Appointments from Monday 4th September 2023
Demand for GP appointments is at a record high and the number of GPs is falling. The gap continues to grow and makes it more difficult to provide the care we want for our patients. We understand the frustration that you feel when trying to get through to the surgery on the telephone. We have listened to your feedback and have decided to introduce a new way for patients to contact the surgery to request appointments and other services.
On Monday 4th September we will be launching our new website which is fully integrated with the NHS APP. The website also incorporates AccuRx Patient Triage, a new online system that is a simple, flexible and fast way to contact the practice with medical or administrative queries.
All patient requests will be channelled through the new online forms. This means that rather than calling the practice you can simply go online and complete the AccuRx triage request form. All patients, whether going on line, telephoning the surgery, or attending in person, will have their request dealt within the same way. There will no longer be any advantage in calling at 8.00am or coming to the practice before we open. You will be able to contact the surgery via the online form 8:00am and 4pm and have the peace of mind that your request will be reviewed by a GP and the appropriate action will be taken.
The online form is simple to use. You just need to answer a few short questions about your issue. If we need more information then we will contact you. If you have any difficulty completing the online form, you can still contact the practice by phone and a member of the team will talk you through this or complete a form on your behalf. Urgent medical problems can still be dealt with over the phone outside of these times until the practice closes at 6:30pm.
Through the website, you will also be able to access lots of trusted online advice and guidance on conditions, symptoms and treatments as well as details of relevant local services, such as pharmacy support, which may be more appropriate than visiting the surgery.
All medical requests will be assessed by a GP who will decide urgency and nature of treatment required; this could be signposting to other services that are better suited to your needs, giving advice on self-care or a direct referral. Appointments with a relevant health care professional such as a physiotherapist, nurse or doctor will be given where appropriate. All medical queries will be reviewed by a GP on the day we receive them; we will respond to urgent matters the same day – if it’s less urgent within 2 working days.
Administrative requests, such as requests for a doctor’s letter, fit notes, medication enquiries, chasing a referral or test results will be picked up and dealt with by our highly trained reception team. Administrative requests will be responded to within 3 working days.
The online form is very simple to use. You just need to answer a few short questions about your issue. If we need more information then we will contact you. If you have any difficulty completing the online form, then you can get someone else to do it for you and you can complete a form on behalf of someone else. You can still contact the practice by phone and a member of the team will talk you through this or complete a form on your behalf. The link to the form will be live for queries between 8:00am and 4:00pm until capacity is reached.
We appreciate that this is going to be a big change for you as patients; it’s a big change for the team here at Derby Medical Centre too. While we are adjusting to this change and new way of working, we would ask that you are patient with our reception team. Calls may take a little longer to begin with, so we encourage anyone who is able to go online to complete the AccuRx requests to please do so.