All appointments
In January 2024, we moved to a ‘Total online triage’ model. This means that all appointment requests should come directly through online Accurx form by following this link: https://accurx.nhs.uk/patient-initiated/k83022.
Below are some frequently asked questions which should give you further information.
Why can I not just call and book an appointment without filling in a form
General Practice is at breaking point, and even before the pandemic there was high demand and long waiting times. This has worsened in the years since and combined with very long waits for hospital treatment, more and more people are trying to contact their General Practice for help and advice.
In addition, the way General Practice is funded has also changed. Although there has been no new funding for GPs or Nurses, there has been investment in other health professionals that have joined our team, for example, clinical pharmacists, physiotherapists, mental health workers and social prescribers.
This combination of high demand and changes in staff has led to confusion over who to see and hot to access the right person in a timely fashion.
We need to ensure that demand is therefore filtered into the practice with allocation of our primary care resources safely, fairly and as efficiently as possible.
So, how does it work
Each day, a senior GP doctor is assigned to review every patient’s medical request which comes via our online system. During this time, the doctor will look through the medical record and decide what action they believe is appropriate for that particular patient. Sometimes, patients will be asked for more information about their concern or will be asked to provide further details such as photographs. Once the doctor has the information they need, they may:
- – Prescribe over the telephone, give advice on what over the counter medication is available or direct you to another service
- – Book you an on the day appointment. If the GP wants you to be seen on the day, a receptionist will call you to book you this appointment.
- – Book you a non urgent appointment. If your medical concern is not urgent, but cannot wait too long, then we will send you a booking link to book an appointment usually within 10 working days.
- – Book you a routine appointment. If your medical concern is deemed to be routine or a follow up after a previous consultation, then we will send you a booking link to book an appointment within 4 weeks time.
You will not always be given an appointment with a GP. This is because we have several, highly qualified staff who are able to treat a vast number of different medical conditions. You may be offered an appointment with:
- – Advanced Clinical Practitioner
- – Nurse or Health Care Assistant
- – Pharmacist
- – Physiotherapist
- – Social Prescriber
- – Mental Health Worker
- – Health & Wellbeing Coach
What if I can’t fill the form in online
We understand that not all patients are able to complete an online form. This could be due to a health concern, ability to use computers or smartphones or not having access to one. In such cases, our receptionists can either talk you through the process or do it on your behalf. However, we encourage you to provide as much information as possible because this helps us to offer you the correct appointment.
When can I fill the form in
Our current opening hours to complete a medical request are between the hours of 7.30am and 4.00pm Monday-Friday.
After 4.00pm, you will need to telephone us and a receptionist will complete the form on your behalf.
Why can I complete this over the telephone from 4.00pm and not before
We choose to work efficiently and safely. By closing our online service at 4.00pm, we are able to deal with more pressing medical concerns. If we stayed open all the time, we would be unable to keep on top of the sheer number of requests, meaning there could be an opportunity to miss something. For patient safety, we like to clear all requests on the same day and thus responding to your medical complaint as soon as we can.
Chronic disease review appointments
If you have a medical condition such as Diabetes, Hypertension, High Cholesterol, Asthma, Mental Health, Learning Disabilities or COPD then you will require an annual review with a Doctor or Nurse.
Every month, we run a report on a patients birth month. We try and do this in advance of a patients birthday. This means, if your birthday is in May, then we will likely contact you in March offering you an appointment for your review. You will be sent a booking link with available appointments.
Most appointments will consist of a 15-30 minute appointment with a Health Care Assistant (HCA) whereby your weight, blood pressure, foot pulses and bloods may be taken. The HCA will then book you a more detailed appointment with a specially qualified nurse.
Blood appointments
We understand that patients may have regular tests or know of a blood test they need, but before booking an appointment you must have either:
- – Spoken with a Doctor or Nurse to authorise a blood test
- – Had an invite for a blood test, whether this be a chronic condition or medication review
- – Be sure your test is added to our computer system
If you attend an appointment without prior agreement, then you will unfortunately be sent home.
Cervical Screening / Smear tests
We understand that smear tests, now called Cervial Screening, can seem unpleasant, but it is one of the best ways to protect yourself from cervical cancer.
If you are hesitant about having a test, unsure if you need it or want more information then please contact the surgery and ask to speak with a Nurse. They will be able to talk you through the process, and answer any questions you may have.
Invites and Eligibility
All women and people with a cervix between the ages of 25 and 64 should go for regular cervical screening. You’ll get a letter in the post inviting you to make an appointment.
How often you are invited depends on your age.
| Age | When you’re invited |
|---|---|
| Under 25 | Up to 6 months before you turn 25 |
| 25 to 49 | Every 3 years |
| 50 to 64 | Every 5 years |
| 65 or older | Only if a recent test was abnormal |
You can book an appointment as soon as you get a letter.
If you missed your last cervical screening, you do not need to wait for a letter to book an appointment.
Cancellations/Missed Appointments
If you cannot attend an appointment for any reason please inform us as soon as possible in order for us to give the slot to someone else by calling us on 01327 359953.
Due to the number of patients failing to attend for their appointment this may mean that you may not be able to see the doctor on the day that you wish to.
- In an attempt to try and resolve this, the practice has developed the following policy:
- If you fail to attend appointments without informing us we will write to you asking if there are any specific problems preventing you from letting us know.
