Patient Access Policy
1 Introduction
1.1 This document sets out how Chapelthorpe Medical Centre ensures that all patients are able to access timely and appropriate clinical care.
2 Objectives
2.1 Patients are able to access information, care or treatment by a GP or appropriate member of the practice team in line with their clinical needs.
2.2 The ability of patients to access the above does not vary on account of characteristics such as age, disability, gender, race, religion or belief, sexual orientation, geography or socio- economic status.
2.3 Clinicians and staff are able to manage available resources to meet demand effectively so that the best possible levels of service and access are maintained at all times.
2.4 Patients and carers are aware of how to get the best from the practice and are involved in monitoring and developing the systems and procedures to ensure that their needs are met.
3 Rights and Responsibilities for the Patient
3.1 Patients’ Rights
As a patient you have the right to:-
- join the practice of your choice in the area where you live following acceptance by the practice;
- easily-accessible information about your practice and how to access care via the practice leaflet and website;
- appropriate urgent care as per Section 5 Access Targets;
- clear information about your treatment in a suitable format and language so that you and the clinician may make an informed decision about the best course of action;
- privacy and confidentiality;
- be treated with dignity and respect at all times (including access to a chaperone if required);
- comment or complain if you are not satisfied with the service provided;
- be registered in accordance with NHS England’s ‘Patient Registration’ standard operating procedure;
- Be registered or receive treatment without delay where the patient cannot produce photo ID or proof of address, unless the practice has reasonable grounds to decline.
3.2 Patients’ Responsibilities
As a patient, it is your responsibility to:-
- treat all practice staff with respect;
- ensure you attend any appointment made at the surgery and arrive on time;
- cancel an unwanted appointment as soon as possible so it can be offered to someone else;
- inform the practice if you change your address or telephone number so the practice can contact you urgently if needed;
- inform the practice if you have any special needs, including communication needs, so the practice can make any necessary arrangements;
- let a member of the practice staff know if you are unsure about or dissatisfied with your care so that it can be explained or put right;
- do your best to look after your own health;
- use the services of the practice appropriately.
4 Surgery Opening Hours and Appointment Times
4.1 Chapelthorpe Medical Centre operates from the following surgery premises
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Chapelthorpe Medical Centre |
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4.2 The practice telephone number is 01924 669080
4.3 The practice website is at https:// www.chapelthorpemedicalcentre.co.uk
4.4 Our surgery opening times are as follows:-
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Opening Times |
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Monday |
08:00 – 18:30 |
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Tuesday |
08:00 – 18:30 |
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Wednesday |
08:00 – 18:30 |
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Thursday |
08:00 – 18:30 |
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Friday |
08:00 – 18:30 |
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Weekend |
closed |
4.5 Appointments can be made by contacting the surgery on 01924 669080 or by booking on-line via the SystmOnline, which accessible via our website (see 4.3 above). Patients who have provided a mobile number and have consented to text messages will be sent a reminder for Face to Face consultations.
4.6 For a maximum of ten Wednesday afternoons each year, the surgery is closed (from 12 noon) for staff training (Named as TARGET) Details are displayed clearly on the practice website at least four weeks in advance together with instructions on what to do if you need help when the surgery is closed.
4.7 The practice provides a first and last pre-bookable appointment with a GP (a telephone apt at 08.20 and Face to Face apt at 17.45 respectively. These appointments are available daily.
4.8 The practice provides a standard appointment length of 10 minutes to see a GP. Nursing appointment times vary in length dependent on the nature of the consultation. Longer appointments are available on request for patients who feel they need more time.
4.9 Between the hours of 18.30 – 08.00 daily, the practice phone system will automatically direct callers to NHS111.
4.10 Between the hours of 18.00 – 18.30 Monday to Friday, the practice staff will transfer patients to Local Care Direct who will provide health advice.
5 Access Standards
5.1 Routine Consultation Standard
All patients will be offered a telephone or face-to-face consultation with a doctor or other suitable practitioner (such as a Nurse) within two working days of contacting the practice, or the patient may choose to wait longer if they want a more convenient appointment or to see their preferred practitioner if it is safe to do so.
Patients can seek help on a medical or other matter using ‘Ask My GP’ either from our website or using the following link:
https://live.askmygp.uk/howcanwehelp/MDc3MjQ1JDU0NDIzOS0xMQ%3D%3D
For medical problems patients are asked to answer a series of questions about their symptoms, this means the GP can quickly work out the best way to help. Patients will receive a response the same day if the request is received by the practice between 8am – 10am.
