Park Leys Medical Practice

The practice has long recognised that not all patients are satisfied with our appointment system, indeed it has put an unwelcome strain on doctors and staff.

The problem was identifying a realistic solution without increasing the demand on practice and NHS resources.

We believe that increasing use of telephone consultations will reduce the need for face to face consultations and free up appointment slots for those patients who need them.

Patients telephoning to ask for an appointment will be asked to confirm their phone number. They will then be called back by a doctor who will discuss the problem with them. In many cases it is hoped that the matter will be resolved on the phone without the need for the patient to visit the surgery. This will save time for both the patient and the practice.

In those instances where the patient and the doctor agree that an appointment is necessary one will be made, by the doctor, normally for later that day.

All doctors will have spaces reserved in their surgeries for appointments to be made in this way.

In addition to being asked to confirm their phone number, receptionists will ask patients for brief details of the reason for their request. This is to allow the doctor to prioritise the calls so that, for example, someone reporting severe pain or a sick child will be attended to before someone with a query about medication. If you would rather not discuss things with the receptionist then you can decline to give this information, but you should be aware that this will make it more difficult for us to prioritise your call appropriately.

If, when you visit or speak to a doctor, a follow up appointment is required up to four weeks ahead then the doctor will make the appointment on the spot. If you need to change this at a later date you are free to do so.

We hope that you will agree that these changes are helping us to provide a better service to all our patients and, under normal circumstances, to see patients on the day that they request an appointment.

This has been a radical change, both for the practice and patients. We did not get it right from the start, nor did we expect to, but we have introduced changes to reflect patient comment and problems identified within the practice. We will continue to adapt the system as we feel that it will enable us to meet your needs for effectively.

We will shortly be issuing a survey to a random selection of patients to get some reliable feedback on what you, our patients, think of the changes and we will use this information to further improve the system. The results of the survey, and any changes we make as a result of your comments will be made available on the web site and in a future news letter.

Benefits to Patients

Doctors will call you back as soon as possible, our target is within one hour.
If you and the doctor agree that it is necessary you will be seen the same day.
You may not need to visit the surgery at all, but you will agree to this with a doctor.
When you do need to visit, waiting times will be shorter.
It will no longer be necessary to call first thing in the morning to get an appointment or speak to the doctor.

What do we ask from you?

Please ensure we have your up to date contact details, including mobile number.
Keep calls to reception as short as possible, someone else will be trying to get through.
Help us to help you by being available to take calls from doctor
If you are not going to be available to take a call please let reception know so that other arrangements can be made.
Please be patient, we are trying to get it right and we will listen to constructive comment.
Try not to phone first thing in the morning unless the matter is urgent or a home visit is being requested.