With the arrival of the New Year, we’re embracing a reset. We’re delighted to announce that we’re taking a new approach that we hope will enhance your experience of contacting the surgery.
We have always worked hard to make it as easy as possible for our patients to reach us. However, for a number of reasons (such as an absent government, decreasing GP numbers, practice closures, long hospital waiting lists and sustained cuts to healthcare funding), we have seen an increasing number of people in need of our help and support. Safety is paramount but it is being compromised in the current crisis. We are seeing a level of demand that can simply not be met by the current staffing and funding levels. We need to be able to work safely for our patients. This includes prioritising those in urgent need, whilst maintaining availability for non-urgent medical problems. Continuity of care, particularly for the most vulnerable and the elderly, is also vital and remains a top priority.
We know it’s been tough for many of you. However we want to reassure you that we will continue to strive for better on behalf of our patients. With this in mind, we’ve listened very carefully to your feedback, and after months of research and development, we believe that we have a workable, patient-focussed solution.
From the 4th January, if you would like to make an appointment with your GP or pass on a message, simply call us on our usual number – 028 9163 8700. Our team at reception will go through a short list of routine questions with you, before passing that information to our “on call” GP. Based on the information that you have provided, together with careful consideration of your medical history, the GP will decide a plan for you. You will then be contacted by our colleagues at reception the same day to relay your GP-approved plan. This will allow us to ensure that your care is provided in a fair and reasonable timeframe as decided by a GP. Other benefits we have introduced include:
- Book with a GP of your choice at a time that suits – we have invested heavily in technology that will allow you to book your own appointments using a link sent directly to your phone. You just choose the time and the GP.
- Your Choice of appointment – you can request a telephone or face to face appointment to suit your preference.
Just a quick note on your call to our reception. We have asked our receptionists to go through some basic questions with you when you contact us. As GPs, we have personally written these questions and our colleagues at reception are simply gathering and passing on information as instructed. Nothing more. The receptionist will not be “triaging” or making any assessment of your medical queries. They are simply there to support you in getting your query to us quickly. The more you can tell them, the more we can help. However, if you have sensitive concerns, you can simply inform reception, they will address them discreetly and pass them onto a GP.
Your confidentiality is of the upmost importance to all of us here at Redwood Surgery, and your information is as confidential at reception as it is in the doctor’s office.
At Redwood Surgery, we have always sought to provide quality care with a strong sense of connection to our patient community. We hope that this new way forward will further enhance our service, so that you and your loved ones can remain assured that we’re here for you when you need us.