• 🆕 Please see our latest practice newsletter - Q4 Newsletter FINAL.pdf
• 🆕 You can now self refer to local maternity services without seeing a GP first. You can find the online form and more information here
• 🆕 Need support accessing the NHSApp, please visit: new step-by-step guide from the NHS.
• 🆕 The Practice no longer accepts prescription requests of the phone due to safety issues, unless you are known to us as housebound.  Please sign up to the NHSApp/online services to order prescriptions at your leisure.  Under 18s should email their requests direct to the practice johnhampdensurgery@nhs.net
• Please DO NOT EMAIL MEDICAL REQUESTS / INFORMATION TO THE PRACTICE. The email address should only be used to communicate prescription requests to the practice and where instructed to send something approved by a member of our team. If you have a medical enquiry or wanting to share information with us please contact the practice by phone on 01494 890900 and our team will support how this can be done in line with practice procedures. By emailing you risk your enquiry not being responded to - thank you in advance.  

How the system works
Every triage form is reviewed by one of the clinical team members. They use their clinical judgement to decide whether the matter is likely to be urgent or not. For example, symptoms like fever and significant pain may prompt a rapid response from a GP to assess the need for immediate care. Conversely, concerns regarding ongoing issues, such as weight management or mobility, may be considered routine and it might be that a receptionist will phone to arrange a non-urgent appointment, or a GP call at your convenience, or say that the doctor advises getting help from a different healthcare professional. Please be reassured that the clinician has reviewed the request fully and made the best decision on reviewing the concerns that have been raised within the triage request.

Routine matters
If the GP assesses your request as routine, you may be offered a routine appointment. Please note the GP is fully aware of the current waiting times for routine appointments when making this decision and has carefully considered this when reviewing your triage request. A receptionist may then contact you to schedule a suitable appointment or arrange a call-back at your convenience or advise if another healthcare professional could better assist you. You may also receive a self-booking link to book a routine appointment yourself.

Urgent Matter(s) The GPs only have limited time slots available daily to offer where patients need a more urgent appointment regarding the condition they have contacted us about. They must fit triaging and additional appointment offering in together with their daily face-to-face consultations, looking at test results, undertaking prescriptions and many other daily responsibilities.

If you have indicated preferred availability, we will always try where possible to accommodate this. However, due to limited on-the-day availability and the need to prioritise clinical urgency, we cannot guarantee this will be possible. We kindly request flexibility from patients, as we will do our best to meet preferences but must balance this against overall clinical demand.

We know that patients also have busy lives, but if you have an urgent condition and the GP has decided you need to be seen / spoken to on the same day, we cannot unfortunately offer you a choice of times. For the sake of your health, we ask that you fit in with our availability and change any plans you have if necessary. We know this may be inconvenient to you, but, with increasing patient demand, the doctors must work to their timetable if they are to help everyone who needs their attention.

Our Multidisciplinary Team
We are proud to work with a wide multidisciplinary team that includes practice nursing staff, paramedics, advanced nurse practitioners, pharmacists, and mental health practitioners. If, following review, a GP instructs that your appointment is with one of these skilled colleagues, please be assured this decision has been made with full clinical judgement and understanding of your request. These clinicians are highly trained in their fields, and your care remains under the guidance and oversight of the GP team.

Patient Conduct
We kindly ask that all patients are led by the clinical instructions given. Our staff are here to help and support you, and we respectfully request that all communication with our team remains courteous. Our staff should not be subjected to aggressive behaviour, whether overt or passive, during follow-up communication. We thank you for your cooperation and understanding.

Thank you for your attention to this matter.

John Hampden Partners
in collaboration with our Patient Group

Policy Reminder for Patient Behaviour

Dear Valued Patients,

We hope this message finds you well. We'd like to take a moment to remind everyone of our practice's zero-tolerance policy regarding inappropriate or disrespectful behaviour towards our staff.

We have recently noted an increase in unfortunate incidents where dissatisfaction has been directed towards our receptionists. We understand that health matters can often evoke strong emotions, but it is crucial to remember that our receptionists and staff are here to assist you. They follow the protocols and guidelines set by our partners and medical team, and their main goal is to ensure your experience with us is as smooth and positive as possible.

We kindly ask for your understanding and respect when interacting with our team members. It is essential to maintain a safe and comfortable environment for all parties involved - patients, doctors, and administrative staff. Negative behaviour will not be tolerated, and continued instances may result in re-evaluation of the provided services.

We appreciate your patience and cooperation in maintaining a respectful and courteous atmosphere within our practice.

Thank you for your understanding,

John Hampden Management Team