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Appointments System

Progress towards our new model of care

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In a patient survey last year, you told us that what you value most is continuity of care and timely access to a health professional, particularly when you have a long-term condition or an acute illness. In response to your feedback, we are currently redesigning our service and, in summer 2016, we launched a new model of care that aims to better meet your needs.

 

Academy Medical Centre has undergone a transition phase and the premises have been upgraded to accommodate our new way of working. Services will continue to be delivered throughout the refurbishment works and, from August 2016 when our new model launched, all patient requests are assessed by a case management team.

 

What is case management?

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As a first step towards our new system, we are now assessing all patient requests to make sure that your needs are responded to promptly by the most appropriate health professional.

 

What can I expect when I call?

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As before, your call will be answered initially by a receptionist who will deal with routine queries. If you are requesting an appointment, the receptionist will transfer you to your case manager who will assess your needs. This way, we can offer you the convenience of advice from a health professional by phone and, where appropriate, plan and allocate appropriate time for your appointments. There is no longer a need to call at 8am when telephone lines open as case managers are available throughout the day.

 

If the case manager is assisting another patient when you call, the receptionist will take some details from you – your name, date of birth, and nature of your call - and the case manager will call you back. This way, we can assess the urgency of your call and direct your call to the most appropriate person.

 

What if I come to the desk with my request?

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We are encouraging patients to telephone rather than to come to the reception desk as we will be able to deal with your request more quickly. Since calls that are received by phone will be prioritised by your case manager, we would encourage you to telephone rather than come to the reception desk in order to avoid the inconvenience of a lengthy wait.

 

Who is my case manager?

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All requests will be assessed by a doctor or nurse case manager. Folllowing introduction of  our new system in the summer 2016, you will be allocated to a case management team.  We are  continuing to assess all patient requests to make sure that your needs are responded to promptly by the most appropriate professional.

 

What if my call is urgent or I can’t wait for a call back?

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If your case manager is assisting another patient when you call, they will call you back when you give a brief idea of your problem, this will assist in assessing the urgency of your call.

 

If your call is urgent, the receptionist will take some details from you – your name, date of birth, and nature of your call - to inform the most appropriate health professional to promptly assist you.

 

If you call is an emergency, then you should dial 999.

 

Will I be able to get an appointment when I need one?

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Yes. When you call, you will talk to your case manager to discuss your needs. Where appropriate, an appointment will be scheduled when you need one. This way, we can plan your visits and allocate appropriate time for your appointments.

 

When will we receive information about the new model of care?

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We launched our new model of care in summer 2016 & you will have received a letter to confirm how to access the new service, what to expect when you call, and how to give us feedback. At the same time, we will also provide information and updates on our website and in the surgery waiting area. 

When you arrive for you appointment you can use our patient operated self check-in system located outside the waiting room

Chaperones
If you would prefer to have another person present during your appointment for intimate examinations please let your doctor or receptionist know and they will be happy to make arrangements.

Interpreter Services
If you require the services of an interpreter please let us know when booking your appointment so that we can arrange an interpreter or link up with the translation service language line, a confidential service allowing easier communication.

Interpreter services are paid for by the NHS- if a patient fails to attend an appointment where we have arranged an interpreter, a warning letter will be issued. 

If a further two appointments are missed within the same twelve month period, the patient will be removed from the patient list.

How Can you Help us Make this Work?

Visit our Sign Post Guide for further information

Contact your pharmacy to access the Minor Ailments Service 

If your appointment is not urgent, please phone later in the day to book an appointment.

Remember that for minor ailments we run a nurse–led Minor Illness service – if you think this would be appropriate, please ask the Receptionist.

If you do not need to see a doctor face–to–face, please make a telephone appointment.

Did you know that you can self refer to Physiotherapy and Podiatry without making an appointment to see a doctor first. Ask at reception for details.

If you cannot attend an appointment please let us know, as a cancellation means we can use this slot for someone else.

Please phone between 14-16.00  for test results

Failed Appointments Policy

Missed or failed appointments are a waste of a valuable resource. Our policy is the following:

If a patient fails to attend two appointments in one twelve month period, a warning letter will be issued.

If a further two appintments are missed within the same twelve month period, the patient will be removed from the patient list.

Patients Rights & Responsibilities

The Patient Rights (Scotland) Act 2011 is in place to ensure that all patients receive good patient care every day. This is regardless of whether services are carried out by NHS staff or independent contractors which includes GP Practices. A copy of the Patient Rights (Scotland) Act 2011 booklet can be obtained from our Practice Manager which gives full details on what patients can expect from their Health Services.

Our patients can expect a professional, courteous and confidential service at all times.

Please try to arrive punctually for your appointments - you may be asked to re-appoint if you are more than 10 minutes late. Some patients require more than the allocated time and we ask for your understanding if this occurs. Routine appointments are 10 minutes and are for one person only and generally one problem only. If you have multiple problems and think that you will need more than 10 minutes, please inform the Case manager when you are making the appointment.

If you have been kept waiting more than 20 minutes after your appointment time, please inform Reception staff. On arrival, if the Clinician is running late we will inform the patient that there is a delay and how long it is likely to be.

We ask you to inform us if there is any change in your personal details, i.e. name, address and telephone number, to enable us to keep our records up to date. Please inform us of any change of details.

 

 
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