Additional Appointment information

Telephone queue and appointments

We have received some questions around how the telephone queuing system works and whether it disadvantages patients when trying to book appointments.

Surgeries use various telephone options.  Some practices have an indefinite wait with no option to join a queue.  Other systems when busy advise patients to call back later, with no option to hold to speak to a member of staff or to join a queue.

We have tried to choose a system that offers the best choices for our patients.  Our system allows an option to join a queue once there are 5 or more patients waiting.  Calls are queued and answered in order and so you will not miss your turn in the telephone queue.  You will be called back (there is no charge for this call) when you are getting towards the front on the queue.

Patients have asked why there is sometimes a significant time delay between joining the queue and being called back.  This is because there could be a large number of patients in the queue and whilst some calls are short others can take some time to deal with dependent upon the nature of the enquiry.

It is important to note that if while in the queue you phone the surgery again you will be offered an option to retain your place in the queue.  If this option is not accepted the place in the queue will be lost, in these circumstances you will not be called back.

We would like to assure patients that once in the queue you will be called back in order.  

Telephone Advice

The practice tries to achieve a balance between enabling patients to speak to clinical staff on the telephone, and avoiding repeated interruptions when doctors and nurses are in surgery / consultation. Clinical staff need to be able to concentrate when seeing patients and interruptions during consultations need to be avoided whenever possible. Patient confidentiality may also be compromised when a call is taken in the presence of another patient.

If you would like to discuss anything with either the doctor or nurse please contact reception who can arrange a telephone consultation for you. Please ensure that we have your current telephone contact number and that you advise reception staff of any period when you will be unavailable.

Please let reception know if your request is urgent.

Deaf Patients

Sign language interpreters can be booked for face to face consultations at the surgery.  Please let reception staff know if you require an interpreter and they will arrange this for you.  Please note there may be a short wait for this service so please let us have as much notice as possible so that we can find a suitable appointment slot that both you and the interpreter can attend.  Please note there is no charge for this service. 

Chaperone

If you would like a chaperone to be present during your examination please advise reception when you book your appointment if possible.  If you do not request a chaperone when you book your appointment but decide at any stage that you would like a chaperone to be present during your examination please let the doctor know and they will arrange for a chaperone at that point.  A chaperone will usually be available but should this not be the case you will be able to re-book your appointment for a convenient time when a chaperone is available, please discuss this with reception staff or the doctor.

Healthcare Transportation Options

We have been asked to direct patients to the following website for information about services available within the Worcestershire area.

Food and drink, parking and travel costs – Worcestershire Acute Hospitals NHS Trust (worcsacute.nhs.uk)

Online Consult

You can now contact the surgery about medical or administrative issues online.  

Please do not use online contact for urgent or emergency requests. 

Requests are not read at the weekends or on bank holidays.  Requests will only be read Monday to Friday 9am – 5pm.  You will receive a response within 3 working days, if you have not heard back within this period please telephone the surgery.

Please contact 111 during out of hours and in case of life threatening medical emergency dial 999.

Please do not order repeat prescriptions using this service, please continue to order using your current method.  There is a link on the form to online prescription requesting (which you need to register for at the surgery if you have not already done this).  You can still email your prescription requests to us or drop off your request in the prescription box in reception or post it in the surgery letterbox.

Complete an online request form