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Latest News

The Sexual Health Clinic/Family Planning Clinic on Monday 13th May and Monday 20th May will run 4pm to 7.15pm. 

We are pleased to announce as part of the First Contact Physiotherapist scheme we now have physiotherapy appointments available at our Oulton Surgery.  Please see our “services” drop down menu and click on “clinics and services” for further information.

Please note the Surgery will be closed on the following Bank Holidays during May:  Monday 27th May 2019. 

TELEPHONES

The practice is both aware and concerned about the calling experience of our patient community.

The practice has invested heavily in telecommunications systems in order to make our system as efficient and responsive as possible.

The information below is supplied from the telecoms provider as we look to examine how we can make further efficiency’s, inform our patient community so you can understand the volume of calls the practice receives and how their calling habit’s impact on the ability to speak to a receptionist.

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Day

Answered

Unanswered

Engaged

Total received calls

Monday

413

91

621

1,125

Tuesday

322

55

15

392

Wednesday

493

33

1

527

Thursday

336

39

10

385

Friday

332

34

367

733

The engaged calls are when the call queuing and agents are all busy

FAQ Swillington

Swillington Update

The addition to Swillington Practice to Dr Freeman and Partners commenced on the 1 November 2018 and has now completed.

As part of the merger the  6 Swillington staff have now joined Dr Freeman and Partners and a further 4 staff been recruited – 2 practice Nurses and 2 reception staff.

This has resulted in an increase in Clinical appointments available to all patients but in particular those patients at Swillington. This is as a result of the reduction and centralisation of administration tasks and an increase in clinical services delivered from the Swillington practice.

Telephone system

The practice has invested in a centralised telephone system that ensures that all patients that call the practice telephone numbers are dealt with in queue order. The practice maximise staff numbers to answer phones at peak times to keep call waiting to as short a duration as possible. Call waiting times will always be dependent on call volume, the length of time each individual needs to meet their needs and the amount of staff available. However, we acknowledge that on occasion some individuals have experienced long delays (In excess of 20 minutes) for which we apologise. This, in part, has been due to a period of staff sickness and some departures. We have recruited 2 new staff members with another to join shortly which we hope will help address this issue.

We have also raised this issue with the phone provider as there seems to be a technical aspect to some of the calls which, while in the queue, do not seem to be registering on the system. We would strongly encourage any patients that experience queuing in excess of 20 minutes to inform the practice giving us the time , duration and their telephone number so that the company can investigate. THIS MUST BE DONE WITH 48 HOURS OF THE CALL FOR THE COMPANY TO BE ABLE TO INVESTIGATE.

Urgent Assessment Clinic

Day

Surgery

Times

Monday

 Oulton Medical Centre and Marsh Street Surgery

08.30 – 09.30 (doors open at 08.00)
Tuesday

Oulton Medical Centre only

08.30 – 09.30 (doors open at 08.00)
Wednesday

Marsh Street Surgery only

08.30 – 09.30 (doors open at 08.00)
Thursday

Oulton Medical Centre only

08.30 – 09.30 (doors open at 08.00)
Friday

Marsh Street Surgery only

08.30 – 09.30 (doors open at 08.00)


Our Urgent Assessment Clinics (UAC) are based at our Oulton Surgery and Marsh Street Surgery, however the Urgent Assessment clinics are available to all our patients registered across our three sites, Oulton, Rothwell and Swillington.

PLEASE NOTE: The Urgent Assessment Clinics are for medical conditions which require urgent immediate attention on the day.

To access this clinic we ask patients to book in (in person, not over the phone) before 9.30am, to be seen the same morning in surgery.  In very urgent cases (ie very young/old or sick patients) you may book in over the telephone.  We will offer you an approximate appointment time (please note this is estimated based on ten minutes for each patient). You are welcome to sit and wait or return to the surgery within good time of your anticipated appointment time.

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