We have implemented a new way for medical and admin requests to be sent to the Practice launching an improved system for contacting us from January 2024 onwards. This will include requests for urgent medical help, booking an appointment or for any other query.

The new short online from, which takes a few minutes to fill out, is avaible in this website, through the NHS App or following the link below:

https://florey.accurx.com/p/H85069

If you are unable to complete this form yourself, someone else can do this for you. Alternatively, you can still phone the practice on 0207 924 4413 or come to reception in person.

 

When is the form available?

For urgent and routine medical requests, the form will be available from 7.30am until 5pm from Monday until Friday (though not on Bank Holidays).

As with our current forms, for admin queries, the form will be open 24 hours a day, 7 days a week.

 

How quickly will the practice review queries and when will you receive an answer?

Requests for urgent medical queries will be looked at as soon as possible, and within 4 hours. If you call the practice or attend in person, one of our patient pathway co-ordinators within our reception team will complete this form for you.

Routine medical and administrative queries will be looked at within one working day, and we will get back to you within 2 working days.

If you call or come in person for a routine medical query and you need an appointment, our staff will try to book this directly for you while you are speaking with them. If this is not possible, they will complete the form for you so that your query can be reviewed by our team.

We will process routine medical repeat prescriptions within 2 working days. Please do use the NHS app whenever possible for these as it should be quicker and easier for you as well as for us. 

 

What should I use this form for?

You can use this form for anything you would usually contact the surgery, such as medical issues you want to discuss with a doctor or nurse, repeat prescriptions, or admin issues like getting a sick (fit) note or test results. Please do not use this form for anything you need a response for more urgently than within 4 hours. If you need help before then, in an emergency call 999. If it is not an emergency, you can call the surgery or call 111 if we are closed.

Please note that the submitted forms will only be read during office hours. The forms will not be read on the weekends (Saturdays and Sundays) or on bank holidays. If you need urgent help out of hours please contact 111 or 999 in an emergency

 

What questions will I be asked?

If you have a medical query, you’ll be asked to describe it, how long it’s been going on for, and what you’re worried about. For admin, you can choose from asking about test results, repeat prescriptions, fit/sick notes, referrals, a doctor’s letter, or something else

 

What details do I need to be able to fill in the form?

If you have the NHS app or the NHS login, you will not need to fill in any personal details as they will come directly from your account. If you fill in the form from our website, you’ll be asked for your name, date of birth, postcode, gender, and your contact number. If you have your mobile phone to hand, then you can choose to receive a code via text message to enter into the website. This allows the staff at the practice to locate your record faster.

 

How long will the form take to complete?

The form should only take a few minutes to complete. If you have any issues or can’t fill the form out, please contact the surgery and we will be able to help you complete your request.

 

Why are we making this change?

This change should make it easier to submit requests to the practice and ensure that requests are seen by the most appropriate member of staff and dealt with in an appropriate timeframe. Appointments will be prioritised according to need, rather than who gets to the appointments first.

The benefits we are hoping you will see are:

• Easy to access – it should only take a couple of minutes to fill out your information
• No waiting on hold on the phone
• Your request will be seen by the right person
• Convenience – send your request over whenever you need it, rather than when you can get through on the phone
• Your GP might be able to help more quickly and easily, for example with a phone call, or by referring you directly to the service you need, such as physiotherapy
• It will be easier to see your usual GP, especially if you have many medical issues

Suggestions and feedback

The form will be provided by AccuRx. AccuRx is already used by many surgeries successfully in Wandsworth and across England. We have been working closely with these surgeries to make sure we get this right. We have already discussed this change with our Patient Participation Group earlier this month. If you have any suggestions or comments, please look out for further invitations to the Group in the coming months.