At Crown Medical Centre all patients have a named GP. This is because the evidence shows that being looked after by the same GP improves the care you receive and is welcomed by both patients and doctors alike.
To book a routine face to face or telephone appointment with your usual GP please either submit an e consult or telephone the surgery.
If you have an urgent problem, please ring the surgery and DO NOT submit an e-consult.
Most primary care problems are suitable to wait for a routine appointment, and we encourage you to wait to see your usual GP if you can however, we do have access to other healthcare professionals who can see you regarding medication queries, musculoskeletal issues, and mental health problems. It might be that reception ask you to see these highly trained professionals as an alternative to seeing your GP and the wait to see these people can be less.
We have an Urgent Care Team to deal with urgent issues. If you believe you have an urgent medical issue, please contact the surgery by telephone. Our reception team is highly trained and by asking relevant clinical questions will direct you to the most appropriate member of the Primary Care or community pharmacy teams.
We hope that the following questions will be useful in helping patients understand the different processes we have in place when contacting the surgery.
Why do we operate this type of appointment system?
Over recent years the demand for primary care appointments has exceeded capacity. We wish to ensure that we make the best use of the resources available to help as many people as possible.
Why should I answer questions by the receptionists?
Our receptionists are highly trained and adhere to strict confidentiality rules. They use triaging tools to ensure you get the correct help. There are now a wide range of primary care professionals who may be able to help you including community pharmacists via the CPCS scheme (a pharmacy referral scheme), paramedics, nurses, a clinical pharmacist, a mental health practitioner, a first contact musculoskeletal practitioner, care co-ordinators and Occupational Therapists all working closely with the GPs.
Why do you recommend using e consults to request an appointment or a fit note?
By selecting the most appropriate online consultation for your needs, the GP will have the correct information to decide on the next step for your care. By using the online consult system to request an appointment or a fit note you are keeping the telephone lines free so that our team can help people with urgent health issues more quickly. If you are unable to complete an online consultation yourself, one of our reception team will arrange to call you back to go through the questions with you and submit to the GP on your behalf.
What sorts of health issues do the Urgent Care team deal with?
The Urgent care team’s focus is to assess and treat patients with urgent health care needs, these are usually new problems that if left untreated may cause serious illness or require hospital Admission such as severe abdominal pain, significant infections that could lead to sepsis (pneumonia, cellulitis), suicidal thoughts and urgent palliative care needs. If you believe you have a life-threatening health issue such as severe chest pain, extreme difficultly breathing, heavy bleeding or symptoms of a stroke please dial 999.
My child is unwell, when should I call the surgery?
We know that having a child unwell can be a worrying time. We recommend downloading the Paediatric Handi app, as this gives good information about when to treat illnesses at home and when to call the surgery for advice. You can also help your child by having a working thermometer and liquid paracetamol or ibuprofen at home and ensuring your child is up to date with their immunisations.
How do I request a home visit?
We offer home visits for housebound patients. Please telephone the surgery before 11 am to request a home visit. The request will be triaged by the urgent care team and if appropriate you may be visited by one of our paramedics, one of the GPs or a district nurse.
How do I request a repeat prescription?
The quickest way to request a repeat prescription is via the NHS app or to have repeat ordering set up by your usual pharmacy. You can also submit your prescription request via email to somicb.prescriptions.crownmc@nhs.net
I have had some tests ordered by the GP, the receptionist tells me they are normal, but I still have symptoms what should I do next?
Please book a routine telephone or face to face appointment to discuss these with your GP. If your tests require urgent action, we will contact you to arrange this.
I have had tests ordered by the hospital and am waiting for the results?
Tests results go back to the ordering doctor, and it is their responsibility to interpret the results and inform you of them. If a hospital doctor has requested tests they will be in touch. Should you have queries, please contact them directly to discuss these (their details will usually be on your last clinic letter). We are not able to access your results as they go back to the hospital team.
How do I request a private letter or report?
GPs do private reports such as insurance reports and letters. This is not NHS work and is chargeable. Please find our fees attached. Urgent NHS work takes priority over private work. Please either fill in an e consult or telephone the secretarial team to discuss.
Why do I have to wait to see my doctor, it makes me anxious?
We understand that when you have a health concern you would like to be seen quickly for assessment. Unfortunately, pressures on the whole NHS mean that, although GPs are doing more appointments than ever, waiting times are longer than we would all like. Just like pilots and drivers, there is a limit to how many hours GPs can safely work for. If the GP has triaged your current issue as routine, we would appreciate you waiting for the next available routine appointment. If you have submitted your request via e consult the GP may direct you to sources of help while you wait such as the GetuBetter app for musculoskeletal issues and MINDLine for mental health issues.
Read more about our team and who you may see here