Patient Access Policy

 

Introduction

 

This document sets out how The Crouch Oak Family Practice ensures that all patients are able to access timely and appropriate clinical care.

 

Patients should be able to access information, care or treatment by a GP or appropriate member of the Practice Team in line with their clinical needs.  The ability of the above does not vary on account of age, disability, gender, race, religion or belief, sexual orientation, geography or socio-economic status.

 

The Team at Crouch Oak are able to manage available resources to meet the demand effectively so that the best possible levels of service and access are maintained at all times.

 

We have a close relationship with our Patient Participation Group and their views are valued in how we develop our systems and procedures to meet our Patients’ needs.

 

Patients’ Rights

 

As a patient you have the right to:-

 

  • Join the Practice of your choice in the area where you live, following acceptance by the Practice;
  • easily-accessible information about the Practice and how to access care via the Practice website;
  • appropriate urgent care (please see Access Standards below);
  • clear information about your treatment in a suitable format and language so that you and the clinician may make an informed decision about the best course of action;
  • privacy and confidentiality;
  • be treated with dignity and respect at all times (including access to a chaperone if required);
  • comment or complain if you are not satisfied with the service provided;
  • be registered in accordance with NHS England’s “Patient Registration” Standard Operating Procedure;
  • Be registered or receive treatment without delay where the patient cannot produce photo ID or proof of address, unless the Practice has reasonable grounds to decline.

 

 

 

Patients’ Responsibilities

 

As a patient it is your responsibility to:-

 

  • Treat all of the Practice Team and those who provide services within the Practice with respect;
  • ensure you attend any appointment made at the surgery and arrive on time;
  • cancel an unwanted appointment as soon as possible so it can be offered to someone else;
  • inform the Practice if you have any special needs, including communication needs, so that the Practice can make any necessary arrangements;
  • let a member of the Practice Team know if you are unsure about or dissatisfied with your care so that it can be explained or put right;
  • do your best to look after your own health;
  • use the services of the Practice appropriately.

 

Practice Opening Hours and Appointment procedure

 

Monday                      08:00 – 18:30

Tuesday                     08:00 – 18:30

Wednesday               08:00 – 18:30

Thursday                   08:00 – 18:30

Friday                         08:00 – 18:30

Saturday                                Closed

Sunday                                  Closed

 

Services and appointments can be accessed by using the Practice website www.crouchoak.nhs.uk or by ringing 01932 840123.

 

Patients who have provided a mobile telephone number and have consented to text messages will be sent a reminder for face to face consultations.

 

Between the hours of 18:30 and 08:00 the Practice phone system will automatically direct callers to NHS 111

 

We offer pre-bookable appointments for Nurses and Health Care Assistants, Care Coordinators.  These appointments vary in length depending on the procedure to be carried out.  For instance a blood test can take 10 minutes and a wound dressing can take 40 minutes.  The Receptionist will be able to advise you when booking the appointment.

 

We do not offer pre-bookable appointments for GPs and clinicians (please see the process for accessing a consultation below). 

 

Appointments are not of a fixed length, we aim to deal with patients’ health issues as best as possible given the other demands on the Practice for the day.  Our total triage process allows the Team to vary the time given to patients.  Longer appointments may be necessary depending on the nature of the problem.

 

 

The process for accessing a consultation with a clinician is as follows:-

 

  • It you have internet access please contact the Practice by accessing our website www.crouchoak.nhs.uk   where you will find various options such as:-  Self Help, Appointments, Prescriptions, General Enquiries, Practice Information, Wellbeing etc.  Our website opens at 08:00 and closes at 17:45.  There may be times when the online forms are put on pause, to allow our telephone team to help those who may not be able to use the internet, or closed due to capacity issues.  Should the website be closed, you will always be able to contact the Practice by telephone between 08:00 and 18:30.
  • You should complete the appropriate online form depending on the nature of your issue such as prescription request, new registration, request a clinician appointment for a health problem etc. 
  • Please note that Admin forms should not be submitted on line for a medical request at any time.
  • Please complete the forms with as much detail as possible in order for the clinician to quickly work out the best way to help. 
  • You will normally receive a response within a short period of time and generally on the same day depending on the current demand and the clinical issue.
  • Both routine and urgent requests can be accessed using the online service.
  • If you are unable to use the internet or the online service is paused/closed due to capacity issues, and you believe that you have an urgent medical problem, please ring the Practice on 01932 840123.  Our Receptionist will either send you a link to complete an online form, complete an online form for you or signpost you to an alternative service, depending on the nature of your call.  For more urgent queries, our Reception Team will liaise with our duty clinicians.

