Change to booking appointments at Preston Park Surgery

From 11th February 2025 it will only be possible to book appointments by phone between 8:30am and 9:30am. After 9:30am appointments can be booked in person at the surgery.
Please read on for an explanation of why this is necessary.

APPOINTMENT BOOKING CHANGE

1. Prioritizing Urgent Calls and Fair Access

• The 8:30–9:30 am period is the busiest time for urgent appointment requests, particularly for patients who call first thing in the morning.
• Allowing only phone bookings during this time ensures that urgent cases are handled fairly and efficiently, preventing long queues at reception while patients on the phone struggle to get through.

2. Reducing Pressure on Reception Staff

• The front desk handle a high volume of PATIENTS during the busy period.
• Managing the queue increases pressure on staff, leading to delays and potential errors.
• By moving the face-to-face bookings by an hour allows a much calmer start to the day, patient issues can be dealt with quickly and fairly.
• All our morning clinics start at 8.30am. Some patients caught in the queue can’t self check in and thereby missing their appointments

3. Preventing an Unfair Advantage for Walk-Ins

• Patients who live nearby or are mobile may have an unfair advantage over those who rely on the phone.
• This system ensures equal opportunity for all patients, whether they are calling from home, work, or other locations.

4. Improving Waiting Room Experience

• A crowded reception area at 8:30 am can create long queues, congestion, and patient frustration.
• Managing bookings remotely during this time helps keep the waiting area calmer and more efficient for patients attending pre-booked appointments.

5. Maintaining Patient Privacy & Confidentiality

• Receptionists often discuss sensitive medical details while handling bookings.
• Having fewer people at the front desk in the early morning helps protect patient confidentiality and reduces the risk of private conversations being overheard.

• Appointments can still be booked in person after 9:30 am.
• Patients who need extra support can receive help from reception.

 Why We Do Not Offer Online Booking for GP Appointments

We understand that online booking is convenient, but due to high demand, we need to ensure that appointments are allocated based on clinical need. We need to:-

1. Prioritise Urgent Cases – Some patients require urgent medical attention, and triaging appointments allows us to prioritise those with the greatest need.
2. Ensuring the Right Care – Not all medical concerns require a GP appointment. By speaking to our trained staff first, we can direct you to the most appropriate healthcare professional, such as a nurse, pharmacist, or specialist service.
3. Managing Limited Availability – Demand for GP appointments is extremely high. Allowing online booking could mean that appointments are taken up quickly without proper triage, leaving those with urgent needs waiting longer.
4. Preventing Misuse – Unfortunately, online booking can sometimes lead to inappropriate use of appointments, reducing availability for those who truly need them.
5. Supporting Complex Cases – Some medical conditions require longer appointments or additional preparation. By speaking to our team first, we can ensure that you receive the right level of care.

Janak Chauhan, Practice Manager