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7 day GP Access - now available in Southport & Formby

Posted on 4 Oct 2018

7 day access flyer

7 Day Extended Access Service South Sefton

Notice for Hightown patients

South Sefton Primary Healthcare is providing routine general practice appointments for any person registered with a GP practice in South Sefton.

The service is provided at:

 Litherland Town Hall, Hatton Hill Road, Litherland, L21 9JN

Weekday evenings: 5pm-8pm

Saturday, Sunday & Bank Holidays: 10am-1pm

Please ring the Practice if you require an appointment with a GP, Advanced Nurse Practitioner or Practice Nurse between these times.

Please note that this is not an urgent care service or drop-in-centre.  All appointments must be pre-booked through your own GP Practice.

A GUIDE TO CARE SIGNPOSTING AND OUR APPOINTMENT SYSTEM

 

Chapel Lane Surgery

 

Following feedback from the National GP Survey and consultation with our patient participation group from 10th September 2018 we are changing the way patients access services at the surgery by introducing Care Signposting.

 

Care signposting what does it mean for patients?

 

Care signposting is a person centred approach to advise and guide patients to sources of help and advice, which are most relevant to their need as smoothly and quickly as possible. It is not intended to make a diagnosis or plan treatment.

 

When you next call the surgery for an appointment with a Health care professional or are perhaps seeking advice, one of our trained Receptionists will ask you for a brief description of your problem or ask you some questions about your request. This allows us to ensure that you are directed to the most appropriate person and in a way that is appropriate to the urgency of your request. 

 

Signposting may direct you to Self-Care or Care at the Chemist or to one of our Primary Healthcare Team of Doctors Advanced nurse practitioners Nurses, Pharmacist and Health Care assistants.  

 

All information including the telephone call is of course confidential. Our Clinical Care Co-ordinator supports all frontline staff who Signpost.

 

Reviews and non-urgent appointments will be allocated appointment slots as availability permits. We will continue to offer telephone consultations where appropriate.

 

We are confident these changes will help you access services in a more timely and effective manner and at the same time help us better manage ever increasing pressures on primary care services.

 

Home visits

 

Our home visit policy follows RCGP guidelines. Home visits are reserved for patients who are genuinely housebound including patients in Residential and Nursing homes. All requests will be assessed by phone by our Duty GP. More information can be found on our website.

 

Feedback

 

We welcome any feedback to ensure that we provide services to patients as efficiently and effectively as we can. Please use the suggestion box in reception or you can feed back online at

 

http://www.chapellanesurgery-formby.nhs.uk/contact_dlg1.aspx?p=N84006

 

Appointments

You can book a face-to-face appointment in advance with a nurse or Health care assistant by telephone or by calling in to the surgery. We will try to offer you an appointment on the day you request but it may not always be possible.

You can register for our online services online via the link at the top of this page.

New Triage Appointment System July 2017

Many of our patients will be aware of the current pressures on General Practice services across the Country. Practices are needing to adapt to the increasing demands of an ageing population, often with multiple complex health problems, despite escalating financial pressures and difficulties in the recruitment of quality medical staff. At Chapel Lane Surgery, we would like to reassure you that we are actively working to improve efficiencies and safeguard the high standard of services that you have come to expect. We have been engaged with a National 'New Ways of Working' programme, which encompasses several ways of improving care provision:

  • New Healthcare Roles: Many of you will have met or been treated by Katie, or more recently Emma, our Advanced Nurse Practitioners. These highly skilled nurse prescribers have extensive experience and training in the management of complex medical problems, and in particular where they impact on social care. We are also in the process of negotiations to bring a Clinical Pharmacist onboard, to help with medication queries and the monitoring of treatment.
  • More Clearly Defined Traditional Healthcare Roles: Often simple medical complaints or queries regarding the management of established longterm illness, can be managed by our experienced Practice Nurses. They work with a team of Phlebotomists and Health Care Assistants, in monitoring chronic diseases, and are capable of managing many simple conditions
  • Greater Use Of Technology: At Chapel Lane Surgery, we are investing in new technology to improve efficiency and reduce potential human error in the management of our patients. We are shortly going to be introducing a new automated patient recall system, which streamlines review systems. We are also looking at ways in which we can utilise internet-based consulting tools and even video conferencing with your GP - more to follow....
  • More Efficient Use Of Appointments: Every days we literally get hundreds of requests for appointments. Like the majority of surgeries, we simply do not have the capacity to meet the level of demand. However, many of these appointment-requests could be dealt with in other ways; either by directing a query to a more appropriate person, or perhaps by the provision of advice by a qualified call-handler, or even by a simple telephone call with a GP or Nurse Practitioner. By gathering some simple information right from the start, we hope to be able to direct requests more efficiently

How The Appointment System Works

If you you call the surgery to request an appointment, you will be asked some simple questions about the reason for your request. This information will be treated in strict confidence, but will help us to direct your call to the most appropriate person. If you need to see a GP, you will initially be offered a TRIAGE CALL - you will be called back by a GP, who will initially consult with you over the phone. Many of you will have already experienced this system, when more urgent health problems may have been dealt with by an on-call GP at the surgery. The GP may feel able to manage your concern over the telephone. However, if they feel that you need to be seen, they can arrange an appointment for you. We are aiming to see patients on the same day using this new system, so there should be no need to ring weeks in advance for an appointment.

Since December 2017 reception Staff have been able to signpost a range of agreed conditions to one of our advanced nurse practitioners without triage 

Feedback so far has been positive We have seen a dramatic reduction in DNAs

We would still be grateful of any feedback or advice about the system. Please either email the surgery or drop a line on paper for the attention of the Practice Manager.

PLEASE REMEMBER that our doctors are very busy and only have a 10 minute slot per problem per appointment. 

Telephone Advice

If you wish to speak to your doctor personally the receptionist can offer you a telephone consultation. Only very urgent calls will be put through to the doctor during surgery hours. If possible, please tell the receptionist what the call is about so we can assess how urgent the situation is.

Preference of Practitioner

All patients are now registered with the practice and not with a specific doctor but patients may express a preference to see a particular doctor. In the event that your preferred doctor is unavailable, the practice will offer you another doctor. If you insist upon waiting to see a specific doctor, then this will depend upon that doctor's availability and may result in you having to wait longer than the 48 hours anticipated in the NHS Plan.

Cancellations

If you cannot attend an appointment for any reason please inform us as soon as possible in order for us to give the slot to someone else.

Interpreter

If you do not speak or understand English, please alert reception IN ADVANCE of your appointment. We can then make arrangements for an interpreter to be available during your consultation.

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