New Appointment System Trial - August 2022
Over the last few months, Jubilee Park Medical Partnership has had significant feedback from our patients that the current appointment system does not work well for everyone and it is very difficult to get access to an appointment. With this in mind, we have reviewed different ways in which our systems can work and have developed a new appointment system to trial.
So what does this new system look like?
From 15th August 2022 each day, there will be a number of pre-bookable slots for telephone consultations initially – bookable either one, three, five, seven or fourteen days ahead. These slots will be bookable by calling our care navigators or coming into the surgery. Pre-booked appointments will be given a time and you can expect to receive a call around the time of your appointment. However, please bear in mind that consultations can run over so you will be called as close to the time of your appointment as possible. If when you speak to a clinician on the telephone they feel you should be seen face to face, they will be able to offer you a further appointment for sometime in the next two weeks.
At the moment, we cannot release these slots online as the system is unable to differentiate between face-to-face or telephone appointments but this may be subject to review throughout the trial period of 3 months.
However please keep a look out for our text messages inviting you to book appointments online such as Smears and blood tests which is something we plan on implementing very soon.
Urgent On the Day:
In addition to advance bookings, it will also be possible to telephone the surgery to make urgent appoints for the same day. These appointments will take place by telephone and will be allocated on the day the call is received to report an urgent medical problem that cannot wait until the next available pre-bookable appointment. A GP, Advanced Nurse Practitioner (ANP) or Nurse Prescriber will review the reasons for the appointment and will contact patients in order of urgency. For this reason, you will not be allocated a specific time for your appointment. The Care Navigator will ask for brief details of your complaint so the GP/ANP/Nurse Prescriber has enough information available to the clinician to prioritise your call accordingly. Our Care Navigators also have training to identify certain very serious problems such as symptoms of Sepsis or Heart Attack and they are trained to signpost you to the emergency services if your symptoms reflect any one of the serious conditions. Our team is fully trained in confidentiality and information governance and is contractually obliged to keep details of your ailment confidential at all times.
There will be a very limited number of urgent on the day telephone appointments in place during the afternoons but we ask that where possible you call in the morning for a urgent same day appointment.
We are working really hard to provide a great service to all our patients whilst working under extreme pressures and we hope these changes create a much better service. Please be mindful this is a new system to our staff and they are learning a new way of working. Any verbal abuse on the telephone or in the surgery will not be tolerated. Our staff want to help you and we appreciate your help with being polite and kind to all of our practice staff.
We will review how the new system is working in 3 months time and any feedback you have in the meantime can be sent in via our website Homepage - The Jubilee Park Medical Partnership (parkhousemedicalcentre.com). We will give you an update in the next few weeks as to how things are going and we thank you for your patience.
Jubilee Park Medical Partnership
All consultations are by appointment only. Appointments can be made either by telephone or in person at reception. Please note children under 16 years should ideally be accompanied by an adult.
If you cannot attend for your appointment please let the care coordination team know as soon as possible, so that the cancellation may be offered to another patient. You can also cancel an appointment on this website (see link below).
When you make an appointment you will receive a text reminder. These appointment reminders are sent out 7 days prior to the appointment and again the day before the appointment. If you need to cancel your appointment follow the instructions in the text message and send a cancel text. There is no need to ring in to check that the appointment has cancelled; if you have texted the word CANCEL to the number provided the appointment will automatically cancel for you.
Routine appointments with a doctor can be booked up to 4 weeks in advance.
If you think you need to see a clinician urgently, we will try and give you an appointment for the same day. Our care coordination team will ask you for some basic information to ensure you see the correct person; this is usually with one of our Prescribing Nurses or it may be with a GP.
If you would like to speak to a doctor or a nurse over the telephone, contact the care coordination team who will arrange for a doctor to telephone.
We will endeavour to call you back on the same day but this is not always possible. If it is not possible for the GP or Nurse to call you that day you will normally be advised of this by a member of the care coordination team.
In some circumstances the the GP or Nurse may require a video consultation. This will be done via a link sent to your phone or computer and if the clinican feels it is appropriate.
If you would like a chaperone to be present during a consultation, please request this at the time of booking your appointment, otherwise there could be a short delay before seeing the doctor whilst one is organised.
Sometimes the doctor you see may be accompanied by a medical student. Please feel free to tell the doctor if you do not wish them to be present.
Please attend your appointment on time, if you are late you may not be seen. If you are not seen you will not be able to rearrange your appointment until the next working day-except in the event of an medical emergency that requires immediate attention.
If you require an interpreter when you attend for your appointment please notify the Care Coordinators when booking and theywill arrange this for you.
We have a texting service which allows you to receive confirmation and reminders about your appointments.
To have this service you will need to register by completing a consent form.
Please remember to update your contact details with us when you change address, telephone numbers and email address.
Our doctors can typically see four patientsat the surgery in the time it takes to do one home visit. For this reason we ask our patients to come to the practice if at all possible. However, if your condition means that you cannot attend the surgery or you are house bound we can visit at home. Please contact the care coordination team before 11:30 am to request a visit.
The care coordinator will take some basic details to pass to the doctor. The doctor will probably ring you to discuss your problem before agreeing to a home visit. Home visits may not be possible on the day it is requested, if this is the case you will be advised of this.
You can now book routine non urgent GP and Nurse appointments (not for any tests including bloods) in the evening, at weekends and over bank holidays in your local area.
Pre-bookable appointments are available Monday-Friday, 18:30 – 20:00, plus weekends and bank holidays and you can be seen by a GP, Nurse or Healthcare Assistant.
To book your appointment, contact the surgery during normal opening hours. Please be aware that the appointment may take place here or at another GP Practice in the area.
Our Lowdham site is open for pre-bookable appointments with our Practice Nurse from 7am on a Friday. There will also be some Fridays where a Doctor will be providing pre-bookable appointments from 7am on a Friday too.
Our telephone lines will not be open until 8.00am and we will not be able to take on the day bookings until 8.00am but the reception desk will be open for collecting paperwork, prescriptions, dropping of samples and making pre-bookable appointments.
If you need urgent medical advice when the surgery is closed, you should continue to call NHS 111.