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APPOINTMENT SYSTEM UPDATE
If your appointment is urgent for the same day, please phone us as usual (DO NOT USE our triage system).
If you have a non-urgent medical issue, or an administration query, you can now contact us during surgery hours on our clinical system:
OR phone the medical centre if you cannot use the sevice and we will assist you.
We hope this will provide convenience and ease in accessing medical care.
Please note, a GP will triage your request and get back to you in two working days with an outcome.
Transcript of video:
Hello, my name is Doctor Kay; I’m a Harcourt GP
The Purpose of this video is to tell you more about the appointment system.
NHS England contractual changes have recently come into place regarding access to GP services, as a result we’ve had to change our appointment system.
Essentially when you contact the practice, we need to take the details of your medical problem and offer you an appropriate outcome. This could be a routine GP appointment, a telephone call with a pharmacist or even advice to contact an emergency eye care service.
But there are clear Benefits for you and your family.
For most patients the most helpful change is that you won’t have to keep calling for a routine medical problem.
Our triage system, called AccuRx, is convenient and available on surgery working days, 8 am through to 6pm, via the web with no username or password requirement.
If you do not have Internet access or the confidence to use an online service, you can telephone, and we will help complete a request or you could ask a family member or friend to help you.
I just want to stress use of a website is not essential, however, for most people, it remains the most efficient and time-saving way to contact the practice.
All medical requests are triaged by a qualified GP not a receptionist.
Once you have submitted a request, it will be triaged within two working days, and you’ll usually be offered an initial telephone appointment with your named GP where possible within two weeks.
We may of course advise you to seek other medical services if deemed more appropriate, for example, seeing a pharmacist if you have headlice.
You can still phone if you’re not able to complete an online request BUT you MUST call if you have an urgent medical problem. This is important as we may take up to 2 working days to deal with requests submitted directly via the website.
Sadly, you can no longer call on the day and get a same day appointment unless the matter is urgent.
We also request that you use the online system where possible for administration enquiries, such as repeat prescriptions and sick notes etc.
Please bear with us as we get used to this new way of working, no system is perfect, but we will do our best to look after you and your family.
As always, we will see sick children under the age of 5 and deal with urgent palliative care issues as they arise.
We look forward to offering you continued personal care as we go forward.
Finally, I would just like to outline what we would consider an urgent medical problem – this is an emergency or occurrence that will have arisen within the last 2 days. On-going problems or chronic problems are not deemed an emergency unless the problem has worsened within the last 2 days and requires immediate action.
I hope this short introduction has been helpful, we look forward to providing you and your family good medical care.