FREQUENTLY ASKED QUESTIONS
Why does the Surgery have to close for training?
NHS England requires all members of staff working in the primary care sector to complete a selection of mandatory training. This applies to both clinical and non-clinical staff and includes a wide variety of training from basic life support to sepsis recognition.
Due to this, the Kent and Medway Primary Care Training Team set dates where surgeries in the Dartford, Gravesham and Swanley areas have to close for an afternoon to complete this training. They are usually held monthly.
All localities are provided with the dates they have close to complete their trainings and during that time 111 are made aware and prepare to take calls from patients that may need advice.
Who triages the econsults and decides who should see the patient
When we receive an eConsult between 08.30am and 1.30pm it is added to our eConsult list. A GP will then go through the list and triage the requests deciding on what action needs to be taken. This may be an appointment with a variety of different clinicians, including, paramedics, mental health practioners or first contact physiotherapists. You may be contacted via text message or phone call to confirm the outcome. The GP will decide the urgency of the appointment from what is detailed in the eConsult. The GP is assisted by one of our care navigator team who makes contact once the GP has decided what action to take.
What appointments can we book over the telephone?
We can book Nurse and HCA appointments over the phone. This can include, b12's, dressings child immunisations, blood pressure checks and asthma, diabetes and NHS health checks on receipt of an invite letter.
How can I update my contact details?
Please either use the administrative function of the eConsult or clearly write on a paper what details have changed and who for.
How can I make a complaint?
We hope that you would talk to us in the first instance to see if the issues can be resolved. However, if you feel you need to make a formal complaint then please put your concerns in writing or email us on firstname.lastname@example.org
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