CARE NAVIGATION AND APPOINTMENTS
It is not always necessary to see a GP. A nurse practitioner, practice nurse, health care assistant or practice pharmacist, or another service such as an Optician or Community Pharmacy, may be more appropriate and for this reason our receptionists have now been trained to cover a more diverse role and will now be working in the practice as Care Navigators. This is a role that is being introduced in ALL practices across Heywood, Middleton and Rochdale.
The purpose of this role is to advise patients and carers about the sources of help and advice which are most relevant to their reed. Active signposting is NOT a clinical consultation and it is not to make a diagnosis or plan treatment.
This new approach is not about denying our patients an appointment but actually using signposting for precisely the opposite motive – to make it easier for patients who need to see a GP to get an appointment, while shortening the time it takes to connect patients with the most appropriate person.
To help you make the appointment, the Care Navigator will need to know a little about why you need an appointment and so will ask you some very brief questions. This is because the Care Navigators have a number of alternative types of appointments available to them, and they need to offer you the most appropriate appointment to deal with your problem. The most appropriate appointment may be with your GP for example, or perhaps with another member of the practice team.
To make an appointment please contact the practice on 0161 643 5005. If you are unable to attend for your appointment please let us know as soon as possible. To cancel an appointment please telephone the practice. Persistent failure to attend appointments will result in your removal from the practice list.
There are different types of appointments offered at the Practice to ensure the clinics run efficiently.
Advanced: These appointments can be made up to two weeks in advance. They are usually routine appointments with the GPs (in the afternoon), Practice Nurse and HCA for ongoing illnesses or conditions which are non urgent. You can book these appointments over the phone, at the reception desk or online.
Same Day: These are for clinical/Acute conditions which you feel need to be seen urgently. The telephone line opens at 8.00am and the front desk opens for appointments at 8.00am, therefore to ensure you get an appointment for the same day please ring or come to the surgery.
Web access: We have online appointment available for pre bookings and have availability up to two weeks in advance, these appointments are available with the GP'S, Healthcare assistant and practice nurse and can be managed by patients themselves. (Please speak to a member of staff for more information)
Telephone: These can be used for results; advice and continuous Sick Notes. Telephone appointments can only be made with the GPs. They are usually dealt between 12.00pm - 15.00pm, however the time can not be guaranteed. Please keep your phone available on the day.
Triage of urgent on the day demand: Admin Staff carry out triage of all urgent on the day requests from all patients. All patients who are 12 years or younger will be seen in the practice on the same day if clinically required. Once triage has been carried out by staff, the message will be conveyed to the GP if necessary and if patient needs to be seen then an appointment will be made for the same day.
You have a right to express a preference of practitioner and we will do our best to give you an appointment with the doctor of your choice. Should your preferred doctor not have a free appointment you will be offered an appointment with one of the other GPs in the practice. If you do not wish to see the offered option in case of your preferred choice not available at that time, you have the option to book the next available appointment with the practitioner of your choice.
You will never be refused to see a doctor if one is available. If you no longer need your appointment please let us know in good time. This will help other patients who may have been refused an appointment on the day.
Please remember that appointments are for ONE PERSON only. If you feel your consultation may be lengthy, ask the Receptionist for a DOUBLE APPOINTMENT when you book at the time of triage. We kindly request: Please do not ask for an accompanying relative to be seen within the same appointment. It is unfair on the other patients waiting outside to see the GP and equally it will lead to delay in the clinic.
Please remember on booking your Appointments can you please ensure you request an interpreter. Staff Can Not translate for you. If you have not booked an interpreter, you will need to rebook your appointment. This can cause a delay in seeing a clinician and may have impact on your health condition.
(please speak to a member of staff for further information).