Dear Patients,
Due to the increasing number of patients joining our practice, we have decided to change the way we book routine GP appointments.
Our current appointment system is no longer sustainable, and in recent weeks, we have seen patients wait up to six weeks to see a GP for a routine appointment.
With the new proposed appointment system, we hope our patients will be able to see a GP within 2 weeks.
We have a new telephone system that offers a call-back service for patients who do not wish to hold the line for an answer. This means you keep your position in the queue, and the reception team will call you back when it reaches your position. This has worked well over the past few months, and we have received good patient feedback.
We will still have a limited number of appointments, released on the day, for acute, urgent problems only. These are available to book from 8 am Monday to Friday.
The new system will work like this:
Routine GP appointment bookings can be made by calling on a Tuesday between
9 am – 6 pm. We aim to book you a routine appointment, for a day that is suitable for you, within the following 2-week period.
In addition to this, we will have GPs working longer days two days of a week for those patients who are unable to get to the surgery before 5 pm due to work commitments.
All other services including our eConsult, Practice Nurse, Health Care Assistant, Clinical Pharmacist, Musculoskeletal Specialists, Health and Wellbeing Coach and Mental Health Practitioner appointments remain the same. They can be booked from 8 am until 6 pm Monday to Friday.
Please see attached our Gas House Lane Service Guide for further information about all the services we offer, how to book appointments, helpful contact numbers and information.
Please be assured that this is something that we have discussed and thought about in detail. We want to be able to offer our patients the best possible care and we hope that the new system will improve our accessibility to GP availability.
We know teething problems may arise throughout this transition and we ask that you bear with us and be patient with the reception team throughout this time.
Gas House Lane services guide
How to book a routine GP appointment
Please contact the surgery on a Tuesday between 9am -6pm
How to book an urgent same day appointment (for acute problems that can’t wait for the next routine appointment)
Please contact the surgery between 8am-9am (please note these appointments are limited).
How to book a nurse appointment
Please contact the surgery between 8am-6pm Monday to Friday.
How to book in with the midwife
please follow the following link to register with the midwife through Badger Net.
https://www.northumbria.nhs.uk/our-services/maternity/registering-your-pregnancy#432fa40e
All midwife queries go through the badger Net App and not the surgery.
How to book in with our Musculoskeletal specialists (MSK)
Please contact the surgery between 8am-6pm Monday to Friday.
We have Musculoskeletal specialists who work from our surgery who offer appointments to our patients for the following problems.
- All soft tissue injuries, sprains, strains or sports injuries
- Arthritis – any joint
- Possible problems with muscles, ligaments, tendons or bone, such as tennis elbow, carpal tunnel syndrome, ankle sprains
- Spinal pain including lower back pain, mid-back pain and neck pain
- Spinal-related pain in arms or legs, including nerve symptoms, such as pins and needles or numbness
- Post-orthopaedic surgery (can differ between localities)
In addition, the Musculoskeletal specialists can refer you for X Ray / MRI scans for X-rays, Ultrasound scans and corticosteroid injections as required. They can also request bloods.
How to book in with our Health and wellbeing coach
Please contact the surgery between 8am-6pm Monday to Friday.
We have Health trainers who work within the surgery on a Thursday. They offer face to face and telephone appointments for anyone aged 18 and over. They offer coaching and support on a range of conditions and issues that are impacting on a person’s health and wellbeing including:
- Weight loss support – healthy eating habits
- Diagnosed as pre-diabetic.
- Has type 2 diabetes and requires support for weight loss/healthier eating habits.
- Stress (work life balance)
- Anxiety and low mood (not in crisis)
- Self -esteem and self-care
- Use of alcohol
- Use of energy drinks
- Sleep hygiene
- Health anxieties – non-medication compliance and non-health screening compliant/avoidance
- Blood pressure how to lower or increase with lifestyle changes (linked to weight and other lifestyle choices)
- Gym referrals (exercise on prescription)
Conversations and offer support and information on the following topics during an appointment regarding:
- Menopause support and information
- Contraception – exploring options only.
- Pregnancy options and decision-making support
- Sexual health information (sexuality & gender identity)
- Relationship issues
How to book in with our Clinical Pharmacist
Please contact the surgery between 8am-6pm Monday-Friday
Our clinical Pharmacists can see patients face to face or over the telephone to carry out medication reviews. They work alongside a multidisciplinary diverse team of health care professionals in general practice and within the primary care network, providing primary support for prescription and medication queries.
How to book in with our Mental Health practitioners
Please contact the surgery between 8am-6pm Monday-Friday
Our Mental Health Practitioners help people with milder health issues access support and reduce referral to secondary mental health services. Joint working between PCN’s and mental health trusts can help to bring in specialist mental health support.
Health Pod
The pod is a self-service health check machine located in our waiting room. We can offer assistance with the pod if needed, please ask a member of staff at reception. This is available 8am-6pm Monday – Friday. There is no need to book for this you can just come along to use this service at a time that is convenient to you between the times stated.
The services we offer with this service is
- ADHD Annual Review
- Annual blood pressure review
- Blood pressure check (Three readings)
- Body Mass index
- Contraceptive pill check
- Epilepsy review
- FAST-Alcohol Questionnaire
- General Anxiety review/Questionnaire
- Smoking Status/Questionnaire
- Urinary Tract infection (UTI) -Coming soon
- HRT -Review (coming soon)
Pharmacy First
Our reception team can now send referrals through to a Pharmacy First Service meaning you do not necessarily need to see a GP. Once the pharmacy of your choosing receives the referral from us, they will call you within a certain time to invite you down to see them.
Pharmacy first services can see the following symptoms and offer medication for
Ear infections – 1-17 years
Impetigo – 1 year and over
Infected insect bites – 1 year and over
Shingles – 18 years and over
Sinusitis – 12 years and over
Sore throat – 5 years and over
Uncomplicated urinary tract infections (Women) – 16-64 years
Acute injuries and minor ailments will be referred to the Access Centre at Wansbeck General Hospital. They are open 8 am – 10 pm daily
The centre treats conditions including minor head, ear or eye problems, broken nose or nosebleeds, sprains, strains, cuts and bites, children’s minor injuries and ailments, minor fractures or broken bones, abscesses and wound infections. For advice on the most appropriate place to attend for your symptoms, please contact NHS 111 24/7.
Q&A
Questions we have received from patients over the past few weeks regarding the new appointment system.
Q-What if I fall ill on a Thursday and you only take GP appointments on a Tuesday?
- We still have daily urgent appointments available. If your health problem cannot wait until the following Tuesday you will be offered an urgent appointment.
Q-The phone lines will be jammed on a Tuesday as everybody will be calling, and we will spend all day on the telephone.
- Tuesdays will be fully staffed meaning we will have seven members of staff answering calls.
We also have a new telephone system that offers a call back service for patients that do not wish to hold the line for an answer. This means you keep your position in the queue and the reception team will call you back when it gets to your position in the queue.
Our lines will be open from 9-6 pm to make routine GP appointments so patients do not need to rush and call at 9am as appointments will be available for the following two weeks.
Q- Will I have to wait weeks or months for an appointment when I call on a Tuesday
- No, you will be offered an appointment within a two-week period from the day you call.
We anticipate more questions regarding the new appointment system and welcome any feedback our patients have.