As a practice we appreciate that our patients may have different needs in terms of accessibility and we work hard to ensure we have processes in place to address this.
We are always open to suggestions and ideas from patients, especially those who have positive experiences with other services and we would love to hear from you if you think there are additional systems we can put in place to support you.
Visually Impaired
Those who are visually impaired may find that they rely more heavily on audio based services.
| Service |
Benefits |
Accessible Via |
Availability |
|
Medical records flag where appropriate
|
Medical records will be flagged to make staff aware that the patient may need alternative options
|
Practice
|
During opening hours
|
|
Practice Website
|
Change colours, contrast levels and fonts
|
Mobile or computer
|
24/7
|
|
Zoom in up to 300% without the text spilling off the screen
|
|
Navigate most of the website using just a keyboard
|
|
Listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)
|
|
Navigate most of the website using speech recognition software
|
Hearing Impaired
Those with hearing impairments may find that the current trend for telephone consultations does not suit them and so require alternative ways of communicating with the practice.
| Service |
Benefits |
Accessible Via |
Availability |
|
Medical records flag where appropriate
|
Medical records will be flagged to make staff aware that the patient may need alternative options
|
Practice
|
During opening hours
|
|
NHSApp
|
Access to medical record
|
App on mobiles or computer
|
24/7
|
|
Request repeat prescriptions
|
|
Covid pass
|
|
SystmOnline
|
Access to medical record
|
Mobile or computer
|
24/7
|
|
Request repeat prescriptions
|
|
Access to test results
|
|
Vaccination history
|
|
Appointment booking for particular appointments – eg flu vaccination
|
|
accuRx
|
Get self-help advice
|
Mobile or computer
|
24/7
|
|
Request an electronic consultation
|
|
Email (for non-clinical related requests)
|
General queries about services at the surgery
|
|
9.00am to 5.00pm on working days (up to 3 day turn around)
|
|
Appointment URL’s (outgoing)
|
Used by the practice to send patients a unique URL to follow to book an appointment eg blood test or diabetic review
|
Mobile or computer
|
24/7 (URL link will last for 7 days)
|
|
Appointment cancellation texts
|
Patients can cancel their appointment via text meaning they do not have to phone into the surgery
|
Mobile
|
24/7 (must be no less than 2 hours before the appointment time)
|
|
Communications Annexe (outgoing)
|
Used for text conversations that are saved into the patient record eg to confirm the patient still wishes to proceed with a procedure
|
Mobile
|
24/7
|
|
Practice website
|
Up to date information on the practice including opening hours & services
|
Mobile or computer
|
24/7
|
|
What’s New section
|
|
Newsletters
|
|
Link through to SystmOnline
|
|
Electronic registrations
|
|
Facebook
|
Educational posts
|
Mobile or computer
|
24/7
|
|
Immediate updates on the practice
|
|
Links to other useful groups
|
|
Visors
|
To be used instead of face masks to allow for lip reading
|
Practice
|
During opening hours
|
|
Face masks with transparent mouth piece
|
To be used instead of textile face masks to allow for lip reading
|
Practice
|
During opening hours
|
Speakers of other languages
| Service |
Benefits |
Accessible Via |
Availability |
|
Translation service (provided by central NHS team)
|
Ensures patient understands their treatment and any investigations
|
Translation Team
|
During opening hours
|
|
Information leaflets eg cervical screening
|
Ensures patient understands their treatment and any investigations
|
Practice website or in house
|
24/7 on website or during opening hours for in house
|
Learning Difficulties
Patients with learning difficulties may find it distressing to come into an unfamiliar setting or may need longer consultation times to allow for a clear dialogue.
