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Improving Patient Access -Important Changes at The Grove Medical Group from Wednesday 31st January

The practice has listened to patient concerns about appointment access and we are excited to announce positive changes in relation to how care will be accessed in the future.

Many of you may be aware of the current pressures which are affecting General Practices nationwide. The overall demand for appointments has increased greatly and therefore we need to make changes at our practice to be able to manage this demand.

From Wednesday 31st January 2024 the practice will move to a new triage system where our patients need to initially provide some information to enable them to be triaged correctly.  This will improve the management of patient requests and improve patient access at the surgery.

New Appointment Structure

Our new appointment structure will ensure you’re seen by the right healthcare professional promptly. Your needs are our priority, and this change aims to address your concerns, making healthcare more accessible and tailored to you. 

Please watch the video below which explains how the new triage system will work at our surgery

Our Practice Goals

  • Enable easy and equitable access to our services
  • Provide rapid triage of all medical requests
  • Improve collaborative working between teams within the practice
  • Reduce ‘unseen’ work and ensure manageable workload for all staff
  • Reduced telephone call wait times for patients

What are the core benefits for patients? 👪

Some of the benefits for patients include:

✅ Better continuity of care

✅ Reduced appointment waiting times

✅ Improved access for patients who cannot use technology by reducing call volume

✅ Improved efficiency

Once the new system goes live From Wednesday 31st January. There will be an option on our website homepage where you will be able to submit a new request to contact us via a short online form and the online form will also be available via the NHS App. This request form is then triaged by a clinician, who will then decide upon the appropriate course of action. This could be a face-to-face or phone appointment with a member of our multidisciplinary clinical team, or perhaps redirection to another provider such as a local pharmacist. We appreciate that not everyone may have access to our website. In this case, we will be happy to receive your phone call and a member of our reception team will assist you to complete the form. The request form will be available from 7am Monday to Friday until the Practice has reached capacity. If this is the case, you will be notified and redirected to another service. More details will follow in the coming weeks regarding how to complete the online contact form.

Please note to enable this new triage system to work we need to keep our appointment books clear and we are therefore unable to book routine GP appointments currently after the 31st January whilst we prepare for the new system. We are sorry for the inconvenience this may cause and ask for your patience whilst we move to a better more efficient system. Your support in helping us to deliver the right care, in the right place and at the right time, is greatly appreciated. Please note we expect it to be extra busy when we first go live with this new system.

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