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.

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. 

Sickness Certificates

You do not require a doctor's sickness certificate for any illness lasting seven days or less. Your employer may however require you to complete a self-certification form (SC2) which is available from your employer or on the HMRC website.

Evidence that you are sick

If you are sick for more than seven days, your employer can ask you to give them some form of medical evidence to support payment of SSP (Statutory Sick Pay).

It is up to your employer to decide whether you are incapable of work. A medical certificate, now called a 'Statement of Fitness for Work’ (see below) from your doctor is strong evidence that you are sick and would normally be accepted, unless there is evidence to prove otherwise.

You could also provide evidence from someone who is not a medical practitioner, e.g. a dentist. Your employer will decide whether this evidence is acceptable. If your employer has any doubts, they may still ask for a medical certificate from your GP.

Returning to Work

If you have been off work and have had a 'fitness for work' note from your GP, you do not need an updated note to say that you are fit to return. Once you are better, you simply return to work.

For more information of Fit for Work guidance, please visit https://www.gov.uk/government/collections/fit-for-work-guidance.

Tests

Sometimes, various tests such as blood tests and urine tests etc may be required by your GP.

If you need to have a blood test, your doctor will print a blood test form for you which you must pick up from reception.

You must make an appointment at either UHCW or St Cross and you must take the blood form with you to the appointment.

Please use the link below to book your blood test:

https://www.swiftqueue.co.uk/userlogin.php

WE DO NOT TAKE BLOOD TESTS HERE AT THE SURGERY.

Results

The time it takes for test results to come back depends on the type of test.

Please note, if your results come back normal, we will not contact you with your results. If, however further treatment or a follow up appointment is required, you will be contacted by telephone.

If you wish to have a copy of your results, you must request them from reception.

What is an Advanced Nurse Practitioner (ANP)?

ANPs are trained advanced health practitioners who have undertaken additional education to enable them to provide advanced patient care and to prescribe.  They are an important part of the general practice team.  In providing the care for patients, they follow the ‘Core Capabilities Framework for Advanced Clinical Practice (Nurses) Working in General Practice / Primary Care in England’ which has been produced in conjunction with the Royal College of General Practitioners (GPs).

ANPs are experienced and highly skilled senior nurses with advanced clinical skills to enable them to:           

• Take a full medical history, carry out physical assessments and examinations
• Make a diagnosis and carry out treatment, including the prescribing of medicines.
• Plan any required follow up treatment
• Refer patients where necessary
• Arrange admission to hospital if necessary
• Can advise whether your condition requires you to take time off work and can provide ‘Fit Notes’

If your appointment is directed to an ANP it is because they are trained to assess and examine you for the condition you have described.

ANPs have different areas of expertise. Our ANPs are all trained in Minor Illness (Acute) and as such, are able to assess and treat conditions such as:  

• Acute (not ongoing) Back and Joint Pain
• Wounds, Scalds, Burns and Rashes
• Shingles
• Oral Thrush
• Infections such as Chest, Ear, Throat, Sinusitis, skin infections such as boils and abscess’
• Diarrhoea and Vomiting
• Constipation
• Piles
• Depression
• Some Gynaecological conditions

This list is not exhaustive.

Some patients, often those with complex and long-standing medical problems may need an appointment with a GP afterwards, however the ANP is usually able to assess the situation and in some cases organise initial blood tests and other investigations prior to arranging a follow up with your GP.

Clinical pharmacists are health professionals who train for many years to become specialists in medicines. They can work directly with you as part of the GP team to make sure your medicines help you to get better and stay well. Having a clinical pharmacist in the GP team means you can be treated by the best person to meet your needs. All pharmacists are registered with the General Pharmaceutical Council.

You will see a clinical pharmacist when you need expert advice on your medicines.

If your medicine is making you feel bad, the clinical pharmacist can help by changing your medicine or changing how much medicine you are taking. If you take a few different medicines, the clinical pharmacist can help you make sure they are all working well together

If you are taking medicines for a long time, you will need to have them checked at least once a year. The clinical pharmacist can check all your medicines and talk to you about how the medicines are working for you. They can also do health checks like taking your blood pressure or making appointments for you to have other tests, like blood tests.

If your medicines have been changed while you were in hospital, the clinical pharmacist can help explain these changes and make sure the medicines are working well for you.

You will see a clinical pharmacist in a private room, just like when you see a GP or a practice nurse.

If you see a clinical pharmacist, you will still be able to see your GP if you need to.

First Contact Physiotherapists (FCPs) are physiotherapists usually based in GP surgeries with an expertise in the assessment and management of musculoskeletal conditions. They provide new expertise and increased capacity to general practice and providing patients with faster access to the right care. 

The vast majority of musculoskeletal first contact practitioners are physiotherapists with enhanced skills. They can help patients with musculoskeletal issues such as back, neck and joint pain by:

• assessing and diagnosing issues
• giving expert advice on how best to manage their conditions
• referring them onto specialist services if necessary.

By making it easier for patients to access FCPs, patients will have quicker access to diagnosis and treatment, helping them to manage their conditions more effectively and recover faster, so they can get back to normal life quickly. They will help GPs to manage their workload more effectively, and reduce the need for onward referrals.

Social prescribing is a key component of Universal Personalised Care. It is an approach that connects people to activities, groups, and services in their community to meet the practical, social and emotional needs that affect their health and wellbeing.

Social prescribing is when health professionals refer patients to support in the community, in order to improve their health and wellbeing.

Social prescribing gives doctors, organisations, and other professionals a way to help people, and address their problems more effectively. Evidence shows that social prescribing can take pressure off the NHS by reducing the need for GP appointments and for medical prescriptions.

Mental health support workers work closely alongside individuals living with mental conditions, in order to help them cope more easily with day-to-day life, as well as providing them with vital support in order to help them achieve their goals.

We have a Mental Health Support Worker at our practice – once you have spoken to a GP you can be referred to the Mental Health Support Worker for an appointment if required.