Bedwell and Roebuck Surgery

Recovering access to Primary Care

Dear Bedwell and Roebuck Surgery Patients,

We wanted to respond to answer your queries following the Government’s release of its “Delivery plan for recovering access to primary care”:

https://www.england.nhs.uk/wp-content/uploads/2023/05/PRN00283-delivery-plan-for-recovering-access-to-primary-care-may-2023.pdf

A lot of the points in the plan are already embedded in many practices, we felt it would be helpful to clarify current operational procedures at Bedwell and Roebuck Surgeries.

We know first-hand that things have been extremely busy, the pressure and demand for appointments is very high, and continues to remain so.

As you may be aware, we have already had an advanced telephony system in place for a few years so our patients have been benefiting from this service already. However, you are also probably aware that better phone access doesn’t mean we have unlimited appointments to offer when you do get through to us.

To ensure safety, we do restrict our Duty Doctor emergency on the day appointments and will redirect patients to an appropriate service when these appointments are full, this may include calling 111 or attending your local pharmacy.

We do not routinely ask patients to call us another day, but please bear in mind depending on capacity, we may not be able to deal with every request same day. Using 111 or your local pharmacy may be appropriate, and our staff will advise you if so.

The news about prescription medications available directly from Pharmacies is welcome, we always ask patients to visit their local pharmacies for many minor conditions as you will find you can access excellent help and advice quickly.  A lot of minor illnesses and injuries do not need a GP, so it allows us to be available for those that really do need an appointment with a GP, Practice Nurse or another member of the team. Please note however, these particular changes in the recovery plan are not in place just yet.

We already ask patients when they contact us for a brief description of the issue you are calling about. We don’t need a lot of information here – but it helps our team direct you to the most appropriate person, in the most appropriate time frame. We also need this information when you book appointment online using your patient access account or via the NHS app. We have Clinical Pharmacists, MSK Musculoskeletal Practitioners, Social Prescribing Link Workers and a Mental Health Practitioner working as part of our team. Please be aware our Reception team will book you in with the clinician who is most appropriate to manage your problem, this means you may be directed to someone other than a GP.

We also ask if your issue is “urgent for today” – we can only deal with urgent issues requiring same day, on the day. This will always be triage by telephone, and the clinician will arrange to see you if that is clinically indicated.

For patients with routine issues, not requiring urgent, same day attention we do ask that you call us later in the day – hence avoiding the “8am rush” and you will be offered the next available appointment. If you would prefer this to be face-to-face, please let our team know. Our staff are trained to recognise that certain issues will require a face-to-face appointment and this will be offered if this is the case (i.e. an examination is required). We find that many issues are appropriate for telephone consultations, we can view your entire record and history, send prescriptions electronically directly to your pharmacy etc; and many patients prefer this rather than taking time out of their day to visit the practice.

We also offer Extended Access appointments between 18:30 and 20:00 weekday and weekend from the King George Surgery and weekend appointments at our Bedwell surgery.

We appreciate the Government now states all appointments should be within two weeks. However, we know that many patients are happy to wait 3-4 weeks for their routine issue – often waiting for their preferred clinician. If we restrict booking to two weeks at a time, it means you may need to call us more than once or keep checking online for released slots – we feel its best to ask the patient and offer what is available and if they are happy to accept this, we think it is best to offer this.

We are pleased to see further advancement of the NHS app and we do recommend patients use this to book routine telephone appointments, order their repeat medication and now you can view your GP record and test results.

We continue to work very hard to offer the best service for our patients, we appreciate your cooperation and support.

Thank you

Bedwell Medical Centre & Roebuck Surgery

NHS Choices

We would love to hear what you have to say about us, whether it is regarding the services we provide for you, about our staff, the care you have received or our facilities etc.

For example;

• if you feel we have done something particularly well for you
• if you feel you have received good or exceptional care from one (or more) of our staff members
• if you feel that we have assisted you in any enquiry you may have had

please go to NHS Choices website, click on link below, and leave us a review

• https://www.nhs.uk/Services/GP/LeaveReview/DefaultView.aspx?id=37514

WELCOME       

TO THE BEDWELL & ROEBUCK SURGERY

WE ARE ACCEPTING NEW PATIENTSR .

