CASTLE PRACTICE MESSAGE FOR OUR PATIENTS REGARDING OUR APPOINTMENTS
OUR APPOINTMENT SYSTEM EXPLAINED
There will no longer be a “book opening date”
All Appointment requests will be assessed by the Doctor or our Nurse Practitioner.
HERE’S HOW IT WORKS
When you request an appointment the receptionist/Patient service advisor will ask you some questions about your symptoms on behalf of the Doctor.
**The Doctor needs as much information as possible to assess your problem! Your request will be dealt with faster if you pass this information on to the Patient service advisor, they are bound by confidentiality and are here to assist you with our services**
The Patient service advisor will then ask you which of the following you require;
An emergency appointment (Today. The issue cannot wait!)
A telephone call with advice or a prescription
A general appointment (Within the next 7-10 working days)
These details (you have given to the Patient Service Advisor) will be reviewed by a GP/Nurse Practitioner and you will either;
Receive a call from reception regarding an emergency appointment.
Receive a call from reception with a general appointment sometime in the near future.
Receive a call from the GP re advice or discussion regarding your symptoms.
PLEASE NOTE – OUR PATIENT SERVICE ADVISORS ARE HERE TO ADVISE YOU OF THE SERVICES PROVIDED BY THE PRACTICE AND THE BEST WAY TO USE THEM. THEY REQUIRE MUCH MORE KNOWLEDGE THAN SIMPLY ANSWERING CALLS AND DIRECTING PATIENTS AT THE FRONT DESK, THEY ARE TRAINED TO PROVIDE AN INVALUABLE ADMINISTRATIVE SUPPORT ROLE TO YOUR DOCTORS AND NURSES AND ARE ABLE TO HELP YOU WITH ALL ASPECTS OF YOUR HEALTHCARE AT THE PRACTICE – THEY ARE HERE TO ASSIST YOU WITH PRACTICE PROCESSES, PLEASE BE KIND, IT CAN BE A VERY BUSY JOB AT TIMES. THEY ARE A PART OF A GREAT TEAM WHO ALL WANT THE BEST FOR YOU AS PATIENT’S AND STRIVE TO PROVIDE THE HIGHEST POSSIBLE CARE
We have introduced this system as a safe way of ensuring that those who require medical care have the best access we can currently provide due to the constraints of the shortage of GP appointments.
The GP appointments will be spread across the normal surgery hours 8.30 am – 5.30 pm.
NEW TELEPHONE AND RECEPTION DESK HOURS
Monday to Friday
8.30 am - 12.30 pm and 1.30 pm - 5.30 pm
Prescription telephone orders; we would encourage patients to use online ordering where possible for your own convenience
Monday to Friday
9.30 am – 11.30 am and 2.00pm – 3.30pm
Telephone queries and other issues
Monday to Friday
8.30 am 12:30 pm and 1:30 pm – 3.30 pm
Should you have a medical emergency outside of these hours contact;
12:30 pm – 1:30 pm; 3.30 pm – 5.30 pm;
Castle Practice - 028 9331 5804
Dalriada Urgent Care - 028 2566 3500
PHARMACY FIRST SCHEME
Sore throats; colds; flu like illness, please click here for Pharmacy First Information
Self Care, please click here for further information
NEW SERVICE FOR PATIENTS
**UPDATE YOUR MOBILE NUMBER AND YOUR EMAIL ADDRESS**
CASTLE PRACTICE TEXTING AND EMAIL SERVICE
Our new service will go live from January 2019
We will at times use TEXTs or E-Mails to contact you regarding routine Appointments or reviews
If you suffer from a long-term condition such as Diabetes, Cardio problems, Asthma, COPD or Hypertensions we may TEXT or E-mail you regarding your review appointment.
If your bloods are monitored on a regular basis we may TEXT or E-Mail you a reminder
We may contact you by TEXT or E-Mail to contact you regarding non urgent results
We will send you reminders regarding booking your annual Flu Vaccine
We will TEXT you if you have DNA (DID NOT ATTEND) please see our DNA Appointment Practice Policy here
All contacts will be made by Reception with patients on the instruction of the GP or Practice Manager
The TEXT/E-Mail system is confidential and will not contain any details of your medical record
You can opt out of our text system if you wish by contacting us
Why not sign up for online prescription orders and help to cut down on phone time (you can do this by clicking on the Online Options section at the bottom of this page)
SEASONAL INFLUENZA VACCINATION PROGRAMME 2018/19
This year there are different Flu Vaccines available to 3 groups of patients as advised by the Public Health Agency (as per Department of Health Guidelines here)
- Children from 2 years old to under 18 years old (see guidelines for specific dates of birth)
- At Risk patients from 6 months old to under 65 years old (see guidelines for specific dates of birth)
- Over 65 years old (see guidelines for specific dates of birth)
- Patients attending for annual COPD; Asthma; Diabetes; Cardiology reviews from October can receive their influenza vaccine at their appointment regardless of age groups (see guidelines for detailed information regarding eligible conditions)
- The Public Health Agency (PHA) have advised that there will be restricted delivery of Influenza vaccine for adults over 65+ and have prioritised those patients 75+ years. Public Health Agency have asked Practices to NOT offer the flu vaccine to patients who are aged 65 to 74 years until November 2018 or until restrictions are lifted.
We are sorry for any inconvenience this may cause and will keep you informed of vaccine availability.
- Priority Group: Vulnerable children and adults with complex medical healthcare needs such as (but not confined to), those attending special schools for severe learning disability and day care centres are particularly vulnerable to influenza infection are invited for vaccination unless P1-P7 as they will be vaccinated in school.
- For children 2 - 4 years (pre-school), appointments can be booked through the appointments at reception
- All pregnant women (at all stages of pregnancy) are invited for vaccination as a priority group. Flu is the most frequent single cause of death in pregnancy. Pertussis vaccine will still be offered from 16 weeks gestation.
- Priority Group: Chronic Neurological Disease patients including children and young people with any chronic neurological disease and includes Multiple Sclerosis and related conditions and hereditary and degenerative diseases of the central nervous system are invited for vaccination.
- Carers: Carers are encouraged to avail of the flu vaccine and this can be facilitated at the time of booking an appointment or at home if caring for a housebound patient.
- All pre-school children aged two years or more on the 1 September 2018 (D.O.B range 02/07/14 – 01/09/16) are invited for vaccination.
- A live attenuated influenza vaccine (Nasal vaccine) will again be available and is strongly recommended as the vaccine of choice for children aged two years up to less than 18 years in clinical risk groups (except those with contraindications)
WONDERING WHY YOU ARE HAVING TO WAIT LONGER FOR ROUTINE APPOINTMENTS???!!
Patients not attending is becoming a chronic problem!
KEEP OR CANCEL YOUR APPOINTMENTS, DO NOT FORGET THEM!!
Over 250!! appointment slots are wasted each month due to patients not attending or cancelling them.
This not only wastes the appointment time on the day, it also clogs up the phones with these 250+ people ringing, to book the appointments, which they then do not attend.
The Castle Practice introduced a “DNA Policy” (Did Not Attend or Does Not Arrive) in 2014. Please read and familiarise yourself with this policy as we have, and will, enforce it.
Castle Practice - D.N.A. Policy
As you can see from the Policy we have numerous options, including texting and online links, to help you cancel your appointment, in adequate time for someone else to use it.
(Site updated 21/01/2019)