring back, or to speak to them when they’re trying to juggle too many things at once. We hope that this will cause less frustration for you and our GP's, which will mean better care for you and your family.
A small group of patients have kindly tested this system for us already and given us some feedback, which we have used to write this helpful guide.