Riverside Medical Practice - New appointment system

AccuRx Triage

Here at Riverside, we have been very aware of the increasing difficulties you have been experiencing as patients in accessing appointments when you need them. Whilst we recognise this is a national issue, it has been made more difficult in our Practice as we have had significant shortages of GPs in the last 6 months.

We have been reviewing the ways we can make this better, so that you have the confidence you will get the advice you need, when you need it.

From 6 July 2023, access to appointments will be made via the Practice website –

www.riverside-medical.co.uk and clicking on the Accurx – Electronic Consulting box.

Patients will complete a simple form outlining their reason for the appointment request. This request will be submitted through the secure online process and be reviewed by a clinician for the appropriate appointment to be made. The online form is available 8.00am-4.00pm every weekday.

For patients without access to the internet they will continue to speak to reception who will complete the online form for them and will submit on their behalf, in the same way as if it were submitted through the internet.

Patients will be contacted within 2 working days of submitting the request unless the clinician triaging the submitted request feel it is more urgent. In this case we will make contact before 3pm that day.

Patients will also be able to use the online form to make enquiries about blood test results, fit notes, reports, and other administrative issues, to save them having to telephone the practice.

For patients, one of the benefits of using this on-line access system, will be that the phone lines will be freed up, making the practice as accessible as possible. If you do have access to the internet from a Smart phone/ tablet or PC then please submit the request yourself. All forms are dealt with in the order they come in and getting a receptionist to complete it will not mean it is dealt with any quicker.

Relatives can also complete the forms for their relatives with the assurance that the response will go to the patient.

Our aim is to help you get the best clinician for the problem you have described, within a time frame that is clinically appropriate.

Tips to help us help you!

• Put as much relevant detail in the text box when you complete the form.
• It is always useful for us to know how long something has been troubling you, and if you are able to state what it is you are worried about, that too can help.
• If you have seen someone at the practice already then let us know who.
• If you have a strong preference to be consulted in person –face to face, on the telephone or via text response that is also useful to know.
• If you think you may need a home visit, please tell us.
• If you think your problem is urgent and needs help on that day, please tell us.
• Please make sure you keep us up to date with your contact details.

We will be evaluating how this system develops and would welcome your feedback on how you found this new service.

Many Thanks for your understanding

Dr Sarah Henshaw on behalf of the Partners and Management team

Please note, as we run a total triage service, we do not have any appointments available to book via Patient Access or the NHS app. If you wish to book an appointment, please submit an Accurx Triage as above.

Routine and follow-up appointments must be booked if you wish to see one of the practice nurses or health care assistants

Nurse-Led Clinic

If you develop a new or urgent problem that requires medical attention that day you may be offered an appointment in our Nurse-Led Clinic (NLC) where a specially-trained nurse can offer suitable treatment and prescriptions if needed.

Ask at reception for more information.

This service is not suitable for patients who are pregnant, under one year of age or who suffer from some other specific problems - please be prepared to tell reception staff what your problem is so that they can ensure that you recieve:

• The most appropriate medical care,
• From the most appropriate health professional

We are part of a Primary Care Network of GP Practices in Shrewsbury and surrounds, working together to offer patients “extended access” to pre-bookable appointments in the evenings and at the weekends. This is to ensure that patients can have access to GPs, nurses and other qualified healthcare professionals for routine care at a time which may be more convenient for them.

Locally, the pre-bookable appointments will be available as follows:

• Weekday evenings (Monday to Friday) appointments between 6.30pm and 8pm
• Saturday appointments between 8.30am and 5pm
• Sunday appointments between 8.30am and 12.30am

Arranging a pre-bookable evening or weekend appointment is easy – just contact reception during normal opening hours and speak to a member of the practice team who will be able to help. Appointments are offered at different surgeries across Shrewsbury and with a range of healthcare professionals so may not necessarily be with your registered GP, or at this surgery.

There is a wide range of appointments available – routine face to face or telephone calls with a GP; routine nurse and healthcare assistant appointments; follow-up wound care, smear tests, NHS health checks, joint injection service, mental health nurse practitioner. We are extending the variety of services offered all the time.

Extended Access adds to the existing range of healthcare services already available in Shropshire to help patients outside of our usual opening hours, including pharmacies, NHS111, the walk-in centre, minor injury units and A&E (which is there 24/7 for life threatening serious emergencies only). It isn’t always necessary to see a GP for minor and common conditions – find out how about how to self-care for these types of conditions on the self-care section of the NHS Shropshire Telford & Wrekin Integrated Care System website

https://www.shropshiretelfordandwrekin.nhs.uk/your-health/self-care/

If you need to see a doctor and you are too ill to travel to the surgery or you are housebound, please ring 01743 367891 before 10.30am.

Only ask for a visit if you really need one - remember the doctor can see five or six patients in surgery during the time it takes to do one home visit.

Be prepared to give our staff some idea of symptoms. This information helps the doctor to assess the urgency of the home visit. Requests for visits made after 10.30am should be for emergencies only.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. The chaperone may be a family member or friend, but on occasions a formal chaperone may be preferred.

Patients are advised to ask for a chaperone if required, at the time of booking an appointment, if possible, so that arrangements can be made and the appointment is not delayed in any way. The healthcare professional may also require a chaperone to be present for certain consultations.

Full details of our policy are available on request.

It is important that you inform the reception staff if you are unable to attend your appointment, this will allow that appointment to be offered to another patient. If you fail to notify the Practice that you are unable to attend, you will be sent a letter informing you that you have defaulted from your appointment. Persistent defaulters maybe removed from the list.

You can also complete our appointment cancellation notification request form. This can only be used if your appointment has been arranged for more than 24 hours in advance. (excluding weekends and public holidays). You can also text to cancel your appointment.

We have a texting service which allows you to receive confirmation and reminders about your appointments.

To have this service you will need to register by completing a consent form.

Please remember to update your contact details with us when you change address, telephone numbers and email address.