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Corona virus update

12/03/2020

Due to the corona virus outbreak and following the guidence from NHS England we may need to change the way patients can access the GP services at Holly Tree Surgery.

Please review our website regularly to check on the lastest updates and changes to the service availabilty and access.

Due to the Corona Virus outbreak

Coronavirus and Changes to our Walk-in Service 

Due to the current significant increase in demand for NHS services as a result of the Coronavirus (Covid-19), we have developed the following strategy to protect our patients, our staff and the services we offer. 

The Surgery will be changing how you access GP and Nurse support from Tuesday 17th March 2020 until the situation changes. There will be no Walk-in service or Sit and Wait

Please do not turn up at the surgery as you will be asked to go home and phone us.

These measures have been put in place to limit the spread of this virus

If you or your child has a fever, cough or breathlessness please visit the NHS 111 website: 

https://111.nhs.uk/covid-19 

If you do not have access to the internet, please call 111.

If you do not have the above symptoms and think you need to see a GP please telephone the surgery between 8:00 and 10:00am and 15:00 and 16:30. You will need to give a brief description of your symptoms to the receptionist to assist the GP when calling you back. 

The telephone lines will be busy and we will answer the calls as quickly as we can, so please be patient with us. The response from a GP may not be immediate but a GP will get back to you during the course of the day so we need a number that we can call you back on. 

If the GP needs to see you because they cannot deal with your problems over the telephone you will be offered an appoint with a GP. 

Updates will be posted on our website: www.hollytreesurgery.com 

Dispensary 

The dispensary will be open as usual [8:30 am to 12:30 pm and 2:00 pm to 6:15pm Monday to Friday]. Please do not phone the dispensary as the lines will be busy dealing with the triaging of patients. There has been a noticeable increase in early requests for prescriptions which is adding pressure and causing a back log, so your repeats may take longer than 3 working days to process. 

In the unlikely event that the Dispensary has to close due to the Corona Virus repeat medication will be electronically sent to one of the local chemists and you will be informed accordingly.

Practice Nurses

In a number of cases it might be worth considering an appointment with a practice nurse rather than a doctor. Practice nurses are qualified to deal with many ailments and you may be seen more quickly. Consultations with our nurses are by appointment and arranged via reception. Slots are available most weekday mornings, afternoons and some evenings up to 18:00.

Telephone Advice

If you feel your problem could be managed by telephone please call reception around 11:00 on 01252 793183.

If your doctor is busy the receptionist will pass the message on and your doctor will call you back later.

Online Appointment System

Book an appointment with our healthcare assistant online.

The following appointment types can now be booked online:

  • Routine blood testswhich have been requested by your doctor
  • Blood Pressure Checks
  • Ear wash outs. Please note you will need to have been administering olive oil drops into your ears for at least a week before your appointment date.  Please indicate whether it is one or both ears that need syringing.

You will need to bring ID with you when you attend your appointment to complete the registration.  Alternatively bring ID to the surgery and ask for a registration letter.  This will also allow you to order repeat prescriptions online.  If you are already registered to order repeat prescriptions online then you will automatically have access to online appointment booking.

Not Registered for Online Services?

Home Visits

Whilst we encourage our patients to come to the surgery, we do appreciate this is not always possible.

You may only request a home visit if you are housebound or are too ill to visit the practice. Your GP will only visit you at home if they think that your medical condition requires it and will also decide how urgently a visit is needed. Please bear this in mind and be prepared to provide suitable details to enable the doctor to schedule house calls.

If possible please try to telephone reception before 10:00 am if you require a home visit.

A doctor or nurse may phone you back as it may be that your problem can be dealt with by telephone advice, or that it would be more appropriate to send a nurse, community paramedic or indeed arrange a hospital attendance

House visits are only available for patients who are housebound because of illness or disability

Please remember that several patients can be seen in the practice in the time that it takes to make one home visit. There are also better facilities for examining and treating patients at the surgery.

Cancellations & Reminders

Cancel an Appointment

It is important that you inform the reception staff if you are unable to attend your appointment, this will allow that appointment to be offered to another patient. If you fail to notify the Practice that you are unable to attend, you will be sent a letter informing you that you have defaulted from your appointment. Persistent defaulters maybe removed from the list.

You can also complete our appointment cancellation notification request form. This can only be used if your appointment has been arranged for more than 24 hours in advance. (excluding weekends and public holidays). You can also text to cancel your appointment.

Late For Your Appointment

Please attend your appointment on time, if you are late you may not be seen. If you are not seen you will not be able to rearrange your appointment until the next working day-except in the event of an medical emergency that requires immediate attention.

Interpreter

If you require an interpreter to attend with you when you see your Doctor please notify the receptionist and she will arrange this for you.

Text Reminder Service

We have a texting service which allows you to receive confirmation and reminders about your appointments.

To have this service you will need to register by completing a consent form.

Please remember to update your contact details with us when you change address, telephone numbers and email address.

Extended Access

The five Farnham practices continue to work together and will be offering routine appointments to their registered patients through NHS England’s new Patient Improved Access.

Routine GP appointments are now available on some Saturday mornings in Farnham and every Sunday morning at Frimley Park Hospital.

Routine GP, Practice Nurse and Healthcare Assistant appointments will be available on our allocated week day evenings and Saturday mornings in Farnham. Please call the Holly Tree Surgery reception team to book these appointments in advance. This service is not for 'on the day appointments' and it is not a 'sit and wait' service. The appointment will take place at the Farnham Integrated Care Centre based in Farnham Centre for Health.

The Sunday morning appointments at Frimley are for Patients to be able to book routine GP appointments on a Sunday morning through their home practice. These appointments will take place at Frimley Park Hospital, Out-Patient 1.

 

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