Front of house staff crisis

Dear Patients, We would like to bring to your attention that we are currently facing a workforce crisis within our Patient Navigation (Reception) team. We have two members of staff on long-term sickness leave and two who have recently resigned. This represents a 40% loss of capacity within the team. We immediately began the recruitment

Need help with a non-urgent medical or admin request? Contact us online.

Please help us…

Dear Patients

Locally and Nationally Primary Care GP workload is extraordinarily high at present and we too as a Practice are feeling the strain. We ask for your support by simply requesting that you adhere to our preferred communication methods and we ask for your patience in non-emergency/urgent healthcare wants/needs. We are doing our upmost to respond quickly and to continue delivering safe/ effective care

Our phone lines

Please help us to help you by trying not to call during busy periods unless it is urgent. Busy periods are 08:00 – 10.30 and 12:00 – 14:00

Please consider the call handlers time. We want to maintain good interpersonal service levels but wish to move on calls quickly and decisively so please don’t be offended if you feel rushed. Please have your dairies ready should your request be to book an appointment.

Prescriptions will not be taken over the phone. This is for safety reasons as prescription errors are more likely over the phone and errors can cause harm to patients. Please do not call regarding this.

Use our preferred contact methods below where able, to help reduce call traffic.

Preferred ways to contact us regarding your healthcare

You can consult with us online via eConsult safely. eConsult will triage your condition and will best guide you as to who to seek help from and how quickly. A GP is not always the answer. https://stpaulssurgery-winchester.webgp.com/

If you contact us by phone, expect our receptionists to ask you a number of questions. They may direct you to another service or clinician within the practice who is more suitable. We aim for Right clinician, Right service , Right timeframe, First time every time. 

Ordering of repeat prescriptions. The best way is to reorder via Patient Access online or the NHSApp. Please ask the Receptionist if you need help getting signed up to the Patient Access service. If you are unable to  request online then please complete a form at the surgery or request via your local chemist.  

Obtaining test results. If you use Patient access you can view your test results online. As soon as we have received and actioned them they will be visible online. Only after 3 weeks if you haven’t received please contact the surgery outside of busy periods.

Sick note requests. The quickest way to get a sick note is via eConsult.  Please visit https://stpaulssurgery-winchester.webgp.com/react-consult-administrative-help?codeName=GEC_ADM

Long term condition reviews. We have changed our recall system and will be inviting patients to attend for one annual review appointment, incorporating  all their Long Term Chronic Conditions,. These patients will be invited on their month of birth rather than randomly. Please wait until you are invited by the practice.

Patience please. Once you have contacted the practice and been logged on our system for a call back please do not call us back to chase it up unless there has been a significant deterioration in your condition. We do not escalate repeat callers, we work through a list and only escalate according to medical priority.

We are not the correct provider to call for

Life threating emergencies – Call 999

Tooth problems – contact your Dentist

Minor Eye problems – contact MECS https://primaryeyecare.co.uk/find-a-practice/

Major Eye problems – attend Eye Casualty

Minor illness, bites, stings or rashes – visit a local Pharmacist

Minor injuries – contact 111 and ask to book an MIU appointment in Andover

Pregnancy related queries – contact your midwife

Sexual Health concerns – contact 0300 300 2016 https://www.letstalkaboutit.nhs.uk/

Thanks for your understanding and support