As we did for the 5 years before COVID, for GP appointments we run telephone triage on the day for more urgent care. If a routine issue we request patients book online, call the surgery or book at the reception desk an initial telephone consultation, when it will be decided if a face to face appointment is required. For blood tests or chronic disease checks nurse appointments can be booked with receptionists by phone or in person when you have been invited.
If registered, booking a routine appointment, ordering of repeat prescriptions, viewing test results, immunisation history, medical problems and recorded allergies can now be accessed using EMIS online services: Access online services using the above link.
Please note we have switched off e-consult due to the number of patients not using the system as directed or in the appropriate manner it was designed to be used.
Unfortunately, the unfettered nature of the e-consult system and easy access meant we were being swamped and could not possibly deal with all the e-consults we received. 3000 persons a month were accessing the system, with an average 70+ each day needing GP input (equivalent to 4+ GP sessions each day) before we tackled the remainder of the day job. Malthouse Surgery patients’ satisfaction with the system is rated at only 38% and across the County a survey conducted by Healthwatch suggested the e-consult system was unwieldy and unresponsive and as a consequence Oxfordshire CCG are reviewing e-consult systems.
This will be disappointing for those who use e-consult appropriately and as instructed, however, at this time they were distracting disproportionately from the rest of the Surgeries work, which includes having over 100,000 contacts with patients over the past year, around 100 appointments available with our GPs each day for urgent on the day matters, each week we answer nearly 2000 telephone calls with the average wait time 4 minutes before being answered (obviously certain times are busier than others), while over 1000 patients manage to have contact with a clinician each week, including 100s of F2F appointments.
Be aware all our reception/admin team have received active signposting training for a system of ‘triage‘, carried out at the first point of contact with the GP Practice by non-clinical staff under direction of the clinical team. There are numerous drivers for this patient-centred approach by the NHS and outcomes will include a more streamlined GP workload, improving efficiencies in terms of access to services and patient satisfaction. It will achieve this by releasing valuable GP time and resources. Staff will actively manage requests for GP appointments and safely redirect inappropriate GP consultations to the most appropriate care provider. After this training staff are confident in advising and referring patients to care providers who work either within the practice team or to external care providers.
Unless you have an urgent need for the day please phone in after 10:00am for a routine GP or nurse team appointment.
If you feel your problem is medically urgent, you will be fitted into the Duty Doctor surgery for a telephone triage call. Please note if you consider an appointment as urgent you will be expected to accept the appointment time offered.
Please phone before 9.00am if urgent and needed that morning and between 1pm and 2.00pm, if urgent and needed that afternoon.
Please phone 01235 468860 to make your appointment.
You will be asked to give our receptionists an indication of your problem to ensure you are directed to the right healthcare professional. It might be more appropriate for you to see or speak to a GP with special skills instead of your usual GP, the Practice Nurse, our physiotherapist, our Clinical Pharmacist or another service. The reception team are trained to sign post you to the correct clinician, however, you may decline if you do not wish to provide such information but this could delay you being dealt with by the right healthcare professional. Occasionally, female patients may prefer to see a female doctor and male patients a male doctor. Please inform the receptionist if this is your wish.
Though we work as a group practice you will be assigned to one of our doctors whom you will see for routine appointments if they are available at a time that meets your needs, otherwise an appointment can be made with another GP to better match your availability. We believe that continuity of care through your own doctor is very important.
The Surgery is open from 8am to 6.30pm weekdays and GPs are available at various times during the day for routine appointments.
We have Duty Doctor GPs available daily for urgent on the day cover.
Please phone 01235 468860 after 10.00am to make a nurse’s appointment. Clinics are available 8.00am - 1.00pm and 2.00 - 6.00pm.