Letter to Patients – Change of Appointments System

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Dear Patients,

We have listened to feedback we have been given regarding our appointment system and carefully considered recommendations to ensure our team is working within safe parameters and made the following changes to our appointment system:

Routine appointments
The purpose of a routine appointment is for general health queries, diagnoses, and monitoring of conditions (also known as non-urgent appointments). Our routine appointments can be booked up to 2 weeks in advance. We estimate our wait for a routine appointment to be between 5-7 working days. Please note we no longer offer same day routine appointments.
As standard these appointments last for 10 minutes, however if you feel like you need longer, please discuss with the receptionist when booking your appointment.

How to make a routine appointment:
TelephoneIf you are calling the surgery to make a routine appointment then please where possible call after 10am, to minimise wait times on the telephone.
OnlineYou can book routine appointments online via the NHS app (details can be found on our website).

Online triage Service
If you have a query that you would like answer to, but do not necessarily need to see or speak to a doctor then why not use our online triage service?
The online triage service can be used for a range of queries, such as:

  • Med3 requests (Fit notes)
  • Questions regarding your test results that you have viewed on your NHS app
  • Queries regarding prescriptions (you can order repeat prescriptions via the NHS app)
  • Queries regarding outstanding referrals
  • You can also access a wide range of online advice and guidance on conditions, symptoms, and treatments

Please note this service is available between 8am-5.30pm, Monday to Friday.

Zoom Physio
Our patients can self-refer for online physiotherapy for a wide range of aches or pains. ZoomPhysio offer personalised online physio plans with easy to follow, easy to view exercises, put together for you by their MSK practitioner team. For more information on how to refer please visit Evelyn Medical Centres website: https://www.zoomphysio.co.uk/gp/evelyn-medical-centre

Clinical Pharmacists
Our team of Clinical Pharmacists have telephone appointments daily that be booked in advance for medication reviews and medication queries.

You can book these either online or by telephoning the surgery after 10am where possible.

Nursing team
Our Practice Nurses and Healthcare Assistants offer appointments for a range of conditions including long term conditions (Diabetes, COPD) as well as family planning, immunisations, and travel advice.

Appointment lengths vary for the different treatments and therefore we are unable to offer online booking for this reason.

Urgent appointments
On the day urgent appointments are for patients who have an urgent medical problem that cannot wait for a routine appointment.
If you require an urgent on the day appointment, please call the surgery between 8am-10am.

Home visits
If you are housebound or too ill to come to the surgery, a home visit can be requested by telephone. All home visit requests are triaged, and the most appropriate clinician will be allocated for your visit.
Where possible please call before 12pm for urgent and routine home visits.

To help us to help you get the most out of the appointment system, we recommend:

·         Please don’t request an urgent (same day) appointment unless you consider your problem to be medically urgent and cannot wait until the next routine appointment.

·         If you no longer require your appointment (telephone or face to face) please cancel so that another patient can use that appointment

·         Please be aware that all of our telephone and face to face appointment are booked in the same way, our reception team will confirm with you at the time of booking if you wish for your appointment to be face to face or telephone. (Only face to face appointments are available to book online)

·         Our reception team have been asked to take a brief description of the problem when making all appointments, to ensure you have been booked in the most appropriate slot with the most appropriate person. All our practice staff adhere to very strict confidentiality guidelines.



Yours Sincerely,

Drs Pelc, Sykes & Walton and all the team at Evelyn Medical Centre