We are making a change to the way that patients are seen and supported

Changes are being made to the way patients can access same day care at the surgery as the current Open Surgery service is no longer working well for Doctors and patients.

With the support of the Pilning Surgery Patient Support Group we will be moving to a telephone triage system from the 9th of May 2016 and Open Surgery will no longer be available.

Instead of coming down to the Surgery as people do now – and on occasions waiting for an hour or more to see a member of the Clinical Team – patients will be asked to telephone the surgery, explain what their medical need is and a GP will call them back the same morning.

When to call

The telephone triage service will run between 8.00am-9.30am.  If the phone lines are busy as long as you ring in by 9.30am, your request will be dealt with that day.

What will happen

Based on the medical need the GP will then decide an appropriate course of action i.e.

  • Ask the patient to come down to be seen at an agreed time that day
  • Deal with the problem on the telephone
  • Prescribe medication with the prescription to be collected
  • Suggest other alternatives i.e. visit the pharmacy

This is a tried and tested model that has worked successfully at Montpelier Health Centre and other local surgeries.


Alongside this we will be actively promoting another innovation – E Consults.

This is a consultation service accessed on line via our web site and once completed sent via a secure email to the Surgery where a GP will review it and advise an appropriate course of action. Patients currently using it find it convenient and easy to use

More publicity will follow on this and the changes being made to the way patients can access same day care.

If any patients wish to comment or find out more, or are concerned about the impact on them as a result of the changes, please contact the Patient participation group or call into the Surgery and speak with one of the Team.