Mill Lane Surgery runs a Telephone Triage appointment system. We open at 8am and take telephone calls throughout the morning until we reach capacity. Each day differs depending on how many calls we receive. If Patients call later in the morning there is a possibility we will have reached our capacity. If this is the case the reception staff will ask if you feel your problem is something that cannot wait until the afternoon. If so you will be added to the doctors' call backs as an emergency. If the problem can wait you will be asked to call back at 1.30pm to be booked in for a Telephone Consultation that afternoon. We do not book afternoon calls until after 1.30pm, this allows us to provide appointments for patients who are unable to call in the morning. The same applies for the afternoon appointments, if you feel your problem needs dealt with that day you will be added in for an emergency call back, if your problem can wait you will be asked to call back the next day.
If patients do require a Telephone Consultation, the reception staff will take a contact number and a brief description of the problem then pass the information onto the doctor who will call the patient back from a 0800 telephone number. The doctor will then establish whether the patient requires a 'face to face' appointment or if the problem can be resolved over the telephone. If a 'face to face' appointment is required the doctor will book the patient in for a time that suits later that day.
This system has been a great success at Mill Lane Surgery as it ensures patients that need to be seen by a doctor are able to be seen that day. Also with reception staff triaging at the beginning of the call patients are sign posted to the best place suited to deal with their problem without having to speak to or be seen by a doctor.
For example: Sore, red eye - patient would be directed to the nearest Optician
Dental pain or abscess - patient would be directed to Dentist
There are also a number of ailments that can be dealt with directly at the local pharmacy. Reception staff have a list and will often ask patients to try the pharmacy first before booking patients in for a Telephone Consultation with a doctor.
If you would like the presence of a chaperone during any of your appointments, please advise the receptionist when you arrive for your appointment, or inform the doctor or nurse.
If you cannot attend an appointment for any reason please inform us as soon as possible in order for us to give the slot to someone else.