Appointments/Telephone calls/Messages for your GP/Repeats

We at Roe Family Practice understand the difficulties that our patients may face in seeking appointments with our GP's. Our telephone lines are extremely busy in the mornings, especially on a Monday. If your matter is not urgent I would advise calling back later when our lines may be less busy. Our staff are committed to providing a rapid service to our patients, but this is leading to our GP's being overloaded with requests from patients. If you are seeking an appointment then our reception staff will ask you for information regarding your request. They are doing this because the doctors have asked them to; in order that any emergency calls can be given priority, and other calls can be dealt with appropriately, it may be that your query can be dealt with by another member of our team without the need to speak to your GP.

If you are requesting a repeat prescription for the same day then please make this request before 3pm.  If you request for any medication after 3pm it will not be ready for collection until the next day. 

IMPORTANT MESSAGE TO OUR PATIENTS 

Roe Family Practice takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent way. Roe Family have a ZERO TOLERANCE POLICY. This means that GP's and all staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place. All of our staff aim to be polite, helpful and sensitive to all patients' individual needs and circumstances. They would respectfully remind patients that very often staff are confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time. The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when dealing with a misunderstanding or complaint. 

However, aggressive behaviour, be it violent or verbal, will not be tolerated and may result in you being removed from the patient list, and extreme cases, the police being contacted. In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to please read and take note of this policy as we do not want any of our patients to have a bad experience.