Listening to you: concerns about getting through to the surgery on the telephone

We understand that some of our patients have reported that they have had a difficult time accessing the surgery on the telephone.

As you may already know, at the end of last month, The Practice moved over to a new clinical computer system. The aim of this was to enhance patient care, with improved access to medical records by various healthcare professionals within the Regis locality.  Despite all of our best planning, there have been issues with this transfer that were out of our control.

We have not had full digital access, and in particular the team on the telephones cannot access all of your records to be able to help in the quickest way possible.

This has meant that each call is taking longer than normal to resolve, and causing delays on our telephone lines.

At the same time, all GP practices are seeing an increase in calls as lockdown restrictions are eased, and also receiving high numbers of calls about the Covid vaccination programme.

We know that people may hear the engaged tone when they call us or are waiting longer that we would wish for our patients.

We are working hard to resolve this and our team is committed to doing all that it can to support you, our patients.

May we ask you to help and do not call us about Covid vaccinations.  There is a is a separate update on this website, explaining the next phase of the vaccination programme.

Remember if you need a repeat prescription you can drop this into the box outside of the surgery and we will pick it up and process it as quickly as possible.

We are working hard to resolve the issues and thank you to you all for your support at this difficult time.

Changes to our Electronic Patient Record System

You may be aware that in order to be able to work more closely with the other 8 GP Practices in our Primary Care Network (Regis Healthcare), our clinical computer records were changed to “System One” at the end of April.

Another advantage of working with System One is the ability to share information between the Practices and providers of other NHS services in the locality.

There have been some inevitable technical issues during the changeover, resulting in the telephone lines being extremely busy.

We apologise if you have been experiencing long waits to make contact.

Please may we ask that if the matter is not urgent, you avoid telephoning the surgery at this time.
May we also remind you not come to the surgery unless asked to do so, as we are still observing the Covid Guidelines re social distancing and reducing footfall.

PATIENT ACCESS ONLINE

If you wish to reactivate, or sign up to, Online Access – you can  use the NHS App.

Alternatively, or if you do not have a smart phone or tablet, please contact the Practice to obtain a user name and password. This will allow you to link to TTP SystemOne Airmid in order to access SystmOnline.

E CONSULT – is not currently operational, but will be re-instated during June 2021.

NON MEDICAL WORK

May we remind you that day to day care of our patients must take priority over routine non-medical work, such as insurance reports, letters to third parties, and requests for information from other professional organisations, such as solicitors.

We would aim to complete such work within 21 days of receipt in normal circumstances, but this timescale cannot be guaranteed.

Thank you for your cooperation during this difficult transitional period. 

Coronavirus

Due to Covid19 Pandemic please do not come to the Surgery if you have a fever over 37.8 and/or new continuous cough or breathing problems.  Instead refer to 111 online.  For all other enquiries/appointments please call the Surgery – do NOT attend.

Everyone attending the Practice premises will be asked a number of screening questions to reduce the risk of unintended disease spread amongst patients and staff.  Thank you for your co-operation which helps protect the community.

The Practice has now restricted access to the Surgery to pick up prescriptions, med certs and letters.  If you have a nominated pharmacy your prescription will be sent there.  If not we will post it to you.  Alternatively please contact reception to nominate a pharmacy of your choice.

If you have a face to face appointment booked with a GP please do not come to the Surgery, instead you will be contacted by the doctor for a telephone consultation.  Please let the Surgery know if you no longer need the appointment.