| Service |
Benefits |
Accessible Via |
Availability |
|
Medical records flag where appropriate
|
Medical records will be flagged to make staff aware that the patient may need alternative options
|
Practice
|
During opening hours
|
|
Written information on health / reviews / support
|
Ensures that patient can review what’s been discussed or agreed in their own time
|
Practice
|
During opening hours
|
|
Ensures carers are aware of what’s been discussed or agreed for the patient
|
|
Can be pitched at the appropriate level for the level of learning difficulty a patient may have
|
|
Vaccinations
|
Prioritising for flu vaccinations
|
Practice
|
During opening hours
|
|
Clinician of choice
|
Some patient may feel more comfortable with clinicians they are familiar with and where possible we would accommodate this
|
Practice
|
During opening hours
|
Carers
Carers may have restricted times when they are able to leave their dependant. It is important to ensure this is respected and that their own health is not overlooked due to their caring duties.
| Service |
Benefits |
Accessible Via |
Availability |
|
Medical records flag where appropriate
|
Medical records will be flagged to make staff aware that the patient has caring responsibilities
|
Practice
|
During opening hours
|
|
Vaccinations
|
Prioritising for flu vaccinations
|
Practice
|
During opening hours
|
|
SystmOnline
|
Access to medical record
|
Mobile or computer
|
24/7
|
|
Request repeat prescriptions
|
|
Access to test results
|
|
Vaccination history
|
|
Appointment booking for particular appointments – eg flu vaccination
|
|
Referral to carers service
|
Ensures the Carer is treated as a patient as well as their dependant and the appropriate support is in place for them
|
Practice
|
During opening hours
|
|
accuRx
|
Get self-help advice
|
Mobile or computer
|
24/7
|
|
View video’s on how to manage your condition eg inhaler techniques
|
|
Request an electronic consultation
|
|
Email (for non-clinical related requests)
|
General queries about services at the surgery
|
|
9.00am to 5.00pm on working days (up to 3 day turn around)
|
|
Appointment URL’s (outgoing)
|
Used by the practice to send patients a unique URL to follow to book an appointment eg blood test or diabetic review
|
Mobile or computer
|
24/7 (URL link will last for 7 days)
|
|
Appointment cancellation texts
|
Patients can cancel their appointment via text meaning they do not have to phone into the surgery
|
Mobile
|
24/7 (must be no less than 2 hours before the appointment time)
|
|
Communications Annexe (outgoing)
|
Used for text conversations that are saved into the patient record eg to confirm the patient still wishes to proceed with a procedure
|
Mobile
|
24/7
|
|
Practice website
|
Designated carers section
|
Mobile or computer
|
24/7
|
|
Up to date information on the practice including opening hours & services
|
|
What’s New section
|
|
Newsletters
|
|
Link through to SystmOnline
|
|
Electronic registrations
|
|
Facebook
|
Educational posts
|
Mobile or computer
|
24/7
|
|
Immediate updates on the practice
|
|
Links to other useful groups
|
|
Livi
|
Access to a GP via phone call
|
Mobile
|
24/7
|
Veterans
Leaving the armed forces can be a daunting process to undertake. Supporting patients to understand what options they have will help make the transition from military healthcare to civilian healthcare as smooth as possible.
