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Pimlico Health at the Marven is working in line with the GP five year forward view, in making general practice more efficient, and sustainable.

 

How are we doing this?

Pimlico Health @ The Marven staff (those who answer incoming calls, and those who greet patients at the front desk) are trained in making every contact count and active signposting.

 

What is the need for this?

Such training is to enable the staff to ask suitable and sufficient questions to ascertain information regarding the patients need for an appointment (This is not triage).

 

You may be asked for a brief summary of the reason for the call and you may be asked some of the following questions.

  • What is the medical concern?
  • Is this related to a long term medical condition?
  • How long have the symptoms persisted?
  • What are the current symptoms, and have they improved?
  • Has there been any self help, administration of medicine or other interventions to date? if so how long?
  • Has the patient taken medical advise on this matter already (e.g. at a pharmacy)?

This allows the member of staff to take as much information relating to the medical concern, which assists the clinician when they speak to the patient, to understand what medical concern or condition they are presenting with.

A patient may believe based on historical visits, and management of their conditions, they require an appointment with a GP, however may need to see a nurse, pharmacist or a health care assistant, or even another provider for their medical concern.

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