OTD reception protocol – November 16, for revision as needed

Process

  • Patients continue to call their own surgery as usual but all calls after 3.30pm are filtered and triaged by reception staff using this OTD reception protocol.
  • Filtering: there is a “banned list”- see Table 1.These cases are filtered and reception staff inform patients how their request can be met the following working day, or transfer the call appropriately.
  • The remaining calls are placed on the OTD telephone list for the OTD team to triage.
  • If it’s immediately apparent that the patient must be seen, the receptionist can book an appointment for the patient to be seen at FGH.
  • Therefore there are two lists - one for OTD team triage, the second for patients who the receptionist has assessed as needing a face to face appointment at FGH.
  • All entries on either appointment list should include:-
  • Patient name
  • EMIS number (for Haven patients only)
  • Reason for appointment
  • Name of surgery
  • A phone number to call the patient back
  • URGENT and/or HOME VISIT as applicable
  • Visit requests continue to be triaged by the doctor via a telephone call.
  • Clinical work likely to come to OTD team:-
  • On the day minors patients, face to face & phone, walk ins (refer policy)
  • Triage visit requests after 15.30
  • Carry out any required visits
  • Sink for tasks without other destination
  • Some calls passed to the OTD team should be treated as urgent – see Table 2. This can be recorded on the OTD list and the OTD team would be contacted by telephone to let the GP know an urgent call has been added. Staff should err on the side of caution if unsure.

Script

  • When patients are to be seen or called by the OTD team, reception staff can advise:
  • The three surgeries are working together, so you may be seen by a doctor or nurse from another Felixstowe practice
  • If the receptionist has triaged the call to be seen by GP or Nurse, advise they will be seen at FGH
  • If patient requires further information about the service, a leaflet and poster is available at FGH waiting room
  • If patient doesn’t wish to be seen by this service, alternate options are:
  • Phone own surgery again next morning
  • Call 111
  • Reception can offer Felixstowe GP+ appointment which can be booked (if available) all week

Table 1. Not to be filtered to OTD team– “banned list”

Request / Preferred call disposal
Repeat medication requests / Request on line
Call next working day after 10am
If on repeats, community pharmacy (at their discretion) can dispense a short supply whilst awaiting a new script
Staff who would see their own employer working as a doctor in OTD team / Receptionist negotiates alternative
Med3 / Call next day
Routine follow ups / With own GP next available day
Dental issues / Patient to ring own dentist
Or ring 111
Medication issues except acute reactions e.g.; rash
All script enquiries / With own GP next day
Results / With own GP next day
Letters / With own GP next day
On-going problems that do not require urgent advice / With own GP next day
End of Life / Pass call to own GP
Methadone related enquiries, patients with substance misuse problems / With own GP next day
Social care background enquiries – usually a fax / With own GP next day

Table 2.Filteredto OTD team – “treat as urgent”

Request / Preferred call disposal
Results faxed or phoned to the surgery from hospital or other organisations / Pass to OTD team
Visit requests
Medical emergencies
  • Shortness of breath
  • Severe persistent chest pain
  • Fitting
  • Constantly crying infant
  • Children floppy, rash or parental concern
  • Uncontrollable haemorrhage
  • Collapse or loss of consciousness
  • New or worse confusion
  • Severe allergic reaction
  • Extensive burns or scalds
  • Vomiting diabetic patient
  • Stroke signs - FAST: weakness of face or arm, disturbance of speech. Time is of the essence

Anything reception teams consider to be urgent
Anything caller considers urgent or if caller insistent even if it appears on the banned list
Err on the side of caution

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