Due to the unprecedented levels of telephone-based appointments which the practice is being called upon to respond to, we are finding that patients are not always available when they are called by the GP.

Whilst our doctors will try to call again, this causes backlogs to arise, creating further delays for other patients and increasing the workloads faced by our GPs.

In order to ensure that this does not become unmanageable, Kingswood Surgery has implemented the following procedures:

For a missed pre-booked telephone appointment:
  • The GP will attempt to call the patient twice. If unsuccessful the appointment will be treated as a  patient non-appearance.
  • Both attempts to call the patient will be recorded on the patient's EMIS record.
  • If the patient subsequently calls, they will be invited to re-book the appointment or be redirected to the practice's eConsult system.
  • The patient will not be able to have a telephone consultation with a GP that day.
For a missed triage call:
  • The GP will attempt to call the patient twice. If unsuccessful, the GP will leave a message for the patient. In some urgent cases the second call may include a direct request for the patient to call back to the surgery.
  • Both attempts to call the patient will be recorded on the patient's EMIS record.
  • Either way, if the patient calls back to the surgery and their name is on the triage list for that day, they will receive a call from the GP.

 

Published: Jul 17, 2021