PATIENT PARTNER PHONE SYSTEM (24hr pre-booking of appointments)
From Monday 20th 2020 we will be introducing the Patient Partner automated phone system.
What is Patient Partner?
Patient Partner connects to our existing telephone system and clinical database and allows patients to book, cancel and check appointments
using their telephone keypad. The system is available up to 24 hours a day and is designed to improve patient access, reduce DNA's (Did Not Attend’s) and relieve some of the pressure on our phone system at busy times such as 8am every morning.
How will it work?
When a patient calls the surgery number and they will hear a new option. If you choose to use Patient Partner you will be asked to enter your date of birth and telephone number using the telephone keypad. Your phone details must be up to date as this will be used to identify you on our clinical system and it will reject your log in if there are any differences.
When your information has been checked and accepted by the system you will then be offered options to book, cancel or check outstanding
appointments. If you choose to book a new appointment the system finds a suitable appointment and offers it to you. The patient then presses a button on the keypad to confirm that this is suitable and we confirm that the appointment has been booked.
Evening & Weekend Appointments - Extended Access
In addition to the practice opening hours, patients in City & Hackney have access to GP, Practice Nurse, Pharmacist and Healthcare Assistant / blood clinic appointments from 6.30pm - 8.00pm Monday to Friday and to GP appointments from 8.00am - 8.00pm Saturday, Sunday and Bank Holidays as part of the Extended Hours GP Access Service.
These appointments are available at GP practices across City & Hackney. Patients can book these appointments by contacting their own GP practice during opening hours or by calling NHS 111 when their practice is closed.
Staff at those practices will have access to your medical records to ensure that you receive the best possible care and support
Our Appointment System has changed click here to view
You no longer need to book an appointment in advance to see your GP!
To improve access for our patients, we have changed our appointment system to make sure you get the appointment that you need, when you need it.
If you want to discuss a health concern, you can book a telephone consultation with the GP on the day of your choice. The GP will call you back to discuss your health issues and the GP will either manage your concerns on the phone or offer you a face to face appointment on the same day.
Please note, online and on the day appointment system are for Doctors only. Nurses and Healthcare Assistants appointments remain the same (book in advance).
GP Appointments can be booked in two ways:
Book online – you can pre-book a telephone appointment 24 hours in advance. The Doctor may call before your chosen time or no later than 30 minutes after your chosen time slot to discuss your health concerns. If the GP thinks you need to be seen, they will offer you a face to face appointment on the same day.
Pre-booking online avoids you having to call the surgery. It also means you know what time to expect the GP call back.
You will need to register online if you have not already done so to be able to use this system.
By Telephone – If you do not have access to online services, you can call the Surgery at 8.00am on the day you wish to speak to the GP and ask to make a telephone appointment with the doctor.
The receptionist will ask you for your name and telephone number. If it is a medical emergency (e.g chest pain), tell the receptionist.
The receptionist will then ask you an optional question about your health concern. This helps the doctor to priorities the calls.
When all the appointments for the day have gone
We will offer you an appointment with one of our Hub centres OR you can go online and book telephone consultation appointment for the next day and the GP will call you back within 30 minutes of your time slot OR you call us at 8.00am the following day.
How our appointment system will benefit our patients
Access: More appointments available every day
Continuity: Book in to speak to your regular GP
Convenience: Discuss your concerns with your GP without having to come to the surgery
Efficiency: Pre-book appointments online and let the GP call you
Safety: Increased access to GPs means your health concerns get discussed more quickly
Satisfaction: Easier access to GPs, at your convenience
For more information please speak to a member of our reception team. Thank you.
You can now book appointments on-line using the On Line Services. To register you will need a Registration Code. Ask at reception for more information.