FAQ's

Why are receptionists so overprotective of the GPs?

Unfortunately our GP’s are busy – much busier than ever before.  Our receptionists are very aware of that fact and they do try to help them to manage their workload in the best possible way.  We want our patients to be seen by the right person at the right time.  That is why our GP’s ask our receptionists to get as much information as possible to help them to prioritise their workload. 

We are training our reception team in Care Navigation to help our patients get the support they need from the right person at the right time. A typical Doctor will see/talk to around 40 patients in their surgery each day, will deal with up to 40 repeat prescriptions, read 30 test results and around 30 letters from the hospitals in one day.  This means dealing with around 150 patients each day. Care Navigation will not in any way stop someone seeing their GP, it is meant to offer the patient ‘choice not triage’ to access the most appropriate service first which may not always be the GP.

 

I have not been told the outcome of my blood test?

No News is good news - Our GP's/Nurses will tell you at your appointment that if there are no issues with your bloods we will not be in touch with you. You will only hear from us if there is a problem.

Do you have disabled access at your Spencer Street Surgery site?

We have disabled access at the rear of the building.

Unfortunately we cannot fit a ramp to the front steps because the gradient of the ramp required would be such that it would contravene law regarding building regulations and DDA.

We have examined the possibility of fitting a lift to the front of the building, however this would be very difficult due to the steps up into the building and due to the fact that our premises are of listed building status, as well as the cost involved, when we already have access to the rear of the building.  Internally again a lift is impossible due to the fact it would require the removal of two consulting rooms to allow a lift to be fitted, meaning we would have to reduce our clinical offering.  The rooms are on a split level so again this makes lift access even more difficult.  We keep a room available always for patients to be seen downstairs if they so need.

Why does it take so long for a prescription to be processed?

We ask for 48hrs notice to process a prescription if you are collecting from the surgery and 72hrs if you are collecting from a pharmacy excluding weekends and Bank Holidays.  This ensures we have your prescription ready for you in time as we average between 100-150 prescription requests per day. 

Repeat prescriptions are processed initially by reception and the medicines management team, they then have to be sent to the GP for signature who cross checks them and signs them, or arrange for a review as soon as practicably possible.  Prescriptions need to be checked carefully by the GP and hence this takes time.  GP’s are busy and their repeat prescribing workload is undertaken in between seeing their patients in surgery, home visits, dealing with telephone calls, reading hospital correspondence and test results etc, hence the need to request at least 48 hours’ notice to give the GP time to do the clinical checks they need to do, to ensure prescribing remains safe.

If you are going to be away for an extended period of time we can legally give you a 3 month supply of medication however any longer than this and you would have to register with a new doctor at your location.

 

The reception area is very 'open' - is there anywhere private conversations can take place?

We have a private room available for discussion should the patient wish to use this.  Receptionists are trained in dealing with patients in a confidential manner at the front desk.