We are launching a new way of accessing our services. We hope it will improve
your experience as a patient and mean that you see the right person to help you.
How does it work?
When you get in touch with us to request to see or speak to a doctor, the receptionist
will arrange for a doctor to contact you via phone that same day, usually
within 60 minutes. The doctor will discuss your problem and the best ways to help.
We shall try to deal with your problem on the phone arranging appointments at the
practice only when required. This is because we recognise that all our lives can be
very busy and we do not want to take up people’s time unnecessarily.
When you are phoned back the doctor will either:
· deal with the problem on the phone.
· write a prescription for you to collect from the surgery.
· ask you to come down to the surgery to see the doctor or nurse the same day
· make a routine appointment for you to see a doctor or nurse.
· arrange for you to have some tests telling you when we will be able to discuss
the results with you
· arrange a home visit.
Involving the whole team at The Ridgeway helps to make sure you see the right
person and these are the ways in which you can help us to do this: -
® Giving the receptionist brief details of the problem when you contact us.
® Avoiding phoning for routine appointments on a Monday as the surgery is
particularly busy after the weekend.
® Making routine enquiries after midday as mornings are the busiest period for
reception - this will enable patients who require a same day appointment or
urgent visit to access the surgery more quickly.
Has this been tried elsewhere? How will it help to improve access?
Many GP practices use similar systems and find they increase both patient access
and satisfaction. More patients who definitely need a face to face consultation can
be seen. We believe this will give you a better service and we ask for your support.
What if I am not able to use a phone to call you?
If your hearing or language problems mean that you cannot phone us the existing
arrangements to help you (such as interpreters) are staying the same.
Why have you chosen to introduce this?
We are using what we learnt from our 2018 triage system and from your feedback.
Please give us your feedback on this new way of working to meet your
We would really welcome your feedback about how you find the new service.