BRADFORD & AIREDALE CCG TRUST

ashcroft surgery,
bradford

Newlands Way, Eccleshill, Bradford, BD10 0JE, West Yorkshire, UK

Useful Numbers

  • CALL 111 –  open 24 hours for help with medical problems of short duration and sudden onset
  • ANY LOCAL PHARMACIST for good advice about medicines, minor illness
  • DISTRICT NURSES: 01274 256 131 for wounds, dressings, elderly people
  • HEALTH VISITORS: 01274 221 223 for advice about babies and children
  • MIDWIVES: 01274 623 952 if you’re pregnant
  • National Coronavirus Support Line 0333 880 6619

Telephone Consultations

Downloads

  • – – –

ASHCROFT LEADS

  • Doctor:   Dr Ramesh Mehay & Sudhir Krishnan
  • Nurse: Melanie Greenwood
  • Admin:  Carole Middleton

DATE REVIEWED:

20th June 2019

DATE OF NEXT REVIEW:

June 2020

The Policy/Protocol

This is a summary of the arrangements for patients to speak to GPs and nurses on the telephone during the working day.  Telephone appointments should be offered for the following purposes whenever a patient indicates that that they want it:

  • Non-urgent advice
  • To discuss medication
  • To check if a test result has been received (NB receptionist to check whether it has been indicated that discussion with a doctor is required before offering)
  • A telephone appointment should be booked in exactly the same way as a face-to-face appointment.  Please add the text “Advice”, “Discuss medication” or “Discuss results” as appropriate onto the SystmOne appointments screen.
  • Tell the patient when the next available appointment is, and with whom, but keep it vague in case the doctors run late (eg: “Dr Smith will ring you after 12:30 today” – 12:30 being the time that the slots are due to start)
  • If the patient wishes to speak to a particular doctor, that is their right, but they must be made aware that the specific person they wish to speak to may not be available that day – if the patient wishes to speak to someone that day, and s/he should be booked in with whoever is scheduled to do the slots.
  • As well as checking the patients name, address and usual phone number (as is standard best practice), it is vital to double check a patient’s contact details for the allotted time of the call – it is not always the same as the home phone number, and occasionally, patients will forget to specify this.
  • If a patient rings for urgent advice, receptionists should use their discretion and always interrupt a doctor during surgery in an emergency
  • Receptionists should advise the doctor on call ASAP of any late requests for home visits – often, the doctor will want to ring the patient first
  • If the advice required is urgent but can wait (i.e. not an emergency), book onto a same day available GP appt slot or the emergency doctor’s screen for that day.
  • Telephone appointments are available and will replace the surgery consultation slot.
  • If a patient does ring to speak to a nurse, receptionists should make a phone request entry message to the nurse (again double check contact details), relaying any information that the patient may have volunteered (again, receptionists should not ask a patient to explain).
  • If as an extra, receptionists should advise the patient that the nurse will call back after surgery (give an approximate time).

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