Care Navigation

Why am I asked by a Receptionist what my problem is when I try to book an appointment?

As a practice we have a wide range of clinicians that may be able to help you with your problem/ medical complaint at the time, these include; GP's, Nurse Practitioners and Pharmacists. Our clinicians have created a Navigation guide for the Reception Team in which they follow to direct you to the most appropriate person/ service, which include self-care and also the local pharmacies. 

It is also extremely important to us that patients are provided with the most appropriate care at the most appropriate time.

There are also different issues that may not need to be solved by a clinician, we have many different members of our practice team who can help answer your questions, for example, if you have a problem with a referral a doctor has made for you to an outside service, one of our secretaries may be able to provide guidance on this instead of needing an appointment with the GP.

I don't want to tell anyone what the problem is - is this okay?

Any information given by you to a member of staff will always be treated as strictly confidential and the practice will always take any breach of this extremely seriously. You are always able to speak to a Receptionist in private should you wish, but if you feel the issue is very private and you do not wish to discuss then this will be respected. Quite often a one word description of the problem will allow us to navigate you to the most appropriate care.