Booking an appointment guide

 

Patient Experience

After the results of our patient experience survey we noted that our patients are generally happy with our service but struggle to get through on the phone or to make an appointment. In light of this, we have made big changes to the way we work as a practice and invested in new systems which will give you a greater choice of options when contacting the surgery.

Booking an appointment at the surgery

Please note, our Care Navigators are extensively trained to help you seek the most appropriate avenue of care. They are trained in information governance and sign up to the same strict confidentiality policy as our clinicians. If they ask you questions about the reason for your call it is solely to direct you to the most appropriate service. If you have any queries that this document does not cover, please contact a member of our reception team who will be happy to help you.

So what is new?????

E-Consult – enables NHS based GP practices to offer online consultations to their patients. This allows patients to submit their symptoms or requests to their own GP electronically, and offers around the clock NHS self-help information, signposting to services, and a symptom checker. E-Consult is designed to enhance patient access, improve practice efficiencies and sign post patients to the right place at the right time for their care. You can use this service by going to our website and filling out a quick form that is then sent and reviewed to the practice. Visit www.mountpleasantpractice.co.uk to request an E-consult!

Telephone System

We have invested in a new telephone system that will now record all ingoing and outgoing calls. 

Routine Appointment – Routine appointments are available to book in advance by phone or email for those that do not wish to use E-consult. We offer online booking (See dispensary to sign up). You can also call the surgery at 8am to be put into the queue to book a routine appointment on the day. These appointments do go very quickly so you will need to ring at 8am and be prepared to wait. If we are unable to offer you an appointment on the day, you will need to call back another day – or book in advance (This could be up to 6 weeks). These types of appointments are suitable for ongoing issues, requests for sick notes, follow up appointments, results of tests etc. You can use E-consult for a 24 hour turnaround or you can also request a routine appointment by emailing patient.support.w93021@wales.nhs.uk.

Urgent Appointment – Urgent appointments are bookable on the day by ringing at 8am or using E-consult. These appointments are only for problems that are too urgent to wait another day. The GP/Nurse Practitioner will not be able to help you with routine test results, sick notes or any routine queries in this type of appointment. If we run out of emergency appointments we offer a GP/ Nurse Practitioner Triage service via E-consult. You will be asked for details of the query by our reception team and they will use Econsult for you to send a message to one of the GP’s. The GP will contact you to discuss the problem with you and call you in for examination if necessary.

Telephone Appointments – We have a limited number of telephone appointments available to book in advance. These telephone appointments would be suitable for things like abnormal test results, ongoing problems or anything else that can be safely dealt with via the telephone.

Home Visits – Our GP/ Nurse Practitioner’s can only do home visits for patients who are truly housebound. A GP/NP can see a large number of patients in the time it takes to do a home visit so please only ask to be visited at home if you cannot physically get to the surgery. Not having available transport is not a reason to request a home visit. The GP/Nurse Practitioner will assess all requests for home visits on an individual basis before deciding if an urgent home visit is needed.

Medication Reviews and Queries – We now have a practice Pharmacist who will be able to help you with any medication based queries. You can book a telephone or face to face consultation with the pharmacist by calling the usual number and requesting an appointment! You can also raise medication queries by emailing dispensary.w93021@wales.nhs.uk or using E-consult!

We have also made changes so that our dispensary at Chepstow is open all day! You can now contact us at any time with a medication query!

PLEASE NOTE – WE WILL BE OPERATING AN EMERGENCY ONLY SERVICE THE DAY AFTER ANY BANK HOLIDAY INCLUDING THE FESTIVE PERIOD AND OCCASIONALLY DUE TO ADVERSE EVENTS.

 

Use the button above to consult with a GP, make an administrative query, get your test results or contact us about anything else!