Patient Access Policy

 

Introduction

This document outlines the measures and practices implemented by The Crouch Oak Family Practice to ensure that all patients can access timely and appropriate clinical care.

Equality and Inclusivity

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

Resource Management

The Team at Crouch Oak is committed to managing available resources effectively to meet demand, thereby ensuring the highest possible levels of service and access are maintained at all times.

Friends of the Practice - Patient Participation Group

We maintain a close relationship with our Patient Participation Group (PPG). The views and feedback from the PPG are highly valued and play a crucial role in developing our systems and procedures to better meet our patients’ needs

Patients' Rights and Responsibilities

Patients' Rights

As a patient of The Crouch Oak Family Practice, you have the right to:

  • Join the Practice: Register with a Practice of your choice within your living area, subject to acceptance by the Practice.
  • Access Information: Obtain easily accessible information about the Practice and how to access care via the Practice website.
  • Receive Urgent Care: Access appropriate urgent care (please refer to Access Standards below).
  • Clear Treatment Information: Receive clear information about your treatment in a suitable format and language to make informed decisions about the best course of action with your clinician.
  • Privacy and Confidentiality: Expect privacy and confidentiality regarding your medical care.
  • Dignity and Respect: Be treated with dignity and respect at all times, including access to a chaperone if required.
  • Provide Feedback: Comment or complain if you are not satisfied with the service provided.
  • Registration Compliance: Be registered in accordance with NHS England’s “Patient Registration” Standard Operating Procedure.
  • No Delay in Registration: Be registered or receive treatment without delay even if you 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:

  • Respect the Practice Team: Treat all members of the Practice Team and those providing services within the Practice with respect.
  • Attend Appointments: Ensure you attend any appointments made at the surgery and arrive on time.
  • Cancel Unwanted Appointments: Cancel an unwanted appointment as soon as possible so it can be offered to someone else.
  • Inform of Special Needs: Inform the Practice if you have any special needs, including communication needs, so that the necessary arrangements can be made.
  • Communicate Concerns: Notify a member of the Practice Team if you are unsure about or dissatisfied with your care so that it can be explained or corrected.
  • Look After Your Health: Do your best to look after your own health.
  • Use Services Appropriately: Use the services of the Practice responsibly..

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

Accessing Services and Appointments

Services and appointments can be accessed via the Practice website at www.crouchoak.nhs.uk or by calling 01932 840123.

  • Appointment Reminders: Patients who have provided a mobile phone number and consented to receive text messages will receive reminders for face-to-face consultations.

  • After-Hours Service: Between 18:30 and 08:00, the Practice phone system will automatically direct callers to NHS 111.

  • Pre-bookable Appointments: We offer pre-bookable appointments for Nurses and Health Care Assistants. The length of these appointments varies depending on the procedure. For example, a blood test may take 10 minutes, whereas a wound dressing might take 40 minutes. Receptionists can provide guidance when booking these appointments.

  • GP and Clinician Appointments: We do not offer pre-bookable appointments for GPs and clinicians. Please refer to the process for accessing a consultation below.

  • Flexible Appointment Lengths: Appointment lengths are not fixed; we aim to address patients’ health issues as thoroughly as possible, given the other demands on the Practice for the day. Our total triage process allows the team to adjust the time allocated to each patient. Longer appointments may be necessary depending on the nature of the problem.

Process for Accessing a Consultation with a Clinician

If you need to consult with a clinician, please follow the steps below:

  1. Online Access:

    • Visit our website at www.crouchoak.nhs.uk between 08:00 and 17:45.
    • The website offers various options such as Self Help, Appointments, Prescriptions, General Enquiries, Practice Information, and Wellbeing.
    • Note that there may be times when online forms are temporarily paused to allow our telephone team to assist those who cannot use the internet, or due to capacity issues.
    • If the website is closed, you can still contact the Practice by phone between 08:00 and 18:30.

  2. Complete the Appropriate Online Form:

    • Depending on your issue (e.g., prescription request, new registration, request a clinician appointment for a health problem), fill out the relevant online form with as much detail as possible. This helps the clinician determine the best way to assist you.
    • Typically, you will receive a response within a short period, usually on the same day, depending on the current demand and the nature of your clinical issue.
    • Both routine and urgent requests can be managed through the online service.

