OUR PRACTICE STAFF ARE HERE TO HELP YOU.
OUR AIM IS TO BE AS POLITE AND HELPFUL AS POSSIBLE TO ALL PATIENTS - WE HAVE IMPLEMENTED A CARE NAVIGATION SYSTEM APPROVED BY THE LOCAL HEALTH BOARD
IF YOU CONSIDER THAT YOU HAVE BEEN TREATED UNFAIRLY OR INAPPROPRIATELY, PLEASE ASK THE RECEPTION STAFF TO CONTACT DEBRA TUCKER WHO WILL BE HAPPY TO ADDRESS YOUR CONCERNS.
HOWEVER, SHOUTING AND SWEARING AT PRACTICE STAFF WILL NOT BE TOLERATED UNDER ANY CIRCUMSTANCES AND PATIENTS WHO ARE ABUSIVE MAY BE REMOVED FROM THE PATIENT LIST.
PLEASE HELP US TO HELP YOU.
|Debbie Tucker (f)|
Debbie will assist with any problems/concerns.
|Julie Evans (f)|
Julie will assist with any problems or concerns in the absence of the practice managers
The practice has 8 Receptionists (Care Navigators)
We have a dedicated team of reception staff who are your first point of contact with the surgery. They deal with patients presenting to reception as well as patients telephoning the surgery and they need to balance the needs of both. Please bear with them if they ask you to wait either on the telephone or in a queue whilst they are dealing with another patient or clinical staff. They aim to manage to manage the time that patients are kept waiting to an acceptable standard. Please remember that they have a job which is often difficult and are not able to please all of the people all of the time. They do act under the doctors instructions, so if you are unhappy do not take it out on them. If you have suggestions or concerns please see the 'Putting things right' section
What Is Care Navigation?
You may have noticed that when you ring the surgery for an appointment the receptionist now asks you why. Below is a brief explanation.
Why has it been introduced?
Virtually everyone who calls a GP surgery to make an appointment asks to see to a GP, but very often help will be available more quickly from other highly skilled medical professionals such as nurses or pharmacists, physiotherapist , opticians or from other services.
Care Navigation is a tried and tested model of care that improves access to primary care services for patients and reduces GP pressures all in one. It allows front line staff to provide patients with more information about local health and wellbeing services, both within and outside of primary care, in a safe, effective way. It is about offering patients choice and help to access the most appropriate service first which is not always the GP. It means that patients will find it easier to get a GP appointment when they need one.
|Katie Townsend (f)|
The practice secretary, Katie Townsend, processes GP referrals to secondary care. If you have any queries about your referral, please speak to Katie.