King George Surgery

King George Surgery

135 High Street, Stevenage, Hertfordshire. SG1 3HT

Current time is 14:44 - We're open

NHS

Telephone: 01438 361111

Out of Hours: 111

Patient Update – Sept 2020

Posted on September 14th, 2020

Dear Patient,

As we move forward in the new normal world we will be maintaining telephone triage. Covid-19 has not gone away and has presented us with an opportunity to review our appointment system. A recent patient survey (patients that had been in touch with us over a two week period in July 2020) on our current service showed that 86% of patients were very happy with their recent contact, 68% were dealt with completely over the phone, only 24% required a face-to-face appointment, and 82% thought the service was very good.

If you need to speak to a clinician – please call us. You will be asked by our reception team to give a brief description of the nature of the issue you wish to discuss – this will help us get you to the right person in the right time frame. You will be advised that your call back will be during the morning or afternoon depending on the appointments available – we do try to accommodate all patients but this is not always possible.

If the clinician decides you need to be seen face-to-face, they will arrange to see you. Many issues can be dealt with quickly and safely over the phone, saving you an unnecessary trip to the surgery and reducing the risk of spreading Covid-19 to you and our staff.

If we are at capacity for the day – you will be asked to call back if your issue is considered non urgent. If you deem it urgent, our reception team will pass the details along to our duty doctor who will triage your request and may call you or advise reception to arrange a routine call back on another day.

Please remember we are not an urgent treatment centre and we are not A&E. We will do our best to triage and contact patients as quickly as we can, however more pressing matters do arise and must take priority. This could be in the form of a visit to an elderly or palliative patient or a very unwell patient at the surgery that may need an ambulance. Please be patient, there may be a wait for your call back.

The clinician will call you TWICE on the number you confirm with our team, at least TEN minutes apart, and they will allow the call to ring for SIX rings. If you miss both calls you will need to call us back to arrange a call at another time – this may not be the same day.

Our reception team work extremely hard to answer all calls. Please be considerate and kind, they are the front line of our practice and do not deserve to be shouted at. On average, we receive around 1000 calls between 8am and 9am. Despite this, we maintain an average wait time of between 20 and 30 minutes during this busy period. Please consider calling us later if your call is not urgent.

From the end of September, we will no longer accept requests for repeat medication over the phone. We instigated this during lockdown. Please resume your normal way of requesting your medication – via your pharmacy, by dropping in a request slip to us or online. You can download and set up the NHS app to request your repeat medications and book routine telephone appointments – visit https://www.nhs.uk/using-the-nhs/nhs-services/the-nhs-app/ Please note we require 5 working days to get your prescription ready, so please ensure you order your medications on time.

Our staff have worked incredibly hard over the last few months, we have quickly adapted to new ways of working, and despite a common misconception; General Practice has remained open and serving its patients throughout.

Thank you – The King George Surgery Team