| Service |
Benefits |
Accessible Via |
Availability |
|
Medical records flag where appropriate
|
Medical records will be flagged to make staff aware that the patient may need alternative options
|
Practice
|
During opening hours
|
|
Named veterans Clinician at the practice
|
Providing advice, support or signposting
|
Practice
|
During opening hours
|
|
Practice website
|
Designated Veterans section providing links and support
|
Mobile or computer
|
24/7
|
|
Up to date information on the practice including opening hours & services
|
Mobile or computer
|
24/7
|
|
What’s New section
|
|
Newsletters
|
|
Link through to SystmOnline
|
|
Electronic registrations
|
|
NHSApp
|
Access to medical record
|
App on mobiles or computer
|
24/7
|
|
Request repeat prescriptions
|
|
Covid pass
|
|
SystmOnline
|
Access to medical record
|
Mobile or computer
|
24/7
|
|
Request repeat prescriptions
|
|
Access to test results
|
|
Vaccination history
|
|
Appointment booking for particular appointments – eg flu vaccination
|
|
accuRx
|
Get self-help advice
|
Mobile or computer
|
24/7
|
|
View video’s on how to manage your condition eg inhaler techniques
|
|
Request an electronic consultation
|
|
Email (for non-clinical related requests)
|
General queries about services at the surgery
|
|
9.00am to 5.00pm on working days (up to 3 day turn around)
|
|
Appointment URL’s (outgoing)
|
Used by the practice to send patients a unique URL to follow to book an appointment eg blood test or diabetic review
|
Mobile or computer
|
24/7 (URL link will last for 7 days)
|
|
Appointment cancellation texts
|
Patients can cancel their appointment via text meaning they do not have to phone into the surgery
|
Mobile
|
24/7 (must be no less than 2 hours before the appointment time)
|
|
Communications Annexe (outgoing)
|
Used for text conversations that are saved into the patient record eg to confirm the patient still wishes to proceed with a procedure
|
Mobile
|
24/7
|
|
Facebook
|
Educational posts
|
Mobile or computer
|
24/7
|
|
Immediate updates on the practice
|
|
Links to other useful groups
|
|
Livi
|
Access to a GP via phone call
|
Mobile
|
24/7
|
Technology Users
Increasingly new technologies are being developed and promoted by the NHS to improve access to Primary Care. For those who are comfortable with technology, these systems provide more flexibility for patients to access health care and the methods by which they can do this.
| Service |
Benefits |
Accessible Via |
Availability |
|
NHSApp
|
Access to medical record
|
App on mobiles or computer
|
24/7
|
|
Request repeat prescriptions
|
|
Covid pass
|
|
SystmOnline
|
Access to medical record
|
Mobile or computer
|
24/7
|
|
Request repeat prescriptions
|
|
Access to test results
|
|
Vaccination history
|
|
Appointment booking for particular appointments – eg flu vaccination
|
|
accuRx
|
Get self-help advice
|
Mobile or computer
|
24/7
|
|
View video’s on how to manage your condition eg inhaler techniques
|
|
Request an electronic consultation
|
|
Email (for non-clinical related requests)
|
General queries about services at the surgery
|
|
9.00am to 5.00pm on working days (up to 3 day turn around)
|
|
Appointment URL’s (outgoing)
|
Used by the practice to send patients a unique URL to follow to book an appointment eg blood test or diabetic review
|
Mobile or computer
|
24/7 (URL link will last for 7 days)
|
|
Appointment cancellation texts
|
Patients can cancel their appointment via text meaning they do not have to phone into the surgery
|
Mobile
|
24/7 (must be no less than 2 hours before the appointment time)
|
|
Communications Annexe (outgoing)
|
Used for text conversations that are saved into the patient record eg to confirm the patient still wishes to proceed with a procedure
|
Mobile
|
24/7
|
|
Practice website
|
Up to date information on the practice including opening hours & services
|
Mobile or computer
|
24/7
|
|
What’s New section
|
|
Newsletters
|
|
Link through to SystmOnline
|
|
Electronic registrations
|
|
Facebook
|
Educational posts
|
Mobile or computer
|
24/7
|
|
Immediate updates on the practice
|
|
Links to other useful groups
|
|
Livi
|
Access to a GP via phone call
|
Mobile
|
24/7
|
Technology Avoiders
Despite the current lean towards technology, there will always be patients who are either unable to or chose not to use technology in their health care. It is important for us to make sure there are still traditional methods of accessing healthcare for these patients.
| Service |
Benefits |
Accessible Via |
Availability |
|
Telephone system options
|
Diversifying the phone system so that we can move patients through the system in the most efficient ways eg a specific option to use for booking flu vaccinations rather than waiting in the call queue
|
Practice
|
During opening hours
|
|
Paper newsletters
|
Ensures that patients are aware of what is going on and what is coming up
|
Practice
|
During opening hours
|
|
Patient Participation Group (PPG)
|
The PPG are a vital communication channel between patients and the practice. Holding various events they are always happy to speak to other patients as representatives of the surgery
|
PPG
|
Variety
|