As many of you will be aware, the coronavirus pandemic has necessitated a change from our old appointment system in order to limit face-to-face contact whenever possible and help stop the spread of coronavirus.

Firstly we would like to reassure you that we are still open and face-to-face appointments will always be provided if the GP feels they are clinically necessary. However, as things currently stand, in most cases a clinician will speak to you first via the telephone and if a face-to-face appointment is required then this will be arranged then. The instruction guide below explains how appointments will now be arranged going forward:

Routine Appointment Requests

For most problems which do not require an urgent on-the-day contact these can be arranged either via telephone or online using the “eConsultation” function.

• If calling via telephone the reception staff will then ask you for more information to help find the right person to address your needs. This information will then be passed onto the relevant team member.

If it is the GP who deals with your query/request then he/she will decide the best way to manage this which might be a text or telephone appointment in the first instance (or where a face-face appointment is deemed necessary then reception will call you to arrange this). Please be aware, as these are non-emergency requests they are unlikely to be actioned on the day they’re received.

• Alternatively the “eConsultations” tool is an effective and preferred method of contacting the practice. This is because it helps keep the phone lines free for emergencies. Whilst also having built-in clinical triage (you will be asked questions about your condition when you complete the form) which helps rule out important or dangerous conditions that may require more prompt action. The secure system also allows you to provide all the information you feel is important at a time of your choosing, without being rushed. Queries via this route will be answered in a timely manner, often within 48 hours but occasionally up to 7 days.

Urgent Appointment Requests

• Please do not use the eConsult function for emergencies/urgent matters – in these circumstances please ring through to the practice on 01865 374242. Again please call as early on in the day as possible and ideally before 11:30 to ensure the duty doctor can respond to you as soon as possible. Of course any urgent matter phoned through to the practice will be dealt with promptly. This action may take the form of a text message, phone call or face-to-face appointment depending upon the problem.