Kilburn Park Medical Centre Access Policy
This policy is designed to cover the normal processes for seeing a clinician. It is also intended to offer a safety net as identified by the patient participation group (PPG) such that we are able to accommodate patients whose needs cannot be met within the normal systems and procedures.
This will cover same day access, routine access and home visiting. This incorporates telephone and face to face access.
NON URGENT ACCESS
These should only be booked with usual team and ideally usual doctor. They are the best appointments for frail patients, complex patients, and any patient who will need a double appointment. They may be the appointment of choice for patients with complex lives who need advanced warning of their appointment time.
Where a patient requests a double appointment this should be accepted.
They are routinely not available at short notice and are not intended to meet the needs of patients who require access within a week.
Weekend appointments can also be booked with a GP or practice nurse in a neighbouring practice. Please call 111 and ask to book an appointment with the ‘Kilburn Hub’.
Same day appointments
Appointments are available on the same day for patients who require timely access to a face to face consultation. Wherever possible these appointment should be with the usual doctor and if not the usual team.
Each doctor’s availability is published on the website and can be viewed in each waiting area. Patients who require access within a week should be advised which days their doctor works and how to access the available appointments.
Patients who require access that day should be offered an appointment with their usual doctor, usual team and if these are not available with another doctor. The patient should be offered the earliest convenient appointment.
Patients who need to be seen today should be offered a same day appointment as above OR a Hub appointment, depending on factors below:
SAME DAY APPOINTMENT HUB
Strong preference to see own GP Happy to see any doctor
Older person/frail Young and usually fit
Needs to be seen early Can be seen later in day
Has an admissions avoidance care plan No care plan
Safeguarding concerns No safeguarding concerns
Complex physical or mental health problem Minor illness such as cough/cold/urine infection/tummy bug
The following patients should not be turned away without seeking medical advice:
Shortness of breath
Collapse or fit
Bleeding or pain in pregnancy
Patient looks unwell
Patient states have medical emergency
The following patients should not be turned away without discussing with a nurse:
Requesting flu jab in flu season
Procedure when no same day appointments left
The receptionist should establish whether there is a health care need that day or whether it can wait until the usual GP can attend to it.
If same day health care need (not admin, results, or routine prescriptions) – this will go to duty doctor
If it can wait until the usual doctor can attend to it follow the following steps:
1) Advise the patient that you will notify the usual doctor
2) Ask the patient what time frame they think this needs to be dealt with
3) Ask the patient for their preferred number and whether there are any preferred times when they would be available to discuss with the doctor
4) Ask the patient if they are happy to indicate the nature of the problem, advising that this may help guide the doctor how soon to attend to this
5) Advise the patient that the usual doctor will attend to this in a timely manner
6) Send a task to the usual doctor indicating the above information – this should be in the form of a ‘patient note’, and will therefore be audit trailed in the patient record.
7) Set a default action by date of 1 week
PLEASE NOTE THAT THE ABOVE PROCEDURE APPLIES REGARDLESS OF WHETHER THE USUAL DOCTOR HAPPENS TO BE THE DUTY DOCTOR
The doctor should then:
Attend to tasks in a timely manner
Set a timescale for completing the task
The doctor should either:
Call the patient, using an extra review appointment if they need to be seen
Forward the task to reception indicating clearly what action they should take – e.g. use same day appointment, speak to the duty doctor.
Non access queries
Repeat prescription requests will only be accepted via EPS, by the repeat prescription slip or by ticking the relevant section on the repeat list. We will not accept requests other than for items that are on the repeat prescription list. Any other requests should be via tasks.
Letters should be requested via reception. Patients should be advised of the charge and sent as tasks.
Fit notes should be requested via the existing form
Andy Tate 26.6.15