All the GPs and staff would like to thank you all for your patience at this difficult time! We apologise for the length of time it is taking to answer patient’s telephone calls. We have expanded the number of phone lines. However we are still receiving an unprecedented amount of calls. We are also receiving an increasing number of complaints and verbal abuse aimed towards reception staff, which we find very upsetting, when they are all working extremely hard to provide service for over 10,800 patients.
The GP partners appreciate it is increasingly frustrating when you have been trying to make an appointment but would like to remind you practice staff are striving to deliver essential services during the COVID19 pandemic to terminally ill patients, patients with serious health needs or long-term conditions and patients who are clinically vulnerable or high risk.
We are still dealing with urgent appointments only and as we start to open up more services in the NHS again we know that things are slow and waiting times are long, but we are doing our very best to deal with everything as quickly as possible and in order of clinical priority. We do understand that some of you may have had a problem for some time and not sought help because of the COVID19 pandemic, others may have had their treatment or follow up interrupted by the lockdown and of course new things are cropping up all the time. However we have a 6 month backlog and significantly reduced capacity due to ongoing social distancing, so please bear with us if it is difficult to get in touch or if you have to wait for a face to face appointment or telephone call.
Reception staff offer all patients Care Navigation, advising you who you should see in the first instance, this is done with the approval of the GP’s not because they are just being nosy! They are trained to direct patients to the appropriate service for their needs; this includes the pharmacist, optician and dentist. Remember, for administration issues or simple questions only, it is often easier to drop in a letter, email or use our e-consultation facility (via our practice website) than it is to get in touch by telephone. Please do not ring for test results, the practice will get in touch with you by text or phone if they need to discuss your results or if you need treatment.
Thank you again for your continued patience and understanding during these difficult times.