Why are GP practices working differently?

Since the Covid-19 pandemic, GPs have changed how they deliver healthcare services. Instead of having an appointment with just a Doctor or Nurse, we have expanded our team to include more healthcare professionals, who can assist with specific health problems and queries. 

A mix of healthcare professionals all working together under one roof means that there is more availability for patients to be seen. Patients will receive targeted and specific care from these health care professionals.

When contacting the surgery to book an appointment, a member of the Reception team will ask you for the reason for the appointment. Once they are aware of the reason, they will signpost your query to the most appropriate and relevant healthcare professional. The reception team have also been asked by senior doctors to book appointments as telephone consultations by default, unless a face-to-face consultation is obviously needed.

If you don’t want to speak on the phone, you can use the online service on the practice website. You will have to state the reason when booking an online appointment too, and this appointment may be moved so that the most appropriate healthcare professional can help you with your query.

How are practices working now?

When people need seeing face to face this should happen as quickly and safely as possible and it is important that people are assessed first to decide who needs:

• to be seen in person by one of the team

• a phone consultation

• a video consultation

• help from a community pharmacy or another health service

We also want to avoid asking people to travel to practices, where they may come into contact with unwell or infectious people, when this is not essential.

How can I contact my GP?

You can still telephone your GP practice but, if your practice offers it and you are able to, the best thing to do is to use an online service on the practice website. You will then be contacted with the best appointment for you.

If you need help with minor injuries at any time or urgent care when your GP practice or pharmacy is closed visit 111.nhs.uk or dial 111. 111 can also book out of hours appointments.

You can access NHS 111, contact your practice and get your Covid Pass using the NHS App. Search NHS App in your app store.

Why do receptionists ask personal questions?

GP reception staff are skilled professionals and ask questions to make sure you see the right person at the right time and treat all information confidentially. If you don’t want to speak on the phone, you can use the online service on the practice website, if your practice offers this.

I wanted to see my GP, so why am I seeing someone else?

Many GP practices now include a range of professionals like physician’s associates, nurses, practice pharmacists and paramedics who can help you. This means you can often be seen more quickly and if you then need to be seen by your GP they will organise this for you.

Where else can I get help?

Always dial 999 in a life-threatening emergency. Visit www.nhs.uk for advice on common symptoms and a list of local services or speak to your community pharmacist first for advice on minor illnesses nhs.uk/service-search/find-a-pharmacy

Appointments

The surgery building is open from 8.00am – 6.30pm weekdays. The healthcare professionals are available for consultation during their surgery/clinic hours and these vary from time to time. You may see any healthcare professional you choose, subject to availability. We offer pre-bookable appointments early mornings between 7.30-8am on Tuesdays, Thursdays and Fridays. 

We operate same-day appointments for the doctors, with a limited number of pre-bookable appointments up to 2 weeks in advance. Patients can book on-line or telephone reception on 020 8669 3232 from 8.00am, and we will endeavour to give you an appointment for that day with the doctor of your choice. An SMS appointments reminder will be sent to you so it is important that we have your mobile number.

If you ask for a call-back telephone consultation with a specific doctor, we will make 2 attempts to contact you. Call-backs will usually take place at lunchtime. We have a limited number of early and Saturday morning appointments which are pre-booked only.

“Hub” Additional Routine Appointments (Extended Hours)

Additional routine GP and Nurse appointments at weekends and early evenings are available, accessed through our Reception, as a locally provided service at two Sutton sites (including ourselves). Although you will not necessarily be seen by one of our own practice members, your computer records will be available.

Local GP and nurse appointments also now also available 8am-8pm every weekend for your convenience at two sites (including ourselves) within Sutton. To make an appointment please call 07578 813838 or 07479 819677 or 0333 3326 570. These numbers are only operational Saturdays and Sundays between 8am-8pm. Further information is also available from our reception team during normal opening hours.

If you need to cancel an appointment with the Hub (Extended Hours) service, please call 07578 813838 or 07479 819677 or 0333 3326 570 if outside normal surgery hours (normal hours being Mon-Fri 8.00 am to 6.30 pm).

Nurses appointments include wound care & dressings, zoladex implants, contraception advice includng pill checks, B12 & DEPO injections, smears, ear washouts and health promotion. NHS healthchecks are also available with a Health Care Assistant.

Chaperones

You are entitled to have a chaperone present for any consultation, examination or procedure e.g. a family member, friend or member of our staff. Similarly, your health professional may require a chaperone to be present for certain consultations.

Our  practice manager has a copy of the full chaperone policy if you wish to see it.

Telephone Advice

If you would like to discuss a problem or a test result with a doctor on the telephone please call 020 8669 3232.  A message will be passed to the doctor who will call you back.  For urgent advice please call between 3.30 -4pm.

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.

Home Visits

Consultations will normally take place in the surgery. If you feel your medical condition requires a Home Visit, please ring before 10.30 to allow us to plan effectively. You may be contacted by a Doctor by phone to confirm that such a visit is appropriate and necessary. Children in particular are best brought to the surgery as they generally cool down when taken outside and we can examine them more effectively. We can see 3 patients in the surgery in the time taken for one visit.

We can only visit you at your registered address.

You can be visited at home by a community nurse if you are referred by your GP. You should also be visited at home by a health visitor if you have recently had a baby or if you are newly registered with a GP and have a child under five years.

Sick Notes

You are allowed up to seven working days off work through illness without a social security certificate. Ask the receptionist for a self-certification form SC1 if you are unemployed or SC2 if you are an employee. If your employer requires a certificate from you during this period, we can issue you with a private certificate for which there is a charge.

You do not require a fit to work certificate on return to work.

You do not require a Sick Note from your doctor for your child if they have missed school or suffer illness during an exam – we have a standard letter if your school requests this as it is not part of NHS services.

Test Results

Please telephone reception about one week after the test was done (biopsy reports may take 2 weeks). We recommend everyone rings to check results if they haven't heard from the Practice.

Please telephone after 2.00pm Monday to Friday on 020 8669 3232.

If you wish to discuss the results with a doctor, please speak to the doctor who requested them.