I AM writing to reassure patients who may have been misled by last week's article in the Wiltshire Times about waiting times at Giffords Surgery in Melksham.

Government guidelines on waiting times are that patients should be able to see a health-care professional within 24 hours and a doctor within 48 hours.

If patients want to see a specific doctor they may have to wait longer.

If a patient believes they need to be seen urgently the same day they are referred through our nurse triage system.

The nurse will either give advice over the telephone, which is often all that is needed, or refer the patient to the appropriate health-care professional; she will also make an appointment with the duty doctor if necessary.

If the patient is referred to the duty doctor they will be seen within 12 hours of their call.

If a patient requests an appointment with a specific doctor and a lot of patients do they are offered the first available appointment with that doctor. If they do not wish to wait that long they are offered an appointment with another doctor.

It is the patient's choice whether they wait, or take the first appointment available. We have appointments available with varying lead in times, issued on a first-come, first-serve, basis.

Last month, 92 patients did not attend appointments, making 92 other patients wait longer please tell us if you will not be attending.

As to the specific wait quoted in the article, it was 24 days for the doctor in question.

However of those 24 days, three were Saturdays, three were Sundays, the doctor was on leave for seven days, he had a day off following a night on duty, missed two half-days due to meetings with the LMC and PCT and another day preparing and attending a GP appraisal session.

New government guidelines require all GPs to attend appraisals. This means the doctor was not available to offer surgeries for 16 days out of the 24 quoted, making an eight-day lead in time.

In an ideal world, every patient should be able to see a doctor when they want unfortunately we do not live in an ideal world.

As with every other area within the NHS we are struggling to meet demand. A survey has shown that often patients make a doctor's appointment when another person within the healthcare team could have dealt with their problem.

It would help if patients check with the receptionist whether an appointment is necessary. Others can help with medication/prescription queries; requesting results; forms/certificates requiring a doctor's signature and queries regarding referrals.

Receptionists are aware of the need for absolute confidentiality and if they have some idea of the problem they can often suggest other clinicians who could help.

Everyone within the health service is aware of its failings we all try to offer the best service possible. We are aware of frustrations but everything is not as it seems.

I would like to take this opportunity to wish all our patients a happy and healthy Christmas and New Year.

S WHITE

Practice General Manager

Giffords Primary Care Centre

Spa Road

Melksham