 

Access Standards

 

Most patients will be offered a telephone or face to face consultation with a GP or other appropriate clinician within 2 days of contacting the Practice. If a patient requests a particular clinician or continuity is required, the team may offer the next available appointment which may lead to a delay depending on individual circumstance.    The clinician will decide, depending on the clinical nature of the request, whether a face to face consultation is necessary.  This will be based on a discussion with the patient or carer.

 

Patients can seek help on a medical matter by contacting us through our website www.crouchoak.nhs.uk.  If the online service has been paused or closed due to capacity issues, and you need clinical assistance, please ring 01932 840123 and our Receptionists will be happy to help you. 

 

If there is a long wait on the telephone, our telephone system has an option for you to be called back.  You will not lose your place in the queue.  The system will call you back when you get to the top of the queue.  You will also receive SMS updates on where you are in the queue.

 

If your need is urgent please call 111 or if it is life threatening then 999.

 

If we have reached safe capacity for the day, then you will be directed to other services. Our reception team work closely with our clinicians to support the advice given to patients.

 

Repeat Prescription Standards

 

The Practice aims to generate and sign all repeat prescriptions within 72 working hours of receiving a request, except where:-

 

  • The Practice has tried and failed to contact the patient, where this is needed before the prescription can be issued safely;
  • Or where a medication review is pending and must be undertaken before the prescription can be issued safely. The request for medication review will be highlighted on the patient’s most recent prescription.

 

You should allow 3 working days for your prescription, although the Practice will do its best to provide prescriptions in urgent circumstances but will not compromise patient safety to do so.

 

Patients can request repeat medication in a number of ways; using the NHS app; Patient Access; via our online service at www.crouchoak.nhs.uk or by posting a repeat slip in the prescription box at the front of the building.  We do not take prescription requests over the telephone for safety reasons.

 

The Practice uses the Electronic Prescription Service “EPS”.  EPS enables our Practitioners to send prescriptions electronically to a pharmacy of your choice.  This makes the prescribing and dispensing process more efficient and convenient for patients and the Team. Please inform us of your nominated pharmacy so that this can be placed on your medical file. The practice can also send your prescription to ‘any pharmacy’, this function allows you to obtain your medication from the pharmacy of your choice, you can access a barcode via the NHS app or verify yourself by your name, and date of birth at the pharmacy.

 

If you miss your appointment or are late

 

Appointments may be cancelled by using our online forms or ringing the Practice.  You can also respond to the text message reminder sent by the Practice if you have consented to text messages via a mobile.

 

If you attend the surgery late for your appointment it may be difficult to fit you in without making other patients wait longer.  Please try to attend just before your appointment slot, but not too early.  Members of the Reception Team will advise patients when a clinician or Nurse is running late and this will either be on arrival or making an announcement in the waiting room.

 

Where possible, the Clinician or Nurse will aim to see patients who arrive late, however, you may have to wait and be seen at the end of surgery.

 

 

 

Improving Access for patients

 

The Practice is always pleased to receive comments and suggestions about its services including how easy it is to access them.  Please contact the Practice Manager, Susan Gomersall if you have comments or suggestions or alternatively submit feedback via our website using the “Admin” form.

 

Patients are encouraged to join our Patient Participation Group. The PPG is a group of patients, who we refer to as friends of the Practice, who meet with staff to discuss  issues and patient experience as well as providing practical support to help improve the service

 

Our aim for the PPG is to involve participants in shaping the practice to ensure we deliver health care services effectively in a safe and a caring environment                         

 

If you wish to join our PPG group, please contact Susan Gomersall, Practice Manager or our PPG Chair: Clive Husselbury by email coppgchair@gmail.com

 

For patients who require translators or access to British Sign Language, the Practice uses The Big Word.  Please let members of staff know if you need an interpreter for your appointment and we will be happy to help you.