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Reception Information

Reception and Administration Departments

Within the Practice we have a Reception Team of 11 and an Administration Team of 5, comprising of full-time and part-time staff. Both departments are overseen by the Operations Manager. Our trained staff will strive to help with any enquiries and questions you may have. The Practice cares for in excess of 18,100 patients and can be extremely busy at times, particularly at 8.30am so please bear with us and if your enquiry is of a routine nature it would be helpful if you could ring after 2pm.

Reception area

We have two self-arrival touch screens in the Foyer. There are written instructions to help you. If you would like a member of staff to assist you, please ask at Reception. They are easy to use and can avoid a wait in the queue at busy times. If you have a sample to drop in, there is a red box on the wall by the Nurses seating area. Please always ensure your name and date of birth is on the container. Our Reception staff fully understand that sometimes you may need to speak to someone regarding a sensitive matter which is difficult at the screened desk. If you wish to discuss something privately, just ask.

Appointments

Our present appointment system is structured to offer our patients the best opportunity to book with the appropriate person and be seen when it is medically necessary. Some of our GPs and Assistant GPs only work part time. We have Specialist Nurses that work along side the GPs, they can diagnose, prescribe medication and deal with many medical complaints and illnesses that do not require a doctor's intervention. For a full list of staff working patterns please click on the Staff tab on the homepage.

We take appointment bookings from 8.30am each morning Monday to Friday. To help us deal with your telephone enquiry as quickly as possible, please listen carefully to all options in the telephone message so that you get transferred to the correct department. On Mondays and Wednesdays all day and Friday afternoons there are very limited advanced bookings so that we can offer the majority of appointments on the day. A larger proportion of our appointments can be booked in advance on other days. We would strongly encourage patients to advance book if the Clinician has requested them to return for a follow up appointment (e.g. in 2 or 4 weeks) or if it is for a routine appointment.

We have pre-planned appointments on Saturday mornings between 8am and 12 noon. These are generally for medicals and longer appointments or if you work throughout the week and cannot attend during normal Surgery hours. We also offer Nurse appointments for certain procedures. Please note: we have no telephone contact on the Saturday so if you need to cancel please do so in advance if possible. If you have difficulty attending the Practice as you live outside of the town and depend on public transport or if you have limited time available because you are a Carer for a relative, please let the Receptionist know so that we can try and accommodate your request.

We have a huge number of missed appointments each week (averaging around 50-60). We understand it is difficult to get through at times to cancel your appointment but we would appreciate it if you could let us know so that the appointment can be used for another patient.

Referrals

Your GP may feel it necessary to refer you to a Specialist. For all referrals we will need to know if you smoke and have an up-to-date reading of your height, weight and blood pressure. Your GP should do this for you at the time, if not please let Reception know and we will arrange for it to be done for you before you leave the Practice. Patients are requested to chase their own referrals if they are concerned about the time they are waiting for appointments. If you have had a new referral sent by the GP please contact DRSS (Devon Referrals Support Service) 01752 398993. Please note Adult Dermatology referrals are not sent via DRSS, please contact 01752 817903.

If you are awaiting a follow up with a Specialist you should ring the hospital where you were seen.

Useful Hospital numbers:

  • Derriford Hospital switchboard 01752 202082
  • Treliske Hospital switchboard 01872 250000

Ask to be put through to the relevant department.

Please note these are the same numbers that our Medical Secretaries call on so if you cannot get through please keep trying or leave an answerphone message as they would.

For any other referral questions or enquires you can speak to one of our Medical Secretaries, please listen for the correct option on the telephone message (press 4 then 1).