Emails have become a ubiquitous way of communication and we at Park Road would like to trial a system for you to be able to email your doctor who will reply directly rather than having to see him in the clinic or wait for a ring back via a telephone triage service. The frustration with a telephone triage is you have to wait for the doctor to ring you back. If you are not available then the doctor has to leave a message for you to repeat the process. We also find this frustrating as we take up time chasing patients.
The system relies on you as the patient to understand to meaning of encrypted emails and unencrypted emails. If you ask us we will send encrypted emails to you in reply but will leave the decision for you as a responsible adult or guardian to contact us via an encrypted method or unencrypted method. Please refer to the section about encryption for more details.
This service is only available from 8 am to 12.30pm Monday to Friday. Any emails received after this time will be managed the next day.
We will not deal with prescription requests or appointment requests. Please refer to https://www.patientaccess.com/ or your Patient Access App if you would like to do this. All such requests will be referred to this web page. Ask at the front desk if you would like to link book appointments or ask for your medication online as you will need an access form from us to do this.
We prefer you to still ring the surgery so we can filter your call as it might not involve the GP all the time eg to book transport or might be important for us to put you through to the doctor directly. From this point of call, you can request an email reply from a doctor rather than a telephone one. If you would still like the doctor to call you back then this is not a problem too.
The GP surgery reserves the right to ask you not to access the surgery via email communication as the surgery deems appropriate. This may be due to your safety, in your best interests or any inappropriate use of this email service which may divert essential clinical resources. For example, using our normal channels may include the need to assess you face to face for clinical safety. In such if the above instances occur you may be asked to either talk to us by telephone or see us in clinic.If we receive any abusive messages as part of our zero tolerance policy we have the right to remove you from our list in the same way as if it were verbal.
We will be piloting this in July when we will tell you about the change when you ring with a query. After a period of time we will evalutate to see if this if a good method of communcation between you and ourselves.