General practice across the country is facing unprecedented challenges in workforce recruitment with increasing complexity and demand for primary care. Changes in workforce at a national and local level have an impact on the way primary care is run. Following recent changes in clinical staffing at Port Isaac Surgery, we have undertaken a review of how we can continue to deliver services to our patients in a safe, sustainable way.
From 3rd June 2019 the Practice will be moving to a new model of providing care, adopting systems widely used across the country. The aim is to ensure that we are able to provide efficient care tailored to our patient’s different needs. For example, urgent and acute illnesses compared to routine, long term care and follow up.
Care will be provided using a range of clinicians including:
- Specialist paramedics
- Have been trained in ensuring that patients see the right person at the right time
- Rely on information provided by patients to facilitate this.
- Where this information is not available, we will be unable to ascertain what appointment type is required and will offer the next available routine appointment.
- Still be available to be booked in advance (up to two weeks)
- Will be either face to face or by telephone, at a time and location that is convenient.
- Patients with very specific requirements may find they need to wait longer before a suitable appointment becomes available.
Urgent Care requiring On The Day Assessment
- Will be under the care of an acute clinician
- May be dealt with over the phone, or at one of our surgeries
- We may not be able to offer a choice of clinician or surgery site
- To ensure fair and equitable access to booking appointments, we will no longer be able to take bookings at the reception desk.
- All appointments will need to be booked over the phone or online, and we will be improving access and accessibility to booking appointments in this way.
- Please see the attached document for FAQs on booking appointments
The improvements to our service that are outlined above are aimed at ensuring a safe and sustainable future for Port Isaac Surgery and our patients. We strive to provide a modern, efficient primary care service.
We would appreciate the support and help of our patients in this process.
Patients are requested, where possible, to telephone before 10:00 if a home visit is required that day.
We would request that, apart from the genuinely housebound, all other patients attend the surgery rather than request a home visit because of the extra time home visiting takes. On average four to five patients can be seen in surgery in the time it takes to do a single house call. In addition, the care that can be offered due to the lack of adequate lighting, examination facilities and equipment means that you may not receive as good a service as the doctor may be able to offer if you came to the surgery.
Please note that the doctor may telephone you rather than visit you if this is medically appropriate. Ultimately it is the doctors right to decide whether or not a visit is appropriate for a particular set of circumstances.
Cancellations & Reminders
Cancel an Appointment
It is important that you inform the reception staff if you are unable to attend your appointment, this will allow that appointment to be offered to another patient. If you fail to notify the Practice that you are unable to attend, you will be sent a letter informing you that you have defaulted from your appointment. Persistent defaulters maybe removed from the list.
You can also complete our appointment cancellation notification request form. This can only be used if your appointment has been arranged for more than 24 hours in advance. (excluding weekends and public holidays). You can also text to cancel your appointment.
Late For Your Appointment
Please attend your appointment on time, if you are late you may not be seen. If you are not seen you will not be able to rearrange your appointment until the next working day-except in the event of an medical emergency that requires immediate attention.
If you require an interpreter to attend with you when you see your Doctor please notify the receptionist and she will arrange this for you.
Text Reminder Service
We have a texting service which allows you to receive confirmation and reminders about your appointments and other services we provide.
To receive this service you will need to register by completing a consent form.
Please remember to update your contact details with us when you change address, telephone numbers and email address.