Grasmere Surgery uses a form accessed via SystmOnline or our website as the main way to access our services. This is in response to feedback from patients about the difficulty in getting through on the phone and supported by the NHS. The small minority of patients who do not have access to the internet or a relative / friend to do this for them can still phone the surgery and a receptionist will fill in a form on their behalf.

This allows patients to access the help they need in a timely manner without having to contact us multiple times and will take less time than it takes to phone up. It will also allow the surgery to use our limited resources in the most effective manner by directing patients to the most appropriate clinician, who may be a GP, Advanced Clinical Practitioner, Pharmacist.

Patient feedback has told us they would like to be able to have routine appointments arranged ahead of time and the new system will allow for this too.

If patients have an ongoing issue, please tell us who has been dealing with the problem and we will endeavour to provide continuity of care.

The form is brief and easy to use, but the more information you give us, the easier it will be for us to help you. Forms with insufficient information will be replied to with a request to provide more information.

Prescriptions can still be ordered via the NHS app or SystmOnline access as well as an SystmConnect.  The NHS app also allows patients to see their results without having to contact the surgery so we would encourage patients to sign up for this.

If you haven’t already signed up to receive messages via SMS please do as this means we can contact patients promptly about appointments, results, and other issues.

APPOINTMENT SYSTEM PATIENT FAQ’S

1, What questions will the form ask me?

The form allows you to choose between 2 options Medical Request or Admin Request.

Within the Admin option you will find:

• Request a fit (sick) note
• Any other advice or information that is not medically related eg discuss referrals

Within the Medical option you will find:

• New conditions
• Existing conditions
• Medication queries

Once you have selected an option you will be asked further questions about your request e.g. List times that you are not available during GP opening times.

2. When can I submit a form?

Monday to Friday for medical options and prescription requests.  Outside of these times, if you don’t think your problem can wait until we reopen you should contact 111, as per the current system. You can submit a fit note request and  at any time.

3. What if my problem is urgent?

Primary Care is not an emergency service and if you are concerned about a very urgent condition such as a possible stroke, heart attack or seizure you should ring 999.

4. How do I request a repeat prescription?

You can continue to do this via the usual methods – by handing in a paper request, requesting via the NHS app or your SystmOnline access as these services allow you to see a list of your recent and repeat medications. This is easier and safer than typing in the medications you wish to order. You can also request your medication through an online consultation. We do not take repeat prescriptions over the phone.

5. Can I still request to be dealt with by my usual clinician?

Yes absolutely.

6. What do I do if I haven’t got access to a smart phone or computer?

We have found that most of our patients do have access to the internet and a lot of the ones who don’t or who are unable to use it tend to ask a relative or carer to ring us on their behalf anyway. For those patients their relative or carer can fill in the form for them but for the few patients for whom neither of these options are practical, one of our Care Navigators will take the details over the phone and fill in the form for the patient.

7. How long will it take to hear back after I submit a request?

Our Receptionist will action the on-line consultations throughout the day and for medical problems we aim to respond or action every request by the end of the same day. However, at particularly busy times it may take up to 2 working days to respond to routine requests.

8. What if I don’t want to give the reason for my request, can I just write ‘personal’?

We need all patients to give us as much information as possible about their request or problem in order for us to use our limited capacity to best serve our patient population in a way that is both fair and effective. Forms with insufficient detail for us to make a safe decision will be replied to with a request for more information and this may result in that form being returned to the start of the queue.

9. What if I have more than one issue?

If you have multiple problems, it is best to submit more than one request to make sure we have enough information about each problem.

10. How do I request a home visit?

Please ring before 12pm to request a home visit.

11. What if I really don’t like this system?

We are confident that once we all get used to it this system will be easier and more convenient for our patients. Given the limited resources directed to Primary Care this sort of system is necessary to successfully manage the huge demand for care we see every single day. More and more practices are using this type of approach and it is likely to become universal in the next few years.

12.  Is it NHS approved?

Yes, Patient Triage has been assessed by NHS Digital and meets the requirements for an online consultation solution on the GP IT Futures framework. This includes assessments of how data is used and stored in line with GDPR regulations.

Please click on the link to access – systmonline