CHANGES TO OUR APPOINTMENT SYSTEM:
From 1st September 2017, when you call the Practice for an appointment with the GP or Advanced Nurse Practitioner you will be asked to attend on the day. If you are unable to attend on the day you call, please call on the day you are available. Please note: The GP or Advanced Nurse Practitioner will not call you back, you will be asked to attend the surgery for a face to face appointment on the day.
HUMBERSIDE BREAST SCREENING SERVICE-
Breast screening for patients of Beacon Medical will commence from 26th November 2017 - 15th January 2018. Eligible women will be invited to appointments at the mobile screening unit at the Diana, Princess of Wales Hospital, Grimsby. Routinely the NHS Breast Screening Programme calls all eligible women between the ages of 50-70 for breast screening every 3 years.
If you have any queries you can contact the breast screening unit at
RECEPTIONIST'S AREN'T MEDICALLY TRAINED SO WHY DO THEY ASK WHY I'M CALLING?
A common bug bear among patients is around reception staff asking questions about the reasons for a patients call when ringing for an appointment. Commonly patients will feel that receptionists are prying into the patients business and that they’re not medically qualified so what business is it of theirs? Conversely however patients are also commonly frustrated at appointment availability or wait time for routine appointments.
The two points may seem unrelated but they are linked. It may help if I explain the reasons behind the processes we use and why. As with the majority of practices in the country we at Beacon Medical are feeling the pressure of demand appointments, and particularly GP appointments. It is a fact that not all requests coming through to the surgery require to be seen by a GP, and nor do we have sufficient GP capacity for them to manage every appointment enquiry.
We do however have a range of clinical staff with different skills who are qualified to deal with a variety of different health matters. We are continuing to develop the skill mix in the practice for example through our recent recruitment of a clinical pharmacist. Ultimately the purpose of a receptionist asking the purpose of the call is to attempt to identify the most suitable staff member or service to support the patient. This helps the patient to be seen at the earliest opportunity and supports appropriate use of available clinical appointments.
Whilst some patients may have a good understanding of what conditions our staff are qualified to see, many patients will not. To be clear, what receptionist are absolutely not attempting to do is to make a clinical assessment or give medical advice and nor are they qualified to do so. They are however trained and given guidance by our clinicians over who or what service is most appropriate for certain conditions.
It is also worth pointing out that in terms of confidentiality all of our staff, both clinical and non-clinical, are bound by the same standards. Staff are expected to understand however that some patients may not wish to disclose personal information for a variety of reasons, and that it is ok, it simply helps when this is possible
BACKGROUND TO GP LED TRIAGE/APPOINTMENTS:
We would like to take this opportunity to reply to feedback we have received from a variety of sources regarding appointments/triage.
The demand for GP appointments in England is growing at a significant rate, whilst the country is seeing a shortage of GP's to fill this need.
Beacon Medical, as other Practices across the country is battling to deal with this. We have had 3 GP's leave the Practice, due to retirment and relocation, but unfortunatley have been unable to recruit new GP's to fill the growing demand.
The Reception team have been instructed by the GP's to ask patients the nature of their problem when they request a call back so they can decide how the request can be appropriately dealt with. This may mean a GP, Advanced Nurse Practitioner, Clinical Pharmacist may call you, or your call may be dealt with over the phone (if appropriate).
Patients can be assured ALL staff, and this includes the Reception team, observe a strict code of confidentiality at all times. The information they receive is purely for the clinician's information.
We constantly monitor our appointment system to try and improve it wherever possible. Over the last 3 months patients have not attended 452 appointments, so please help us to help you!
We are currently experiencing a higher than normal demand for our services, we apologise for any inconvenience this may cause but would like to reassure patients that we are constantly trying to improve our services and processes and thank you for your patience.