New Telephone System

In response to patient feedback, the surgery has decided to invest in a new phone system.  It is a big change for the surgery and is the result of months of work and planning and includes the replacement of our phone lines and over 30 handsets.

Our new phone system will record all calls to and from the practice to protect our patients, staff and healthcare professionals.  We will also occasionally use recordings for staff training and quality control.

The new system ‘goes live’ from 10:00 a.m. on Friday 12^th May.  One of the benefits of this new system is that we will be able to monitor and analyse calls to and from the practice more effectively.

The new telephone system will benefit patients by:

• Allowing you to request a call back if there is a queue – the system enables you to keep your place in the queue, when it is your turn the system will automatically call you back. (please note this will not work if you call us from a call centre or withheld number) There is no charge for the call back. 

• With our current system phone calls sometimes appear as a withheld number which can be confusing, but the new system will not do this. You will always know that it is the surgery calling you. 

• We will be able to put messages on the system immediately, so keeping patients more up to date.

There is no change to the surgery phone number – you will continue to call us on 01788 544744.

There may be a few teething problems on the ‘go live’ day and we would greatly appreciate your help and cooperation with the changeover to the new telephone system.  We are changing over a couple of weeks ahead of the change to the appointment system to allow for any teething issues to be addressed.

New Appointment System

From 5^th June 2023 the way patients access appointments will be changing.  Everyone will complete a form asking a few questions.  The form is available online via this link https://florey.accurx.com/p/M84035 - you do not need to register with an app to access this link. If you do not have access to the internet, please telephone the practice and one of our reception team will complete the form on your behalf.  Alternatively, the form can be completed on your behalf by a family member or friend. Once you have submitted the form, it will be reviewed within 1 working day, by a member of our clinical team who will decide on what needs to happen next.

Why are you changing your appointment system?

As with all GP practices, we have noticed a huge increase in our workload over the last couple of years.  There are many factors causing this, which include:

• people being comfortable to have appointments again following the pandemic
• hospital waiting lists are extremely long and so patients are seeing us multiple times whilst waiting to see the specialist
• increased population across Rugby, including Houlton without a new surgery being opened

We are conscious that the current way we release appointments is not working and acknowledge that this is stressful for patients and our staff.  Until now sameday appointments release at 8:30 a.m. and pre bookable at 2 p.m. each day. There is often a long phone queue at these times.

Is this new appointment system a method of reducing your workload?

No, our new system actually enables us to help more patients.  Currently, once appointments have all gone, patients are advised to try again another day or seek advice or help from other avenues.  With our new system, all requests for advice/appointments received will be screened by a member of our clinical team within 1 working day.

Does this mean I will always get an appointment with a GP the same day?

No, however we will now be able to offer more appointments than we ever have previously.  To enable us to do this, we have increased our Clinical Team to include additional healthcare professionals.  We have Advanced Nurse Practitioners, First Contact Physiotherapists, Clinical Pharmacists, Mental Health Support Workers and Social Prescribers.  To learn more about these roles please visit the appointments tab on this website. 

A member of the Clinical Team will triage your request and you may be offered advice, an appointment with the most appropriate member of our Clinical Team or referred to another service.

How will patients access appointments in future?

All requests for GP appointments, medication queries, fit notes (previously known as sick notes) and other admin queries, will be submitted via our new online system called Accurx.  The link to this is https://florey.accurx.com/p/M84035 and can also be found on our website.  If you are not able to use the online system, please contact Reception who will complete the Accurx template with you over the phone or at the reception desk – but please note, in order to reduce the waiting times on the telephone, it is important that if you can complete it yourself online, that you do.

Can I still ask for a specific clinician?

One of the benefits we hope for with this new system is to improve continuity of care. If you are contacting us for a recurring or long-term problem, it would be helpful to know if there is a clinician you have spoken to about it before.  We will aim for you to speak with them, though this may not always be possible - for example, if a specific clinician is on annual leave.  If it s is a new problem, we will involve the most appropriate clinician. 

Will I be seen quicker if I telephone in?

No. If you are unable to complete the questionnaire online, our receptionist will complete this with you over the telephone – this will take longer than if they were booking you straight in, so if you can complete it online yourself, we ask that you do.

Does this change how I request a repeat prescription?

No, please request your repeat prescriptions as you always have.

Do we still need to request same day appointments at 8:30 a.m.?

No – the online system will accept requests between 8:00 a.m. and 5:00 p.m. Monday to Friday and we aim to respond to your request within 1 working day.  The response will often be much quicker. 

What happens if I have an urgent issue after 5:00 p.m.?

You can telephone our surgery and one of our reception team will be able to assist you.  Please note that if your query is not urgent, you will be asked to contact via Accurx on the next working day. 

How do I book Nurse or Healthcare Assistant appointments?

You will still book these the way you do now via Reception. 

Can I provide feedback on the new system?

Of course you can! We welcome positive or constructive feedback on the new system.  Please email them for the attention of Kellie Preece, our Practice Manager, to westsidemedicalcentre@nhs.net

We are mindful this is a considerable change in the way bookings are administered.  Our Reception Staff are happy to continue supporting you if you have any questions or queries.