DOCTORS at Liphook Village Surgery are introducing a new service called Direct to your Doctor from next month.

By introducing direct access to a doctor, the surgery claims, it will be able to effectively prioritise urgent care and, at the same time, manage routine care of patients more effectively.

Key points about the new service are there will be no need to telephone the surgery at 8am. Patients can call at a time that suits them and request that their GP returns the call to discuss medical care, whether it be an urgent or routine matter.

If patients have any particular time constraints to receive a call back, they can give that information to the receptionist when they call.

A member of the reception team may ask for an indication of why patients are requesting a call to aid the GP.

The Village Surgery claims the patient’s GP will return the telephone call the same day and will discuss the patient’s care and – where necessary – book an appointment with the most appropriate clinician and at a time as convenient to the patient as possible.

The surgery also promises if urgent care is needed on the same day and the patient’s regular GP is not on duty, another will call back.

If the patient’s GP wants to follow up on care, he or she will arrange times during the phone call.

Practice manager Jane May was keen to point out the benefits of the new system this week.

She said patients will have better acute access to their GP or to the rapid access nurse-led team for those who need medical attention that day. Patients that need care more quickly can also be seen more quickly.

In addition, she said, patients will have better access to GPs and nurses for ongoing care by unblocking problems arising from overwhelming demand for appointments.

She claims other benefits include better patient care and better patient outcomes through more swift attention, improved patient satisfaction and more efficient use of everyone’s time.

Mrs May was quick to point out ‘Direct to your Doctor’ was not about preventing patients from seeing their doctor – but about putting patients directly in touch with them at the first possible opportunity – in order to deal with their clinical needs in the most effective way, and according to clinical priority.

Mrs May told The Herald “This is why it is always helpful if you are able to give some information to the receptionist – they capture that information for the GP to aid the doctor providing appropriate, timely care for all patients.

“With Direct to your Doctor, you get to speak with the doctor on the day you telephone the practice, rather than having to wait possibly a number of weeks to see your doctor face to face.

“You therefore have the reassurance of speaking with a clinician the same day you phone the practice.”

She also stressed the new way of providing care was not about doing diagnosis over the phone and would not put the patient “at risk” in any way.

She added: “Your doctor may offer you advice, adjust your medication on the basis of a telephone consultation, or offer you a prescription following discussion of your symptoms. However, your doctor will only do this where it is clinically safe to do so, based on the symptoms or condition you have – and with the benefit of full access to your clinical notes and medical history.

“There may be a small number of patients who cannot cope with the telephone and your GP will make special arrangements for you.”

The surgery points out the ‘Direct to your Doctor’ initiative is about dealing with the patient’s healthcare needs more quickly, effectively and delivering a higher standard of patient care.

By using ‘Direct to your Doctor’, GPs can ensure patients who need to be seen more quickly will be when it is introduced in April.

GPs can also speed up the care pathway for any patient requiring tests prior to a face-to-face appointment, for those requiring review of medication or a pre-existing condition or for those with a straightforward diagnosis for which a prescription can be raised following a telephone consultation.

For urgent care, patients should call reception, where possible giving an indication of symptoms or why a call is requested, and book a telephone call with their GP, who may be able to help over the phone or may ask the patient to come in to see them or the surgery’s rapid access nurse. 

Alternatively, patients may be directed by the reception team to speak with the nursing team for minor illnesses, such as sore throats, bumps and rashes, to ensure effective care as rapidly as possible for all patients. 

For routine care patients should call reception and book a telephone call that day with their GP to discuss a plan, which may involve a follow-up appointment with the GP or a member of the nursing team.

Patients can still book an appointment to speak to a GP via www.patient.co.uk and the Village Surgery anticipate most patients, once they get used to the new system, will find it more responsive to their needs.

Commuter clinics in the evenings will still be run for patients who cannot make appointments or telephone calls during the normal working day and in addition, commuters will be able to access routine appointments on a Saturday morning or early morning at the Swan Surgery, in Petersfield.

There are three commuter clinics each week running between 6.30am and 7.30pm for patients who find it difficult to access services in the day.

For patients who are so unwell they are unable to come to the surgery, or if they are housebound, a doctor will make a home visit.

The patient should call the surgery as early in the day as possible, and make it clear they are requesting a home visit, which are usually carried out between morning and afternoon surgery times.

Rapid access nurse clinics are designed for patients requiring urgent medical care on the day. They will be called by the nurse or a doctor and an appropriate management plan agreed using the rapid access clinic – it may involve telephone advice or an appointment with the nurse.

Practice nurse clinics can be booked up to 12 weeks in advance with appointments for baby and travel immunisations, complex wound care and other nursing needs.

Healthcare assistant clinics can also be booked up to 12 weeks in advance which cover phlebotomy (blood test) services, simple wound care, clip removal, ECGs, ear syringing and blood pressure monitoring.

For more details, visit liphookvillage surgery.co.uk or pick up a patient information leaflet from reception.