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Phone System Update
We are writing to confirm that our phone system has now been updated to the new version of the QueueBuster feature. The main difference will be that a patient will not be called back until a member of staff answers the phone when their call would be at the front of the queue. An optional whisper message will inform the member of staff answering that a call back is starting and they will then be connected to the patient's ringing phone. If a patient on a mobile phone fails to answer, or is busy, a text message will be sent to inform them that they have missed the call. A new feature will prioritise their call if they choose to call back, so they do not have to wait in the queue again.
Thank you for your patience over the last few weeks. Our phones have been extremely busy.
For appointments call at 8am. For anything else please call after 11am.
The new way we are working explained
The surgery would like to say a big Thank You! For all of your support and lovely messages we have received since the Coronavirus started.
We would like to reassure you that we are all here working hard to keep you all well and safe.
The way in which the GPs are working has changed and will remain this way until the risk of Coronavirus is no longer with us.
If you need to see a GP, Practice Pharmacist or our Advanced Nurse Practitioner you will be offered a telephone consultation in the first instance. They may ask to consult with you via Video/Facetime, but if they feel they need to see you in person they will give you an appointment time to come into the surgery.
You will be asked to wear a mask and you will need to press the intercom button before you enter the premises. Reception will also ask your name and some Coronavirus safety questions.
Nurses and Healthcare assistants are operating as they were previously, however there are some procedures that are on hold at present. This is mainly due to the safety of the procedure or to the capacity that we have within the Nursing team.
The Nurses and Healthcare assistants appointments are taking longer as the room has to be cleaned and Nurses need to change the Protective clothing before seeing the next patient.
Thank you for your understanding and keeping everyone safe at this time.
Patients with Long Term Conditions
We are changing the way we review patients during the Coronavirus pandemic.
Rather than being asked to attend for a routine review in your birthday month. We will be focusing on those patients who are high risk due to their condition or high risk of adverse effects of Coronavirus in the 1st instance.
This will not affect your medications being reauthorised.
Thank you for your co-operation at this time.
Do you need Medical Help?
If you need medical help you should still contact your GP practice, use NHS 111 online or call 111.
If you are told to go to hospital it is important that you go to hospital.
We'll give you the care you need.
Coronavirus Main symptoms:
The main symptoms of coronavirus are:
- High Temperature
- New continuous cough
- Loss or change in sense of smell or taste
If you have any of these symptoms please use the 111 online coronavirus service
More Coronavirus information is available here
Coronavirus updates in British Sign Language available here
Easy Read information on Coronavirus available here
Latest Guidance for Shielded and Vulnerable Patients
Local Support for Vulnerable Patients or telephone 0300 5005 8080
National Support for Vulnerable Patients or telephone 0800 0288 327
Vulnerable Adults FAQ
High Risk Patients - Criteria
In line with guidance from NHS England we will be moving to a full triage service for GP appointments. There will be no routine appointments available to book for GPs.
We will be pre-booking some nurse appointments and you will be contacted on the day of your appointment to check you don't have a cough, high temperature or a loss or change in your sense of smell or taste.
You appointments may take place using video and you can find a general guide below on how video consultations work as well as instructions to follow if a GP has sent you a video consultation link.
Virtual Appointments - Patient Guide
What to do if your GP has sent you a video link
To help stop the spread Covid-19 (Coronavirus) we have made the decision to suspend the booking of appointments online. We hope you will understand and support us in this decision.
You can now use the NHS App to access a range of services on your smartphone or tablet. To find out more visit www.nhs.uk/nhsapp
Watch a video on how to set up the NHS App.
Calls to and from the surgery are recorded and processed in accordance with the General Data Protection Regulation 2016 and the Data Protection Act 2018, calls are recorded for monitoring, training and dispute resolution purposes.
The purpose of call recording is to provide an exact record of the call which will:
• Protect the interests of both parties;
• Help improve Practice performance and best practice;
• Help protect Practice staff from abusive or nuisance calls;
• Establish the facts in the event of a complaint either by a patient or a member of staff and so assist in resolving it;
• Establish the facts and assist in the resolution of any medico-legal claims made against the practice or it clinicians;
• A call recording may also be used as evidence in the event that an employee’s telephone conduct is deemed unacceptable. In this situation the recording will be made available to the employee’s manager, to be investigated as per the Practice Disciplinary Policy
For further information please contact the surgery.
Lombard Medical Centre
We are a dynamic team who are dedicated to excellence. We believe in providing high quality care to our patients with a wide range of services on offer. We are an excellent training practice, mentoring both GP Registrars and medical students.
Please step inside our website to find out more.......
One Click Away
Convenience doesn’t stop there and you can now access a number of services online. Ordering a repeat prescription or sending us your comments are both just a click away. And if you’re not yet registered with us you can download the necessary forms here too.
Conveniently situated near the St. Marks, Asda and London Road car parks and on most major bus routes, Lombard Medical Centre has been purpose built to provide a light, comfortable and welcoming environment. Two large lifts transport patients up to the 2nd floor where GP consulting rooms are located. There is access for wheelchairs and a nappy changing area.
(Site updated 09/08/2022)