Dear Patient and family
We are writing to inform you of some significant changes to the duty Doctor system that you are all familiar with.
We have been aware for some time that the current system was in need of revision. It has been increasingly difficult to predict the level of demand and this has led to long waits for seriously ill patients which we realize is not ideal and an expectation that patients with minor illnesses need to attend the surgery when this is not always necessary.
For this reason, we will be introducing a new system with effect from 16th July 2007. The duty Doctor system will no longer be a “walk in” service. All appointments will need to be pre-booked. You will still be able to see a Doctor on the day if you need to but we will have a range of other services to offer you too.
From 16th July 2007 when you contact the surgery to see the duty doctor our receptionists will ask you a series of questions. Please be as co-operative as you can with this process. It is aimed at helping you get the most appropriate service to meet your needs. Our staff are all trained to offer this service and act according to our instructions and will treat any information as confidential.
Where possible our receptionists will try to resolve your query themselves, for example medication requests do not generally need to see a Doctor.
You will also be advised when the next routine appointment is available. We hope to offer some such appointments within 2 working days. If you do need to be seen on the same day for an urgent problem, you will be asked for the nature of the problem and will then be offered either:
 | a booked appointment with a nurse, on that day |
| a booked appointment with a Doctor, on that day |
| A telephone call with a Doctor, on that day |
In order to avoid more than one trip to the surgery you may prefer to phone first to arrange your duty Doctor appointment. No preference will be given to those that attend the surgery to book an appointment.
We have organized additional lines in to the surgery and staff to man these lines in order to improve telephone access.
Please call the appointments line on 01322 668833 between the following hours:
8am to 10 am to organize an on the day morning appointment and
2.30pm to 4.30pm to organize an on the day afternoon appointment
If you need a non-urgent appointment please call between 10 oclock and 12 noon in the morning or between 4.30pm and 5.30pm in the afternoon when the appointments line will be quieter.
Can we also remind you that the local chemists in Swanley offer a minor ailment service for such illnesses as cold sores, conjunctivitis, insect bites, hayfever and sore throats. They can advice and offer treatment without the need for a prescription from the surgery. Normal prescription charges and exemptions apply. You can also contact NHS Direct for advice on 0845 4647
Many conditions are also self-limiting and over the counter remedies are available from the local chemist. We enclose some references and information which we hope are helpful.
Inevitably, as with any new system, there may be some teething problems. Please bear with us. We will all be endeavouring to do our very best to meet your needs.
Yours sincerely
The Oaks Partnership