Changes to how you Access our Services

Dear Patient

As you may be aware, over the last few months we have been making changes and improvements to the way you can access the services at Eltham Medical Practice. We thought the best way to explain these changes; would be to write to you explaining how to access the services at our surgery. The reason for these changes are to improve our healthcare services for you. The best way to access most of our services is via our website www.elthammedicalpractice.nhs.uk using our online system AccuRx. This ensures that you only have to contact us once with a problem and will take away the need to be “first in line”, either on the phone or in person. You can still contact us via our telephone system or in person at reception; however, all requests will still be triaged in the same way by our Care Navigators.

Our Triage System

We have recently introduced a Care Navigation Triage system, to improve accessibility to primary care services. It involves triage by Care Navigators (formerly known as Patient Coordinators) and part of our clinical team to support patients.

Our Care Navigators have been trained by our GPs to ask for information about your symptoms which they will record in your medical record. This information is important as it allows your clinical needs to be assessed along with other factors to ensure you are referred to the most appropriate person for your care. If you do need an appointment, this will be offered within a specific time set by the practice.

This approach is known as triage and is recommended by NHS England to improve accessibility to primary care services. The extremely high demand on General Practice and a rapidly expanding team of health care professionals makes triage a much safer way of getting you to the right person at the right time.

To book an Appointments

If you are requesting a routine appointment, the most efficient way to book is via our website, using the new AccuRx online triage system, this allows your request to be triaged by our Care Navigator. Once we have dealt with your request, you will receive a text message advising the next step. If no suitable appointment is available, you will automatically be placed on our virtual waiting list; as soon as, an appointment is available you will be informed either by text or telephone. If you still wish to contact the practice by telephone, you can now request a callback. This will save your place in the queue and you will be called back once you are at the front of the queue. If you miss the call, your call will be prioritised if you call that day. Your call will still be triaged the same as an online request, and if no availability you will also be added to the virtual waiting list. After being triaged, if you need an ‘on the day’ appointment, you will be offered an appointment with our on-call team, which consists of Advanced Nurse Practitioners, Physician Associates, and a duty doctor who oversees the emergencies on that day. Advanced Nurse Practitioners are qualified to prescribe and refer if necessary.

Admin Request

If your request does not require an appointment, such as test results, prescription requests or other administrative matters, the quickest way to submit your request is through our AccuRx online triage system. We do not accept administrative requests over the telephone. AccuRx also allows you to send a request outside of surgery hours.

NHS App

From April 1st, you will no longer be able to use the MyGP app or your patient access account. These will be replaced by the NHS app. As a patient of our practice, you will be able to use the NHS app to access a range of services, such as; ordering prescriptions, viewing your health records and you will also be able to receive messages from the surgery, but only if you have enabled your notifications.

Website

Our website www.elthammedicalpractice.nhs.uk has recently been updated and made more patient-friendly. You can now access all of our services including our AccuRx online triage services, prescriptions and all surgery information.

Check in Machine

We have installed check-in machines at all sites. You can now check in for your appointment at the practice, without having to queue at reception.

To check in, you will need to enter your month and day of birth and the first letter of your surname. You can either use the machines or the QR code on the screen. We thank you for your continued support in the services we provide to you as patients. We would be grateful if you would bear with us as we implement these changes. We welcome your feedback via our website and will be reviewing this new process to ensure continual adjustment within the system based on suggestions and improvement needs. Please ask our team if you have any questions and check out the FAQ to help you with some of your immediate questions.

On behalf of the Partners Dr Siva and Dr Chauhan

FAQ

How do I submit repeat prescription requests?

You can request a prescription, either via your NHS app, AccuRx Triage via our website, via your nominated pharmacy or written request into the surgery. It will take at least 72 hours for your prescription request to be processed. Please allow more time over bank holidays when the surgery is closed. We do not take any prescription requests over the telephone.

How do I request a copy my test results?

We will only contact you, if after we receive your blood results, you need a follow up appointment with a clinician or if you need to repeat your bloods. You can now view your blood results via the NHS app, once they have been read and filed by a GP. If you need to request a copy, you can do so via AccuRx on our website, we do not take requests over the telephone.

How do I request a Medical Certificate?

On-going medical certificates issued by a clinician can be requested via AccuRx on our website. We are not able to pre-date medical certificates. If you require a follow-up certificate following a hospital admission, we can only issue this if we have a copy of your discharge or hospital letter. How do I make routine Nurse or Healthcare Assistant appointments? All nurses’ and HCA appointments can be booked through AccuRx on our website by sending a request; and stating why you need to see a nurse. For some clinics we may send you a link via text message which you can use to self-book an appointment

Introducing ‘Pharmacy First’

The new Pharmacy First service enables participating community pharmacists to support patients without the need to visit your GP practice. Patients suffering with any of these conditions can be treated with an appropriate antibiotic/ antiviral medicine:-

sinusitis

sore throat

earache

infected insect bites

impetigo

shingles

uncomplicated urinary tract infections in women

Should you be suffering with any of these conditions, you can visit any participating local pharmacy.