5.2 Urgent Clinical Assessment Standard
All patients who believe that they have an urgent medical problem which needs to be dealt with the same day will be offered a telephone or
face-to-face consultation that day. The patient must inform the receptionist if he/she believes the problem requires attention more quickly
Patients are to clearly identify themselves to the receptionist and supply a contact telephone number and where possible a brief indication of the problem.
5.3 Repeat Prescriptions Standard
5.3.1 The practice will generate and sign all repeat prescriptions within 24 working hours of receiving a request to do so, except where:-
- the practice has tried and failed to contact the patient where this is needed before the prescription can be issued safely;
- or where a medication review is pending and must be undertaken before the prescription can be issued safely. The request for a medication review will be highlighted on the patient’s most recent prescription.
The practice aims to generate and sign repeat prescriptions within 24 hours of request but because of the need to ensure patient safety patients should allow two working days. The practice will do its best to provide prescriptions in urgent circumstances but will not compromise patient safety to do so.
5.3.2 The practice will do its best to provide prescriptions in urgent circumstances but will not compromise patient safety to do so.
5.3.3 Patients’ can order repeat medication by posting repeat slip in the post box inside surgery or on-line.
5.3.4 The practice uses the ‘Electronic Prescription Service (EPS)’. EPS enables our practitioners to send prescriptions electronically to a Pharmacy of your choice. This makes the prescribing and dispensing process more efficient and convenient for patients and staff.
6 If you miss your appointment or are late
6.1 There would be much shorter waits for appointments if every unwanted appointment was cancelled and so available for another patient to use. It is frustrating for doctors and nurses to be under pressure to provide better access when up to 1 in 10 appointments are wasted by people who simply do not turn up.
6.2 Appointments can be cancelled online (if booked online) and via telephone or by responding to the text message reminder sent by the practice if the patient has consented to text messages via a mobile.
6.3 If you attend the surgery late for your appointment it may be difficult to fit you in without making other patients wait longer. Please try to attend just before your appointment slot but not too early. If the surgery is running late you will be informed by reception so that you have the option of re-booking, or through other communication methods where available, such as the self-arrival screen or other screens in the waiting area.
6.4 Where possible, the GP or Nurse will aim to see patients who arrive late, however, you may have to wait and be seen at the end of surgery.
6.5 Members of the Reception team will advise patients when a GP or Nurse is running late and this will either be on arrival (by suspending self-check-in) or making an announcement in the waiting area via the callboards.
7 See the Doctor or Nurse you Prefer
7.1 For some problems you may not mind which doctor or nurse you see but there may be times when you may have a firm preference or it is best for you to see a particular practitioner.
7.2 The practice has allocated patients to a named/registered GP based on the number of hrs/shifts the GP works & proportionate share of the total patients.
7.3 This does not mean you ONLY have to see your allocated GP; you can see ANY clinician who is available.
8 Improving Access for Patients
8.1 The practice is always pleased to receive comments and suggestions about its services including how easy it is to access them. Please contact the Practice Manager (please send to Cheryl Wilden via the Chapelthorpe Surgery address, full address details are at 4.1) if you have comments or suggestions to make or alternatively you can leave a card in one of our suggestion boxes or submit feedback via our website.
8.2 Patients are encouraged to join our Patient Participation/Health Champion Group and the practice keeps the group up to date. If you wish to join the group, please complete an application form and return to the Practice Manager. Forms are available on our ‘PPG’ Noticeboards.
8.3 The practice is currently working towards a ‘Young Person Friendly’ accreditation. All reception staff have received training in assisting young people to get the best from the practice. There is access to resources specifically for young people via the practice website and the practice provides a dedicated clinical advice service for young people at least once per week (in consultation with young registered patients and at least equivalent to a half hour telephone or face-to-face surgery conducted by a suitably qualified nurse or doctor).
8.4 All practices in Wakefield are implementing, or have started to prepare the implementation of the Accessible Information Standard. This informs NHS organisations how they should make sure that disabled patients receive information in formats that they can understand and receive appropriate support to help them to communicate.
8.5 The practice are working towards all members of staff have receiving Dementia Friendly training.
8.6 For patients who require translators or access to British Sign Language, the practice uses Language Line and Wakefield Council respectively. Please let members of staff know if you need an interpreter for your appointment.
