Improving how you contact Silverdale from Monday 02 September

From Monday 02 September 2024, you should contact the practice using our online GP system if you want to, where you will be asked to fill in a short form.

We’re encouraging all patients to contact us this way so you can:

• Skip the phone queue and the frustration of having to call the surgery at 8am to get an appointment
• Tell our clinical team directly in your own words about your medical problem and what you need on a short online form
• Ask about an issue you need help with, without feeling rushed, flustered or uncomfortable on a short call.

Fewer patients phoning Silverdale Medical Practice means our admin team can help patients who cannot use or access the internet.

Patients who do not want to go online or do this themselves will still be able to call the surgery, and we can help fill in the online form with you over the phone.

This change aims to improve our patients’ experience when contacting us and ensure everyone receives timely care in line with new NHS contract requirements.

Starting Monday 02 September 2024, you should contact us using our online GP system, Accurx (available through our website), for anything you need, including appointments, if you choose to.

• When you contact us, please take the time to provide as much information as possible to help us decide who you should see and when more quickly.
• You can also let us know if you would prefer to see the same clinician for an ongoing problem (known as continuity of care), have a face-to-face or telephone appointment and whether you have any communication or language needs. We’ll always do our best to accommodate your requests and discuss alternatives if we can’t.
• We aim to respond to urgent requests within six hours and all requests within 48 hours when we are open.
• Online requests received after 11am may not be dealt with until the following working day.
• Please make sure you are available to come into the surgery in person if you need an urgent appointment.

For patients who still want to call the surgery, our admin team will complete the online form with you over the phone. You will need to give a detailed account of your symptoms to help our clinical team decide who you should see and when.

This is the same online form patients can fill in themselves available here.

All medical and appointment requests go directly to our clinical team to assess and respond to. They will use the information you give to choose the most suitable doctor, nurse, health professional or service to help you. This may include:

• An evening or weekend appointment at a neighbouring GP practice
• An appointment with a physiotherapist or pharmacist here at the practice
• A referral to the minor ailments programme at your local pharmacy
• Self-help and advice in case your symptoms worsen.

Repeat prescriptions and queries about test results, sick (fit) notes or anything admin-related are directed to the right team in the surgery to handle and respond to.

We aim to respond to urgent requests within six hours and all requests within 48 hours when we are open.

From Monday 02 September, our team will continually check all requests received throughout the day to ensure we are helping patients right when they need us.

• We aim to respond to urgent requests within six hours and all requests within 48 hours when we are open.
• Requests received after 11am may not be dealt with until the following working day.
• Give as much information as you can on your form. If you don’t, our clinical team might ask you for more details before they can help or offer you an appointment.

If your condition gets worse while you are waiting

Please call the surgery on 0161 983 0940 or use 111 if we are closed.

Absolutely not! These changes ensure that each patient’s needs are met in a fairer, more timely manner regardless of how or when they contact us.

• It’s fairer for patients who work shifts or need to leave the house for work at 8am. You can contact us online whenever we’re open so you don’t have to ring at 8am and sit in a queue.
• It’s fairer for patients who feel uncomfortable calling and telling the receptionist what it’s about. You can contact us online with your medical query so it goes directly to the clinical team.
• It’s fairer for patients who just need a routine or follow-up appointment. You can contact us online and also tell us if you’d prefer a specific doctor, nurse or health professional to respond (which we’ll do if they’re available).

Patients without internet access can still call the surgery so our team can help complete the online form on their behalf.

More people using the online form means our call waiting times will be much less for those who need to call us.