How do I?
- Appointments primarily are booked by telephone. There are a limited number of appointments available to pre-book. These should not be used to address acute medical problems as there tends to be a very long wait for them.
- We operate predominantly a ‘Book on the Day’ system. Some appointments will be available for our Care navigators to offer, but most appointments will be offered if necessary by the Duty Doctor. The more information you can give to the Care Navigators the more efficiently and quickly the appointments can be offered or the problem can be dealt with. Where a face to face appointment is required we will endeavour to get you seen on that same day and we will contact you back from the practice to offer an appointment, or the Duty Doctor will call you back to discuss the issue further to see if an appointment is needed or if it could be resolved over the telephone.
- Calls to the house should only be requested if you are genuinely not well enough to come to the surgery. Please note that the practices cannot be responsible for transportation issues and we will expect that every effort is made if you are at all able to come to the surgery to be seen, even if this is by public transport, taxi or getting a lift with a friend.
- If you are genuinely housebound and unable to leave the house through being Infirm or ill then you are able to request that an appointment as a housecall. Our Care Navigators will take your details and pass the information on to our Duty Doctor for the day who will either telephone you directly to discuss this in more detail. It may be that after discussion there is a member of the team more useful than a GP to come and see you and this can be arranged, or it may be that the issue can be resolved over the telephone without the need for a house call.
- Requests for a home visit should be made before 10.30am – unless it is urgent.
The government has carried about its own searches on groups of people that they consider to be the most vulnerable from the effects potentially of COVID-19. This list is incomplete and known to be and your GPs, the Welsh Government and the Health Boards are working to try and find a solution to this. Currently the advice from government is that if you are in this vulnerable group and believe you should have received a shielding letter, then to contact your GP surgery for one. However while we are able to provide a letter, in some cases we have found that this letter is not always considered valid.
If you are one of these individuals and you have not received a letter please contact the surgery and we will be happy to provide the letter we have put together for you providing that you meet the government recommendations. The easiest and quickest way to do this is through the new e-Consult feature on our website, and we can send you a text message then when it is complete, or call you if we need further clarity.
In addition if you are shielding for the full recommended 12 week period the following links may be of benefit to you and you can access them directly:
- Rhondda Cynon Taf CBC is running a support scheme for those that are shielding or self-isolating. It can be used for shopping and prescription deliveries. Register for this by contacting 01443 425020 or online at: https://forms.rctcbc.gov.uk/en/Web/coronavirusvulnerableperson/ContactDetails.
- Interlink RCT are also providing support for shielded or vulnerable residents. Support ranges from shopping, collection of prescriptions or befriending support for those struggling with loneliness and isolation. Interlink can be contacted on 01443 846200 and offer a wide range of services on their webpage at: http://www.interlinkrct.org.uk/2020/04/interlink-covid-19-update-2-april-2020-interlink-help-is-out-there-for-individuals/
Use our online eConsult to see if we can help you? It’s a very convenient way for you to request a consultation for a range of things that can often be sorted out over the telephone. We will respond to your eConsult requests by the end of the next working day, but usually on the same day. We will either make an appointment for you to be seen, speak to you on the telephone or contact you by text message.
eConsult is great for requesting sick notes and for a range of common medical problems. It allows you to upload photographs of ailments like rashes, sore throat and eye problems for the medical teem to assess and take a look at.
- We are open from 8:00am until 6:30pm Monday to Friday day. If you are ringing for an appointment outside these times, then by telephoning the main practice telephone number.
- Aberdare number is 0300 123 50 60
- Cardiff number is 02920 56 1808
- The Out of hours Service operates from 6:30pm – 8:am Monday to Friday, Bank holidays and Weekends. There will always be access to talk to a doctor through the out of hours service if it’s needed.
- Patients should tick the items they want on the right hand repeat side of the prescription and hand or post it to the surgery. This will be processed within 3 working days (72 hrs).There are a number of options available to make ordering repeat prescriptions as straightforward as possible
- Pharmacy Collection – One of the easiest methods to deal with your repeat prescription is for you to ask a local pharmacy to collect on your behalf. If you would like to arrange for a local Pharmacy to pick up and / or deliver your prescription you should ask them to register for this service. This will save you time as you will no longer have to call to the surgery to drop off and collect your prescription. The Pharmacy will also manage your prescription requests to help alleviate wastage.
- By Post – send either the green repeat form (which is attached to your previous prescription) clearly marking which items you require to the surgery address.
- By hand – send either the green repeat form (which is attached to your previous prescription) clearly marking which items you require and place in the white box on the wall in the reception porch area.
- Online – A new facility called My Health online will allow you to request your repeat medication online. If you would like to access this service, you will need to come to the surgery with 2 forms of identification and complete an application form. A member of staff will then complete the registration on our system. This generates a registration letter which you need to keep. This contains all the relevant codes and passwords to enable you to access the link on our website, called My Health Online.
- We favour a ‘telephone first’ approach. You are more than welcome to telephone the practice for advice and one of the healthcare professionals will contact you back that day to discuss your issues and help where we can.
- Our clinicians will ring patients back by clinical need, please give our care navigators as much information as possible to allow the GPs/ANPs to make an informed decision on the patient need for the telephone triage list.
- No specific times for the call back can be given due to the very high demand on services at the practice.
- If you wish to register at one of our practices you should register in person at the reception desk.
- In order to apply you must agree to accept the rules laid down in the practice charter and will be required to complete a formal registration form for yourself and if registering other family members, for each member of the family.
- Please indicate if you are a veteran or carer.
- It is your responsibility to contact the surgery to obtain the results of your tests we do not routinely telephone patients regarding these unless doctors request this. Because of patient confidentiality they will only be given to you the patient and no one else. Please be aware that all results may not arrive at the surgery at the same time so you may be asked to contact us again after a few days. You will be informed of this when your tests are being done.
- Blood tests, bacteriological tests etc. are looked at by the doctor when they come back from the laboratory and a comment is put on the computer. It is this comment, which the receptionist is allowed to give to the patient. The receptionist must be certain they are speaking to the person who had the test taken and is instructed to pass only the comment to the patient. This may involve informing the patient that a prescription will be available at the desk. Please remember that our reception staff can only give the information that has been written by the doctor. If you wish to discuss it further you will need to request to speak with a doctor or a nurse to be able to do this.
- Raising your concern
- Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first.
- Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, giving as much detail as you can, as this helps us to establish what happened more easily. In any event, this should be:
- Within 12 months of the incident,
- or within 12 months of you becoming aware of the matter
- Please ask to speak with the Senior Receptionist in the first instance who will try to solve your problem. If they cannot help then they will pass your details on to the Practice Manager who will call you back on the same day.
If you wish to contact the practice manager by email please use firstname.lastname@example.org
These documents are available to help you
- Practice Complaints Policy
- NHS Wales Putting things right
We hope that the details outlined above will provide you with an option that suits you.
If you would like to discuss this further please contact the practice by telephone to discuss it with one of our care navigators, or our Practice Manager Mrs Katrina Williams.
If you would like to register for My Health Online please visit https://www.myhealthonline-inps.wales.nhs.uk/mhol/ for more information.