FAQ

You will have noticed that we operate a new system in terms of how you access our services

Please see this link to the Patient Journey Flowchart

Most responsible healthcare services prioritise and assess requests for medical assistance according to clinical need (known as 'Triage' ).

 GP surgeries, including ours,  are no different and are also now doing this.  Please see this explanation about Triage 

The main reasons for this are

• The Covid pandemic requiring infection control measures and reduced footfall at the practice
• NHS has asked all GPs to operate a total triage model of care
• There is increased demand on GPs beyond their capacity to deliver all patient requests themselves
• GP numbers nationally (especially GP partners ) have not increased at the levels required or targeted by NHS / Department of Health 
• Numerous other healthcare systems within the UK and overseas operate services by 'skill mixing' - this means your care is safely provided by a team of supervised Healthcare Professionals 
• It is safer and fairer to all our patients to know that their health problems are dealt with purely on clinical priority. This is opposed to the perceived needs of individual patients who feel their requests should be prioritised above others.

Econsult is an online consultation method that allows GP practices to get a better understanding of your problem and your needs. We can then work with you to decide the best way forward.

Please note you can currently only submit an eConsult during our opening hours for safety reasons (Mon- Fri 8am- 6.30 pm ) 

For those who don't have IT skills or equipment you can still call the practice in the usual way

If you want a traditional face-to-face appointment please state that in the eConsult and we will always try to accommodate your wish provided this is medically necessary.

Please also see our Patient Journey Flowchart

Triage is a method of prioritising and sorting medical problems 

NHSE have asked all GPs to do this please see this direct extract from an NHSE document September 2020 explaining why and how this should be done

Please also see this explanation from eConsult

The evidence is that the vast majority of patients can use technology to help them (such as smartphones , PCs , emails and texts )

We do understand that there some patients who are unable to do so for specific reasons and so we want to support them

legitimate reasons include

• no internet access 
• no smartphone, tablet or PC
• unable to use technology due to disability or reduced IT skills

If this is the case please phone the surgery for assistance. The Care Navigator you speak to will assist you. That might involve them assisting you do submit on online consultation, signposting or other suitable help. The Care Navigators are part of High Pastures Multidisciplinary team and can always discuss your problem with another Clinician which may be the GP

We understand our phones can be busy. Its better for everyone (patients and staff ) if phone calls to the practice are only made when essential and there is no alternative

Please use the website wherever possible . This can often answer your query or signpost you to further information. If you feel you want medical help or an appointment please use a clinical eConsult. If its an administrative matter then please use the admin eConsult link . 

If everyone follows this guidance then the phone lines will be freer for those who genuinely need to contact us that way.

Please see our Physicians Associate webpage

The PAs are part of our multidisciplinary team as part of our patient care pathway

It is possible your prescription request has been declined for one of the following reasons. We will tell you which of the following reasons it is

•  1.  You haven't given us a minimum of 48 hrs / 2 practice working days notice that you are running out. if this is the case please request an emergency supply via NHS111

•  2 . Your Private Dr , Hospital Consultant , Specialist Nurse or other Health Care Professional has asked us to prescribe an item without first prescribing it themselves. The item(s) may be unlicensed or not considered appropriate for GP prescribing by Pan Mersey Area Prescribing Committee . Similarly it is within your GP's rights to refuse to prescribe an item that they feel is inappropriate.  Please remember the prescribing GP is medico-legally responsible for that medication (and not the Clinician/Dr who 'advised' this ) 

•  3 .  The item you have requested is not an agreed repeat medication with your GP

•  4.  You haven't responded to our request to have a medication review with a Clinician

•   5.  Your Hospital Consultant or Health Care Professional has asked your GP to prescribe an item but a) hasn't notified us in writing or  b) has notified us,  but your request is within 14 days of being discharged from hospital 

•  6.  You have requested medication that is a controlled drug , strong painkiller or has addictive potential outside of an agreed prescribing regime with your GP

please see our repeat prescriptions link

Sick note Self Cert first 7 days of illness

Download complete form and give to your employer for your first 7 days of illness. 

If you require a follow on sick note after your self certification note please follow this link and complete your request online.

eConsult - Administrative requests

Non-NHS Services

Some services provided are not covered under our contract with the NHS and therefore attract charges.

The fees charged are based on the British Medical Association (BMA) suggested scales and our reception staff will be happy to advise you about them.

If you are requesting a letter or form completing from your GP you must complete a consent form please complete an Administrative eConsult via the link above.

Your Right of Access to Your Records

The Data Protection Act and General Data Protection Regulations allows you to find out what information is held about you including information held within your medical records, either in electronic or physical format.  This is known as the “right of subject access”.  If you would like to have access to all or part of your records, you can make a request in writing to the Practice Manager and complete the form below. You should however be aware that some details within your health records may be exempt from disclosure; however this will be in the interests of your wellbeing or to protect the identity of a third party.

Right of Subject Access Form

We appreciate that sometimes you may wish to be examined by a female Clinician. You can specify this in your request. We have 3 female Physicians Associates and 2 female Nurses.

You may also feel reassured by being examined by a male GP but with a chaperone . Please ask about this when you contact us

We are sorry to hear you are having concerns. Please take the time to read our FAQs and other information on our website as it is possible the answer may be there. 

In order to better help you its important for us understand the specific circumstances of your concern. If you have a concern about your current health situation and feel there is an unresolved significant medical problem issue that isn't being addressed by us then please contact us via the Econsult service (if its a medical matter ) or our administritive help link if not. If its urgent or if you don't have confidence with online access then please use our phone-line (0151 526 2161) and ask to speak to the senior care navigator.

If your concern is more about the service you received from us as outlined on the website then please contact healthwatch either on the phone 03000 683000 or via their website here 

If your concern is around care you are (or have previously been) receiving from another area of the NHS then please contact them . You will need to contact the relevant clinical team directly or if that isn't possible for any reason then by using the methods below . Healthwatch (for non-urgent matters ) and NHS111 (for more urgent situations or unresolved medical problems) are the best place to start if you are unsure 

examples of the relevant Patient Advice and Concerns services

NHS111.......phone 111 or access information and contact details online here 

Aintree Hospital. (inpatient care or clinics, appointments , tests  and follow up problems) ........ phone 0151 529 3287 or contact online here 

Southport and Ormskirk Hopsital.........phone 01704 704958 or contact online here 

Alder Hey hospital ................ phone 0151 252 5374 / 0151 282 4907 or online here 

Renacres Hall Hospital............phone 01704 740503 or contact online here 

Merseycare (who provide a wide range of community and mental health services )...... by phone 0800 3282941 or contact online here 

Healthwatch (who provide and co-ordinate general patient advocacy services for all NHS services ) via phone 03000 683000 or online here