Our vision: to transform access to medical care.

Guide for patient communication

These messages will be reflected in the leaflet we produce for you.


“We listened…”

In many practices patients have found it difficult to get an appointment with a GP, and you are taking action to put this right.  Bring any data you have on the problem – the key is to show you have listened, and how this is going to help.

Our appointment system is changing to improve our service.

You call the surgery in exactly the same way.  Our reception staff will take you name and make sure they have your correct telephone number, landline or mobile.  They will ask you in confidence what is the nature of the problem.  You do not have to say,  but it is helpful to the doctor who will call you back on the phone.

How soon will the doctor call?

The doctor will call as soon as possible, usually within the hour, so please stay in or with your phone.  Please tell the receptionist if you need the call at a particular time.

What happens when the doctor calls?

The doctor will discuss the problem with you and work out what to do next. You may want advice, or a prescription, or you may need to come in. The doctor will arrange an appointment if you need to be seen. Usually this will be the same day, but you can ask for a later day if you wish.

Do I need to call early?

No, the service is exactly the same whatever time you call. There is often a rush at the start of the day, so you may find a quicker response later on.

How does this help patients?

It cuts down the wait to see a doctor.
It saves the frustration of not getting through.
It avoids wasted time coming in to the surgery when you don’t need to.

Already, over 500,000 patients enjoy this new system all around the country.

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