During Pandemic Period (Update January 2021)

We are open and offering both telephone and video consultations as well as seeing patients face to face. You will not be able to enter the building to see a doctor or nurse unless this has been arranged in advance. Therefore we ask that you:

  1. Ring the Practice between 8.00 am – 9.30 am to book a telephone appointment. If required the doctor or nurse will then book you an appointment to come in to the Practice for a face to face appointment or we are also offering video consultations if appropriate.  Access to telephone appointments are also available via online access from 7.30am each day.
  2. If you are coming into the Practice for an appointment, please ensure you wear a mask. Please press on the intercom button by the side of the front door (once only please) and one of our receptionists will assist you and take your temperature before you enter the building. Please come alone or just one parent to come in with a child.
  3. We are experiencing a high volume of calls into the Practice, so please bear with us. If you are calling for any other reason than to book an appointment, please can you call us after 10 am and before 6.30 pm.
  4. Appointments can still be booked online for on the day appointments, blood pressure checks, age 16 & under clinic and cervical smears.
  5. Doctorlink is an online service and provides an online triage solution that will assess your symptoms and direct you to the most appropriate healthcare service near to you. This could be the pharmacist, your GP/Nurse or other services. The System is available 24/7 and is connected to your GP surgery so if you do need to speak to or see one of our clinicians we will be informed. Sign up on line or download the Doctorlink app.

Please do not come to the surgery unless you have an appointment.

 

Zero Tolerance Policy

At the current time our Reception team and our Clinicians are continuing to work under difficult and challenging conditions to provide care for our patients.

We realise this situation is difficult for everyone and we thank you for your understanding, and ask that you continue to respect our staff.

 

Appointments

Our telephone lines are extremely busy first thing in the mornings, especially on a Monday’s and Wednesday’s and during lunchtimes every day.  If your matter is not urgent, please try later during the day when the phones should be less busy.  All general queries to be called after 10am.  Your call will be held in a queue and answered when possible.

We are committed to providing a rapid service to our patients, but this is leading to our GPs being overloaded with requests from patients. So that we can deal with your queries more effectively we are instigating a new system.

If you ask for an appointment then our Reception staff will ask you for information regarding your request. They are doing this because the doctors have asked them to; in order that any emergency calls can be given priority, and other calls can be dealt with appropriately, it may be that your query can be dealt with by another member or the team without the need to speak with your GP.

Please, do not say that it is a personal matter, as you will then be offered a next available telephone appointment instead.

If your request is about medication, then please order by an online access or send us an email to swlccg.thurleighroadpractice@nhs.net . The Medical Assistants will deal with your query within 3 working days. Doctors will no longer deal with prescription requests via telephone appointments. Our Clinical Pharmacy can also help with any medication queries.

Please do not use our email for any medical, clinical or urgent matters.  Clinical matters should be discussed with a telephone triage call by a Clinician first.

Please do not attend the surgery and only come in person if advised to by a health professional, who will explain what you need to do.

We are providing routine cervical smear test appointments on a Wednesday and Thursday morning from 7.30am to 9am only.

Please see the NHS website or Jo’s Cervical Cancer Trust website for further information regarding cervical screening.

Routine Childhood Immunisation can also be now be booked with our Nurses for face-to-face appointments, you do not need to book a call before appointment. For further information on routine immunisations, please click here.

Please ensure you are COVID symptoms free when attending these appointments.

 

Delay with NHS phlebotomy services

Please be aware that there is currently a delay in turnaround times for tests results from St George’s hospital. This is due to issues with a supply chain issue, which they are working to resolve. This is a national problem.

Please ensure you are COVID symptoms free when attending these appointments.

 

Patient Registration

Patients trying to register at our Practice, should complete an online registration form. We will get in touch with you via email and confirm you registration.

Due to Covid pandemic, a considerable time is being spent on an urgent workload.  Due to this, registrations may take longer to process. Estimated time at present is 2 weeks.

 

Home visits

Clinicians will be triaging through the home visit requests as normal and will undertake a visit should it be clinically appropriate and the problem be medically urgent.

 

Collecting items

Blood tests forms will be available to collect at the surgery.

We are trying to minimise people coming to the practice therefore, all referrals will be emailed to you directly.

 

Prescriptions

Prescriptions can be ordered online (via patient access) or by submitting a prescription request HERE

If you require a repeat prescription you will be asked to nominate a pharmacy, if you have not done so already. This is so that the prescription can be sent electronically directly to the pharmacy that you can collect from there without having to attend the surgery.

 

Non NHS Work:

Please note that at present the whole of the NHS is on Tier 5 of the lockdown. During this period, the practice will not be able to carry out any non-nhs work.

We anticipate that we are likely to suffer staff shortages during this period and our available resources will be focused towards direct patient care.

Our apologies for any delays this may cause.