Welcome to Horsefair Surgery
Horsefair Surgery has a population of 16,572 registered patients.
This overview is intended to help you understand how the appointment system works at Horsefair. You will be aware of the National challenges within Primary Care and the NHS as a whole, with more than 90% of all medical care being provided in Primary Care we decided to put something together for our patients so that you can understand how we work.
Our aim is to see any patient who has a health problem within a timespan that is appropriate for that problem. As a practice, over the last 12 months we held at least one consultation with 10,643 patients. Some of these consultations were for new illnesses whilst others were for continuing problems. With growing demand on the service it can be a massive challenge to match the needs of individual patients to the supply of appointments.
We have several different types of appointment aimed at meeting the needs of the majority of patients:
Over the Telephone. A telephone call can often save time for both patients and doctors, telephone consultations can be used as a means of improving efficiency.
Urgent (same day). These are intended for problems that need to be dealt with as a matter of medical urgency.
Routine. These can be booked in advance and are best suited to follow-up of continuing problems with a Doctor of your choice.
Advanced Nurse Practitioner (ANP). These are available for on the day appointments and the ANP can deal with all Minor Illnesses. The ANPs are fully qualified and behave like a Junior Doctor. They can prescribe and onward refer as necessary.
Practice Nurse Our nurses can deal with a range of common problems including monitoring long term health conditions. These are pre-bookable appointments
Healthcare Assistant (HCA). Our HCAs can deal with phlebotomy, blood pressure, ECG, Ear Irrigation, Injections etc. these are pre-bookable appointments
Home visits. Given that a doctor can see three or four patients in surgery in the time that it takes to do a single visit, home visits are restricted to patients who are genuinely housebound and are usually managed by our Emergency Care Practitioner or the Early Visiting Service
Tips to help you to get the most out of the Appointment System
Is it ‘urgent’? Please don’t request an urgent (same day) appointment unless you consider your problem to be medically urgent. If you are not sure then you can ask to leave a message for one of the doctors to phone you back to assess your situation. Inappropriate requests for same day appointments mean that it is more difficult for patients with genuine urgent problems to be seen. If you consider it to be urgent please be happy to see ‘a’ clinician, being flexible is likely to get you seen quicker
Think ahead. If you have a long term medical condition or you take regular medication then you will need to be seen periodically for review, usually every six or twelve months. Please try to book these review appointments well in advance and not just before you run out of medication so that it becomes urgent. The Pharmacy Technicians let you know when you need to take action before you can have more medicine
Turn up … or cancel. Please don’t miss an appointment that you have booked. This is wasted time that could have been used for another patient. If you can’t make an appointment or need to change it then let us know.
Can anyone else help? Before you make an appointment please think about whether there are any other services that might be more appropriate. For example, remember that pharmacists are trained to give advice about minor health problems and answer any questions about your medicines and treatment. The NHS 111 system is also available to guide you to appropriate sources of advice.
What’s the problem? Understandably patients are sometimes reluctant to tell a receptionist about the reason that they want an appointment. However our reception staff are more likely to be able to guide you in the right direction if you give them a rough idea about your problem. All staff have a responsibility to treat your information confidentially. If it is personal please tell the receptionist that. We are in the process of rolling out a new intelligent system that prompts the receptionist to ask questions, the outcome of the question and answer conversation will give a timescale in which you need to be seen.
Telephone calls. If you have a simple problem or question then it may be possible to sort this out over the telephone. Please ask the receptionist to take a message and we can call you back. *Please check that we have your correct phone number and let us know if there is a best time to call. The surgery number 01295 259484 is visible when we call you, so you will know when we have called you back
Continuing care. If you have an ongoing problem then please try to see or speak to the same doctor. This means that you don’t have to keep on repeating your story, and enables the doctor to build up a better picture of what is going on. If you have been for a consultation and been told that you need a follow-up appointment then try to make it before you leave the surgery with the same Doctor. We do realise that this isn’t always possible
Multiple problems. A routine appointment is for 10-15 minutes. During that time the clinician needs to read up on your records, fetch you from the waiting room, deal with your problem, and write up the records. If you have more than one problem then it won’t be possible to deal with it in a single appointment. Ask the receptionist if you think that you may need more time.
Be patient. Please understand that everyone is trying to meet the needs of thousands of patients, each of whom is very important. Although we want to offer personal, patient-centred care, we are often stretched to the limit. Please try to be understanding if things are not completely to your satisfaction.
Finally please make sure that we have your up to date telephone number, calls to and from the surgery are always difficult on a Monday
We are confident that our website will provide clear and concise help and give our patients the information they require in an easy and convenient format. It has been designed with the patient’s needs at the forefront of everything, from checking surgery times to letting us know what you think of us.
Our dedicated team are here to treat those minor ailments that occur as well as providing specialist management of long-term conditions and clinics covering a wide range of healthcare issues. The technology also means you can now do a lot of things from the comfort of your home such as order a repeat prescription or cancel an appointment.
Partners in Care
Patients and healthcare professionals work together to ensure the most appropriate care is provided. This partnership philosophy extends even further and our active patient group exists to make sure that patient needs and the practice offering are always heading in the same direction.
(Site updated 17/05/2017)