Access Standards

The practice aims to provide the following access standards:

1. a prompt response to patients contact with their GP

2. have an appropriate telephony system in place and interrogate data regularly

3. ensure patients receive bilingual information when contacting the practice

4. ensure patients are able to access information on how to get help

5. ensure patients receive the right care in the right way in a joined up approach

6. have a range of options to contact the practice

7. are able to e-mail the practice for a non urgent consultation

8. evaluate patient demands regarding services ensuring we provide services required

How our GP appointment system works

We understand that different patients want different things from our appointment system. Some people like to fit appointments in with their work or other commitments whilst others prefer to ring for a same day appointment. Many people have more routine matters to discuss whilst other people have potentially life threatening health issues needing prompt attention.

We try our best to meet these varying needs within the limitations of the number of GPs and ANPs  and appointments available. Our receptionists will normally ask you a few questions to help you find the most appropriate appointment for your needs you may be directed towards an alternative healthcare professional such as a Physio, Pharmacist, Dentist, or Optician.

It is important that you inform the receptionist at your earliest convenience if you no longer require your appointment, this enables the appointment to become available to another patient

Appointment lines are open from 8.30 am, Instead of ringing the surgery you can also complete an E Consult for a Nurse or GP appointment which appears on the home page of this website. 

ANY CHILDREN UNDER 16 WHO HAVE AN ACUTE CONDITION WILL BE OFFERED A SAME DAY APPOINTMENT WITH A GP.

For serious illness or injury you need to attend A&E

Call 999 for life-threatening conditions that need immediate medical attention. For example:

• Choking
• Chest pain
• Blacking out
• Blood loss
• Serious injury
• Suspected stroke

Urgent medical problems

If you have an urgent problem but all the appointments for a particular day are filled, please tell the receptionist.  The ‘on call’ doctor will call you back to either give advice on the phone or arrange to see you as an urgent appointment at a specified time.  As such there is no flexibility over appointment time or choice of GP.  These appointments are specifically to address the urgent medical problem within an already full surgery.

For non-urgent matters, we have a number of appointments types available:

Booked in advance

Bookable up to 2 weeks ahead, these provide choice and flexibility as to when and by whom you are seen. If these appointments are filled on a particular day the receptionist will look for an acceptable alternative.

Available on the day

Every day at 8.00am a number of appointments become available, enabling you to see our Advanced Nurse Practitioner or a doctor on that day.

Each day there are a number of face to face and telephone appointments available. The receptionist will ask for brief details to ensure this approach is the most appropriate for your needs. They will give you the time frame in which your call will be returned; you may leave a mobile number but please ensure your mobile phone is switched on.

Home Visits

Whilst we encourage our patients to come to the surgery, where we have the proper equipment and facilities available, we do appreciate this is not always possible. In this respect, if you do need a home visit, you can help us by calling reception before 11:30 where possible.

You may only request a home visit if you are housebound or are too ill to visit the practice. Your GP will only visit you at home if they think that your medical condition requires it and will also decide how urgently a visit is needed. Please bear this in mind and be prepared to provide suitable details to enable the doctor to schedule house calls

You can also be visited at home by a community nurse if you are referred by your GP

Choosing the right NHS Wales service if you become ill or are injured

‘Choose Well’ is an online resource available at  http://www.choosewellwales.org.uk/home  it will  help you decide if you need medical attention. It explains what each NHS service does, and when it should be used. Choosing Well means that you and your family will get the best treatment.

Community Pharmacy Common Ailment Service

Did you know that you can consult a community pharmacist. You will receive medical advice and/or free treatment for a range of common illnesses from their pharmacist instead of making an appointment to see their GP. 

The Common Ailment Service is a free NHS service that patients can access for advice and treatment. 

These are:-

Appointments with the Nurse Practitioners

Morning and afternoon appointments are available with our Nurse Practitioner. These are bookable on the day and appointments are available in advance.

Although some patients, usually those with complex and long-standing medical problems, may need an appointment with the Doctor, our Nurse Practitioners are trained specialist nurses who have undertaken additional education in order to provide advanced nursing care. They are able to provide treatment and advice for many problems which you may have seen a Doctor for in the past. Their main areas of expertise are in the management of common illness and long term conditions.

