Message for our patients.
We are always looking for ways to improve your access to GP appointments, as demand continues to rise. We are aware of the increasing wait times for routine GP appointments and have listened to your concerns. Following research, we have found an effective solution that will change the way you access our services. On Monday 30th September, we will be introducing a GP led Total Triage system.
All requests for GP appointments and queries (routine and urgent) will be reviewed by our triage doctor, on the same day, and an appointment will be offered as clinically appropriate. We want to make sure patients are getting the advice and access they need in a timely manner, in line with their clinical needs.
You should no longer telephone the practice to book a GP appointment. Bookings will be replaced with a new, quick and simple online triage form on our website. This can be accessed through our website (The Boathouse Surgery (pangbournesurgery.co.uk) between 8 am – 4 pm, Monday to Friday. If you have an urgent medical need after 4pm, please call the surgery and you will be seen.
Whilst this system will be easily accessible for most patients; for those that don’t have access to the internet please call our reception team who will be able to assist you by completing the online request form for you. You are welcome to come to the surgery and speak to them in person, should you prefer.
Once the GP has triaged your request, the outcome may be:
- An urgent appointment that day with the appropriate clinician (GP / Paramedic / Nurse Practitioner)
- An urgent GP appointment
- A routine GP appointment
- Referral for relevant tests
- A nurse appointment
- A reply via your chosen contact method for queries that do not need an appointment
- Passed on to our clinical pharmacist team for relevant medication queries
- Passed on to our admin team, such as medial secretaries, for relevant queries
- A referral to our social prescriber
- Signposted to other providers, such as community pharmacy, physiotherapy, minor injuries, or 111.
Please note, there is no change to the booking of nurse or health care assistant appointments for the time being – these appointments can be arranged by phoning the surgery, as usual. Please only book a blood test if you have been requested to do so by a clinician.
We would like to remind patients that if they are experiencing life-threatening symptoms, please dial 999, or if you’re unsure what service you need consider using 111 online.
Over the next six weeks, we will have limited availability, as our current system winds down (routine appointments are not available to book beyond 1st October when the new system starts). All urgent and acute medical needs will still be seen and dealt with appropriately.
Many neighbouring practices are now using this system, and feedback has been very positive with the average wait for a routine appointment reduced to 10 days.
The form will allow you to state your preferred contact method so that we can get in touch with you following triage. This may be via email, a phone call, or a text message which may include a booking link to allow you to book the appropriate appointment at your convenience.
If you have any questions or concerns regarding the new Total Triage system, please send these to us via our online feedback form (Feedback | The Boathouse Surgery (pangbournesurgery.co.uk) or in writing for the attention of the practice manager. We will then be able to produce and share an FAQ to answer these. Please do not call our reception team with questions or queries.
Thank you for support and understanding as we make this transition – we hope this will improve care and continuity, enabling those who need to see a GP, to do so promptly.
The Partners
Pangbourne Medical Practice
(This message will be sent out to all patients from w/c 19th August)