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Urgent Problems During Surgery Hours

If you have an urgent problem during surgery hours call the health centre on 01493 717796 for Acle Surgery or  Reedham Surgery The receptionist will need to take some details about the problem and arrangements will be made for you to be seen by the doctor as soon as possible

Triage doctor

We operate a triage system for patients who need treating on the same day.  Patients who request a same day appointment will be asked by the receptionist to give a brief summary of their symptoms and up to date contact details.  This allows the triage doctor to prioritise calls so that, for example someone reporting severe pain or a sick child will be called first, before someone querying medication.  All our receptionists have signed confidentiality agreements and they are full aware the information you tell them is personal, you do not have to tell them your symptoms, but you should be aware this will make it more difficult for the doctor to prioritise your call.  The triage doctor will aim to call you back within 1 hours and will discuss your problem over the phone.  if a face to face consultation is necessary the doctor will make an appointment for you later in the day or week.  If you need to be called back at a certain time because of work constraints then we will do our utmost to meet this within a 1 hour window. 

Booking Your Appointment

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For telephone appointments please phone 01493 717796 for Acle and Reedham during the reception hours as advised above.

We offer  pre-bookable appointments  with a limited  number  of appointments available with 24 hours. Our aim is to offer routine appointments with a doctor of your choice, if this is not achievable we would then offer an appointment with another doctor. We try to keep to time, but there can be unforeseen emergencies that are beyond our control.

If you are unable to keep your appointment please notify the surgery as soon as possible so it can be offered to someone else.

There is usually only time to deal with one problem during a routine appointment, so if you feel you need more time please inform the receptionist when you make your appointment. We would also stress that one appointment is for one person.

We will always endeavour to let you book an appointment with the doctor of your choice at a time that suits you best. This is obviously not always possible especially at times of high demand, usually around the holiday periods, after weekends or bank holidays. We are constantly reviewing the appointment system to offer a range of availability.

Children under 16 years old should ideally be accompanied by an adult. If more than one member of your family wants to see the doctor, please make a separate appointment for each of them.

Checking in for your Appointment

To save waiting we have installed a self check-in system where you are able to let the doctor or nurse know you have arrived by entering your date of birth and gender, then confirming your personal details. The system will display where to wait. Alternatively, please report to the receptionist and she will book you in.

Cancelling Your Appointment

If you have booked an appointment it is really important to let us know as soon as possible if you need to cancel it.

Methods for cancelling your appointment are:

  1. By Telephone: Please call us on 01493 717796 for Acle Surgery or Reedham Surgery and advise the receptionist. (If the surgery is closed you can leave a message which will be picked up when the surgery re-opens.)
  2. In Person: Call into the surgery and advise the receptionist.

Why is it important to tell us you want to cancel your appointment?

Every month valuable consulting time is wasted due to patients failing to cancel their appointment. By telling us in good time that you cannot keep an appointment, we can offer your appointment to someone else. This helps us to reduce waiting times and means everyone can be seen sooner.

Transport

Hospital transport may be available for patients under the NHS unable to use public transport or find another means to attend. The number to call is 0845 8500774 (Mon- Fri 08.00 - 18.30, Sat 08.00 - 12.00).

Teaching

At times we are a Training practice and have GP Registrars working with us. The Registrar is a fully qualified doctor who is gaining experience of general practice for a period of 6 months. Medical and nursing students also join the practice for short periods. If a student is working with your doctor or nurse on the day of an appointment, you will be advised and have the right to object to their presence if you so wish. The Registrar will on occasion be making video recordings of patient consultations. Under no circumstances will a recording be made without the patient’s consent. Intimate physical examinations will not be recorded. If you require any more information please see the receptionist who will advise

 
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