  3. Telephone Access:

    • If you cannot use the internet or if the online service is paused/closed due to capacity issues, and you have an urgent medical problem, please call the Practice on 01932 840123.
    • Our Receptionist will assist you by either sending you a link to complete an online form, completing the form on your behalf, or directing you to an alternative service, depending on the nature of your call.
    • For more urgent queries, our Reception Team will coordinate with our duty clinicians to address your needs promptly.

Access Standards

  • Consultation Availability:

    • Most patients will be offered a telephone or face-to-face consultation with a GP or another appropriate clinician within two days of contacting the Practice.
    • If a patient requests a specific clinician or continuity of care is required, the next available appointment may be offered, which could lead to a delay depending on individual circumstances.
    • The clinician will determine if a face-to-face consultation is necessary based on the clinical nature of the request and a discussion with the patient or carer.

  • Accessing Services:

    • Patients can seek medical assistance by visiting our website at www.crouchoak.nhs.uk.
    • If the online service is paused or closed due to capacity issues, call 01932 840123 for assistance from our Receptionists.

  • Telephone System:

    • If there is a long wait on the telephone, you can opt to receive a callback without losing your place in the queue. The "queue buster" will call you back when you reach the top of the queue.

  • Emergency Situations:

    • For urgent needs, please call 111.
    • For life-threatening situations, call 999 immediately.

  • Capacity Limits:

    • If the Practice has reached safe capacity for the day, you will be directed to other services. Our Reception Team collaborates 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 in the following situations:

  • Patient Contact Issues: The Practice has attempted and failed to contact the patient where needed before the prescription can be issued safely.
  • Pending Medication Review: A medication review is pending and must be completed before the prescription can be issued safely. This requirement will be highlighted on the patient’s most recent prescription.

Please allow 3 working days for your prescription to be processed. While the Practice will strive to accommodate urgent requests, patient safety will not be compromised to expedite prescriptions.

How to Request Repeat Medication

Patients can request repeat medication through several methods:

  • Online Service: Visit www.crouchoak.nhs.uk
  • NHS App
  • Patient Access
  • Prescription Box: Post a repeat slip in the prescription box at the front of the building.

Note: The Practice does not accept prescription requests over the telephone.

Electronic Prescription Service (EPS)

The Practice uses the Electronic Prescription Service (EPS), which allows prescriptions to be sent electronically to a pharmacy of your choice. This makes the prescribing and dispensing process more efficient and convenient for both patients and the Practice Team. Please inform us of your nominated pharmacy so this can be recorded on your medical file.

Additionally, prescriptions can be sent to any pharmacy in England. You will need the barcode available on the NHS App or to verify your identity by name and date of birth at your chosen pharmacy. Your medication will not be dispensed until you present at the pharmacy to request it.

If You Miss Your Appointment or Are Late

  • Cancelling Appointments:

    • Appointments can be cancelled by using our online forms or by calling the Practice.
    • If you have consented to receive text messages, you can also respond to the appointment reminder text to cancel.

  • Late Arrivals:

    • If you arrive late for your appointment, it may be difficult to fit you in without causing delays for other patients. Please aim to arrive just before your scheduled time, but not too early.
    • The Reception Team will inform patients if a clinician or nurse is running late, either upon arrival or by making an announcement in the waiting room.

  • Being Seen When Late:

    • Clinicians or nurses will try to accommodate late arrivals, but you may need to wait until the end of the surgery to be seen.

Improving Access for Patients

The Practice welcomes comments and suggestions regarding its services and ease of access. For feedback, please contact the Practice Manager, Susan Goundry, or submit your comments via our website.

Patient Participation Group

Patients are encouraged to join our Patient Participation Group (PPG), which is regularly updated by the Practice. To join, contact the Practice Manager or our PPG Chair, Clive Husselbury, at coppgchair@gmail.com.

Language and Accessibility Support

  • Translation Services: For patients who require translators or access to British Sign Language, the Practice uses The Big Word. Inform our staff if you need an interpreter for your appointment, and we will be happy to assist.
  • Hearing Assistance: We have a mobile hearing loop available in the Practice for patients who use hearing aids and need extra assistance.