Telephone Consultations

The practice now offers telephone consultations where patients can speak to a clinician to obtain the advice and treatment they need without having to attend in person.  Please consider this option prior to requesting a face to face appointment. 

How do I book a telephone consultation?

• Online using Patient Access.
• Call the practice during working hours.
• Call into the practice reception. 

Can’t I just ask for the clinician to give me a quick call?

• Telephone calls must be booked as a telephone consultation so the clinician can set aside time to conduct a thorough and satisfactory consultation for both parties in the same way as a face to face appointment. 

Can the clinician call me today?

• Urgent telephone consultations are made available to book by calling the practice from 08:30 each morning otherwise you will be booked into the next available telephone consultation.

 When will the clinician call me?

• The clinician will call you at some point on the day stated at the time of booking. (Note – consultations booked on Patient Access will give a time slot but this cannot be guaranteed subject to other demands on clinicians’ time) 

What can a clinician do from a telephone consultation?

• Offer advice.
• Prescribe – this will be sent to a pharmacy of your choice or can be collected from the practice reception. Please make your preference clear when speaking to the clinician.
• Order tests.
• Make referrals.
• Recommend to make a face to face appointment if they feel this is appropriate.

 What are the advantages of booking a telephone consultation?

• Often available earlier than face to face appointments.
• Patients do not have to go to the trouble of coming into the practice.
• You will receive as thorough a consultation as you would in a face to face consultation and will be advised if you need to attend the surgery for an examination.
• Protects the practice staff from viral illness.

 How should I prepare for a telephone consultation?

• Ensure your phone is in good working order and able to receive calls. This includes removing any blocks on private, withheld or unknown numbers.  Ensure the ringtone is loud enough for you to hear.
• Ensure you will be readily available to take the call.
• Make a note of what you want to discuss and any questions you would like the doctor to answer. If you forget what you need to say after the consultation you will need to book another one.

 What do I do if I miss the call?

• Call the practice to re-arrange your consultation.

 Can I call the clinician at a set time?

• Due to other commitments we cannot guarantee the clinician you require will be available at the time you call in. It is therefore best to arrange a telephone consultation and the clinician will call you when they are available.

 How can I cancel a telephone consultation?

• Call the practice or call into the practice reception.
• By Patient Access.
• By e-mail to palatine@gov.im.