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New Road Surgery104-106 New RoadRuberyBirmingham, B45 9HYTel: 0121 453 3584
Online guides for parents -http://www.worcestershire.gov.uk/info/20643/advice_and_guidance_for_families_early_help/1575/online_guides_for_parents
Appointments are available throughout the day.
Please make sure you book in on arrival so that the receptionist can inform the doctor you are waiting. However, please note that if you are late arriving (by more than 10 minutes), it may be necessary for you to re-book your appointment.
The practice will ask the Patient Services Team to remove patients from the practice list who repeatedly fail to attend or cancel appointments.
If you require a chaperone please advise reception when you book your appointment.
If you no longer require, or are unable to keep your appointment, please let us know so that we can use it for someone else.
Urgent appointments are always available throughout the day. Please phone before coming to the surgery to minimise waiting time. The doctors will always attend to very ill patients as a priority to avoid patients having to wait for a home visit.
Routine appointments with a doctor are, on average, 10 minutes in duration. If you feel that you have a lot to discuss, please ask for a longer appointment to avoid delays to other patients.
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.
Appointments can now be booked online - you will need to attend the practice with photo ID and be issued with a PIN number and Access ID before you can you this service.
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.
Please note that the surgery is the best-equipped place for consultations.
If a home visit is absolutely essential, please make the request before 11am wherever possible.
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.
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.
We have been asked to direct patients to the following website for information about services available within the Worcestershire area.
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