We know that the current system can be frustrating, especially with long waits on the phone and the difficulty of securing appointments at busy times. This new way of working has a number of benefits for both patients and staff.

It allows us to:

• Prioritise patients based on clinical urgency, not on who calls first
• Ensure that appointments are used appropriately
• Offer more flexible ways to receive care
• Reduce pressure on our reception and clinical teams

This change also supports the guidance from NHS England, which asks all GP practices to improve access and reduce the need for patients to queue for appointments at 8am each morning.

Contact us about your request - Accurx Patient Portal

There are several ways to get in touch with us. Whichever method you choose to contact us, we will need some information from you to help us direct your request to the right person and ensure you get the most appropriate care as quickly as possible.

When describing your symptoms, it’s really important to be as clear and detailed as you can. This allows the doctor to triage your request more efficiently and safely, often without needing to contact you for further clarification. 

For example, instead of saying “I have a cough,” a more detailed message would be:

“I’ve had a cough for 10 days. I’ve already tried over-the-counter medicine, but it hasn’t helped. Over the last couple of days, it’s been getting worse and feels more chesty. I also have a high temperature.”

This kind of information helps us understand your situation better and decide the right course of action more quickly.

Contact us about your request - Accurx Patient Portal

Below are the ways in which you can request an appointment at the surgery:

Online

The easiest and most efficient way to request an appointment is by using our Accurx online triage form. You can access this via our website during working hours. Once submitted, your request will be reviewed by a GP. 

Contact us about your request - Accurx Patient Portal

By Phone

If you're unable to complete the online form, you can call the surgery on 01763 260220 and using option 1.  Our reception team will ask you the same questions as the online form and submit your request on your behalf. The reception team will not make any clinical decisions, they are recording what you tell them so that the GP can assess and triage your request.

Contact us about your request - Accurx Patient Portal

In Person

If you come into the surgery, we will encourage you to complete the Accurx form on your phone. If you can’t do this, our team can help you complete the process. You can fill out a written form that will then be added to the triage system or if you are unable to do this, then you can provide the information to the receptionist, who will enter this for you. The same triage process will apply, so there will be no priority given to patients that come in person. 

Contact us about your request - Accurx Patient Portal

Once your request has been reviewed by a GP, they will decide on the most appropriate course of action based on the information you’ve provided.

For GP appointments, we have introduced a new system with three types of appointments to help make sure everyone is seen according to their clinical need:

• Same-day appointments – These are for urgent problems that need to be dealt with on the day. If the doctor feels you need to be seen or spoken to urgently, a member of staff will contact you directly to book the appointment.
• Appointments within 2 days – If your issue needs attention soon, but is not urgent, you will be sent a booking link by text message. This will allow you to choose a convenient time within the next two days.
• Routine appointments (within 7 days) – For non-urgent matters, you will be sent a link to book an appointment within the next week at a time that suits you.

You may also receive advice or support without the need for an appointment, if the GP feels your request can be safely managed that way. This triage system helps us make the best use of appointments and ensures that patients are seen in a timely and clinically appropriate way.

We understand that this is a change, and we are here to help. If you are unsure how to use the new system or need assistance, please speak to a member of our reception team who will be happy to help.

We appreciate your support as we work to improve the way we care for all of our patients.

If possible please try to telephone reception before 10.30am if you require a home visit.

You may only request a home visit if you are housebound or are too ill to visit the practice. Your GP will only visit you at home if they think that your medical condition requires it and will also decide how urgently a visit is needed.

You can be visited at home by a community nurse if you are referred by your GP. You should also be visited at home by a health visitor if you have recently had a baby or if you are newly registered with a GP and have a child under five years.

At Orchard Surgery a patient is considered housebound if they cannot leave their home due to a physical illness. If you can leave the house with some help to, for example, visit a hospital, dentist, shop, hairdresser or social event, then you will not be considered to be housebound.

At Orchard Surgery we do not consider not having transport, or not having a companion to get to the surgery as a legitimate reason to be classified as housebound. We are able to provide you with information about local taxi services or volunteer groups if needed, but we would encourage you to ask a family member or friend for a lift.

We acknowledge that your individual needs may change, and that you may therefore be eligible to be reassessed for your eligibility for a home visit, should that become necessary.

To avoid confusion, any person who requires a specialist vehicle (Ambulance) or a two person escort would be regarded as housebound.

A person will not be regarded as housebound if they do not personally have a companion to escort them to a clinical appointment.

In an EMERGENCY call 999.
If you or someone you know has a life-threatening condition, such as loss of consciousness, a sudden confused state, chest pain, breathing difficulties etc, you should call 999