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Appointments

diary_appointmentPlease call 020 7793 3100 during opening hours and speak to reception.  If you wish, you can book in person by coming to the surgery or book online if you have registered to do so.

Appointments are available for morning and evening surgeries. We now provide early morning and early evening appointments to cater for those of our patients who are unable to attend during the day due to work commitments.  We aim to provide you with an appointment within 48 hours however this may be longer if you wish to see a specific GP as they may not be working every day of the week. We have both male and female GPs at the surgery and you may request which doctor you would like to see even if they are not your usual GP. If you feel you need to see a GP urgently and we do not have capacity we can offer you an appointment at one of the four GP hubs across Lambeth.For more information on the Lambeth GP Hubs click here.

Please note, each appointment lasts 10 minutes and is for one person only.  If you have multiple problems or think that you will need longer than this then please let the reception staff know when you book your appointment and we will try to accommodate you. The GP will be unable to spend more than 10 minutes with you if he/she has a patient booked immediately after you.

Cancellations

If you cannot attend an appointment for any reason please inform us as soon as possible in order for us to give the slot to someone else. This is very important as the level of occurences where people fail to inform us is incredibly high.

WHAT HAPPENS WHEN PATIENTS DNA – DO NOT ARRIVE

They MISS AN APPOINTMENT

Background

Most of our Patients know it can sometimes be difficult to get a routine appointment with a GP or Nurse. In the course of events where demand is unpredictable, that cannot easily be remedied.

One thing that makes this more difficult to overcome is the problem of missed routine appointments – DNAs.

Where Patients have been declined routine appointments because the consultations are fully booked, it is at best disappointing when one of those booked appointments does not turn up and has not contacted the Practice to cancel the appointment so that it can be released for others or telephones so late as to make it impossible to allocate to another Patient.

In January 2017, there were 118 such DNAs - with either GPs or Nurses and, in some cases, double appointments. This is the equivalent of 1.5 days of missed clinical appointments.

The cost in time and money is a burden to the National Health Service generally and the Practice in particular cannot sustain this.

Remember that your DNA is other Patient’s denied appointment. Below are last months figures broken down by the time a patient booked an appointment to when they actually saw the GP. 

DNA Figures for January 2017

January 2018

 Index = Booking time to Appointment Time

DNA Policy

A DNA occurs when an appointment is not attended and the Patient has not contacted the Practice in advance to cancel it or where the cancellation is so late as to make it impossible to allocate that time to another Patient who needs treatment.

The Practice will code this DNA and this will prompt a retrospective check on the number of DNAs recorded against that person. Whilst we are primarily concerned with our own appointment observance, consideration may also be given to any hospital appointments where we have been notified that a Patient has failed to attend. A re-referral on the part of the GP (more GP time) will often be required by the hospital department so that the Patient can be recalled.

 

First DNA

Where this is the first occasion, a code will be added to the Patient’s medical record and the DNA counted in a daily search. A SMS text message will be sent to that patients mobile phone informing them of the fact and that should it occur a second time then they will receive a “Removal Notice”. Should the patient not possess a mobile phone then a written letter will be sent to the patient with exactly the same details as the SMS text message.

 

Second DNA

Where this is the second occasion, the Patient will be issued with a “Removal Notice” letter detailing that they have now missed two appointments within a twelve month period and that they have 30 days to find a new GP practice. Once the 30 days have expired and the patient has not yet found a new practice we will automatically remove them.

The “Removal Notice” letter sets out the opportunity to appeal against the decision and this will be considered by the practice. If it is decided to keep the patient on they will be asked to sign a contract stating that they will not DNA any further appointments for the forthcoming twelve months and that should this occur then they will be removed from our list (giving 30 days notice).

 

 HOW TO AVOID BECOMING A DNA

If you cannot attend or no longer need an appointment, please ring us in advance.

Mistakes do happen and the Practice understands that appointments can be forgotten about or overlooked. In such cases, the Practice will take into account the reason given by Patients.

Preference, of course, is for the Practice to know in advance so we can offer the appointment(s) to other Patients in need.

 

SHOULD YOU NEED TO CANCEL, HERE’S HOW:-

 

A         By telephone – 020 7793 3100

 

B         By text – Simply reply to the SMS text reminder you received with the word CANCEL

 

C         On-Line – Providing you are registered for on-line access you can cancel your appointments through this facility

 

 

What We As A Practice Are To Doing To Reduce DNAs

We are reminding the general public what our policy is and we feel that it is important to enforce it robustly.

 

We regularly review our emergency appointments and routine appointments availability. Here is what we will endeavour to do to help you not become a DNA:-

  • We will always print appointment details for Patients who make an appointment face to face at our reception desk. Our appointment slips contain our telephone number should Patients need to cancel (even at short notice).

  • If you make an appointment over the telephone, we would suggest that Patients’ record/document the date and time in a way that can be easily accessed – in a diary, on a calendar or for the more technically minded on a mobile phone. Our staff are trained to repeat all appointment details and clarify understanding with Patients at the time of making the appointment.
  • Please be aware that the system relies on us having your correct mobile phone number so please keep us informed of any changes

 

KEEP IT OR CANCEL IT!

 

SOMEONE ELSE NEEDS THE APPOINTMENT!

 

To help us improve the system and make available 118 appointments this month for Patients to book routinely, please adhere to our Practice Policy.

The two strikes policy was decided upon as our DNA rates have increased dramatically and has been given the full backing of our Patient Participation Group.

Emergency Appointments

These are for very unwell patients who need to be seen before an appointment is available. Please inform the receptionists and they will try to accommodate you. Emergencies will always be seen but please be aware that you will need to wait to see the next available GP and patients with booked appointments who arrive on time will take priority. Emergency appointments are not for long-term, non-urgent problems, certificates or signing forms.

Telephone Consultations

 If you would just like some advice or feel you need to speak a doctor urgently we do offer telephone consultations. Telephone Consultations are always for the same day.

Late Arrival

If you arrive 10 minutes or more after your appointment time then you will be asked to re-book as the GP will be unable to see you.

Translation Services

If you need an interpreter then please speak to reception when booking your appointment as the translator will also need to be booked. Please be aware that because of this, your waiting time for an appointment may be longer than 48 hours.

Chaperones  

Chaperones are available on request during consultations. A chaperone is a person whose role is to witness a patient and medical practitioner and to safeguard both parties during an intimate examination.  We have both male and female GPs but if you require a chaperone during your consultation then please do not hesitate to ask reception staff or the clinical staff.

 
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