If you repeatedly fail to attend for appointments you may be removed from the practice list and have to find an alternative GP practice.
Chaperone
Towcester Medical Centre is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times.
This Chaperone Policy adheres to local and national guidance on the role and effective use of chaperones in primary and community care settings.
All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required.
Patients are advised to ask for a chaperone if required, at the time of booking their appointment so that arrangements can be made and the appointment is not delayed.
The Healthcare Professional may also require a chaperone to be present for certain consultations.
Members of staff are aware of and have received appropriate information in relation to this Chaperone Policy. All trained chaperones understand their role and responsibilities and are competent to perform that role.
There is no common definition of a chaperone and the role varies considerably depending on the needs of the patient, the healthcare professional and the examination being carried out.
Their role can be considered in any of the following areas:
- Emotional comfort and reassurance to patients
- Assist in examination (e.g. during IUCD insertion)
- Assist in undressing
- Protection to the healthcare professional against allegations / attack
Checklist for consultations involving intimate examinations
- Chaperones are most often required or requested where a male examiner is carrying out an intimate examination or procedure on a female patient, but the designation of the chaperone will depend on the role expected of them, whether participating in the procedure or providing a supportive role.
- Establish there is a genuine need for an intimate examination and discuss this with the patient and whether a formal chaperone (such as a nurse) is needed.
- Explain to the patient why an examination is necessary and give the patient an opportunity to ask questions. The chaperone would normally be the same sex as the patient and the patient will have the opportunity to decline a particular person as a chaperone, if that person is considered not acceptable for any reason.
- Offer a chaperone or invite the patient to have a family member / friend present.
- If the patient does not want a chaperone, record that the offer was made and declined in the patient’s notes.
- Obtain the patient’s consent before the examination and be prepared to discontinue the examination at any stage at the patient’s request.
- Record that permission has been obtained in the patient’s notes.
- The clinician should check that the chaperone has received suitable chaperone training.
- Once the chaperone has entered the room, they should be introduced by name and the patient allowed privacy to undress / dress. Use drapes / curtains where possible to maintain dignity. There should be no undue delay prior to examination once the patient has removed any clothing.
- The chaperone should stay throughout the examination and be able to see what the doctor is doing.
- Explain what is being done at each stage of the examination, the outcome when it is complete and what is proposed to be done next. Keep discussion relevant and avoid personal comment.
- If a chaperone has been present, record that fact and the identity of the chaperone in the patient’s notes.
- During the examination, the chaperone may be needed to offer reassurance, remain alert to any indication of distress but should be courteous at all times.
- Record any other relevant issues or concerns in the patient’s notes, immediately following the consultation.
- Chaperones should only attend the part of the consultation that is necessary – other verbal communication should be carried out when the chaperone has left.
- Any request that the examination be discontinued should be respected.
- Healthcare professionals should note that they are at an increased risk of their actions being misconstrued or misrepresented, if they conduct intimate examinations where no other person is present.
Consultations
Getting the Most out of a Consultation:
In Great Britain, patients on average have just ten minutes with their GP. The BMA’s Doctor Patient Partnership offers the following advice to help you use this time effectively …
Be Prepared
Make a list of any questions and problems you wish to discuss before hand.
Take a pen and paper as you may want to note down important points.
Wear loose clothing if it’s likely you will need to be examined.
Be prepared to tell your doctor of any non prescription medicines or supplements you are taking.
You can bring someone with you for support.
During The Appointment
Don’t be afraid to ask questions.
If you don’t understand, ask your doctor to repeat it or write it down.
If you are prescribed a drug, make sure you know why it has been given to you, how long to take it for etc. Remember pharmacists are experts in medication and a very useful source of advice.
Be direct. If you have a problem that you find embarrassing or difficult to talk about, don’t leave it to the end of the appointment before mentioning it. Remember your problem is likely to a common one for your GP, who is there to help you.
One problem at a time
If you have several problems it is more effective in the long run to concentrate on just one problem during the consultation than to have to rush through a list of problems. Be prepared to make another appointment so that each problem can be given the time it needs to be sorted out.
Be on Time
Be on time for your appointment, or inform the surgery as soon as possible, if you wish to cancel your appointment.
Separate Appointments
Make a separate appointment for each member of the family.
Under 14 Year Olds
Accompany under 14 year olds. If however, a young person strongly wishes to be treated without his or her parent’s involvement, his or her confidentiality will be respected.
Home Visits
Requests for home visits should be made to the surgery between 9.00 and 11.00am (except in an emergency) so that our visiting round for the day can be planned effectively.
Please be prepared to give some details to the receptionist including the nature of the problem and a contact telephone number. The doctor may wish to speak to you to assess the urgency of the visit.
Home visits are intended for patients who are very ill or housebound.
Do make every effort to come to the surgery as we have better facilities for examinations and treatment.
Late For Your Appointment
Please attend your appointment on time, if you are late then you may not be seen. If you are not seen you will not be able to rearrange your appointment until the next working day-except in the event of an medical emergency that requires immediate attention.
Text Reminder Service
We have a texting service which allows you to receive confirmation and reminders about your appointments.
To have this service you will need to register by completing a consent form.
Please remember to update your contact details with us when you change address, telephone numbers and email address.