New Appointment System

Implementation 12th September 2018

The current appointment system is under pressure and we are struggling to offer a system that is fair to all patients. We are concerned that with the current system some patients are waiting too long to see a doctor.

From Wednesday 12 September, patients who feel that their problem is medically urgent for today will be phoned back by the duty doctor at Cromwell Place. The phone number to ring is 01480 462206.

The receptionist will ask you to confirm your contact details and will ask for more information regarding your symptoms this will allow the Duty Doctor to triage the urgency of the call back.   The duty doctor will aim to phone you back within an hour to discuss your problem and decide on the most appropriate action for you. This may be an urgent appointment with one of the doctors or nurse practitioners. It may be an appointment in a few days with one of the doctors, or advice to book a routine appointment.   The doctor may be able to give advice on medication without seeing you in some cases, or direct you to other NHS services like physio direct, or suggest arranging some tests before seeing a doctor, or whether it would be better for you to go to A&E.

If you feel that a home visit is required, please phone before 11 am if possible, and again the duty doctor will phone you back to discuss the visit request, and to agree with you the best way forward.

You will still be able to book a routine appointment with your usual doctor.

We will no longer be accepting urine specimens at reception unless a doctor or nurse has requested this. If you feel that you have a urine infection, please ask for a phone call from the duty doctor.

We appreciate that these are significant changes, that may cause concern and anxiety to some patients, but we feel that our current system is no longer sustainable. We hope that by making these changes we will ensure that those people who are most in need of urgent medical attention will receive care quickly and effectively. If you have any feedback, concern or questions about the new system, please contact our practice manager Louise Waller, by e mail cromwell.place@nhs.net or by phone, 01480 462206, or by post.

Phone Lines 01480 462206

To aid this change with the new triage system the Surgery has increased its number of phone lines and these will be installed in time for the go live date of 12th September.