When you speak to our reception team to book an appointment you may be asked a number of questions. This is so that our trained Patient Care Advisors can book you in with the most appropriate clinician and for the right amount of time. Our staff will be able to advise you who can best help you with your concerns, for example they may suggest seeing a Clinical Pharmacist, a Practice Nurse or signpost you to an alternative service provider such as a community pharmacy. They are also trained to recognise signs of emergencies and may direct you to A&E or to call 999.
Not all medical conditions need to be seen by a doctor, so by following a ‘signposting’ process our staff can direct patients to the most appropriate clinician and ensure they are seen promptly. This not only benefits the patient’s health but also the system as a whole as it frees up appointments with a doctor for those who really need them.
We also believe that this process will help to increase our patients awareness of how to treat minor conditions and illnesses themselves, as well as increasing their understanding of the local services available to support their health and wellbeing.
Our Patient Care Advisors have received training in active signposting and care navigation, and receive regular updates from our GPs and other clinical staff. It is very important for patients to understand that they are not being nosy and the information being asked for is very much in their best interests.
All practice staff follow strict confidentiality policies.