Our Urgent Care Team - March 2017
In order to manage requests for on-the-day appointments more efficiently, we are introducing the use of our new ‘Urgent Care Team’. The main change will be for patients who request an urgent or on-the-day appointment. All these patients will receive a call back from the Urgent Care Doctor or Nurse who will discuss the patients concerns and symptoms. If the Doctor or Nurse can resolve the matter over the phone they will do so and avoid the need for the patient to come into the surgery. If they cannot resolve the matter over the phone they will book appointment for you to see the appropriate clinician, this may be a GP, Nurse Practitioner, a Paramedic, or a Health Care Assistant. These are all be existing staff members of the Westbury Group Practice.
New Appointment System for GP Appointments - August 2016
With a view to improving waiting times for an appointment with GPs, we have decided to trial a new booking system. We are hoping that this system will allow better access to the GP appointments and you should not have to wait any longer than a week at any time. This new system is a trial, should it not work as well as we would like or we need to make changes the format, we will keep you fully informed.
The only appointments that will be available to book with a GP are the following:
- Daily Duty Appointments
- 24 hour advanced Appointments
- 48 hour advanced Appointments
- Weekly advanced Appointments
This means you will only be able to book up to one week in advance at any time. There will be no routines bookable after a week, you will have to call back the week before if you want an appointment on a certain day. We believe, after listening to our patients, we needed to try something new. We always appreciate feedback from you, please email firstname.lastname@example.org to let us know what experience you have had with this change. Please be aware that we also have numerous other professionals apart from GPs who may be able to treat you. Our fully trained reception team will ask a few routine questions at the time of booking to ensure you are seen by an appropriate professional.
Patients should telephone for an appointment to be seen during normal opening hours. Appointments are available every week day between 08:00 and 18:30 either in routine surgeries or with the duty doctor for urgent cases only. When appropriate we also offer telephone appointments with both the doctors and nurses. Click on the link for more information.
Duty Doctor Telephone Appointments
We also offer a selection of appointments outside our normal working hours which include early morning, late evening and Saturday appointments for those patients who find it difficult to make routine appointments due to work and family commitments during the working day.
White Horse Health Centre and Bratton Surgery offer appointments outside the practice’s normal working hours for patients who find it difficult to make routine appointments due to work and family commitments during the normal working week. Please see our opening hours for this information.
How do I make an appointment?
You can currently book appointments in two ways:
Telephone - To book an appointment please telephone the practice.
In Person - Come into any of the three surgeries and see the receptionist at the desk.
Online - We now offer some appointments to book online, if you are registered for online services, you will able to see those appointments.
When making an appointment you will be asked some brief questions by the receptionists. This helps us make sure you access the person best able to help you. If you do not wish to discuss things with the receptionist, this will of course be respected.
How do I cancel an appointment?
Please let us know if you are unable to come to your appointment, so that it may be offered to someone else. We now have a dedicated cancellation line answering service. Using this line you can cancel an appointment 24 hours a day, 7 days a week. Simply call the practice and follow the instructions. Please leave as many details as possible about your appointment.
How long are appointment slots?
Our normal appointment slots are 10 minutes long. Some things require longer appointments and you will be advised of this at the time of booking. If you feel you need an appointment that is longer or shorter than the designated 10 minute slots, please advise the receptionist when booking your appointment and your consultation time will be adjusted accordingly. Only one ailment can be discussed within a 10 minute appointment. 1 ailment 1 appointment.
Please telephone reception before 10:00 if you require a home visit. You may only request a home visit if you are housebound or are too ill to visit the practice. Your GP will only visit you at home if they think that your medical condition requires it and will also decide how urgently a visit is needed. You can be visited at home by a community nurse if you are referred by your GP. You should also be visited at home by a health visitor if you have recently had a baby or if you are newly registered with a GP and have a child under five years.
The doctor will try and telephone you at home in advance of visiting to gain a better understanding of your problem and situation and may decide that a visit to your home might not be necessary.Please remember the doctor can see four patients at the surgery in the time it takes to make one home visit so please try to get to the surgery if you can.
You do not require a doctor's sickness certificate for any illness lasting seven days or less. Your employer may however require you to complete a self-certification form (SC2) which is available from your employer or on the HMRC website. If you are sick for more than seven days, your employer can ask you to give them some form of medical evidence to support payment of SSP (statutory sick pay). It is up to your employer to decide whether you are incapable of work. A medical certificate, now called a 'Statement of Fitness for Work’ (see below) from your doctor is strong evidence that you are sick and would normally be accepted, unless there is evidence to prove otherwise. You could also provide evidence from someone who is not a medical practitioner (e.g. a dentist). Your employer will decide whether or not this evidence is acceptable. If your employer has any doubts, they may still ask for a medical certificate from your GP.