Appointments

Non-urgent advice: Notice

Highcroft Surgery operates  “Modern General Practice” model using eConsult and Care Navigation system as recommended by NHS England.


Care Navigation is a tried and tested model of care that improves access to primary care services for patients and reduces GP pressures all in one.It allows front line staff to provide patients with more information about local health and wellbeing services, both within and outside of primary care, in a safe, effective way. It is about offering patients choice and help to access the most appropriate service first which is not always the GP. It means that patients will find it easier to get a GP appointment when they need one.Care navigators are receptionists and admin staff who have been given specialist training to help them direct patients to the right health professional first time.For example, when a patient presents with symptoms that would be better dealt with by another service such as a pharmacist or optician, patients can be confidently offered these choices, allowing them to go straight to the service which best meets their health and wellbeing needs.


Why Care Navigation?

At Highcroft Surgery, we are working to make sure that when people need to see a GP, they have access to one quickly and in a way that suits them, be that in person, over the phone, or over a video consultation.

Sometimes though, the GP isn’t really the best person to see. Patients could be seen and treated quicker by a nurse or a pharmacist for example and in some cases, the GP practice might not be the right place at all for the query. That’s where care navigation comes in.

Care navigation supports practices and patients to make the best use of valuable NHS resources.

How does Care Navigation work ?

When a patient contacts the surgery for an appointment, the care navigator will ask for a brief outline of the problem so they can identify the patient’s need. This will allow the care navigator to refer to information about services in the surgery, other NHS providers and the wider care and support sector. Where appropriate, they will direct the patient to these services.

You won’t be asked to divulge any personal or confidential information, and you can refuse of course, the option is yours and you will never be refused a GP appointment. Please be assured that if you need to see a GP,  you will get to see a GP.

Care Navigators will never try to diagnose your problem or offer you clinical advice; this new way of working is about offering you the choice to see other health professionals who will be more appropriate than the GP, and who may often be able to see you quicker and easier.

Their goal is to ensure that patients get the right care at the right time in the right place with the right outcome. For example, when a patient presents with symptoms that would be better dealt with by another service such as a pharmacist or optician, patients can be confidently offered these choices, allowing them to go straight to the service which best meets their health and wellbeing needs.

More information about self care for common conditions that can be treated without the need for a GP appointment can be found at: Health A to Z – NHS

Urgent appointments

To request an urgent appointment for today or tomorrow (Monday to Friday):

  • Please complete our eConsult form specifying your reason for the urgent appointment and providing as much detail as possible. Please note that you may be contacted by text message to attend the practice on the day so please ensure that your contact method is up to date

We aim to respond on the same day where possible. If you don’t have access to internet or are not able to use internet our trained reception staff will go through a brief health questionnaire over the phone.

  • Phone us on 0115 883 2330, Monday to Friday from 8am to 6.30pm
  • Visit the surgery and speak with a care navigator, Monday to Friday from 8am to 6pm

When you get in touch, we’ll ask what you need help with.

We will use the information you give us to choose the most suitable doctor, nurse or health professional to help you.

Routine appointments

To request a routine appointment in the next 7 days:

  • Use our eConsult form, Monday to Friday from 7am up to 6:30pm as capacity allows. We will respond within 48 hours during opening times.
  • Phone us on 0115 883 2330, Monday to Friday from 8am to 6.30pm
  • Visit the surgery and speak with a care navigator, Monday to Friday from 8am to 6pm
  • Use your NHS account (through the NHS website or NHS App) to book a screening test or vaccination

When you get in touch, we’ll ask what you need help with.

We will use the information you give us to choose the most suitable doctor, nurse or health professional to help you.

Your appointment

However you choose to contact us, we may offer you a consultation:

  • By phone
  • Face to face at the surgery
  • On a video call
  • By text or email

Appointments by phone, video call or by text or email can be more flexible and often means you get help sooner.

Cancelling or changing an appointment

To cancel your appointment:

  • Use your NHS account (through the NHS website or NHS App)
  • Using the GP online system – SystmOnline

SystmOnline

Login to Online Services
Register for Online Services
  • phone us on 0115 883 2330, Monday to Friday from 8am to 6.30pm
  • reply CANCEL to your appointment reminder text message

If you need help when we are closed

If you need medical help now, use NHS 111 online or call 111.

NHS 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.

Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.

If you need help with your appointment

Please tell us:

  • if there’s a specific doctor, nurse or other health professional you would prefer to respond
  • if you would prefer to consult with the doctor or nurse by phone, face-to-face, by video call or by text or email
  • if you need an interpreter
  • if you have any other access or communication needs

Home visits

If you are housebound, need an appointment and have no way of getting to the surgery, we will triage your home visit request before arranging for a clinician or advising for another health care professional to visit you. We will phone you first to understand what you need.

If possible please try to telephone reception before 10am if you require a home visit.

A doctor or nurse may phone you back as it may be that your problem can be dealt with by telephone advice, or that it would be more appropriate to send a nurse, or indeed arrange a hospital attendance.

House visits are only available for patients who are housebound because of illness or disability.

Please remember that several patients can be seen in the practice in the time that it takes to make one home visit. There are also better facilities for examining and treating patients at the surgery.

A Clinician will usually phone back any request for a home visit to check that this is the most appropriate management for the request.

Urgent Care Centre

The Nottingham NHS Urgent Care Centre, which is funded by all the GP practices in Nottingham, is located at Seaton House, London Road, Nottingham NG2 4LA (next to the BBC building).

The centre offers assessment and treatment for health conditions that are urgent but non-life threatening such as:

  • Minor burns and scalds
  • Minor head injury with no loss of consciousness
  • Skin infections and rashes
  • Suspected broken bones, sprains and strains (X-ray will be available on-site)
  • Eye infections and minor eye injuries

No appointment is needed; this is a walk-in service, just drop in between 7am and 9pm 365 days a year.

Call them on 0115 883 8500 or visit Nottingham NHS Urgent Care Centre for more information

Visit www.nhs.uk/choosewell for more information on choosing the right NHS service for you