April Update

We have been operating our new triage system for a few weeks now and have data from April which we want to share. Please see the previous post about our new system for details of why we are having to make these changes.

We had 1599 eConsults submitted during April. 44% of these were offered a same or next day appointment. 16% were offered an appointment in the following 7 days and 11% within the following two weeks. 22% were assessed as needing a routine appointment. The remainder were dealt with without needing an appointment, e.g., a prescription issued, or information sent.

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Of the total number submitted, 41% were from information taken over the phone. Whilst the call handlers can complete forms for patients, this method does not gain as much information as patients completing the online request form, eConsult, themselves. The more detailed information, the better informed the clinician triaging the request is to make a decision.

eConsults can be used by patients aged 16 and above to request clinical help and advice, for administrative requests, and they can also be completed on behalf of another person, for example a child or elderly relative. We have Digital Champions available to help with patients who are struggling – see Facebook or our website news for details.

We have had some positive feedback from patients who have used eConsult about the speed of the response they have had from the practice – next time you need to contact the GP, please give it a go.

We realise that there are some patients who are unable to access the internet. We would urge those patients who are able to to complete their own eConsult form so that those who can’t are able get through on the telephone.

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Please note, phoning to check whether an eConsult has been received blocks up the phone lines. If you haven’t heard from us by the time stated on the submission confirmation, or you have further problems, please submit another eConsult.

Update: 14 May 2024 with immediate effect eConsult will be available Monday-Friday 08:00-17:30. If urgent attention is needed between 17:30 and 18:30, please phone the surgery. Please do not call for routine matters. 

Thank you