Corona Virus Patient Information
We know that the Coronavirus pandemic is unprecedented and that all of our patients are looking for information about appointments, medication and other queries. Our priority at the moment is to do our upmost to keep our surgeries and dispensaries open but we can only achieve this with your help. For more information on Corona, please visit www.nhs.uk/coronavirus
The following is guidance received from the government, NHS England and the BMA:
IF YOU THINK YOU MIGHT HAVE COVID-19
- Access 111 Coronavirus service online - https://111.nhs.uk/covid-19/
- Follow government guidance on how long to self isolate
- If you feel your condition is getting worse, call NHS 111
IF YOU HAVE ANY OTHER MEDICAL NEED
- Telephone the surgery
- Wait for a call back from a member of the clinical team
- A very small number of patients may need to be seen in the surgery - you may be given special instructions
- Only come to the surgery if you are specifically instructed to
We are operating a telephone triage system so that all patients are called by a healthcare professional who will assess if you need to attend in person. The reception team will ask you for a reason for your call and it would help if you can give them a few details to support the clinical team. If you have a pre-booked appointment with the nurse or a HCA, please do not come to the surgery if you have Corona symptoms. We are not allowing patients to walk-in and book appointments, please don't be offended if you are asked to leave and call the surgery instead.
If after speaking with a doctor you are asked to come down and be seen please alert staff at the relevant window who will let the Clinician know you have arrived. They will then need to put on PPE and take your temperature before bringing you into the building. We realise this can be alarming for some people especially young children. Please share this video clip made by our doctors with your children so they know what to expect if coming in to the surgery.
Telephone wait times
We try to answer calls in a timely manner and most of the time we believe we are successful. Our telephone system is not currently sophisticated enough to be able to inform callers of their queuing position. We hope to look at upgrading this in the future. We are however aware that there is another call waiting, but usually have only one receptionist at each site to answer your queries. Please be patient, or perhaps avoid calling at the busiest times (start of each day) if possible and non-urgent. Thank you.
We are operating normal opening hours for our surgeries and dispensaries. It would help us if you don't call to check opening times.
**Update 23.4.20 MEDICINES HOME DELIVERY SERVICE . FOR HIGH RISK PATIENTS ONLY DURING COVID PANDEMIC. CLICK LINK FOR FURTHER INFORMATION
**Update 24.3.20 - you will no longer be able to phone the dispensary directly due to the overwhelming workload. We need to allow our staff the time to process and dispense your medication which will help to keep our services running throughout the current crisis. A lot of questions we are being asked can be answered by reading the information below and we ask you not to call unless it's absolutely necessary. Thank you
Due to the overwhelming level of work, it will now take 4 working days to process your prescription request. Please allow plenty of time to order your medication. It won't be necessary for your to call and check if your prescription is ready, we will call/text you if there is an issue. When you collect your medicine, please respect the need for social isolation and stand back from the hatch and leave a good gap between the person in front of you in the queue. Please don't be alarmed if staff begin to wear a mask and gloves when they are helping you.
Wherever possible we'd like patients who pay for their prescription to pay by card to further minimise the possible transmission of the virus.
We will only be issuing your usual amount of medication and no more than 1 month's supply. This will ensure that stock levels are protected for all patients, especially those who are vulnerable. We have unfortunately had examples of patients being abusive towards staff when they were advised of this policy and we must remind all patients that abuse will not be tolerated. Please be kind to our staff and appreciate they are doing an amazing job under difficult circumstances.
We are receiving a particularly large amount of calls about paracetamol and inhalers. We are not permitted to sell these items over the counter and if you are not prescribed these items routinely, we unfortunately cannot help.
We are aware that local communities are keen to set up volunteer prescription collection services and we are working with local groups to try and establish this.
Please keep visiting this page for the most up to date guidance. We would like to say thank you in advance for your support and understanding in helping us to help you.