GP surgery launches scheme to help patients stuck on hold

The Roundstone Surgery in Polebarn Road is to launch the E-Consult scheme on Monday, November 18.

The change comes following feedback from patients, with the aim of improving access to the surgery, providing a higher quality, more equitable service for all.

It will help to solve the issue of its 20,000 patients being kept waiting for a long time on the telephone while trying to contact the surgery.

The Roundstone Surgery is to launch a new E-Consult service to improve patient access to NHS services. (Image: Trevor Porter)

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E-Consult is a web-based clinical triage software used by thousands of GP Practices across the country to appropriately manage patient contact demands.

A spokesperson said: “The surgery has installed tablets in its reception to allow patients to complete the E-Consultation form in person, should they be unable to do so from home.

“The surgery and its partners are looking forward to the new system and the changes it will bring to the day to day running of the practice. We see this as a positive step to improve access for patients.

“The practice stays fully committed to being accessible to all of its patients, and has done everything to make the transition into the new system as easy as possible.”

He added: "It will give the clinicians a lot more information as to why patients are contacting the surgery."

Patients are able to access the new E-Consult service via the practice website https://www.roundstonesurgery.co.uk or the NHS App; no registration is required.

For patients unable to access the service, the surgery’s telephone lines will remain open.

“Reception staff will complete the form over the phone with the patient, ensuring that every contact with the surgery is treated equitably and fairly,” the spokesperson said.

Patients are able to find out more information on the practice website at https://www.roundstonesurgery.co.uk