It is not always appropriate for Doctors to speak with Patients on the telephone. Some matters need face to face consultation.
Due to the increased number of Patients wishing to speak to the Doctors, we have had to implement a new system to enable us to deal with call requests, ensure that telephone calls are prioritised and that the care and safety of Patients is maintained.
Requests for telephone calls will only be taken between 8.30 - 10.30 daily;
Emergency requests only in the afternoon;
Patients MUST give Staff details of why they are requesting a telephone call;
Staff have been trained by GPs when to advise Patients that a phone call is inappropriate and an appointment is necessary. Patients may be offered an appointment.
Calls will be prioritised by Doctors.
Patients who have not given a reason for their request, may not have their call prioritised and may have to wait longer for a response.
Telephone calls are for URGENT or Immediately Necessary Advice
Requests to discuss test results; holiday vaccinations; previous referrals; routine care/updates for longing health matters will require an appointment;
Due to time constraints and the number of requests, Doctors will ring Patients back only ONCE - so Patients must remain available. Doctors cannot always accept call-backs from Patients who have missed their call.
Our Staff are trained in Data Protection and Confidentiality. They have access to Patients medical records including test results. Patients therefore may give sensitive and confidential information to them, in order to assist Doctors in prioritising call requests.
Thank you for your cooperation.