We are pleased to announce that from 1 May 2024 we are switching to a total online navigation system. First-hand experience from other NHS practices shows that moving online over the telephone is much better for patients and clinicians. Some major benefits include no phone queue, every patient giving their history to the same level of detail, and each patient’s needs can be assessed to navigate them to the right service the first time.
Primary Care services have changed with multiple services that patients can access to manage their particular needs. We work with a team of clinicians (internally and externally) who can help with your care. This new system will improve access, appointments, and continuity of care.
Our online service opens at 7:30 am. You will be asked to answer questions to help us navigate you to the right service. Please answer all the questions. Only submit ONE query per form.
Frequently asked questions
- How do I get online? If you are not confident about getting online and completing the form, please come to the front desk, and our Navigators can show you how to get online.
- I have difficulty accessing online. Patients who do not have a mobile phone or access to the internet can still call the surgery as normal, and our Navigation Team will be available to help.
- When will I get a response? We aim to get back to you as soon as possible and no later than 72 hours. There will be times when there may be a delay in responding to you while we await a response from another person/organization, but we will keep you updated on reasons for the delay.
- Will I get an appointment? Our navigation team will ensure you have a response to your query. This may be advice, signposting, referral, or an appointment.
- Can I request a preferred clinician? If you have a preferred clinician, please let us know. Whilst we strive to accommodate your request, we cannot guarantee it. We will endeavour to ensure you have continuity of care.
- Will I get an appointment quicker if I speak to reception instead? All methods of completing the triage forms, either online or in person, will be assessed equally.
- What if I need an urgent appointment? The online form will flag up any emergency/urgent needs to the navigators/clinicians. Conditions that require a same-day assessment will be booked in on the same day or directed to an appropriate service. You will be notified either online or by phone.
- What if I have more than one medical issue that I need help with? Please submit ONE query per form. This is to allow you to add sufficient detail for each problem and to allow our staff to appropriately deal with your request. Please note if multiple queries are entered in one form, we will request you to re-submit with one problem per form.
- Why are you changing the system? The benefits of using online navigation are:
- Easy to access.
- No waiting on hold on the phone.
- The surgery will be able to help more quickly and easily.
- Patients who need appointments most will be prioritized, rather than patients who get through on the phones first.
- What are the opening times of the online service? The online service opening hours are 7:30 am – 6:30 pm.
- Can I do an online consultation on behalf of a family member? You can do an online consultation on behalf of a family member who is registered with us, for example children or elderly. You need to ensure that you enter their personal details to ensure the consultation goes into their medical records. You will be asked to identify your relationship with them.
- What queries can I ask online? You can ask about anything related to your medical care, for example medication, acute illness, chronic illness. For queries concerning waiting times for external appointments, please contact the external organizations directly; we have no influence on their waiting times. You can download the NHS App which gives you hospital waiting times.
- What about test results? You can view your test results on the NHS App. The clinician will review your test results within 5 working days and make a comment. If you need follow-up, this will be arranged.