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URGENT SAME DAY APPOINTMENTS

ALL MEDICALLY URGENT SAME DAY APPOINTMENTS & HOME VISIT REQUESTS WILL REQUIRE TELEPHONE TRIAGE BY ONE OF OUR GPs

 

IF AN URGENT APPOINTMENT IS NEEDED, BY PROVIDING THE RECEPTIONIST WITH A CLEAR INDICATION OF YOUR HEALTH PROBLEM YOU CAN BE APPROPRIATELY PRIORITISED FOR A TELEPHONE CALL FROM OUR DUTY GP THE DUTY DOCTOR WILL TRIAGE YOUR MEDICAL NEEDS AND URGENCY, DECIDING WITH YOU APPROPRIATE TREATMENT GOING FORWARD

 

AS ALWAYS ROUTINE APPOINTMENTS ARE AVAILABLE ONLINE OR VIA THE MALTHOUSE SURGERY RECEPTIONISTS BY PHONE OR AT THE RECEPTION DESK

 

MINOR AILMENTS – SELF CARE

 

IF ADULTS HAVE HAD SYMPTOMS FOR LESS THAN 24 HOURS, MINOR AILMENTS SUCH AS GASTRO PROBLEMS, SICKNESS, COMMON COLD, SORE THROAT, HEADACHE, FLU, CYSTITIS, HANGOVER, GRAZED KNEE ETC. ARE BEST DEALT WITH BY SELF CARE USING MEDICINES FROM THE PHARMACY

E-CONSULTATION SERVICE

 

OUR REGISTERED PATIENTS CAN REQUEST TREATMENT AND ADVICE FROM OUR DOCTORS ONLINE.  WHEN YOU SEND YOUR E MAIL, YOU WILL RECIEVE AN INITIAL REPLY INDICATING WHEN YOUR E MAIL WIL BE SEEN BY THE GP.  TO CONSULT YOUR GP SEND AN E-MAIL TO edoctor.malthouse@nhs.net AND GIVE AN INDICATION OF YOUR SPECIFIC CONDITION OR ASK FOR GENERAL ADVICE. ALSO USE THIS METHOD TO AVOID AN APPOINTMENT WHEN SEEKING, REFERRAL UPDATES, MEDICAL REPORTS..  REMEMBER YOU CAN ALSO SELF CARE USING COACH (my-coach.org.uk) AND REGISTER WITH US TO USE ONLINE SERVICES TO ORDER REPEAT PRESCRIPTIONS, BOOK APPOINTMENTS AND VIEW YOUR MEDICAL RECORD.

If you feel unwell, unsure, confused or need help - Call NHS 111

NHS Minor Injury Unit, open 7 days

Abingdon MIU, Abingdon Hospital

Marcham Road. 10.00-22.30hrs

01865 425161

Receptionist

RECEPTIONISTS

The Malthouse Surgery is aware of the impact Social Media has had on the ability of people to provide an instant opinion easily to a wide audience locally. We regularly see comments made by our patients on various social media forums, however, we receive feedback from a whole range of sources during the year. These include individual thank you letters or complaints and results from large surveys involving hundreds of our patients who have used our services. We listen to all feedback and where constructive look constantly to improve the service we provide. The receptionist’s role is a tough one because it’s virtually impossible to please all of the people all of the time, however, we know from the feedback we receive they are providing a good service.

The receptionists do not have a magic button to deliver what is not available no matter how frustrating this may be to you, believe me it is usually just as frustrating to the receptionists. The receptionists at the Malthouse deal with over 100,000 telephone calls each year and we have 2,000 to 3,000 patients passing through the Surgery each week. As in all walks of life the more courteous you are, the friendlier receptionists will be but it’s fact that they have to deal with some patients who do not always act in a reasonable manner. The practice fully supports the NHS Zero Tolerance and we ask you to treat receptionists courteously and act reasonably. When people are rude we do encourage a less combative approach from our staff and provide receptionist training to help with this, staff also have regular performance reviews.

There is a wide variety of appointment types available and different clinicians at the Malthouse. When you make an appointment by telephone you will be asked by the receptionist to give a brief idea of the reason for the consultation. This is to ensure that you are seen as soon as you need to be by the correct clinician who is ready and able to help you. It may be if you have a “minor illness” our nurse Practitioner will be able to deal with you, if it is a medication issue perhaps our Clinical Pharmacist can help, if it is a muscular skeletal problem our Physiotherapist could be the right person to see or perhaps it could be our Care Navigator, signposting you to available support services, all saving a doctor’s appointment for someone who needs their particular skills.   If you don’t wish to disclose the reason for your requested visit you are not obliged to but please don’t insist on an appointment “that day” if the need isn’t urgent.

In conclusion you could be forgiven when reading a dozen reviews on social media or blogs that the service provided by the Malthouse receptionists is not good. We accept we will never be as good as we can be (no one should ever accept they cannot improve) and continue to work with the staff daily to improve performance, however, in the context of the over 200,000 contacts a year our reception staff have with patients the really good feedback we get far outweighs the negative and this is something we can all feel positive about.



 
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