When you contact the surgery to request an appointment, you may be asked a simple question about the reason for your call. We understand that this can sometimes feel uncomfortable, and we want to reassure you that this question is asked with one clear aim in mind. To help you access the right care as quickly and safely as possible.
Our reception team are an important part of your care journey. They help guide patients to the most appropriate clinician for their needs. Not every health concern needs to be seen by a GP, and many issues can be managed more quickly and effectively by another member of our healthcare team. This may include a nurse, pharmacist, advanced nurse practitioner or another trained healthcare professional.
Within the surgery, our team use clear booking guidance and tools that have been developed by the Partners with direct clinical input. This means reception staff are not making clinical decisions. They are following agreed guidance created by our clinicians and approved by the Partners to ensure you are offered the most suitable appointment. By having a brief understanding of the nature of your request, they can help avoid unnecessary delays and make sure you are seen by the right person first time.
This approach helps us use our clinical resources efficiently and effectively, which benefits all patients. It allows urgent problems to be identified quickly, while routine concerns can be managed without long waits for a GP appointment when another clinician may be better placed to help.
Your choice and your privacy always come first. You are never required to share details that you feel uncomfortable discussing. You are welcome to say that your concern is personal or that you would prefer not to give details, and our team will fully respect this while continuing to support you.
At School Lane Surgery, patient confidentiality is paramount. All members of our staff receive strict and robust NHS training in patient confidentiality and data security. They are bound by the same confidentiality standards as clinical staff and take this responsibility extremely seriously.
Access to our clinical systems is tightly controlled and routinely monitored. Random audits are carried out in line with NHS guidelines to ensure that access to patient records is appropriate, controlled and fully auditable. These measures are always in place to protect your information.
Our aim is to work together with you, respect your privacy and help you receive the right care as quickly as possible. By understanding the role of our reception team, we hope your experience with the practice feels smoother, safer and more supportive.