Here at Bedwell Medical Centre and Roebuck Surgery our priority is, and always will be, to provide the best possible healthcare for our patients.

We aim to ensure services are easily accessible, efficient and responsive to our patient needs. We encourage your views and suggestions about the services offered by the practice. We welcome feedback and will always carefully consider any suggestions you have for improvement. We have a ‘You Said, We Did’ board displayed at our main surgery; Bedwell.

It is our duty to maintain a pleasant, safe and efficient working environment for our staff and as such we enforce a Zero Tolerance Policy. For more information on this please see our ‘Zero Tolerance’ Section.

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E-CONSULTATIONS

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Please note Saturday morning surgery at the Bedwell Medical Centre is for pre-booked appointments only.  Prescriptions can be collected on a Saturday, but only if they are ready.  Unfortunately no new prescriptions or any prescription queries can be dealt with on Saturdays and will have to wait until Monday morning to be rectified.  Also on Saturdays the telephone lines will continue to transfer to the 'out of hours' service until Monday morning 8am. 

NOTE: Telephone lines open at 8am, surgery doors open at 8.30am.

Opening Times

Bedwell Medical Centre 

NOTE: Please be aware that there is no telephone service on a Saturday morning.
  

Roebuck Surgery

When We Are Closed

Bedwell Medical Centre - Telephone 01438 311130

Roebuck Surgery - Telephone 01438 314519

If your problem is not urgent please try to wait until normal surgery hours and avoid using the emergency service.

You should ring your own surgery number and you will be connected to the Primary Care Out of Hours Service. The receptionist will take all your details. They will also require a short description of your problem. These questions are to judge the urgency of your condition. The receptionists are fully trained to do a difficult job well, so please provide the information requested. You will either be put straight through to the duty doctor, or, if they are busy, they will phone you back as quickly as possible.

The doctor will make an assessment of your problem and decide on the best course of action. This may well be telephone advice. If a consultation is needed you may be asked to attend one of the out-of-hours centres. If the patient is bed-bound or so severely ill they cannot travel, a home visit may be appropriate.

Please remember it is the doctor's responsibility to judge whether you need advice or to be seen. They also decide whether a consultation, if needed, is better done in an out of hours centre or at home. It is not your right to have a home visit.

The details of your consultation with the Primary Care Out of Hours Service will be faxed back to your own doctor first thing the following working day.

Please remember to always telephone the Primary Care Out of Hours Service before attending the out-of-hours centre as patients presenting without prior arrangement may not be seen.  The Primary Care Out of Hours Service is located at Lister Hospital near the accident and emergency department.  The Service covers from 6.30pm to 8.00am weekdays and 24 hours weekends and Bank Holidays.

Extended Access Service

The Extended Access Service provides additional appointments with GP's and Allied Health Professionals in the evenings, weekends and bank holidays. Monday-Friday 18.30 to 20.00, Saturday 09.00 to 12.30 and Sun 09.00 to 12.00. These appointments can be booked via Reception.

NHS 111 Service

NHS 111 is a service that has been introduced in Hertfordshire to make it easier for you to access local NHS healthcare services. You can call 111 when you need medical help fast but it’s not a 999 emergency. NHS 111 is a fast and easy way to get the right help, whatever the time.

Click here for more information

Accident & Emergency V’s NHS 111

Did you Know? - If a patient attends the Accident & Emergency Service and does not stay to be seen - because the wait is so long - there is a charge to the NHS for this ‘booking in’ of around £80 per visit.

Did you Know? - If your problem is an emergency or not – You can telephone 111 (NHS 111) and your medical problem will be triaged - You will be directed to the appropriate medical service – this could be an ambulance, a visit to the Out of Hours doctor or you may be advised to attend A+E.

Ring NHS 111 and have your medical problem Triaged. Do not wait hours in the A+E Department when you don’t need to be there.