Appointment Policy for Dr Miles and Partner

Introduction

This appointment policy has been created to ensure that our patients have access to timely and appropriate healthcare services while making efficient use of our practice team and digital systems (sometimes called online services). The policy applies to both patients and the practice team, aiming to streamline the appointment booking process, reduce delays, ensure that patients are seen by the right person at the right time and encourage the use of digital resources, to help guide people to other services if appropriate, or support patients to self-serve if they can. This frees up time for the practice team to deal with patients who otherwise may be digitally excluded.

1. Encouraging Online Access

Patients are encouraged to use the NHS App as their primary point of contact for non-urgent services. Through the app, patients can:

• View, book and cancel appointments.
• Request and check the status of repeat prescriptions.

• Access their medical records, including viewing and sharing test results and correspondence from and with other healthcare professionals.

We recommend that all patients register for the NHS App, which allows the NHS to communicate securely and cost effectively, and allows patients to access wider NHS services. For assistance with registration, app usage or NHS App features, visit the NHS App resources page. For assistance with practice specific appointment type information (routine, urgent, or specialist), patients can visit the practice website.

Practice websites should contain information regarding this policy, with clear and easy to understand descriptions of specifics included e.g. appointment type information (routine, urgent, or specialist) and text message consent.

2. Booking Appointments: Practice Team Guidance

• Common-Sense Approach
• Flexible Scheduling
• Routine Appointments: The reception team will offer the next available pre planned appointment and will consider the correct clinician/service for the patient following care navigation or continuity of care.

3. Missed Appointments

• The practice team will take note of missed appointments. Depending on the type of appointment, a follow-up call may be necessary to reschedule. After 1 missed appointments, the practice team will contact the patient to enquire about the reasons for the missed appointment. This follow-up will help to identify if any improvements or adjustments need to be made to support the patient’s access to healthcare services and an explanation of the process we use for DNAs explained. If the patient DNAs 3 times, they will be written to and advised that they are being de-registered and request a deduction via EMIS web.

4. Appointment Reminders

• Appointment reminders will be sent via the text messaging system to patients 24-48 hours before their appointment is due. This helps to reduce the number of missed appointments and ensures patients are reminded of their scheduled time. The practice team will ensure the system is set up for automatic reminders including the option for patients to cancel appointments via text message.

5. Checking Patient Contact Details

•  To ensure the accuracy of our records and to comply with GDPR, the practice team will verify the patient's contact details during every interaction - whether in person or over the phone. It's good practice to regularly check failed messages to ensure the clinical system is up to date and remove any incorrect numbers or email addresses.  This ensures we can communicate effectively about appointments, test results, and other important matters.
• Practices should obtain consent from patients and carers when gathering contact information for care purposes and the ability to opt out if necessary.

6. Feedback

• For the Practice Team: We encourage the practice team to provide feedback on the appointment booking process to identify areas for improvement. Regular feedback sessions will ensure the system remains efficient for both patients and the team.
• For Patients: A feedback loop will be established for patients to provide their thoughts on the appointment process. This will be regularly reviewed to identify potential improvements that can enhance patient experience and access to services.

7. Patient Responsibilities

• Using Online Services First: Patients should, wherever possible, use the NHS App or the practice online booking service to book all appointments or request repeat prescriptions before calling the surgery (in some instances, this may be through a self-booking link). This helps to keep telephone lines available for urgent queries.
• Updating Personal Information: It is the responsibility of patients to inform the surgery of any changes to their contact details, such as phone numbers, email addresses, or home addresses.
• Cancellation of Appointments: Patients should, when possible, use the NHS App or the practice online booking service to cancel appointments that they can no longer attend or need. This keeps the appointment system up to date and reduces telephone calls.

8. Prescription Requests

Patients are asked to use the NHS App to request and check the status of repeat prescriptions. This service is quick and convenient, allowing patients to manage their medication needs more easily.

9. Urgent Appointments

For urgent matters, patients are encouraged to use the NHS App or our online booking system to schedule same-day appointments. If this is not possible, patients can call the practice at any time during the day. The reception team will assess the urgency of the request and either offer a same-day appointment or direct the patient to the most appropriate care pathway, including pharmacy services where relevant.

10. Conclusion

By adhering to this policy, we aim to ensure that both the practice team and patients benefit from an efficient and responsive appointment system. Utilising the NHS App and other online services will help minimise delays and enhance the overall patient experience.

This policy should be regularly reviewed and updated as and when necessary.

This policy is in line with our commitment to embracing digital health solutions and improving patient access to services, in accordance with national guidelines and best practices for general practice management.