Welcome to Farnham Road Practice
Welcome to Farnham Road Practice, we always put our patients first and treat them as we would want to be treated ourselves.
Our values underpin the success of our practice:
- Integrity: being trustworthy, reliable and respectful
- Transparency: being open in actions and communications
- Teamwork: fostering a strong team spirit in both decision making and actions
- Fairness & equality: treating our colleagues, patients and staff equitably and with dignity and respect
- Innovation: being responsive to novel ideas and developing services to achieve excellence in patient care
NEW PATIENT PATHWAY ACCESS
We continue to experience an extremely high number of telephone calls and this is making it difficult for us to provide the response that we would like. We are answering around 600 to 650 calls a day. However, we are receiving complaints about the length of time patients are waiting in the telephone queue and the overall difficulty in getting through to the Practice by telephone.
A significant proportion of calls we receive are not related to questions and queries about a medical need that requires a discussion with a clinician. For example, we are receiving many calls about covid-19 vaccinations, status of referrals to secondary care, queries about prescriptions and other similar matters. These calls are making if difficult for patients who have a medical need from getting through on the telephone to book a consultation or seek clinical advice. Overall patients are not receiving an appropriate service.
We have for some time provided alternative routes to contact the surgery, for example E-consult. Although the use of eConsult has increased, overall use remains low and has not so far reduced the volume of telephone calls we are receiving from patients. We have therefore decided to change the way patients contact us about different matters in order that we can provide the best response possible to all patients.
From the week of 29th March 2021 administrative questions and queries that do not require a discussion with a clinician will be handled through eConsult. Examples of the topics that we will deal with through eConsult include:
- Sick notes
- Covid-19 vaccinations
- Repeat prescriptions
- Medical reports
- Insurance reports
- Referral updates
- Requests for letters
- Results, e.g. blood tests and x-rays
eConsult is easy to use and enquiries made with eConsult are secure and are sent direct to the Practice. We review e-consults throughout the working day. You will receive an acknowledgement that we have received your eConsult immediately. We will provide you with a response in line with our usual processing time for the type of enquiry (see here for processing times). eConsult has the benefit that you can submit an enquiry at a time that suits you. You can find the link to eConsult on the homepage of our website.
When you telephone the practice from the week of 29th March 2021 you will hear a new welcome message that will advise you of the right way to contact the Practice about different matters.
We have consulted with the Patient Participation Group and they support these changes.
We realize that it may take time to get used to these changes. We think these changes are necessary to allow us to provide appropriate and timely responses to patient enquiries. By reducing the number of telephone calls we will reduce the likelihood that a patient with a medical matter will have difficulty in getting through to one of our team.
What if I chose to telephone about a matter that is supposed to be dealt with on eConsult?
When you speak with one of our Patient Services Team they will direct you to eConsult. If you are unable to use E-consult our Patient Services Team member will be happy to complete the E-consult with you on the telephone
What if I am unable to use eConsult?
If you are unable to use eConsult, for example because you do not have access to the internet or because you find it difficult to express yourself in written English, then please telephone the Practice where one of our Patient Services Team will be happy to complete an eConsult with you on the telephone.
What if I am contacting the Practice on behalf of a child?
Please telephone the Practice and one of our Patient Services Team will complete an eConsult with you on the telephone. An eConsult should be submitted with the patient’s details.
What if I am under 18 years of age?
If you are under the age of 18 you can complete an eConsult. If you require help please telephone the Practice and one of our Patient Services Team will be happy to complete an eConsult with you on the telephone.
How long will it take for me to get a response from an eConsult?
You will receive an acknowledgement that we have received your eConsult immediately. We will provide you with a response in line with our usual processing time for the type of enquiry (you can download our guide here).