Nurse Practitioners can assess and examine you, make a diagnosis and provide advice and treatments including prescriptions. They can make referrals to hospital doctors and admit patients if necessary.  They work closely with the Doctors and liaise often.

Examples of appropriate appointments with a Nurse Practitioner are: 

• Rashes

• Acute back pain, joint sprains

• Shingles

• Oral thrush

• Chest Infections

• Dizziness

• Conjunctivitis, sticky eye, sty

• Diarrhoea, Constipations, piles

• Vomiting

• Urinary Tract Infections

• Tonsillitis, earache, cough, swollen glands

• Sinusitis, sore throat, colds or flu-like illnesses

• Raised temperatures.

Nurse Practitioners also manage many long term conditions such as asthma, eczema, high blood pressure, heart disease, raised cholesterol, diabetes and respiratory disease.

There are also many other problems that the Nurse Practitioners are able to help you with for example, menstrual disorders, sexual health advice, change of contraception pill or method.

Appointments with the GP

Morning and afternoon appointments are available with the GP. These are bookable on the day although the GP may book an appointment in advance if they think appropriate.

When all appointments are gone, reception will take a message from you and an emergency appointment may be allocated if appropriate.

The Practice Nurses

Supported by our Health Care Assistants, our highly skilled and experienced nursing team offer a wide range of services, covering the following:

• Asthma

• Chronic Obstructive Pulmonary Disease

• Diabetes

• Chronic Heart Disease

• Family Planning Service

• Hypertension monitoring

• Cervical Screening

• Travel Advice and Vaccinations

• Adult & Childhood Vaccinations

• Well Woman, Menopause and HRT

• Well Man Checks

• Spirometry

• Glucose Tolerance Testing

• ECGs

• Health checks – including cessation advice, dietary advice, •

• Well person and cholesterol advice •

• New Patient Health Checks

• Over 75 Health Checks

• Phlebotomy

• Suture Removal

• Wound care including dressings of ulcers

• 24 hour ambulatory BP monitoring 

• Doppler

• Stocking measurements

• Glucose tolerance test (OGGT).

Local Hospitals

Ysbyty Glan Clwyd, Bodelwyddan, is the nearest acute General Hospital, whilst the Denbigh Infirmary offers a minor injury casualty unit.

Self-Referral

Did you know you can now refer yourself directly to the Physiotherapy Service. This means you do not have to visit your GP first, unless you wish to do so. Physiotherapy can be particularly beneficial if you are suffering from back pain, neck pain, joint and muscular pain, strains and sprains or a recent injury. Please ask reception for a form and/or any further information.

You can also refer yourself to the In-Work Support Service. RCS provide free and confidential support for employed or self-employed people who are on sickness absence as a result of a mild to moderate health condition, with the aim of facilitating an early return to work. They also have a counselling service. For more information please visit www.rcs-wales.co.uk.

Chaperone Policy

There are occasions when patients need to be examined by a doctor which may involve intimate examinations. It is usual for another person to be present at these times to safeguard the doctor and the patient – a chaperone. The doctor will usually suggest a chaperone for these examinations; although you may choose to decline. At any time, if you wish a chaperone to be present please do not hesitate to ask the doctor. It may not be possible for a chaperone to be provided immediately and you may have to return for the examination to be carried out at a mutually convenient time, or you may wish to ask a friend or relative to come with you.

Out of Hours

Patients in North Wales can call 111 for free access to urgent out-of-hours care and round-the-clock medical support and guidance.

The easy-to-remember number is free and provides access to both GP Out of Hours services and health advice from NHS Wales. It will help patients get the right support, help and guidance in the right place at the right time.

NHS 111 Wales offers fast access to:

• urgent care (including dental)
• GP Out of Hours services
• advice
• health information

This shared number combines the services previously offered by NHS Direct Wales and the GP Out of Hours service.

The number is available 24-hours-a-day hour, seven-days-a-week and offers guidance and care for non-emergency urgent medical problems.

For online advice including symptom checkers and local services please visit the NHS 111 website https://111.wales.nhs.uk/

In a life-threatening or emergency situation, patients should call 999 or go to their nearest Emergency Department.

Teaching

At times there may be trainee health care professionals - or persons become attached to the Practice. Please inform their mentor if you object to them being present in your consultation.