Access to Appointment System:
From 1st May Greystoke Surgery will be using a form accessed via the NHS app or our website or as the main way to access our services. This is in response to feedback from patients about the difficulty in getting through on the phone. The small minority of patients who do not have access to the internet or a relative / friend to do this for them can still phone the surgery and a receptionist will fill in a form on their behalf.
The link to this form is pinned to our website homepage or Contact us about your request (accurx.com)
This change will allow all patients to access the help they need in a timely manner without having to contact us multiple times and will take less time than it takes to phone up. It will also allow the surgery to use our limited resources in the most effective manner by directing patients to the most appropriate clinician, who may be a GP, Advanced Nurse Practitioner, Mental Health Clinician, Advanced Physiotherapist, Pharmacist or GP Link Worker. Patients have also fedback that they would like to be able to have routine appointments arranged ahead of time and the new system will allow for this too. If it is an ongoing issue please tell us who has been dealing with the problem and we will endeavour to provide continuity.
The form is brief and easy to use, but the more information you give us, the easier it will be for us to help you. Forms with insufficient information will be replied to with a request to provide more information.
Prescriptions can still be ordered via the NHS app or System1 online access, and people who cannot access these can continue to phone the script line. The NHS app also allows patients to see their results without having to contact the surgery and using the NHS app is the quickest way for patients to complete the new consultation form so we would encourage patients to sign up for this.
If you haven’t already signed up to receive messages via SMS please do as this means we can contact patients promptly about appointments, results and other issues.
There is more information including guides and videos on our website, and we will be holding demonstrations at the surgery for any patients who would benefit from being shown to access and submit the form, and how to access the NHS app. If you would like to attend one of these demonstrations please ring Greystoke reception.
Please see Frequently Asked Questions which may be helpful: FAQs for patients
GP Extended Access
Greystoke Surgery now offers evening and weekend same day GP and pre-bookable nurse appointments to patients. Please contact reception for further details.
Chaperone
All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present, i.e a trained member of staff. Wherever possible we would ask you to make this request at the time of booking an appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible we will endeavour to provide a formal chaperone at the time of request. However occasionally it may be necessary to reschedule your appointment. Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.
Home Visits
For housebound patients who are physically unable to attend the surgery home visits can be requested. This is done via a telephone assessment with a GP who will work with you to determine the best way to asses you and arrange a home visit if required. Home visits are at the discretion of the GP and are usually done at lunchtime.
It is very helpful for us if patients request home visits before 10am, if possible. Visits requested later than this which cannot wait until the following day may not be able to happen until the evening, after we have completed our surgeries. Our doctors typically see four patients in the practice in the time it takes to do a single home visit. For this reason, we ask our patients to come to the practice if it is at all possible. Lack of transport is not an appropriate reason for requesting a home visit.
Telephone Advice
The majority of appointments with our doctors and many of our nurses appointments are now carried out by telephone avoiding the need for some patients to attend the surgery in person. We can also offer video consultations where appropriate.
Repeat Prescribing
We have a computerised system for our prescriptions. If your doctor has authorised a repeat prescription you will be able to use the counterfoil of your previous prescription to order further supplies or you may telephone the surgery to make such a request. However, we do ask for at least 48 hours notice excluding the weekend. You may also request repeat prescriptions using the Online System, as mentioned above in book appointments online.
Emergencies
For urgent requests a doctor can be contacted throughout the day by ringing the surgery number – 01670 511393.
What to do when the GP practice is closed:
- If it’s a life-threatening emergency call 999
- If you need medical help but it’s not an emergency call 111
- During normal practice opening hours, the practice remains your first point of contact
for all routine requests.
Test Results
Please telephone for results in the afternoon when the receptionist can give more time to your request and when our telephone lines are less busy.
Disabled Access
The surgery provides disabled car parking, easy access through wide automatic doors and a lift to the surgery.