Practice Communication Policy

Telephone calls from patients will be assessed on their level of urgency. Telephone calls from patients which are non-urgent are directed according to the GP’s telephone policy. Whenever phone messages are taken, they are recorded in our clinical software and include details of the patient(name, time/date of the call, and the nature of the call, any important details and a return a return contact number. All messages must be returned in a timely manner or by the end of the day. If the call is urgent, the practice staff member will refer to the appropriate action from the triage guide or alert a member of the clinical care team immediately. If a patient sends an email to our mailbox, this mailbox is checked multiple times throughout the day by one of the reception team, these emails are actioned according to the urgency of the request. This mailbox is not monitored after hours, weekends or public holidays.